Since lockdown was ongoing, I knew a face-to-face appointment would not be an option, and I was unsure whether contacting Susan would turn out to be helpful. I am now absolutely thrilled I contacted her. Susan’s knowledge and genuine care has been palpable from the outset, and I am very grateful for the fact that despite our initial interactions being solely online and over the phone, the level of care I have received has felt so personal, tailored, and seamless.
Following my initial phone call, we scheduled a Zoom appointment, during which Susan explained what was causing my acne and what her approach to treating it would be – a entirely new and tailored skincare routine and, if and when possible, in-clinic skin treatments.
I was concerned about not being able to start the treatments for several months because of the lockdown, but Susan reassured me that the new skincare routine she would put together for me would start improving my skin, even without the treatments.
She did stress, however, the importance of ensuring I would use the right products for my skin – that it was not simply a matter of using a certain brand. This is where Susan’s expertise and experience were so valuable. She said that she would select what she felt was the appropriate combination of products for me and assess how my skin reacts to them month to month. With that in mind, during our Zoom call, I explained how my skin felt, what issues I was having, and Susan asked me further questions to gauge which products I would need. After the call, I also filled in a questionnaire and sent her some photos of my skin via email, to assist her further in putting together my skincare routine.
Only a few days after our online conversation, and after we agreed on the list of products, I received a parcel from Susan, containing all the products and hand-written explanations detailing when and how to use them. I was impressed with how comprehensive and helpful Susan’s notes were, and to complement them, she ran through the entire AM and PM routines with me during another Zoom call. Susan was also keen for me to update her about how my skin was responding during my first months of using them. All this meant I felt very guided and supported throughout the process.
Even now, I know that Susan is always available if I have any questions about my skin and/or the products. It’s easy to contact her and she always responds very promptly. There is something extremely reassuring and calming about having someone you trust to ask questions and a skincare routine which you know is good for you, because it was put together with your specific needs in mind. It’s such a contrast to buying products on the high street somewhat haphazardly, and hoping that they will work, as I had been doing for years.
I feel privileged to have benefited from Susan’s help remotely in such a painless way!