When a client says 'everything stings'

"Everything stings." When a client says this, they are telling you two things. They have had bad experiences, and they are unsure about the next recommendation. The goal is to earn trust with a slow, simple plan. Dear, Klairs was founded in Seoul in 2010 around "Respect your sensitivity," so this is a conversation the line was built for.

Run the consultation in five steps

1. Listen first. Ask what they used, when it stung and what they use now. Write it down. Hold recommendations until you have the full list.
2. Read the labels together. If several products they mention list fragrance or essential oils, note the pattern. Keep this to label reading and leave diagnosis to a physician.
3. Start with one product. Suggest adding a single new product and keeping everything else the same for a couple of weeks. If something changes, you both know why.
4. Patch test first. Suggest trying it on a small area, such as the inner arm or along the jawline, for a few days before using it on the whole face.
5. Book a check-in. Spas can use the next appointment. Boutiques can invite the client back in two weeks. Keep notes so any staff member can pick up the conversation.

Two starting points

Both products below have no fragrance or essential oils listed on their ingredient lists, so you can say "no added fragrance." Show the client the list and let them read it.

Supple Preparation Unscented Toner

The Supple Preparation Unscented Toner is a pH-balanced toner with Centella Asiatica, licorice root extract, beta-glucan, panthenol and sodium hyaluronate for lightweight daily hydration. It goes on right after cleansing as the first hydration step and can be layered once or several times, depending on how much moisture skin wants. 180 mL $30.00 MSRP, 30 mL $13.00 MSRP. The 30 mL is a sensible first purchase for a cautious client.

Midnight Blue Calming Cream

Midnight Blue Calming Cream is a lightweight gel-type calming moisturizer for skin that wants comfort without a heavy balm feel. It features guaiazulene, Centella Asiatica, Roman chamomile flower extract, Ceramide NP and sodium hyaluronate, applied in thin layers as the last step. 60 g $31.00 MSRP, 30 g $25.00 MSRP, 20 g $12.00 MSRP. The 20 g works as a trial. If a client knows they react to chamomile, point out the Roman chamomile extract before they buy.

Which one first?

If the routine lacks a hydrating layer, start with the toner. If the moisturizer is the step that bothers them, start with the cream. Add the second product only after the first has had its two weeks.

What to say, and what to avoid

• Say: "Let's add one thing and see how your skin feels." "This has no added fragrance." "It's designed to help skin feel comfortable."
• Avoid: "This won't sting." You cannot promise how a product will feel on someone else's skin.
• Avoid: naming skin conditions or guessing at causes. If a client describes ongoing discomfort or a diagnosed condition, suggest they check with a physician or dermatologist.
• Avoid: fragrance claims you have not checked against the ingredient list. Use "no added fragrance" only where the list supports it.

At the counter: "Let's start with one product, patch test it for a few days, and check in after two weeks. This one has no fragrance or essential oils listed."

Keep the small sizes on hand for these conversations. See case packs in the catalog.