A client's reaction in my Dallas studio made me stop pushing peels

She came in for a basic facial six months ago, and I was pushing a medium-depth peel like I always did. I gave my usual talk about cell turnover and showed her the before and after photos. She just looked at me and said, 'But my skin just feels tired. I don't want to burn it off.' That one sentence stopped me cold. I realized I was on autopilot, selling the service I liked instead of listening. Now my first question is always, 'What does your skin feel like it needs today?' Has anyone else had a client totally shift your approach like that?

3 comments

3 Comments

clark.morgan2d ago

My friend Sarah runs a small salon in Austin. A client told her she hated the strong mint smell in everything, it gave her headaches. Sarah swapped to unscented options for her and now keeps a scent free menu. That one complaint changed her whole product lineup.

sarah_patel252d agoTop Commenter

Smart move. We keep a couple unscented cleaners and paint thinners on the truck for clients with sensitivities. It costs a bit more to stock both, but the repeat business from people who appreciate it is worth it. You'd be surprised how many folks just suffer through smells because they assume there's no other option.

susan_wright341d ago

Right? People will just sit there with their eyes watering from pine-sol fumes because they think that's just how clean smells. Like my aunt, she'd get migraines from laundry detergent aisles but still used the flowery stuff at home for years. Finally told her about the free and clear stuff and she looked like she found out water was wet.