A successful skincare journey starts with a great consultation. In this insightful blog, renowned facialist Andy Millward shares his expert tips on how to conduct effective client consultations. From asking the right questions to creating a welcoming environment and managing client expectations, Andy’s advice will help you build trust, deliver results, and elevate your client experience. Whether you’re a seasoned professional or new to the industry, this guide is packed with valuable insights to refine your consultation skills.

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Why is having a thorough consultation with your clients so important?
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To answer this I think it's firstly important to understand actually what a consultation is? A consultation is the opportunity to get to know the person you have in front of you, what their skin concerns are and their history that has led them to this point. If I'm dealing with an inflammatory skin condition for example, I'm assessing where the imbalances are that are potentially driving the condition but most importantly,I'm obtaining a picture of the person who has come to see me so I can fully support the person, not simply treat the condition. Topical treatment alone won't always get the results the client is looking for and without the consultation process, you can only really treat what you see in front of you.This is why I say consultation is key to the best results, because without it you could miss a vital piece of the treatment process that could hinder the treatment outcome. 

What key questions do you always ask during a consultation to fully understand a client's needs?
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I'm very thorough and holistic in my approach. I always have been, but even more so now having completed my naturopathic nutrition training. I always say to other facialists and practitioners though, it's important to stay within your scope of practice and also draw on your own experiences and expertise but a typical consultation will always consist of exploring the clients medical history and medications, ascertain medications may have side effects that could be impacting the client or certain medical conditions could be a driving factor for whatever it is the client has come to see you about. I also explore dietary and lifestyle factors, stress / emotional factors, environment factors, working conditions, gut health/ bowel habits, exercise / activity levels etc. I refer to this as making the 'inflammation connection', piecing together what factors could be worsening the client’s skin condition or what factors could negatively impact the treatment outcome. I also explore past and present skincare and prior treatments to understand how well their skin responds to certain options to help me with my treatment plan.

How do you create a welcoming environment that encourages clients to open up about their concerns?
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How you position yourself and the client is really important. I have a small coffee table with my iPad between two comfy seats so not to create too much of a barrier between myself and the client. Sitting opposite a desk can create physical but also psychological distance, which isn't very welcoming to the client. I also send my consultation form for the client to complete in advance of the appointment. This is for several reasons, including saving time and also it gives me the opportunity to check up on medications I may not be familiar with and review the information in advance, so I know why the client is coming in. This also allows me to be fully present and pay full attention to my client, without the distraction of filling in the form as the client is speaking. Listening is one of the best tools you have during consultation and learning to let the client speak while you listen, is often when they open up the most. If you're focused on the form more than the client, they'll pick up on it. Also making it really clear from the start that it's a judgement-free zone and you're there to offer guidance only. Not all clients will open up fully from day one though, it can take time to nurture relationships. There have definitely been occasions where something quite fundamental, such as trauma or extreme stress was a key trigger for someone’s skin condition, yet it didn't come out until a few appointments in to treatment. This is normal and everyone will open up in their own time, so it's important not to be forceful and allow the client the time in a safe space to share as much, or as little, as they're comfortable with. 

What's your approach to managing client expectations, especially when their desired results may not be achievable in one session?
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Honesty in always the best policy. I would much rather under-promise than over-promise, when it comes to what is realistic and achievable but explain that it’s a process that takes time. Skin issues rarely develop overnight so they will rarely be resolved overnight either. Also never take on a client unless you're confident you can help them in the first place and be willing to refer on to someone else who is more specialised to be able to help, whether that's another facialist, a nutritionist, a dermatologist etc. Remember this is about the client, not you. 

How do you explain treatment options and product recommendations in a way that clients can easily understand?
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I actually find the majority of clients nowadays are fairly savvy and know a lot about treatments, products and ingredients even before they come to me! In some ways this makes the job easier, in other ways, it means you also really have to be on your A-game and know your science! For those who maybe aren't as technically savvy, I tend to use a lot of analogies! Comparing skin treatments to exercise for example. You wouldn't get fit or buff in one workout, so you can't expect to see miraculous skin changes in one session either. I definitely have a lot of clients though who honestly don't really care about how a treatment works, only that it does work and if I've done a good enough job during consultation to build confidence overtime, the client trusts me enough to know the product and treatment I'm recommending is right for them.

What steps do you take to ensure you gather all necessary medical and skin history information safely and professionally?
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I use a booking system (Ovatu for skin clients and soon to be Practice Better for nutrition clients) which has a forms feature, which allows me fully customisable forms that I have designed.This also includes all the relevant consent forms and aftercare forms for more clinical treatments such as a laser or microneedling etc. Forms can be sent out in advance to allow the client to read in their own time, sign and send it back electronically. It also means it's stored securely in line with GDPR and that you have a audit trial. I do advise double checking details with clients though, just in case there have been any changes in medical history that have been missed off.

What's your advice for handling difficult conversations, such as recommending a different treatment or addressing unrealistic expectations?
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This is where being really honest in the consultation and under-promising is key, because it helps prevent difficult conversations from happening later down the line. It's also why keeping good records is so important so you have an audit trail of what has been said and agreed. I typically send out a recommendations email to the client after the initial consultation also so they have my skincare and treatment recommendations in writing, as well as a summary of what I've suggested in terms of lifestyle and diet etc that would be out of scope for my responsibility yet could still be impacting their skin. Taking good quality photos is also really important because it's easy for the client to forget the progress that has been made and it's common, when one area of concern improves that they'll fixate on another area that bothers them. So photos really help to document the process and you can track progress. Not to mention valuable case studies for sharing on social media (with client permission) to showcase your work.

In your experience, what's the one thing that turns a good consultation into a great consultation?
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I definitely think having a very broad and detailed understanding of the issue the client is coming to see you about it is key, so really become an expert in your field and you may want to specialise in a particular area or condition. If a client wants help managing their rosacea and you don't understand enough about rosacea or what the other internal drivers affecting the conditions such as gut health issues / h pylori infection, histamine intolerance or the psycho-dermatological (gut-mind-skin axis) impact, as well as understanding the fundamental workings of the skin barrier and what the known external triggers are, then the outcome of the consultation is only going to be as good or great as your knowledge and value added to the consultation. 

Final thoughts…

It's also important to point out what a consultation isn't. I'm aware some people offer a 'free 10-15 minute consultation'. This isn't a true consultation in my opinion, it's more of an assessment for suitability for treatment and dare I say it, an opportunity for cross / up-selling. As mentioned previously a true consultation is an opportunity to get to know the person you are treating and where they need help. What can you really learn about someone in 10-15 minutes? A great consultation is also an educational opportunity for the client to learn from your expertise and experience and opportunity for you to showcase your knowledge, build trust and form a long-lasting relationship with the client and therefore hopefully achieve the best treatment outcome over time.

This is a valuable service and something that should be costed according. If I look back over the last 10+years at how much I have invested in my formal skin education as well as now my nutrition education it's close to £30K (that doesn't even include the additional training I've spent on brand and machine training). So your knowledge is a valuable asset and a true consultation is a chargeable service. 

Andy Millward

Advanced Skin Facialist
www.andymillward.com
info@andymillward.com

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