A Guide to Excellent Client Experience: Tips and Tricks for Keeping Your Lash Diary Full

The key to owning a successful business as a lash technician is having a loyal client base, and that means returning customers. We know that’s easier said than done, but we have a few rules for you to follow to keep your clients coming back. 


Having good retention is probably the most important thing to focus on when it comes to returning clients. If your lashes aren’t lasting and people don’t feel like they’re not getting their moneys worth, then at some point they’ll probably going stop coming.

We have an entire blog on how to get the ultimate retention, but let’s sum up the key points. 

  • The temperature and humidity in your lash room need to align with the requirements of the glue
  • Be aware of the glue's drying time and work within this timeframe
  • Have a solid pre-treatment routine (the pre-treatment bundle will change your life)
  • USE SUPERBONDER! This will maximise your retention with any glue.

The aftercare of the lash extensions will also have a huge effect on the retention. Make sure you are talking your clients through the correct aftercare before they leave the salon. You can even offer them aftercare leaflets as well as lash shampoo - this can also be a good way to boost income!

lash shampoo, pre-treatment, super bonder, superbonder, lash cleanser, london lash


A full set of lashes can take anywhere from 1.5 hours to 3 hours, which may fly by for you, but from a clients perspective, it’s a long time. There is nothing worse than having to lie still whilst you’re not comfortable, so as a lash technician, its your job to make sure your client is relaxed. It's highly unlikely that your customers will keep coming back if they’re dreading having to lie down for an extended period of time - your lash bed should be something they look forward to!

Firstly, invest in a top-quality lash pillow. Our London Lash Memory Foam Lash Pillow is a fan favourite when it comes to creating the lash bed of dreams. The ergonomic design provides the highest quality support for both you and your client. 

Some lash techs even decide to purchase a foam bed cover to take their clients comfort to the next level. This can also help to induce lash naps!

salon decor for lash extensions


This may seem simple, but it’s one of the most common reasons for losing customers. Are you delivering what your client asks for? After lying down for 2 hours and spending their hard-earned money, it’s important that your client is happy with the results.

Make sure you are doing a thorough consultation before you start the treatment and know exactly what look they’re after. As the professional, feel free to make suggestions and manage expectations. For example, if a client with very wide-set eyes asks for a cat-eye, you may want to recommend a different style, but if someone is set on a certain look, then you should go with that.

Lash maps are the key to executing the perfect lash set. If you complete a consultation and a detailed lash-map, you can’t go wrong.

london lash, lash curls, london lashes,

Loyalty Scheme

Last but not least, why not try setting up a loyalty scheme? There’s so much scope when it comes to loyalty cards, but here’s a few ideas to get you started;

  • 20% off your first infill
  • Every 10th infill free
  • £10 off your 5th full set
  • A points system 

Incentives are a great way of boosting your return custom. Clients are far more likely to stick with you if there is some sort of added benefit for them. Let’s face it… we all love a bargain.

It’s time to set yourself up for success and get those clients banging on your door for their next appointment! Feel free to send us a DM on Instagram if you have any further questions and let us know if you try any of these tips!