The dreaded ‘Upsell’

When I know I’m going to be back in NYC I schedule my facial at my favorite wellness center. It’s really the first thing I do once we have our trip on the books. 🙂 This past trip was no exception. I was SO excited for the day. I planned for a little down time in the sauna, followed by time in the meditation room, where I could enjoy some time of calm. Ooh! There’s the door! My facialist quietly came in to greet me and take me back for my much anticipated facial. I was squealing with excitement on the inside! I kinda felt like a kid the night before Christmas. 🙂

Now – I can certainly do all the ‘technical’ facial treatments myself. What I really want in my facials is relaxation, which is exactly what I shared with my facialist.

Side note: my skin was a hot mess after traveling, and following days of partaking in celebratory adult beverages. 😉 So a hydrating facial would be in order. Or so I thought. Ugh. Where is the emoji when you need one?!?!

I was all settled in, ready for my moment of bliss. And then… UGH!!!! The attempt at the add-on. My nerves! While on the table, she asked if I would like to upgrade and add Microdermabrasion for $135. She said my skin was dehydrated, and that it would benefit greatly from it. My first thought was if my skin is dehydrated, then it’s struggling to hold in hydration. Microdermabrasion would only make things worse. So I politely said no thank you, and reiterated that I just wanted to relax. She proceeded trying to sell me the Microdermabrasion upgrade for the face only, at $90. Reluctantly, I said yes. I knew better than to agree to it, but I did so just because I was beginning to feel uncomfortable talking services and money while I was on the table.

So, at this point, my relaxing facial is out the window, and my bill has gone up. And I’m annoyed. Post Microdermabrasion, my skin stung and I was left with small red abrasions the rest of the day and night. Again, my nerves!

She did not recommend any home care that could possibly help my dehydrated skin, and I am that person who would have been open to it, and probably purchased much of what she suggested. Perhaps she sensed my annoyance? Possibly.

And finally, my close friend who went in after me, had a completely different experience with the same esthetician; a relaxing facial, product recommendations, and a brief synopsis about MY skin. Yes, the esthetician openly shared the condition of my skin with my friend. I was not upset that my friend knew about my struggling skin, but I felt it was completely inappropriate for the esthetician to share with anyone else. I mean, my skin was probably the last thing she wanted to be thinking about during her facial. lol

So let’s recap… with my two cents…

Listening – Listening is a big part of the service. Yes, of course as someone who works with skin, I want to help ‘fix’ all the little things I see under a microscope. But at the end of the day, it’s your skin and your struggles. And – it’s your time. So if you’re looking for relaxation in your facial, this is what we’ll focus on. But rest assured, I will still be working with the nuances of your skin; type, condition, and end-game goals.

The upsell!!! – I absolutely despise an add-on, upgrade, enhancement. Whatever you want to call it. Whatever your skin needs at the time of your visit, that’s the path your facial will follow, while being mindful of your ultimate skin goals. Once upon a time, I used to have specific types of facials on my menu. But I quickly realized that my guests didn’t know which facial to pick. Ultimately, the type of facial was determined at their time of visit. And that’s why I simplified my menu. And let it be noted… No option for an add-on!

Continued care at home – This is a big one for me. When someone comes in for a facial treatment, there is typically a reason why (besides relaxation). Most often than not, those I see would like help or guidance with whatever the skin condition is they’ve been struggling with. I’ve researched and tested A LOT of products through the years, and taken more continuing education classes than I can count so that I can offer the very best to my clients, and products and treatments that align with my philosophy for care for the skin. I truly want to help people feel better about their skin. It brings me a lot of joy. I make recommendations that will continue to support our work in the treatment room. Imagine seeing a personal fitness trainer once a month… you won’t see much improvement if you are not continuing your workouts between visits. I wish this weren’t the case. haha.

Sharing is not always caring lol – Your skin woes are always safe with me.This should go without saying, but I feel it should be said. 😉

Whew, I’m almost feeling better about the whole thing. It feels better getting it off my chest. If there is ever a time when you venture into another skin therapist’s office, think about what you want from your visit; your connection with the therapist, support, guidance, relaxation, etc… I will make sure I am paired with a different esthetician my next visit to my wellness center. 😉

Cheers to happy, healthy skin!