Bravotan

Just note: You can't please everyone and YOU have to make the financial decision to end your relationship if it is causing you undo stress. YOu have to many loyal and happy clients. One exit means an open spot for another loyal and "happy" less crazed client.

If you choose to keep her.... her is what I have been doing for the last 4 years with ALL my NEW clients and this has worked beautifully...and knock on wood somewhere I have NEVER had a client come back and complain about any issues or a bad tan..and I'm being serious.

First my assistant tells clients on the phone end and in person that the "artist" or specialist is very persistant on instructions and you as the client has to follow those instructions because "YOU" the client are the work of our artist and she takes "her" work VERY seriously and if you don't follow her tips/rules she will never allow you to be sprayed by her.
...Believe me this gets their attention right off to bat and it doesn't have to sound rude but professional that our salon prides the work..

Secondly, brief but strict instructions are given over the phone and the scheduled appointment is followed by saying, your appointment date is blah blah and please remember follow the instructions carefully and when you arrive for your appointment you will be giving more details on the dos and don'ts of sunless and you will leave with tips and guidelines instructions that are written..

Third..client arrives..staff goes through necessity of products and instructions on the front end..

Fourth...artist/specialist does a brief overview, instructions and hands the client a tips/guidelines sheet, tells the client to place it in a handy spot for 7-10 days to refer back to as needed, and has the client inital along with artist on the front of the tips sheet and the guest is instructed to bring back the guidelines sheet on their next visit. If they do this they will get a discount on their first or second purchase of products. (works like a charm)

This does 2 things: first it allows the client to know all info up front and its explained details & the importance and the importance for following instructions and it's documented and this way the artist knows the client has seen it and kept it for reference,

2ndly it gives them incentive to buy products.

We also document on each client their formula, their skin type, their concerns or just a brief note on service in general and that a tips sheet was given..

This has worked beautifully for us and no KIDDING not one client has ever come back and said, I didn't get a sheet, or I didn't know that..., or I didn't know what kind of info to prepare, maintain or the dos or don'ts of sunless..

It really is simple when client gets all up front this way if something goes wrong..9x out of 10 its falls back on the client and they will say.."Oh yeah..there it is right in front of me..."
Best of luck

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