Ever vented in a lash forum about how a client is not following your aftercare instructions but lies to you that they “never” wear any makeup?
Ever been frustrated with a client with how they’re treating their lashes or what they’re putting on the extensions in between appointments?
We have ALL been there, but guess what, I want to challenge you to think that maybe…just maybe…it’s not about you.
We operate a service based business. By the very nature of the word “service” means you are serving the needs of someone else. In our world, that need is for lash enhancement for a variety of reasons. Our lash clients seek us out because they love the way they look and feel with eyelash extensions on. Believe it or not, clients don’t come to a lash artist to fulfill the wants and desires of the lash artist. SHOCKING, I know! Being a business owner of a service based business means you go into business to not only be profitable and work for yourself, but to provide a service for someone else.
As a group, we tend to work very hard to perfect our craft, spend countless hours and thousands upon thousands of dollars on getting training to improve our art, so to then have someone come in and poo-poo all of that by caking “Better Than Sex” mascara all over it, it can certainly be aggravating. I struggled with how to handle defiant client’s when I first learned volume lashing cause I agonized over creating the perfect fan, all the while knowing in about 6 hours, that fan would forever be closed due to mascara or Mac Gel liner. A moment of silence please for the perfect 4D fans that quickly became Classics once the client got their hands on ’em…
I soon realized after trying to “fight the good fight” when I first opened the doors of my lash business, there’s a lot more psychology that goes into running a beauty based business than just isolate, dip and place. When our clients are on our table, we are their therapist, their friend, their confidant and their go-to beauty guru. Clients come to us to relax, escape and enjoy, knowing they’re going to look and feel refreshed after 1-2 hours of self-care. I can take that time to lecture my clients, guilt them into following my “rules”, start their appointment off like a school girl being scolded by a Nun -OR- I can spend a couple minutes identifying why they chose to use makeup or didn’t cleanse their lashes, offer my expertise in the matter or a solution and move on. We, as Lash Artists, are the vehicle for our clients to get to their destination, which is feeling sexy or beautiful or youthful. Your business should be about the client and not about you, your ego, or your view of how they should treat their body.
Now don’t get me wrong, I am a stickler for policies and ensuring my client’s follow those policies…but every policy was created with the client in mind.
CLIENT vs LASH ARTIST BASED POLICIES:
Late Arrival Policy: If a client is late.
Lash Artists Based: I’m worried about my work looking unfinished and damaging my reputation.
I can’t give them the outcome I know they want due to limited time.
Other Lash Artist’s Work: If a client has extensions on from another lash artist.
Lash Artist Based: My work is far superior than average and I won’t sully my art with someone else’s crap lashes.
Client Based: I want to make sure the client’s natural lash health is intact.
Cancellation Policy: If a client cancels last minute.
Lash Artist Based: I want to punish a client for being irresponsible and wasting my time.
Client Based: Another client couldn’t get in for an appointment.
LASHPRENEUR LIGHTBULB
Take a moment to look at your lash business through the client’s eyes. Would they feel that your business is about them and their needs or about you and yours?
Creating a lash business that is customer-centric (customer-focused) will help you to make wise business decisions moving forward that will continuously benefit your clients and the reputation of your brand for years to come.
Have a Good One,
Tara Walsh, The Lashpreneur
