Behind every customer question or concern, there’s a real person listening and guiding you every step of the way. For the past four years here at UKLASH, that’s been our kind and conscientious Customer Care and Education Manager, Tamara. She’s spoken to thousands of customers at every stage of their lash journey, from first-time serum users to those who’ve tried it all and feel stuck, and has helped thousands of you feel seen and understood, no matter where you are on your journey.

In this edition of Inside UKLASH, Tamara opens up about the most common lash mistakes she sees day in, day out, and more importantly, how to fix them with confidence and consistency. From everyday habits that quietly stress lashes, to the myths fuelled by online misinformation, she shares the honest advice she gives customers every single day. This isn’t about perfection or quick fixes. It’s about understanding your lashes, trusting the process and remembering that healthy growth takes time - so take it away Tamara….

1. What does a typical day in Customer Care & Education look like for you?

No two days ever look quite the same for me, but they almost always start the same way. First thing, I check emails. Before anything else, I want to know if there’s something urgent that needs attention, whether that’s a customer waiting for support or a technical issue like an integration not behaving as it should. If systems aren’t running smoothly, the rest of the day can unravel quickly, so getting clarity early makes a real difference.

Once that’s covered, I catch up on messages from my team and the wider business, then map out my day. I look through my calendar, block out focus time, and build my to-do list around meetings so I can stay proactive.

A big part of my role involves speaking with teams across the business, from social and product development to operations. I share real customer insights with each department, which is something I genuinely love. It means the customer voice is always present in conversations, decisions and long-term planning.

I also have regular catch-ups with my team lead where we review tickets, spot recurring themes, and flag anything that needs deeper investigation. Alongside this, I work closely with education teams from our retail partners and brand ambassadors who speak directly to customers on the shop floor. My focus is always the same: making sure everyone representing our products feels confident, informed and genuinely excited about what they’re teaching.

Everything we share, train and learn eventually makes its way back to the customer.

2. You speak to our customers every single day. What’s the number one lash mistake you hear about most often?

The number one mistake our customers make is application, and how often they apply it - we always say less is more. Our Lash Serum works synergistically with your natural lash cycle, so more serum doesn't equal faster results, plus you’ll just end up getting through the bottle quicker. Each bottle should last up to 12 weeks initially, then up to six months in maintenance mode.

3. Is there a mistake you personally used to make before this role?

Funnily enough, yes, I was definitely guilty of over-applying a lash serum before joining UKLASH! I understood the lash cycle and read the instructions, but thought I knew better. The longer I work in the beauty industry and understand formulations, the clearer it becomes why brands like ours give specific usage instructions. It's because it's been tested and formulated to work best the way we are instructed to. 

4. Are there everyday habits customers don’t realise are putting stress on their lashes?

For sure! It’s a habit I’m sure many of us don’t think makes a difference in our lashes, but makeup wipes for mascara removal. Again, I’m guilty of this myself after a long day, but the material makeup wipes will unnecessarily tug on your lashes, causing loss and breakage. I’d recommend an oil-free micellar water, like our Micellar Water, paired with a soft face cloth or reusable pad. These tend to be much kinder to your eyes than disposable cotton pads too.  

5. When customers reach out worried their lash serum “isn’t working”, what’s usually going on behind the scenes?

There are three main culprits for this. 

1. The most common thing I see is not waiting enough time to see results, which I do understand. We all get excited when purchasing a new skincare or cosmetic product and want to see instant results, but as I mentioned earlier, our serums work with your natural lash cycle (up to 12 weeks), and it's important to be patient and consistent and results will follow. 

2. Secondly, using a oil based cleanser around the lashes. Oil-based cleansers create a barrier, making it harder for our serums to penetrate and work their magic. My advice to any of our customers adamant on using one is to ensure to double cleanse the lash line after the oil-based cleanser to try and remove any residue.

3. Thirdly, but by all means not least, is the order the serum is applied. Some customers apply the serum after all their toners, serums and moisturisers and sometimes facial oils, which again can create that barrier along the lash line, even if those products were not intended for that area, some products can still transfer. I would always recommend applying before any skincare and allowing the serum to dry fully, I allow thirty minutes before applying anything else. That way I know the lash line is completely clear and the serum can do its thing without compromise. 

6. From your experience, what does a healthy long-term lash routine look like?

We all wish that lash serum results are permanent, but unfortunately, they are not. Same with any skincare or hair care product, if you stop using it, you’ll stop seeing the results. Applying the serum in maintenance mode 3 - 4 times per week after your daily 12-week initial application will ensure your results stay long-term. Secondary to that, a silk pillow case or eye mask, a gentle eye makeup remover and being gentle with your lash curler, making sure they are clean will ensure they don't tug any lashes out, are day-to-day things you can do to keep lashes healthy. 

7. If you could clear up just one lash myth for everyone reading this, what would it be?

This is honestly one of my favourite questions, because there’s a lot of noise online about it. Prostaglandin is an active ingredient, and like any active ingredient, it’s all about how it’s used. I always compare it to ingredients like retinols or AHAs, which can be incredibly effective when they’re balanced and formulated correctly, and when you use them exactly as directed.

That’s why our original lash and brow formulas include a low-level prostaglandin analogue, because it’s proven to deliver visible results when you stick to the routine and apply it as instructed.

8. What role does proper eye makeup removal play in healthy lash growth?

Proper eye makeup removal plays a much bigger part in healthy lash growth than people realise. If makeup isn't removed properly, residue can build up along the lash line, causing clogged follicles and irritation. That can over time, weaken lashes and impact how they grow. 

9. How does listening to customer stories shape the advice you give?

Listening to customer stories play a huge role in the advice we give.
The core guidance stays the same and is rooted in how the serums are formulated and tested, but hearing real experiences helps us understand why something might not be working for someone. The more stories we hear, the better we get at asking the right questions and that means we can get to the root of the issue faster and give advice that is useful and not just generic. It’s also incredibly rewarding to hear positive feedback and success stories. It reinforces that the guidance works when it's followed, and is a reminder why customer service is important in the first place. 

10. Has helping customers changed the way you personally care for your own lashes?

Honestly, yes!
There’s no way I can give out this much lash advice and not follow it myself. Helping customers has completely changed how I look after my own lashes, mostly because I now have my own voice in my head judging my choices.

There have definitely been nights where I’m already in bed, half asleep, and suddenly realise I’ve still got mascara on. And I know exactly what I’d tell a customer in that moment… which means I can’t ignore it. So I drag myself back up to take it off properly.

It’s made me way more consistent with my routine and proves that healthy lashes aren’t about doing anything extreme; it's just about the small habits you stick to, even when you really can’t be bothered.

11. How do you support customers who are comparing their results to others online?

When customers start comparing their results to what they see online, I gently remind them that no two lash journeys are the same. Lash cycles, consistency, and personal routines all influence results, so it’s completely normal for progress to look different from one person to another.

12. Which lash habits are hardest for customers to unlearn?

This one’s a bit tough because it really depends on what someone’s routine looked like before they started their lash growth journey.
But if I had to choose one thing, it would be being harsh and tough on lashes. Before someone invests in a lash serum, lashes often aren’t something we pay much attention to day-to-day. So things like rubbing too hard to remove mascara, or squeezing a lash curler too firmly, can easily become habits. I always say to treat lash care the same way you would skin or hair care. Be gentle, and be consistent.

13. Are some mistakes driven more by misinformation online than real experience?

Many beauty mistakes today are driven less by real-life experience and more by online misinformation.
Social media often presents beauty and wellness advice as one-size-fits-all, when in reality, results are highly individual. Skin type, hair texture, and lash and brow health all respond differently to products and routines. The only way to know what works for you is usually through real experience and trial and error.

14. After all your experience, what’s the one thing you wish every customer knew before starting a lash serum?

I wish every customer knew that the magic is in the routine, not the rush. Apply it as instructed, stay consistent through your lash cycle, and keep going once you see results to maintain them!

Behind every lash journey is a learning curve, and as Tamara reminds us, the biggest results come from patience, consistency and kindness to your lashes. There’s no secret shortcut, just small, intentional habits done the right way, day after day.
Whether you’re just starting out or refining your routine, the advice shared here comes from thousands of real conversations and real results. Trust the process, listen to your lashes, and remember you’re never on the journey alone. If you’re ever unsure, our Customer Care team is always here to guide you, just like Tamara does every single day.

To get in touch with any questions, reach out to contact@uklash.com and Tamara and her lovely team will be happy to help!