Exceptional lash services aren't just about technical skill. The way you communicate with clients can make the difference between a one-time visitor and a loyal client who refers to everyone they know. Here's your guide to mastering client communication at every stage of the lash appointment journey.
The pre-appointment phase is your opportunity to prevent confusion and build excitement. When a client books, send a confirmation message that includes practical details like your address, parking information, and a reminder to arrive with clean, makeup-free lashes. This simple step eliminates last-minute scrambling and shows professionalism.
Take it a step further by asking about their lash goals. Try saying something like, "I'm so excited for your appointment! To help me prepare, what look are you hoping to achieve?" This opens a dialogue and helps you mentally prepare for their service. You might also want to mention any contraindications or aftercare requirements upfront, especially for new clients who may not know that oil-based products can affect retention.
A quick text or email 24 hours before their appointment works wonders for reducing no-shows. Keep it friendly: "Looking forward to seeing you tomorrow at 2 PM! Remember to come with clean lashes and no mascara. Can't wait to create your perfect lash look!"
Once your client is on your lash bed, communication becomes about creating a relaxing experience while building their confidence in your expertise. Start by walking them through what you're seeing. "Your natural lashes are in great condition, which means we can create some beautiful volume. I'm thinking a wispy, natural look would be stunning on you. How does that sound?"
This approach positions you as the expert while still involving them in the decision-making process. Always explain your choices, especially if you're recommending something different from what they requested. "I know you mentioned wanting a dramatic look, but given your natural lash length, I'd suggest starting with a medium volume to protect your natural lashes. We can always add more at your next fill."
During the application, brief check-ins keep clients comfortable without disrupting the relaxing atmosphere. A simple "You're doing great, just stay relaxed" or "We're about halfway through" helps anxious clients feel at ease. If they fall asleep, that's the ultimate compliment to your comfort-creating skills.
The conversation doesn't end when the lashes are done. Before your client leaves, give them specific, memorable aftercare instructions. Rather than handing them a generic sheet, personalize it: "Your lashes look incredible! Here's what will keep them that way. No water for 24 hours, then cleanse them daily with a lash-safe cleanser. I recommend using a spoolie every morning to keep them fluffy."
Book their next appointment before they leave. Try framing it positively: "You'll want to come back in three weeks to keep this gorgeous look. I have an opening on the 25th at the same time. Should I lock that in for you?" This proactive approach keeps them on schedule and shows you care about maintaining their investment.
Follow up within 24-48 hours with a message that reinforces aftercare and invites feedback. "Hope you're loving your lashes! Remember to keep them dry today and start cleansing tomorrow. Let me know if you have any questions, and I'll see you in three weeks!"
Thoughtful communication transforms the client experience from transactional to relational. When clients feel informed, valued, and supported throughout their lash journey, they become enthusiastic advocates for your business. These simple communication hacks create the foundation for a thriving lash business built on trust, expertise, and genuine care.
Comments will be approved before showing up.
