1. MAKE EVERY VISIT MEMORABLE
Let's get creative for a moment and imagine a situation: there are two lash artists. They are both super professional and experienced and their work never disappoints. Artist A works quickly and efficiently, your lashes are flawless and hold for a long time. Artist B does the same, but in addition to that she has an amazing personality: she is always friendly and open with you and remembers all the little things and conversations from your last appointment. There is pleasant background music playing during your sessions, you're comfortable and relaxed. She is never late, doesn't cancel on you last minute and offers nice free additional services such as aromatherapy or even a scalp massage at the beginning of your sessions. Which artist are you most likely to come back to, A or B? Beauty industry is an extremely competitive environment and you absolutely need to find your own unique ways to distinguish yourself from other artists on the market. And what's better than astonishing your clients with amazing approach?
2. SHOW CLIENTS HOW MUCH YOU APPRECIATE THEM
Lash extensions are getting more and more popular every year, hence there are more and more lash artists you have to compete with. Your clients have a great deal of choice at their disposal, but they chose you. It's important to show them how much you appreciate it. Connect with every client on a personal level! Ask questions about their day and life in general, get to know them as people better. You don't have to befriend each and every one of them, of course, but you do need to make them understand they mean way more than just money to you. You can also give them small presents for their birthdays and different holidays, or maybe discounts or even free services! Such close attention will warm anybody's heart and create a sense of comfort and loyalty in your clients.
3. NEVER FORGET ABOUT YOUR CLIENTS
A good way to secure a client is to try and rebook them on the spot. To do that you can offer them a new date right away, adjusting to their schedule and trying to find a time suitable for them. If they're not willing to set a new date on the spot, don't push too hard, but don't forget about them either! Contact them later, ask about how their lashes are holding up and offer to rebook until your schedule is all filled up.
4. LAUNCH A LOYALTY PROGRAM
There are many different types of loyalty programs: punch cards, coupons, more complicated point systems, etc. You can choose whatever suits your liking and your business model. Offer points for different activities such as referring a new client or making a new appointment on the spot or spending a certain amount of money. Introduce bigger rewards such as good discounts or even free services that require gaining more points. Whatever you do, the main purpose of this program should be making your clients feel rewarded and appreciated and make them want to come back to get even more prizes in addition to their awesome extensions. Don't forget to monitor your program and always follow through with it — never back off of the promotions you offered. If your client earned a reward, they should get it!
You have a regular client who comes back every month to get a new set of extensions, but suddenly they vanish into thin air and stop booking new appointments? Well, you can't just leave it at that. Call them, ask how they're doing. Maybe something happened that prevented them from coming back, maybe they are struggling with something or moved to another town, or maybe they just need a gentle nudge and a kind reminder of why they used to enjoy your work so much! If they previously told you they wanted to take a break from extensions, that's not a reason to forget about them either. Vice-versa, it's a reason to contact them and offer a discount for their next session, so they can decide that break time is over!