90% of eyelash salon owners don't know this: each customer group requires a different style of communication
In the lash industry, two clients can book the exact same lash set—but their experience (and whether they return) depends less on your technique and far more on how you communicate with them.
You are not only applying extensions to the lash line.
You are managing expectations, emotions, fears, preferences, and personality types—often within the first 3 minutes of the consultation.
Understanding these differences is the secret to turning new clients into long-term loyal clients without discounts, gimmicks, or promotions.
Below is a lash-artist version of the DISC personality framework, rewritten specifically for lash professionals.
It teaches you how to read each client type quickly and speak in the “communication style” that makes them feel understood.
1. Type D – The Decisive Client
Fast, Direct, Results-driven.
How to Recognize a Type D Client
These clients walk in with confidence and expect efficiency from start to finish. Signs include:
- Fast speech, fast decisions
- Serious facial expression, limited small talk
- Hates waiting or overly detailed explanations
- Focuses on results, retention, and time
- Often says: “Just tell me what’s best,” or “I don’t have much time.”
How to Communicate With Them (to Impress and Retain Them)
Speak with clarity and confidence.
Type D clients want a professional lash technician, not a chat partner.
Best practices:
- Get straight to the point: “Based on your eye shape, I recommend a Natural Cat Eye Volume Set.”
- Provide 2–3 clear options, not a long list
- Emphasize results: styling, retention, curing time, appointment duration
- Prepare your lash station and adhesive in advance—efficiency matters
Avoid:
- Rambling stories
- Sounding unsure or hesitant
- Over-explaining lash theory
Bottom line: For Type D, clarity + speed + confidence equals loyalty.
2. Type I – The Social, Energetic, Talkative Client
Emotion-driven. Fun. Loves connection.
How to Recognize a Type I Client
These clients bring life to your lash room. You’ll notice:
- They chat easily and laugh often
- They make decisions based on how a style feels
- They thrive in a fun, upbeat environment
- They call you “girl,” “babe,” or “sis” right away
- They love trendy looks like wispy, doll-eye, flirty lashes
How to Communicate With Them (to Create Instant Loyalty)
Type I clients don’t just buy lashes—they buy connection and energy.
Best practices:
- Match their upbeat tone while staying professional
- Give genuine compliments: “Your natural lashes are beautiful—this wispy set will highlight them perfectly.”
- Make them feel special: “I saved your lash map from last time. This is becoming your signature look!”
- Stay active on social media—they value engagement
Avoid:
- Fake or exaggerated praise
- Ignoring their messages or comments (they forget you quickly)
Bottom line: For Type I, connection + attention + good vibes equals referrals and long-term retention.
3. Type S – The Gentle, Soft-Spoken, Security-Oriented Client
Calm. Sensitive. Loyal when cared for.
How to Recognize a Type S Client
Type S clients are sweet, polite, and often anxious about trying new styles.
Signs include:
- Soft voice, slow speech
- Prefers familiar, safe lash sets
- Rarely complains—even when unhappy
- Easily affected by your tone or expression
- Extremely loyal once they trust you
How to Communicate With Them (to Turn Them Into Lifelong Clients)
Type S clients value comfort, reassurance, and emotional safety above anything else.
Best practices:
- Speak gently and slowly
- Explain your process clearly and calmly: “We’ll do a light volume set within the safe weight for your natural lashes.”
- Ask about their comfort without pressure: “How did everything feel after your last refill?”
- Reassure them: “Don’t worry, I’ll take care of everything for you.”
Avoid:
- Pushing dramatic styles
- Rushing through the consultation
Bottom line: For Type S, warmth + reassurance + gentle guidance equals lifetime loyalty.
4. Type C – The Analytical, Detail-Focused Perfectionist
Precise. Logical. High expectations.
How to Recognize a Type C Client
These clients evaluate you before they trust you. Common behaviors:
- Quiet, observant
- Asks technical questions: adhesive curing speed, humidity range, diameter, curl, length, lash weight,....
- Doesn’t rush but expects accuracy
- Values hygiene, structure, and professionalism
- Loyal once they approve your technique
How to Communicate With Them (to Gain Their Respect and Trust)
Type C clients appreciate lash artists who act like true lash professionals and technicians.
Best practices:
- Use facts, numbers, and technical explanations: “For your natural lashes, 0.05–0.07 mm in light volume fans will keep everything within a safe weight.”, “This adhesive performs best at 45–60% humidity with a 1–2 second curing time.”
- Demonstrate hygiene standards: sanitization, disposable tools, lash cleansing
- Show your lash map strategy: “We’ll increase from 9 mm to 12 mm to elongate the lash line without pulling the eyes downward.”
- Keep your lash station organized
Avoid:
- Being overly casual or overly friendly at first
- Overpromising retention or results
Bottom line: For Type C, accuracy + transparency + organization equals deep long-term trust.
The Golden Formula to Turn New Clients Into Regular Clients
In the lash industry, communication is just as important as lash application.
Here’s the formula that successful lash artists use:
Read the client fast → Communicate in their style → Create a personalized lash experience.
No discounts.
No promotions.
Just clarity, connection, and understanding.
When clients feel understood, valued, and safe, they:
- Rebook their fills consistently
- Refer friends without being asked
- Stay loyal even when new salons open nearby
Beautiful lashes bring clients in once.
Personalized communication brings them back forever.
