Issue link: https://www.ascpskindeepdigital.com/i/97199
If the answer is no, but I am still certain the client is being noncompliant at home, I will say, ���I am concerned that you may not be using enough product or that you might be skipping your routine more than you realized.��� Again, I become the educator, informing clients how the system works. For example, in the case of acne, I point out that the products keep new acne from forming. Every time they skip their home care, acne starts to form and they will chronically break out at a later date. Once they understand this, they take their home-care regimen more seriously. Responding with any hint of criticism will make the client dig in his or her heels in defense. Swallow your feelings and become an educator. Clients Who Fall for Marketing Hype Another common scenario is when clients want to use a product they have heard about, usually one that has gotten a lot of hype, instead of using your professional products. Once again, it is imperative you educate them. I let them know that any massmarketed product can never have as much active ingredient in it as a professional product, because mass-market retailers have too much concern for liability issues to use products that can truly have a profound impact on the skin. I also let the client know about the practice called ���angel dusting,��� which means including a miniscule amount of an active ingredient, insufficient to cause any measurable effect, in a product. The advertising materials can then say that the ingredient is helpful, and that the ingredient is contained in the product, both of which are technically true. While misleading and unethical, angel dusting is legal, and your clients need to be aware of the practice so they are not so easily seduced by marketing. Clients With unrealistic Expectations Even though I tell my acne clients in the initial consultation that it will take around three months to completely clear up their skin, I still occasionally get a client exclaiming, ���I have been on your products for a week and I am still breaking out!��� Of course people want instant results. When this happens, take a deep breath and patiently educate the client again about why it takes time to see changes in the skin. Remind him that patience and consistency with his treatments and home-care routine will win the race. Good before and after pictures of previous clients can be very helpful here, proving that you can deliver. Clients with Time or Money objections When a client balks at your recommendations, try to find out exactly what her objections are. It almost always comes down to time and/or money. At the outset, I put the ball in the client���s court by asking her, ���How aggressive do you want to be with your skin rejuvenation program?��� The more aggressive the treatment, the more time and/or money she will probably have to invest in it. The upside to this is that the more aggressive the treatment, the more responsive the skin will be, with better and quicker results. After explaining this, I make my recommendations based on the client���s own stated comfort level. Always have a few different options in mind. If the client says no to your best recommendation, discuss the next best option. If your client���s main objection is the expense, offer either an alternative treatment plan or an alternative payment plan. If time is the issue, offer shorter treatments at more frequent intervals, or more intensive treatments at longer intervals. Consider the client���s schedule. For example, when I do more aggressive peels at my clinic, if my client has the weekends off, I recommend she come in on a Wednesday evening. On Thursday, her skin will feel tight, but she will still look normal. Friday afternoon is when the skin usually starts to peel, and the weekend is when the majority of the peeling takes place. This explanation makes a chemical peel sound very doable to most clients. Noncompliant clients may not be our favorites to deal with, but they can keep us on our toes. Some people may be merely testing you to see if you really believe in your offerings. If you are confident in the results you can get, then managing the noncompliant client becomes an easier task. There is no need to become angry or defensive���embrace resistance with creativity, education, and healthy business boundaries. Your reputation depends on it! Laura Cooksey is an acne expert, educator, speaker, and owner of Face Reality Acne Clinic in the San Francisco Bay Area. She has more than 20 years of experience in acne treatment and certifies skin care professionals across the country with her training DVD, Proven Strategies for treating Acne. For more information, visit www.facerealityacneclinic.com. Get connected to your peers @ www.skincareprofessionals.com 21