Charmaine Cooper, The Skin Theologian, shares how skincare professionals can build confidence in their knowledge and skills, particularly concerning melanin-rich skin, and have culturally intelligent consultations with their clients.
As passionate skin professionals, we all strive for genuine connections with our clients. Instead of treading lightly, fostering an atmosphere of trust through effective communication always strengthens client connection. It’s no wonder…since the heart of client care isn’t about avoiding potential offense; but rather highlighting our commitment to offering tailored, optimal solutions. I call it confident empathy, and with it we can significantly enhance the client experience.
While many skin health and beauty experts excel in empathy, building confidence in knowledge and skills, particularly concerning melanin-rich skin, can be a challenge. It’s understandable; the treatment room can sometimes feel like a minefield, especially when considering past client experiences that may have been underwhelming.
But let’s pause for a moment—if fear of risk dictated all professional services, medical clinics and skincare studios wouldn’t exist. It’s time we shifted our perspective. The key to navigating complexities and enhancing client safety is the robust knowledge we, as skin professionals, possess and administer.
Understand Melanin-Rich Skin
Understanding melanin-rich skin is paramount. Yet, many clients come to us carrying invisible barriers shaped by their unique experiences and cultural backgrounds. Reflecting on my own journey as a skin pro, I found that my training fell short in addressing the specific needs of melanin-rich skin types. This knowledge gap led me to feel confused and, at times, ineffective in my consultations—something I know many skin professionals can relate to.
Throughout history, caring for melanin-rich skin has been a sacred tradition in many communities. It has fostered deep connections within families and carries a weight of cultural tradition. Acknowledging this rich heritage should be at the forefront of our consultations. Ignoring it can inadvertently foster distrust between us and our clients, regardless of our own expertise and professionalism.
This is where the concept of a culturally intelligent consultation becomes crucial. We need to not only understand the technical aspects of skincare but also respect the cultural contexts that our clients bring with them. This approach is transformative to a routine appointment, shifting it into a more engaging dialogue where clients feel understood and validated.
To elevate your next consultation from “that was nice” to “wow—they really get me,” here are some practical tips for implementing Cultural Intelligence (CQ):
- Set the Atmosphere: Comfort is key. If you’re apprehensive during the conversation, your clients will likely sense that discomfort. Take a moment to relax and be present.
- Take Gradual Steps: Start with simple, open-ended questions that encourage clients to share their skincare journey. As your confidence grows, delve deeper into culturally significant practices.
- Ask Meaningful Questions: Engage clients with thoughtful queries such as:
- “What do you love most about your skin?”
- “Can you share the steps of your skincare routine?”
- “What lessons about skin care have been passed down in your family?”
- Practice Respectful Listening: Resist the urge to judge or guilt your client on their skincare practices. Instead, try to understand their values and the traditions behind their choices.
- Embrace Your Role as a Learner: Recognize that while you are the skincare expert, your clients are the experts of their own experiences and cultural practices. Approach their practices with sensitivity and openness.
- Mind Your Language: Consider the words you choose; they can carry weight. Speak with intention and avoid myths or misperceptions about melanin-rich skin.
- Address Hyperpigmentation Thoughtfully: Understand that hyperpigmentation is the leading concern for individuals with melanin-rich skin and often an endpoint of underlying issues like inflammation. Use your consultations to dig a bit deeper and identify potential inflammatory triggers, including any cultural factors that might be present.
By integrating some of these approaches into your consultations, you can foster a genuine connection with your clients while honoring their backgrounds. Remember, effective consultation is about collaboration, empathy, and understanding. It’s about creating a space where barriers dissolve, and trust flourishes.
But that’s not all. Let’s go a bit deeper.
How To Support Through Connective Communication
Skin Professionals play a crucial role in guiding clients with deeper skintones, especially those holding preconceived notions or traditional beliefs. Here are consultative strategies to support and communicate with every client more effectively:
- Avoid Assumptions: Don’t make assumptions over clients’ misconceptions. Approach each client with empathy and curiosity to understand their beliefs and provide tailored advice.
- Cultural Sensitivity: Recognize that you may not be an expert in your client’s culture. Listen more than you speak, and be sensitive to their unique needs. This builds trust and rapport.
- Educate Yourself: Take the time to learn about different skin tones and the best ingredients and approaches for their care. This knowledge allows you to make informed recommendations, ask exploratory questions and avoid harmful practices.
- Empathetic Communication: Use sensitive language and be mindful of how your words may be interpreted. Ensure clients feel respected and understood, which fosters a supportive environment.
- Encourage Self-Education: Empower clients with knowledge about their skin and the products they use. This helps them make informed decisions and builds confidence in their skincare routine.
Next Level Pro Consultation Tips for Skin Professionals
To effectively support clients with melanin-rich skin, consider these professional tips:
- Ask Questions & Really Listen: Gather as much information as possible about your client’s skincare history and beliefs. This helps tailor your approach and recommendations.
- Be the Expert with Humility: While you are the Skin health Expert, acknowledge that clients may have insights into their own skin that you can learn from. This collaborative approach is welcoming by most and enhances treatment outcomes.
- Be Committed to Inclusive Practices: Avoid making clients feel like outsiders. Foster an inclusive environment where all clients feel welcomed, catered to and respected. Think outside of the box in how you can create that space in your designated consultation area. (I.e. Having learning materials/resources on hand, diverse images, inclusive devices).
Why Cultural Intelligence?
Cultural Intelligence (CQ) is vital in supporting all clients, especially those whom have been traditionally underserved. There has been a breach of trust for decades between the skin health space and clients with melanin-rich skin, as a result, confidence in the industry has suffered. By understanding and respecting cultural differences, skin pros can provide more effective and empathetic care to recover lost client confidence. This involves recognizing the diverse needs within the deeper skintone range category and selecting appropriate treatments and products.
Really Embrace Inclusivity and Empathy
As skin pros, we know our role extends beyond the treatment itself. We are educators and advocates, dispelling myths and empowering clients with knowledge and confidence. With every client you serve, it is possible to pave the way for a more valued and accurate understanding of skincare.
The journey toward comprehensive skin support for deeper skintones starts with recognizing diversity and appreciating unique needs. This embodies selecting the right ingredients, employing gentle handling, and fostering a culture of safety with results.
As skin experts, our credibility hinges on our ability to adapt and grow. It’s important to leverage our expertise to educate clients, replacing misconceptions with factual information and guiding clients toward better skin health practices. This is not just about enhancing skin health; it’s about empowering clients with knowledge to make informed decisions.
Finally, in our journey as skin and beauty experts, let’s commit to understanding the rich tapestry of experiences that our clients present. By doing so, we can rebuild a truly inclusive ecosystem that fosters diverse skin health with respect, ethical awareness, and informed expertise. Together, let’s embrace the transformative potential of Culturally Intelligent consultations and redefine the landscape of skincare for melanin-rich clients as Cultural Intelligent Architects.
Charmaine Cooper will be teaching two classes at IECSC New York, "Skincare for Melanin-Rich Skin: Innovations, Insights, and Inclusive Practices" on March 24, 2025 and "CQ for Building Relationships & Your Bottom Line" on March 25, 2025. To attend these classes and learn about the other classes offered at the show, be sure to register here to attend IECSC New York from March 23-25, 2025. What's more, use code AMERICANSPA to get 20% off education classes.