That day a client's 'miracle cream' ruined my whole facial plan

A regular came in for a hydrating facial last Wednesday, but she'd just started using a cheap drugstore retinol cream without telling me. Her skin was so red and tight I had to scrap my entire routine and just do a 20 minute oat milk compress. It set my schedule back an hour and cost me two other appointments. Anyone else had a client spring a new product on them right before a service?

3 comments

3 Comments

joseph9321mo ago

Ugh, did you at least charge her for the full service since it was her product that changed the plan? I had a lady show up with a terrible sunburn once and insisted on her usual peel. I had to flat out refuse and just gave her aloe gel, but I still charged her a cancellation fee because my time was booked.

caleba641mo ago

Honestly, I probably would have just done the peel and then felt bad about it later. My backbone in those moments is about as strong as wet paper. Good on you for sticking to your rules and charging the fee. You can't just burn up a time slot and expect nothing to happen. I'd be worried she'd blame me for making the sunburn worse, you know?

tara7451mo ago

Remember my friend who does lashes? She had a client show up with a full face of heavy foundation after being told to come bare-faced. She had to spend the first half of the appointment just cleaning it off. Still charged her full price though, that time slot was gone!