Lash extensions have become increasingly popular in recent years. They can make your clients feel more confident, glamorous, and beautiful. However, as lash artists, we quickly learn that most clients have a preconceived idea of how their lash extensions will look at the end of their application.
Their perception may have come from seeing lashes on a model in a magazine, seeing a friend's lashes, or having lashes done by you or someone else they know. That's why you must set realistic expectations with your clients to ensure they leave your salon feeling satisfied with the results. In this article, we’re sharing some helpful ways to help manage realistic client expectations for their lash extension experience, so you can both walk away feeling happy, and confident that everyone’s expectations were met.
Start with a client consultation
Building a client assessment model will help manage your client's expectations, resulting in a higher level of client satisfaction and a lot less stress and rework for you. Engaging your client in a discussion about the result before commencing the lash application will give you a much better chance of meeting their expectations.
When describing what they want, clients will use words like "not too long," "not too thick," "make them look natural," "make them longer on the end," and "make them look just like my friend." All these words and comments mean nothing unless we can clarify exactly what the client is saying, which is why putting context around them is critical.
What is lash mapping?
An ideal way to better manage how your client will react at the end of the application is to include them in lash mapping.
Lash mapping can be used to walk your client through the variables related to your lash application and enable you to engage your client in the end result, creating a sense of ownership of the outcome. It's crucial that your client feels that you are hearing and understanding what they are asking you to do.
When you manage your client's expectations and demonstrate you have listened to them, they'll be less likely to blame you for "getting it wrong."
Lash Board
You can create a ‘Lash Board’ to assist with explaining mapping to your client. It should cover style, length, and thickness. As we define our price list, we all create nice, sexy, luscious names for the style of lash or shape of the application we offer our clients. Lash artists always put a value on those styles based on how long it takes us to complete, how many lashes we apply, what other salons/operators are charging, and other variables.
It would be best if you clarified to your client exactly what you are offering them for the money they are paying. This way, you can ensure that your client understands the style and type of lashes they are getting and how much it will cost based on their desire.
How to create a lash board for mapping?
Start by identifying different styles for the lash sets and give them a name. These will be the styles you are advertising on your price list or your website, and you'll have a price or price range associated with each one.
For each different eyelash extension style, you need to define shape with a set of words like; "longer on the outside corners," "medium to the middle," or "short on the inside eye." Use your lash mapping experience to help determine precisely how you will describe this style to your prospective client. Remember to offer them choices because this helps engage them in the selection process and creates a sense of ownership on their part.
The final variable is the length, and this one can be difficult. During my lash artist days, I used a length rule and told my clients, "when adding length, we generally apply extensions that are 1/3 longer than the natural lash". This allows the client to make a choice and let you know if that length meets their expectations.
There are other ways you can manage client expectations:
- Explain the maintenance requirements: As we know, lash extensions require maintenance to keep them looking their best. It is essential to advise clients on the correct aftercare, such as cleaning them with the right lash cleanser. Remember to explain to your clients the consequences of poor maintenance and the impact on the lash extensions' lifespan. This information will help the client understand the importance of good aftercare and the effect on their extensions.
- Offer touch-ups and refills: Lash extensions require regular touch-ups and refills. It is essential to advise clients on the frequency of touch-ups and how to schedule appointments. This information will help them understand the time and financial commitment required to maintain their lash extensions.
Managing client expectations on their lash extensions is essential for a positive client experience. A thorough consultation, communication, and education about the process, maintenance, and outcome will help clients understand what to expect. Remember to be realistic about the outcome, choose the right style, and offer touch-ups and refills. By following these tips, you can help ensure that your clients leave your salon happy, satisfied, and with realistic expectations.
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