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How to Manage Client Expectations


As a lash technician, we quickly learn that most clients have a preconceived idea of how their lash extensions will look at the end of your application.

Their perception may have come from them seeing lashes on a model in a magazine, seeing a friend’s lashes, or having lashes done by you or someone else that they know.  Building a client assessment model will help manage your client’s expectations, resulting in a higher level of client satisfaction and a lot less stress and rework you.  Engaging your client in discussion about the result prior to commencing the lash application will give you a much better chance of meeting their expectations.

When describing what they want, clients will use words like “not too long”, “not too thick”, “make them look natural”, “make them longer on the end”, “make them look just like my friend”.  All these words and comments mean nothing unless we can clarify exactly what the client is saying which is why putting context around them is critical.

An ideal way to better manage how your client will react at the end of the application is to build a lash board.

A lash board can be used to walk your client through the variables related to your lash application and enable you to engage your client in the end result; creating a sense of ownership of the outcome. It’s important that your client feels that you are hearing and understanding what they are asking you to do. 

When you manage your client’s expectation, demonstrate you have listened to them and they’ll be less likely to blame you for “getting it wrong”

Your Lash Board should cover STYLE, LENGTH and THICKNESS.  As we are going about defining our price list we all find ourselves creating nice, sexy, luscious names for the style of lash or shape of the application we are offering our clients.  We put a value on those style based on either how long it takes us to complete, how many lashes we apply, what other salons/operators are charging, plus other variables. 

You need to make it clear to your client exactly what you are offering them for the money they are paying.  It’s only fair!

How do I go about creating a lash board?

Identify 2-3 different STYLES for the Lash Sets and give them a name.  These will be the styles you are advertising on your price list, or on your web site and you’ll have a price or price range associate with each one.

For each different STYLE you need to define SHAPE with a set of words like;  “longer on the outside corners”, “medium to the middle”, “short on the inside eye”.  Use your lash mapping experience to help you determine exactly how you will be describing this style to your prospective client. Remember to offer them choices because this helps engage them in the selection process and creates a sense of ownership on their part. 

The final variable is the LENGTH and length can be a difficult one.  At Prolong Lash we us a length rule, which is more of a guideline really, but we tell the clients that “when adding length, we generally apply extensions which are 1/3 longer then the clients natural lash”.  This gives your client an opportunity to make a choice and let you know if that length meets their expectations.

Kerry Wood
Founder
Prolong Lash Australia

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