10 Tips For How Lash Techs Can Turn Difficult Clients Into Happy Clients!
We know that most of your clients are lovely and appreciative of your hard work, but let's be real – dealing with difficult clients and customer complaints is unfortunately part of the job too. Thankfully, these are more often than not, rare instances. Whilst they can be frustrating and daunting, don't worry; it happens to the best of us! So here are our top tips for Lash Techs on how to navigate these tricky situations like a Pro!
Stay Calm and Composed
First and foremost, always maintain your composure. A difficult client or a customer complaint can be trying, but it's essential to remain calm and professional throughout the interaction. Take a deep breath, and keep in mind that their frustration might not be about you personally. In fact, a disgruntled client usually has their guard up due to previous negative experiences and simply wants their vision and desired outcome understood. Try your best to stay patient when dealing with them and keep your emotions in check. Remember, you're the expert, and your professionalism will shine through.
Active Listening
One of the most effective ways to resolve any issue is to actively listen to your client's concerns. When a client expresses dissatisfaction or frustration, let them speak without interruptions, and make sure you understand their perspective. This will make them feel heard and respected, which can go a long way in diffusing tense situations. Listening attentively to your clients will also show them that you value their input and are committed to finding a solution. If you find yourself in a situation where you know something your client wants simply won’t work, let them finish and then explain calmly how you like their ideas but for the absolute best outcome for their lash look, a specific alternative with a nod to their idea would be best suited. That way they will feel heard but also see that you’re giving your professional input to satisfy their needs.
Empathise and Apologise
Empathy is your secret weapon in resolving conflicts. Put yourself in your client's shoes and try to understand their perspective. Even if you believe the complaint is unfounded, a sincere apology for their dissatisfaction can go a long way in defusing the situation and build rapport. Remember, it's not about admitting fault, but about showing that you care. However, if a mistake was made on your part (don’t worry; we’ve all made mistakes!) and the client's complaint is valid, then don't hesitate to apologise sincerely. Taking responsibility for any errors demonstrates accountability and builds trust. Nobody's perfect, and acknowledging your mistakes is a true sign of professionalism. Another great way to diffuse this type of situation is offering a discounted lash service, a free eyelash extension removal, or a touch up depending on the client’s dissatisfaction. It's never too late to fix your mistakes, and along with that you can fix your client relationship too.
Ask Questions
To better understand the issue at hand, ask clarifying and open-ended questions that encourage your clients to elaborate on their concerns. This will not only show your genuine intent to resolve the issue, but also help you gather essential information to find a solution. For example, you can ask about their expectations, the specific problem they encountered like discomfort, or any preferences they have.
Offer Solutions
Once you've listened, gathered all the necessary information, and understood the issue, propose possible solutions. Discuss with your client about what you can do to rectify the situation and ensure they leave satisfied. Whether it's offering to adjust their lashes, a discount on their next appointment, or a refund, ensure that you offer options that are reasonable and within your capabilities to show that you're committed to making things right.
Set Boundaries
While it's important to be understanding and accommodating, remember that you should also set clear boundaries with your clients to maintain a respectful and professional relationship. The best time for you to set these boundaries is during your initial consultation with your client. If a client's demands or behaviour become unreasonable or disrespectful, calmly but firmly explain your policies and expectations, and be clear about what you can and cannot do. Maintain professionalism, but don't allow yourself to be mistreated.
Document Everything
When dealing with customer complaints, it's a good practice to keep thorough records and document all client interactions and any complaints received, as well as resolutions. This documentation can be invaluable in helping to protect you in case of any misunderstandings or disputes down the line and enables you to reference past interactions for any reason. Keep detailed records of conversations such as your initial consultation, complaints, attempts in resolutions, agreements, and any actions taken.
Learn from Experience And Feedback
Constructive criticism, even when it's tough to hear, can be an opportunity for growth. Use customer complaints and feedback as a chance to evaluate your work and identify areas to improve, as well as coming up with solutions for how you can prevent similar issues in the future. Encourage open communication to show your commitment to continuous improvement, a hallmark of a successful Lash Tech.
Stay Professional
No matter how difficult or challenging the situation becomes, always maintain your professionalism. Avoid getting defensive, raising your voice, or engaging in confrontations. A calm and professional attitude will leave a lasting positive impression, even in challenging situations. If you work in a beauty salon with other clients and colleagues, it’s always best practice to stay composed and calm.
Seek Support
Lastly, don't hesitate to reach out to fellow Lash Techs, Lash Trainers, or even a professional organisation for advice and support. Especially for situations where a client is being difficult or a customer complaint becomes overwhelming and feels unmanageable. They may have experienced similar experiences and can provide valuable insights and guidance for how to handle these challenges better for both you and your clients.
Education is the key to success! A client may be dissatisfied by a result if you need further practise or experience in a specific technique. Taking a follow-up or advanced eyelash extension course can be that extra step you need to improve your lash services.
Dealing with difficult clients and customer complaints is an inevitable part of any service industry, including eyelash extensions. It’s part of your journey to becoming a successful Lash Tech, and how you handle these situations can make all the difference in maintaining a positive reputation and loyal clientele. With the right approach, you can turn challenging situations into opportunities for growth and improvement that will set you apart as a top-notch Lash Tech in the industry. Keep up the great work, and don't let the occasional hiccup deter you from pursuing your passion!
