RESOLVING CLIENT EXPECTATIONS
Certainly! Let's dive into each topic in more detail:
FALL/SPRING SHEDDING
1. Education:
- Explain to clients the natural growth cycle of eyelashes, which includes three phases: anagen (growth), catagen (transition), and telogen (resting/shedding).
- Emphasize that shedding is a normal part of the eyelash growth cycle and that everyone experiences it, regardless of whether they have lash extensions.
- Provide visual aids or diagrams to help clients understand the process and how it affects the retention of lash extensions.
2. Managing Expectations:
- Set realistic expectations regarding the lifespan of lash extensions. Inform clients that they can expect some shedding of natural lashes and, consequently, some loss of extensions over time.
- Explain that the rate of shedding can vary from person to person and may be influenced by factors such as genetics, age, and overall health.
- Encourage clients to schedule regular refill appointments to maintain the desired lash look and compensate for natural shedding.
3. Aftercare Guidance:
- Educate clients on proper aftercare practices to minimize premature shedding and prolong the retention of lash extensions.
- Recommend gentle cleansing of the lashes with a designated lash cleanser to remove oil, debris, and makeup residue without compromising adhesive bond strength.
- Advise clients to avoid rubbing or pulling on their lashes, as this can accelerate shedding and potentially damage both natural lashes and extensions.
4. Regular Refills:
- Stress the importance of scheduling regular refill appointments every 2-3 weeks to keep lash extensions looking full and voluminous.
- Explain that timely refills can help maintain the desired lash density and offset any loss of extensions due to natural shedding.
- Offer package deals or loyalty programs to incentivize clients to book consistent refill appointments and maintain their lash extensions over time.
LIFESTYLE FACTORS
1. Consultation Process:
• Conduct comprehensive consultations with clients to assess their lifestyle habits, preferences, and any factors that may impact the longevity of lash extensions.
• Ask specific questions about the client's daily routine, including activities such as exercise, swimming, or exposure to environmental elements.
• Use the information gathered during the consultation to tailor lash extension recommendations and aftercare instructions to suit the client's lifestyle.
2. Customized Recommendations:
• Recommend lash extension styles and materials that are suitable for the client's lifestyle and preferences.
• For clients with an active lifestyle or who engage in activities that may expose them to moisture or humidity, suggest waterproof or sweat-resistant lash adhesives.
• Consider factors such as eye shape, natural lash health, and desired lash length and curl when customizing lash extensions for each client.
3. Aftercare Adaptations:
• Provide personalized aftercare recommendations based on the client's lifestyle and daily activities.
• Suggest adjustments to the client's aftercare routine, such as using a lash sealant or protective coating for clients who swim frequently or engage in vigorous exercise.
• Emphasize the importance of following aftercare instructions tailored to their lifestyle to maintain the integrity and longevity of their lash extensions.
PERSONAL ERRORS
1. Offer Solutions:
• Propose solutions to rectify the issue and meet the client's expectations. This may involve offering a complimentary touch-up or refunding the service fee, depending on the severity of the error.
• Consult with the client to determine the most appropriate course of action and ensure that they are satisfied with the proposed solution.
2. Reassurance and Assurance:
• Reassure the client that steps will be taken to prevent similar errors in the future.
Highlight the commitment to continuous improvement and maintaining high standards of service quality.
• Communicate transparently with the client about any corrective measures implemented to address the root cause of the error and prevent recurrence.
3. Follow-Up:
• Follow up with the client after implementing solutions to ensure their satisfaction and address any remaining concerns.
• Demonstrate attentiveness and a willingness to resolve the situation to their complete satisfaction, even if it requires additional follow-up or adjustments.