What To Do When a Client Wants Lashes You Know Won’t Suit Them

We’ve all been there.

Your client arrives with an inspiration photo and says, “I want exactly this.”

You look at the photo, look at their eyes and natural lashes, and immediately think… that probably isn’t going to work.

But what do you actually do?

As a lash artist, your job isn’t simply to copy an inspiration picture. It’s to understand what your client wants and then create a lash set that works with their individual eye shape, natural lashes and overall features.

Here’s how to handle the situation without making your client feel like you’re shutting down their ideas.

Start By Finding Out What They Actually Like About The Photo

Before telling your client that their chosen style may not be suitable, ask them what they like about it.

Maybe they love the fluffy texture.

Maybe they like how lifted the eyes look.

Maybe they want a really dark lash line.

Or perhaps they simply love how dramatic the set looks.

The inspiration photo is a starting point, not necessarily a blueprint.

Once you understand what your client is attracted to, you can work out how to recreate that effect in a way that is more suitable for them.

For example, instead of saying:

“That lash map won't suit you.”

Try:

“I can definitely create a similar look for you. I'd just make a few changes to the mapping so it works better with your eye shape.”

This keeps the conversation positive while still allowing you to use your professional judgement.

Explain Why You Would Change The Style

If you think a particular lash map isn't going to give your client the result they're expecting, explain why.

Eye shape, eyelid structure, natural lash direction, lash density and natural lash strength can all affect how a finished set looks.

For example, putting the longest lengths directly on the outer corner isn't necessarily the best choice for every client. On some downturned eyes, excessive outer-corner length can emphasise the downward direction rather than creating the lifted effect the client wants.

Rather than making your client feel like they've chosen the “wrong” lashes, explain what you're changing and what result you expect it to create.

Use Your Lash Mapping Skills

This is where your knowledge as a lash artist really matters.

You might be able to take the overall look your client wants and adjust:

• The longest lengths
• The lash curl
• The density
• The placement of texture
• The inner-corner lengths
• The outer-corner lengths
• The overall lash map

A small change to the map can completely change how the finished set looks.

For example, if your client wants a dramatic cat-eye but you think putting the longest lengths right at the outer corner will drag their eyes down, you could move the peak slightly inwards and create a softer kitten-eye effect instead.

They're still getting the elongated, lifted feeling they wanted, just with a map that's better suited to them.

Natural Lash Health Comes First

Sometimes the problem isn't the eye shape at all.

It's the natural lashes.

A client might show you a very long, dense volume set, but their natural lashes may not be suitable for recreating the exact same lengths or weight.

This is where you need to be honest.

You can still create something dramatic, fluffy or full without copying every detail of the inspiration photo.

Think about what you can change to achieve a similar overall appearance while keeping the application appropriate for their natural lashes.

The client's request doesn't determine the maximum length or weight, their natural lashes do.

Don't Make It Sound Like You're Saying No

One of the easiest ways to make a client defensive is to simply say:

“No, that won't suit you.”

Instead, make them feel like you're working with them.

Try something like:

“I love the look you're going for. Because of your eye shape, I'd make a small change to the map so we don't put too much length on the outer corner. You'll still get that lifted, fluffy effect, but I think this version will suit your eyes even better.”

You're not dismissing their choice.

You're showing them that you're taking their request and customising it.

Show Them Examples

If you have photos of previous sets you've created, use them.

Showing your client a similar style on a different eye shape can make it much easier for them to understand what you're suggesting.

You could even show them two maps and explain the difference between them.

This turns the consultation into a conversation rather than simply telling the client what you're going to do.

What If They Still Insist?

Sometimes a client will still want the original style.

If the requested style is not appropriate because of natural lash limitations or another treatment-safety concern, you should be prepared to decline or modify the treatment rather than knowingly doing something unsuitable.

If it's simply a matter of personal preference and the style is otherwise appropriate, make sure your client understands what you've discussed and what result they can realistically expect.

Clear communication before you start is much better than your client seeing the finished set and saying:

“That's not what I wanted.”

Remember: Your Client Isn't The Person In The Inspiration Photo

This is probably the most important thing to remember.

The person in the photo has different:

• Eye shape
• Natural lashes
• Lash direction
• Eyelids
• Facial features
• Natural lash density
• Personal style

Even if you use the exact same lengths and curls, the result can look completely different.

That's why custom lash mapping is so important.

You're not trying to make your client look like the person in the photo.

You're taking the idea they love and creating a version that works for them.

Your Expertise Is Part Of The Service

Clients aren't just paying for someone to attach lashes.

They're paying for your knowledge, experience and ability to create a personalised result.

So don't be afraid to make recommendations.

You can still listen to exactly what your client wants while explaining what you believe will work best for their individual features and natural lashes.

The best consultation isn't about telling a client what they can or can't have.

It's about taking what they want and turning it into a lash set that has been designed specifically for them.

Their inspiration photo might start the conversation, but your professional knowledge creates the final set.

Shop Lash Supplies With Phatlash

From lash trays and adhesives to tweezers and essential lash accessories, Phatlash has the products you need to create customised lash sets for your clients.

Explore the full range at www.phatlash.co.uk.