Customer service in the world of lashmaking (part 1)

Hello, my loves! Today, I want to talk to you about customer service , a particular side of lashmaking (and the world of beauty, in general).

Le’s start up

No matter how good our product is, everyone will refuse our services after a bad first impression. Likewise, no matter how new you’re to this world, fact is you’ll have to demonstrate a professional-enough attitude that helps clients to overlook your (lack of) history in favor of trusting your skills.

For that reason, I’ll dedicate this article to give you some tips on improving the customer service you gave, the first stages of consultation (when they haven’t decided to hire any service) and the final decision making (when you discuss the finer details).

So we decided to make this article

Don’t mix it up: while these process may happen simultaneously, they’ve both very different. During one, your clients will decide if they’re comfortable with you, while in the other one, it will fall on YOUR shoulders to answer their doubts, create expectative regarding the set you’ll make, and decide how to proceed with the work.

Customer service during the first appointment: a special moment

Something you must always consider is that, when we talk about eyelash extensions or any other beauty treatment, we’re dealing with luxury products – after all, no matter how important it is to look our best, food will always have priority.

Because of this, customers aim for the utmost satisfaction when it comes to the final product. When, for example, a woman asks for a mega-volume service, she doesn’t do it because she need it – rather, she wants to feel beautiful, and tha’s customer service, full-filling those feels.

So that’s the key

If you can make your clients feel good, you’re already halfway to the finish line. When you connect with them on an emotional level and show interest in their wellbeing, it will reflect in your words, gestures and actions, making you their first choice in their minds. In other words, you have to put on their shoes, try to empthatize.

If you don’t believe me, ask yourself: when you want to change your haircut, do you go to the best salon in the city, or where your favorite hairdresser is? Therefore, whe are making you that favorite hairdresser., the customer service is everything.

We always want to feel secure about this services

Chances are, nine out of ten times you go to the same place. The trust we place on someone when we’re looking for these types of service is immeasurable, and if you can nurture said trust, the benefits will be just as great!

So, want to know my tips for a successful first appointment?

Try to understand your client

When someone asks for an eyelash-extension service, they’re looking for more than a simple job: they want to feel good, or even special, about how they look, which affects their mood (and in some cases, their self-esteem).

You don’t need a degree in neuro-marketing (though it certainly doesn’t hurt), but you DO need to know this.

People make decisions based on their emotions, not on logic.

Decision-making processes start on gut-feelings, which are later followed by logic, which aims to justify that first instinct. This is a fact you’d do best not to argue with (no matter how painful it can be!): as soon as you accept it, the better you’ll perform.

My personal advice on how to deal with this is:

  • Establish an emotional connection with your clients: if you’re really interested in them as people and not as clients, they’ll identify with you.
  • Pay attention to your body language and your choice of words, in order to better send a positive message.
  • Pay complete attention to your client: listen to them, ask what they want, and learn how they feel. That will help you understand what they need, beyond a simple service.

Offer them an exceptional service

It doesn’t matter if you’re the only eyelash-extension pro in the entire town: clients will still find a way to compare you with others, because they don’t care so much for the service you offer as they do your attitude and attention.

Because of this, you should be aware of your every action and word: create a positive experience for your clients from the moment they walk in.

This can be very simple: pay attention to details and make every client in your salon (or really, anyone that ever interacts with you) feel unique and special to you.

Some ways to achieve this are:

  • Greet them cheerfully when they walk in, or call you.
  • Take notice of special dates, such as birthdays or graduations (and if someone wants eyelash extensions for their wedding, congratulate them!)
  • Offer a unique, but special service: it doesn’t have to be loud nor flashy, but it can satisfy a small need or provide a bit of extra comfort (for example, offering a cup of coffee to a tired client).

Make open-ended questions

There’s no better way to learn about our clients that through open-ended questions. These will help you learn about them, as well as understand their tastes.

And That’s for now

Because this article is particularly long, I’ve chosen to divide it in two. Next week, we’ll talk about the ways you can identify when a client is ready to make a purchase or not, and how to guide them through this decision-making process.

Until then, I want you to think on this question: Do I treat my clients the way I would like to be treated myself?

If the answer is “yes”, then CONGRATS! Keep on the good work.

If the answer is “no” or “I’m not sure”, aim higher! We can always improve ourselves, and making our clients’ experience better is a good way to start.