A small detail at the checkout can keep customer coming back to the eyelash salon

 

Whether it is a store member or a non-member (it may be the first time to the store, or it may be the second or multiple times to the store), after the service, the last step of the work, namely the checkout process, is very important. If a customer feels uncomfortable at the final checkout, she may pay reluctantly and not come back again.

Today Our Lash talk about what details should we pay attention to about the checkout?

1. The hygiene condition of the checkout

The general lashes shop may not have a special cashier, and even if there is a cashier, the cashier is surrounded by wires, things messy and express packages piled up. Such a situation will make customers feel that the shop is not standard, and their trust in the shop will be correspondingly reduced.

Especially for first-time customers, the experience of eyelash extension grafting is quite good, but she may feel that it is far from the online comments when she sees the chaotic cashier desk, she may not come again next time.

So in addition to ensuring cleanliness and tidiness, do not put out sundries unrelated to work as far as possible, put items in an orderly manner, arrange documents into drawers, and receive staff lockers by express delivery in time. It is also recommended to replace the broken marker pen or a calculator with incomplete keys… such old things in time.

2. The speed and efficiency of the cashier system

It is often seen that coffee shops or catering points queue to pay the bill. This queuing effect can play a good communication effect for catering shops, but it is not suitable for beauty shops.

Generally, it takes 1-2 hours for eyelashes to be grafted. After such a long time, if customers are kept waiting for payment due to the speed and efficiency of the cashier system, they will feel uncomfortable or the efficiency of the shop is low.

As a beauty store, on the one hand to find a way to use a good cashier system; On the other hand, every shop assistant should be trained very skilled in cashier operation.

3. Cashier's service attitude and process

Regardless of the amount, as a shop assistant, you should always smile and be enthusiastic at the cashier's table.

After confirming the final amount with the customer, ask the customer how to pay. If the customer use a credit card, the clerk needs to take the customer's card with both hands, circle the amount with a pen on the printed POS list, ask the customer to confirm again, and ask the customer to sign.

If the customer's bank card balance is not enough, it is best not to say that the balance is insufficient, but to say that this bank is out of service currently, can you change a bank card?

If it is cash, the clerk needs to catch it with both hands, and then spread it on the table separately, confirm with the customer on the spot, if necessary, explain the balance of the stored value card and reminder of coupon expiration to the member customer.

4. Giveaways after the cash register

After the cashier is finished, the shop can give some gifts to the customers if they want to, such as a $30 voucher or a small gift box. The customers will feel very happy when they receive this small gift after paying the money, and at the same time, they will have inexplicably good feelings for the shop.

5. Escort customers out the door

After completing all of the above steps, the clerk needs to step out of the cashier, follow the customer, or get ahead of the customer to open the door for the customer, escort the customer out, and then bow to the customer and say, "Thank you for coming, welcome to come again."

Customer's first impression and favorable impression will improve, and performance will naturally improve.

 

If you need eyelash extensions wholesale, please contact with Our Lash.

 

How to promote lash business

 

Our Lash had shared many tips on how to do to win and keep customers, such as improve & standardize lash technician’s skills & service level; attention to service skills; even clean shop environment will help on the store’s promotion. But today we’ll share a wrong move that we cannot do- that’s to use small favors to keep customers. So why shouldn’t we do that?

1) Damage to brand image

All lashes technicians on duty are through professional training from personal technology to service, to the art, are all unified.

Customers choose your brand/shop because she values the technology and service, but if the eyelash technicians only stand in their own point of view, just for personal benefit to attract customers, take the initiative to give customers some small favors, it will make customers feel cheap as well as damage the brand image.

2) Waste of store materials

Take the store's products to calculate, for example, one eyelash technician promises to give customers 5 pieces of free lashes, assuming the cost is $10/piece (including eyelashes, lashes glue, water and electricity, labor costs), 10 customers is $100 ($10 *10  =$100);

If you give it to 30 customers a month, it costs $300 extra to the store. What’s more, if other lashes extensions technicians follow suit, a small lashes salon with 4 lash extension technicians will lose $1200 a month, which is terrible and a great waste of store materials.

3) Reduce customer loyalty

Customer loyalty comes from the core competitiveness of the brand/store, including low price, special technology, better brand awareness, differentiated service process, etc.

Those so-called small favors destroy the core competitiveness of the store. If every customer wants a discount, and will not only be satisfied with the temporary discount, eyelash extensions technicians or even the store cannot master a degree, will be led by customers. Once the offer does not satisfy these customers, customers will slowly leave.

On the other hand, if same customers enjoy same service in your store but charged different prices, that’s unfair and you’ll lose the customer without discounts as well. The price must be uniform and in accordance with the store rules.

The core task of eyelash extensions technician is to improve their professional handling skills, customer service skills, communication skills and constantly improve themselves by learning from the essence, do not rely on through the small favor ways to attract customers, in the long run this will backfire.

Of course, if the store is supportive of drinks and snacks for customers, provide some after-care cards or small favors related to eyelashes after care products to customers, or even some discounts based on the total amount a customer spends in the store reaches a certain amount,  these kinds of small favors is professional and encouraging.

 

If you need any questions about lashes, or buy eyelash extensions wholesale, please contact with OUR LASH.

Can you wear contacts when getting eyelash extensions?

 

This is Our Lash.

There is a clear requirement in the standard service process: before grafting eyelash extensions to customers, be sure to remind customers to take off contact lenses, why is this?

1. To ensure the comfort of customers in doing eyelash extensions.

In the process of grafting eyelashes extensions, if customers wear contact lenses, their eyes will be dry when they close their eyes, and there is a foreign body sensation. Compared with not wearing contact lenses, the comfort is significantly reduced;

At the same time, the eye is still metabolizing and secreting proteins during eye closure, which can cause proteins to deposit directly on the contact lens, preventing the lens from permeating oxygen. After finished when customers open their eyes, they will find that the clarity of the lens is also affected.

2. The best time to wear contact lenses is 8-10 hours.

Let's say a customer goes out at 10 a.m. and comes in at 4 p.m. to do eyelash extensions, so she already wears contact lenses for six hours. After the eyelashes are finished, the customer might have a plan to dine, eat and sing with his classmates until the wee hours of the morning.

In this case, the shop is equipped with a special contact lens case, and the lash extension technicians can ask the customer to take off the contact lenses without more concerns. In about 2 hours, the customer's eyes can get a full rest, relieve the fatigue and discomfort caused by continuous wearing of contact lenses, which meets the psychological demands of the customer and increases the experience.

3. It can cause damage to the eyes if contact lenses are not removed when doing eyelash extensions.

Contact lenses are divided into hard lenses and soft lenses according to different materials. The diameter of the hard lens is smaller than the cornea (located in the front of the eyeball, is a transparent film, oval shape), which is carried on the eye, easy to move, when the eye is closed, the lens is easy to dislocation;

In addition, the hard lens is determined by the material, which is more likely to hurt the eyes. If the eyelash technician is careless in the process of operation, it may hurt the eyelid.

Soft lenses have adsorption function. In the process the soft lens may absorb the ingredients in the eyelash glue, besides the eye damage, the lens absorbs the composition of eyelash glue and probably cannot be used any more.

4. It can avoid accidents in operation and disputes with customers.

Lash technician needs to develop the habit of asking, checking and reminding, and should take the initiative to avoid customer disputes.

In daily work there’re frequently conflicts with customers because customers do not understand or for some other reasons. In fact most of the disputes can be avoided, just as what we’re talking about, if you do not want to cause unnecessary problems, reminder customer to take off contact lenses in advance.

According to the standard process of the shop to work, will avoid many problems, if any lash technician cannot explain clearly, please refer to the above content to understand and digest, and try to cause customers to pay attention to this aspect.

Ask the customer to take off her contact lenses. You can say:

Hello, when eyelashes are grafted, wearing contact lenses will cause eye closing pressure, resulting in dry eyeballs, which will be uncomfortable. The shop is equipped with a special contact lens case, which will be disinfected after each use. You can rest assured to use it.

 

That’s all for today post. If you need pre made fans eyelash extensions, please contact with OUR LASH.

Lash extensions technicians should think twice before dealing with special clients. When the customer said that the time of grafting eyelash is limited, eyelash extensions technician can think from the following three aspects, to avoid shouldering unnecessary responsibility. 1. No promise Lash technicians can promise to treat every customer seriously; can promise to use the glue without solvent but high firmness; can promise all lashes extensions technicians are with professional training… these promises can be made because we can make it. But for the following 3 situations, lash technicians must not make a wild promise. 1) About time Time is an uncontrollable factor. In addition to the normal appointment time, the lash technician can arrange for the customer according to the schedule of the day. But for other requirements related to time, never give the customer a positive commitment. If customer insists, lash technician can take below reply for reference: "Though you didn't make an appointment in advance, I really understand your situation, I'll arrange a service for you first, but I don't guarantee it will be finished in time." 2) About the finished eyelash set effect The lash technician cannot promise to customer that the eyelashes will not fall off at all.No prerequisite, no limiting factors, direct commitment to the customer grafting effect is very abrupt, neither convincing, but also will bring a lot of after-sales problems, so it is not recommended to do such a promise, if you must say, you can add some restrictions, such as: "The grafted lashes in our shop generally do not fall off within 40-60 days." 3) About the price When it comes to the price, the price in the store is clearly marked, lash technicians must quote according to the price system of the store, cannot privately raise the price or reduce the price to the customer, both are not desirable. If the customer counteroffer you can reply so: "Our shops are clearly marked with prices, so it is fairer to every customer, you pay same price and enjoy same service.” 2. No hiding Lash technicians should not hide the actual situation to customers, about this point, mainly from two aspects to understand. 1) Do not hide the actual situation of the store. For example: It takes two hours to do an eyelash set, you cannot tell the customer it need one and half an hour only to get them do lashes here; The store is fully booked between 2 and 4 o 'clock. You can't hide the fact and say that "there are still seats available, we can arrange" and let customers wait for nothing; The customer's eyelashes are seriously damaged and cannot do eyelash extensions at present, at this point if we insist to do lashes for this customer; it’ll finally lead to problems, resulting in complaints. Lash technician needs to respect the customer's right to know, seek truth from facts, do not exaggerate, and do not hide. 2) Do not conceal the customer's own situation Lash technicians cannot "report good news without reporting bad news", we should advocate praise customers, increase customer experience and satisfaction, but also need according to the appropriate situation. When the customer's own situation may lead to a not ideal grafting effect, or directly affect the work efficiency of the lash technician, we must take the initiative to explain the situation to the customer, cannot hide privately, otherwise it may cause unexpected troubles. 03. Find a solution When customers are limited in time, the most important thing is to try to help customers deal with the problem to the maximum extent. Here we summarize three common methods for reference. 1) First catch, and then make up. The customer requires 50 individual lash extensions, due to time limit we can graft 40 pcs first and then take time to fill. 2) Adjust the appointment time. Take the initiative to adjust appointment time according to customer's free time and inform customer. 3) Replace a lash technician. We can arrange a more skilled, quick technique of senior lash technician for the customer who is limited in time. Strictly in accordance with the standard process, when there are problems, do not hide, timely communication with customers, so that even if customers are too late, they will not blame the lash technicians too much, and will gladly accept the lash technician’s suggestions. If you have more questions about eyelash (eyelash extensions wholesale Korean), please contact with OUR LASH.

 

Lash extensions technicians should think twice before dealing with special clients.

When the customer said that the time of grafting eyelash is limited, eyelash extensions technician can think from the following three aspects, to avoid shouldering unnecessary responsibility.

1. No promise

Lash technicians can promise to treat every customer seriously; can promise to use the glue without solvent but high firmness; can promise all lashes extensions technicians are with professional training… these promises can be made because we can make it.

But for the following 3 situations, lash technicians must not make a wild promise.

1) About time

Time is an uncontrollable factor. In addition to the normal appointment time, the lash technician can arrange for the customer according to the schedule of the day. But for other requirements related to time, never give the customer a positive commitment. If customer insists, lash technician can take below reply for reference:

"Though you didn't make an appointment in advance, I really understand your situation, I'll arrange a service for you first, but I don't guarantee it will be finished in time."

2) About the finished eyelash set effect

The lash technician cannot promise to customer that the eyelashes will not fall off at all.No prerequisite, no limiting factors, direct commitment to the customer grafting effect is very abrupt, neither convincing, but also will bring a lot of after-sales problems, so it is not recommended to do such a promise, if you must say, you can add some restrictions, such as: "The grafted lashes in our shop generally do not fall off within 40-60 days."

3) About the price

When it comes to the price, the price in the store is clearly marked, lash technicians must quote according to the price system of the store, cannot privately raise the price or reduce the price to the customer, both are not desirable. If the customer counteroffer you can reply so:

"Our shops are clearly marked with prices, so it is fairer to every customer, you pay same price and enjoy same service.”

2. No hiding

Lash technicians should not hide the actual situation to customers, about this point, mainly from two aspects to understand.

1)     Do not hide the actual situation of the store.

For example:

It takes two hours to do an eyelash set, you cannot tell the customer it need one and half an hour only to get them do lashes here;

The store is fully booked between 2 and 4 o 'clock. You can't hide the fact and say that "there are still seats available, we can arrange" and let customers wait for nothing;

The customer's eyelashes are seriously damaged and cannot do eyelash extensions at present, at this point if we insist to do lashes for this customer; it’ll finally lead to problems, resulting in complaints.

Lash technician needs to respect the customer's right to know, seek truth from facts, do not exaggerate, and do not hide.

2) Do not conceal the customer's own situation

Lash technicians cannot "report good news without reporting bad news", we should advocate praise customers, increase customer experience and satisfaction, but also need according to the appropriate situation.

When the customer's own situation may lead to a not ideal grafting effect, or directly affect the work efficiency of the lash technician, we must take the initiative to explain the situation to the customer, cannot hide privately, otherwise it may cause unexpected troubles.

03. Find a solution

When customers are limited in time, the most important thing is to try to help customers deal with the problem to the maximum extent. Here we summarize three common methods for reference.

1) First catch, and then make up.

The customer requires 50 individual lash extensions, due to time limit we can graft 40 pcs first and then take time to fill.

2) Adjust the appointment time.

Take the initiative to adjust appointment time according to customer's free time and inform customer.

3) Replace a lash technician.

We can arrange a more skilled, quick technique of senior lash technician for the customer who is limited in time.

Strictly in accordance with the standard process, when there are problems, do not hide, timely communication with customers, so that even if customers are too late, they will not blame the lash technicians too much, and will gladly accept the lash technician’s suggestions.

 

If you have more questions about eyelash (eyelash extensions wholesale Korean), please contact with OUR LASH.

How do eyelash technicians get along with customers?

 

The customers of the beauty industry are all female customers, so it is easier to talk about things in common. However, many customers are strangers who do not know the eyelash technician for the first time. In this case, our lash technicians should perform well to win customers (eyelash extensions wholesale china).

The customers who enter the store for the first time and the lash extension technician basically have no communication before, some customers are wary and preventive of the lash technicians, and some even have feelings of rejection and resistance.

Therefore, as soon as the customer enters the shop, the lashes technician will try to solve the problem of customer’s strangeness and shorten the distance between customers.

Get close, sometimes need some small skills, namely detail service.

Details are reflected in all aspects of service, technology and products. We pay attention to details and are invincible.

 

After the customer enters the shop, the lash technician prepare a glass of water for the customer, this is the least way to treat the customer.

It is also one of the important signs for customers to measure whether they are valued by the store. Next, the lashes extension technician can pay attention to the service of the following four scenes, increase the sense of customer experience, and take the initiative to break the strangeness of customers entering the store:

1) When customers enter the door in summer, if they have sweat on their face or forehead, we can pass a whole box of paper (do not take out a few pieces and pass them over) to remind customers to wipe their sweat.

2) When customers bring their children into the store, we can find a prominent feature on the children, such as white skin, big eyes, clear features and aura. Praise the children first, and then give them candy and cookies, shops can be equipped with some children like snacks.

3) When we see a lot of things in the hands of customers, or the plastic bags they put things in look broken and shabby, you can help customers find a new shopping bag in time and help them put things back together. The incomplete bags can easily lead to anxiety and insecurity, so that customers can rest assured.

4) When the customer carries large or heavy luggage into the store, we should go up to her in time to help her take the luggage and relieve the embarrassment of the customer in time and we should find a place to settle the luggage in the store so as not to let the customer feel free about the inquiry.

Eliminating customers' strangeness and narrowing the distance between customers is the first problem that lash technicians should solve.

 

Pay attention to service details, reduce customers' insecurity when entering the store for the first time, reduce bad emotions, so that customers can complete product selection and eyelash grafting in the relaxed atmosphere of the store.

The importance of training of lash extensions

 

Lashes extensions technicians are like most employees of, the company need either provide a relatively rich salary or opportunities to learn and grow to them, and then they’ll serve for the same company for years. At this point, the basic training of the store is particularly important and also applicable to nearly all industries.

 

1. Why basic training?

1) Standardization of operation process

After unified basic training, Standardization of the operation process of the beauty master. When customers come to the shop to consume and enjoy the service, no matter which eyelash extensions technician she choose, they can feel the standardized operation process and reception process, so the professionalism of the shop will be naturally improved.

 

2) Unified brand/store image

Train the brand/store system culture, daily behavior norms and working habits, make the staff consciously abide by the rules and regulations of the store, speak the same greeting techniques, use the same reception language, speak the same prompt language, see off customers with farewell words or bow, so that customers deeply feel the store image is unified.

Similarly, this can also help to create a good working atmosphere in the store, enhance the loyalty of the lash extensions technicians to the store, and create an excellent team of employees.

 

3) Select lash technicians who fit the shop

In the process of basic training for the lash extension technicians, the store can know whether the person is suitable for the industry, and the eyelash technicians can also have a clear understanding of themselves.

Basic training is a process of mutual communication and running-in between the store and the lash technicians. Generally speaking, the staff trained will serve the store for a longer time.

 

4) Reduce the turnover rate

This is really the key, either there is handsome income, or there is personal growth, neither, lash technicians will leave sooner or later.

Therefore, both professional technical training and basic training can reduce the dimission rate.

The turnover rate is low, the mobility of the shop lash artist is small, so the lash extension salon can better serve customers.

2. How to develop the basic training plan for eyelash technicians

There are two cases:

1) 0 - based lash technician

If it is 0 based lash technician, generally need to go through 3-6 months of professional and technical training, in which you need to include all the basic training.

However, if the professional training you have arranged does not cover all the training content, you need to go to the store again after the basic training.

2) Experienced lash technician.

If it is an experienced lash technician, we should first confirm whether her skill is consistent with the shop. If the difference is too big, we can consider giving up, because it is difficult to adjust the technology habits, unless the lash technician is willing to start training and learning from 0.

If the difference is small, basic technical training can be carried out in the shop.

 

That’s all for today. If you have more questions, or if you need korean pbt fiber lashes, please contact with Our Lash.

Eyelash Salons Sanitary Standards

 

There must be many eyelash shop owners think that as long as the surface looks clean is enough for the shop, and lash technicians should focus on customers. However these thoughts are dangerous and incorrect.

 

First, all corners of the store must be clean, otherwise employees will have a negative, lazy, slow down psychology.

Second, the internal hygiene of the store must be serious, fresh and clean in order to leave a good impression on customers.

 

So Eyelash shops have to carry out a series of inspection work every day, every week and every month. The hygiene of the store is the first inspection work of the lash technicians when they enter the store every day.

 

Regarding shop hygiene, it is recommended to check the following places.

 

1.     Floor checks

Floor check is relatively simple; most eyelash shops have this content, mainly divided into:

1) Floor sanitation inspection;

Sweeping and mopping the floor is essential, clean in the morning and after work in the evening, twice a day is standard.

2) Overnight garbage disposal;

At this point, some shops have done it, but not included in the specific check standard, so please add this to the store’s policy to urge employees to pay attention to this everyday.

 

2. Working table check

1) Cleaning dresser and chair;

2) Clean the dressing table and place the articles correctly;

 

03.The beauty care bed check

The bed is where customer lies down to do their lashes so it’s more important and need to be more delicate and responsible, bed inspection includes:

1) It is recommended to use pure white for bed sheets and bed covers. First, once stains appear, you can see them immediately. Second, shop bed products need to be cleaned frequently, and white will not fade during the cleaning process.

2) According to the specific situation of the store to determine the cleaning cycle, usually twice a week would be better.

 

4. Shelf check

Consider this:

A customer see store shelves have a bottle of packing looks very nice products, want to know more and pick up in hand but caught dusts with hand…it is conceivable that customer impression to the shops won't be good, will gave up the idea of buying the product.

Shelf clean is very important, if you put shelves in the store is to sell products, then shelf check is directly related to product trading, so we must be strict and serious with shelf clean and check.

 

5. Products check

The main sources of store income are technology and service, and then product sales.

As we can see in the shopping malls, when a store is in the promotion of a product, in the early stage they will carry out a series of packaging, highlighting the value of the product is not cheap, it’s to through the customer's first impression of the product to promote sales, but lash stores generally do not do too much promotion on the product itself, so the most basic product cleaning and check should be done well..

 

The above checks need to be carried out every day; everyone in the store should be familiar with the sanitary standards. Let's start the good business day with a clean shop environment!

 

That’s all. If you need wholesale eyelashes china or other questions about lashes, please contact with Our Lash.