Guide, May 2020

Show Up Like a Boss

May 1, 2020 | by Melissa Rudolphi

How to achieve the successful business you dreamed of

Do you know what it means to show up like a boss? Starting out as a lash artist takes time, practice, and concentration. It can be very stressful for a new artist who is just learning to work quickly and efficiently with millimeters. When you add the details that it takes to start running your own business while giving the ultimate customer experience, luxury service, and offering exceptional work, it can be extremely overwhelming.

When I first started, I struggled in running my business. I didn’t have a menu that made sense, didn’t have policies in place, didn’t have confidence in my work, lost out on so much money, gave discounts to everyone because I thought that’s how you gained clients and left work every day feeling defeated, unhappy and broke! I wasn’t continuing my education, and I had no idea how to run a business.

I decided that I was going to turn this around. How did I do that? I realized that I had to give a stellar customer experience, mainly because I wasn’t that talented yet. I made a checklist of all the details that would make me stand out above the rest. I needed to give a quality luxury service to keep my clients coming back while I worked hard trying to become a better artist.

What does it mean to be a boss?

In February of 2020, I took everything I’d learned over the past eight years and created the “Show Up Like a Boss!” program. Being a boss means much more than showing up to work and having one face-to-face interaction with a client. It starts before you meet the client, when you meet the client and after you meet the client. Its understanding that without clients, we don’t have a business. It’s being confident in creating and enforcing policies and not being afraid of being bullied.

“Sit down and take a look at your business. Are you providing the best service that you can to ensure client retention?”

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It’s how you present yourself on social media, the information you put on your website, and making a name for yourself. It’s continued education and growth. It’s understanding your own journey and working hard to achieve your goals. It’s making sure your taxes are in order, and you’re saving your money. It’s taking care of your body and creating balance in your life.

It’s All in the Details

What does your website look like? Do you have a website? If not, you may want to seriously consider creating one. This houses all of the important information that your client will need to understand, including:
• The type of services you offer.
• The appointment they should book based on their needs.
• How to prepare for their service.
• Policies and expectations.
• Your bio so they understand who they are getting their services from.
• Your location.
• A gallery of pictures and reviews so they can see how other clients feel about their experience.

How do you get potential clients on your website?

Your voicemail! When a client calls, they are expecting to talk to someone. If you work for yourself and don’t have an assistant, then you have no choice but to send your clients to voicemail. Now, this is not necessarily a bad thing. Sending your potential clients straight to voicemail while you are in appointments all day will allow you the opportunity to provide them with a ton of valuable information.

Your voicemail should be friendly, clear, informative, and quick! It should guide all of your potential clients to your website. This eliminates you from having to return calls and texts with the same questions over and over again. It also makes it extremely easy for your clients to book with you. They have all of their questions answered right there on your website!

This is just a piece of what to do before you meet the client. Maybe you have never been in a customer service position before, or you don’t understand how to give a quality customer experience yet. These are all things that you will need to run a successful business. If you’re not checking all of the boxes, you will start giving less than average customer service, and your client retention won’t be at its best.

Having the Right Attitude

You have to show up for your clients on so many levels. Running a business is rewarding and gives you a lot of freedom, but it also comes with responsibilities. You will have to develop a thick skin and gain the confidence to really master your business.

When a client sees that you know how to run your business, you’re respectful and know what you’re talking about; then, you will start to see a shift in your income and client retention. They will see that you know what you’re doing and are confident in the service and experience you provide.

The difference in my business from 8 years ago is this – my talent as a lash artist has grown along with my emphasis on a luxury service. This allows my policies to be very tight, and I can pick and choose my clientele. I have the freedom of working the exact hours I want, my deposits are high to ensure clients show up, I have a waitlist, and my clients know they’re going to get excellent work with the best quality products.

Sit down and take a look at your business. Are you providing the best service that you can to ensure client retention? Are you keeping your clients informed with all the latest and greatest techniques in the lash industry? Are you communicating with your clients respectfully and honestly? How are you promoting yourself to your future potential clients? Are you continuing your education to provide different techniques and options?

Bring all of these details to your business and watch it grow! If you want to be a boss, you have to Show Up Like a Boss!

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