The competition for customers is challenging in any industry. One of the best ways to set your business apart from the rest is by providing customer service that exceeds and goes far beyond expectations.
Are you an eyelash extension technician? Eyelash extension technicians are often the first point of contact for customers. Whether you're an eyelash technician at a salon or an independent freelancer, it's essential to provide excellent customer service to retain clients and have word-of-mouth referrals. Loyal customers will define the longevity of your business or the success of your freelancing. Here are ten ways eyelash extension technicians can provide superb customer care.
Welcome all clients with a warm smile when they come into your establishment, and offer them refreshments if you have some. You haven’t done the procedure yet, but this complimentary service already reflects how much you care for customers, making them feel at home. Then, show your knowledge and expertise on lashes when you start the consultation.
You can also build trust online through social media posts and blogs. Customers usually research first before visiting lash service businesses. Establish trust by posting accurate and reliable posts each time and replying to customers promptly. Include genuine reviews from previous customers for strong social proof (#6) and credibility.
Now that you have created a positive first impression, sustain the momentum by showing genuine care for your customers. Most of the time, it’s the little details that mean a lot. For instance, do not forget about your customers’ names, and address them nicely as a new friend would. Also, remember your client’s preferences and pet peeves when having their eyelash services. Taking note of their birthdays and sending them greetings on their special day can make your service stand out from others. But of course, you shouldn’t cross any boundaries doing this—always keep it nice and professional.
Listening begins during the consultation session. Some of the details you’ll want to hear from the customers are the following:
These are the basics, but listen more to the main reason why they want the service. Many come to you for a confidence boost, so touch on this topic during the discussion.
Lash service involves the eyes, which are a sensitive part of the body, so any condition that will put the body at risk should be laid on the table. Set a comfortable atmosphere so your client can easily share all the must-know details.
When it comes to aesthetics, it is a lash extension technician’s job to communicate the different eye shapes and lash styles in an educating manner. This is crucial so clients would know and decide what lashes are best for them.
In line with being honest, you should be 100% transparent with the customer. Never recommend a lash style just because it’s the most expensive one and you can earn more. Lashes are also not like the food you order in a restaurant; you can’t simply persuade your clients with bestsellers. A Classic Lash Technician Course will equip you with all the knowledge you need.
The best you can do is to show all types of lashes and how aftercare works for each. Letting them know of the lashes' duration can also help them decide which style is best for them.
Do not hesitate to show that you are the best eyelash extension technician by posting genuine client feedback on your website and social media pages. This social proof means a lot, especially for first-timers. When they see that your past customers are satisfied with your service, they are more likely to sign up for your lash extension service.
Encourage your old customers to recommend you, too, either by word of mouth or through their social media accounts. Anyone with a Facebook or Instagram account is an influencer nowadays, so you might as well use it to your advantage!
To avoid angry customers and complaints, manage expectations before the service. For example, ensure that your client knows that the lash application service lasts longer than an hour. Being transparent on the pricing from the beginning is also the way to go. Also, let them know what aftercare assistance they can get from you, how they can reach you if any issues occur, and how they can follow through with your services.
Speaking of managing expectations, let your client know that they should block at least half a day for the eyelash extension application. This process can get very intricate, and no matter how excellent your skills are, rushed eyelash extension applications are a big no-no.
On your end, make sure to keep your schedule organized. It is best to encourage customers to book ahead of time to ensure that they have a slot. Having tons of customers is good news, but never rush to get more sales or impress customers. Always focus on quality instead of speed.
Professionalism should be a part of your DNA, especially when handling feedback and criticism. For positive feedback, make sure to reply with gratitude and a polite request for referrals. Meanwhile, use criticisms as opportunities to learn and improve. Thank the client still for being honest and letting you know of your areas for improvement. Assure them that you will definitely work on it and provide a better service.
Let not the ending of a lash extension service be the end of your communication to your client. On the contrary, it should only be the beginning. Make sure to get your client’s contact information, like their phone number and email address, so you can keep them updated with your latest offers. Give them your contact number, too, and let them know that your lines are open for any lash-related concerns.
Practice the same openness on your blogs and social media accounts by adding call-to-actions, including your contact information.
Becoming an eyelash extension technician does not only require perfecting your skills and always looking for ways to level up your knowledge. It also requires building relationships with your clients, so they’ll trust you and continue having your services. You can start by applying these ten ways for superb customer care. If you want to get a more in-depth education, a lash technician course can equip you with all the customer service knowledge you need. The great news is we have a module solely focusing on this area here at Beauty Boss Academy. We’d love to share with you what we know about client care so you can make a name for yourself in the beauty industry. So don’t hesitate to reach out!
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