Shep Hyken, the award-winning customer service and customer expert (CX), quoted, "The best advertising you can have is a loyal customer spreading the word about how incredible your business is." So, it's no wonder that brands like Sephora, Amazon, Apple, and Netflix are some businesses that have tasted immense success because of their highly customer-focused business ideology.
Elevating Customer Experience Beyond Lash Appointments
As a lash artist, you know the importance of loyal customers for your business. Considering your line of service, you want them to be your habitual customers who will stay with you in the future and be your business's best spokesperson.
So, your job as a lash business goes beyond providing beautiful eyelash extensions; your duty is to give clients an experience that outstands you from your competitors and defines your business as a brand that cares. Because a customer doesn't care how much you know until they know how much you care.
Let's look at a few innovative ways of adding after-sale customer service to grow your client base and brand.
Innovative After-Sale Approaches for Lash Salons
1. Personalized Client Records
When your client books their first appointment with you, maintain a logbook, or perhaps you can keep client notes on file if your booking system allows. Ensure that apart from the standard contact details and appointment times, you also make important notes about their likes, dislikes, and preference. There is nothing you can NOT extract from a casual conversation. It could be minor details about their family, friends or details about a story they have told you that's an ongoing saga. You could quickly refer to those notes before their next appointment and follow up with questions. This will make the client feel special and that you genuinely care about them. Let's be honest; even if you have a great memory, it's not always possible to remember your 7th client of the day's cat's name, so give yourself a helping hand.
2. Follow-Up Phone Calls
A lot can happen between the first lash appointment and the next. As a lash artist, you know that. Scheduling follow-up phone calls to check on their experience and lash aftercare will make them feel you care about them and remind them to look after their lashes. You could also dedicate a time slot in the beginning or toward the end of the week to calling your past and recent clients, reminding them of their appointments, asking for customer feedback, or promoting your services, retail products, or programs/specials you are running.
3. Customized Loyalty Programs
Loyalty programs are created to make your clients feel exclusive. Your program could come with benefits such as complimentary services, a free product sample, discounts, exclusive access to special promotions, or great support and assistance. You may build your client's benefits through referrals, frequency of visits, their spend, birthday presents, or reviews. But it's ideal to develop your loyalty programs based on your customer's preferences. This would be a good time to refer to the notes you maintain for each of your customers to give you a clear insight into what your clients want. Perhaps a free lash bath on their birthday or a free sachet of oil-free eye serum for your client to try out. Don't forget to incorporate special events into your loyalty programs, including Valentine's Day, Melbourne Cup Day, Anniversaries, Christmas, or Wedding Specials.
4. Informative Education Initiatives
After-sales service doesn't always have to be about selling or free offerings. Despite its popularity, many clients aren't sure of the essentials of how to maintain their lashes. Even with ready access to the lash aftercare cards you may hand out, not everyone takes them seriously, and some look after their lashes sporadically. As a lash artist, you are doing yourself and your client an excellent service if you educate them. It's a must to teach your clients about the importance of using the right products to keep them clean, why it is essential, and how to look after them in different seasons.
Still, you may be surprised to find how many clients would love to learn even more about the process. You could share videos with your clients showing them what it's like to apply a lash, what they look like with their eyepads on, or how you make a hand-crafted fan. The more your clients understand what you do, the more they will respect the work you do for them. Our blogs and vlogs can be a great way to direct them to educate them if you do not maintain a blog of your own.
5. Digital Engagement
While many know the broad reach of social media, do not underestimate the impact of emails. The digital world we are living in can do wonders for your business. While posting testimonials on social media can be a great way to acknowledge that you care about your customer's opinions and experiences. Emailing past and present clients to participate in surveys, informing them about your services, or sharing information relevant to your services can be a great way to connect with your clients.
Empathy and Trust Building in Lash Salons
1. Active Listening
It's not often expressed openly, but a lash artist is usually required to be an active listener. You may not always have happy clients. There may be times when an allergic reaction caused your client to come rushing to you for a solution, or a former customer may have come back to you to fix their less-than-ideal lashes done by another artist; these are times when you need to exhibit empathy and understanding. By being a good listener and providing them with a solution, you build trust and confidence in your business.
2. Upselling as Value Addition
It is a given that the retention of lash extensions is an equal partnership between lash artists and clients. Upselling to clients to maintain their lashes should not seem like a strategy to make more money but should be promoted as a value-add. Prolong Lash's aftercare products are formulated exclusively for eyelash extensions. Loved by lash artists and their clients in 80 countries, Prolong Lash cleansers are oil-free and clean lashes thoroughly, subsequently prolonging lash retention. Our oil free hydrating eye serum can be an outstanding recommendation to your clients who are torn between maintaining their lashes and keeping their eye area hydrated. Our oil free eyeliner will be a great addition to your clients who wouldn't have to worry about going make-up free to hold their lashes. We can guarantee you that providing them with the best lash service along with Prolong Lash's best products will add to your excellent customer service and add value to your lash business.
In the vibrant realm of lash salons, after-sale strategies emerge as the linchpin for success. By prioritizing personalized care, empathy, education, and premium products like those offered by Prolong Lash, your lash business can transcend mere transactions, fostering enduring client relationships and thriving in a competitive landscape.