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Help with client skin complaint

SalonGeek

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Hi ladies! Need your help how to deal with this situation

I have a client (older lady) who comes in for regular facials (every month). Her skin is very dehydrated which we are working on and she is using recommended products at home.

a couple of facials ago she came in and said that her last facial had given her a ‘reaction’. As I had used slightly more active products I apologised and said we would stick with more gentle products at this point as her skin is not yet ready. I had not seen her skin and it was fine on the day she came in.

no more was said for a couple more facials until her last one 2 days ago. She calls up again to say she’s had the SAME reaction. She says she was red hot and itchy but just on her neck ? I had not used any different products to the time before and I explained if it was an allergic reaction then it would be all over her face as well as on her neck. In the end I asked for a photo so I could assess accordingly.

when she sent the photo I had to hold my tongue. The ‘reaction’ she’s had on her neck looks like a tiny red mark, more like a mosquito bite. Nothing like I was imagining. So I’m failing to believe this was anything I’ve done in my facial and it is more likely a mosquito bite or somewhere she’s itched and made it red.

but how do I say this to her without her sounding rude? She’s adamant it’s a reaction to the products in her facial but it’s such a small area I don’t believe it is....

Thanks in advance
 

RosieR

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Hi ,
It's good that you are keeping good records of all your interactions with this client thus far. I have a very .very sensitive neck which has a condition called poikiloderma of Civatte. I can use a product on my face and have no reaction, but my neck will itch like mad all over. I can wake up in the night itching if something sensitises it.

Ageing , sun damage and menopause all contribute to this condition. So she could well be starting with it. As I say my face is fine, just either side of my neck . As the condition progresses there becomes more obvious red and brown pigmentation areas developing. So she needs good sunscreen as a precaution. I like Jane Iredale mineral spf 30 for my neck, a collared blouse and light scarf to help keep the skin from further damage in the sun.

I can't wear woollen garments around my neck, just far too irritating.

Don't use anything other than your most simple of products for the next facial, just helping her to know that you are taking her very seriously and it will be a good trial.

HTH
 

Haircutz

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I had not used any different products to the time before and I explained if it was an allergic reaction then it would be all over her face as well as on her neck.....She’s adamant it’s a reaction to the products in her facial but it’s such a small area I don’t believe it is....
Thanks in advance
You might be correct but you can’t be 100% certain.

I’m not a doctor but I do suffer from a few allergies and weird reactions and I can advise that you can suffer a reaction to a topical product in an entirely different area of the body to where the product was applied.

It’s also not uncommon to suddenly become allergic to a product that you’ve used for years without any previous issues.

Do you always remember to ask about any medication changes prior to starting any treatments? I find that some clients need a nudge to remember that the tablet they take for X condition has recently been swapped by their GP for another brand, etc...

Also, I know you haven’t had many cases of Covid over there (so this is only a tiny possibility), but we are hearing more about the strange after effects that people who have recovered from Covid, are experiencing.
 

essentia

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I agree with Rosie R. The neck can be an entirely different story. I was thinking of P.o.C when I read your post. However you can get localised hotspots. If you have done any facial peeling training you will be familiar with hotspots, reactive areas that can result through more specialised protocols. Also look into her history of eczema, allergies, hay fever etc. These will be indicators for closer assessment during treatments.
 

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