When you’re a lash technician, you’re more than just a person who sticks on lashes. You make people feel beautiful, you give people confidence, and you make lash dreams come true! Most clients understand the lash application process, and the general upkeep involved in wearing lash extensions. However, you’ll come across those rare few who have extremely unrealistic expectations.
When you can’t meet a client’s unrealistic expectations, it’s a recipe for disaster. No matter how hard you try, they’ll be disappointed, which may result in lost referrals or negative word of mouth marketing. That why it’s absolutely vital that you manage client expectations before the lash application process begins.
Unrealistic Expectations
Whether it’s a result of misguided research or whether they’ve heard untrue things, some clients may come to you with pretty unrealistic expectations, such as:
· Their lashes will be inexpensive to maintain
· The first set is free
· They’ll have perfectly full, thick lashes for weeks, even months
· If they’re not happy after a couple of weeks, you’ll fix their lashes no matter what, free of charge
The Art of Expectation Management
Never agree to apply lash extensions to a client before you have a chat to go over the application process, aftercare, and what to expect before, during, and after the appointment. When you are clear and upfront, there is no room for disappointment afterward.
Set very clear expectations about what to expect -- don’t mince words or beat around the bush. For example, “Your lashes will start falling off within a few days. That’s to be expected, as your natural lashes do not stop growing or falling out just because I have applied extensions.”
Keep the line of communication open. Tell clients they can text, email, or call if they have any concerns about their lashes. That way, you can put their mind at ease if they’re questioning anything, and you can check in with them after a couple of days.
Always, always, always have clients sign the waiver and fill out the medical questionnaire! As well, having them agree to follow aftercare is helpful too – it will help to ensure that clients do know there’s aftercare involved and that some products may ruin their new fluffy set of lashes.
Be Honest, be genuine, and be yourself. If you’re faking it, clients will see right through you. When you’re honest, genuine, and authentic, clients will buy into what you’re selling, which is a luxury lash experience, using quality products. However, they’ll understand that nothing lasts forever and that if they truly want stunning looking lashes all the time, they must follow all of your recommendations, aftercare tips, and maintenance schedules.
When it comes to unrealistic expectations, we’ve listed a few simple scripts to manage them.
Lashes are inexpensive to maintain
“Remember, you’ll need to come back every two to three weeks to keep your lashes looking full. The cost for each fill is…”
The first set is free
“I charge $(amount) for your first set, and then $(amount) for each fill appointment thereafter.” If you’re running a promotion, tell them about it.
Clients will have full thick lashes for months
“To keep your lashes looking full and thick, you must come back every two weeks, as your natural lash growth cycle is short, and your lashes will continue to fall out. After more than three weeks, your lash extensions will look sparse.”
If the client is unhappy, you’ll fix the lashes for free
“I do stand by all of my work, and if there is an issue with your lashes, I will correct it free of charge. However, if the aftercare was not followed and the issue results from not following the aftercare, I will charge full price for an appointment.”
Set Goals Together
Talk to your client and set goals together, then decide what product is best. When you understand your client’s goals, you can choose products to best suit that goal. After all, when your client looks and feels great, so do you.
InfinitiLash - Where Beauty Meets the Eye
If you want to learn more about expectation management, or how to market your lash application business, contact us to discuss our training programs, or to ask questions about our products, services, or the InfinitiLash Method. Visit us on the web 247 at infinitilash.com
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