When things go wrong...

This is a text that everyone MUST read...
Both clients and lash technicians.

I am in contact with students every day, not only from Kallos Academy, but also from other schools, and I notice a universal problem.
What to do when a client develops some kind of allergic reaction or sensitivity?
How do you respond when clients ask you for a refund because they had to remove their extensions due to the same reaction?

Dear technicians, the first and basic thing that is learned in BASIC education is proper relationship with clients. This relationship implies professionalism, and familiarity with the procedure of performing the treatment. Patch test and information with which we give clients insight into all POSSIBLE situations that may follow.

Like any other treatment, eyelash extensions carry some risk of allergies. Unfortunately, we don't know how, in whom, and when a reaction might develop. Just as you may have become allergic to ragweed in your 30s, you may develop an intolerance to one of the materials used in the treatment - most commonly the glue. Does that mean the glue is bad? No. It just means that it is bad for a particular person and doesn't suit them.

If the salon you visit maintains hygiene, invests in quality materials and education, then it is ungrateful to ask for a refund and try to find the "culprit". I understand that it is difficult to pay for something and then realize that it is not what it is. But you still need to be realistic and accept the situation as it is. Most technicians will offer free removal and very likely some "comforting" treatment in an attempt to make the client feel better. This is not an obligation, of course, it is goodwill and a slightly imposed sense of guilt.

The task of a lash technician is prevention (as much as possible) and advice to alleviate the situation.
The lash technician performs the treatment and is responsible for the aesthetic result and perfect technical execution. Any consequences that require medical intervention at some point cease to be the domain of the lash technician at that moment. Technicians are not allowed to give recommendations for medications, eye drops or ointments. Only doctors are allowed to do that.

If the allergic reaction is due to the fact that the client has developed an allergy to the product, the lash technician has the task of:
- ask the client for a picture or to come to the salon so that they can determine what happened
- recommend compresses to relieve eyelid pain
- recommend some herbal ointment or Vaseline for dry, cracked eyelid skin
- remove extensions in a professional, painless way
- refer the client to a doctor for professional medical advice
- the lash technician is not obliged to return the money, because he performed his service in a high-quality and professional manner, and spent both time and products for the service provided

If the reaction occurs as a result of unprofessional treatment, then the client has the right to demand a refund.
How will you know that the treatment is unprofessional?
Easy.
If you experience discomfort, pain, tingling, scratching, or similar during the treatment, know that something is wrong. If the technician has not communicated such situations with you during the treatment, then you know that you are in unprofessional hands.

Unfortunately, lately there are more and more new lash technicians who don't have enough confidence to communicate properly with clients. They have the technical knowledge, but no experience.
There are also a large number of clients who do not have enough knowledge about the treatment itself, the duration of the extensions and maintenance. This combination results in dissatisfied clients and dissatisfied technicians. All together - it has a negative impact on the market and the entire perception of the services.

Dear clients, be informed and be careful who you put your trust in. Nowadays, quality really comes at a price, because the beauty industry can no longer bear the costs that are constantly imposed on us. Dear technicians, do not start working on clients if you are not properly educated. The moment you charge someone for a service, you become responsible for your work and are obliged to justify it with quality.

Our goal is for all of our clients to be beautiful, happy and satisfied. Let's all work together to achieve that goal and do business for mutual benefit.

I wish everyone a successful new working week and as few "unsuccessful" situations as possible.

Xx

Martina Kallos