Lets go back in time a bit….II was about 2 months into the process of opening my Lash Studio. I was staying late, coming in early and i was building my clientele one lash extension at a time. Every client that walked through my door was like gold and i was trying to do my absolute best to leave a good impression on every single one. Then it happened. A client called with existing lashes on from another technician where she vacations. She needed a fill and having no protocols yet set in place to handle this situation, we booked her 75 minute fill appointment.
Im sure you see what’s coming next …. yep…Her lashes were HIT. TERRIBLE. Too much adhesive and clumping you couldn’t even sift, WAY too long and WAY to heavy that her natural lashes were nowhere to even be seen. You name it, she had it. And a very demanding, high maintenance demeanor to go with it.
So I gently proceeded to explain to her what i was seeing, showed her pictures of what her technician had used and explained it was improperly done and that i would be unable to fill her, Recommending a removal before another full set.
Of course she was thoroughly offended, praising her previous lash technicians credentials and years of lashing etc etc etc. Well She yelled and she huffed and she puffed and needless to say she was the very first person i refused to lash and I turned away. I was out a customer, money and 75 minutes for the fill. And i was an emotional mess.
So what did I do wrong? ALOT. And i’ve learned better. So here is what i do different now..
FIrst. Consultations are needed whenever you have a client call with existing lashes from another technician. PERIOD. It should only take 15 minutes of your time and free to the client. This is to be able to asses the lashes so we can make sure to match the existing set and to guarantee the correct amount of time is booked in order to fill them. My receptionists have this verbiage DOWN.
Second. Dont throw shade. Dont even throw a shadow. Clients are often unaware of what is really going on with their lashline and are most times loyal to their previous tech. Maybe she is coming to you cause she couldn’t get in with her other tech, or her usual girl is on pregnancy leave or something and needs someone till she gets back. You never know the situation and everything you say could get brought back to that tech and spun to make you look like the bad guy. Trust me, you don’t need that kind of bad press in the industry especially if you lash in a small town.
SO I don’t even bring the tech into the consultation anymore. Instead of saying “your previous tech has used WAY to thick and WAY too long for your natural lashes” instead I focus on educating the client and telling them what I would like to see done with their lashes:
“I notice the extensions you have on now are weighing down your natural lash and creating gaps and possibly stress for longterm wear. What i would like to see is a shorter lighter volume extension that will fan out and give you a thick fluffy look along with a lash serum to strengthen your lashes”.
Think of yourself like a doctor doing a consultation. Be thorough! Be professional!
Third. It’s ok to refuse to lash over another techs work. Not only is it a liability to work on someone who has a damaging set on, but now it’s your name on those messed up lashes walking around town! The genuine clients who are concerned with the health and state of their natural lashes and quality of work will appreciate your honesty and professionalism. And The rest who dont…. Well…BYE FELICIA!!