Lashing is an industry where success is highly dependent on retention. However, any veteran lash artist knows that quality lashes aren’t the only thing that keeps clients coming back appointment after appointment. Building
relationships is an essential part of retention (we love our iLashCharlotte loyals!)
To build relationships, you must have professional and meaningful conversations about life, love, and all things lashes!
Even though sometimes you might feel like a therapist, it’s essential to be mindful of the lash experience you are providing to clients. And, since you get to spend 1.5 or more hours together, it’s also crucial that you keep the conversation respectful while having healthy boundaries in place when necessary. Choosing the right words and talking points can help put a client’s mind at ease, let them know they are in good hands, and show off your professionalism.
With that being said, there are lots to talk about! However, we believe that there are some topics lash entrepreneurs should avoid all together during appointments. So here are three topics to stay far, far away from during your next consultation.
You probably already knew this, but talking about politics can be triggering. I’ll be honest; the 2016 election was a rough time personally and professionally. I found myself biting my tongue ALOT. Truthfully, we all know how heated politics
can be- especially in today’s society. It feels like we’re more divided than ever sometimes. But, remember that your lash studio is a place of business. There’s plenty to talk about during a 1.5-hour lash appointment so pick something other
Don’t be afraid to take control of the conversation if it takes a turn in a political direction. Be open and honest with your client and let them know that’s just not something you are interested in discussing productively. It’s OK to have
healthy professional boundaries to take care of your mental wellness.
Choose Your Words Wisely
Don’t mix your personal or professional drama with client chatter. Stay away from gossip or spilling all of the details about something an employee did last week. Unprofessionalism can be a huge turn-off for some clients. Even if you
are taking over and repairing a horrible job by another lash artist, be sure to choose your words professionally. Let your experience and confidence win them over. Remember, you don’t have to bring someone else down to rise up!
Educate Through Conversation
Don’t shy away from educating your clients if you want to improve client retention and provide a premiere lash experience! We all need to be informed to make decisions. You might find that many clients just don’t know about all of the options, styles, or what’s right for them. Don’t be afraid to step up and provide professional recommendations.
Educate them about eye shapes, lifestyles, and lash extension options so you can make good decisions together.
Above all, it’s important to continue educating your clients to help them make decisions about their lashes’ health, safety, and quality. This is something we pride ourselves on at iLash Charlotte. Don’t be afraid to offer your expertise.