Answering the Phone Might Be the Thing That Changes Your Business
- lollotsoflashes0
- Mar 30
- 4 min read
Welcome back to Beyond the Lash Line with Charrissa (with a CH) — and today we’re talking about something that sounds simple… but can completely transform your business:
Answering the phone.
This is the transcript for the podcast "Answering the Phone: How to Turn Inquiries Into Booked Clients"
Prefer to listen?-
If someone is calling you, that is a big deal.They didn’t just scroll your page.They didn’t just save your work.
They went out of their way to call you.
That means they already like you.
So first—give yourself credit. You already did the hard part.
Now it’s time to close.
This Isn’t Just a Call — It’s a Consultation
We need to shift your mindset a little.
This is not just a casual conversation.This is a consultation.
Because if you hang up without booking them… there’s a very real chance you’ll never hear from them again.
Not because they didn’t want to book—but because people:
Get distracted
Keep browsing
Forget
Your goal?Don’t let them hang up without securing that appointment if you can help it.
Why You NEED a Phone Consultation Option
Let’s talk about the clients who actually schedule a phone consultation through your site.
These are your warm clients.
They’re interested—but not fully committed yet. And honestly? They’re my favorite.
They just need guidance.
A lot of them have a little social anxiety. That’s why they scheduled instead of calling randomly. They want to feel prepared—and that’s exactly what you’re there for.
If you don’t already offer a free phone consultation on your booking site…
Add it. Immediately.
It’s:
Low commitment for them
High opportunity for you
A comfort bridge that builds trust before they even step in
First Impressions Matter (Yes, Even on the Phone)
Energy first. Always.
There’s a difference between:
-_-
“Hi, this is Charrissa with Lots of Lashes. How can I help you?”
…and
(:
“Hi, this is Charrissa with Lots of Lashes. How can I help you?”
You can hear the smile (in the podcast! LMFAO)
Keep it:
Light
Confident
Warm
They feel that.
Take Control of the Conversation
They’ll usually say something like: “I was thinking about getting lashes, I just have a few questions.”
Perfect.
Now you lead.
Ask things like:
What look are you going for?
Have you had lashes before?
What did you like or not like?
What was your experience?
Don’t overwhelm them—but guide the conversation.
Because truthfully?
They don’t know what they don’t know. And that’s your job.
Listen for What They’re Worried About
While they’re talking, pay attention.
Common concerns:
“Too dramatic”
“They don’t last”
“Will it damage my lashes?”
That’s your moment.
Confidently say:
“I do fully customized, damage-free lashes that are made to last and fit your lifestyle.”
Say it like you mean it—because you do.
Where Most Lash Artists Lose the Booking
This is the biggest mistake:
Staying in question-and-answer mode… and then just ending the call.
No.
That’s not the end.That’s the middle.
Once trust is built, you move forward.
Assume the Booking
Instead of saying:“Do you want to book?”
Say:
“I’d love to get you on my schedule. I have a couple openings—what works best for you?”
Notice the difference?
We don’t ask if.We ask when.
Guide Them, Don’t Leave It Open-Ended
When they hesitate, guide them:
Explain your process briefly:
Full customization
Time expectations (2–3 hours)
Attention to their eye shape and preferences
Then give them actual time options.
Not:“What works for you?”
But:“These are the times I have available…”
Don’t Let Them “Follow Up Later”
This is where so many bookings fall through.
Do NOT say:
“Text me your info”
“I’ll send you the link”
Because a lot of them won’t follow through.
Instead:
“I can get you booked right now—what’s your name and best email?”
Then:
Ask them to spell it
Enter it while you’re on the phone
Now they’re booked.
Make the Deposit Feel Comfortable
Once booked, let them know:
A deposit link is coming
They don’t have to pay immediately
This removes pressure and builds trust.
Remember:They’re giving money to someone they’ve never met.
That’s a bigger risk to them than your time is to you.
End the Call by Elevating the Experience
Before you hang up:
Hype them up
Make them feel excited
Reassure them
Something like:
“I’m so excited to see you—you’re going to be obsessed.”
Then follow up with details:
Come with no makeup
Reach out anytime with questions
Even better? Personalize their visit:
Ask what music they like
Offer podcasts or audiobooks
That luxury experience starts before they even walk in.
Final Thought
If they’re calling you…
You’ve already won.
They’re already interested. They already intend to book—if you guide them the right way.
So don’t overthink it. Don’t overexplain it.
Just lead.
Because people don’t need more information—they need someone confident enough to guide them.
And that’s you.
Want more episodes like this? Stay tuned for the next one on Beyond the Lash Line.
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