Debate: Should estheticians push back on clients requesting services they don't need?

Had a client last Tuesday who came in demanding a hydrafacial even though her skin was clearly broken out and irritated. I told her a gentle enzyme treatment would be better, and she got annoyed and said I was just trying to upsell her. On the flip side, I've had clients who trusted my advice and ended up with way better results. So do you guys think it's our job to refuse services that could make things worse, or should we just give people what they want and let them learn? Had another esthetician tell me she always does what the client asks because 'they're paying.' What's your take on this?

3 comments

3 Comments

mason_reed474d agoRising Star

Simon Carr hit it right when they said "ethical duty to refuse treatments." That whole derm podcast thing clicked for me too. I notice this same pattern everywhere now, not just in skin care. People go to a mechanic and demand a new engine when the car just needs a fluid change. Or they hire a personal trainer and insist on heavy deadlifts even though their back is messed up. Experts get hired for their knowledge, so if we just nod and take the money, we're basically selling people something that could hurt them. It's like handing someone a saw and telling them to cut a crooked line because they paid for it.

jenny_lee4d ago

and you just reminded me of this article i read about doctors who do unnecessary surgeries just cause patients demand them. it's scary how much pressure there is to just give people what they want even when it's bad for them. like that mechanic example is perfect, nobody would let a customer dictate the repair work if it's gonna mess up their car worse. but somehow in skincare and health stuff we let people call the shots based on what they saw on tiktok. the whole "customer is always right" mentality breaks down when the customer doesn't actually know what they're talking about.

simon_carr4d ago

Oh man, I just heard a podcast where a derm said estheticians have an ethical duty to refuse treatments that could damage skin. Feels like we're the ones who actually see the issues up close.