How you handle customer care has a dramatic impact on your income.
Being booked solid, appreciated for your skills, and having a fulfilling career are ideals shared by most Dreamlash Artists. And although these accomplishments come with their share of challenges, many lash artists seem surprised when they inevitably appear.
As a Lash Artist you’re going to have many opportunities to discover “what you’re really made of” when it comes to being a professional in situations that can be testing.
Sometimes the solutions will be obvious. Other times, you’ll need to dig deep to do the right thing. But one of the most important things in your Lash Artist toolkit is your willingness to own your part of everything that happens in your business.
Every connection-centered, heart-based lash artist finds themselves in surprising situations that confirm their fears, reflect their habits, and shine a light on the places where they haven’t taken responsibility.
Here are 3 Customer Care Fails that (if left to fester) will cost you clients, reputation, and income. (Be sure to nip them in the bud early in the New Year.)
#1 Customer-Care Fail – Punishing Your Clients
Nothing will derail your business faster than carrying the attitude that clients should be punished. Yes, there will be lates, no-shows, payment issues, and complaints. This comes with the territory of being in business. But ultimately, it’s YOUR responsibility to master handling these very predictable issues in a way that leaves a positive impression.
I strongly believe in this phrase: “When you dig a pit for someone else, it’s you who falls in.” The next time you try to send a punishing text to that client who didn’t show up to her last appointment, remember this. Stop and take a few moments to consider how your systems and communication may be contributing to making this happen in your business over and over. The next step is making a choice to handle this gracefully- one that positions you as a leader and a person who wants to grow their business.
#2 Customer-Care Fail – Making Complaints Complicated
There’s no doubt about it – when things go wrong with a clients’ lashes there’s no way to tell if it was your fault or theirs. Trying to untangle a web of reasons why the client has a few crooked lashes after 24 hours is the wrong way to handle this.
While it may be tempting to point fingers, the right way to handle this is to:
a) Have a set price for touch-ups on your lash menu ahead of time
b) Let clients know that touch-ups are a common part of wearing lash extensions
c) When the client contacts you with a concern, simply say (without defence)
“I’m so sorry to hear you’re having this problem and I’m happy to correct it!
If you want it fixed before your next fill, here’s the link to book your touch-up.”
Rather than blaming the client or making it your fault, simply practice feeling empathy every time something goes wrong.
#3 Customer-Care Fail – Failing to Follow Up
Lash Artists, you MUST follow up with your clients regularly. I recommend following up every 3 months with clients who haven’t returned.
When you fail to follow up, you’re leaving valuable connections on the table. And connections equal business growth and a greater income for you and your family.
Keep exemplary client records and send your “missing” clients a special offer if they haven’t returned in three months. This can be anything from a promo priced lash application, a free sealant or mascara with their booking, or a coupon for a free fill. (I provide the opportunity to receive these exact plug-and-play email templates here)
Whether you’re a new lash artist or have been in business for a few years, learning how to masterfully negotiate these client situations will immediately set you apart.
When a difficult moment arises, acknowledge your responsibility, and empathetically take action on the the solution.
It won’t be long before you’re handling every situation with the grace and ease that comes with being a fulfilled and happy lash artist!