How do you deal with unreliable customers?
Who does not know it? The one customer who is always late. In the service industry, there is an unspoken rule that the customer is always right. But it's very annoying for an eyelash stylist when this happens for many reasons.
WHAT TO DO IF A CUSTOMER IS NOT ON TIME?
If the customer is more than 30 minutes late, we recommend these options:
- Offer a service of the same category that takes less time. For example, a customer comes for 3D eyelash extensions. This treatment lasts about 2 hours. 3D lashes cannot be made during this time. Offer the customer a classic eyelash extension. This service takes less time.
- Reschedule the appointment to another day.
- If the client is late, the work can only be completed in full if this or another stylist has an appointment for the next time.
- Call the next customer. Sometimes they are patient and can come a little later.
WHAT AN EYELASH STYLIST SHOULD NOT DO IF A CUSTOMER IS LATE
Don't provide an "abridged version of the service". The best result cannot be guaranteed. But even if the client is willing to take risks, never risk the safety and quality of service.
Imagine you go to the dentist and he says that the tooth needs 1 hour to be treated. Do you want the doctor to hurry up and try to get the job done in 30 minutes? The situation is similar with eyelash lengthening treatments.
A truly customer centric and high quality lash salon will not allow a client to walk away with uneven lash extensions just because the stylist was in a hurry. Ultimately, such a result is undesirable for both parties - both the client and the eyelash stylist.
The customer didn't come or came too late. The treatment is booked but there is no money in the register. What should I do? There is a way to avoid such situations.
When the client requests an eyelash extension appointment, tell the client that they will have to pay a fixed price for a missed treatment. A client who misses a treatment and comes to the next pays the cost of the treatment itself and a penalty for missing the previous one. The cost includes the rent of the premises and the time of the beautician. The stylist cannot be accused of not receiving money due to the fault of the client. The customer should pay for downtime.
TIPS FOR CUSTOMERS
DO NOT COME EARLY
Come for eyelash extensions no earlier than 5 minutes before the agreed time. Appointments are scheduled so that the next client does not have to wait until work is completed with the previous one. In addition, the stylist needs breaks and time to eat.
Conny Lashe's tip: If the client needs to arrive much earlier, contact the stylist and ask if it fits earlier.
Sometimes clients ask how soon it will be possible to finish once they start work. Or worse, they compare the eyelash stylist to the previous one and say the treatments were faster. Such statements cause stress. The eyelash stylist is in a hurry and can make mistakes.
DO NOT TAKE CHILDREN
A beauty salon for eyelash extensions is not a kindergarten. It is not intended to entertain noisy children.
Excelentes consejos. Muchas gracias 🙂
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