6 years and over 20k appointments booked at my lash salon, there is honestly one major theme I can summarize a novel of lessons I’ve learned into: “The world would be a better place if humans choose humanity over money”. If I could tell every new business owner, regardless of the industry, it would seriously be this simple quote. Alright, let me break this down into a few instances where this helped grow and maintain my success-
Customer Relations naturally creates loyalty.
Did you know that there’s really just one thing that makes customer relations and service difference? Customer service is making sure the client has a good experience NOW, whereas customer relations is building relationships and solving problems before, during and after the client comes into the studio. One focuses only on the now, while the other focuses on the past, present and future of the client.
I can without a doubt say that this is what sets my studio apart, and it really amazes me how the majority of business, especially salons don’t run their businesses this way. I make sure to educate my clients on why I have the processes I do, why I use the products I use, and I make the extra effort to genuinely get to know every single one of my clients, as well as anyone I have the chance to meet that come into the studio. Actually caring about our clients and not just about profit. Actually wanting their natural lashes to stay healthy and unbothered. Actually caring about what we use on them and how our work can benefit them. Actually viewing them as a human first, client second.
Education is priceless, but be confident in the investment.
Okay this can go in a couple different directions; taking courses yourself, or having a boss train or pay you / you pay or train an employee to take a course to get certified. We’ll start with the first one.. if you are wanting to get certified, train with someone YOU ADMIRE, not just the soonest or cheapest course option (I can spend an hour talking about my experience with this, so I’ll share that story soon). The nitty gritty details an instructor shares is what makes the world of difference. On the other end, investing in someone else to take a course. I’m pretty confident that being screwed over by a past employee hurts just as bad as a heartbreak. If you are going to train someone or pay for them to take a course with just the hope they’ll stick with you so you can get your investment back, don’t. Regardless of how well you think you know them or trust them, have a clear “break up plan” or contract so both parties know what is expected of them. Having signed documentation will insure you can be confident with what you’re investing into them- no matter the outcome.
Need help figuring out how to really implement customer relations into your lash business? Or want help deciding if a course you’re looking into is credible and worth it? Book a free quick call with me and let’s talk!
