When Clients Ask "Isn’t Skincare Just Skincare?"—Here’s What to Say

Why This Matters

If clients can’t see the difference between the cleanser on your shelf and the one they bought last week, it’s not because they’re difficult. It’s because no one has explained it to them in a way that clicks.

You’re not just recommending a product. You’re offering insight, personalization, and a plan—none of which come with a department store receipt. When clients understand that, they start to see the value in what you do (and use).

The Key Differences (and How to Explain Them)

Here are four practical talking points that keep it client-focused—not technical or salesy.

A. Products Chosen by Skin Experts, Not Sales Teams

Mass retail skincare is selected to appeal to the broadest possible audience. Spa skincare is chosen by licensed professionals for how it performs in real skin conditions.

Try saying:
"I use products that I’ve seen work on real skin, not just what’s popular on a shelf."

B. Customized vs. One-Size-Fits-All

Retail products are designed to work okay for most people. Spa products are used in a context where they’re chosen and adjusted based on what your client’s skin actually needs—which changes over time.

Try saying:
"What I recommend for your skin today might not be what I’d recommend a month from now."

C. Simplified Formulations with Purpose

More isn’t always better. Some retail products pack in too many trendy ingredients, which can irritate or confuse the skin. Spa products tend to focus on specific skin functions and balanced ingredient levels.

Try saying:
"This one may look simpler, but it’s designed to support your skin in a way that’s gentle and consistent—not just flashy."

D. Professional Feedback Comes With the Product

Even the best product won’t help if it’s not the right one, or used incorrectly. The value of spa skincare is having someone check in, adjust, and guide the client’s use of it.

Try saying:
"This isn’t just a product—it’s part of a plan we build together, based on what I see in your skin."

And if a client feels defensive about what they're currently using, you can gently reframe the conversation by saying:
"Let’s make what you’re already using work better for you."

What to Say When Clients Love Their Current Products

Many clients will tell you they already love what they’re using. You don’t need to challenge that. In fact, it’s a great opportunity to build trust.

Here’s a three-step response that works well:

1. Start with a compliment
   "I love how tuned-in you are to your skin—that’s half the battle."
2. Bring it back to your role
   "Since I’m tracking your skin up close, we can fine-tune things when needed—especially if your skin starts acting differently."
3. Offer an option, not a judgment
   "What you’re using may be working well for now. If we ever want to target something more specifically, I’ve got a few options we can look at together."

Creative Tips for Educating Without Overselling

Narrate Your Product Choices During Treatment

Use phrases like:
"I’m choosing this one because your skin’s feeling a little sensitive today—it supports the barrier without adding congestion."

This helps clients experience the why behind your selections in real time. They’re learning, without sitting through a lesson.

Use Side-by-Side Language

You can still compare spa vs. retail skincare in a way that’s easy for clients to understand. Try this type of phrasing in conversation or signage:

• "Retail products are made to work for everyone. These are chosen specifically for what your skin is doing right now."
• "Most retail products stay the same. What I use shifts based on your skin’s needs that day."
• "With retail, there’s no follow-up. Here, you get ongoing support and adjustments as your skin responds."

This gives clients a clear, memorable contrast without relying on a visual format.

Offer a Low-Pressure ‘Try It + Check-In’ Option

Invite clients to start small—maybe with just a cleanser or serum—and offer a free skin check-in after 10–14 days.

Frame it as:
"Let’s see how your skin responds and go from there—no pressure to commit to a full routine."

It keeps the focus on their experience and curiosity, not your retail shelf.

Final Thoughts

Clients don’t need a science lesson. They just need clear, relatable ways to understand what makes spa skincare different from what they see online or in stores.

As licensed pros, we have the tools—and the language—to guide those conversations with confidence and care. This isn’t about proving retail wrong. It’s about making sure clients get the right support, with the right products, at the right time.

Keep the tone kind, keep the dialogue open, and trust your training. You’re not just recommending skincare—you’re helping someone understand their skin a little better. That’s the real win.

Universal Companies is proud to have a team of experienced spa advisors on staff and welcomes you to consult with our professionals about spa products and supplies, including ingredients, equipment, and retail. Dedicated to the success of spa professionals everywhere, we're grateful to be recognized with multiple industry awards (thank you!) and proud to support the spa industry through mentorship and sponsorship.