I have a very nervous client who is extremely tense. How to I put them at ease?
First, you have to know how to greet a nervous client. Always offer a warm handshake and introduce yourself. For example: “Good morning I’m…and I’m going to be your waxer today.” As you lead your client into your room, keep up the conversation, give a compliment on their clothing, ask how their day is going, etc., to make them feel comfortable.
Once in the room, reassure your client that you are not going to do anything they are uncomfortable with. You’ll take it slow, and if they don’t feel comfortable going through with the service, you will stop. Keep eye contact with your client and calm them by saying that you agree with them, that it’s not the easiest thing to do, but that you are going to do your best to make it as easy as possible.
If you act as nervous as they do, they will sense your insecurity, and it will make the appointment worse. Ask your client to take some deep belly breaths on the table during the wax and to relax his or her body as much as possible.
A client says she is on her period. What should I do?
We have always welcomed clients that are on their period, as long as they are comfortable being waxed.
Ensure your client knows to wear a fresh tampon (no pads, as that is not sanitary) and suggest that she pop a couple of Advil 20 minutes before the service, since waxing can be more painful from roughly four days before until four days after a menstrual cycle. Remind the client that her skin will be a bit more sensitive than normal during and after the treatment.
My client is not cleaned up down below.
Let’s be clear on this, we are not here to wipe clients’ bottoms or genitals. If your client has discharge or fecal matter in that area, he/she must be presented with two options:
- Casually say to your client, “Can you do me a quick favor? Take this little wipe into the loo and give your bits and bum a once over, won’t take you a minute and then pop back in here.” Once you say this, don’t stare at your client since they are now a little uncomfortable. Wave it off like it’s normal and carry on getting your cart ready. Look busy!
- If it’s really bad, and you don’t think a wet wipe will take care of it, you have to know what to say so that you don’t offend your client. We usually say something along the lines of this: “Okay my dear, there’s some stuff down here that I can’t wax around. We’re all human and our bodies are here to function, so I will need to ask you to go home and take a shower before we wax you. Don’t worry, I’ll make sure you can get right back in with me, but my wax isn’t going to stick to your skin at this time.”
You don’t have to tell them about hygiene because that will really embarrass them. If you get a repeat offender, it might be time to tell them you’re not a good match.
My client’s pubic hair is really long and she is asking me to trim it.
Let me be very clear about trimming pubic hair: IT IS NOT SANITARY! I find it strange that some salons advertise that they don’t double-dip, yet tell you not to trim because they will do it for you. Hair travels. It gets on the floor and it gets on treatment tables, and it will travel all over your room if you have the AC or heat on.
Your client needs to trim at home by sitting on the loo and carefully trimming downward – not too short though! We recommend 1/4 of an inch. If they arrive with hair too long, sanitize a pair of scissors and send them to the loo to do it themselves. Sterilize your scissors like a mad person after!
I think my client has Herpes. Can I wax him/her?
Whatever kind of break out your client is having, you should never wax it. Even if it’s not an STD, your training should tell you that you never wax over broken skin, irritated skin, pustules, acne, etc.
We are not trained to diagnose STDs; that is what doctors are for. If you suspect your client is having an outbreak, politely let them know that their skin looks irritated and if you wax it, you will compromise it and likely spread the irritation.
At Queen Bee Salon & Spa, we ask clients with a history of an STD to bring a note from their dermatologist, assuring us it is safe to wax them. At the end of the day, your client should know you have their best interests at heart.
People with Herpes can wax but not during an outbreak. Your client intake form (which is always private) should ask whether your client has any STDs that they should divulge. All steps toward a hygienic wax should be taken – gloves, etc. If a client asks you if waxing can give them an STD, politely respond, “There is absolutely no scientific evidence to prove that waxing can give a client Herpes, however, heat from the wax, the sun, tanning beds, etc. can absolutely trigger an outbreak.”
My client is pregnant. Is it safe to wax her?
Yes, however I would ensure that your client checks in with her OB to make sure they are okay with it. With higher risk pregnancies, we tend to stay away from doing full Brazilian waxes and waxes that require the client to lie down for long periods of time. Around the six-month mark, you should ensure your client is propped up and is not lying flat on the treatment table.
When waxing a pregnant client, you should be aware that there is a lot more going on down there, such as more discharge and much more sensitive skin. (The closer a woman gets to her delivery, the more engorged the labia area becomes, making it highly sensitive.) KNOW YOUR LIMITS and do not take off too much at once.
My client is plus-sized/pregnant. Are there specific positions I should get them into?
We see clients of all shapes and sizes. Just because somebody is plus-sized doesn’t mean that they aren’t flexible. Legs can move up, sideways, and with a bikini wax, you can also have a leg drape over the side of the table.
You have to make sure the skin is pulled taught, as loose skin will bruise easily. Refer to our full leg wax and pregnancy wax videos for more information. It’s very important to note that on some of your larger clients you’ll have to be very careful to make sure their skin isn’t too thin around the bikini area. When moisture is trapped between skin folds, the skin can become delicate and tear easily.
I have a client who is transsexual. They clearly have male genitals but want to be referred to as a woman.
This might seem like an odd question, but it happens. We have had several requests from women for Brazilian waxes, and then once on the table, they clearly have male genitalia.
Out of respect, we refer to this client as “she” but we let them know before we wax them that this service is for male genitalia and they will be charged for that service. If you are not comfortable waxing male genitalia, you should politely let your client know that this is not a service you can perform.
I got wax stuck in my clients’ hair and it’s hair that I don’t want to take off.
I don’t know about other waxes, but our Queen Bee Salon & Spa Garage Wax is water-soluble. If you accidentally get wax in an area you didn’t mean to, or in a client’s freshly blown out hair, pump a little after-wax oil into your hands and massage it into that area to remove the wax.
If you get wax on a client’s clothing, lightly spot treat it by dabbing with a piece of pellon. Tell your client it will come out in the wash. If it really won’t come out, you may have to offer to have it professionally cleaned. As far as underwear goes, don’t even worry about that. After all, who wears $100 knickers to a bikini wax appointment?
I accidentally took off too much hair!
This might seem like small fries to you because you know it will grow back, but some people are extremely particular about having the right shape on their bikini line. If you turn a perfect triangle into a landing strip you might hear about it.
Always take the blame for this. If you mess up, fess up! If the client becomes upset, apologize profusely and give her the wax for free. Ensure you make notes in his/her file about the mishap and write down that they prefer more hair and a definite shape.
What if I injure my client (e.g. bruising and tears)?
I tell this to everybody I train: It will happen. At some point, you will bruise a client’s skin and some of you might even cause a tear in your client’s skin. This is why you can never become complacent. Don’t ever assume that all clients are going to be an easy wax.
If you don’t pull the skin gently and tightly enough, or if you pull upward or not fast enough, you may bruise them. If you use too much wax and pull too hard, this could also tear their skin.
If your wax is too hot, you will cause a first-degree burn. You had better know how to analyze your client’s skin and hair before his/her wax and you had better know how to deal with these injuries.
I am not giving medical advice in any way here, because whenever in doubt you must send your client to an urgent care or their doctor. However, here’s how to handle a bruise, tear or burn:
Please note, some of your clients may bear tiny fissures inside their labias. Please make sure you point out injuries to clients before you wax them. Some people don’t know that they have them. Always check with your client after a service to ensure that they are okay.
My client is asking me to take off hair from areas not on her ticket.
There will always be clients who ask for more than they are willing to pay for. However, we do not nickel and dime at Queen Bee Salon & Spa. We will always include areas such as the treasure trail when performing a bikini wax, the toes with a full leg wax, and the fingers with a full arm wax. However, if a client asks for something that is clearly another full area, we will politely ask if they would like to add that to the ticket. When you throw in little extras for free, it makes a client happy and they will usually book again or leave you an added tip.
My client’s hair is too short but he or she insists I take it off.
Sometimes a client (who is usually new to waxing) will come in and ask if you can wax hair that was shaved five days ago. The answer is usually no. Hair that is too short, stubbly and thick will not come up, and the hair that does will come up unwillingly, leaving a sore and bloodied follicle behind. This can lead to irritation and infection. If in doubt, say no.
My client’s follicles bleed.
You usually only see this in first-timers who have very thick and, most commonly, shaved hair. Pinpoint bleeding is normal and only lasts a couple of seconds.
Be particularly careful about applying wax near any skin with pinpoint bleeding. It is especially important to never re-wax an area that has started to bleed. Do not touch a bleeding area with bare hands; make sure you are wearing gloves and that you apply an antibacterial lotion after the wax.
Please assure your client that pinpoint bleeding is normal during the first and sometimes second wax. I always keep a handy disposable wipe with me when I see a client I know is going to pinpoint bleed so I can wipe as I go along.
How do I prep the skin before and after a wax?
Skin must be clean and free of all products before a wax. Waxed skin is compromised skin, so you must ensure that your client knows you have followed proper protocol to ensure that their skin is squeaky clean when they leave.
For larger areas, we use an antiseptic spritz followed by a little cornstarch powder to soak up excess oils. For areas such as underarms and bikini, we use an antiseptic before and after.
One of my regulars is having a reaction that she never usually has. What do I do?
Ask your client if he or she is taking antibiotics or has made a drastic change to his or her diet. Skin can be way more reactive if a client is taking medication. It’s probably not something you did, but you should always ask your client if anything has changed since his or her last wax.
Got a question that hasn’t been answered here? You can send us your question, but submitting it on the Queen Bee Academy contact form.