An infill slot and a full set's worth of work
A client books an infill for Saturday at ten. Her last appointment with you was five and a half weeks ago. When she lies down, the lash tech sees that most of the extensions have shed. What she needs is a full set or a heavy infill that takes nearly as long. There is a client booked straight after. The lash tech can do a rushed job, charge an infill price and run late, or explain that it needs to be rebooked as a full set, and the client has taken time off work for this.
Next week a new client books an infill for lashes done at another salon. Your lash tech does not know what products or technique were used, and your policy is to remove and redo. The slot is wrong again.
The booking page has no idea when her last set was
- Online booking lets anyone book an infill, whatever the date of their last appointment.
- Your infill policy is written on the website, where clients skim past it.
- The salon software stores the last lash appointment but does not use it at booking.
- Clients coming from another salon book infills, not realising your policy.
- Classic, hybrid and volume infills have different windows and times, and the menu does not explain them.
Overruns, arguments at the till and rushed lashes
An infill slot that becomes a full set either overruns into the next client or leaves the lash tech rushing, which is when retention suffers and the client ends up unhappy anyway. Charging a full-set price for what was booked as an infill leads to awkward conversations. Turning the client away wastes a slot and a trip.
Infill eligibility checked when the client books
- We record your infill rules: the window for each lash type, what happens after the window, and your policy for lashes done elsewhere.
- When a client starts booking an infill online, the booking page looks up her last lash appointment and its type through your salon software's API, or through a booking front end we put in front of it.
- If she is within the window, the infill books normally.
- If she is outside it, the page explains your policy in plain words and offers the right treatment, such as a full set or an extended infill, with the correct length and price.
- New clients or clients whose last appointment was elsewhere are shown your policy for lashes from other salons and offered the matching treatment.
- Reception bookings get the same check as a warning, and the lash tech's column shows the date and type of each client's last lash appointment.
| Client | Last lash appointment | What booking offers |
|---|---|---|
| Regular, within window | Here, recently | Infill as booked |
| Regular, past window | Here, a while ago | Full set or extended infill |
| New client, lashes elsewhere | Unknown | Your policy for foreign lashes |
| Classic client asks for volume | Here, classic set | Treated as a new set |
The windows and policies are yours. We make sure the booking page applies them consistently.
Infill slots that contain infills
On a normal week, a client five weeks out who tries to book an infill sees a short note saying it has been a while and a full set is likely to be needed, with a full-set slot offered at the same time on Saturday. She books that. The lash tech's Saturday column is the right length, the price was agreed at booking and nobody has an awkward conversation on the bed.
Does this happen to your lash techs?
- Clients book infills long after their last appointment.
- Infill slots regularly turn into full sets.
- New clients book infills for lashes done elsewhere.
- Your infill policy is explained only on the website.
- Lash techs run late or rush because of it.