The Steps to Take When Your Client Doesn’t Like Their Lash Extensions

The ultimate outcome of any set of lashes you create is that your client loves their lashes. However, there may be times when a client is not entirely pleased with their new set of lashes, and that can be the most daunting and scary situation ever. Whether they feel the eyelash extensions are too dramatic, too subtle, or just not what they envisioned, it's essential to handle the situation with professionalism and care. So, we hope you don’t have to experience this, but if you do, then we’ve got you! Here's a guide on what to do when your client doesn't like their lashes.

Brushing lash extensions with mascara wand

Understanding the Concern

Before jumping to conclusions or solutions, it's crucial to understand the root of the client's dissatisfaction. Listen actively and empathetically to their concerns. Are the lashes too long, too short, or is it the curl that's bothering them? Perhaps they were expecting Mega-Volume lashes but received something more natural,  or your client asked for a dramatic set only to be surprised to see how full they appear in comparison to their natural lashes. By pinpointing the exact issue, you can better address it.

Offering a Solution

Once you understand the concern, offer solutions that align with the client's desires. If they wanted a more dramatic look, suggest adding more Volume lash fans or adjusting the curl. If they find the lashes too bold, consider removing some of the lash fans and swapping them out with individual lashes or smaller fans, transitioning them to a more natural set. If you have time during the appointment, it’s best to try and fix it then; but if you don’t, you can always rebook your client to come back so that you can alter their lashes.

Isolating lash extensions with lash tweezers

Eyelash Extension Removal

In cases where the client is adamant about not liking the lashes at all, then it might be best to consider eyelash extension removal. Ensure you use a high-quality eyelash remover to ensure the process is safe and efficient. Remember, lash removal products are solely for professionals as, if used incorrectly, can cause damage to the eyes, so always advise your clients to see a professional and not attempt to remove the lashes themselves at home. When it comes to removing eyelash extensions, the banana peel technique is a popular and effective method to consider.

The Banana Peel Method

Contrary to its playful name, this method doesn't involve actual banana peels. Instead, it refers to the gentle and efficient way the lashes are peeled away, much like the skin of a banana. To do this, you’ll use two pairs of lash tweezers, one to hold the natural lash, and the other to peel the lash extension off. The banana peel method is a handy trick to use when you want to remove a select few lashes and is way less messy than applying a lash remover, which could remove neighboring eyelash extensions that you didn’t want to remove. This method ensures minimal stress on the natural lashes, preserving their health and integrity. It's essential to be trained in this technique to ensure it's done correctly to protect the safety and comfort of your client. 

How to remove eyelash extensions

Offering a Redo

If your client is open to it, offer to redo the lashes. This gesture shows that you value their satisfaction and are willing to go the extra mile to ensure they leave happy. Remember to use a gentle gel or cream lash remover to ensure the old set is removed safely before applying any new lashes.

Educating Your Clients

Sometimes, dissatisfaction arises from a lack of understanding. It's essential to educate clients about the different types of lashes available, from the subtle result of natural Classic sets to the dramatic look of Mega Volume lashes. By explaining the differences between various lash types and the expected outcomes, you can set realistic expectations and reduce the chances of dissatisfaction. 

This is why a lash consultation is an essential step, as you can gauge an understanding of what your client really wants as a result of their appointment, and this sticky situation can be avoided altogether. Discuss your client's preferences, show them examples, and explain the differences between various lash types. This way, you can tailor the lash extensions to their specific desires, whether they want a natural flair or a dramatic pop.

Applying superbonder to eyelash extensions

Remember, every Lash Artist will face a dissatisfied client at some point in their career. It's not just about the mistake, but also how you handle it. With the right approach, you can turn a potentially negative situation into a positive one, building trust and loyalty with your clients. Whether it's adjusting the lash style, using a trusted eyelash extension remover, or simply offering a listening ear, you should always prioritize your client's needs and feelings. Client satisfaction is the key to success. By listening to your clients, offering solutions, and continuously educating both yourself and them, you can ensure that even if a client doesn't initially like their lashes, they will still leave your salon feeling valued and heard.