Eyelash Extensions Academy
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.
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.
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.
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!
Premature Lash Loss and Retention issues are the #1 thing that frustrates Lash Artists the most.
The #1 thing to remember is that it’s not necessarily your fault.
If you’re following your training and using the Dreamlash Method, you’ll notice that for every 10 clients with great eyelash extensions retention, 1 will experience rapid lash loss and will look to you for the solution.
How do you get to the bottom of this? Here’s 7 tips to help you unravel the mystery:
1. Compliance Check
Are you following every Dreamlash procedure? Setting up your station with the proper tools, storing your chemicals appropriately, shaking them before every use, and keeping them up to date are key components. If any steps are missed, the entire system will be less effective.
2. Product Quality Check
If 10 out of 10 clients are experiencing rapid lash loss within 24 hours, something may be going wrong on your end. Make sure all your products are fresh. Although it can be frustrating to dispose of your adhesive when it’s not completely empty, remember it has a 3-month life once it’s been opened. You’ll find that investing in a new Quickie Adhesive every 3 months will drastically improve your retention rate.
3. Client Sleep Check
If it was the, “I woke up and had lashes all over my pillow!” spiel, this means the extensions are rubbing off onto their pillowcase/sheets while moving around in the night. These are the clients who also have no outer corner lashes when they come back in to see you. To resolve this issue, simply recommend that they purchase a tencel, bamboo or silk pillowcase. The fabrics will prevent lashes from catching in the fibres, resulting in a fabulash sleep!
4. Lash Cycle Check
If your client noticed the most loss throughout the span of a week or two, she may just be having a little blip in her natural lash growth cycle. A healthy natural lash takes 60-90 days to grow from root to tip, and we have 3 phases of growth; anagen, catagen and telogen lashes. Every few months clients may notice their lashes fall out faster. Hormone fluctuations, changes to their diet, medications can all influence how the lash cycle flows.
5. Setting Guidelines Check
Are you delivering your consultations the way you were trained in class? This gives clients ample opportunity to ask questions and undo some of the myths about lash extensions being totally “low maintenance.” Investing this time for consultations, and providing Dreamlash After-Care cards will pay back in spades to get clients to keep coming back. Which leads me to…
6. Client Knowledge Check
Pop quiz! No, seriously, it’s time to test your client about their after-care knowledge. Although they may have worn that waterproof mascara one time, it could very well be the culprit. Ask your client if they’ve been using anything out of the ordinary (any products with oils, glycols, or waxes will cause retention issues). If you can pinpoint the product potentially causing the issue, have your client refrain from using it if possible while getting lash extensions.
7. Environment Check
Keep your studio space at a temperature between 20-24 degrees Celsius, and a humidity range of 40%+. Having a steady temperature and humidity will keep your adhesive fresher longer, you and your client comfortable, and will be the optimal climate for the fastest application.
IN CONCLUSION: You as the Lash Artist is only responsible for your part of it. Offer for the client to come in for more frequent fills, get to the bottom of what may be causing the shedding and inform them of this, and be honest with your client. If they want to continue getting their lashes done, they will find a way to make that happen – and they will invest the time in caring for them.
If they want to keep wearing their waterproof mascara on top of their luscious lashes, then it’s important they know the risks as they assume the responsibility of being a ‘lash parent’ once they sign the consultation agreement. They will be thrilled to know you carry a mascara that’s safe for lash extensions.
Our role at Dreamlash is not only to educate you to become a Lash Artist but also to continue that training in terms of helping you move forward in your journey as a successful Dreamlash Artist.
Today, I’d like to share some valuable information to help you along the way.
“THOSE WHO SAY ARE MANY. THOSE WHO DO ARE FEW. WHICH ONE ARE YOU?”
Business Tip:
If you say you want to do lashes, then get trained and do lashes.
You can talk about it and stay where you are, or do it and make money from it.
I just want to share some math with you. So it’s important, for your life, that you don’t get distracted here.
If you do 4 sets of lashes per week at $150 per set, you’re making $2400 per month.
But here’s the interesting part though. Why would you only do 4 sets per week?
The reason you get your lash training is to become confident in the Dreamlash method, and then just use it over and over. So if you started doing 8 sets per week, look what happens to the numbers. You’re now making $4800 per month.
This is exactly how I started my lash business. I asked myself these questions:
1) What’s the investment?
2) What’s the potential return on my investment?
3) What will I lose if I DON’T do this?
You’re on this page because you’re passionate about beauty. And some of you already know that working from home as a lash artist is one of the best ways to make money, and some of you have just learned that a minute ago by reading this post.
And my question is, will you actually get trained? And if the answer to that is yes, that’s awesome. And will you have all the tools, methods, marketing tricks, support, and skill set to build a profitable lash business?
You don’t need to have a fancy lash bar. Our most successful lash artists work from home or have a boutique studio.
You don’t always need a prior background in beauty.
You don’t need to use expensive marketing tactics like fancy branding and paid advertising.
And you certainly don’t need to compete with low-priced lash technicians who cut corners just to make a buck. They serve a totally different clientele than you deserve.
When I first decided to get lash training, I only planned to do 2-3 sets per week, part-time, for some extra income. But the industry has been growing so rapidly that I turned it into a full-time career. To this day, eyelash extensions are the only beauty service on an incline. (According to Nielson Statistics)
So here’s what I can tell you. Stop talking and start taking action. Even if it’s not lashes, whatever your dream is, you must take action on it. You will never be “ready.”
I didn’t start out being good at lashes, I GOT good at lashes. So I am not special, or different than you. I was a single mom working at Starbucks and I just said “If I’m not getting the promotion I was promised, I have to find a way to increase my income so I can take care of my son.” And back then there were only 3 or 4 lash training companies so I traveled…..far…..to get my training. And I would do the same today – to get the best training and support that fits my goals. And in that moment, I went from someone who just talks about her dreams, to someone who achieves them. And I want that for you, too.
For those of you who are ready to stop talking and start achieving, click here.
-Angela May
Eyelash extensions are to beauty what sliced bread is to baking – the best invention ever! But with any game-changing beauty treatment, there are certain safety measures and precautions that both the lash wearer and the lash artist should keep in mind when deciding to undergo a lash extensions session.
When applied properly, beautiful lash extensions will have a natural looking appearance as though they grew out from your own eyelids, all full and fabulous! Conversely, improperly applied lash extensions can look unnatural and unflattering, and could possibly open a pandora’s box of problems ranging from slight irritation to serious chemical burns and even vision impairment!
Now we’re not trying to scare you away from this awesome beauty enhancement, but instead trying to help you make an informed decision when looking to get lash extensions. By following these simple tips, you can avoid an unfortunate lash extensions disaster, and be on your way to fabu-lashes.
Choose your lash artist wisely
You are essentially having tiny hairs, whether real or synthetic, individually adhered to your own natural lashes; and that’s a very intricate job requiring specialized training. So your first concern should be choosing a highly skilled lash artist with the best eyelash extensions training in proper safety measures and techniques.
Lash artists trained by Dreamlash Academy have the best eyelash extensions certification and are highly equipped to deliver the lashes of your dreams. They are trained to use the correct materials, tools and techniques to deliver your best lash extensions experience, all while taking care to protect your eyes, natural lashes and the sensitive skin around that area during the application process.
With a steady and flawless technique, Dreamlash artists deliver a seamless application of lash extensions that will have people wondering, “Maybe she’s born with it?” Ultimately, the Dreamlash Academy certification is the best testimonial of a lash artist’s competence. With that certification in tow, you can be assured that you’re in good hands and feel confident that your lash extensions will look fantastic and be long-lasting.
Use only the best eyelash adhesive
Aside from the lash extensions themselves, the eyelash extensions adhesive is the most important material in lash extensions application. Before you even get into the lash artist’s chair, ensure that he or she uses only the safest and most effective eyelash extensions adhesive available. When paired with Dreamlash primer, the Dreamlash Quickie Adhesive is most effective at keeping your lash extensions intact, as it is heat-resistant, water-resistant and steam-resistant. This means your fabulous faux lashes will remain full and lustrous through most daily activities.
Furthermore, this semi-permanent eyelash extensions glue will not damage your natural lashes. It is hypoallergenic and formaldehyde-free, and also has anti-microbial properties to help minimize the possibility of bacterial infections.
Though there may be “cheaper” formulations on the market, in the long run it will cost you far more money to fix any problems that arose because of ineffective and unsafe lash glue. So stick with the Dreamlash formulation and you are sure to have a fantastic lash extensions experience.
Ultimately, responsibility lies with both the lash wearer and lash artist to ensure that the lash extensions are as perfect as possible, without exposing the wearer to any adverse effects. The lash client should ensure that her technician is Dreamlash certified and uses only the best quality materials provided by Dreamlash Academy. Likewise, the onus is on the lash artist to keep their lash training up-to-date and regularly refresh their technique and lash extensions kit with knowledge and supplies from Dreamlash Academy.
Tesi Johnson is a beauty blogger for Dreamlash Academy, an unrepentant beauty addict, and lover of all things fuzzy. She loves writing about the things that truly matter in life, including (but not limited to) makeup, fashion and food.
Congrats! You completed your course and
got certified with flying colours – so, what’s next?
1. Practice, Practice, Practice.
First, and most obvious, get your name out there
by offering no-cost or low-cost services to everyone you know. Post your new status as a Lash Artist on all your social media profiles and take as many practice clients as you can fit into your schedule until you’re 100% confident.
2. Perfect Your Portfolio
Normally, clients want to see photos of your
actual work. Give them exactly what they
want by showing a clear “before” and “after photo.
WARNING: Never post photos of “bad lash work”
done by other people in places clients can see them. Most clients don’t read
subtext, and you risk the client associating you with poor quality work. You also risk them viewing you as an unprofessional in the industry with questionable business etiquette. Even though your intention is to spread awareness, you can truly risk the client becoming terrified of getting their lashes done.
By keeping your portfolio full of photos you’re proud of,
you’re making it easy for clients to see you as a
polished professional!
3. Don’t get caught up in a Competitive Mindset
Don’t “click yourself crazy” by researching online ads and compare yourself
to anyone else. Focus on creation and collaboration.
Make friends with all the other Lash Artists – not enemies.
I’ve heard countless stories of Lash Artists going on maternity
leave, or moving to a new city, and giving all their clients
to a Lash Artist who they trust.
Remember, your certification is what’s going to give you a headstart,
your commitment to practicing and professionalism is what’s
going to keep you booked solid and sought after!
If you’re interested in the Lash Industry, I want to know you!
Join Lash Stars Facebook group to interact with supportive, positive
Lash Artists :https://www.facebook.com/groups/LashStars/
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Angela May is the founder of Dreamlash Academy of Advanced Lash Artistry (www.dreamlash.net) She is a master level Lash Artist, Educator, and Mother of an 11-year-old boy. She specializes in helping Lash Artists break through industry standards and get paid what they’re worth with award winning courses in eyelash extensions, volume lash extensions, semi-permanent mascara, and Lash Artistry Business Secrets. Before becoming an Educator, Angela happily ran a multiple-six figure Lash Artistry practice in 2 cities – Calgary and Winnipeg. She now passionately delivers her secrets to committed Lash Artists who won’t settle for less than the best. Visit www.dreamlash.net for FREE articles, resources, and course schedules.
