Comment

Comment by Laura Cooksey on March 14, 2011 at 3:32pm

The lesson here is you need to find out what the client's goals are.  Sounds like you might've projected YOUR skin care goals onto him; and it sounds like they are not his goals.  Most of the time I don't extract the nose - those aren't blackheads they are sebaceous filaments (oil glands) and are supposed to be there. And extracting those really hurts!

 

I made the mistake of trying to talk a women into chemical peels for her sun damage.  She didn't care about her sun damage - she didn't even know what I was talking about - what she really wanted was a relaxing facial, not a chemical peel.  She got a bit upset with me; and for good reason. I didn't LISTEN. Lesson learned!

 

When I have clients who are lax in doing their homecare, I don't get upset with them.  I, again, ask them what THEIR skin goals are. And then explain what it's going to take to reach those goals.

 

Make sense?

Comment by Andrea Stein on March 14, 2011 at 1:22pm

Well I was thinking the same thing Heather because as Pamela says Ive given him loads of information but he seems to be a know it all. My patient side says to give him one more op but Ill decide after the phone conversation when he returns to town. Thanks girls!

Comment by Brenda Griffin on March 14, 2011 at 9:51am

Beth, there is a big difference between OTC products and professional grade.  I would contact Laura and use her products if Pevonia isn't working for your acne clients.  Pro-Active is a good line but because it is available to the masses it is not as effective.  When you have something that is available to everyone it does not contain the high efficacy due to the fact that someone is going to have a reaction and they have no one (a skin care therapist) to go back to.  They throw it away and move on to the next thing.  The analogy is Advil to prescription 800 mg. ibuprofen. 

Comment by Heather Capitanich on March 14, 2011 at 9:09am

I would refuse to work on him!

Comment by Andrea Stein on March 13, 2011 at 10:13pm

This client is a 50something with oily skin and clogged pores only on the nose. He is very dehydrated and a bit asphixiated so I used a combo peel of 30% and lactic with steam followed by vit A and then extractions. I thought things went beautifully but as we know, extractions are never a clients favorite thing. It was a "spa" facial but we agreed the nose needed work. As for home trtmt, he refused any and all saying he was happy with his home arsenal but would call me to schedule his next facial.

Comment by Pamela Cantor on March 13, 2011 at 9:33pm

Educate, educate, educate. Most clients with acne haven't a clue what it really is and have gotten no help from the medical community or the OTC acne gurus like the gang at ProActive.  Somehow they think that, because we tell them we can help, that we have a magic wand that we wave and, presto, no more acne.

Acne treatments are not your relaxing facial. I educate throughout the entire time they're with me, encourage them to ask questions and tell them it's a team effort.  My job is to identify the best products and procedures for teaching them to keep their acne under control.  If they don't listen or refuse to cooperate, they may as well save their money.

In addition to the none-stop verbal education, I give them handouts at each appointment.  If I had a hammer, I'd probably pound the information into their skulls!  Once they start to see improvement, they listen a lot better . . .

Comment by Katrina Kulm on March 13, 2011 at 8:15pm

Hi Andrea, that's definitely a good question that hopefully Laura Cooksey will answer for you on how to handle a finicky acne client. I'd like to know for myself as well. Did the client have blackheads on their nose or was there a lot of pustules when you did extractions? Did you sell or recommend any home care products for the client to use daily? Just trying to understand the situation more =)

Comment by Andrea Stein on March 13, 2011 at 6:41pm

I mean they called me to say:" This is not wahat i came for so next time well have to do something else" This client is very particular and finiky. I pride myself on the quality of my work yet i want to  make the client happy. Any comments...

Comment by Andrea Stein on March 13, 2011 at 6:38pm

How do you hadle a client who was given the needed extractions yet calls two days later to say that they have red spots on their nostrils from the extractions preformed. Ive never had a complaint in this regard and based on their intake info I am not sure the client didnt go home and give themself treatment of their own infliction.

Comment by Joanna Sechuck-Tringali on January 30, 2011 at 6:04am

Thx, everyone.  Mary Lou, there's an article by Christine Heathman in this month's American Spa Magazine.  Not sure how to do a link in a forum, but here's the website - http://www.americanspa-digital.com/americanspa/201101#pg28

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