Quiz #4 | Client Problems and Scenarios

When someone calls with a lash complaint, you should…

• Ask them to come by the studio to have a look

• Request photos, send photos to managers and Christina with details of client. (Member? First time getting lashes? etc.)

• Nothing

• Book a consultation and fix the lashes the best you can

If a client’s lashes do not meet the 5mm mark, you should…

• Lash them anyways, with the length they want

• The length does not matter.

• Explain why they are not eligible for lash extensions. Take photos, suggest using Enhance and invite them back for a consultation after 4-6 weeks

• Take photos and send in the Instagram group chat

if a client does not want to add a credit card on file for an appointment, you should…

• Book the appointment anyways

• Book the appointment, and let them add a card on file in person

• Explain to them we cannot hold appointments without a card on file

• None of the above

If you see a “New” client is booked for a refill service, you should…

• Request photos before the appointment, to ensure we are able to lash them with foreign extensions.

• Do nothing

• Remove the extensions and start over

• Send them a reminder text

You can waive a client’s cancellation fee, for any reason, without asking managers + Christina

• True

• False

Client's can walk in for a free fix at anytime, if you have availability.

• True

• False

If a client asks to cancel their membership, you should...

• Cancel it immediately

• Notify your managers, add it to client notes and your managers schedule

• Freeze their account

• None of the above

If a client no-shows and their card on file declines, you should...

• Disable online booking

• Add it to client notes

• Notify Christina and Managers

• All of the above