How to Handle Difficult Clients
by Cara Kapler
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Let’s be honest:
Some clients are a dream. Others? They can test your patience and your professionalism.
But before you feel like quitting—and trust us, we get it—you can transform tough situations into opportunities to set clear boundaries and protect your time and energy. With a few tested strategies and a confident approach, you’ll handle even the trickiest personalities with professional finesse.
The “My Lashes Just Fell Out” Client
What they say:
“I don’t know what happened. They just ALL fell out!”
What’s really happening:
They’re likely neglecting aftercare—maybe rubbing their eyes or sleeping with their lashes in the wrong position—and not following the instructions... or drumroll picking and tugging on the extensions.
What to say:
“I checked in on my other clients from the same adhesive batch, and none are experiencing retention issues. That tells us the glue is solid when aftercare is followed! This seems to be a home maintenance issue... Do you have any oil based products in your routine? Any rubbing or tugging on the lashes?”
Your Move:
- Provide verbal and written aftercare instructions at every appointment.
- Stock and offer Rinse & Repeat Lash Shampoo as part of their routine.
- Consider a follow-up text the next day with a friendly reminder (automation tools in your booking system work great for this).
The “They Could Be Fuller” Client
What they say:
“I like them, but I just feel like they could be fuller…”
What’s really happening:
Their natural lash density is influencing the look, even if they imagine a more dramatic transformation.
What to say:
“The fullness of your set depends on your natural lashes’ health and density. If you’re looking for extra drama, we can explore a volume set or another styling option at your next appointment.”
Your Move:
- Conduct a thorough consultation before any service—set realistic expectations from the start.
- Use visual aids like lash maps or before-and-after photos to illustrate potential outcomes.
- Consider offering premium upgrades (e.g., volume sets) for clients who want a bolder look.
The “Time to Break Up” Client
Some clients continually drain your energy and ignore your aftercare advice. In those cases, it’s perfectly acceptable to part ways professionally.
Here’s your graceful exit script:
“Hey [Client’s Name]!
I’m making some changes to my schedule for personal reasons, and I’m referring a few clients to other amazing artists in the area. I think you’d vibe with [Artist Name]—she’s super talented and specializes in [their preferred style]. I’d love to connect you with her!
Thank you for your business, and I wish you all the best!”
Remember:
Setting boundaries is a sign of professionalism—not a personal slight. It shows you value your time and expertise.
Bonus Tips to Protect Your Professional Space
- Display Your Policies Everywhere: Add them to your website, booking site, Instagram highlights, and client forms.
- Utilize Client Agreement Forms: Digital signatures can help reinforce your expectations.
- Review Your Pricing Strategy: Sometimes, charging what you’re worth helps filter out clients who don’t value your time.
- Keep a Referral List Ready: Partner with other artists for clients who may be a better match for different styles or approaches.
The Chronic Latecomer
What they say:
“Sorry I’m late! Traffic was crazy.”
What’s really happening:
They consistently disrespect your time, causing scheduling chaos.
What to say:
“I understand that delays happen. However, to ensure quality work for all clients, appointments that start late still need to finish at the allotted time to maintain respect for the rest of my client appointments. I'll do as much as I can with the time we have left!”
Your Move:
- Implement a clear late policy and communicate it during booking.
- Send appointment reminders 24 hours in advance.
- Consider charging a late fee or shortening the service time to stay on schedule.
The Social Media Critic
What they say:
“I saw this lash set on Instagram. Can you do this?”
What’s really happening:
They have unrealistic expectations based on edited photos.
What to say:
“While that style looks great in the photo, let's discuss how we can achieve a similar look that suits your natural lashes and eye shape.”
Your Move:
- Educate clients on the differences between edited images and real-life results.
- Showcase your work on your professional portfolio to set realistic expectations.
- Offer a consultation to customize a look that complements their features.
Final Thoughts
Handling difficult clients is part of the lash business, but with the right strategies, you can maintain professionalism and protect your peace. Remember to:
- Set clear boundaries and communicate them effectively.
- Utilize available resources, like Lash Line's free downloads, to support your business practices.
- Continuously educate yourself through Lash Line's training programs to enhance your skills and confidence.
You've got this. Keep building your business with clarity and confidence.
P.S. Want more boundary-setting scripts, client management tools, and business growth hacks? Follow us on IG or join our mailing list for freebies that actually help you build the lash business of your dreams.