Complaints in an Eyelash Styling Salon – How to Respond Without Losing a Client?

Every eyelash stylist will eventually encounter a complaint. Even when working with the highest quality products and using perfect techniques, situations may arise where a client is not fully satisfied. However, the key is how you respond. Your approach to complaints can determine whether the client returns to your salon or chooses to go elsewhere.

What Will You Learn from This Article?

✔ Why do clients complain about eyelash extensions? – Learn the most common reasons for dissatisfaction.

✔ How to professionally handle a complaint? – Ensure the client feels heard and taken seriously.

✔ How to analyze the issue? – Key questions to help identify the cause of dissatisfaction.

✔ What solutions to propose? – What to do when the issue is related to aftercare, application technique, or an allergic reaction.

✔ How to avoid negative reviews? – Effective ways to protect your reputation.

✔ How to turn a complaint into an opportunity for client loyalty? – Ensure that even an unhappy client stays with you!

1. Why Do Complaints Happen?

Before exploring solutions, it is essential to understand why clients submit complaints. The most common reasons include:

✔ Eyelashes falling out too quickly – The client notices that the application does not last as long as expected.

✔ Discomfort after application – Burning, itching, or eye irritation.

✔ Dissatisfaction with the final result – The client expected a different shape, length, or curl of the lashes.

✔ Allergy or allergic reaction – Watery, swollen, or irritated eyes.

Always approach the situation calmly and openly. Remember – the client is not reporting an issue to attack you but because she trusts you to help.

2. How to Professionally Handle a Complaint?

Rule #1: Do not ignore the problem!

When a client submits a complaint, never dismiss her concerns. A quick and professional response can prevent a negative review and client loss.

✔ Respond quickly – Preferably within 24 hours.

✔ Thank the client for reaching out – Show that you take her seriously.

❌ Bad example: "I don’t know what you did, but other clients' lashes last just fine."

✅ Good example: "Thank you for your message. I truly care about my clients’ satisfaction, so I’d love to take a closer look at the situation and find the best solution."

3. Analyzing the Problem – What Went Wrong?

Ask the client a few questions to understand the root cause:

✔ How long did the lashes last?

✔ Did she follow the aftercare instructions? (e.g., avoiding oils, not rubbing her eyes?)

✔ Has she recently changed her skincare products?

✔ Is this her first time getting lash extensions?

4. What Solutions to Propose?

✔ Issue: Client's aftercare
➡ Explain proper lash care and recommend suitable products.

Recommendations for the client after applying the eyelashes 10 pcs

➡ Response: "The most common reason for poor retention is exposure to oily skincare products. I’d be happy to guide you on how to care for your lashes to make them last longer!" 

✔ Issue: Application technique
➡ If an application mistake occurred, acknowledge it and offer a correction.

➡ Response: "I truly want you to be happy with your lashes. I invite you for a free touch-up to achieve the perfect result."

✔ Issue: Allergic reaction
➡ Explain that allergic reactions can occur and offer a patch test before the next application.

➡ Response: "I’m very sorry that irritation occurred. Unfortunately, some clients may experience an allergy to adhesive ingredients. Before your next appointment, I can perform a patch test to ensure compatibility."

5. How to Avoid Negative Reviews?

✔ Resolve issues quickly and professionally.

✔ Be kind but firm – You do not have to meet all client demands, but always treat them with respect.

✔ Encourage positive feedback after resolving the complaint.

➡ Example: "I hope you are now satisfied with the result! If so, I would really appreciate it if you could share your opinion on our profile."

Summary

✔ Do not ignore complaints. ✔ Maintain professionalism and stay calm. ✔ Analyze the situation. ✔ Offer a solution. ✔ Protect your reputation!

Do you want to improve your skills? Check out our Lash trainings courses and learn how to run your salon at the highest level!