Should I "fire" this client, or am I being too sensitive?
She told me she'd had one micro and one glycolic peel several months ago and has a minimal skincare routine, so 1st treatment I did a blueberry enzyme w/lactic followed by a thorough microderm. She texted me the next week, asking if I thought she would "see results next time", that she couldn't tell a difference at all. I politely explained that treating aging and damage is a gradual process, and that I have to treat her safely and responsibly and not do too much too soon, to which she honestly seemed to become defensive and say she'd heard it all before after trying many different places, and that she's always been a person who wants immediate results. RED FLAG.
2 weeks later I gave her another micro followed by 30% glycolic, and told her she may or may not see some flaking/peeling. She is rebooked for this week and texted me last night, saying she didn't peel and is "feeling a little disappointed". I again politely explained that there is a process, that I cannot give dramatic results after 2 facials and that the products I am able to use of course will differ from what she'd received at a dermatologist's office.
I am really feeling like this woman's expectations are unreasonable and I am not looking forward to seeing her again this week. Any advice?
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Replies to This Discussion
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Permalink Reply by Ally Draizin on
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I have to say her behavior would certainly infuriate me. She is not trusting you or the process, or respecting your time, by making you get all worked up & concerned in between treatments. I would refer her to someone else, politely.
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Yikes. The part that struck me was that she's been a treatment recipient at a dermatologist's office. Surely she knows that we are limited to our acid % usage and they pale in comparison to a medical setting, yes? If a derm can't help her (or her seemingly unrealistic expectations) what does she expect to get from an esthetician?? I think in your gut you already know what to do with this one. Suggest a IPL or a Co2 laser and refer her to a derm.
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Great answers professionals! I have had to differentiate myself from the doctor's and nurses and stress to clients that my approach is more holistic not medical.
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Permalink Reply by coldsalineplexus on
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It sounds like you did a great job helping to set and manage the expectations for her. I sometimes have to reiterate... going in cold for a treatment in a dermatologist's office... skin not prepped... equals high risk/ high reward. There may be magical instantaneous results, but just as likely, that derm is going to have to go back with a laser to fix some kind of pigmentation issue that cropped up as a result of the initial treatment on unprepared skin. Coming to see an esthetician who focuses on progressive results over time... low risk/ a little longer to see results... Let her and every other client that you see know that you personally have CHOSEN to train and treat skin in the part of our industry that enables you to avoid skin freakouts and difficult-to-correct mistakes, because you personally enjoy being a destressing force in a stressful world. You're smart and experienced, and clearly you could go fire lasers in a derm office if that would be satisfying to you... instead you have chosen a path where you can nurture and support the health of your clients' skin... and their wellbeing on the whole. If that is not a service that a particular individual values, they're going to continue to feel "disappointed" by purchasing that service.
Now, I would say that with 2 treatments under her belt, presuming good home care, and if she chooses to come see you again, it's probably as good a time as any to switch to a self-neutralizing acid where she'll get some tangible peeling. I am thinking something in the range of a Sal peel, low-strength TCA, or 1-2 passes of a Jessner's-type acid, if those are treatments you are comfortable doing. But this is where you have to make a decision about your own limits and stick to that decision... If those types of peels aren't the direction you want to take your practice, then refer her out.
Also, regarding firing clients... I have only attempted this twice and it has been a disaster both times. Both times were for big-time disrespect of my schedule... and yet still, people get defensive and irritable and want to make everything your fault. If you are going to try to stop seeing her, I would have the biz card of a good dermatologist in hand and let her know how much it's been eating at you knowing that she has been disappointed with her services with you. Let her know that you want to make absolutely sure that she gets the results she is looking for when she is spending her hard-earned skincare dollar, and that since her expectations are out of your league, you'd like to offer her a referral to a derm who can help her. And let her know that any time she would like to incorporate a relaxing, hydrating facial with those strong peels, laser treatments, etc., she's welcome to call you and you will be thrilled to have the opportunity to catch up with her. Then, give your derm a call and let her know what to expect! You'll lose the headache of the client if she goes, and you'll gain the respect of the dermatologist for setting clear boundaries about your scope.
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Permalink Reply by Stacey Walsh on
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Update - the most amazing thing happened! Client came in for her appointment last week, and she apologized for making me upset! She told me that she really appreciates what I've done for her, and she's bragged on me to all her friends and passed out my cards. She said she truly didn't mean that she wasn't happy, just that she expected to be peeling and was concerned that she didn't peel. I solved that problem - gave a micro followed by 3 layers of 10% TCA! She left saying she felt like she could go out without makeup because her skin looked so smooth. :-) I'm relieved to say the least!
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Permalink Reply by Annette on
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Hello : Coming in on this conversation after your last comment I am happy to hear that you did not fire your client. After being in this profession all of my life I have come to realize that patience is one of our greatest virtues. As we age and we look in the mirror we become unhappy and sometimes we could look really good but our personal lives stink. What ever the case may be we are there to nurture people and help deal with their skin needs. It sounds like she may have been going through something else and took it out on you. You handled yourself professionally-good for you! I bet you have gained a client for life. Happy Treatments!
Annette
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Permalink Reply by Janet Lynn Klein on
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I would consult with her on a more aggressive treatment plan! I have had a few "unsatisfied slow results" types as well. But I "inform" the client on my scope of practice and the risks of going too aggressive too quickly. I always have a consent form signed so that they sign off on every possible side effect possible! The effort of introducing a more aggressive peel or an "extra" or "bonus" treatment(s) or "Free" specialty product application usually reassures them I have their best interests in mind concerning results! They usually Thank Me for the honesty and continue their visits. Hope that helps.. Good Luck!
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Here is my take on this: I actually refuse to do a chemical or microderm until they do a 'customized facial' with me. I do this so we can goal set, I can get the client's goals and wishes, and we can discuss if this type of treatment is necessary or appropriate for her. I also will NOT DO this type of treatment unless they are using my home care. Skin care goals can only be true with good home care, an accurate assessment, and a realistic expectation. It's like going to a personal trainer and expecting to get fit in one workout. But it is our job to educate the client and then let them make the decision. So maybe you would never have done this client in the first place thus leading to this uncomfortable situation.
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Permalink Reply by Yolanda Russo on
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Stacey, I can relate to what you are going through. You may need to let her go but if you set the expectations correctly for the clients you should never have to deal with this sort of situation. Knowing that chemical peels are popular and promoted by medi spas or even plastic surgeons clients think that this is how it is supposed to look and feel. And trust me they don't want to look like a lobster but they fall into that trap of thinking that medi spas or dermatologist's know better. So I've devised a protocol where before any peel or microdermabrasion the client is advised on the treatment and results they are going to be expecting from my treatments which are very effective in removing the layers of the skin gradually over a couple of days sloughing off the dead skin cells and replacing them with the new hydrated cells to the surface. I only ask them to keep hydrating the skin with the serum and the moisturizer I recommended to prevent pee This works perfectly every time and at times I have someone saying "I was peeling this time which surprised me because I never peel after your treatments...." and my response is "It sounds like you were not moisturizing as recommended"
So don't feel bad but you may need to let her go this time. When you start working with a client who is likely to compare you to some other professional doing the same treatment you should not take it personally but set their expectation in that the result is going to be the same but there will be no downtime because of the products and treatment masks you are using to offset the irritation.
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People who want immediate age reversing treatment is never going to be happy. I have asked "How long did it take for your skin to age? It takes time and series (a lot) to turn the clock backwards." I had a client that I was doing a series of skin peels (mixing it up each time) and we were getting results, but not immediate. She had enough of peels and micro from me, so she went and had a face lift. Within the year she came back to me. Her face lift did not last forever and her skin was not any younger! Sometime you just have to tell them you do not have a magic wand, and it takes time and safety to treat skin at any age.
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You have done a good job of trying to please a difficult client. However, her expectations are not realistic. The best thing you can do is politely let her know that if she is not willing to be patient and do this process safely over time, then you no longer can treat her. For the immediate results she wants, refer her to a cosmetic surgeon.
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