EYE TIME - The UAE's top lashology experts reveal how to extend the life of lash treatment

Lash enhancements remain one of the most popular salon treatments in the UAE but to stand out from the crowd, you have to offer clients more than just a set of long, luscious lashes.

While excellent standards of hygiene, precision technique and client care during a treatment are imperative, comprehensive aftercare advice is almost as important – and can give you the competitive edge.

Advice on how to look after lashes at home not only provides your therapists with an opportunity to sell products, it will ensure customer satisfaction and help prevent complaints.

“If the correct information is provided at the initial appointment, it’s highly unlikely that a client will complain,” says Laila Nazari, eyelash and eyebrow specialist at Pastels Salon Jumeirah.

First and foremost clients should be taught to handle their lashes with care – no picking or pulling. But there are many other tips you can impart to your client, taking into consideration the climate and lifestyle of UAE residents.

Maya Hanna, corporate brand manager at Madi International, which distributes LCN Captivating Lashes, highlights the importance of the 24-hours following an extension treatment, when lashes are particularly vulnerable.

“It is very important that clients don’t rub their eyes,” she says. “The lash glue takes 48 hours to dry completely, therefore any contact with water such as swimming, the steam room and sauna should be avoided. Clients should also not exercise for 24 hours and avoid humidity.”

Nazari offers the following counsel: “I have several pieces of aftercare advice I share with my clients. First of all, wash your face using circular motions around the eyes. Don’t use oil-based eye make-up remover. Finally, blowdry your lash extensions each time they become wet.”

Many clients are put off returning for extensions as they feel that they cannot properly clean the eye area when wearing them. However, the new wave of professional retail products changes this. It’s no secret that therapists are often reluctant to sell. However, a change of mindset can often help. While it might seem obvious to your therapists that an oil-based cleanser will loosen the glue bonding the lashes, it might not to her clients. Therefore offering her an oil-free make-up remover could be perceived as being a great help to the client – as opposed to a hard sell.

“I would definitely recommend the Lash & Lid Foaming Cleanser designed specifically for false lashes to thoroughly cleanse them once a week,” says Kate Duffy, Blissology Beauty Supply, distributor of Nouveau Lashes in the Middle East.

Clients also need to be careful about the type of cleansing cloth they use to wash their face.

“Lash Perfect eyelash extensions should not come into contact with cotton wool or tips as the fibres will pull the lashes off along with your natural lash,” says Tanya Gist, from Lash Perfect at Sisters Beauty Lounge. “It is therefore advisable to purchase the fibre free Lash Perfect special cleansing cloth to complement the Lash Perfect Eye Make-up Remover.”

Although part of the appeal of extensions or lash lifting treatments is that they minimise the need for make-up, some clients – especially on special occasions – will want to apply a lick of mascara to their lashes. This is another great retail opportunity to sell professional products as some high street mascaras could damage extensions.

“If clients want to wear mascara, we would recommend that they purchase Lash Perfect Black mascara, which has been especially formulated to complement our lash extensions,” added Gist.

Immediately after a Lash Lifting treatment – which will give lift, length and volume to the natural lash – mascara is not advised post treatment. Claire Gittus of Aspire Beauty Trading, which offers Lash Lifting in the UAE advises, “With Lash Lifting you can’t get the lashes wet for the first 24hours. You also can’t wear mascara for the same time period.”

SVS lashes is the latest treatment from experts Nouveau Lashes. SVS takes all the best bits from the company’s Extent, Express and Volume Masters techniques to create long-lasting power lashes in less time. Think superfine extensions, applied using an innovative SVS isolation lash technique to create the look.

However, clients used to other lash extension may be unaware that you cannot wear mascara with SVS. “SVS lashes are specifically designed to be fluffy and textured so wearing mascara on them is a big no no,” explains Duffy.

“The lashes will last longer if you take care of them. Instead, brush them morning and night with a clean dry mascara wand (like you would your hair). Only ever use oil free make-up remover and I would definitely recommend the Lash & Lid Foaming Cleanser designed specifically for false lashes to thoroughly cleanse them once a week,” she elaborates.

Benefits explained

Although your staff may be well versed in technical aspects of homecare advice, it’s important that clients know why they must follow it – otherwise busy women are likely to skip the recommended steps.

Duffy provides an explanation you can pass on to your client: “Tell them that without proper aftercare and of course regular maintenance appointments (usually every 2-3 weeks) their lashes will not last as long or stay looking as good. It’s also much better for the health of their natural lashes as their expert technician can advise them on where they’re at in the growth cycle and how to get the most out of their appointments.”

For Lash Lifting treatments clients are more likely to comb the lashes and apply serum if you explain the consequences of not doing so. Gittus says: “If the lashes become dry and brittle they can snap easy or even fall out prematurely, so by using serums it will keep them healthy. Another problem can be that the lashes get frizzy on the ends so combining serums with combing will train them to go in a straight and upward direction without crossing over. All of this will also prolong the life of their lash lifting.”

Handle complaints constructively

While comprehensive homecare advice will cut the risk of complaints, they will inevitably arise at some point. When they do, it’s important that you listen to your client and work with them to resolve the issue.

Nazari says: “On the very rare occasion that a complaint is made it’s the technician’s responsibility to check the extensions and then make an assessment based on each individual case. No client should ever leave feeling dissatisfied.”

Gist agrees. “If you consult your client fully before their appointments and complete the consultation card including any helpful notes you might need later you’re far less likely to get complaints in the first place. Before and After photos are a great help too, and make great content for your social media channels.

“That said, no-one is perfect, so if a client is unhappy with their treatment, take the time to understand why. Revisit what was done during their treatment, the aftercare advice they were given, and review whether it was the right treatment for the client. The outcome is individual to every salon and client, but ultimately try to find a mutual solution.”

Hanna suggests that you schedule a check-up appointment within the first 10 days after the first full set to pre-empt any problems.

Finally Gittus offers the following words of wisdom: “Always ask the client to come into the salon/spa so you can see for yourself her lashes. Secondly go through a process of questions making sure she followed the aftercare advice given. Thirdly decide on the action you are going to take and explain to the client the reason behind your decision.

“Keep calm and assertive and don’t be afraid to explain that all procedures had been done correctly from your side if you know this to be the case but also hold your hand up if it wasn’t the case and there was a fault/mistake from your side.”