What to Do if Your Client Doesn’t Like Their Lashes

The dreaded feeling when you finish a set, go to show your client… and they hate it! If you’ve been lashing long enough, it’s bound to happen. Maybe your client was expecting something more dramatic, or perhaps they’re not a fan of the shape. Regardless, learning how to handle complaints like a pro is crucial for diffusing any uncomfortable situations.

If your client doesn’t like their lashes, we have some tips and corrective actions you can take to make them happy with their service. Plus, we’ll share tips at the end of the article on how you can prevent these issues from happening in the first place.

1) Determine the problem

You can’t find an appropriate solution without knowing what’s wrong first. Does your client think it looks too heavy on the eyes, or were they expecting something more dramatic? Do they wish the lashes were longer or shorter? Pin-pointing what the issue is will help you determine the next step. 

When asking your clients what’s stopping them from loving their new look, make sure you validate their concerns. Now is not the time to get defensive. At the end of the day, sh*t happens! Even the most talented lash artists will complete a set that a client doesn’t 100% love. Most of the time, it has nothing to do with skill and more so with communication – which, we’ll delve into later. 

Some of the most common reasons a client doesn’t like their lashes include:

• Wanted more volume
• Lashes too full
• Unhappy with length
• Curl type looks unflattering

Be affirming, professional, and polite when talking with your clients. Let them know that their directness is encouraged! After all, you won’t be able to fix it without knowing exactly how they feel. 

2) Offer alternatives

Each of the problems outlined above requires a different solution, however, they do share one thing in common: communication. Ultimately, how you and your client choose to resolve the issue will vary. Maybe they are comfortable waiting a week or two to transition them into a new curl type during their next fill. It’s possible they might want a full removal service or future discount. As the lash artist, you’ll want to have some suggestions on how they can reach their desired look. Here are some general suggestions:

• Wanted more volume

Regular lash wearers are all about volume – but sometimes it’s not the best for their lashes. As a lash artist, your top priority is maintaining natural lash health. Now of course, if your client's lashes can handle more volume, then bring it on! However, if they want more and you’ve hit the max on what you believe their natural lashes can handle, it’s best to let them know they are running a risk of damaging them.  

• Lashes too full

This is one of the easier problems to solve. If the lashes are too dramatic, a simple solution is to pop off a few extensions to give a more wispy look. It’s important to note: If your client is new to lashes, they may be more surprised by the look initially. Over the years, I’ve seen many first-timers say a set is too dramatic at first, but then they warm up to it a day or so later. If the client is adamant about removing a few, go ahead and do so, but you should also suggest waiting a few days! 

• Unhappy with length

Similar to mega-volume lovers, there are clients that love their 17 MM - 20 MM sets. If your client wants longer lashes, but their natural lashes don’t support them – let them know that natural lash health is your priority. On the opposite side of the spectrum, if they say they are too long, suggest transitioning them to a shorter look with fills or a removal service.  

• Curl type looks unflattering

Everyone has their preferences, which is why it’s important to communicate these beforehand. In the event your client was expecting something more or less curled, you have essentially two options: offering a removal service or transitioning them to a different curl type with fills. Offering a discount for their next fill can help resolve any tension and let your client know you want to help them achieve their desired results!

How to prevent dissatisfied clients

New client consultations are your key to success! Meeting your clients in person and examining their lashes allows you to assess their lash health beforehand. With this, you can set expectations on what their lashes can handle in terms of length and volume. It also gives you the opportunity to connect with your clients and understand what type of lashes they’re seeking. Some questions that can help you better understand your client include:

• Is this for a special event or every day?
• Have you worn eyelash extensions before?
• Do you wear makeup? If so, how often and how much?
• What goal are you trying to achieve? Do you want to look more lifted? Do you want to enlarge the appearance of your eyes? Do you want natural or full glam? 

At the end of the day, not every lash artist can do every style. If a client is looking for a specialty that you don’t offer (ex. layered hybrid sets), it’s best to recommend them to someone who can do exactly what they want. Being transparent and realistic with your clients is the best thing you can do for keeping them happy!