Handling Complicated Clients: Real-Life Lessons from the Lash Chair
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As a lash artist, you quickly learn that not all clients are easygoing. Some are clear about
what they want, while others—well, they leave you feeling like you’re playing a guessing
game. Recently, I had one such experience with a client I’ll call Jane Doe. This story is a
great example of how complicated situations can arise and how staying professional is
key.
The Story: No Requests, But All the Requests
Jane Doe came in wanting a full set. Simple enough, right? Not quite. She didn’t have a
clear vision of what she wanted—at least not at first. She started by saying she wanted
the length of her natural lashes. Easy. But then came a string of contradictory requests:
• She didn’t want her lashes to look “flat” but still wanted a curl.
• She wanted them to be black but didn’t want them to look too bold.
• She had no real direction but expected me, as the lash artist, to somehow read her
mind and create the perfect look.
Her words were, “You’re the professional, so you should just know what looks best.”
Yet, every time I made a suggestion or explained what could work, she countered with
something vague or contradictory. It became clear that she didn’t really know what she
wanted but was also very particular about everything.
The Aftermath: Immediate Discontent
I did my best to balance her vague preferences and professional judgment, creating a set
that I thought matched her initial requests while offering a bit of curl and a natural look.
Handling Complicated Clients: Real-Life Lessons from the
Lash Chair
Unfortunately, Jane Doe wasn’t happy. From the moment she saw her lashes, she
expressed dissatisfaction—using some colorful language (like “f***”) multiple times to
describe her frustration.
Despite the negativity, I stayed calm and reassured her that I had followed her requests
as closely as possible, offering to adjust anything she didn’t like.
The Twist: The Sneaky Exit
Two days later, Jane Doe came back, asking for a lash removal. I agreed to remove the
set, thinking it would help smooth things over. After completing the removal, she
thanked me and, before I knew it, slipped out without paying the $33 fee for the
service.
At that moment, I had two choices: chase after her for the payment or let it go. I chose
the latter. Losing $33 was a small price to pay to ensure I never had to deal with that
kind of stress again. Some clients just aren’t worth the energy.
Key Takeaways from This Experience
1. Communicate Clearly—But Don’t Expect Miracles
When clients don’t know what they want, it’s your job to guide them—but even then,
things may not go perfectly. Try your best to offer solutions, but recognize when a
client’s expectations are unrealistic or unclear.
2. Stay Calm and Professional
No matter how frustrating a client’s behavior becomes, staying calm and professional
is always the best approach. Clients may come and go, but your reputation as a lash
artist will stick with you.
3. Have a Firm Policy for Payment
While you can’t always prevent someone from sneaking out without paying, having a
clear, upfront policy about payments helps minimize these situations.
Consider requiring payment before certain services, like removals, especially for
problematic clients.
4. Know When to Let Go
Not every client is worth keeping. In this case, letting go of Jane Doe—despite the small
financial loss—was worth the peace of mind. Some clients will never be satisfied, no
matter how much effort you put in.
Final Thoughts
As a lash artist, you’ll encounter complicated clients from time to time. The key is to
stay professional, set clear boundaries, and know when to cut your losses. You can’t
please everyone, but you can learn from every experience.
The beauty of this job is that for every difficult client, there are dozens of amazing ones
who love your work, respect your craft, and help you grow your business. Keep focusing
on them, and don’t let the occasional Jane Doe bring you down.