Behind every review is a lash client who took the time to share their experience, whether they’re singing your praises or offering some tough love. For franchise owners, this feedback is gold. Here’s how to use it to strengthen your eyelash business.
Make reviews part of your culture
Train your team to ask for feedback in natural, upbeat ways. A simple “We’d love to know how your visit went!” at checkout, or a post-appointment text with a link to leave a review, can go a long way. Don’t forget to celebrate glowing reviews and shout out team members who receive them.
Mine the data for patterns
Don’t just skim—study! Positive and negative feedback alike can reveal trends that are easy to miss in the day-to-day. Are clients raving about a specific lash artist? Mentioning they wish you had more evening hours? These details help shape smarter decisions.
Respond with grace and action
Whether the feedback is flattering or a little frustrating, your response says a lot. Always thank clients for taking the time to share and, when needed, let them know what changes you’ll make. Prompt, professional replies show that you care.
Share client insights with your team
Feedback is a powerful coaching tool. Use specific comments—good or bad—as conversation starters during team check-ins. It’s a great way to highlight wins and address areas for growth without micromanaging.
Make visible improvements
Clients feel valued when they see their feedback in action. If you make a change based on a suggestion (like updating your lash aftercare cards or extending your hours), let them know. A sign in-bar or a shoutout on social media keeps the love flowing.
With a little intention, client feedback becomes more than a review—it’s a chance to learn, improve, and keep raising the bar in your lash extension business.
Learn more about franchising with LashKind by clicking here.
