grahamsk

I really need your help on how to handle this girl.

I have been spraying her every week for about 4 weeks. She is of Asian decent and is naturally very pale. She wants to be DARK.

I know this is long, but bear with me. Ok, here we go.

When I made her first appointment, I explained to her that she had to shower, shave and exfoliate before her session. Not sure if she did it, don't think she did. I sprayed her as dark as I could, and the whole session she was wiggly and really looking at her arms so she could see her tan.... I mean nose 2 inches away from her arm. I kept having to reposition her – really annoying. I put her in the drying room gave her the hair dryer and told her which parts of her body to dry with the hair dryer and to keep it on low.... I did not want her to turn it on high because I did not want her to sweat.... moisture is not her friend, and if she did turn it on high, I can hear it from the other room and I would have to come in and make her turn it down. She had it on low for about 2 minutes and of course turned it on high. Just thought she was testing me. I told her she probably didn't want to put her bra back on since I HAD sprayed her so dark, just to wear her tank top and shorts home and 'chill' the rest if the day. I gave her our information card and sent her on her way.

Two days later she came in complaining on how her tan looked. It looked awful. I could tell she had put her criss-cross back bra on and it had rubbed off terribly on her back. Her arms and chest were all splotchy. I couldn't believe this was one of my tans.... I had never had results like this. We touch up for free within 24 hours. I used my small airbrush gun and cleaned it up as much as I could and charged her for a custom tan. Still very wiggly.

One week later she comes back in to be sprayed again. Of course her tan has not faded and she is still terribly splotchy. I do the best I can to even her up with the HVLP. I ask her if she is following the instructions on the card and she says she is. I tell her it is very important to follow the card for the best results.

One week later she comes in again. Her tan looks terrible. While I am spraying her, I ask her what kind of moisturizer she is using thinking the splotching could be her product. She says Ponds. Well, she is the only client I have that uses Ponds so, I told her she probably needs to switch to another product. Then she tells me she doesn't use it after she gets the tan. The girl hasn't been moisturizing AT ALL. OMG. I told her that is the most important part of keeping her tan looking beautiful, and explained the pre and post tan process once more. I gave her another information card. I sold her some product. Norvel Amber Sun Salt Scrub, Moisturizering Body Scrub and the Sunless Mousse. I gave her STRICT instructions on how to use each product. I stressed to her to use the Salt Scrub 24 hours or more before her next appointment, and use the Body Scrub that morning. I know I said this about 10 different ways to make sure she understood.

She called Thursday. Here is the conversation:
She says: I want to come in at 9:30.
I say: I am booked at 9:30, I can take you at 10.
She says: I will be there at 9:30.
I say: I already have a client at 9:30, can you come at 10? That is my only opening today.
She says: Ok, I guess 10 is ok.
She was 10 minutes late!!

I start spraying her. Her tan does look a little better but the solution is beading up on her chest and stomach. I ask her when she had used the salt scrub. She said: Oh the one in the little tub? This morning. I got really stern with her and said if she doesn't follow my instructions, she will continue to have problems with her tan. I have countless clients that tan dark like she does and because they follow my program, they have beautiful tans. I told her that this tan probably would not stay because of the essential oils in the salt scrub would act as a barrier. (This is probably not bad for her since her skin needs a little break)

I expect her to call early this week for another appointment. She is a very good tipper($15 to $20), but, she is also soooo exhausting.

I am sorry this is so long.

Any feedback and/or advise would be greatly appreciated.

Sharon.

unity

Get her in a bed! Asians tan pretty easy after all. Four sessions in even a basic bed would usually get them some decent color. Its obvious the spray tanning is not working out! Just make sure she does not use outdoor stuff in a bed! lol

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ecc30

Maybe she's trying to go too dark. If you don't think that's the case then I would tell her it's just not working out and not to book any more appointments. Tell her there are basic pre and post instructions that must be followed and if that's too much for her to go lay out or get in a bed. Sometimes the $$'s not worth the pain in the a**.

spraytannedjenn

You might want to try a pre tan prep on her. Might help

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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