Solving Your Client's Skin Care Concerns

As you can well imagine, I get a large number of product questions each week, many of them through my work email address, many of them posted to my Facebook wall (which I always try to answer on a daily basis) or through private messages on Facebook (which by the way, I don’t look at) many of them relating to questions about allergies, skin conditions and skin sensitivities.  As much as I attempt to stay on top of the questions that come in, it can sometimes be very difficult when I am in meetings most of the day and an increased travel schedule.  While we do have a dedicated staff that is trained to address these questions in our care center (product@beauticontrol.com), there is still at least a 24 hour delay in response much of the time…which actually is pretty remarkable.  I am not aware of any other cosmetic company that offers the assistance that we do when it comes to product questions.  Every new employee that we bring in from other companies is astounded at our dedication to customer service and personal contact.   

While we have many resources that are available to help you answer your clients questions, through BeautiNet, my blog, etc, many of the questions that come in can really be addressed though a series of questions and product knowledge.  I thought it would be a good idea to share the checklist that I use to help you answer your client’s questions immediately so you are not waiting for us to get back with you…giving your clients even more confidence in your knowledge as a skin care expert.

In order to effectively address the questions from your clients, there are a series of things that you must ask to ensure that you are offering the best response:

• Does your client have any known DIAGNOSED allergies (many people have assumed allergies, but unless they have been diagnosed, it is likely that they have made this assumption and it is often times incorrect)?
• Does your client have any known skin conditions, such as rosacea, eczema, psoriasis, etc. (remember, we are not a drug company, we are a cosmetic company.  Our products do not treat or cure a skin condition, but we can help treat the symptoms of the condition)?

• If the client is experiencing breakouts:
  • Is there a history of breakouts?
  • Are they going through any unusual circumstances such as stress, pregnancy, hormone changes, etc?
  • Were they breaking out before they began using our products or only after beginning a skin care regimen?
  • What EXATLY were they using in their skin care regimen?
  • How long had they been using these products?
  • What were they using before BeautiControl and what were the results?

• If the client is experiencing a reaction or product irritation:
  • What EXACTLY are they using in their skin care regimen…including other brands, prescriptions?
  • Specifically what are they symptoms of the irritation…such as burning, peeling, blistering, redness, dryness?
  • Did the irritation begin after the initial use of the products or after continued use?
  • How often were they using the products?
  • Have they made any changes such as laundry soap, household chemicals, etc?
  • Do they have any DIAGNOSED allergies to ingredients?

• If your client is asking about products to address certain skin conditions such as eczema, psoriasis, lupus, diabetes, etc…remember, we DON”T treat or cure a condition, but we can treat the symptoms.  Therefore, the questions that you would ask would be a little different than those asked to address an allergy, breakouts or irritation:
  • Where on the body are they having the concerns?
  • What SPECIFICALLY are they experiencing?  Itching, redness, irritation, dryness, flaking/scaling, rash, hives, breakouts, etc?
  • What products have they tried before and what were the results?
  • Do they have any DIAGNOSED allergies or skin sensitivities?

Once you have asked the appropriate questions, then you will know exactly how to address the client’s concerns.

If your client is experiencing skin irritation as a result of using the products, first it you need to determine whether the irritation is the result of an allergic response or over-use of the products:

• If the reaction manifests itself in the form of a blister, rash or extreme irritation and discomfort, this would indicate an absolute reaction and the product will need to be discontinued immediately.
• If the reaction manifests itself in the form of mild redness, flaking or peeling, this would indicate that the product is highly concentrated and may be too aggressive for your skin and should be introduced into the regimen more gradually.  If the product was supposed to cause exfoliation, then this is not out of the ordinary.  AHAs, PHAs, and Retinol are all ingredients that will likely cause mild tingling, redness and peeling.  This is part of the exfoliation process and will alleviate itself after the skin has adjusted to the strength of the product.  You may find it beneficial to recommend that the client reduce the frequency of use to once daily or every other day to help the skin adjust more gradually.

Treatment: 

• In the event that a product, or regimen of products, causes a reaction, immediately discontinue the product and allow the skin to heal.  Depending on the severity of the irritation, this could take up to 10 days before you should attempt to try the product again.
• If the product caused an immediate reaction and the consumer is certain that it is incompatible with their skin, immediately refund the price of the product and contact the Consultant Care Center for a product replacement.
• See your physician if the irritation is severe and/or lasts longer than a week.
• If the reaction appears to be the result of over-use or overly sensitive skin, and you want to try again to attempt to use the product:
  • After the skin has completely calmed, try the product again, (one at a time, in the event that you are unsure of which product caused the reaction).
  • Use the product less frequently than you were using when you first noticed a reaction to see if that corrects the problem.
  • Another alternative is to conduct a patch test.  To conduct a patch test, place a small amount of the product on the inside of the upper arm.  Leave on the skin at least overnight up to 24 hours.  Look for signs of irritation.  Since this skin is very similar to the skin on the face, it should give you some indication as to whether or not a product will be tolerated by your skin.
  • Discontinue use if your skin does not respond well to the product.

For the majority of your clients (both women and men) with no skin sensitivities:

• First have them take the Skin S.P.A. quiz and get them started on the recommended products.
• Have them use the basic regimen first for a few weeks, then follow up to recommend their recommended add-on products after you determine how the skin is responding to the basic regimen.

If you have a client that has sensitive skin or is prone to unusual skin allergies or has skin conditions that leave their skin easily irritated:

• First have them take the Skin S.P.A. quiz and get them started on the recommended products.
• If they cannot use the BC Spa Facial products, they use the Skinlogics Sensitive products as a fallback.

If your client has problematic acne breakouts – meaning constant, frequent and numerous breakouts:

• First have them take the Skin S.P.A. quiz and get them started on the recommended products.
• Ensure that they are only using a very small amount of the AM moisturizer.
• Have them use the basic regimen first for a few weeks, then follow up to recommend their recommended add-on products after you determine how the skin is responding to the basic regimen.
• If the acne persists, you can add the Cell Block C multivitamin capsules to the AM regimen and the Regeneration Overnight to the PM regimen.
• If the condition has not cleared after a 6 week of consistent use, then you can recommend the Skinlogics Clear as an alternative.

If your client has occasional breakouts – meaning only during particular times of the month (how is that for tactful?), or one or two a week:

• First have them take the Skin S.P.A. quiz and get them started on the recommended products.
• Ensure that they are only using a very small amount of the AM moisturizer.
• Assess the “breakout” to determine if it is a rash, acne breakouts or mila (small white bumps that never come to a head)
  • A rash will manifest itself typically within the first 48 hours of use. Look for small, clustered blister like bumps that are typically red and irritated.
  • Acne breakouts are pimples that occur sporadically and often come to a head.
  • Milia is a condition caused by using a product that is too rich for your skin or by using too much of a leave-on product. Milia never comes to a head and can develop after using the products for several weeks or months.
  • If it is a rash, then stop using the products and try to identify the source of the irritation. Often, this can be done through a process of elimination. Use Protective Services to help calm the irritation and allow it to calm before attempting to start the regimen again.
  • If it is an acne breakout, please note that this is not uncommon during the first 30 to 45 days after changing a regimen. If the acne continues beyond this time period, use the guidelines mentioned above for problematic or occasional acne breakouts
  • f it is milia, begin by using less of all the products that you are currently using…a little goes a long way. If the milia continues, adjust the amount of products in your regimen that contain heavier moisturizers.  Use a clay based mask to help draw the milia from the skin and clear the pore.  You may also find that Microdermabrasion will aid in helping the mask to work more quickly.

If your client is prone to blackheads:

• A black head is caused by pore clogging debris that becomes oxidized and turns black. Black heads can be removed by removing the debris from the pores. Microderm Abrasion is great for clearing a blocked pore, although sometimes a more aggressive treatment is necessary to “pull” the debris out of the pore. You will find that a 2 to 3 times a week application of a mask such as the BC Spa Detox Clay Mask or the Skinlogics Clear Purifying Scrub/Mask is effective for drawing the debris out of the pores. Keeping the pores cleared of debris will help prevent future black head problems

If your client has dry skin conditions or health concerns that cause them to have dry and/or flaky skin: 

• Take the Skin S.P.A. quiz to ensure that they are using the correct AM moisturizer
• Increase the frequency of use of the BC Spa exfoliating polish to help remove surface dryness and allow better penetration of the moisturizing ingredients.
• Add a few drops of the BC Spa Solutions Radical Hydration Concentrate to their AM and PM moisturizers or apply directly to the skin for increased hydration
• It is important to note that when a person begins using more aggressive treatments such as AHAs, PHAs and products containing retinol, the skin will likely experience surface dryness and temporary flaking/peeling during the first few weeks.  While it may seem that the products are “drying” the skin, in reality the product is doing what it is supposed to do by chemically exfoliating the surface cells so they can be removed through the process of your physical exfoiators such as your BC Spa Facial exfoliating polish and your Microdermabrasion treatments.

If your client is experiencing hyper-pigmentation (age spots or hormonal skin discoloration):

• Regeneration Overnight – as part of a PM regimen
 will help to correct and protect the overproduction of melanin at a cellular level
• Microdermabrasion, used 2 to 3 times per week to help diminish the appearance of skin discolorations
• Cell Block C Brightening Elixir on the areas of discoloration to help bleach the discoloration

I have written a very extensive blog on this topic which will help explain the cause and the treatment of hyperpigmentation.  Click on the link below for more information:

Hyperpigmentation

If your client is suffering from psoriasis:

Psoriasis of the skin has several common symptoms. It is often itchy and may cause painful drying, cracking, or flaking skin. The best products to recommend to treat the symptoms of psoriasis would include:

• BC Spa Solutions Radical Hydration Concentrate to moisturize the skin and alleviate flaking.
• Corticure Comfort Lotion -  to relieve itching and irritation on the body
• Protective Services – to relieve itching and irritation on the face
• BC Spa Facial tonic with PHAs to help dissolve the dead skin, followed by the BC Spa Facial Scrub to help smooth away flaking skin.

If your client has rosacea, I have written a very extensive blog on this topic.  Click on the link below to learn more about this condition and how recommend products accordingly:

Dealing with Rosacea

If your client is experiencing eczema on the face or body, I have written a very extensive blog on this topic.  Click on the link below to learn more about this condition and how recommend products accordingly:

Dealing with Eczema

What products can be used during pregnancy? I have written a very extensive blog on this topic.  Click on the link below to learn more about this condition and how recommend products accordingly:

 Pregnancy and Product Use 

It is important to remember that our products are not a substitute for a physician’s care when more serious skin issues are present. BeautiControl offers cosmetic products, not prescription drug products. We do not diagnose a condition, nor do we treat a condition; rather, we can recommend products that can help address the symptoms or offer solutions that will not aggravate the condition further.

  Many skin conditions require the attention of a physician who may recommend a prescription medication for the condition. If cosmetic products do not help alleviate the concerns, it is our suggestion to consult a physician.

I know this is a long one, but one that I hope will help better equip you with the answers you need to address your client’s questions and make YOU the skin care expert.