Don't Knock the "Fluff" or "Pampering" Facial - They're Much
More Than You Think!
by Douglas Preston

There’s a popular negative sentiment among professional estheticians about performing facials that deliver more “fluff” that actual skin therapy. It seems that many regard such treatments as superfluous or demeaning use of their time and skill. After all that training and investment in advanced peeling techniques and skin firming devices, who wants to do an ordinary facial anymore. The problem resides in the perception of these treatments, not in their efficacy. It’s the esthetician that doesn’t understand the true benefits of so-called “pampering treatments” for the many customers that desire them. Here’s a deeper look at the importance of the more experience-based facial and the impact they can have on your clients.

Sell clients what they want first, not what you want them to want
Survey after survey of periodic and routine facial clients reveal something important about their preferences in, and expectations of the service: that relaxation—the feeling of comfort, release, and inner peace—is the top consideration in judging the quality of the treatments they receive. Relaxation, particularly the massage and quiet time—is, for them, the most essential element of the facial, and the most memorable, those that most inspire rescheduling and referrals. It’s not that the technical aspects of a treatment are unimportant, but they rank lower in significance for the average facial client. And that average client, never mind your own particular specialty customer—the microdermabrasion, microcurrent, or ultrasound user that you’ve worked hard to attract—is by far in the majority and relates to facial services on a more visceral and emotional level. In short, the facial improves they way they feel more than how they look. There’s a lot here to be excited and grateful about.

So, just how much can a “pampering” facial do for someone, anyway?
Plenty. Think about it, we’re probably all aware of the fact that the #1 health risk today is found in the suffering from sustained physical and emotional stress—a pandemic and difficult-to-remedy condition. The severe demands of modern life—juggling the compound needs of occupation, family, finances, and personal care—lead individuals to borrow from sleep, rest, and health maintenance in order to meet ever-increasing obligations. And the result? Here’s a partial list of consequences:

Clearly, there is a profound connection between stress-bound clients and the condition of their skin. Is it so difficult then to see just how beneficial a “fluff” facial can be when all things are considered? The truly holistic esthetician recognizes how important a role that stress reduction plays in the overall welfare of their clients, and emphasizes a focus on what’s most needed when planning their treatments. Here are a few profiles from my former clients that determined the approach I used in their individual facial treatments:

Jean: 79 years-old, buried 3 husbands and was alone once more.
She was world traveler and extremely intelligent. This was not a “glamorous” person but one that enjoyed personal “pampering”. Her thin, pale English skin was deeply wrinkled, latticed with distended capillaries, and jowled. She had no illusions or expectations about trying to look younger and would never consider cosmetic surgery. She derived great pleasure from her soothing monthly facial, and enjoyed telling me stories about her fascinating life and experiences. She bought a small array of skin care products, wore no makeup beyond lipstick, and wasn’t interested in “advanced” facial treatment services. Jean was also my routine client for 9 years, up until I retired from practice.

Don: 48 year-old software salesman.
Divorced, daughter in college, live-in and invalid mother, 17 year-old son recovering from a brain hemorrhage caused by a surfing accident. Serious man, sensitive, unhappy with life’s outcome thus far. Suddenly laid off from his job, having difficulty finding another, and quickly running out of money. Depressed and bitter, suicidal thoughts. Don continued to come in month after month for my not-so-affordable facial treatments in spite of his worsening financial problems. His treatments was heavily weighted in much soothing massage, time out from his troubles, and a compassionate listener—me. When I offered to treat him to a couple of facials for his loyalty he flatly refused the gesture. It was a matter of pride, and he didn’t want me to “feel sorry for him” even though I had meant the offer differently. Don did finally get a better job, a new relationship, and remained a customer for many years.

Katie: Very sad story.
18 years-old, in need of a heart/lung transplant due to a rare disease, confined to a wheelchair and on supplemental oxygen. She was a sweet and gentle person with no evident self-pity. It required almost 15 minutes to carefully move her from the wheelchair to the facial bed. She couldn’t be reclined flat as it made breathing even more difficult and I had to work around her breathing tubes since they couldn’t be removed or turned off. She had extremely delicate skin that bruised easily but was otherwise soft and clear. For her the facial was a chance to experience something like (in her own words) “normal” life even though she labored to breath and talk during the treatment, and Katie loved to talk. She explained that I was the only person that would agree to do a facial for her (one spa said they were afraid that the oxygen would pose a fire hazard!) or not make her feel “weird” about her condition. Honestly, there wasn’t a lot that I could do in those treatments but she was very, very happy with them. I loved working with Katie; a beautiful person that, unfortunately, would not survive the wait for those needed organs.

“Fluff” facials? Not by a long shot! My acids and electrodes sat silently by while I performed some of the most important and, I have to say, satisfying treatments of my career. They made my work far more impactful than any involving specialized products or equipment. High-tech services are great but life-expanding events are unforgettable. Professional esthetics reaches well beyond visual refinements of the skin and, as a result, appeals to a larger pool of potential clients. So, does it make you a lesser esthetician by performing a higher percentage of pampering facial services? Only if your heart isn’t in it.

My best,
Douglas Preston

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