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.