A member customer request refund on her 16th visit to the store - The harm of malicious competition

Case share

The lash artist A & B, the two of them often quarrel over trifles，in front of the boss two people get along well, but in private, often secretly competitive.

One day, B was not feeling well and asked for leave temporarily. Just at that time, one of her regular customers came to the store to do eyelash extensions so the manager asked A to do it.

After the customer sits down, the eyelash artist A checks the eyelashes of the customer and then starts to remove them completely.

In the process of removing, there is a conversation like this.

A asks the customer voluntarily: "why do you choose B to do your eyelash extensions? She is a very ordinary one in our store."

The customer was surprised and said, "how come? The eyelashes she grafted on me are pretty firm."

 A is not happy and talks about the bad side of B.

And the customer also performance of impatience, not in response to her and keep asking how long can it be finished.

  

A month later, the customer came back, and B received her warmly.

The customer said, "There is an eyelash artist A in your shop said that your skill is not good and also scolded you a lot of things. Are you not on good terms with each other?"

B replied: "on the surface it is ok, personal relationship is very ordinary, maybe personality is not right."

Maybe the customer intentionally, or B be silly that day, they talked A lot on this topic and unexpectedly B speak ill a lot of A...

 After the B finished eyelashes on the customer, the customer directly returns the card.

A few days later, another friend of the customer also came to make a purchase, and then withdrew her card. The reason was that her friend told her that the store's malicious competition made the customers' experience very poor.

In this case, you may not understand the customer's final withdrawal of the card, but from an objective point of view, it is an accident (because of the words of A), but also an inevitable (because of B's attitude).

 On the surface, the personal small enmity between A and B is just A little thing, but it turns into a big tragedy through the carrier of customer.

This kind of malicious competition that leads to the loss of store profits must be avoided as far as possible.

What harm can malicious competition do?

01 From the perspective of the lash artists

1) Damage your image

Lash artists are basically young girls, looks simple, vibrant, this is to give customers the first impression, simple and beautiful.

Once the situation in the case occurs, the lash artists will tear each other down and retaliate against each other, which will make the customers disgusted and deeply discount the overall impression of the lash artist and no longer trust.

  2) Affect working status

Imagine two scenarios

Scene 1:

Four lash artists in a shop are busy when they are working and talking about operating techniques and promotion skills when they are resting.

At the end of the day, although the work is hard, but between the staff to cheer each other, we are happy, full of spirit, just like a family.

Scene 2:

In the same shop, there are four lash artists. A and B don't get along well with each other because of their performance. They seldom contact with each other except for normal work communication.

This led to the other two being cautious in communicating with them.

At the beginning of the weekly meeting, A and B often argue with each other, and competition is more important than cooperation. When seeing this situation, the other two lash artists seldom express their opinions, which seriously slows down the progress of the store.

02 From the customer's point of view

Poor customer experience

Customers may choose a shop for consumption because of its beautiful decoration style, convenient transportation and friends' introduction, but whether they will spend here for a long time is largely influenced by service experience.

Case study, at the beginning eyelash artist A at the time of operation for the customer, if the B know A behavior, can immediately adjust good mentality, to appease the customer first, and then put the customer's attention to the eyelash with related to the topic, or talk about, in a timely manner to resolve the customer's doubts, so even if the customer finally return card, but the shop is not too disgusted for her.

03 From the store's point of view

Bad news travels fast.

Products (technology) and services are important factors affecting store reputation and reputation.

In the daily operation of the store, the image of lash aritist is the image of the store, and the customer has a bad impression on the customer. The customer will judge the store as unprofessional and poor service in the first time, and will not advise his relatives and friends to consume in the past. The store's reputation cannot be good.

Competition is a good thing, the solution from inside advocate clerk for benign competition of the fair, but "nothing can be accomplished without norms or standards", every store needs a set of incentive shopkeepers rewards and punishment system, at the same time also need to guide the lash artist ways to use the right way, reward excellent solution but don't give up encouraging other lash artist who is making progress.

In my next article I will talk about how should the manager do when there is competition in the store, please follow us to get more skills and information, remember we’re Ourlash, a lash factory that wholesale lashes all over the world, and we’re making every effort to be your best friends in your business.

Reminder your customer the 9 things after their eyelash extensions

After eyelashes are grafted on a customer, an eyelash artist needs to give some warning. But the grafting had already lasted about two hours, and with a few cavorts, the customer was impatient. So, instead of just saying a few very important notes, hand the customer a card and tell her she can go back and take her time. At this time, a unique style card can not only attract the attention of the customer, but also save a lot of time for the lash artist.

Now let’s see what are the 9 things?

01 Just after eyelash extension

Do not wash your face or take a bath for within 6 hours. Avoid steam, high temperature and wet environment such as sauna.

If the eyelash extensions make you uncomfortable, remove immediately.

Point: It takes 24 hours for eyelash glue to dry completely.

02 When making up

When drawing eyeliner, please do not contact the root of eyelash grafting, it is recommended to use liquid eyeliner, which will not burden your eyelash extensions, but please do not use waterproof eyeliner.  

Eyelash curler can damage the eyelash extensions, do not use it. Electric eyelash curlers are recommended.

Point: Regular use of eyelash brush can always maintain the best condition of eyelashes.

03 Mascara cream

Use mascara for eyelash grafting, but not waterproof mascara.

When removing mascara, remove it along the direction of the eyelashes and avoid rubbing.

04 When sweating

Use a towel or cotton pad to gently wipe around the eyes, starting with the upper eyelid.

Eyelash extensions are easy to hook to cotton fiber, please pay attention when using.

Point: do not directly wipe eyelash extensions.

05 Falling eyelashes

Please do not pull, knead and other forced external force.

Use an eyelash brush to tidy up, and if you still mind, consult our eyelash artist.

It is a natural phenomenon that people lose 2-3 eyelashes every day. If the detached eyelashes are with false eyelashes, it is generally normal metabolism. Please do not panic. But if only eyelash extensions detached, please contact us in time, we’ll solve the problem for you.

 06 Swimming pools, beaches and other places.

Before going out, please daub eyelash extensions special care finalize the design solution, it can improve the durability after grafting.

Point: it doesn't need to be washed off. It's very convenient.

07 At bedtime

Try to lie on your back to avoid friction, eyelash bending and other factors;

Don't sleep with blinders on.

08 Daily eyelash maintenance.

Eyelash grafting will make eyelash fatigue, please use a special eyelash skin care agent, make eyelash healthy growth.

Apply morning and evening to the root of eyelashes, avoid applying into eyes.

Use a professional eyelash fixator (eyelash raincoat) to increase the life of the glue and maintain the shape of the eyelash extensions.

Point: for a more beautiful effect, to breed healthy eyelashes.

09 When washing your face.

Avoid using oily makeup removers.

Use a special makeup remover for eyelashes grafted around the eyes.

Use a cotton swab to gently scrub around the eyelashes.

Grafting eyelashes cannot knead around; need to gently clean along the direction of eyelashes.

Point: when you wash your face, try to avoid touching your eyelashes.

Do not use sprinkler head to directly flush eyelash extensions; After washing your face and entering the bath, use a low-wind hair dryer to dry the eyelashes or use lint-free cotton products to wipe the moisture on the eyelashes.

Ourlash has distilled the above 9 tips from a list of common customer questions and answered them in simple easy-to-understand language that you should always keep in mind.

But the attention of the pure text, the customer certainly does not like to see.

So a lot of our customers provide a lovely reminder card that can be customized, they also print on their own logo, 200pcs only need US$30. If you need the service please contact Ourlash, ourlash wholesale lashes and all the lash supplies you need, and we also share good ideas on your lash business, we aim to be your best business parter.

To give your customer’s suggestion on eyelash extension curls in only one minute

One minute? You must think I'm crazy, don't you? How can you tell what kind of eyelash curl a customer needs so quickly?

In fact, after you understand artificial eyelash curls international standard, characteristic and type, retry proper exercise, you also can accomplish likewise.

01 international standard of artificial eyelash curl degree

The international order of curling degree of artificial eyelashes is divided into five categories from low to high: J, B, C(CC), D and L.

With the expansion of market demand and the requirement of different brand business, there appears different eyelash curls, appeared for instance U curl (more than L curl), M curl (suit the person of drooping eyelashes).

Generally speaking, j-shaped warping is a natural radian commonly used in the world to indicate the lowest warping degree.

However, in our experience, the term for a stronger curl than the j-shape will vary from brand to brand.

Different brand, same C curl warped the eyelash that points to curl warped degree, curly Angle, length can differ somewhat.

Therefore, Our Lash warns that it is important to use the same brand of lash products when offering artificial eyelash products to customers, as it will not lash neatly and attractively.

More and more customers are inclined to establish their own brands, you only need to provide your own logo and Ourlash can make private label lashes for you, MOQ100 here enables small and medium-sized customers to establish their own brands.

02 The characteristics of artificial eyelash curling and warping degree

The stronger the degree of curl, the smaller the contact area, the weaker the durability of eyelashes extensions, at the same time, the Angle of the customer's eyelashes will change the contact area.

So, chose unsuitable curls of lashes will bring about eyelash persistence to drop, fall off easily wait for a problem.

The grafted artificial eyelashes can be curlicue as they are, but Ourlash still suggests that we should carefully consider the angle, elasticity, health status of the eyelashes, the effect from the top down and the effect from the bottom up.

In addition to learning theory, more practical experience is needed.

Especially eyelash inverse customer, no matter what curl she chooses the eyelash will appear to hang down effect.

03 Judgment and advice of eyelash curls

According to the degree of artificial lash curls produced by international standards and market demand of curl type, we summarized the six warped eyelash degrees of judgment and advice, the lash artist can refer to the judgment standard and the suggestion in the brain form model, would suggest corresponding curls for certain customers, and according to the actual situation of grafting to adjust.

Reminder: photograph comparison is needed before and after each grafting of eyelashes, especially for customers with special eye shape or eyelashes. With the accumulation of time, different situations can be classified and summarized, thus forming their own routines.

The first type: J curl

1) Natural, close to true eyelash curl

2) Recommend it to customers who want natural effects

3) Due to low crimp and large contact area, it is easy to operate and comfortable after grafting

4) 6-8mm j-shaped artificial eyelashes can also be used for lower eyelashes

5) When grafting the lower eyelashes, professional lower eyelashes are recommended, as the length of the lower eyelashes will vary in the production process of the plane.

The 2nd kind: B curl

1) Natural light curls

2) Recommended to customers who like natural warping

3) The degree of warping is neither high nor low, just right feeling, with the characteristics of easy operation

Type 3: C curl

1) The most popular standard curl

2) Recommended to customers who like standard curl

3) The warping degree is neither very high nor very low, with the characteristics of easy operation

Type 4: CC curl

1) Similar to the effect of using eyelash curler or eyelash lift

2) Recommended to customers who want large and watery eyes

3) Strong eyelash curling, even for eyelash inverse customers are also worth recommending

Type 5:  D curl

1) Higher curl degree than CC curl

2) Similar to the effect of using eyelash curlers or lifting eyelashes

3) Recommended to customers who want large and watery eyes

4) Worth recommending to eyelash inverse customers

5) D curl is not recommended to inside double customer

Do you find it not so difficult to give tips on eyelashes curls in one minute now? Of course, if you know these tips by heart, you can use them differently depending on your eyelash health, desired design, angle of eyelashes, eyelid and facial features.

Sales skills for customers of different ages from a lash manufacturer

lash manufacturer

Recently our lash are sharing more about sales skills than lash products, but please do not forget we’re lash manufacturer, we do best quality eyelashes for years and will continue with it for long. Today we’ll talk about how to sale more membership cards to your customers.

According to many of the salon owners, shop assistants are blocked in the promotion of membership cards because they do not know the actual situation of customers so that they can’t grasp the real psychological appeal of customers,

Long and repeated words have let customers lose their patience, at the end of the day; the successful card customers are few, performance decline, greatly reduce the enthusiasm of marketing, full of frustration.

So next we will analyze three common customers of different ages in the lash store, to master the general coping strategies and improve the success rate of card application.

1)     The enthusiastic and flamboyant after-90s

They like to try new things, self-confidence and pursuit of beauty and consumer price comparison.

Such customers often have a certain understanding of the brand. However, due to income and other reasons, they pursue high-quality and cheap products, but they also know deeply in their heart that "cheap is not good".

For example:

Customer: "I'd like to buy a member card, but I don't have the money."

Shop assistant: " Miss x, we have a membership card of $500, which can be used for one year. If you use it for 365 days, it's just $1.3 a day. It's a good deal."

 (Periodic decomposition)

Customer: "$1.3 per day is so expensive."

Shop assistant: "$1.3 a day, and save on eye makeup, every day can sleep for half an hour more, now in the middle of winter, every day more than half an hour in bed, what a great thing!"

 (Use the characteristics of young girls' love of sleeping)

If the customer is really out of money, you can remind the customer: credit card installment is also a good choice.

02) Optimistic and positive after-80s

Most of the 80's active consumption consciousness and consumption desire are very strong and they’re the main force of brand fashion consumption

After 80s female tend to pay more attention to the commodity on the choice of product brand, and for this we need to tell our customers advantages: such as brand, skills, etc., make its produce for our products and services, at the same time can also be appropriate to remind each other: "woman to spend money for her, or you have other people to spend money for you.

Here's an example:

Customer: "I take care of the children at home, very busy, there is no party, I do lash extensions in festivals occasionally, do not need to buy a card"

Clerk: "Miss x, the more at home, in fact, the more to dress up for your husband, in fact, every husband want his wife to be beautiful, just because of the child, you’re too busy to makeup, so you need eyelash extensions more, we have a customer of gestation, she did eyelash before surgery, in order to make herself looks good when she not convenient to make up."

03) Noble and elegant after- 70s

Women born after the 1970s are eager to be taken seriously and like to compare themselves with their friends. It is very important to be able to call out their names quickly.

After 70s women in the process of product purchase, pay more attention to comfortable and classic, they might think less of fashion , they are after the 70 middle-aged women, they have more energy and ability to improve the quality of life, and therefore relatively customers in 80 and 90, the average consumption of the highest it is not surprising.

Here's an example:

Customer: "what kind of card do you have?"

Shop assistant: "Miss x, you are suitable for platinum card. Our VIP room only provides black gold and platinum card customers. Your friend Miss xx also has platinum card."

The after 70s tend to" enjoy "consumption, in the process of choose and buy products, after 80s are relatively rational, some people will emphasis on feelings, and the after 90s, various stages of the women in the disposition and be fond of the above can make a big difference, so when we are in the early stage of the marketing must according to their characteristics, seize the customer psychology so that you could promote products better.

A set of interlocking stratagems to win the new visitors to your store

In our last article we analysis the new visitors to your store and we should try our best to keep them.

Today Ourlash will teach you a set of interlocking stratagems to win these new customers be your store members (or Persistent consumer) when all your lash artists are busy but customers are not willing to wait.

You don’t know Our lash? We’re expert in eyelashes and we supply bulk eyelashes to most of the beauty salons all over the world. 

Let’s get to the point now.

The premise of using this link meter is: first, to train the reception attitude and speech skills;

Second, train the communication skills of shop assistants, learn to grasp the pain points of customers;

The third is to train shop assistants' adaptability. 

First: extend communication time

No matter it is motivated or unmotivated, the clerk in charge of reception must use the pre-prepared verbal skills to communicate with customers, and use them flexibly to extend the communication time with customers, so as to find out the pain points of customers.

For example, her previous eyelash grafts were unhealthy, damaging her eyelash health, etc 

Second plan: first experience price + discount coupon

When communicating with customers, we can tell them that we have the first experience price (use the low price to attract customers to wait or make an appointment for the next time), and try to leave the name and phone number to make an appointment for the next time.

When the customer still insists that he or she is coming back or going away, the clerk gives the customer a 50 percent coupon and tells the customer that the coupon can be used twice in addition to the first experience price.

PS: in this way, customers can work out the first experience price + the second half price after they go back. If the technology and service introduction are in place, they will consider making an appointment or spending in the store, because it is really cost-effective.

 Third plan: after the first time to the store, set cash reward for sharing.

If a customer feels good after first coming to the store, she can comment on the group purchase website or share it in the circle of friends.

You can immediately transfer a $10 cash envelope to her data account (this envelope is permanent).

Fourth plan: send cash vouchers after two visits to the store

After the customer comes to the store for the second time to spend 50% of the coupon, another $10 or $20 cash coupon will be given for three times to the store (if the customer has become a member, the coupon can be given $10 and can be deducted from the discount price of the member);

If the customer does not become a member, the coupon can be given$20, and directly deducted from the original price.

Fifth plan: three times to the store to push membership card

Customers have been in your shop for three times, but have not turned into a member, do you feel a little sorry for customers? 

 If at this time you cannot successfully persuade customers to apply for membership card, from the perspective of customers: either customers are rational consumption or low consumption power, or customers just want cheap price but regardless of health;

From the point of view of your lash artist: either the technology and service are not in place, or they’re not careful to push the card (emphasis on healthy grafting).

Sixth plan: keep improving on basic projects

In the basic project (such as removing eyelashes, etc.), the operation is carried out in accordance with the professional standard process, so that customers feel that we can achieve excellence in removing such a small project, there is a small view of the big, the effect of a small glimpse.

The core of the link meter is: try every means to get customers to repeat to the store.

Don't let go of your discounts, and don't let go of your vouchers.

For the shop, what is sent out is only the voucher, while for the customer, what is received is the real money that can be used as the voucher.

Customers do not come, one less customer expansion may be sustainable consumption;

When customers come, they spend, and then there are more ripple effects.

For example, convert into members, recommend friends to come over, share to her circle of friends, comment and share, etc.

I talked a lot today to make people pay attention to strange visitors.

Ask all the staff to learn the link plan, and also change the store's marketing thinking or model for new customers.

Get clerks and customers excited and you'll have more business.

Of course, not every visitor can be converted into a consumer or even a member, so do whatever it takes.

If you want buy bulk eyelashes from us, please contact with us.