It is human to err. We all make mistakes, and there isn’t one of us in this industry who hasn’t had some sort of mishap in the treatment room. Since I worked alone for so many years, I had to figure out how to treat these situations on my own. Now I’m happy to share my advice with you so that you don’t freak out when these snafus occur:
1. Waxing Burns or Bruises
Burns and bruises happen when the wax is too hot or thick, or when your pull is not on point. In the case of a burn, pick your remedy: calendula cream, aloe vera, Neosporin or Silvadene will all help alleviate a burn. Bruising occurs when you do not pull correctly. It means that you pulled up from the skin instead of across it. Or it may mean that your wax is too thick and your pull is too strong. Bruises are best dealt with by immediately applying arnica gel. Cool compresses or chilled cucumbers will bring relief too.
If you mess up, fess up! Let the client know, and give them a discount or refund them for the wax. If you think the burn is so bad that it has broken the skin, see #2.
2. Breaking The Skin
This can be caused by pulling too hard and actually splitting the skin. It is most common in very sensitive areas. If this happens, do not panic. Apply pressure immediately. Clean the area with a sterile tissue and apply an antibiotic ointment such as Neosporin, Bacitracin or Polysporin. Tell the client and do not charge them for the service. If it’s a very small breach of the skin, tell them to keep it clean and keep an eye on it. If it’s large, you must send them to urgent care because the tear may require stitches. Ensure that you follow up with them. While this may be really scary, remember that their skin will heal and that they will be okay. At Queen Bee, we generally offer to pay for medical expenses. This is something you should consider doing if you cause an injury during one of your services.
3. Reactions: Hives, Whiteheads, Red Bumps and More
Some people are prone to hives. They know this and will deal with them when they get home. However, if they start getting hives and are surprised, stop the service. Have them take an anti-histamine. If you have hydrocortisone, apply it on the area with a little aloe vera mixed in.
If whiteheads rear their ugly heads after a wax, have your client send you a photo of them or come in so you can take a look and treat the area with benzoyl peroxide and high frequency – or another service that involves antibacterial treatments. If they cannot come in, have them apply an antibiotic ointment and cleanse with a gentle antibacterial wash. Make sure you tell them not to pick, as this will just makes things worse.
For red bumps, use hydrocortisone, aloe vera, antibiotic creams – anything soothing that decreases irritation. Even popping an anti-inflammatory will help. Remember, you can avoid reactions by ensuring that you know what your clients allergies are. (Make sure to have all clients fill out an intake form with this information.) If your client is very concerned about their skin after a reaction, make sure that they come in to see you so you can treat their skin professionally. It’s just good customer service to follow up and it’s very reassuring to the client.
4. General Client Complaints
Always listen their side of the story without interruption. Apologize if you are to blame and ensure you offer the client a nice discount or whatever you feel they deserve.
1. Product Reactions
If a client reacts to a product you’re using, have them pop an anti-histamine. Apply a soothing mask that contains a calming ingredient such as cucumber or oatmeal. Cool compresses will also take away burning and itching sensations.
2. Markings from Extractions and Microderm
If you’ve got a heavy hand and have broken your client’s skin, you had better know how to deal with this so that they don’t end up with scarring or hyper-pigmentation. If this happens during the treatment, apply an antibiotic cream or a deep healing and moisturizing mask. Let the client know that they may see some scabbing but that once it falls off it will reveal new skin. If it’s very deep, I would suggest sending your client to their dermatologist for prescription-strength cream.
I could write another 10 pages about dealing with sticky situations, so if you’d like more info, check out our academy pages or reach out to one of our Academy Leaders for assistance at firstname.lastname@example.org.