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The Dreaded Client Statement

As an esthetics professional, if you have been doing chemical peels for any period of time, you will eventually have a client say this dreaded statement:

  " nothing happened", "my skin did not peel".

Almost every beauty therapist, who performs chemical peels and exfoliation treatments, has had this happen. As an esthetic professional you know that "something" did happen.  The situation can and does feel somewhat uncomfortable and you feel as a professional that you are being questioned about your skill.

Let's examine why the client states "nothing happened" or "my skin did not peel'.

• The client "hears the word peel" and expects to peel.  Not superficial, dry flakes of skin.
• The client  assumes that if the skin is not visibly peeling, or visible sheets of skin peeling, then nothing happened.
• The client states "nothing happened" and they mean no benefit to the skin. Wasted time and money.
• The client does not know or has not been explained the difference between "exfoliation treatments" and "chemical peels".

Exfoliation: What Clients Do  |  Peels: Professionals Provide

Clients are generally using products or applying some type of exfoliation method at home, and are choosing to go to the professional for the "peel". 

Unfortunately, if you read the many blogs or forums on the internet, you will read how consumers, our clients, are taking their "peels" into their own hands. Why?  Because they feel that if they take the time to schedule a peel, and pay $100-$200 or more for a peel, they expect to peel.  Not superficial, mild flaking of the skin.  The client equates "lots of skin peeling"  as a "great result".

This is where the confusion and problem lies: 

• Calling a 20% glycolic acid peel a "peel" versus calling a TCA peel a "peel". The client hears "peel" for both acids. The client gets confused.

Generally, physicians would consider a 30% Glycolic Acid Peel as a very, very superficial exfoliation and not a "peel".

  Ask Yourself  

Can a 20% Glycolic Acid Peel behave the same or applied the same as a 20% TCA Peel?

As professionals, we should probably be referring to glycolic, lactic and mandelic as "exfoliation treatments" and TCA, Jessner with TCA, Jessner, Modified Jessner, and Salicylic Acid 30-40% as "peels".

What to do | About Client Expectation

During the skin consultation and skin analysis, clarify & explain to the client the difference between exfoliation treatments and chemical peels.

• Exfoliation treatments produce minimal to little visible flaking. They allow the client to continue to go to work , attend events, and socialize. What we professionals refer to as "no downtime". These "exfoliation treatments" will require a series of treatments over several weeks or months for good results. The improvements are gradual over time.
• A "true" chemical peel, will produce visible peeling to heavy facial peeling. During the peeling phase, they choose to limit going out or attending social events.  This is what we refer to as "downtime". These type of peels  can be performed 3, 4 or 6 times a year. This type of chemical peel provides the most significant changes to the skin.
• Take into account the clients lifestyle: some clients cannot have "downtime". And if they do, schedule the "chemical peel" over a long weekend or over their vacation. The chemical peel needs to be performed 3-4 days before the weekend or vacation.  Meaning, the "peeling phase " will occur over the long weekend or vacation.
• Have the client have "exfoliation treatments" on a regular basis, which prepares the skin for the "chemical peel".

Author: Rita Page, CIDESCO, Clinical Aesthetician, Laser Technicain, Cosmetologist