How do I improve client retention?
Lash artists are back to work and we couldn’t be happier!
Now you have more clients coming through your doors, you may experience more enquiries about ‘lashes not lasting’. It’s possible that your clients have forgotten how to look after their lashes, but there are also a few other factors that affect retention too!
If you feel like you’ve forgotten everything about client retention, then don’t worry we're here to help. Here are our tips on how you can improve client retention and how to avoid lash loss!
Prep and Prime
Before you start your treatment, you need to ensure you are working on clean natural lashes. If there is any trace of makeup/oil etc on the lashes, the extensions will not adhere. Make sure to cleanse the treatment area using a Purified Cleanser and rinse the lashes ensuring all oils/residue are removed.
Remember less is more, so try not to use too many products as part of your prep process. If a client doesn’t have overly oily lashes, then they won’t need a Primer. Primers can dehydrate the lashes and completely strip the moisture from the lashes. However, they are great at removing oil, dust, and small particles of makeup (but only use if necessary).
Before you start the application process, you need to make sure the area is completely clean and rinsed so there is no residue left on the lashes, if there is then retention will be compromised.
Humidity and Temp
Make sure you are checking your humidity and temperature in your lash room! Remember, the temperature of your lash room can drastically change from the morning to the afternoon.
All lash adhesives have an optimal range of environmental conditions in which they work perfectly. Most of the time, its temperature of between 18°c – 24°c and an RH of between 40% - 60%. If the conditions stray from those ranges, even by 1°c, your adhesive will act, look and work differently (and poorly) which will have an impact on retention.
Ensure your lash room is well ventilated. One way to do this is by using a hygrometer, however, be aware that cheap hygrometers can give inconsistent readings so it’s worth investing in a reliable one.
How long have you had your adhesive, and how long has the adhesive been opened? Sounds like an obvious one, but make sure to check the date on your adhesive. A good tip is to write the date on your adhesive once you have opened it. We recommend changing your adhesive (whether it's opened or unopened every 6 weeks).
Make sure you are storing your adhesive correctly (upright in an airtight container) and that you’re shaking it before you start your treatment.
All these things will help improve adhesive performance and therefore improve retention.
It's important to work with an adhesive that suits your lash speed and technique. After a break from lashing, your speed may have changed, so it’s worth taking this into account when you are working on clients.
If you are using an adhesive that is too fast, this will result in the extensions not adhering causing brush-offs. Likewise, if you are working with an adhesive that is too slow (this will cause more stickies).
We know that lashing is like riding a bike, however it may take a little why to get back up to your normal lashing speed. You may need to switch to a slower curing adhesive whilst you work on getting your speed back up.
Ask your clients questions and discuss their routine. Does your client wear a lot of makeup? Did she arrive at the appointment with dirty lashes? Does she have oily skin? Is she washing her lashes daily? All these factors can impact retention.
Chat with your client and ask some open questions. You may find that your client is using new beauty products as part of their routine. For example, if your client is using a moisturiser, this could transfer onto the lash line, and therefore affect retention.
In addition to this, it’s also worth checking your client’s medical history, if they have recently switched to a new medication or have recently become pregnant this could affect their lash retention.
Good client aftercare is vital and will help improve retention. Make sure your clients are aware of the correct aftercare they need to follow. It may be worth offering your clients an aftercare pack or card, so they have all the products and information they need to care for their lashes.
Clients need to clean their lashes daily, using a cleanser and brush. A lot of clients are scared to get their lashes wet, but this isn’t something to fear! It's your role as a lash artist to inform your clients that daily cleansing will help improve their retention.
We hope you found this blog post helpful! As always if you have any questions, feel free to drop us a message on Instagram @LashBase_US and we’ll be happy to help.