The Facial: all links so far

• Client Preparation: Part I 

• Client Preparation: Part II

• When a client comes in sick

• One facial experience—not a great one

• Preparing for your client’s arrival

• Don’t keep silent in a facial—music-wise

• Preparing for your client when you don’t work alone

• The “Oops” Factor

• Things that go BUMP....in the facial 

• Details on chart writing

Details on chart writing

In case you’re interested in what exactly I write on my client charts per facial, here are several examples of actual notes from a few of my client’s charts. As you can see, there is a uniformity to the notes although each entry is different in its own way.

This first entry is from the first facial of a long-term, monthly client of mine. In seven years, I think she has missed or had to cancel only 3 or 4 appointments. She is regular!

• 10/7/08—Very congested-tons of embedded blackheads. Pustules & papules—not too bad. Esp (R) mouth—phone (knows it). Not easy to ext—tried to get BHs & any obvious infections. Shorter massage. Used JUV—15—52—D1. Massaged until soaked in. Ac—103 & JUV. (s) all. Needs Yonka & my facials for now. Acupuncture weekly. Good self care. P—MILK/GEL—LPNG—15—303—103—TS

As I’ve mentioned in previous articles, writing down the details is an important process in chart writing. Thinking you will remember may work for you, but it never really has for me. If I don’t write while the client is masking, I will miss certain things that may be important. Once the client has left the building any number of things can happen to distract you from writing on her chart. The phone could ring, a text might come in, your next client might be really early. My point is: write things down when they are fresh in your mind. Otherwise you might forget to remember.

In the left, blank area of the chart of the following client, I noted: 5 wks; 15 min early. The five week note just lets me know she was one week later than her usual monthly appointment. And as I’ve said—clients do show up early, so be on time! I noted that because if she continues to be early over and over, I will need to get to the office a bit earlier to be sure I’m ready for her—vs. asking her to come a bit later. If she was continually 15 minutes late, that might be an issue that could be addressed at some point.

• 03/10/15—Very worn out. Work is stressful until the end of this month. She was so tired—she fell asleep during massage—a first! Used MILK—GEL—303—305—MICRO—GAUZE—D1—EXT—JUV—52—PG/SERUM—MASSAGE—Pc/Nc—103. P—15
• 4/14/15—Looks great. Just a few more BHs than normal but NO INFECTIONS! Said she has been changing her thyroid meds, which seems to help her skin. So—we’ll see. New great realtor who will sell house--she looks much more relaxed than last month. Used MILK—303—305—ALPHA EXF—GAUZE (so sticky!)—HYD—Ext many BHs (some w/lancet help)—JUV—52—PG—SERUM—PAMPNG—MASSAGE (slept)-Ac-103. P—EAU (-20%)—travel EAU

This process has of course evolved over the years. I never entered every single product I used on a client’s skin although I highly recommend you start off doing so. I now write about 10 lines of notes on the chart; in earlier years I may have written just a few. Over time I discovered how invaluable writing down more about each treatment helped me for the next facial with each client. I certainly can’t remember one month to the next every detail about one client’s facials. Can you?

For more information, see:

• Client Information Charts—Part I
• Client Information Charts—Part II 

Things that go BUMP....in the facial

If you have ever had a facial where the aesthetician wasn’t conscientious about how her movements might affect you, then you will know what I am talking about here.

When my facial table (it’s a massage table) is lying completely flat, my knees are very close to the table. In fact, when I wear high heels to work, I have to slip them off once I’m sitting down to do the facial, otherwise my legs wouldn’t fit under the table.

There are many times during a facial where, if I wasn’t paying close attention, my knees would knock into the table and my client would feel a bump. Since this is unwanted, I’m very careful about my movements. Although I am conscious of what I’m doing at every step, it really isn’t that big of a deal to me. What is a big deal is not bumping into the table while I'm giving a facial.

Just a little tip to remember to keep you looking, sounding, and in this case feeling like a professional. It’ll be smooth sailing for the entire treatment.

The “Oops” Factor

The following, as with all that I write about on this blog, is my opinion usually coming from my 30 plus years working as an aesthetician. I present this information in hopes of helping you find your own way. The following recommendation along with Things that go BUMP...in a facial (link below) are just two examples of subject matter that came to me while giving a facial.

Once in a while something will happen during the course of a facial treatment that either might be a mistake on your part or you simply dropped something or whatever else. When something unexpected happens, I recommend never saying anything like “oops” when it happens. This may seem like a silly suggestion or perhaps an ultra-picky recommendation, but just the word “oops” connotes to the client that a mistake has been made—something you really don't want to convey to your client.

I’ve been a working aesthetician for over 30 years. In all that time I have not come out unscathed as far as making mistakes in my facials. It doesn’t happen often, but things do happen. Probably a dozen or more times (again, in 30 years) I have accidentally dropped a dollop of clay mask into a client's hair. Oops! I usually go on with what I was doing, applying the mask, then try to get the clay out without saying a word, and usually I can (unless I pull the hair). A little water on a towel and the clay will come right out since it hasn’t dried yet.

I drop the caps of my product tubes from time to time. I don’t interrupt the facial to retrieve them, I just wait until the client is gone and when I do my cleanup, I’ll find it, wipe it off, and replace the cap on the tube. No biggie. This was harder when I had hardwood floors in my Chicago office, but I still didn't miss a beat when a cap would fall. We both could hear it, but because I didn’t oops it or say anything about it and just continued with the facial I’m sure my client didn’t spend any time thinking about it.

If something liquid falls it will be more obvious and of course you will need to not only say something but probably at least throw a towel over the area for the time being. (I wouldn’t suggest cleaning it up right then during a facial. I personally wouldn’t want someone’s hands on my face who was just cleaning something off the floor—even if you rewash your hands. Some things are just better left until the client leaves.)

Saying things like oops, oh my, yikes, oh no, or any other facsimile that might inadvertently come out of your mouth when something has gone wrong will only serve to make your client feel uneasy. And the most unfortunate thing is she may worry about whatever you told her went wrong for the entire facial. “I accidentally got clay in your hair. I’ll be sure to get it all out—don’t worry” is sure to make her if not worry, have some concern nonetheless.

Obviously, if something has gone tragically wrong and you need to let your client know—let her know by all means! But if you dropped something on the floor—just go on with the facial and your client doesn’t have to be the wiser. If you dropped something you need at that moment, take a Kleenex and pick it up off the floor, wipe it off if need be, and continue. You are not deceiving your client by not proclaiming the oops factor (that you made a mistake); you are allowing her to keep calm and relaxed and not focused on what you are doing wrong, which of course is of the utmost importance all facial long. 

You may not think what I’m saying is true, but I am talking from experience. There was a time long ago when I would utter oops or something else when I’d drop something or the rare time I would get a tiny bit of clay in a clients hair. “Oops, I just dropped a bit of clay in your hair—sorry.” The client is supposed to be relaxing, not worrying about accidents that might be happening, so unless you need to speak up, clean up dropped or spilled items when your client has happily exited your office. In the case of, for instance, getting a bit of clay mask in her hair, try to get it out without disturbing the client, and know that you can do a better cleanup job once the facial is over.

Also see:

• Things that go BUMP...in a facial

Preparing for your client when you don’t work alone

For most of my career owning my business, I have worked in a private salon space—alone. Since moving to Boulder I have actually never had a space where I wasn’t sharing with others in an office suite. Because of this there are different personalities and different views on what is acceptable in terms of how the public areas are kept up and tended to—or not. For me, I like things a certain way before a client comes in so I know she will not be scrambling for a sheet of toilet paper or she’ll have plenty of soap to wash her hands with while in the bathroom.

If you find yourself in a group sharing situation and you are the type of person who pays attention to detail, you may run into others who have their sites set on other things. You might, therefore, find yourself taking more care in keeping things stocked in the public areas as well as cleaned and organized. I would recommend simply taking on these minor “chores” as part of your job so you don’t feel as though you shouldn’t always be doing them. You are in charge of what battles to pick in life, and this certainly shouldn’t be one of them.

One of the first things I do when entering my office area is look at all the places the client will be and be sure everything they will need is there. This is mainly the bathroom. Is there enough toilet paper on the roll? If not, is there a backup? Are paper towels plentiful, or in some of my own salons I used individual washcloths for clients to dry their hands—are there enough? Is the area clean? Any odd things that shouldn’t be there ought to be disposed of before your first client of the day arrives. And you’ll need to check these areas before every other client comes in for their treatment.

I have been to many establishments where this kind of detail was overlooked. Not having toilet paper in the bathroom certainly isn’t a reason to stop frequenting a particular business, but even the little things can add up. Keeping your space “user-friendly” and fully stocked is an important aspect to your daily life at the office. Get into good habits early on, then they don’t feel like chores but just part of your every day.

Also see:

• Preparing for your client’s arrival 
• Client Preparation: Part I 

Don’t keep silent in a facial—music-wise

I don’t recommend not playing some type of relaxing music during your facials. For anyone looking for good music to play in your treatment room, the following blog post at ageless beauty, timeless skin has a list of all the CDs I have in my facial music library. Just click on this title to be taken to the full article: De-stressing Quick Tip: Music IS the doctor!

Preparing for your client’s arrival

Here is a basic rundown of what I do on work days. It’s not anything out of the ordinary, just a day in the life. I am trying to give you some examples of things to think about when you open your business to the public.


As I enter the suite of offices, I put the proper lighting on—dim to create a relaxing environment vs. super bright light. I open my office door, put down my appointment book, take out my iPad and phone and tuck my keys away. I immediately start to get my place ready for the client. I like to be 100% prepared in case she is early. Quite often I have had a client who walked in 20 minutes before her allotted appointment time. Some may be only a few minutes early (or late), but always being prepared is a good habit to get into.

Next, I get the hot water started in my facial room and pour concentrated toner and my super sponge bowl elixir into their prospective bowls while the water heats up. I turn the electric blanket on to heat the bed so it will be nice and warmed up for my client’s arrival.

Then I go into the bathroom and make sure everything needed is in good supply. See Preparing for your client when you don’t work alone (link below) for information about this crucial and perhaps overlooked step.

Now I pull the charts for the day and read my first client’s last facial information. This is another very important step to get you prepared to greet your client. If she is a new client today, I’ll write what I know—name, phone number, and usually how she found me under the referral part of my client chart. See Client Information Charts—Part I and Part II for detailed information about this essential piece of paper.

During our initial phone call I made sure to get the correct spelling of her name, so I’ll write that down as well as her phone number. If she was referred by someone I will know that too (from the phone call) and I’ll write that information on her chart. If applicable, I’ll get out a referral appreciation postcard, pull the referring client’s chart, address the postcard and write on her chart the date that I sent the thank you discount (today) as well as the new client who she referred in. As you can read in Referral Appreciation Discount Takeaway & Postcard, I usually send the postcard when I leave the office that day.

Once my water is fully heated and everything in my room is in order, I’ll usually go out to the suite lobby and wait for my client to arrive. I always have my phone with me in case she calls or texts me about being late, or perhaps she is new and can’t find my office building. I’ll work on my iPad until I see her come through the front door. Now we are ready to get started.

These steps may all seem obvious (and many of them probably don’t or won’t correlate to how you start your day) but I include them here in case there are any tidbits of information that can help you as you start and manage your business and clientele.

When I was in Dallas and Chicago, I had my own, private office space. My routine was still very similar to what you just read. Making sure I am 100% ready for my client—in the facial room, the bathroom, and even the lobby area—is very important to me. A bad first impression is hard to change.

For more information, see:

• Preparing for your client when you don’t work alone
• Client Information Charts—Part I
• Client Information Charts—Part II 
• Referral Appreciation Discount Takeaway & Postcard 

One facial experience—not a great one

Read this article on my layperson’s blogsite so you can get a bird’s eye view of how your clients may be experiencing your facials. Attention to detail is always important.

I highly recommend getting facials from several different people. I recommend this when you are first starting out because you will get a great education on what you like and what you don’t like in regard to a facial treatment. This will give you important information for your own facials. And going for facials throughout your career will continue to give you feedback on how you perform your services and how it makes you feel as a client.

Click here for my comments on one facial experience I had, unfortunately not a very good one.

When a client comes in sick

I have said it before and I will gladly say it again: I really don’t like it when a client comes in sick to her facial appointment! I personally rarely get sick therefore I have not had to cancel too many appointments in my career due to an illness. But I have gotten sick on numerous occasions when a client has come in “under the weather.” Usually the illness passes through me quickly, but I still have to load up on supplements and immune stimulants after I have encounter a client who has made the decision to get her facial while she is not well.

I always have a surgical mask at the ready that I can wear if someone comes in sick and I don’t have it in me to turn her away. In Letting go of clients (see link below), you can read how I did turn a sick client away when she came in for her allotted facial. There is one more instance I can remember when an out-of-town client came in—sick—but asked me if I still wanted to do her facial. I said no. So she purchased some products and left. I haven’t heard back from her, although she didn’t frequent my business more than once or twice a year. Still, it could be lost business, but I stand by my personal edict: If you’re sick—stay home! And I will do the same if I am not feeling well, in deference and as a courtesy to you.

The downside to wearing a mask is, because I am looking down to give the facial, the mask creeps up close to my eyes. When a client is sick even when I’m wearing a mask, I try to keep my face further away from hers than I would normally. To say the least, it is difficult to give a facial with these masks on. I don’t like it, but I do the best I can. I will say without a doubt any client who has come in semi-sick to sick and I’ve had to don a mask did not get the great facial I would normally give them. I can’t breathe well, it’s harder to see, and I am literally trying to keep as far away as possible from their mouth and nose—where the germs are.

Everyone has their own battles, and this is definitely one of mine. I choose it in order to keep me well. If I’m not well, no one is getting a facial from me. If I come down with something and am unable to work, because I own my business, no one will be paying me if I’m home sick. And I will cancel appointments if I’m sick. My policy does go both ways.

I am giving you this information, my personal experiences, so that you can make the right decisions for yourself. Perhaps this is not one of your battles. I know a few acupuncturists who deal with sick clients all the time. They do not turn them away; they treat them! To me, a facial is not somewhere to go in sick—nor a massage. But you, as a business owner, will make your own decisions and policies that work for you.

All of these articles, whether about how I run my business or how I work with clients, is all about me and my way of doing things. I present this blog to you as a guide to help you as you make your way as an entrepreneur. Ultimately, you will decide what is right and wrong for your business.

Be sure to read Letting go of clients if you find you need to say goodbye.

Client Preparation: Part II

As I wrote about in Client Preparation: Part I, I am always in my office before my scheduled client arrives—even if she’s early I am there to greet her. Here is a general rundown of what I say and do once she has walked through the front door:

The Initial Greeting. Assuming this is a first-time client, I stand up, put my hand out and shake her hand, asking “Are you Mary?” and introducing myself, “Hi, I’m Carolyn.” I do this in my current office because there are several professionals working in the suite. However, I did this (introducing myself) in my other offices where I worked alone. I never assume anything, even that the client knows my name. And I always know their name before they walk in the door. That may seem obvious or it may even sound unimportant, but in order to make a good first impression and have an instant connection with this new client, knowing her first name upon introductions is crucial. In other words, I’m not saying “Hi, I’m Carolyn. Who are you?” I have had facials where the aesthetician didn't make a formal introduction (why not?) and it felt like a true connection was never made.

Room introduction. I start walking to my facial room, asking if she needs to use the bathroom. I highly recommend having this “service” available. After all, who can relax when they have to go? If she opts for this, I tell her she can leave her things (purse and coat if applicable) in my room and meet me back there when she’s done.

Instructions. Once in my room, I tell my client this: “I’m going to tell you what I need you to do, then I’m going to leave you to do it.” Many times this gets a chuckle as a response. I’m not sure why exactly, maybe because I’m so deliberate. Regardless, I want them to have full knowledge of what is going on and why from the minute I meet them till they leave my front door. Here is what I tell them:

• I’m going to have you put this smock on like so [demonstrating that the smock goes above the breasts but not over her shoulders].
• I’d recommend taking your pants off since you’ll be lying in this bed under a lot of blankets plus it’s heated underneath, so you’ll be more comfortable if you take everything off and just wear the smock.
• If you want to leave your bra on [some clients do], just slip the straps off your shoulders so that area [the décolleté] is clear.
• You can wear these socks or keep your own on—or not wear any at all. [I supply socks as well as a smock so I make sure my client is comfy.] 
• There are hangers behind the door, or you can put things on any flat surface. [I have a desk, as well as a little high table for them to put their things.] 
• I need earrings and necklace off. [Some ask about rings, but I don’t do anything below the décolleté in my treatments. If you do, obviously, have them take rings and bracelets off as well.]
• Before you get into the bed, just open the door a little bit so I know you’re ready, then climb in and I’ll come in and give you a facial!

Note: I supply both simple elastic-top smocks and smocks that close with Velcro. Some women fit into the elastic smock just fine; others need the ability to expand the top, so the Velcro style closure makes a better fit for these women.

The smock and socks are already waiting on the heated bed.

I don’t like waiting and wondering if my client is ready and in the bed. Since I’m not a mind reader, I like the client to crack the door open so I’m not left to wait, knock on the door and say “Are you ready?” I already know she is because she has opened the door a bit. I wait a few seconds so she can get under the blankets, then I go in and give a great facial.

My preparation. I leave them in the room to get ready while I go and thoroughly wash my hands. I can only hope that all aestheticians are doing this—washing their hands. I have been to a few facials and several massages where I did not see evidence of this most basic sanitary procedure. What can I say?—Ick!

Continue to read posts on client preparation and giving the facial to understand how I have been working as an aesthetician for over 30 years.

Client Preparation: Part I

You never want your client waiting for you!

I have written several articles on preparing for your client and client preparation. Here I am giving you some aspects of my routine and my recommendations on what to do prior to your client arriving for her facial appointment. 

Arrive early. I always get to my office 30 minutes before my scheduled appointment(s). Always. It only takes 5-10 minutes to prepare my room and I want to be there when my client arrives; and sometimes they might be early. In some of the shared office suites I’ve worked out of, occasionally one of the therapists wouldn’t be there when her client arrived, which feels unprofessional to me.

Pull charts. I pull the client charts for the day—or the week. The only hiccup with pulling charts for the week is inevitably you will have changes in your schedule due to rescheduling or last minute cancellations. If this becomes bothersome, simply pull charts for your clients the day of their appointment. During this 30 minutes I have before my client arrives, I will read what I wrote from her last facial—at least—to see what was going on with her skin on her last visit. Therefore I am in the know before she walks in the door.

On each individual chart I write about the client’s skin condition, but I will also include a conversation that was significant (perhaps a relative passed away or a beloved pet, or she’s newly engaged or recently married). When she comes in, I can reference details from the last conversation, which is not only “nice,” but more importantly it’s a relationship building exercise. If I don’t write things down, I rarely remember. Obviously I write copious notes about her skin’s condition so before she walks in the door for her facial that day I am aware of the past and can compare her skin today. This is so important.

Write down everything. I have had many (most, really) facials where the aesthetician didn’t write down anything—to my knowledge. She didn’t ask me pointed questions and certainly didn’t write down answers to questions she was asking me then and there. Perhaps she wrote things after I left or later some time. If I don’t write things down while my client is there, the exact information that I’d want to have on her chart doesn’t get written down. Many times when it’s been a crazy day I’ll write later after that client has left, no doubt missing certain things. And occasionally I will simply write “DIDN’T WRITE” on the chart and try to jot down things I do remember. This note of not writing is a reference for me so when she comes in again I’ll know I may not have all the info I “should.” The didn’t write situation happens rarely, but it does happened.

For more information, see:

• Client Information Charts—Part I 
  
• Client Information Charts—Part II