From Chaos to Calm: Mastering Client Communication as a Lash Artist
There’s nothing quite like the joy of being a lash artist. Seeing a client’s face light up when they look in the mirror and realise just how fabulous they look is priceless. But let’s face it – working with clients isn’t always smooth sailing. Whether it’s funny mishaps or moments that make you cringe, client communication is at the heart of a successful lash business. Today, I’ll share one of my early experiences (brace yourself for a laugh!) and offer valuable strategies to master client communication.
The Early Bird Client: A Lesson in Communication
Back in my early days of working from home, I had an unexpected visitor at 7 am. Half-asleep and still in my pyjamas, I opened the door thinking it was a delivery – only to find my client standing there, ready for her lash appointment. The problem? Her booking was actually for the next day!
It was an awkward moment for both of us, but it taught me an important lesson: clear and consistent communication is key to avoiding these kinds of mix-ups.
Why Client Communication Matters
Good communication isn’t just about avoiding awkward moments; it’s the foundation of building trust and loyalty with your clients. When your clients feel informed, valued, and understood, they’re more likely to return – and even recommend you to their friends. Here’s how you can elevate your client communication game:
1. Confirm Appointments Like a Pro
Double-checking appointments might seem tedious, but it’s a lifesaver. Send a confirmation text or email 24-48 hours before each appointment to remind clients of their booking details. This not only prevents no-shows but also ensures everyone is on the same page about dates and times.
2. Set Clear Expectations
Every client has a different vision for their lashes, so take time to understand their goals during consultations. Be honest about what’s achievable based on their natural lashes and explain why certain styles might work better than others. Setting realistic expectations builds trust and avoids disappointment later on.
3. Educate Your Clients
Clients rely on you as the expert, so share your knowledge! Explain the different lash styles, materials, and aftercare routines to help them make informed decisions about their extensions. For example:
Teach them how proper aftercare (like cleaning lashes) extends the life of their extensions.
Share tips on avoiding common mistakes, like using oil-based makeup removers that weaken adhesive bonds.
By empowering your clients with knowledge, you demonstrate professionalism and care – which keeps them coming back!
4. Follow Up After Appointments
Post-appointment communication is often overlooked but incredibly powerful. Send a quick follow-up message within 24-48 hours to check how your client is doing with their new lashes. This small gesture shows you care about their satisfaction and opens the door for feedback that can help you improve your services.
5. Create Boundaries with Office Hours
While it’s tempting to be available 24/7 for your clients, setting boundaries is essential for maintaining work-life balance. Establish clear office hours for responding to texts or emails and communicate these times upfront with your clients. This way, they know when to expect a response without feeling ignored.
6. Personalise Every Interaction
Clients love feeling special! Take note of personal details like their lash preferences or even milestones like birthdays or anniversaries. A quick “Happy Birthday!” text or offering a small discount on special occasions goes a long way in building loyalty.
7. Stay Organised with Scheduling Tools
Invest in scheduling software that sends automatic reminders and keeps everything streamlined. This reduces human error (like double bookings) and gives you more time to focus on creating stunning lash sets.
8. Handle Mishaps Gracefully
Mistakes happen – whether it’s a scheduling error or a client unhappy with their results. The key is to stay calm, listen actively, and offer solutions where possible. A sincere apology paired with an effort to make things right can turn an upset client into a loyal one.
9. Build Long-Term Relationships
Loyalty programs are fantastic for rewarding repeat clients while encouraging them to keep coming back! Offer points for every visit that they can redeem for discounts or freebies – it’s a win-win for both parties.
10. Use Social Media as a Communication Tool
Social media isn’t just for showcasing your work; it’s also an excellent way to engage with clients outside of appointments:
Share lash care tips through posts or stories.
Announce promotions or new services.
Respond promptly to messages or comments to show you value their engagement.
Final Thoughts: Turning Communication into Connection
Client communication isn’t just about logistics – it’s about creating meaningful connections that make your clients feel valued and appreciated at every step of their lash journey. From confirming appointments to educating them about aftercare and following up post-session, these small but impactful strategies will set you apart as not just a lash artist but also someone your clients trust wholeheartedly.
Remember: laughter (and great lashes) truly is the best medicine! So stay fabulous, keep those lines of communication open, and let every interaction leave your clients feeling like VIPs.
Move from “I could never…” to “I did it!”—Sian’s course makes lash artistry accessible for everyone.
