For some reason, a lot of salons and lash artists get ‘follow up’ amnesia. You mention the ‘F-phrase’ (follow-up) and they’d prefer to clean out the supply cupboard, or their mind draws a blank.
Too many people FREAK-OUT!
My advice? Grow a pair of lashes!!
If you want to run a successful lash salon, you must get over the fear of connecting with your clients – as must your staff.
If you’re unable to effectively communicate and be open to receiving both positive or (sometimes) unsatisfactory feedback from a client, you won’t last very long in the lash business game. #HarshButTrue
The lash business is the people business. It’s a service-based industry that’s all about connection, community and (of course) va-voom lashes.
Like American author, speaker and pastor, John C Maxwell once said, “Diligent follow-up and follow-through will set you apart from the crowd and communicate excellence”.
Below are 4 reasons why you should follow up with every client, after every service (yep, every-single-one!)
-
Following up shows you care. It makes your client feel valued. They experience firsthand that they’re not just another lash on your lash wheel.
-
Touching base gives them a chance to share their experience. Whether it’s dissatisfaction with their lash treatment/service directly, or praise for doing an exceptional job; following up means, you hear it directly (and not via a negative online review).
-
People are busy. A week passes with the bat of the eye-lashes, and before they know it, your client is due for their lash refill or brow sculpt. Pre-empt their needs before they do. It’ll show you care about them.
-
They’re adjusting to their new look. Some clients prefer a couple of days to get used to their new lashes/brows (especially, if they’re first-timers) before scheduling their next appointment. The follow-up call is an opportunity to check-in, say hi and see how they’re enjoying their new look. After some chit-chat, you can then offer to rebook their next treatment.
How to develop a follow-up system
-
Decide your follow up frequency. You could do it once or twice a week, 3 days after their appointment or every Friday. Ideally, it should happen within a few days of the client receiving a service at your salon.
-
Be consistent. You can’t just do it now because you’re feeling inspired after reading this blog post. If you implement the ‘follow up process’ into your salon, you do it NO.MATTER.WHAT!
-
Choose your style. If you automate follow-ups, ensure the email or SMS is personal – add personality. Write the message you would appreciate receiving.
If your receptionist/VA/support staff do it, make sure they’re trained to ask the right questions, and are capable of handling feedback like a lash boss – responding to an unhappy client requires a level-head. It could be the difference between a negative review (and the client never returns) or, they feel heard and appreciated (in time becoming your best client).
If you loved this blog and want more tips to grow your salon, download my FREE Seven Figure Lash Salon eBook, grab it here.
