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That's right! I said it... these three areas are slowly pushing your lash clients away from you.
Are you doing these?
As you read over these, evaluate your lash business on a scale of 0-5; 5 being amazing, 0 means it's not happening/existent.
I call this- The Triple Threat to Not Keeping Clients!
Programs- Referral & Loyalty
What is a referral program?
A Referral program implemented in a lash business can look like this:
A Lash client refers their friend or stranger to your lash business. This friend then has an appointment with you. Your lash client who sent business your way, then would receive a thank you bonus. The thank you bonus could be done in many different forms. You could give them a free or discounted service. You could give a discount to the lash client and the friend that was referred.
Have you thought about how you would reward your lash clients for bringing paying clients to you?
What is a Loyalty Program?
A Loyalty program is when you reward your clients for the amount of appointments or dollar amount a client has spent at your business. For my lash clients, I created a punch card. At every fill appointment the client had, I would initial and date the logo on the card. After 5 appointments I would give the 6th appointment a 50% discount. This has for sure kept my clients returning and never entertaining the idea of looking for another artist. I truly take care of them.
Do you know how to start your referral and loyalty program for success?
How do your clients schedule their appointments?
Scheduling an appointment should be the easiest most convenient part about going through a lash appointment with you. It can be taxing on you to constantly be in your DMs or on your phone going back and forth via text all day. If this is happening to you, I would highly recommend that you have hit a new level in your business. Yay! Congratulations! This is a growing issue. You are becoming more booked and it is harder for lash clients to have their schedules align with yours.
Scheduling an appointment is one of the first few touch points/interactions the client is having with you and your business. When it becomes challenging for a client to easily schedule, it sends a negative thought into their brain about working with you. IF the client is having a difficult time to schedule with you consistently, then it's actually easier for them to find another lash artist who already has a booking site directly link to their instagram or website. It's done. They booked with an new artist, didn't have a challenge, and didn't even have to interact with the new artist.
Get a booking system. Link it to your social media. I promise it will give peace of mind and time for you and your client.
Lash Sister Secret: Always, ALways, ALWAYS schedule the clients fill at the end of each appointment. If you can, schedule the next 4 appointments or more. Truly try to never reschedule a lash client, last minute change the appointment time for your client or no show them. This will completely change the client to Expert dynamic.
This is when the Triple Threat comes in to play! Literally a threat.
If you don't have a referral program, and loyalty program,
If they don't have their next appointments scheduled
AND they are having poor retention,
then it is extremely easy for them to find a new artist. It is unfortunate. You may not even know that your client had poor retention. Hopefully when the client first came to you, you covered paperwork, lash education and talked openly about expectations of how lashes will work for her.
URGH... Struggling with retention?
I've been there. After a few years of experience and being a mad scientist trying to narrow down all the variables, I have created an Ebook- How to get the BEST Retention from Your Lash Glue.
Click here for my retention secrets or let's schedule a coaching call.
Morgan McGrath, Owner and Founder of Ida Jane. Ida Jane’s goal is to inspire eyelash artists and make lash life fun! We are lash ARTISTS who educate and make the lash world a better place!