Here at LAshX we receive a lot of questions from lash artists when their clients have retention issues. Artists want to know how to trouble shoot, and what to say to a client that may not be caring for the lashes properly at home. I wanted to provide a sample email you can cut and paste and alter when you get these kinds of questions or complaints. I also do the trouble shoot verbally when clients come in and have a retention concern.
This email response is a real response, to a client that came into my salon, Makeup Mandy. Names have been changed. I sent this response to a client who was travelling and came into my salon for a mini touchup. She had responded to a feedback request that she loved the salon but her lashes didn't last and she was very disappointed. My goal when discussing retention issues, or trouble shooting with clients is not to place blame on them, but rather to help them discover what is going wrong so we can fix the issue and get them the 6-8 week hold time that they would like.
Remember to educate the client before the service on how to wash the lashes and how often (at least 3 times a week). Give the client after care instructions upon leaving the appointment as well. You can request these for free HERE with your LAshX.Pro order.
I am glad to hear that you loved our salon and I am so sorry to hear that your lashes didn't last as long as you had hoped. We work really hard to make sure our clients get a full 6-8 weeks between touch ups (2 weeks between mini touch ups). I see in your record that you had lashes on from another salon when you came in. Your record indicates that you only did a mini touchup with Michelle (1/4th of lashes). Because we didn't do all of your lashes it is really hard for us to know if it was the new lashes coming out or the ones you had on prior to your appointment.
I know you are unable to come in to let us to fix the lashes, because you are travelling, but here is what we do to trouble shoot. Hopefully this information will help your lashes last longer and we hope to be able to do them the next time you are in town:
Cleansing actually helps lashes last longer by removing bacteria and oils.
When lashes shed, did you notice a lot falling out at one particular time?
Looking at an extension that fell out, does it have a natural hair attached?
It sounds like they didn't from your email. If the extension falls off without the hair attached it means something effected the bond between the extension and natural hair. Since none of our other clients are having issues with retention, we can rule out our adhesive causing the issue. The most common reason for extensions to come off the natural lash is salt. Salt or saline can be from working out, crying, swimming or eye drops. The Saline and Salt dry out the bond and make the lashes fall off the natural lash by drying out the bond. Washing more often with the LAshX Lash Cleanse
will help prevent this and trying to keep salts off is best practice. One clue that you have salt build up is the feel of the lashes and extensions will be dry and crunchy feeling as opposed to the normal soft lush flexible feel.
If your lashes came out stuck together or with multiple extensions in a clump, that means oil effected the adhesive. This could be from skin care or hair care or makeup. Oil will actually interact with lash adhesive and make it soft and gummy causing them to stick together and then it gets hard again. This typically will feel like little balls of glue at the lash base. If you can see the adhesive most likely oil got on the lashes.
Lastly, if your extension and lash both fall out 1:1 ratio that means something is making your natural lashes shed. This could just be your normal growth cycle. If its seems much more than normal then think about other things that can cause hair loss. It could be medication, stress, diet anything genetic. You can use our lash growth product the ProLine
to help retain natural lashes longer.
You asked about weight being too heavy for the natural lashes. We are very cautious with weight to lash ratios. When lashes are too heavy you will see them turn in all different directions as they grow out. They may shed sooner but the natural hair would be attached. Also as they grow out they tend to droop. By rule we don't go more than 2x the natural lash length for this reason!
Let us know when you are back in town we are happy to take a look at whats going on for you! Let us know if there is anything else you need or that we can trouble shoot with you in the mean time.
Thank you for the feedback!
Mandy and Team