The Quiet Client

Today I had a new lash client join the Lashley’s clientele! Here’s how it went:


I’ll begin by calling her ‘Julie’. This is not her real name. 


First she texted me to let me know she was at the door. I answered, and said, ‘Hi, I’m Ashley. It is nice to meet you! You must be ‘Julie’!’. She nodded her head and in the quietest voice said, ‘yeah, nice to meet you too’.


I walked her to the lash room and once settled I started her consultation. First I asked what thickness set she would be interested in. Following this, I asked Julie which style of lash she was interested in, ie. wispy, cateye, etc. She told me to give her a look I think would suit her best. I grasped the feeling that Julie was looking for a more natural looking set, like a Classic 1:1 Lash Set. I feel Classic or Light Volume Lash Sets are great starters for clients who don’t exactly know what they want when they book their first appointment. So I told her to lay down, relax and asked Julie if she was ready to get started!


Once I began Julie’s appointment I started asking her some basic/generic questions. Asking questions is a great way to start a conversation, and I’m telling you this from experience. For first time clients I like to start off with questions such as the following,


  • What city are you from? 
  • How did you hear about me? 
  • Have you ever had eyelash extensions before? 
  • Are you getting your lashes done for anything special?

I started asking Julie questions. She answered, however, only with very short answers. This continued for a good 30 minutes. Before you continue reading please keep in mind that this post has nothing against quiet/shy clients. This post simply is being written to help other technicians who feel they are struggling opening up a client do so. 


Let’s go back to the example questions above and now leave this story because eventually I was able to get Julie to open up and leave her comfort zone. As I said earlier the questions stated above are great examples of non-leading questions. This means a question can have a variety of different answers. By asking non-leading questions you can start an endless amount of conversations! So what do you do after you ask a non-leading question(s)? Here is my suggestion; Based on the client’s answer, start asking more specific questions OR continue asking non-leading questions.


Example One:


Technician: ‘What city are you from?’


Client: ‘Danville.’


Technician: ‘Nice. How long have you lived there?’


Client: ‘About 5 years. I used to live in Los Angeles.’


Example Two:


Technician: ‘How did you hear about me?’


Client: ‘I saw Ashley post you on her instagram story.’


Technician: ‘OMG really?! Ashley is great, I’ve had some other new clients come to me and she referred them to me! So you have her on insta, how do you know her?’


Client: ‘I met her in school. She’s in my English class.’


Notice every new question gets a little more specific. I like to continue asking questions regarding the same topic until I run out, then I start a new conversation with a new non-leading question. When I was younger I used to be a very shy and quiet girl. Over the years I have observed and taken advice from others about how to open up and be more social. Working in the service industry has helped me become more social. So take my advice as you will, remember to not get too personal while asking questions and good luck!


Xoxo,

Ashley Bryan

Founder

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