To win new customers-Analysis of new visitors to your Store

Let’s see below conversation first:

Customer: "can you do eyelash extensions here?"

Receptionist: "yes, but the lash artists are all busy at the moment. It may take about one hour to wait."

Customer: "ah... I have to wait so long. I have a dinner date with my friends tonight. Come back next time."

Receptionist: "OK, welcome next time!”

How often does this conversation happen in your store, where almost every store loses an average of five new customers a week.

It's too bad that these natural flows are going away. We should try our best to keep these new customers.

So today we're going to look at the new customers, and then we're going to figure out how to keep them.

01 about new customer visitors

If the store has the habit of registering the source of customers, you can check the membership management system and find that: members come from friends/members to introduce, group purchase website, Facebook public account activities...

But most members still come from strangers.

There are actually two types of stranger visitors: motivated stranger visitors and unmotivated stranger visitors.

02 motivated stranger visitors

The so-called motivated stranger visiting customers are strangers who have some basic understanding of the store's brand, technology and service before arriving at the store and then come to the store on their own initiative.

This kind of customer will have better patience and higher psychological expectations. In the introduction communication before formal service, if the lash artists introduction is not professional or has a perfunctory attitude, it is easy to cause a big psychological gap and lead to the loss of customers.

They may learn about the store through group buying websites, Google search, sharing links, friends' introduction, etc. Based on previous understanding, they may just pass by, may be free today, may not know that the store needs to make an appointment in advance, may not know that the store is busy today...

Lots of possibilities, but today, it's time to get to the store.

What should we do?

The customer has arrived at the store, but there is no lash artist to receive.

At this time, the customer is faced with loss (because she has spent time to understand the store before, but has to go back to the store), we need to think about the solution from the perspective of customer loss avoidance.

Therefore, firstly, train the telephone reception process of lash artists and the standard reception process of customers coming to the store;

Second, record the customer's name, phone number and other information and inform her of the following: if any other customer cancels the appointment or has a vacancy on that day, she will be informed by phone;

If there is no appointment on the day, contact the customer on the second or third day.

Third, compensate the loss (time, car, energy loss) of customers for not getting service this time accordingly.

03 Unmotivated stranger visitors

The so-called unmotivated stranger visitors are strangers who arrive at the store without knowing anything about the brand, technology and service of the store and then take the initiative.

This kind of customer has poor patience and low psychological expectations. In the introduction and communication before formal service, if the customer's demand and pain point cannot be found through the communication with the lash artist, the loss of customers may be caused.

"I was just passing by, coming in to find out."

"I have lost a lot of my eyelashes in the next room. How about having a look at your store?"

"How much do you charge?

……

Your price is so expensive."

"I don't have time to wait today. I'll go next door."

"You don't have time? OK, I'll come again next time."

……

Read the above answer, you might feel very heart plug.

Their answers can be so overwhelming that they sometimes say "welcome next time" or watch customers leave in bewilderment.

We're going to do an economics lesson here, called sunk costs.

For example, the customer did not take the card and enough cash today, but they want to buy a$500 membership card, so you can receive $100 deposit.

In this way, after the customer's impulse disappears, in order not to lose the $100, he is likely to come back and pay with his credit card.

When people decide whether to do something, they not only look at whether it is good for the future or not, but also pay attention to whether they have invested in this thing in the past, which is a very interesting and stubborn irrational psychology.

Therefore, first, let the customer stay as much as possible (prepare special dialogue skills for strange visitors, so that the staff can be flexible when encountering such customers), and invest time cost;

Second, try to get customers to make an appointment for their next visit.

Given space limitation, we’ll advise further strategy to win the new customers to your store. If you have the interest to learn more, please follow us, we’re Our lash, we supply bulk eyelashes to most of the eyelash salons all over the world. Let’s expect more cooperation between us.

How to express the need to leave when the eyelash artist doing eyelash extensions?

As an eyelash artist, sometimes you have the time that you need to leave for a while when doing eyelash extensions, but this would be a bad experience for customers, how to express yourself would be very important.

Imagine if you were lying on a bed and being operated by a lash artist. Will you feel a great sense of insecurity when you close your eyes and don't tell you every step that the lash artist takes during the whole process and leave without any hint?

First, let's analyze the customer experience from the perspective of psychology.

1) You feel insecure when you close your eyes

It is a common knowledge that it is not easy for people to keep balance when they close their eyes, so people feel insecure when they close their eyes.

2) It's better to listen with your eyes closed

When you close your eyes, you shut down the neural pathways of vision, so that all the exciting energy can be focused on hearing.

The law of attention concentration is that the smaller the object of attention, the narrower the scope will be and the higher the degree of attention concentration.

When people are interested in a single thing, the degree of concentration is the strongest, and the observation of the object of attention is particularly detailed and profound.

Therefore, when the customer lies on the bed with his eyes closed, he will feel that he can hear more clearly and have a deeper memory and impression of every word and word spoken by the lash artist.

Obviously we exclude those customers who may only dream after closing their eyes. Most customers will care about every step of operation and every professional word of beauty eyelash artist. Therefore, in order to meet these psychological reactions of customers, two things should be done in the process of eyelash extensions:

First, each operation step, need to gently remind the customer

Second, every time you get up and leave, you need to inform the customer in advance

Today, let’s focus on the second point: In eyelash grafting process, if you need to be away for a while, how to express?

If you have been grafted eyelashes by other colleagues, there must be the psychological reaction of the customer;

If you have not been grafted eyelashes, or you have not noticed the psychological reaction, why not go to the store to have a try tomorrow.

In addition to professional technical skills, the more important thing for a lash artist is to standardize the operation process and speech skills.

Every process of eyelash extensions should be quietly reminded of the customer.

Of course, occasionally you need to get up and leave the grafting position, such as: get up to get a hot towel, the store manager asks you for help to find an article, the store has a new customer no one to receive?

Too many situations may cause you to take a break from eyelash grafting in the middle of the procedure, so think again:

1) Provide customers with a sense of security

2) Give customers a sense of respect

3) Give customers the right to know

If you leave without saying a word before you get up to leave, the customer will feel uncomfortable, insecure, disrespected, and trying to hear what you're doing through ears.

If you tell the customer to leave for about a minute to do something before you get up to leave, they won't be trying to pay attention to what you're saying around the corner.

Verbal advice (reference)

1) Leave due to operational procedures

"Now, ma 'am, I'm going to take off your eyelashes. I'm going to get a hot towel and apply it. Just a moment, please."

2) Leave due to shop affairs

"Ma 'am, our store manager wants me to deal with something urgent. Please wait a moment and come back in two minutes."

"Ma 'am, maybe the air conditioner is too hot. I'll get the remote and turn it down. Just a moment."

3) Leave on personal business

"I'm terribly sorry, ma 'am. I've got an upset stomach. You might want to wait for me."

4) Leave for other emergencies

"Ma 'am, there is an administrative staff coming to inspect. I will go over to greet her. Please wait for two minutes."

Where there is detail, there is quality. To do a business quality matters your business life, and also ours. We’re Ourlash, a professional lash manufacturer and the lash industry leader. If you have any good ideas or need some more tips on lashes, please follow with us, we will share more on lashes and selling skills, we’re the best friends of your lash business.

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Customers are looking for bosses, not employees? Teach you how to build a popular staff of your salons

It's a problem that can easily be found in almost any hair salon, nail salon, or eyelash salon. Many customers will only ask the owner to do their nails instead of letting other employees do theirs. As a result, the boss is crazy busy while the employees don't get the chance to exercise.

I usually do this myself, because I always think the boss is good and reliable, while I am not so sure about other employees' skills.

What should the shopkeeper do in this case?

To solve this problem, firstly, the boss should recommend employees on their public social platforms.

Secondly, employees should communicate with customers more, and sell themselves while doing a good job in technology.

So how do you do that? We’ll talk about this in two aspects.

First, let’s talk about how bosses sell employees

First, let's talk about how bosses recommend employees on their social media.

1. Technology

Customers care most about technology.

Your store should first have a set of perfect training and assessment mechanism to ensure that every employee passes the technical standard, and then can confidently post their own training and assessment mechanism on the social platform, just take notice that keep it short and to the point.

In addition, you can also attach a small video to show how employees operate.

2. Employee’s character

In addition to skills, charisma of this employee is also important.

The beauty salon can attach a personal introduction for each employee, including horoscopes (many female customers like to talk about horoscopes, so they can add topics for conversation), personality, and motto and so on.

This way, customers will feel that your employees are unique and lively.

Then let’s talk about how do employees sell themselves.

After talking about how the boss sells employees, let's talk about how the employees sell themselves.

1.Self-confidence

First when you face customers, to be full of confidence.

Remember that you are a professional and should educate and guide your customers, not let them lead you by the nose.

I remember that once I have a haircut in a salon, the barber said to another customer next to me "you need to do this, I’m giving the right suggestion trust me", that kind of confident tone, let me more assured of his professionalism.

2. Professional skills

Of course, as a manicurist/ eyelash artist, my confidence in dealing with customers is based on the fact that I am really professional enough.

So at ordinary times you must study earnestly in the technology, frequently adds the practice.

In addition to technical polishing, a good lash artist should read the latest magazines, keep abreast of the latest trends, and be willing to try out new styles. Some teachers, though very skilled, can only make old styles and refuse to keep pace with The Times. How can they retain customers?

3. Chat topic

When serving customers, the artist can talk about well-known and pleasant topics, such as horoscopes, entertainment gossip, popular TV shows, cats, dogs and other topics that most girls like.

Above is some advice from Ourlash, a professional lash manufacturer and the lash industry leader. If you have any good ideas or need some more tips on lashes, please follow with us, we will share more on lashes and selling skills, we’re the best friends of your lash business.

Tips on choosing & applying false eyelashes for you

I have talked about the material for eyelash strips in my previous articles; if you ever read it you’ll be very clear about eyelash materials. Yes we’re Our lash factory and we wholesale eyelashes all over the world, we have all the things you’re interested in.

Knowing the basic information of eyelashes, then we’ll come to the most important part, how to choose a best false eyelash for yourself (or for your customer).

1, No matter the band is too thick or too hard or flashing plastic light, it’s not good choice.

If the stem is too thick, it must be hidden with thick eyeliner. Too thick black eyelashes in the light will reflect, reveal plastic feeling.

2, The hair is too thick, too warped, revealing the illusion.

Daily wear of false eyelashes, do not wear good curl warped degree, length" more than eye socket! Reach your eyebrows and look OMG! Shocked!

3. Soft bands are natural and comfortable.

Eyelash peduncle is fine and soft, can pleasing to the eye when sticking model amplitude, eye head, eye end is not easy become upturned rise.

4, Thick, long is good but not too much, choose the style that have moderate sense of space.

Remember not to choose to differ very big false eyelash paragraph with itself condition, compare with your original eyelash "thick, long, close" much a little bit is good, try to take your own eyelash to compare, more approach more true.

In fact in the daily makeup we usually choose a soft and thinner band, it wears comfortable and also invisible.

Below I will tell everybody the step that sticks false eyelash in detail:

1)    Use an eyelash curler to make your own eyelash warped.

2)    Then take out your false eyelashes, do not be in hurry daub glue, measure the eyelash from canthus to eye end compare measure length, clip the eyelash according to your eyes.

This step is very important; do not leave it too long, it will not be spiritual!

Leave the length from inner corner of your eyelash to tail, or leave a little 1~2 mm longer than your eyes.

3)    Trim is finished, length as it happens,  then start to daub glues on the false eyelashes, when daub glue, in false eyelash head and tail must besmear a bit glue more, because as we know, these two parts are easy to split especially! So we need to strengthen it.

4)    Check if all parts are with glues after finished, then blowing it with your mouth to speed up its drying, and then you could apply it to your eyes.

Don't be impatient. Take your time! Don’t glue your own eyelashes.

5) After gluing, gently press with the hand or cotton swab, make eyelash more fixed, and to ensure there is no gap between lashes and your eyes.

6) Open your eyes and gently use your hands to go up smoothly, so that your eyelashes will go up!

7) Apply a layer of mascara to your lashes after applying false lashes. This will blend with false lashes for a natural look.

It you have any good tips on applying eyelashes, you’re welcomed to let us know your comments.

And if you’re looking for good quality eyelashes wholesale, get in touch with me!