7 Steps for Top-tier Client Consultations
Unlocking your clients' best lash look starts with personalized and in-depth consultations. Let’s chat about why consults are the secret to a perfectly tailored lash service, as well as what should be included in a proper consultation.
From providing an opportunity for your client to convey the look they want while also allowing you an opportunity to manage expectations, the consultation is the first step toward a positive outcome and repeat business.
The more you learn about your client, their daily routine, precautions, and aftercare prior to the service, the more you will ensure that they’re able to achieve and maintain the look they want.
Client Consultation Checklist:
Review the intake form going over any allergies, sensitivities, medications, etc.
You should have a basic intake form that allows you to get all relevant information from your client at the beginning of their consultation appointment. Templates and samples can be found online, but some of the most important information on there relates to allergies, sensitivities, and medications. This information ensures that you do not unintentionally cause your client to experience a reaction to one of your products.
Typical allergens include Latex, Seasonal Allergies, Lash Tapes, Adhesives, Synthetic Materials, and more. You should also note whether your client is predisposed to conditions such as dry eyes, sensitivities to light, or sensitive/dry skin around the eyes and eyebrows.
Other information that is worth taking note of: Does your client wear contact lenses or glasses? Do they have a history of any eye-related illnesses such as blepharitis, or conjunctivitis (pink eye)? Do they regularly use any medications or additional products around their eyes? Have they had any permanent eye makeup procedures done in the past? Being as knowledgeable as possible about your client is the best way to set yourself up for success and avoid any potential issues.
Have they had extensions before and how was their experience?
Clients who have had extensions in the past will know more about the lashing and aftercare processes, as well as be aware of any lash-specific allergies/sensitivities they might experience. They likely even have an exact set of lashes in mind or know what types of sets they've tried and don’t want to have again. They can also let you know what their retention was like, and what they liked or disliked about their previous experience being lashed.
On the other hand, if your client has never had lash extensions before, they will require a bit more guidance throughout the experience. Be sure to walk your client through each step of the process, regularly offering to answer any questions they might have.
What type of makeup do they wear daily?
The type and amount of makeup that your client wears daily can also impact the ideal lash set for them. Ask your client to describe how they wear their eye makeup on a day-to-day basis. Understanding your client's daily eye makeup style provides valuable insights into their preferred lash look. For instance, if your client regularly wears winged liner, it's highly probable that they would appreciate lashes with a cat-eye shape or increased density along the lash line.
What style of extension would they prefer (Length, Curl, Density, Shape)?
Clients’ knowledge in this area will range vastly. Clients who have had extensions in the past might know exactly what lengths, curls, and shapes they prefer, whereas someone who is getting their lashes done for the first time might be completely overwhelmed by this question. It’s well worth having a reference point for clients, such as a service menu or flipbook explaining and visually showing the differences between various sets, shapes, curls, etc. This will allow the client to make an informed decision when customizing their extensions, and will also ensure that their expectations are met.
Lengths can range greatly, but it’s important to explain to your client that they may not be eligible for the longest lengths based on their natural lash. The same goes for the density – someone with very sparse natural lashes will not be able to get as dense of a look as someone with very full natural lashes. Shape and curl are slightly more variable and customizable to the client.
This is also the time to discuss any additional detail or customizations they want in their lashes, be it color, glitter, or decals (depending on what you offer).
Assess their eye shape and their natural lashes
This step is absolutely essential because as we know, no two sets of lashes will look the same. An artist can work as closely as possible with a reference photo, but at the end of the day, the client’s natural characteristics will run the show.
This includes things like whether your client's eyes are set back or forward, the direction in which their inner corners point, the shape of their eyes, and their natural lash health. It’s also crucial to identify any potential damage to the lashes and to analyze the texture, length, volume, and curl of the natural lashes.
It’s important to make sure that your clients understand that the condition of their natural lashes and their eye shape will determine what style of lashes can safely be applied without compromising the health of their natural lashes. Maintaining the health of your client's natural lashes is of the utmost importance and it is a large part of your responsibility as a beauty provider.
Give your professional opinion on what you think will best complement their eyes
At the end of the day, you are the artist, and your client is paying for your expertise and knowledge. Don’t be afraid to offer your professional opinion on what type of extensions would suit them best based on their lifestyle and other details discussed during the consultation, even if it means telling your client that the set they want is not ideal for them. Most clients will appreciate this honesty, rather than having an artist give them a set that ends up not suiting them well.
Educate them on the importance of maintaining their natural lash health by applying safe lengths/diameters
As discussed above, the health of the client’s natural lash is everything. Natural lash density and length will dictate what lengths and diameters you can safely apply to your client’s eyes. It is your job as the artist to be highly educated in this topic, and to ensure that whatever set you end up applying guarantees the longevity of your client’s natural lashes.
Be sure to document this whole consultation process, for both accountability and reproducibility. These tips should give you a great basis to set realistic expectations, and have happy returning clients!