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NALA Nominations 2020

Lash Class Inc. has just received AMAZING NEWS! I have been nominated for Educator of the Year and Comprehensive Curriculum of the Year and Lash Class has been nominated for Lash Academy of the Year!!!

Comprehensive Curriculum Award.

This award will go to a lash academy that offers an extremely comprehensive program with great detail and valuable information. An academy that has gone above and beyond the requirements to prepare their students with the best possible education for their new career.

Educator of the Year Award.

This award will go to a lash educator that always puts his/her students first. This educator is patient, knowledgeable, caring and fun. This educator boasts tremendous success for their graduates.

Academy of The Year Award.

This award shall be presented to the lash academy that offers the most value to its students, has a comprehensive curriculum, and has had the most successful graduates because of their program(s).

What an honour to be counted as one of the nominees for this year’s NALA Awards! You can find a list of the Awards Definitions and a list of this year’s Nominees.

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How to Handle Complaints Like a Pro

In the Lash Industry, you will most certainly hear your fair share of customer complaints and… you cannot win them all, no matter how hard you try. After investing so much time, money and effort into learning and developing your craft the last thing you want to be concerned with is grumpy clients and bad reviews!

In a perfect world, mitigating your clients concerns should have been done, during your consultation, when setting her expectations. However, that is not always sufficient and you may have a complaint every once in a while. It is just part of the territory in any customer service-based industry.  In Classic 101 I have a whole chapter dedicated to Client Consultations and I suggest that you have a bullet proof consultation that is paired with a Personal Services Policy that outlines what a client should expect from you and from her new lash extensions including aftercare.

That being said you probably aren’t looking at this article because you are anticipating complaints and you have most likely already encountered one. I can tell you I know that feeling of desperation. That fear you get that feels like a lighting strike to the gut and you think everything you have worked so hard for is in jeopardy and is about to crumble around your ears! So lets dig in right now and get down to it…

Here are 10 helpful steps you can take should you come across one of those “hard to please” customers…

Don’t get mad!

Do not take it personally! Some people will just never be satisfied no matter how good of a job you have done.  Remain calm and keep a friendly demeanour.  The majority of conflicts can be avoided by being friendly and level headed and by showing them that you are concerned about their problem and want to help.

Book them an appointment for a new consultation ASAP!

Do not try to diagnose any problems over the phone, email or text. When a client first contacts you with a concern you should book them in as soon as possible so that you have an opportunity to look at their lashes first hand. LIMIT YOUR ENGAGEMENT WITH HER VIA TEXT OR EMAIL. This only serves to invite more questions and raise more concerns while you are literally in the dark about what’s going on with her lashes. Just bring her in as soon as you can and make seeing her a top priority! Let her know (nicely) that sending you all those pictures of her lashes really doesn’t help you to see what’s going on. Here is some helpful dialogue…

“Oh my gosh Sarah! I’m so sorry to hear that you are unhappy with your lashes! Let’s get you in right a way so I can see first hand what’s going on. Can you come in today at 3pm?”

Once the appointment is booked:

“Sarah, I want you to be happy so we will do a new consultation. It will take about 30 to 45 minutes. Can you also bring in your cosmetics that you have been using since I last saw you? Just so we can rule out any and all issues you might be having with your lashes”

Examine her lashes and cosmetics

Great work! You booked her in (whew)! Now… if she brought her cosmetics and aftercare products, you can rule out any foul play so that you can really diagnose what the actually issue is. Make sure the makeup she is wearing is not oil-based or waterproof and that her makeup is formulated for lash extensions.  Advise her that even though she is using makeup that is formulated to be safe on lash extensions, it will still shorten the lifespan of the adhesive bond. Just the act of removing the makeup will take its toll on the bond overtime, causing tiny cracks that compromise the bond structure and prematurely begin the process of deterioration on that adhesive.

Please do not use the word “Glue”

It cheapens the integrity of the products we use and it sounds bad!!!

The examination of her lashes is crucial. After only a quick inspection you should be able to determine how she has kept up her aftercare. Look for the following red flags:

  • makeup, lotions and/or other cosmetics
  • sleep or other debris in and around the lashes and lash line
  • signs of irritation or contraindications
  • missing lashes or gaps in the lash line
  • broken or damaged lashes
  • more Anagen phase lashes than Catagen or Telogen phase lashes (obvious shed)
  • oily lids
  • adhesive residue
Troubleshoot any Application Problems

So now at this point you will have diagnosed if her aftercare is on point, if she has been picking, if there are contraindications, or if this is just a seasonal shed off. You should have a pretty good idea if you need to troubleshoot any problems you may be having with your application or adhesive.  It may be a simple solution like increasing or decreasing the humidity in your studio or having her resist the urge to chat during her treatment. Some clients move their heads, eyes and lashes excessively while talking and that can affect the application as it is a struggle to apply lashes to someone who is moving a lot. Refer to your previous appointment notes to review the humidity and temperature of your studio and how her last appointment went (e.g.: she was restless, chatty, watery eyes, or feeling under the weather).

Still unsure? Determin her Shed Cycle timeline from your notes (if you kept them).  Often you will see a pattern emerge due to seasonal shedding, illness, dietary or life changes and/or the temperature/humidity recorded during their appointments. It is imperative to keep excellent notes for every client, every visit. If you haven’t been doing that I suggest you begin doing so right away! You can purchase professional, ready made Consultation Forms package (including a What to Expect / Personal Services Policy) here.

Determine the Regularity of Her Visits

Clients who do not maintain a regular and dedicated lash fill cycle with you (meaning she is booking lash fills with other technicians) would not receive a personal guarantee of your work as you cannot control what another lash tech has done to the lashes that you have applied and you cannot guarantee someone else work either.

Guarantee Your Work

If there are a lot of lashes missing and she has professed to have followed your aftercare instructions, you might consider offering another discounted or free of charge appointment, making sure to grab those forms and do another full consultation again and pay close attention to tracking appointments see if her situation changes.

Do a Lash Removal

Are there contraindications? Does she find them to be uncomfortable? It maybe she is just not right for lash extensions! Do a Lash Removal Service at no cost.  You may want to offer a different service (like Lash Lift) at a discounted rate.

DO NOT offer a refund!

Your time is valuable!  Make sure to outline this policy in the agreement/waiver (including credit card charge backs or disputes)  Another good reason to get her in front of you right away… It is much harder to demand a refund in person when you are offering to give her a free or discounted service.

Only use a refund as a last resort!

Okay so this is a last ditch effort to defuse a hot situation. By now there should have been red flags all over the place and you need to get this troublemaker out of your life forever! Consider creating Refund for Non-Disclosure Agreement outlining that they agree that they will not make any negative posts about you, your business or affiliates on social media or anywhere online in return for a full (or partial) refund! This is pretty easy to create for a small fee on LawDepot.com or LawDepot.ca (depending on where you live). This will help to prevent any damage to your reputation.

Learn From Your Mistakes

So my guess is that there were red flags from the beginning that maybe you overlooked and you are seeing why you should have turned her away. We all want to grow our business and take on as many new clients as possible but we need to sacrifice quantity for quality.

Next time you encounter someone who seems like they might be hard to please be honest with them and with yourself. They might not be right for you and you have the right to refuse personal services to anyone at any time! We all make mistakes but a good technician learns from them and also makes corrections in her application, practice or customer service.  Some mistakes are very costly especially if it is one that you have made in the past and have not learned to correct that behaviour. 

“Some people make it extremely difficult to continue believing that complaining is not one of the basic human needs.” 
― Mokokoma Mokhonoana

Excerpt from Classic 101 – A Comprehensive Guide to the Safe Application of Lash Extensions with an Introductory to Advanced Lashing Techniques authored by Heather Gillett – Master Lash Artist, Certified Trainer, Course Creator & Academy Administrator at Lash Class

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May 4/5

Our Classic Lash Class 101 is designed by NALA Certified Lash Extension Instructor & Master Lash Artist – Heather Gillett and is held at a convenient central Kelowna studio located just steps from Shopping and Hotel amenities.

This 2-day course is designed to be BC’s most comprehensive Lash Extension Training with the industries highest standards for safe application and aims to teach students the fundamentals of the art of Classic Lash Extensions with an introduction into Advanced Lashing Techniques and includes course manual, a premium starter kit and access to continued support.  Additional advanced training opportunities offered at special alumni 10% discount.

  • Courses are held in Kelowna at J-2009 Enterprise Way, Kelowna BC.
  • Space is limited: Class sizes consist of no more than 4 students
  • Premium Starter kit ($500 value)
  • Comprehensive Course Manual ($300 value)
  • 16 hours in studio training
  • Designing your space
  • Face & Eye Shape Lash Designing
  • Application & Removal
  • Safety & Hygiene
  • Troubleshooting
  • Client Waiver and History Forms
  • Client care and retention strategy
  • Aftercare & Retail
  • Introduction to Advanced Lashing Techniques

Cancellation Policy

Deposit Fee’s are Non-Refundable however they can be transferred to alternate course dates, provided that space is available on alternate training dates and are subject to $125 rescheduling fee. By purchasing enrolment dates you agree to the cancellation policies.

Currently Scheduled Course Dates:

Students are required to pay a 50% non-refundable deposit on booking and the remaining balance 48 hours prior to your training date.  Financing options available by emailing Heather at heather@lashclass.ca

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Something Big is Coming for 2019!

2018 was a fantastic year of abundance and growth for me and also for my core Makeup & Aesthetics business (Heather Gillett – Makeup Artist: HGMUA.com). I added 3 outstanding services to my repertoire, met fantastic new clients and students.  I guess I have to give 2018 a wink and a nod and turn my focus to Lash Class.ca and 2019.

So the plan is to grow Lash Class now…

Big!

So I don’t want to totally let the can out of the bag so I will just drop a few bread crumbs…

Lash Class Academy officially launched a YouTube channel!

If you are new to the Lash Biz OR wanting to know more about:

  • Lash Extension Training
  • Exciting New Industry Updates
  • New Product Innovations
  • Special Offers
  • Give Aways 
  • Live Interactive Demo’s
  • “5 Things…” Show. A series of videos with pro tips, tricks, hacks etc.!

Stay tuned for more!!!

Please Like, Subscribe, and click the Bell for notifications when new videos are posted!

and follow @Lashclass on IG (Live Demo’s) & Lash Class on FB to get updates as they roll out!

 
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Classic Lash Class 101 – 2019

Thanks for your interest in Lash Class Academy! Our Classic Lash Class 101 is designed by NALA Certified Lash Extension Instructor & Master Lash Artist – Heather Gillett and is held at a convenient central Kelowna studio located just steps from Shopping and Hotel amenities.

This 2-day course is designed to be BC’s most comprehensive Lash Extension Training with the industries highest standards for safe application and aims to teach students the fundamentals of the art of Classic Lash Extensions with an introduction into Advanced Lashing Techniques and includes course manual, a premium starter kit and access to continued support.  Additional advanced training opportunities offered at special alumni 10% discount.

  • Courses are held in Kelowna at J-2009 Enterprise Way, Kelowna BC.
  • Space is limited: Class sizes consist of no more than 4 students
  • Premium Starter kit ($500 value)
  • Comprehensive Course Manual ($300 value)
  • 16 hours in studio training
  • Designing your space
  • Face & Eye Shape Lash Designing
  • Application & Removal
  • Safety & Hygiene
  • Troubleshooting
  • Client Waiver and History Forms
  • Client care and retention strategy
  • Aftercare & Retail
  • Introduction to Advanced Lashing Techniques

Cancellation Policy

Deposit Fee’s are Non-Refundable however they can be transferred to alternate course dates, provided that space is available on alternate training dates and are subject to $125 rescheduling fee. By purchasing enrolment dates you agree to the cancellation policies.

Currently Scheduled Course Dates

Students are required to pay a 50% non-refundable deposit on booking and the remaining balance 48 hours prior to your training date.  Financing options available by emailing Heather at heather@lashclass.ca

Not seeing what you are looking for? Feel free to contact us by filling out the contact form below

 

 

 

Upcoming Enrollment Dates

It is my desire to help with tuition fees as much as possible. Fee’s can be paid in 2, 3 or 4 installments. For more information please fill out the contact form below.

NALA Certified Lash Extension Educator

I’m so happy to share my Certification with all my friends. NALA is the National Association of Lash Artists and sets the standards for Excellence in the Lash Industry!

#certified #NALA #kelownalashinsteuctor #okanaganlashinstructor

April 21/22

Our Classic Lash Class 101 is designed by NALA Certified Lash Extension Instructor & Master Lash Artist – Heather Gillett and is held at a convenient central Kelowna studio located just steps from Shopping and Hotel amenities.

This 2-day course is designed to be BC’s most comprehensive Lash Extension Training with the industries highest standards for safe application and aims to teach students the fundamentals of the art of Classic Lash Extensions with an introduction into Advanced Lashing Techniques and includes course manual, a premium starter kit and access to continued support.  Additional advanced training opportunities offered at special alumni 10% discount.

  • Courses are held in Kelowna at J-2009 Enterprise Way, Kelowna BC.
  • Space is limited: Class sizes consist of no more than 4 students
  • Premium Starter kit ($500 value)
  • Comprehensive Course Manual ($300 value)
  • 16 hours in studio training
  • Designing your space
  • Face & Eye Shape Lash Designing
  • Application & Removal
  • Safety & Hygiene
  • Troubleshooting
  • Client Waiver and History Forms
  • Client care and retention strategy
  • Aftercare & Retail
  • Introduction to Advanced Lashing Techniques

Cancellation Policy

Deposit Fee’s are Non-Refundable however they can be transferred to alternate course dates, provided that space is available on alternate training dates and are subject to $125 rescheduling fee. By purchasing enrolment dates you agree to the cancellation policies.

Currently Scheduled Course Dates:

Students are required to pay a 50% non-refundable deposit on booking and the remaining balance 48 hours prior to your training date.  Financing options available by emailing Heather at heather@lashclass.ca