Alright – so today we’ve got the honor of introducing you to Jennifer Tien. We think you’ll enjoy our conversation, we’ve shared it below.

Jennifer, looking forward to hearing all of your stories today. Do you have any advice regarding quality control and maintaining quality as your brand grows?

Quality control and maintaining quality is the most important thing in order for your brand to grow successfully. In the beauty industry maintaining quality is the top priority considering the services offered can be considered a luxury. Quality is everything and that is why I feel the beauty industry as a whole normally has very strict policies in order for things to run smoothly. My policies are pretty strict in order to maintain quality for each individual client and make the boundaries clear.

I know for many independent artists it is sometimes hard to stick to your policy and the appeal to bend the rules for your clients depending on the circumstances. My advice is to put yourself in both shoes, as a client and as a business owner, if enforcing your policies or to not enforce them is ethical.

In order for a business to have quality clientele, it is important for a business to have quality control and that starts with how the business runs. Maintaining your policies within your business helps not only have a smooth running business but also attracts that quality clientele. Enforcing policies may not always be fun but it is part of making sure your business maintains that quality and quality control.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

I am Jennifer Tien, the Founder/ CEO of Detroit Lashes and Lash Society USA. I have been a licensed cosmetologist for over 5 years now. At Detroit Lashes we enhance your natural beauty with eyelash extensions while also having Lash Society USA selling lash supplies to licensed professionals and lash artists.

Detroit Lashes was an outlet for me to be creative and to do on the side while I was finishing up school. It blossomed into a new found passion and then a career. Once I took the leap to become a lash artist full time I really committed a lot of my time and money into my craft. I invested in a lot of continuing education, conferences, online courses, ebooks, etc. On top of that I invested a lot of my time and money into creating a product line. This was another avenue in the lash industry that I found fascinating and wanted to be a part of. That’s when Lash Society USA came about. I wanted to bring something to my community where they have a place to come to when they need it. I have been servicing clients over the years and found passion to be able to help someone like myself, as an artist, to give them the option of getting quality supplies within the same day in my community. When typically a lot of supplies need to be shipped in. I also love being able to connect and network with other professionals in my industry!

Lashing truly brought fulfillment to my life in a way I didn’t know I needed. I love what I do because I make people happy, smile, and feel beautiful. Having lash extensions not only makes you feel beautiful but has helped a lot of my clients save time getting ready and even feel more comfortable to not even bother putting makeup on every day. I am so proud to be able to create a career within something I love doing. Detroit Lashes have changed so much within 2 years and the way it has changed my life. It has opened so many opportunities and great connections. It has given me the life I always wanted and I am so excited for what the future holds!

Can you talk to us about how your side-hustle turned into something more.

I became a lash artist while I was in college working a part time job at a med spa. It was right around/after COVID I decided to take a lash course to do lash extensions as a side hustle. I have been a licensed cosmetologist for a while but never really did anything in that realm as my goal was always to climb up the corporate ladder. I started only lashing a couple days a week then I kept getting more and more booked. I realized how much I enjoyed doing lashes and how I could grow within it if I fully committed to it. I ended up quitting my job and lashing full time while obtaining my marketing degree. After lashing for over 2 years I have my own lash studio and lash supply product line.

Any thoughts, advice, or strategies you can share for fostering brand loyalty?

Communication is key. I keep in touch with my clients by always letting them know to have open communication with me whether it’s good or bad. I offer messaging services on Instagram and through my booking software. My booking software also messages them all appointments booked, appointment reminders, announcements, etc.

Some may say I have a more strict protocol when it comes to booking appointments. My booking is not traditional as my appointment book is not open to the public. I do this as this helps create brand loyalty between my clients and Detroit Lashes. This helps ensure that the clients who have supported me since day 1 are accounted for when booking appointments and that they will be taken care of when they need to come see me again in 2 weeks. If I had my books open to the public there is a high chance I am losing my loyal clients as all the appointments available to be booked by new clientele.

I have been the client who wants to be loyal but ends up having to go elsewhere because my artist can’t get me in and booking is difficult. It’s sad for both the artist and the client. Not all clients can afford to pay 2+ deposits to hold future appointments then if changes need to be made it may not be available leaving a lot of difficulty. Lashes are a luxury but it may not feel that way if booking is problematic. Due to my personal experiences and stories I’ve heard, I have set up this system so both myself and my clients have an ease of mind that I will make sure to get them taken care of thanks to their loyalty to me as their artist.

Contact Info:

• Website: www.lashsocietyusa.com
• Instagram: @detroitlashes | @lashsocietyusa
• Linkedin: https://www.linkedin.com/in/jennifertien