When Your Lash Clients Go Elsewhere And How to Win Them Back
Let’s be real, losing a client stings. You’ve put time, effort, and love into their lashes, only to see them book with someone else. But instead of taking it personally (easier said than done, right?), let’s dive into why this happens and how you can keep your clients coming back for more!
Why Do Clients Leave?
First things first, clients don’t always leave because they’re unhappy. Sometimes, life just happens, they move, take a break from lashes, or want to try something new. Other times, it is something within your control: pricing, availability, retention issues, or even a better deal somewhere else.
The good news? If you understand why they left, you have the power to bring them back, or prevent it from happening in the first place!
1. Make Every Appointment an Experience
Clients don’t just come to you for lashes, they come for you! Your vibe, your energy, and the way you make them feel matter just as much as the perfect set of lashes.
✨ Greet them warmly, remember little details about their lives, and make them feel at home in your space.
✨ Set the mood with comfy recliners, soft blankets, and relaxing music.
✨ End every appointment with a confidence boost—tell them how amazing their lashes look!
When clients feel pampered and appreciated, they’re less likely to go searching for something new.
2. Keep Track of Their Preferences
Ever had a client say, “I loved my last set, but I don’t remember what you did!”? Having detailed notes on their style preferences, curl choices, and favorite lengths will make you their go-to expert.
Next time they come in, say something like:
"Last time, we did a mix of C and M curls with a wispy effect, would you like to stick with that, or switch it up?"
Trust me, they’ll love that you remember!
3. Stay Ahead of the Trends
Lash trends evolve fast, and clients love trying new things. If they see a trending style on Instagram and their current lash artist doesn’t offer it, guess what? They’re booking elsewhere.
Stay ahead by:
✔️ Following top lash artists and brands for inspo.
✔️ Taking refresher courses and learning new techniques.
✔️ Showcasing new styles on social media to spark interest!
Being the artist who always has fresh ideas will keep clients excited to come back.
4. Nail Your Aftercare Game
Clients don’t always realize that their lash retention issues might be their fault (oops!). If they’re using the wrong products or skipping aftercare, they might assume you didn’t do a good job.
To prevent this:
💡 Give them a mini aftercare lesson after each set.
💡 Offer a cute aftercare kit (lash cleanser, brush, spoolie, etc.).
💡 Send a friendly text reminder about refills and care tips.
When their lashes last longer, they’ll know it’s because of your skills—and they won’t want to risk going anywhere else!
5. Reward Loyalty (Because Everyone Loves Perks!)
Let’s be honest, people love a good deal. If a client is tempted by a competitor’s promo, why not give them a reason to stay?
Try this:
🎉 A punch card (after 5 fills, get the 6th half off!).
🎉 Birthday discounts or surprise perks.
🎉 A VIP program with exclusive offers for returning clients.
These little incentives show your appreciation and make clients think twice before switching artists.
6. Keep the Communication Open
If a client ghosts you, don’t panic! Sometimes, a simple message can bring them back.
Try a friendly check-in like:
"Hey [client’s name], I haven’t seen you in a while, and I miss doing your lashes! Let me know if you’d like to book again. I’d love to catch up!"
No pressure, no guilt, just a warm reminder that you’re still there for them.
7. Accept That Some Clients Will Leave (And That’s OK!)
At the end of the day, you won’t be the perfect fit for everyone, and that’s totally fine. Instead of dwelling on lost clients, focus on improving your services, growing your skills, and attracting new (and even better!) clients.
Keep showing up as the talented, passionate, and caring lash artist that you are, and trust that the right clients will always come back.
We mostly talked about etiquette, but the most significant aspect of being a great lash artist is still performing fabulous eyelash extensions. Your work must be perfect. Don't seek shortcuts to save time and fit in another client. If you feel you need more time for your work to be flawless, don't hesitate to give yourself that time. Trust us, it will pay off, as your clients will be extremely happy with the results and will return for more. Additionally, it's important to keep improving to stay at the top. Take training classes, follow trends, and learn new techniques. The beauty industry is constantly shifting and evolving, and to remain relevant, you must make active efforts.
Losing a client doesn’t have to be the end of the story. By creating an unforgettable experience, staying on top of trends, and making your clients feel valued, you’ll build lasting relationships that keep them booking with you, again and again!
