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    Business

    Lessons of a Lashpreneur

    Hello My Fellow Lashpreneurs!

    – Are you toying with whether you should venture out on your own to start your very own lash business?

    – Have you been an independent contractor or room renter for a while, but stumped on how to build a larger clientele…or even better, one that’s willing to pay full price?

    – Have you booked yourself solid with an amazing clientele and are overworked, exhausted and frustrated that you have no life outside of lashing?

    – Are you sick of Groupon clients?

    – Are you tired of working harder and not smarter?

    – Are you an accidental business owner and are clueless about the ins and outs of running a business?

    If you said “YES!” to any of those questions, then you have come to the right place my friend! The Lashpreneur is for those of you looking for answers, guidance and practical tips that you can implement into your lash business TODAY to START, BUILD, and GROW a thriving Lash Business on your own terms!

    Also check out https://www.thelashpreneur.com for all sorts of lash biz golden nuggets and how we can work together to take your lash biz to the next level!

    I welcome and congratulate you on taking the first step towards stepping into your badass business self!

    Have a good one!

    Tara

    Advertise
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    Latest Episodes:
    Coaching Corner - Getting Clear on your Marketing Process and Checking Your Ego at the Door with Podcast Listener Lilly Moore Feb 21, 2022
    Show notes

    Podcast Listener, Lilly Moore of San Diego, applied to be a guest on this Coaching Corner episode. Lilly wrote in asking for help to get more clients, shared she was having retention issues, and struggled to get clients who reached out via dm/text/email only to have them stop responding once she shared her prices. Sound familiar?

    In today's episode, I help Lilly get clarity on what her current sales and marketing process is and where there's room for improving her process to get closer to converting more clients including an influencer marketing strategy I've never shared on the podcast before.

    We also hit on a major mindset shift that's likely been holding Lilly back in how she runs her business and where her ego was actually preventing her from experiencing the beauty of what she does and the services she provides.

    If you would like to get coaching on an upcoming episode, you can apply to be a guest on the podcast at www.thelashpreneur.com/lolcoach

    If you'd like to improve your marketing and take your business to the next level, get on the waitlist for my group business coaching program, The Lashpreneur Society, here: www.thelashpreneur.com/society

    Episode Highlights:

    • [15:37] - Create systems that utilize marketing styles with intention
    • [27:18] - Attract the right audience suitable to your business
    • [38:10] - Address client's behavioral problems
    • [47:28] - Separate ego from your output
    • [52:15] - Set expectations and have conversations with clients from the get go

    Happy business building!

    Have a good one!


    Lessons Learned 1 Year After Shutting My Business Down Feb 14, 2022
    Show notes

    February 8, 2021 - I closed down the Lashpreneur and walked away from the business and the community I spent 5 years building.

    1 year later - I have had some of the most transformational learning lessons from that rock bottom point that have shaped me into a woman I'm pretty damn proud of today.

    In this episode I'm sharing my top 3 greatest lessons learned from shutting down my business that I hope will serve you if you ever find yourself struggling in business or in life.

    I also want to invite you to reach out anytime thru DMs if you ever need to talk about the challenges you're facing. You're not alone sis!

    Episode Highlights:

    • [05:25] - What helped me to continue The Lashpreneur
    • [07:26] - The result you want or the lesson you need
    • [10:46] - Your body is your greatest guide
    • [22:23] - Three greatest lessons I learned over this past year

    Happy business building!

    Have a good one!


    The Money Mindset Episode You Have to Hear Feb 07, 2022
    Show notes

    On today's episode, I'm diving deep on money mindset and how the most toxic phrase thrown around in our industry is useless to help you grow your business and adjust prices. That phrase is "Charge your worth." What does that even mean?!?!

    This episode shares some actionable steps to identify a profitable price point for your business. I share how you can reframe the meaning money has in your life, how to reassign looking at money through the lens of what's possible as opposed to your current circumstances, how to help your clients see the value of what you offer before you ever introduce price, AND keeping your money mindset out of your client's pocketbook.

    This is one of those must listen to powerful mindset episodes that can really help challenge limiting beliefs around money that are so common in our industry.

    Hit me up on Instagram DMs www.instagram.com/thelashpreneur and let me know if this episode resonated with you!

    Episode Highlights:

    • [3:05] - Money is neither good nor bad
    • [4:51] - Your treatment with money is a learned experience
    • [8:06] - An exercise to change your perspective of money
    • [13:57] - Your job is to make your client understand your service value
    • [15:16] - The whole point of having a business is to make money

    Happy business building!

    Have a good one!


    Business Beyond the Chair with Kayla Hertz of Educated Artistry Jan 31, 2022
    Show notes

    On this week's episode - I've collaborated with a fellow lash podcaster, Kayla Hertz of Educated Artistry podcast! Kayla and I connected on Instagram recently and started talking about what we're noticing in the industry by way of what to do once you're fully booked. We have both seen and even experienced first hand that the traditional lash artist career path is start a business, become fully booked, then hire a team, become an educator and/or start a product line. Sound familiar? Of course it does! It is what 99% of our industry plans to do when they first go out on their own. But reality is MUCH different than what our naive dreams of creating an empire look like when we first go out on our own. So Kayla and I decided to do a two part episode to speak to all of the opportunities you could pursue beyond trading your time for money as a service provider.

    Part 1 of this episode can be found on Educate Artistry's podcast so before listening to this episode, go check out Kayla's Educated Artistry podcast titled "Business Beyond the Chair" or follow her on Instagram @educatedartistrypodcast where Kayla and I are breaking down the different legal options to build out your team and the difference between Booth renting vs Contractors vs Employees, and then come back and check out part 2 of our Business Beyond the Chair series right here on the Lessons of a Lashpreneur Show. In part 2 - we do a deep dive into the various different opportunities to take your passion for the beauty industry and scale a business beyond you trading your time for money. Kayla and I deep dive on product lines, becoming an educator, coaching, podcasting and even becoming a beauty industry influencer.

    If you're interested in learning how to build a team legally and profitably, I encourage you to get on the waitlist for my Momentum Mastermind to be notified when we open up applications again in late spring: www.thelashpreneur.com/mastermind

    Episode Highlights:

    [15:00]Why building consistent relationship with your clients is ideal for your business [16:00] The Implication behind the law of reciprocity [17:10] What are the 2 common sales objection in business [25:19] How to grow a team legally and profitably [44:01] The importance of thinking outside the box [47:00] How to handle the imposter syndrome


    Must Know Updates to Venmo and How to Find an Accountant with Michelle Cook of Small Business CPAs Jan 24, 2022
    Show notes

    Let's talk accounting and payment processors! A recent Venmo change has some beauty pros freaking out about monies earned from Venmo transactions now being reported to the IRS by Venmo if more than $600 is processed using Venmo. To help you get clarity on what this actually means for your business if Venmo is one of the payment processors you're using in your business as well as understanding must have accounting processes for your 2022 - I brought on a new friend of mine, Michelle Cook of @smallbusinesscpa to chat all things Venmo and accounting best practices.

    Michelle is a beauty school graduate turned licensed CPA. As a partner at Carter Cook, CPAs, she specializes in guiding beauty professionals to move beyond compliance and into forward-focused strategy. Michelle also empowers beauty professionals to be the financial expert in their business through her course, Beauty Bookkeeping. When she's not helping clients maximize profit, you'll find her snuggling her two babies and drinking lavender tea.

    If you'd like to get up to 55% off of your first 3 months of Quickbooks - use my link www.thelashpreneur.com/quickbooks.

    If you'd like to register for one of my Free Overlooked to Fully Booked Masterclasses, you can find an upcoming class time that works for your schedule here: www.thelashpreneur.com/masterclass. Here is the link where you can find Michelle's Beauty Bookkeeping Course - www.cartercookcpas.com

    Episode Highlights:

    • [3:47] - The changes with Venmo you need to know starting this year
    • [8:25] - The importance and benefit of honestly declaring your business income
    • [11:30] - Accounting best practices for business starters
    • [14:16] - The difference between a bookkeeper and an accountant
    • [18:40] - Questions to ask when hiring an accountant

    Happy business building!

    Have a good one!


    Copy My WINNING Reels/TikTok Formula Jan 17, 2022
    Show notes

    Recently I created a Reel based on 4 factors to see if I could get it to outperform any other reel I did - and it worked! So in today's episode I'm going to share that formula with you for you to create your own reels that can increase reach and engagement with your audience.

    First - my perspective on REELS and social media in general. If you think I enjoy or crave or am super motivated to shake my tail feathers in public to 30,000+ potential people... HA you have me pegged wrong friends. Look I have insecurities just like you - I just don't focus on ME in my marketing cause my marketing - is about you. I want to help you - and in order to do that - I gotta not make it about me. That may be where you are holding yourself back in marketing your business full out - because you're more concerned about how you look, sound, act, behave and who might be judging you than you are about how your potential client is feeling and thinking about herself.

    Get over yourself. Stop making it about you - cause girlfriend - that woman who is feeling like junk - who is going through a messy breakup or divorce or who is feeling FUGLY - doesn't care that your voice sounds weird on video or that you feel ridiculous dancing to the latest trending audio - she just needs to know you can help her - so get out of your own way and put all your focus and energy into actually helping her!

    Alright - now that our little motivational pep talk is out of the way - let's get into the 4 factors that make for viral level reels (could also work for TikTok if you're creating content on that platform too).

    1). Trending audio - When you're on Instagram go to the Reels section where you watch other people's reels - at the time of this recording - it is the middle button at the bottom of your feed. So there's the home button, the search icon and then that movie style clapper board with the play symbol in it - that's where you can find only reels. Once you're in there - you will see scrolling text at the bottom of any reel. That is the NAME of the audio that is being played. You'll see a music note or you'll see a diagonal arrow pointing up. That diagonal arrow pointing up means that audio is trending - and you're increasing your likelihood of that video performing well in the algorithm when you use trending audio. Save that audio or if you're ready to record - you can use that audio right then.

    2). Plan what you're going to record using that trending audio. When you click on that trending audio - it will pull up all of the posts using that audio - to which now you can put on your marketer hat and watch how other people are using that audio - take your inspo of how your followers might relate to a video - and plan out what you'll record. So for example - the viral reel I made used a trending audio file called Check it out (play audio). And the inspiration I got from watching others use that was a little dancing and pointing at educational tips I would later add in once I recorded it. I had a post from a year ago that performed really well organically that was about the 7 steps to increasing your lash speed. So I used that to point 7 times throughout the video so I could add in those 7 steps as text. Most of your reels will be 15-30 seconds long - so this is a great way for you to keep your content very bite sized. So if you're new to reels - try out the shorter audio so you can get used to how they work - they won't take long to create and post and you'll start to understand the benefit of using that form of content on your feed.

    3). Have fun with it and then add in the on screen text. This can be the time consuming part where you're adding text that coordinates with the audio or appears and disappears on the screen. Keep your text short and if possible on beat. A little pro tip - if your text comes and goes from the screen just a touch too fast to be read the first time around that's actually a really good thing - why? Cause they have to watch it again to read the rest of it- thus increasing your views and increasing the reel's reach. Make sure they can see there's something of value in the text - but it's a-ok and actually encouraged to have it be on the screen just a second or two shorter than the average person can read the full sentence. You can rewatch your reel before posting to test this on yourself to see if you can read through the text bubbles fully in time and just shorten them a touch to entice watching a second or third time.

    4). Keep your captions short, relevant, and to the point and be sure to include a call to action. A call to action is to tell the viewer what you want them to do. Do you want them to save this reel? Share or tag a friend ? Do you want them to DM you to talk about how lashes can benefit their mornings? Do you want them to leave a comment with a question they have or a response to your reel? Most of you use the call to action of Call/Text/DM to book an appointment on every single post. I can tell you right now that's a strategy of desperation. You want to build and nurture the relationship - not always go in for the kill. Out of every 5-7 posts - you can have one direct call to action to book an appointment - but more than that and you're missing out on engagement and conversation with clients which will lead to far more sales when you can get a potential client talking to you!

    To sum up the episode:

    1). Use only Trending audio

    2). Plan what you're going to record using that trending audio that's relevant to your target market/niche.***Bonus tip - look at what others using that sound have done to relate that audio to a service based business for inspo

    3). Have fun with it and then add in the on screen text to tie the reel to be something of value to your audience

    4). Keep your captions short, relevant, and to the point and be sure to include a call to action.

    Episode Highlights:

    [2:00] Factors that will help you get more engagement on your reels [4:00] The reason why reels are highly prioritized [5:05] How to become competitive in the marketplace [6:58] How to use social media marketing tool to your advantage [21:58] Top ten marketing tips for your business

    If you'd like to learn more about social media marketing - hit me up on Instagram or Tik Tok @thelashpreneur and let's chat about what is so overwhelming and challenging for you to get clients off of social media and into your business! I've got about 73,422 ideas I could give you on how to create valuable social media content for beauty businesses - so don't be shy!


    Coaching Corner - How to Get Started in Business as a New Lash Artist with Listener Sarah Anderson Jan 10, 2022
    Show notes

    On today's episode, I invite one of our podcast listeners, Sarah Anderson, on to the podcast for some coaching around how to get started in business as a new lash artist! Here's some highlights from this Coaching Corner episode:

    • [3:50] - Working with the end in mind
    • [7:21] - Defining Success and how to get clear on what you're working towards
    • [9:47] - What is it Sarah is working towards as she struggles to get clarity on WHY she wants a business
    • [12:52] - We define what Sarah's Highest Value is in wanting to have a business of her own - Security
    • [16:01] - How to tie money as a tool to create a plan to get the feeling of security
    • [17:03] - The two ways to increase the profitability in your business
    • [19:34] - How Tara looks at money and budgeting when it feels overwhelming
    • [21:32] - Pricing conversations around money mindset
    • [24:34] - Fill pricing is our bread and butter
    • [26:29] - How many fill clients do you need to reach a monthly income goal
    • [27:54] - Determining how many clients you need a day to reach your goal income
    • [30:04] - How to control expenses in your business when you're new
    • [32:41] - Tips for new Lash Artists on supply ordering and artistry
    • [34:53] - Clarity on what's getting in the way of your business moving forward
    • [37:58] - What to do when you're a brand new lash artist to get practice

    Are you interested in getting coaching on an upcoming episode? If so - you can apply to come on our podcast to get Coached by Tara here: www.thelashpreneur.com/lolcoach

    Happy business building!

    Have a good one!


    THIS is How to Create a Goal Worth Working Towards! Jan 03, 2022
    Show notes

    On today's episode, I share the thoughts, beliefs and actions that get in the way of most business owners when it comes to goal planning.

    Goal planning and resolutions are usually junk. People rarely achieve what they set out to do because they set themselves up for failure. It's not the big dreams and goals aren't possible for them - it's usually a few key steps to achieving those goals that they've skipped over.

    The missteps in goal planning that I see Lashpreneurs making regularly are:

    1 - They don't allow themselves to dream big enough and they let their current circumstances decide what's possible for them to achieve.

    2 - They're not specific about their goals. They say things like "I want a successful business" or "I want to feel confident about my business" or "I want to be fully booked" - but what does any of that even mean? How do you know when you're successful, confident, or fully booked if you haven't defined it? It's too vague - and will not keep you motivated when you're in the growth phase of reaching this goal.

    3 - The biggest misstep in goal planning is getting vulnerably connected to WHY that goal is important to you. Understanding the CORE of why you want what you want really helps you to commit to that goal happening whether it's easy or hard. You connect with the reward of what this goal will give you and I can tell ya right now - money is not the why. Money is the tool to get you to the why - but money is not the why. So keep diving deeper into your why beyond just money to really get clear on the motivation to achieve this goal.

    4 - Lastly - work on that step by step plan to take you from your current reality to your kick ass goal. This is where you've got to get a clear strategy in place on how you're going to reach that goal cause it ain't going to happen just because you wished for it. You're going to need to learn, evolve and grow into the version of you that has that goal - and that's where most people end up defeated, overwhelmed, and stuck. A lack of understanding the how to.

    This is where looking to those who have accomplished what you want, to be inspired by those who have achieved your goal, and to becoming a student of achieving your goal will help you to reach your goals faster. If your goal in 2022 is to master the business side of beauty and build out an in demand and fully booked business - we've got the steps, the strategy and the motivation for you inside of the Lashpreneur Society! If you'd like to learn more about this program and when we'll be opening the doors again to the Society - shoot me a DM on Instagram @thelashpreneur and let's talk about the challenges your facing in your business and what your goal is!

    Episode Highlights:

    • [3:44] Getting out of fear helps you to make exciting goals
    • [4:19] Your beliefs, thoughts, and actions creates your reality
    • [7:04] Having specific goals will keep you motivated to see your vision into reality
    • [11:47] The importance of clarity
    • [14:40] Working backwards will help you to create strategies in achieving your goals

    Happy business building!

    Have a good one!


    How I Show Up On Social Media - Even When I'm Feeling Insecure Dec 17, 2021
    Show notes

    On today's episode, I'm sharing an Instagram live chat I did a couple months back based on a conversation I had with a potential coaching client where she made the statement "I don't think I could do what you do when it comes to being on video." And ya know - I wonder… how many of you are thinking this same thing? Like specifically - those of you who listen to the podcast - I mean we're hanging out every single week, so you know me pretty darn well. Cause ya know - those Instagrammers - they only get, like a minute of me at any given point… but you… you spend 20-30 minutes a week with me… so we've got a pretty decent situation-ship going on here on the podcast - and so I wanna know - do you have thoughts like that? Like "well it's easy for Tara cause (fill in the blank)" cause she's older than me or she's got more experience or its just so natural for her or she's just so confident.

    Well - let this episode pull back the curtain of any sort of illusion you've got going on in your head that showing up online and doing silly dances and even singing -oh yeah I full on sang with my real voice on Instagram stories the other week - so if you're not watching my stories you're missing out on some pretty epic content - but if you think that that's what drives me and motivates and I just soak up all the attention from all 30 some odd thousand followers…ahhh it's gonna be an enlightening episode.

    So - let's get into this episode and hey if something struck you as powerful or totally relatable - I'd love it if you could send me a DM and let me know how this episode resonated with you! I LOVE IT when you guys let me know just how much you love the podcast and how amazing it is - cause podcasting is a one way chat - and when we interact on Instagram or Facebook or even TIK TOK - I've drank the kool aid and I'm on tik tok now -so come follow me on the TikTok - but connecting with you guys means the world to me and it motivates me to keep doing these darn old podcasts every single week.

    Alright - let's dive into the episode where I share my insecurities in showing up on social media - and the mindset I have to show up anyway.

    Episode Highlights:

    [5:24] Empowering mindset that motivated Tara to show up confidently online [9:29] Why showing your authentic self is significant in your business [10:08] Understanding how social media works [10:57] How to create more engagement and build good connection with your clients

    Happy business building!

    Have a good one!


    Problem Clients and Policies Dec 10, 2021
    Show notes

    On today's episode, I'm sharing with you just how to handle the 3 most common client issues that happen in your business and how you can enforce policies effectively with less worry about being the "bad guy".

    Those 3 issues are

    • Last Minute Cancellations due to emergency or unforeseen circumstances
    • Fill when it really should be a full set "just do what you can" situation
    • Refund requests

    And I'll share with you the policy you should have in place that addresses each issue, how to implement this policy and what the perk is to having a policy that addresses each issue.

    If you're interested in seeing an example of the policies I had in my lash business - you can download them at www.thelashpreneur.com/policies

    And a quickie disclaimer - policies, client waivers, release of liability are all legal contracts and I advise you have any of those documents reviewed by a locally licensed attorney for enforceability and legality in your state/province. Nothing in this episode is to be construed as legal advice and is for education and entertainment purposes only.

    TEACHING POINTS:

    1. Last Minute Cancellations due to emergency or unforeseen circumstances
      1. Policy Solution - Sickness and Family Emergency cancellation policy
        1. This policy states: If you or another person in your household has an infectious or contagious illness, please contact us as soon as possible to reschedule your appointment for a later date. For your safety and that of the staff and other clients, please do not come to your appointment sick. If it is assumed you are currently sick, your appointment may be cut short or cancelled and rescheduled for when you are healthy again. A one time allowance of last minute cancellation or reschedule will be permitted for sickness or family emergency. After that, the cancellation and no show policy will be in effect.
      2. Implementation of this policy: The key to this being a long term solution to any last minute client cancellations is to have the conversation of: I totally understand XYZ came up - I want you to go take care of yourself and not worry about your appointment. This is exactly why I have the Sickness and Family Emergency policy where we offer a one time exception to our cancellation policy. Please be aware that this is the one and only allowance to our cancellation policy we can offer you and any future last minute cancellations will be charged NO MATTER WHAT.
        1. That "no matter what" is KEY in YOU communicating to the client that no matter the situation moving forward - whether they were hospitalized, severely ill, or forgot to cancel cause they were hungover - your cancellation policy WILL apply. You have proof in your text or email exchange with this client now that you made it clear in no uncertain terms that they would be charged for any future last minute cancellations NO MATTER WHAT.
      3. Perks of this policy:
        1. You don't have to be the bad guy when someone doesn't show up to their appt because of a legitimate cause cause you've already set the expectation that you've extended the olive branch of human decency and understanding that ish comes up AND you also have a business to run where cancellations are detrimental to the stability of the business.
        2. This eliminates the need for you extra controlling and vindictive lashpreneurs out there who go stalking clients social media pages and find out the real reason they didn't show up to their appointment. It doesn't matter if a client chooses to lie about their "emergency" or not - your business has a plan in place regardless of a legitimate excuse or not.
        3. You have written proof of a signed copy of your policies agreeing to this policy and a screenshot of the exchange with a client about the use of this policy to share with any sort of banking disputes that the client was made aware and agreed to your policies and the charge for the no show. Doesn't always guarantee a bank will side with you - but you've done your part.
        4. COVID EXCEPTION - during covid and shutdowns and strick regulations and contact tracing - we all need to be flexible and use our best judgement even if, at times, doing so goes directly against our policies. Unique situations call for unique solutions - so use your judgement and make a call that is most aligned with what feels right to you with any covid-related cancellations.
    2. Fill when it really should be a full set "just do what you can" situation
      1. Policy Solution: Fill Policy - Minimum # of extensions remaining per eye to be considered a fill
        1. This policy states: We recommend our clients to come back every 2-3 weeks for their fill appointments to ensure your natural lashes remain healthy and your extensions stay looking full. We also educate our clients on proper aftercare of extensions to ensure each client gets the maximum retention out of their lash extensions. We do require 30 extensions remaining per eye to be eligible for our fill appointments. If a client has less than 30 extensions per eye, the fill appointment will be adjusted to a full set service at the current full set price if time allows or the appointment will be rescheduled to a future agreed upon time for when a full set appointment is available.
      2. Implementation of this policy:
        1. First is the education of this policy before a client ever receives the service. You could include in your policy that you recommend following the aftercare steps provided to you at the end of your service as well as prebooking out your future appointments as a best practice to minimize the possibility of this scenario occurring.
        2. Next - educate on the importance of following aftercare and how the aftercare you recommend helps them to maximize their retention and minimize needing a new full set in the future.
        3. Lastly - when in doubt - count it out sis. If you're not sure if a client has enough extensions left you can say "Ooo Susan - what happened? Your retention seems to have gone down a lot since your previous appointments." and then let the client try to explain what happened. One of two things usually happens - either the lashes started falling out soon after her last appointment which is usually an issue you can troubleshoot based on your application and reviewing your notes from her last appointment that my have contributed to poor retention OR she noticed after a week or so that her lashes started falling out more which would usually be due to a seasonal shed or improper aftercare. Either way - that's a whole other episode on retention that I'll save for another day - your handling of this event is what we're focusing on today.
        4. You would then count the extensions. If she meets or exceeds the minimum # of extensions - then let her know and educate her on aftercare again so she doesn't risk being this close to needing a full set again and possibly recommending your retail items that help with retention like a cleanser. Possibly advise her on coming back in sooner than usual to her next appointment as well so she doesn't risk needing a full set and/or reminding her of your client satisfaction policy which I'll share about in a minute if she notices her lashes aren't lasting very well within the 72 hours of her last appointment so you can fix it before she needs to get a full set.
        5. If she doesn't meet the minimum # of extensions - you could do one of two things. Give her a warning that you'll make a one time exception for today and just "do what you can" but next time it will be a full set OR say "unfortunately you don't have enough extensions remaining to be considered a fill and you need a full set. I'm going to change your appointment to a full set today OR I need to cancel today and reschedule your full set when I have an appropriate amount of time to complete the set. I recommend giving them a one time warning cause most clients aren't going to be all too excited about unexpectedly paying for a full set and staying for a longer appointment without a fair warning. But I leave it up to you if you want to offer a warning first before enforcing this policy or not.
      3. Perks of this policy:
        1. You stop feeling like you have to give away your time for free or provide less than stellar results for a client because you're rushing to get as many extensions on cause she was basically bald coming in.
        2. This also creates the opportunity for you to educate a client on proper aftercare and often times leads to them purchasing a lash cleanser because the alternative of not purchasing your $20 cleanser is risking paying for another $150-$200 full set.
        3. You eliminate the confrontation and confusion of having a percentage of extensions remaining which is typically where this policy goes way wrong. You can't honestly tell me you know the difference between 48% extensions remaining and 53% extensions remaining - yet you are charging a client very different prices based on your made up assumption of a clients retention. This is highly unfair to a client which is why they challenge your assessment of their lashes and most of you cave to "just doing what you can" with the time they booked or extending their service time to get them back to full but without charging for that extra time. A client can justifiably argue with you about percentage remaining all day long. A client cannot argue with a finite number when you physically count each extension remaining. So you eliminate the debate on fill or full set.
    3. Refund requests
      1. Policy Solution: Refund + Client Satisfaction policy
        1. The no refund policy would state something like: You are paying for artist time, product and other expenses used to provide you with a service. No refunds will be given for any reasons on services or product. If you are unhappy with a service or result, you may contact us within 72 hours of your appointment to discuss your concerns and if a fix can be done to address your concerns, it will be done so with a complimentary 30 minutes express fill. Any concerns brought up after 72 hours of your last appointment or if you failed to follow the proper aftercare instructions a recommended fix will be offered but at full price of the service recommended.
      2. Implementation of this policy:
        1. This policy is great to remind every client of at the end of every appointment so you are WELCOMING them to communicate openly with you. You could say something like "My goal is to ensure you are over the moon with your results/lashes. If you get home and for any reason you're not in love with the results - please let me know within 72 hours of today and give me the opportunity to see what I can do to address your concerns."
        2. The key to success with this policy is to be VERY clear about this prior to any service being delivered. If you are not going over every policy in person during your consultation with a new client - then you risk a client asking for a refund AND being super pissed about it if you don't give her a refund. Knowledge of there being no refunds is how you avoid refund requests.
      3. Perks of this policy
        1. Most refund requests are due to a client being unhappy with the result and not feeling as if the experience or result was worth the money invested. There are times when this 100% warranted on behalf of the client especially if you struggle with retention. If a client's lashes don't last more than a few days - then I think all of us would want our money back for a service that didn't deliver the desired results. And I encourage my society members to take ownership and responsibility for the results they get in their businesses - which means that if you struggle with application or your application method or adhesive doesn't last more than a few days - then own it that the client's undesired results were due to your application. Most issues with an unhappy lash client within 2-3 days of their appointment is due to improper application no matter how bomb you think you are. Most of the time - it's lashes falling out way too soon because the lash artist can't get the adhesive to last. Your client shouldn't have to suffer through your learning curve unnecessarily. HOWEVER - does that mean that you give back hard earned money? Not necessarily - hence why I like the client satisfaction part of this policy. We've already made it clear that no refunds are available ever - BUT we want to ensure happy clients. And what we can offer a client when there's an issue that is likely caused by adhesive struggles, retention issues, maybe the client didn't like the styling or the length or how sparse the lashes are - is a 30 minute free fix appointment where you spend 30 minutes just working on fixing the issues - whether it's applying more lashes where the previous ones didn't last, going longer or shorter as much as you can in the time provided, adding in more extensions if they were too sparse, etc. This 30 minute fix will make a good bit of difference to a client's unhappy results/experience. If they choose not to take you up on this - then that's on them and no refunds, so no solution.

    Episode Highlights:

    • [3:39] - The policy solution for last minute cancellations
    • [12:50] - Recommended content of an effective Fill Policy and how to implement it
    • [26:51] - How to implement a No Refund Policy
    • [28:49] - How a Client Satisfaction Policy will help your business and keep your clients happy

    If you're interested in seeing an example of the policies I had in my lash business - you can download them at www.thelashpreneur.com/policies

    Happy business building!

    Have a good one!


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