Are you going above and beyond to make your clients happy?
Sure, you may be a highly trained lash artist or an experienced trainer, but if your clients aren’t gushing to their friends about how amazing your services are, then there’s still work to be done!
Aside from giving your clients incredible lashes or training, it’s important that you’re also going the extra mile to put a smile on their faces.
From expressions of gratitude, to becoming your client’s own personal cheerleader, there are plenty of ways you can add the cherry on top of their day.
1) Keep communicating with your clients
Typing out an email may sometimes be quicker, but nothing beats a real conversation, so pick up the phone for your clients!
Actually, talking to your clients will give you the opportunity to ask questions and get to know them on a level that is impossible to do so via text or email alone.
With online booking technology, you might miss out on the chance to speak to your clients when they book.
As a nice extra, why not provide a courtesy call before a client’s appointment or course, just as a friendly reminder and also a follow-up call after the appointment or course, to check that everything is as it should be.
2) Be available, but be realistic
If you haven’t set boundaries around your availability yet, now’s the time. It is so easy to tell your clients that you’re contactable at any time, but in reality, this is just setting yourself up for failure.
Can you truly be available to your clients when you’re taking the kids swimming or when you’re out for lunch with a friend?
No, and neither should you be – you’re entitled to switch off from work.
Set clear boundaries with your clients, letting them know what hours you are available to be contacted.
If they want to contact you outside of these times, they can leave a message, and you can get back to them when you’re next available.
By being clear about when you are contactable, your client won’t be disappointed when you don’t answer the phone because you were busy enjoying your outside-of-work life.
3) Express gratitude
Everyone loves to feel appreciated, and that includes your clients. Make their day by thanking them for being such a good customer or student.
At the very least, thank them verbally as they leave or send them a text, if that’s how you communicate with your clients.
If you’re willing to go the extra mile, however, sending a ‘thank you’ note to their home address is a wonderful way to really take them by pleasant surprise.
A message as simple as ‘thank you for trusting me with your lashes; I can’t wait to work on them again next time!’ is such a lovely touch.
Sending out holiday cards is also a thoughtful way to express gratitude to your clients at the end of the year.
4) Set up a Google alert for your clients
This is a particularly good tip if you’re an eyelash extension trainer. Your clients may go on to start their own business, and by setting up a Google alert, you can be notified when that business has a new search result.
This way, you can be the first to congratulate them on any successes and impress them with your thoughtfulness.
Even after they’ve fled the training nest, if you become their cheerleader, they’ll always keep you in mind for any of their future training needs.
5) Compliment your clients
Give your clients that warm fuzzy feeling by giving them compliments. If you’re applying for their lash extensions, it can be as simple as saying how beautiful their purple top looks on them.
If they’re a trainee of yours, let them know how impressed you are with their work. If you can make your clients feel more confident when they leave you, compared to when they first arrived, you’re doing a good job.
6) Be mindful of the time
Time is precious for both you and your clients.
Whilst letting the appointment overrun, because your client is telling you about her wedding plans, may feel like a good way to build rapport, all you’re actually doing is putting yourself behind for your next appointment.
Your client may also not realise the time and that she is running late for something else. It’s important to set clear time boundaries and don’t be afraid to wrap up the conversation quickly when the appointment is over – it’s better for both of you in the long run!
7) Take responsibility and fix problems
We hate to admit it, but perfection doesn’t exist. We’re all humans, and sometimes we make mistakes. As soon as you find out that a client is unhappy with your service, it’s time to leap into action.
Quickly work out how you can rectify the situation and reassure your client that you are working on it. If they need to come in for another appointment, prioritise them and if they’re unsatisfied with a part of their training, consider offering them a little more of your time, free of charge.
If, when things go wrong, you can fix situations quickly and apologetically, you’ll earn trust and respect from your clients. This is what inevitably builds customer loyalty, and chances are they’ll tell their friends how impressed they were with your quick reactions.
8) Keep your team happy
If you have a team of people who work with you, don’t forget to keep them happy too! Making sure they have what they need to do their job well and treating them with the same kind nature that you treat your clients with, will create a contented workforce. These feel-good vibes will then rub off on your clients too.
So there you have it, with a little time and effort, you can truly make your clients’ days a little brighter. Not only will you feel good for making someone smile, but you’ll also reap the benefits when your clients return to see you time and time again.