Serious question, how do you handle a client having a visible reaction during a facial?

I was doing a basic hydrating facial at my studio in Tampa last month, and about 10 minutes after applying a new serum sample, my client's cheeks got super red and warm. She said it was starting to sting. I immediately rinsed it off with cool water and applied a calming gel with aloe. The redness went down after maybe 15 minutes, but it was a tense quarter hour. I felt awful, even though she was understanding. Do you guys keep a specific 'reaction protocol' written down, or just go by feel in the moment? What's your first move?

3 comments

3 Comments

the_wyatt1mo ago

I used to wing it, but a bad reaction made me write everything down.

henderson.oscar1mo agoTop Commenter

Smart move by the_wyatt, writing it down.

brian3281mo ago

Super red and warm" sounds like a normal skin flush to me. You rinsed it off, that's the main thing. People's skin does weird stuff sometimes, it doesn't always mean the product is bad. Having a written protocol seems like overkill for what was basically some temporary redness.