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One of the hardest things for many lash artists isn’t learning to create fans, or isolate lashes during fills. Nope, it’s something unrelated to lashes and more to do with customer service and business management: setting boundaries with lash clients.
Setting boundaries can be difficult for anyone, but it’s especially hard if you tend to be a people pleaser. To illustrate why boundaries are so important and good for business, let’s look at what happens when you don’t set appropriate boundaries:
Scenario 1:
The lash client you are especially friendly with and enjoy catching up with begins to think that since you have such a nice rapport, the regular rules don’t apply to her. She cancels appointments at the last minute or simply doesn’t bother to show up. You’re now in an awkward position because it’s clear she doesn’t expect you to charge her a cancellation fee (after all, you’re buddies, right?) but her flakiness is harming your business!
Scenario 2:
You get home from a long day at the lash studio, eager to relax for a few hours before you go to bed. Just as you’re settling in for the night, a client begins texting and calling your cell phone, frantic to see if you have a last-minute appointment available the next day. You really want to be done with work for the day, but you don’t yet offer online booking and you did give her your personal cell phone number . . .
Either of these awkward, annoying situations and many more like them can be avoided by setting a few clear professional boundaries. Boundaries aren’t about being mean or punishing your clients. You can still be as friendly and warm towards them as ever. What boundaries do is create crystal-clear policies and etiquette guidelines. These boundaries make your business go more smoothly, save you money in the long run, and save your sanity as well.
Here are a few examples of eyelash extension client boundaries:
Have a dedicated phone line for business and only return calls during actual business hours.
Use an online booking system. When clients text you after hours about an appointment, gently guide them to your booking system.
Have a clear cancellation policy.
Don’t be afraid to let go of flaky clients. If they don’t respect your time, cut them loose to make space for clients who do.
When creating and enforcing boundaries, always remember to stay professional and calm. Even if you are frustrated with a client, don’t show it. Instead, take a little time to yourself to do some deep breathing and calm down a bit before you send a response to their email or call them back. In the long run, setting great boundaries will improve your business and your relationships with your clients.
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