Lash extensions technicians should think twice before dealing with special clients.
When the customer said that the time of grafting eyelash is limited, eyelash extensions technician can think from the following three aspects, to avoid shouldering unnecessary responsibility.
1. No promise
Lash technicians can promise to treat every customer seriously; can promise to use the glue without solvent but high firmness; can promise all lashes extensions technicians are with professional training… these promises can be made because we can make it.
But for the following 3 situations, lash technicians must not make a wild promise.
1) About time
Time is an uncontrollable factor. In addition to the normal appointment time, the lash technician can arrange for the customer according to the schedule of the day. But for other requirements related to time, never give the customer a positive commitment. If customer insists, lash technician can take below reply for reference:
“Though you didn’t make an appointment in advance, I really understand your situation, I’ll arrange a service for you first, but I don’t guarantee it will be finished in time.”
2) About the finished eyelash set effect
The lash technician cannot promise to customer that the eyelashes will not fall off at all.No prerequisite, no limiting factors, direct commitment to the customer grafting effect is very abrupt, neither convincing, but also will bring a lot of after-sales problems, so it is not recommended to do such a promise, if you must say, you can add some restrictions, such as: “The grafted lashes in our shop generally do not fall off within 40-60 days.”
3) About the price
When it comes to the price, the price in the store is clearly marked, lash technicians must quote according to the price system of the store, cannot privately raise the price or reduce the price to the customer, both are not desirable. If the customer counteroffer you can reply so:
“Our shops are clearly marked with prices, so it is fairer to every customer, you pay same price and enjoy same service.”
2. No hiding
Lash technicians should not hide the actual situation to customers, about this point, mainly from two aspects to understand.
- Do not hide the actual situation of the store.
For example:
It takes two hours to do an eyelash set, you cannot tell the customer it need one and half an hour only to get them do lashes here;
The store is fully booked between 2 and 4 o ‘clock. You can’t hide the fact and say that “there are still seats available, we can arrange” and let customers wait for nothing;
The customer’s eyelashes are seriously damaged and cannot do eyelash extensions at present, at this point if we insist to do lashes for this customer; it’ll finally lead to problems, resulting in complaints.
Lash technician needs to respect the customer’s right to know, seek truth from facts, do not exaggerate, and do not hide.
2) Do not conceal the customer’s own situation
Lash technicians cannot “report good news without reporting bad news”, we should advocate praise customers, increase customer experience and satisfaction, but also need according to the appropriate situation.
When the customer’s own situation may lead to a not ideal grafting effect, or directly affect the work efficiency of the lash technician, we must take the initiative to explain the situation to the customer, cannot hide privately, otherwise it may cause unexpected troubles.
03. Find a solution
When customers are limited in time, the most important thing is to try to help customers deal with the problem to the maximum extent. Here we summarize three common methods for reference.
1) First catch, and then make up.
The customer requires 50 individual lash extensions, due to time limit we can graft 40 pcs first and then take time to fill.
2) Adjust the appointment time.
Take the initiative to adjust appointment time according to customer’s free time and inform customer.
3) Replace a lash technician.
We can arrange a more skilled, quick technique of senior lash technician for the customer who is limited in time.
Strictly in accordance with the standard process, when there are problems, do not hide, timely communication with customers, so that even if customers are too late, they will not blame the lash technicians too much, and will gladly accept the lash technician’s suggestions.
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