One of our regular customers came in for a facial but had a severe reaction to one of the products that the therapist used on her. Even though she had been through the exact same facial regime many times before, she was quite upset and blamed the therapist for being careless and using a different product. I politely asked her to sit down and calmed her by apologizing for her discomfort. I explained that she may have had a reaction not because of the product but because skin tends to react differently under different circumstances. I offered her a discount on her next facial appointment and gave her the freedom to choose the products that she wanted to be used on her.