Create loyal clientS

“Nobody has ever done that for me before” she said.

“Done what?” I asked confused.

My new client responded by saying “I have been to 5 different lash artists. None of the other lash artists have done half the work you have done. You went over paperwork with me. You taught me more about lashes and the reasons for things. Sometimes a lash artist will ask what style I’m wanting or they just get started. And just now, in the middle of the appointment you asked how I was doing… and if I were cold. I’ve never had a lash artist care so much.”
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I was really taken back. I was so appreciative of all the kind things she said and her realizing all the small things I put in place to make the experience best for my client.

Do you know what touch points are?

What are touch points?


Touch points are ways your client interacts with your business.

How is your customer engaging with your company?
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For example: They find you on Instagram, then go to book with you. Then show up for their appointment, during application and after, etc.

Examples of touch points in your business:
Social media
Booking/scheduling process
Website
Advertising
Business cards
Reminder appointments
Emails
Massage bed
Lash products
Music
Smells
Etc

There are so many variables to consider when it comes to your clients experience. If you are struggling gaining clients and keeping them, I highly recommend evaluating the touch points for your business.


I think of the senses.
Questions to consider with each touch point:
What do they see?
What do they feel?
What do they touch?
What do they smell?

Do an audit of the steps your lash client would go through interacting with you and your business. Evaluate each area on a scale of 1-5. Any area you have a low rating consider, what you could change to make it a 5 star rating for your client. Need an evaluation sheet to make sure you are going over every touch point? I am currently in the process of making one. Stay tuned. I’ll be sending an email out when it’s ready for you.