When a client says, “I want to look fresher,” don't assume you know what they mean. They may be concerned about dry skin, dark circles or how their makeup looks. Ask one clear question at a time and give them space to answer. In today's consultation, the client wants help with dry skin before her sister's wedding. However, she also mentions discomfort after a previous facial. Both details matter. Before suggesting a treatment, ask what happened, how long the discomfort lasted and what she uses at home. Check her priorities with a short summary: “You'd like your skin to feel less dry, but you want to avoid anything that might irritate it. Is that right?” This gives her a chance to correct you. Then explain suitable options, their limits and any aftercare involved. Don't promise a particular result before you've understood her needs and checked whether the treatment is suitable.

Uma cliente chega a pedir um tratamento que viu nas redes sociais e que não é o adequado para ela. Percebe o que ela quer mesmo, distingue o pedido do objetivo e orienta a conversa. Ela insiste no que viu online. Faz as perguntas que mostram o que está por trás do pedido.

Escreves a uma cliente que pediu um tratamento que não é o mais indicado. Escreve 3 a 6 frases em inglês. Reconhece o objetivo dela, explica a diferença, propõe alternativa e sugere uma consulta antes.