The Lash Mob Erie

UPDATE: The review has been removed by the reviewer.☀️

Today, after nearly three years in business and more than 400 clients, I received my first negative Google review.

Of course that stings. I care deeply about my business, my reputation, and the experience people have with me. But I also understand that being a business owner means eventually having an interaction where two people walk away viewing the experience very differently.

I won’t publicly identify the person involved or share private correspondence. What I will clarify is how appointments at The Lash Mob work, because I never want there to be confusion.

Before an appointment, clients receive written arrival instructions asking them to enter the building, have a seat in the lobby, and wait for me to personally come get them. I work one-on-one, my suite is private while another client is being serviced, and I am not always monitoring my phone while I’m working.

In the situation behind today’s review, the client did arrive at the building at her scheduled time. The disagreement is not about whether she initially arrived. The issue arose after the designated waiting area was left before I came to retrieve her, and the appointment ultimately could not be completed.

I have documentation of what occurred, and I’m comfortable with how I’ve handled the situation privately. I’m not going to use social media to argue the details back and forth.

I am, however, taking something constructive from it. I’m reviewing my written policies to make an already-established arrival procedure even more explicit so there is as little room for misunderstanding as possible going forward.

One negative review doesn’t erase the hundreds of people who have trusted me, returned to me, referred their friends and family to me, and allowed me to build the business I have today.

And I don’t expect every person to agree with every boundary or policy I have. I do promise to communicate them, apply them consistently, protect the time and privacy of the person currently in my chair, and continue learning as my business grows.

Thank you to everyone who has trusted me with your time, your lashes, and your support. 🤎

A few openings left for Monday, August 10th 🤎✨

Book online: thelashmob.glossgenius.com

400. 🤍

What started as a dream has now become 400 beautiful souls who trusted me to be a small part of their lives.

Thank you for every appointment, every conversation, every referral, every review, and every bit of support along the way. I truly don’t take any of it for granted.

Here’s to the next chapter. 🥂