Let’s be real… Some days owning your own business is just a giant s**t sandwich.
Sure, it’s great most of the time…Who doesn’t love building something of your own from the ground up? Setting your own schedule! Being your own boss! Making money!
But we’ve all had them… Those days where nothing goes right and your own business - The very thing that brings you so much joy, can suddenly turn on you and bring you to your knees.
We’re going to talk about the 3 biggest contributors to those bad days, including one that 84% of small business owners, and many of the most successful people in history have faced throughout their careers.
CUSTOMER COMPLAINTS & NEGATIVE REVIEWS
This is something that every lash artist, no matter how skilled they are, has to deal with at some stage. Don’t take it personally. It’s all just part of doing business.
Maybe the client’s lashes fell out after a few days, maybe they had a bad reaction and are blaming you for it. Maybe they don’t like how their lashes look.
Sometimes it will be a mistake you made.
Sometimes it’s just bad luck.
Sometimes they’re having a bad day.
And sometimes... people are just jerks!
It doesn’t matter so much what went wrong. The important thing is how you deal with it and come back from it. Follow the 5 steps below and even the most difficult of clients will be won over...
Remain calm and realise that as much as the situation might suck, it will get resolved, and you’ll both move on.
Take the time tounderstand your clients’ frustration and make them feel heard. This is so important. If your customer doesn’t feel like you care or understand their concerns it will just escalate.
Show empathy and apologise (if necessary). Just make sure that it’s sincere. Nobody likes to feel placated.
Be specific about how you’ll resolve the problem. Stating exactly when, where and how.
Follow up with them afterwards to make sure they’re happy.
(Disclaimer: If a client is abusive or straight up rude for no reason then don’t feel like you have to do any of the above. Some people just need to be shown the door)
And when it comes online reviews,always resist the temptation to argue or try to prove them wrong.
Yes… it sucks when you get a bad review for everyone to see. It’s almost physically painful to see it on the screen.
But you know what…
Most people don’t expect to see perfect reviews when searching for a business. We all know that people make mistakes from time to time. In fact, it’s often highly suspicious if you see a lot of reviews and they’re all 5 stars.
What a potential client want to see from your reviews is that you care. They want to see that you’ve listened to the customer and genuinely tried your best to help them.
Because if they see that, then they know that you’ll show them that same level of care too.
THE IMPOSTER SYNDROME & NEGATIVE THOUGHTS
Sometimes even when things are going well on the outside, deep on the inside there’s a voice that wants to berate you and play down your achievements…
“You don’t actually know what you’re doing”
“You’re not as good as the other lash artists”
“It’s only a matter of time before you screw up”
That’s how the imposter syndrome and self-doubt manifests.
You’re definitely not alone.
In fact, one study revealed that 84% of entrepreneurs and small business owners experience imposter syndrome.
Here are a few ways you can deal with that self-critical voice inside you:
1. RECOGNISE WHEN YOU'RE EXPERIENCING IT
The imposter syndrome might manifest in any of the following ways…
Feeling like your success is due to luck or other factors outside your own control.
Feeling like it’s only a matter of time before you screw up
Feeling embarrassed when discussing your accomplishments with others
Being afraid to take the next step in growing your business
2. REALISE THAT IT'S A NATURAL PART OF GROWTH AND SUCCESS
Albert Einstein, Tom Hanks, Serena Williams, Michelle Obama…
These are all people who all suffered from imposter syndrome throughout their lives.
In fact, imposter syndrome is often associated with high achievers. You may be expecting so much of yourself that you end up overlooking your accomplishments and growth.
3. SEPARATE YOUR EMOTIONS FROM REALITY
It’s important to understand that these feelings may not go away completely, but as long as you can recognise that they’re feelings and not facts then you’ll be able to cope with them a lot better.
When the negative self talk or thoughts begin, stop and actually question their validity.
If you were actually bad at what you do would you have repeat clients?
If you weren’t a capable business owner then how did you get where you are already? There are probably plenty of people who want to do what you do now but never even started.
4. STOP COMPARING YOURSELF TO OTHER LASH ARTISTS
As you climb the ladder of success it can become a bit of a habit to compare yourself to other lash artists.
Stop. Take a pause.
There’s nothing wrong with setting high standards and taking inspiration from what others are doing. However, if you’re putting yourself down because you’re not already where they are, then there may be the need to take a step back and recognise that it’s okay to be just where you are right now.
We’re all on different journeys, with different starting points, different destinations and different timelines.
There’s absolutely nothing wrong with being where you are right now.
Sure, set goals and work towards them, but if you make a habit of always comparing yourself to others and beating yourself up then you’ll never be happy no matter what you achieve.
5. BE KIND TO YOURSELF
Take stock of your accomplishments. Congratulate and pat yourself on the back for all the steps you’ve take to get where you are, no matter how small they might seem.
Finished a lash course?
Well done! lot’s of people are too scared to start.
Just had your first client come through the door?
Brilliant… You’ve proven you can start running a business.
Had a few return clients?
Amazing. You’re good enough that people want to come back!
Just finished your first volume set?
Fantastic. Buy yourself something nice!
Celebrate your achievements and don’t be afraid to indulge in some self-care
UNRELIABLE LASH SUPPLIERS & POOR QUALITY PRODUCTS
Running your own business day to day is already busy enough and stressful enough without throwing this one into the mix.
Do you have the money to be replacing every tray of lashes that fall apart?
Do you have the time to test 10 different adhesives to find one that works well?
Do you have the time to order from 10 different suppliers every month just to get all the products you need?
This is why finding a supplier that has great customer service is key. Firstly you want a supplier with the expertise to recommend the right products for your needs.
If there’s a certain style or look of lashes you want to achieve, a good supplier should be able to let you know exactly which products you’ll need to achieve it.
If you’re struggling with your adhesive, they should be able to recommend something based on your skill level and your salon environment that will meet your needs.
If a client comes back to you with retention issues or a reaction, you need a supplier who’s willing to support you with it and offer advice, not make you feel like you’re all on your own.
And most importantly if something goes wrong with the products, your supplier should be willing to make it right for you, not make you feel guilty for bringing it to their attention.
A good supplier will be willing to offer a full refund or replacement for any faulty products and should be willing to accept returns for change of mind on most products.
And not to toot our trumpet or anything… but we kinda know a great supplier who does all these things and more…
So if you ever need anything at all just reach out and let our customer support team look after you!
Being a lash artist definitely isn’t easy. There will be days that make you reconsider all your life choices and want to walk away, but being a lash artist is also one of the most rewarding career paths there is so just remember…
You’re not alone, we all have bad days and you’re doing better than you think you are!