Free template · Client communication · UK skin & aesthetic clinics
How to respond when a client messages about swelling or bruising
"Is this normal?" feels like a simple question — but confirming it by message is a diagnosis you can't take back.
The reply that usually goes wrong
✕ Typical reply
"That's just your skin reacting, it'll calm down, don't worry."
✔ Leonoli reply
"I'm not able to assess this fully by message. When did this start? If helpful, this can be reviewed in an appointment."
The first reply confirms a cause without seeing anything. The second acknowledges the message, asks one factual question, and offers a next step — without ruling anything in or out.
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