Tips for Handling Tough Lash Clients

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Lash clients can be tough to handle. They know what they want and aren’t afraid to complain if you don’t give them exactly that. However, there are ways to make these lash clients happy. In this blog post, we will discuss the tips for handling difficult lash clients like a pro!

Client shows up late for their lash appointment.

Don’t let them see that they’ve got you flustered.

– Greet the client with a smile and take their coat or bag from them. Say something like, “I’m glad you’re here even though I was worried for a minute!” This will show your clients that it’s okay to be late as long as they let you know they’re running late.

– If the client is more than 15 minutes late, say something like, “I’m so sorry but we have to reschedule your appointment.” You should never risk potentially infecting a lash client because they were too selfish to let you know that they would be late.

Firmly say, “I’m sorry but we can’t fit you in today.”

– If they show up more than 30 minutes late and cancel the rest of their scheduled appointments for that day (or if they make a habit of this), it might be time to let them go.

– Always greet your clients with a smile. Don’t ever let them see that you’re mad or frustrated.

– Always inform your clients of the cancellation policy, which should be posted in clear view on your website and/or reception desk. If they show up more than 30 minutes late for a scheduled appointment let them know there will be a fee to reschedule their lash service since it is not your fault that they are late.

Client comes in and is having a rough day/week and is clearly upset.

– Be understanding. Lash clients are usually in a highly social environment, so if they’re having a bad day it’s likely because of something that happened to them outside of the salon.

– Ask how their week has been going and listen intently as they vent about their issues. This will show your client that you actually care about them and their problems.

– If you’re busy, offer to schedule another appointment with them on a different day when they are not upset or in need of lash extensions. This will prevent your clients from feeling like you don’t care about them (which is the last thing that any client wants).

– Be sure to thank your clients for sharing their problems with you when they are finished.

– If your client repeatedly complains about their life or comes in on a weekly basis to complain, it might be time to let them go. This type of Lash Client is not ideal for most lash technicians because if they’re constantly complaining then the salon itself will start feeling negative and unhappy very quickly.

– If a client is upset you should always ask if they would like to reschedule their appointment.

– You can also offer them a free upgrade on their lash services, such as the length of lashes applied or the type of quality lashes used. This will make your clients feel special and appreciated by both yourself and your salon!

Client calls after the appointment and is upset or unsatisfied with their lashes.

– Be understanding and apologize for any inconvenience they might have experienced.

– Ask what specifically is wrong or if anything needs to be fixed before the next appointment (this will show that you are willing to do whatever it takes to please a Lash Client).

– If possible, offer them a free upgrade on their service. Or at least give them a discount on their next appointment.

– If the problem was that there were gaps in between lash extensions, offer to apply another set of lashes (which will be free) if they come back within 24 hours. This will keep your Lash Clients coming back for more!

– Give every client an aftercare sheet so they know exactly how to care for their new extensions. They should also have a clear understanding of what they can and cannot do while their lashes are still wet.

– If the client is unhappy with the service you provided, offer them a free upgrade on the next appointment or simply refund them 100% of how much they originally paid (after deducting your tip, of course).

– If the lash client is clearly not satisfied with their service and they are still upset more than 30 minutes after they have left your salon there’s a good chance that you might need to let them go.

Client comes into the appointment sick.

– If your client is sick, it’s best if you don’t perform any type of lash service on them.

– Inform the lash client that they are not able to receive a full set since their lashes need time to heal and recover from being exposed to germs in public places. You can offer them an after-care sheet so they know how to take care of their lashes and when they can come back for a refill.

– If the client is only sick because they were out in public (such as with a cold, cough, or flu), you should still wait at least two weeks before applying any type of lash extensions on them again. This will ensure that your clients do not get any of your germs.

– Always encourage clients to wash their hands before walking into the salon. This might seem like a common sense tip, but you’d be surprised how many people forget or simply don’t do it! You should also remind them that they cannot touch anything without washing their hands first since most salons are very clean and need to be respected.

– If the client currently has a cold or flu, you can offer them an upgrade on their service (such as longer lashes).

– This will encourage your clients to come back again by making sure that they are completely satisfied with their lash extensions!


Having tough lash clients is not ideal, but it happens to the best of us. You can overcome this challenge by following these simple tips that will keep your salon running smoothly and efficiently!

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Nova Wang
Nova Wang
As lead editor at Focus Lashes, I'm passionate about all things that are lash-related. On this site, I'm exploring my interests related to the eyelash extension industry.

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