Top Tips for Incredible Customer Care!
Top Tips for Lash Technicians: Mastering Exceptional Client Care
Being a Lash Technician involves more than meets the eye! It requires balancing roles as a marketing guru, financial overseer, buyer, and social media influencer, all while providing top-notch lash services to a steady stream of clients. The multitasking is intense, but we're here to guide you in offering unparalleled client service every single time!
Understand the Importance of Stellar Client Service
Whether you're only just embarking on your lash career or you've been in the game for a while, top-tier client service is critical for your reputation and your business's success. Excellent service extends beyond the lash application itself!
We know you already have amazing customer service skills, but here are some additional tips to really set you apart:
Celebrate Their Special Day
Make sure to take notice of your client's birthday when they fill out their initial consultation form! While this information primarily ensures they meet the age requirement for lash extensions, you can go above and beyond by sending birthday greetings or offering a discount on their next visit. This personal touch can make your clients feel oh-so-special!
Introduce a Loyalty Program
We all love a loyalty scheme when shopping, and a beauty service is no exception! Consider a loyalty program that suits your business model, like offering a discount on every fifth visit. A tangible loyalty card, or even a digital one, that clients can see being stamped each visit serves as a visual reminder of the benefits of returning to you. It’s an incentive to keep them coming back!
Implement a 'Refer a Friend' Reward
Believe it or not, word of mouth is one of the most effective forms of marketing, and you can leverage word-of-mouth by rewarding clients who refer new customers. Extending a special thank you to both the referrer and the referee fosters a sense of appreciation and encourages more referrals. Providing an incentive to both parties, your client and the ‘friend’ they’ve referred them to, will make them feel super rewarded and appreciated, in turn solidifying their relationship with you too!
Demonstrate Empathy
If you’ve already got experience in the lash game, then you know that you’re definitely a confidant to many of your clients. It’s just part of the job! Clients may visit every three weeks, so they’ve probably got a lot to talk about, making you a confidant or a shoulder to lean on. Being empathetic, especially during their tough times, can earn you deep gratitude. Patience and kindness can have a profound impact during their service experience – it can seriously go a long way. Creating a safe and comforting environment for them to come to is super important, as it’s not just about the end result of the treatment, it’s about the overall experience too.
Maintain Detailed Client Records
Keep notes on personal details clients share during their visits—upcoming vacations, weddings, or other significant events. Mentioning these details on their next visit shows your genuine interest in their lives, enhancing their sense of being valued! It’s also a good idea to keep a note of their styling, for example, “Amy, C, CC, D Dolly, 7-14mm”, so that you can know their preferences and discuss their last set.
Enhance Comfort in Your Space
Enhancing your clients' comfort is always super important! For example, even adding extra padding to your lash bed improves client comfort during treatments. You can implement certain comforts like blankets or a mattress topper, which can significantly increase their comfort throughout the entire treatment.
Keep Your Space Inviting
Another thing to consider is making sure your lash room or salon is impeccably tidy and beautifully decorated. As clients seek aesthetic treatments, impressing them with your design sensibilities reassures them of your professionalism and can infer that they’re in great hands!
Communicate Clearly
Be transparent about your availability—post your business hours and typical response times prominently (e.g., messages returned within 24 hours, Tuesday to Saturday, 9 AM to 5 PM EST). Advance notices of vacation or unavailable periods prevent any inconvenience to your clients. Clear communication equals a great experience. If a client struggles to book in with you in the first place, they’re less likely to book back in at all!
Educate Clients About Aftercare
Instead of just listing aftercare dos and don'ts, explain the reasons behind each recommendation you give them. For example, avoiding water for the first 24 hours preserves their lash extensions' longevity, and daily cleaning promotes eye health and lash retention.
Simplify the Booking Processes
Make booking as straightforward as possible! Whether you manually input your bookings or have an online booking system, your booking process should be simple. Display your availability clearly and encourage clients to schedule their next appointment at the end of their current session. This not only secures their return but also streamlines scheduling, saving you both time!
Just remember, a dissatisfied client might tell up to seven friends about their experience, so going the extra mile can significantly impact your business's success!
To ensure your clients are thrilled with their lash retention, always follow the best lash extension practices – learn more here. Stay connected with us on Instagram (@london_lash_usca) for more tips, inspiration, and exclusive promotions! 😊
