Meeting the expectations of a new client can be a little tricky if you’re unsure what it is they are expecting when they show up to your lash business the first time. Want a little insider’s tip? What YOU are putting out there from the second they first interact with your business (usually online) is already setting their expectation of the type of service and experience they would receive if they decide to book an appointment with you. Do you know what that type of experience you’re putting out there?
LASHPRENEUR LIGHTBULB
From the initial introduction to your website to the booking experience to the moment a client walks thru your doors and lays on your treatment table, to the final payment and good byes, YOU are the one setting the tone of what a client should and will experience in your eyelash extension business.
When’s the last time you went thru your entire start to finish process of the client’s experience to see if there are areas to improve on or if it’s even something you are proud of as the business owner?
3 signs you need to put yourself in a client’s shoes to look for issues in your client’s experience:
ISSUE #1- If you can tell thru either google analytics, your social media following, Facebook pixel, Yelp or other tracking/analytic software that people are visiting your website, yet your phone is silent and your books are empty, there’s likely a problem on your end.
Possible problems:
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Your website is not appealing to the potential client your marketing is drawing in.
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Your online presence is not in line with the experience they were hoping to have.
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Your website does not provide a visitor with clear steps on the next action they should take.
ISSUE #2- If you have recurrent complaints, confusion or you are losing out on repeat business, there’s likely a problem on your end.
Possible problems:
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Something about your client’s experience once they walked thru the doors turned them off to your business.
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Their expectations or questions were not met.
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They felt uncomfortable and unwilling to give you another try.
ISSUE #3- if you get bad reviews, a bad reputation, or aggressive messages from future, current or past client’s in person or online, there’s likely a problem on your end.
Possible problems:
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The most common cause of this kind of response (which is totally avoidable) from any customer is usually due to a lack of clear communication from you, the business owner/service provider.
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They feel wronged, cheated, lied to or misled.
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They didn’t get their way after repeated attempts to be heard.
If you’ve experienced any of these concerns and you just don’t know what the solution is or where the problem is starting, download this “Client Experience Checklist from A to Z” and keep a copy of it handy to go through once a month to ensure your client experience is consistent and totally kickass!
Have a good one,
Tara
The Lashpreneur
Turn That Frown Upside Down!
This Checklist Will Help to Ensure You Are Setting Your Lash Business Up For Success With EVERY. SINGLE. CLIENT.
Subscribe to The Lashpreneur newsletter to receive regular updates and tips about starting, building & growing your lash biz and get instant access to your Client Experience Checklist!
We take your privacy seriously. No spam ever. See our privacy policy for how we use your info.
Turn That Frown Upside Down!
This Checklist Will Help to Ensure You Are Setting Your Lash Business Up For Success With EVERY. SINGLE. CLIENT.
Subscribe to The Lashpreneur newsletter to receive regular updates and tips about starting, building & growing your lash biz and get instant access to your Client Experience Checklist!
We take your privacy seriously. No spam ever. See our privacy policy for how we use your info.
