How to judge the real reason why there drops so many lashes after eyelash extensions and then convince the customer?

Some customers lose a lot of lashes in three or five days or half a month, or even "lose all", they think it is the problem of eyelash artist, and ask the shop to make up for it for free.

First of all, we ruled out the technical problems of not sticking firmly and glue. Generally, we asked her to come to the store as soon as possible, and asked the eyelash artist to check the status of eyelashes, review the daily habits and analyze the reasons.

Case 1:

Some customers come in time, and cooperate with the store investigation, but the degree and method of maintenance are different from what the eyelash artists publicity told them, or accidentally encounter oil, rub to sleep, sleep on the side unconsciously and so on without knowing it.

Or simply conceal the truth: swim after the lash extension, shower bath is opposite blunt, did a face beauty, used the skin care product that remover makeup oil or used oil cream etc.

Situation 2:

Customers all kinds of things did not come in time, and after a week all lashes has been lost, do not see what things...

The customer said that you just did not do well this time, I am not available at any time can come, you should make up for free.

Case 3:

Serious ocd customer, actually there drops not much, but she always fee there drops a lot, drop light.

How do we determine the true cause and convince the customer?

In addition, if it is impossible to determine but the customer thinks it is the fault of eyelash artists or glues, shall we make it up for free?

Again and again they come over, be equal to do one and asks to fill free another one, how should do ability not harm customer face to change current situation again?

Solutions:

Customer A who gave feedback and customer B who complained about the store will give real feedback on the phenomenon of fast eyelash loss, and cooperate with the lash artist of the store to recall the circumstances under which their eyelash loss was caused by their own intention or accident.

The solution steps are as follows:

Step 1: inform the customer to check the eyelash in time.

If customers do not cooperate with the store, or delay the arrival of the store, the customer can be told 2 weeks later will not be able to check the reason, no free repair.

Tell the customer normal after-sales service process, did not follow the process, in principle, there is no free repair.

But this is a special case for her (no previous customers have shown up), free repair once, and then see if there will be a second time.

Step 2: investigate the causes of fast eyelash loss (store problem, or customer's own problem, customer C will insist that it is the store’s problem)

·        Step 3: ask a few customers what they might have done wrong. Even if she doesn't admit it, it proves the store's professionalism; She won't dare make a scene again.

(For example, did you swim after eyelash extensions, showering in the opposite direction, going to a beauty salon for a facelift, using makeup remover or oily skincare products, etc.)

Step 4: from a professional point of view, draw a conclusion that 50% of the problems of the store and 50% of the problems of the customers themselves, ask the customers to pay attention to the matters needing attention after grafting again, and then give a free repair once in the name of the store.

Step 5: continue to do a good compensation after the return visit and habits and habits remind.

As mentioned above, both types of customer problems have steps to solve. If you can determine the real cause, you can operate according to the actual situation you can determine.

If the real reason cannot be determined, complete the steps that should be done. Even if the customer has problems, it is also her own problem. In the routine solution steps, the customer has already known his fault, so she doesn't have to worry about hurting the customer's face.

Unless, of course, if there is a nagging customer, let her go.

Of course, we also should constantly improve the service from the view of shops, to avoid the above problems, such as, selection of high quality products, professional keep eyelash fastness to pretreatment, grafting, blow dry eyelash several key steps involved in products, such as cotton swabs, pre-treatment fluid, eyelash glue, hair dryer, etc., must choose the professional products. I would like to recommend Ourlash to you, Ourlash is lash factory and we only make best quality eyelash extensions and eyelash accessories and our goal is 0 after-sale problems.

But as eyelash salon is service industry, a perfect post-sale service procedure is a must. In addition to the product language standards involved in reminding customers after eyelash grafting matters of attention, But also in the third day after the customer home, the seventh day, the fifteenth day, respectively, to ask customers whether the eyelash grafted has fallen or other conditions.

Here I have to say more, the initiative to find problems, and customers found their own problems to find the store, is certainly the initiative to find problems, admit mistakes and conduct after-sales treatment, more easily understood by customers.

Do above, the business of the shop is sure to get better and better.