4 ways to create a loyal clientele Part 1

Have you ever hired someone and you were bummed or annoyed with the work that was done?


If you are like me, then you question yourself, you probably even question the “expert” you hired for the job even more… do they actually know what they are doing? Or did they just YouTube how to do that?


This is when you loose trust and creditably with them. And you now know you will never refer them to anyone or have them for a job again. It also makes it hard to want to pay them the full price because you weren’t stoked about the job done.


It’s probably because they didn’t meet your expectations.


But has the opposite effect ever happened for you?
Have you gone somewhere and you were blown away with how great it was…
This was because it exceed your expectations. Right?

Expectations

Expectations go hand in hand with communication. If you don’t communicate your expectations then how is your client going to read your mind or vise versa.

Set yourself up for Success!

I want you to set yourself up for success with exceeding your clients expectations. Because if you exceed their expectations, have great communication, great retention and connect, then you will be booked for life. Literally. Maybe the rest of your life that client will come to you. Let’s talk about Loyal!

Let’s go through all these questions to narrow down how we create, and what it looks like to have, a lash business we love because of our awesome, loyal clients.

Q: How can you set yourself up for success with your lash clients?

A: By meeting or exceeding the clients expectations, communication, having great retention and connecting with the client.

Q: How can I exceed my lash clients expectations?

A: Show you are the professional by having paperwork, boundaries/policies, talk about expectations, having a clean set up, amazing touch points, caring for your clients, and educating your clients on lashes.

Are you showing you are the expert?

By being the stellar professional.
You are the professional/expert they are looking for, for their lash extensions. If you don’t show you are the expert they won’t trust you are. They might be confused. The client will question. Let’s eliminate that but showing up in the best way! A professional shows up before the job starts, sets up for the job, does an amazing job and cleans up after the job.

Paperwork is essential!

Having the client fill out paperwork before their appointment or at the beginning of the appointment allows you to be set up for success. With paperwork we can understand the clients medical history, expectations, and make them aware of your policies. You can only be successful with applying lash extensions, if you can apply the lashes and the lashes last a few weeks. If a client has a panic attack during the lash wash at the beginning of the appointment then you may miss out on successfully applying any lashes. You might even miss out on getting paid because the lashes were unable to be done.
When you have great paperwork, then you are setting yourself up for success. Then you can have a fighting chance at eliminating allergic reactions, panic attacks or a lash look they definitely don’t like.

Expectations need to be known!

Set yourself up for success by leading the conversation. After the client has filled out the paperwork, I go over every detail with them to be thorough and figure out their expectations. At the bottoms of my paperwork, I have a section that allows me to understand the look the client is hoping to achieve. As I talk to the client about the paperwork, I hope to create an understanding with one another of the expectations she has and how they align or differ from mine.

I believe there are many more variables and topics that go into creating a loyal clientele that you will love. Next week I’ll dive into how your lash set up prior to the appointment matters, touch points, lash programs for your client and more! Stay tuned.

Which topic do you think is the most important to creating loyalty?