succubus

I have this customer that has been tanning with us regularily since the middle of December. She goes the max time in our level 2 bed (which is 15 minutes) and she's brown...like brown, brown, brown. I honestly don't think she can go any darker.

Anyway, she's been *****ing over the last couple of months about our beds and lamps. We only have 2 level 2 beds and she refuses to use one of them because apparently she doesn't get any color from it...despite it only has 40 more hours on the lamps than the other bed. Both beds aren't ready for a lamp change yet, about another 150-200 hours to go. She told us that she's been trying out the other places in town, but she decided to buy a 3 month package with us last week cuz she likes our salon the best.

Then today she comes in and says she needs to ask me some questions. She asked why she can only go in for 15 minutes when the other place she tried on the weekend lets their customers go for 25 minutes. I explained that beds are different and depending on the type of lamps they have, the exposure times are different...so their beds have different lamps...which are comparible to our level 1 beds. She asked if she could go tanning twice a day then because she got 10x darker after just 1 session in their bed and she has to go 10x in our bed to get the same color. I mentioned that maybe they recently changed their lamps and that newer lamps are always stronger during their first 100 hours or so. I asked if she used a different lotion because last week she bought 3 or 4 sample packettes from me...all bronzers or bronzers and tingle, since that's all she will use. She claims she didn't use anything different, so it must be our beds. I've offered to order her "better" lotions and she took me up on that offer. But all the "better" stuff she's tried doesn't work either.

She's driving me crazy. It's always one thing after another, "I'm not getting any darker." or "Your lamps must be old" or "I need a better lotion" Like I really wish she'd just go somewhere else cuz I'm tired of listening to her crap. I don't know how to solve her problem of getting her any darker. Any suggestions on how to handle people like this? I'm at my witt's end and I'm about ready to snap on her the next time she comes in here and starts complaining about something.

tangirl23

What's the highest level bed that you have? Give her a free upgrade into it. That might appease her. Tanners need to mix up their types of beds just like they should rotate lotions to get the best tan.

Other than that, there are just some customers that will always complain no matter what--not much you can do. But, it sounds like she spends quite a bit of $$ in your salon, so I wouldn't want to lose her! It doesn't really seem to me that she is just trying to get free stuff, I think she is just complaining to complain.

__________________
More Tan Than You Since 1998!

succubus

She's already tried the highest level, it didn't give her very good color either apparently.

I know she's not trying to get free stuff, she has no problem spending money. I've given her free samples of stuff to try from time to time because she does spend a lot of money on packages and lotions. But it's getting ridiculous now the amount of packettes I've ordered for her and apparently none of them work for her.

I think you're right though, she's one of those people who just likes to complain.

It strikes me as odd that she went all over the city trying other salons and then decides to buy a 3 month package here. She doesn't think she's getting any color with our beds, but she doesn't want to tan somewhere else cuz she doesn't like the staff. And then after she tells me about this other place she went to and how she got 10x more color after 1 session, she said she was going to buy her daughter a gift certificate here. I'm confused? Like, what else am I suppose to do?

tangirl23

Some people are just rediculous and you'll never be able to make them happy! I think you'll have to just suck it up and try and tolerate her! LOL I would have another customer compliment her on her tan-- maybe she just wants some attention.

__________________
More Tan Than You Since 1998!

goodflgirl2k

two things:
1.) Yes she needs to keep trying more lotion.... Crack out the MOST EXPENSIVE STUFF you've got.. It is what she needs!
2.) ask her if she thinks you are dark and then bring her to a mirror and stand next to her in it. compair your color to hers. Most ladies have an unrealistic perception of themselves. When she sees she is as dark as you, she will be okay...

Din-Canada

If she is dark and is doing a level 2 bed of 15min. Which is what?

Put her in your VHR bed which an 8min session would be comparable. if she goes in for a full session of like 12min, then she should see great color.

Depends on the beds you offer. It could be that your beds are not strong enough for her skin type.

How do you know you have to change lamps in 150-200 hours? Did you meter them?

How many levels do you offer? What bed lineup do you have?

My level 2 bed is a 52 lamps, 160W VHR with 4 Facials, Shoulder Tanners.

My level 3 is a High Pressure bed.

Levels don't mean much without knowing what beds you offer.

__________________
SOME PEOPLE ARE LIKE SLINKIES. NOT REALLY GOOD FOR ANYTHING, BUT THEY BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS

deveihca

But didn't you say she was brown, brown? How much room does she have for more brown? At some point it is just to maintain what you have, yes? I'm still learning no question. But come on Brown, Brown is brown.

Din-Canada

is she brown brown? Or brown brown brown? How many browns 2 or 3 browns? Are we nearing brown brown brown brown to an almost grayish purple?

__________________
SOME PEOPLE ARE LIKE SLINKIES. NOT REALLY GOOD FOR ANYTHING, BUT THEY BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS

engfant

Tell her that you are a professional and you are not interested in feeding her obsessive/abusive ways. You can only get as dark as your skin is willing to get. CLEARLY it's not your beds as SHE WOULDN'T HAVE CAME BACK if it was.

This broad has way too much time on her hands. I'm thinking no job, bored and on a handful of Watsons.

__________________
"And shut your mouth pussycat e fammi un macchiato, pronto!"

http://www.youtube.com/watch?v=UhHhXukovMU

jtislands

I have a customer similar to what you are describing..***** moan ***** moan..really, all she is doing is looking for attention. I continually educate her on the differences in lotions and beds, and assure her that she is getting/maintaining great color..she is always the guinea pig on all my new lotions..and time after time ***** moan..lol..
I have come to learn that you can never make everyone happy..just get their money..jk..no really