7.1 Lash application process end to end

At the very beginning of this course, we introduced you to the lash service process. Back then, it may not have made complete sense, but by now, you should understand the steps you need to take in each part of the process:

Client consultation

Aside from the initial booking, the client consultation process is the first real opportunity you will have to sit down with your client and discuss their lash goals. It is also an opportunity to share your knowledge of the lash industry, application processes and the best aftercare products. When you have new clients visiting you for the first time, some of them may be a little nervous. By clearly explaining the process in a way that is easy to understand is important to put your clients at ease, but to also give them an understanding of why you do things a certain way. To make sure your clients don’t get confused, words like cyanoacrylate or Barbicide should be simplified to ‘lash glue’ or ‘sanitising solution’.

Even if clients have had lash extensions before, never assume that they have received thorough education. Unfortunately, there are some dodgy lash technicians in the industry that skip past the education side of things and jump straight into the service. Of course you don’t need to give your clients’ a science lesson, but explaining the basic process (cleanse, padding, application, finishing) is essential. During your consultation, at a minimum, you will need to discuss:

• Eyelash extension requirements with client
• Service and outcomes, and show client eyelash extension products
• Treatment sequence
• Contraindications and contra-actions
• Patch test (if needed)
• Cost and timeframe
• Factors that may restrict treatment
• Aftercare and infill schedules

So you don’t forget to discuss anything, use your client consultation form to guide you through the discussion. Once you have completed 10 or so consultations, you will know your ‘script’ off by heart! For your convenience, here is a copy of a client consultation form we have developed that you can use:

You can use this form for your own business, and feel free to make amendments to include any of your specific requirements. Remember, your consultation form is also a legal document and forms part of the contract between you and your client. Ensure that you complete every section and get your client to sign and date it.

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If you want to learn more about client consultations, watch the resources linked:

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Managing client expectations and dealing with difficult clients

Another really important component of the consultation process is managing your client’s expectations. Lash extensions do exactly as they say, “they extend the length and width of the natural lash.” In saying that, as technicians, we cannot create something out of nothing, and our job is to educate our clients, so they don’t have unrealistic expectations. We must lash our clients SAFELY and NEVER overload the natural lashes, and this is super important.

Sometimes, clients can come to us with unrealistic expectations because what they see being advertised is only the ‘super full’ looking sets and never the true reality of what we can safely achieve on most clients that come to see us. Sadly it’s actually lash technicians that are to blame because when we fill our Instagram feeds and social media pages with only our very best sets, we are actually fooling the everyday client into thinking they can have the same.

As you begin your career as a lash technician, you will soon realise that most people don’t want to see the reality; they want to see the fantasy. That fantasy is what drives them to visit us in the quest for amazing eyelash extensions – so if we promote the fantasy, then education is a must!

Clients that come from elsewhere (other technicians) may also come to you wanting lashes that are too heavy and/or full, but if you were to go against your professional judgement, they would likely complain they are painful and uncomfortable. Sadly, most training out there is not that great, and lash trainers are not always lash specialists. Because of this, a lot of lash technicians are causing extreme damage to the clients natural lashes and fuelling unrealistic expectations.

Furthermore, it can be very difficult to educate clients who are coming from other lash technicians that have been giving them thick and long lashes at the detriment of the natural lash health. Clients become accustomed to a specific look, and if you have to advise them to undergo lash rehabilitation before you can do your service, you may have an unhappy client! It is better to have unhappy clients because you refuse a service rather than an unhappy client with no lashes left! Clients that are too pushy or refuse to listen can be impossible to educate, and you need to think about whether or not you even want them as a client. Three hours is a long time to be with someone who is pushy, won’t listen and does not respect your professional judgement.

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The below links provide some excellent information and tips to help you to better manage your clients’ expectations and deal with difficult clients.

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Provide the service

Once your client consultation is complete, and the consultation form is signed, then you can then begin setting up your treatment field with the specific products you need for your service. When you are scheduling your appointments, always make sure that you leave enough time in between so that you can ensure your work area is cleaned, sanitised and stocked before the next client arrives. Messy and disorganised workspaces will not leave a good impression!

Once your treatment field is ready, your client is in a comfortable position, and you are in a comfortable position, you are ready to get started. As a recap, you will complete the following steps during the appointment:

1. Cleanse the eyes and lashes
2. Apply medical tape, or lint-free eye patches to lower lid and bottom lashes
3. Create lash map according to applicable style
4. Select correct lash lengths, diameters and curl type for the selected style
5. If required, remove damaged, sparse, or grown out eyelash extensions
6. Use tweezers to isolate natural lashes, and glue individual eyelash extensions avoiding contact with the surrounding skin
7. Monitor and adjust application of extensions to ensure correct positioning, even distribution and thickness according to client needs
8. Finish off the set and ensure there are no stickies and that your lash placement is symmetrical
9. Dry the lashes with your fan or air blower to remove any fumes
10. Remove lint-free eye gel patches, or adhesive tape, gently and to avoid discomfort to client

Throughout the appointment, it is important that your client stays still. If they begin to move around or fidget, take a short break. In addition to this, we strongly advise that you tell the client not to talk throughout the appointment. While you may want to get to know your client, a lash treatment is not like the hairdressers! Because you are so close to their eyes using sharp instruments and strong products, one accidental slip could cause a lot of damage.

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To learn more about tips to consider to make your lash appointments more successful, access the resources linked:

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Service completion tasks

Once you have carefully finished your set, you can then reveal your masterpiece to your client! Always have a mirror on hand so that your client can carefully inspect their eyes and provide you feedback. If your client is not happy with something, try your best to get it rectified quickly and with no fuss. However, if you have conducted a thorough consultation and then your client decides that the look they asked for is not actually what they wanted, you may need to book another appointment depending on your schedule. Before a client leaves, you will want to stress the importance of aftercare. At this point, you may give them an aftercare kit, and you may recommend complementary products and future treatments.

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For some aftercare kit inspiration, access the linked resources:

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At the end of the service, it is always advisable to book the client in for their next appointment if they intend on getting infills, and a good time to arrange this is when they process their payment. The end of a service is an excellent opportunity for you to build rapport with your client, and you want to leave a lasting impression. During the service, it would have been silent for a few hours, so let your inner chatty Kathy out at the end of the appointment! This will leave your client with a good impression, and it will also give them an opportunity to ask any additional questions they may have. Prior to your next client arriving, you will then need to:

• Clean service area and surfaces, non-disposable eyelash equipment and tools
• Restock equipment and products in preparation for next treatment
• Safely dispose of general and contaminated waste to minimise negative environmental impacts

Sanitation is critical for keeping you and your clients safe, so don’t skip your cleaning tasks! Clients will always remember a dirty salon, and aside from poorly applied lashes, it can be a major factor for clients not coming back. Additionally, if you start getting poor online reviews that mention unhygienic practices, it will be difficult to attract new clients, and it may also lead to a health inspector visit! Remember, to help prevent injuring yourself physically, make sure you do some light stretching throughout the day and keep checking your posture and body position. To maintain all other areas of health, make time for your self-care strategies and look after yourself.