Client concerns: Sudden Quitters and Hasty Clients
30/04/2019 Client concerns
Client concerns: Sudden Quitters and Hasty Clients

Why do some clients stop coming for extension service?

You do eyelashes perfectly and your clients are happy, still you may have some of them drop after 5-6 appointments without any obvious reason, while it looked as if they were set to come for more of it forever!

Here are some of most common client concerns:

  • They may worry about the safety of their natural lashes.

Despite you assured her of complete safety of wearing extensions, they may have a thought in the back of her mind that extensions somehow harm her NLs (up to 95% of clients would think so). So it might be a good idea to make a brief recap on the natural lash growth cycle and extension procedure: what things can damage her eyelashes and what cannot and why. Take photos of each client before their first set and after 3-4 months, pointing that her natural eyelashes actually grow the same way they did before she started wearing extensions. It is important for the client both to see it and hear it!

  • Extensions make them feel uncomfortable.

There could be several reasons for this, including leaving too little or almost no space between the extension and the lid. The eyelid is a living tissue, which can grow slightly bigger or smaller during the day because of taking or giving away more or less of body fluids. So, if placed to close, she can feel extensions. In worst cases, this could even trigger “allergy”, when irritation form the extension ends scratching on the eyelid may cause the lid swell a little, causing more contact and irritation. Extensions must be placed no closer than 0.5 mm from the lid . Use less length, volume and curl for inner corners and growing lashes (anagen). Start inner corners with length of no more than 6 mm, not more than 1:2 volume.

  • Wearing extensions adds up to her routines and control.

She have to always think of not sleeping on them, be very careful washing her face, so, extensions removal comes as kind of relief. It might make sense just to go easier on them regarding don’ts, i.e. be less pressing not to sleep on the lashes, touch and rub their eyes. If done well, this should not be that crucial for retention after all, while can relax her in a sense the need of control.

  • Some may have hard time lying still for hours doing nothing.

Sure enough, it’s a precision job, and you have to work your way through each and every lash, but the fact doesn’t make it easier for the client to withstand it. If your client won’t fall asleep, try to entertain her, tell her something interesting, then there will be more chances that she will even not notice when you are done.

Do you need to hurry if the client is rushing?

Stacy Lash


Have you ever had those restless clients who want their eyelashes done in half an hour?

Jumpy, with their mind already in another place, ready to dash out on their business they would ask impatiently: “Why does it take you so looong?” which can catch you unawares and even make you feel awkward as if there’s something wrong in doing lashes for your usual 2 hours, and not in 40 min the client would imagine it should take.

How one is to handle such clients

  • Give them heads-up about the timeframe.

Tell them in advance how long it takes YOU to complete a set at the time they book the appointment so that the client can plan her schedule accordingly. Occasionally, you still may have clients who “had no idea” that applying extensions takes so much time or who can really be in a hurry because of her personal circumstances. If there is no other options and if acceptable, you can eventually try to agree and do an “infill” instead of a “whole set”, applying as much extensions spread evenly over the length of the lashline as you would do during an infill.

  • Be specific.

When a client, like Donkey from the Shrek movie, would keep on whining, "Are we there yet?" don’t play Shrek saying “NO!”, just tell her, "it’s 50 minutes to go now." Given a specific answer, she will hardly ask you this question very soon.

  • Aim for comfort.

If the client is uncomfortable, she will dream of fleeing from you!

Make the couch comfortable.

The client should be warm and comfortable, feel no strain in the waist and neck. Buy a cozy blanket to cover her and a pillow to support her waist.

  • Entertain

It may feel perfect for you if the client can just lay still sleeping for 2-3 hours. But what if she does not want to sleep? Music, audiobooks could be a great option here. However, this can shift her focus (which is not so bad at all with some clients), leaving you and your work somewhat in the background of her overall “well, it was ok” experience. But if you want her to have the “best of its kind” salon experience, it can be worthwhile to build a connection with your client so that she is always eager to visit you as a lash guru, a nice person she can talk to as to an old friend.

  • Educate

Enlighten the client about extensions and the lash extension process, tell her how many little things need to be carefully followed for her to have a great look, that natural lashes are many and you are to attach extensions to each individual lash, how you do this and so it takes you so much time. Understanding the importance and the delicacy of your job, your client will be less inclined to rush you.