Spa client misconceptions that are hindering their results
Friday, April 27, 2018
How we communicate and set expectations for our clients in the spa really matters. It's common in the spa and medical spa setting to find that clients may have several misconceptions about how to properly take care of their skin.
If you are finding that your clients have any of these mistaken beliefs about their skin care regimen, then read my expert advice today.
Clients claim they don't see results so be sure to show them
We've all heard clients say that they "don't see any major changes" or that they "aren't sure" if their skin is improving after facials or peels. Oftentimes clients feel they aren't getting positive results because they can't see them.
It's imperative that you take before and after photos of your client's skin consistently throughout their treatment plan so you can ensure them that they're making progress. There are high-tech digital skin analysis machines out there or you can just use a good-quality camera.
Take photos of all angles of your client's face or areas of their body that you are treating. Do this during their initial appointment and keep them in their file. Include in your consent forms that photos will be taken to document progress so there is no confusion. This will create a feeling of trust with your clients by letting them know that you plan to get them great results.
Equally, having a visual record of your client's skin condition is a smart and reasonable way to protect from any possible liability claims or complaints that your client could have in the future. If you document clients' progress with photographs, then you can show them physical proof and keep their minds at ease.
Clients think SPF should only be used when they are outdoors
Skin care practitioners will tell you they often hear their clients saying they only use SPF when they are at the beach or having a picnic on a summer day. One of my all-time pet peeves is when clients think they shouldn't wear SPF on the way to their facial because they think they should arrive to the spa with clean skin. Has anyone else heard this one, too?
As skin care professionals, we know a quality, mineral SPF should be worn every day (rain or shine) if you want to protect your skin from unwanted hyperpigmentation, fine lines, collagen loss, redness or worse.
Have you ever thought about the fact that we have plants in our homes or offices that will grow well inside? If there is adequate UV radiation to grow plants inside these areas then there is reason to wear SPF.
If you have clients who are insistent that they want to see brighter, tighter, lighter and even-toned skin, then be sure to insist they wear a mineral SPF every day.
Clients don't stick to a consistent skin care regimen, and it slows their progress
In the instant-gratification culture that we live in today, it's common that clients will give up on their skin care regimens after a week or two, if they don't see results. It's our job to manage their expectations of the home care products we recommend and sell to them.
Let your clients know that they have to be consistent with their new cleansers, serums and retinol products for at least three to six months before they should give up on them and try other products. As we know, clients are constantly being tempted by ads on social media, commercials on TV or skin care "gurus" and "influencers" about the latest trending skin care advice.
However, we, as skin care professionals, know we are trained to properly analyze clients' skin and give them sound advice on home care products. Be sure to encourage your clients that you have the best treatment plan and products for their skin — but they must do their part by following it.
Clients think their skin is clean, but it's not
One of the biggest and most practical reasons that clients don't progress with their skin care goals is that they just aren't cleaning it well enough morning and night before they apply their serums, moisturizers and other treatment products. Unknowingly, without cleansing your skin completely, you may be leaving a film that can mitigate or neutralize the effects of your skincare products.
Most people — especially those who wear makeup — need to do a double cleansing at night and one cleanse in the morning. Double cleansing is an important technique we perform in the treatment room and should share with all of our clients to do at home. It's also great if you can offer sonic cleansing tools that can assist in cleaning the skin completely.
Sadly, so many clients wear heavy BB creams, "long wear" and waterproof makeup formulations and sometimes rely on makeup wipes alone to remove them. So if you are treating skin conditions like acne, clogged pores and dull, aging skin, then champion your client to clean their skin adequately so they can get the glow they are after.
Some clients think they can achieve everything with natural products only
Though it's admirable to seek out professional skin care products and services that are completely natural and organic, it may lead to frustrations when clients do not get the results they are looking for.
Many natural and organic formulations are wonderful — don't get me wrong — but they may lack high levels of active and clinically tested ingredients. In this way, clients may maintain the state of their skin, but they may not be able to transform it drastically without the help of some clinical or synthetic counterparts.
If clients are suffering, for example, from deep wrinkles around the eyes or on the forehead, regular treatments with Botox may really be the only cure. Volume loss from the face can be temporarily filled and smoothed with serums, manual massage and microcurrent, but FDA-approved fillers will give lasting results.
When you have a client who only wants "natural" products, find out exactly what they mean by that term. Natural is an overly-used term, and it's better to know the precise ingredients they want to avoid and go from there.
It may surprise you to find out that once clients are educated on the plethora of options for skin care success that they may be more open-minded than you think.
Some clients think all of their skin care goals can be achieved medically/clinically
On the other hand, there are clients who want to believe all of their skin care woes can be fixed with harsh peels, lasers and needles. Obviously, clinical or medical spa treatments are gaining tons of popularity because they are efficient and have consistent, measurable timelines for results.
However, many clinical and medical spa treatments require that the client has a good bill of health and adequate healing ability for their success. If a client has a compromised immune system, diabetes or is going through chemotherapy, then they will be contraindicated for many clinical treatments.
Clinical treatments like deep chemical peels and laser resurfacing create controlled injuries that are designed to invoke the client's own healing response. Be sure to educate your clients that a low inflammatory diet, proper hydration, adequate sleep and a healthy lifestyle will yield better results in the clinical setting. There simply isn't a "cure-all" for every aspect of aging without keeping the overall health of the body in mind first.
When it comes to being on the same page with your clients, it's crucial to identify when they may be misled or confused about what their skin care needs are or how to achieve them. Have open and honest conversations with your clients and steer them on the proper course to youthful, glowing and ageless skin.
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