As a lash artist, it’s important to prepare for all of the possible ‘what ifs’ that could arise in your lash studio. Putting together a crisis management plan for lash emergencies should be a top priority! Although we can’t always plan for every curve ball life throws at us, there are some common text book examples of lash issues you can plan for even if you never experience them.
Safety First: Know how to react if adhesive gets in a client’s eye. This is a serious situation but don’t panic! Prompt action is required to reduce the risk of complications. Remember that Cyanoacrylate, the main ingredient in lash adhesive, will harden with moisture so, if it enters the eye, it will immediately start to harden instead of spreading within the eye. Natural tears should be enough to remove all of glue remnants over time. Keep a gentle saline solution on hand which will help flush out glue particles.
Irritation or Allergy: If a client starts complaining of irritation, review their history. How long have they had lash extensions? Have you introduced something new like an adhesive or new brand of lashes? Keep detailed notes to help determine and solve the problem. It’s also possible that a regular client who suddenly start experiencing symptoms could be having an allergy to something seasonal like mold or pollen. Remind clients that daily lash cleansing can help remove allergens.
The Unhappy Camper: Have a plan in place for unhappy clients. Be sure to clearly lay out your policies when it comes to refunds and cancellations. It’s important to always have great customer service but remember that our time is money! If a client is unhappy with their lashes for whatever reason, be prepared to deal with the situation and be consistent. Will you remove lashes for free? What is your refund policy? All things to think about before you start lashing!
