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Wednesday Wink - Managing the "Expert" Client

Expert CLients

2 min read

Posted by Maryann Matykowski on December 28, 2016

A few weeks ago I had an experience with a new client who was scheduled for a full set of lash extensions and based on the interaction during the appointment, I was inspired to share. I cheerfully greeted her, explained it was a lengthy service and asked if she needed to use the ladies room? After our greeting, I then asked her to come to my treatment room to read and sign my consent form. I asked her if she had ever had extensions and she said, “No”, but then added that many of her co-workers had them. She also said she did "tons" of research. Ok, I'm not going to lie, when someone tells me they have done "tons" of research, my antenna immediately goes up. You all know what I'm talking about! Those clients who have read every article, watched the YouTube videos and are now experts on lash extensions.

Explain, Don't Engage

So, when I am blessed with this particular client, we don't talk much. What I do is a step-by-step explanation of my process, the products I use, why I use said products and how long it will take. I learned a long time ago that with this particular client, it’s possible to create a monster. Someone who wants to style their own eye, tell you what lashes to use, what length and diameter to use and so on. Again, because of all the research, they know best and you, the trained lash professional, couldn't possibly know any better. It's a challenge to not engage in a back and forth conversation, as I really want to educate them. To let them know that there isn't any amount of YouTube videos that can be watched to turn someone into an expert in all things 'lash extensions'. I want to help them understand that it takes years of practice and hands-on experience to become an expert. I want to explain to them the amount of hands-on time I put in to find the perfect glue, lashes, gel pads, tape, tweezers and all the other tools needed to complete their look. But, I don't. I just smile, put on my glasses, grab my tools and go to it. I play relaxation music, make my bed cozy and provide a very tranquil environment. I don't speak unless I am checking them for comfort. When I feel they have succumbed to the lash magic, I offer a few simple instructions for aftercare. I complete my set and “WOW” them at the checkout! In closing, my tips to you, explain, don’t engage and most importantly, just smile and do your thing... Lash On!

Maryann Matykowski

Maryann Matykowski

Maryann has an accomplished, 30+ year background in the beauty industry. As a cosmetologist she opened her first salon in ’83. She has specialized as an educator since 2006. Maryann knows what it takes to create successful salon businesses and is here to share her experience with you.


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