Over-reacting Staff - tanTALK

Bronze Star · 05-25-2002, 02:33 PM

We have one member of our staff that is chronic over-reactor when it comes to lotion issues. Sounds weird, huh? But the minute a client complains of ANYTHING, this staff member blames the lotion they are using. If someone isn't getting results... they aren't using the right lotion. If a client develops a rash, it's the the lotion. If a client doesn't feel well after tanning, it's the lotion. If a client has white spots (from pressure points on acrylics) it's the lotion. It's not so much an issue of dealing with it when it comes up... THAT I can handle. But the problem lies that she says stuff outloud to the clients, giving her opinion BEFORE discussing it with the owner or anyone else. Then suddenly the client believes they were sold a BAD lotion that did them harm. Which is not true.

I got so frustrated the other day I did the math. And if you calculate in the true problems with the non-exisistant ones... it is less than a half of a percent of our tanners showing any type of trouble. What percentage of your tanners have problems, real or imagined?

tangirl · 05-25-2002, 08:55 PM

It sounds like she needs some training. She is using the lotion issue as a cop-out because she doesn't know the real answer.

Tamar · 05-25-2002, 09:53 PM

Jeez, Louise. If she doesn't shut up, your clients will quit using lotion all together. I agree with Tangirl, she needs product training (and a zip on the lip).

fungirlz · 05-26-2002, 06:49 AM

Training.....training....training....... ...

Knowledge is power...
How long has she been in her position..
How many clients has she turned off and lost?

Yes I agree training is key here.

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05-25-2002, 02:33 PM	#1 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,693 Rep Power: 24	We have one member of our staff that is chronic over-reactor when it comes to lotion issues. Sounds weird, huh? But the minute a client complains of ANYTHING, this staff member blames the lotion they are using. If someone isn't getting results... they aren't using the right lotion. If a client develops a rash, it's the the lotion. If a client doesn't feel well after tanning, it's the lotion. If a client has white spots (from pressure points on acrylics) it's the lotion. It's not so much an issue of dealing with it when it comes up... THAT I can handle. But the problem lies that she says stuff outloud to the clients, giving her opinion BEFORE discussing it with the owner or anyone else. Then suddenly the client believes they were sold a BAD lotion that did them harm. Which is not true. I got so frustrated the other day I did the math. And if you calculate in the true problems with the non-exisistant ones... it is less than a half of a percent of our tanners showing any type of trouble. What percentage of your tanners have problems, real or imagined?

05-25-2002, 08:55 PM	#2 (permalink)
tangirl Join Date: Jul 6 2001 Posts: 1,875 Rep Power: 23	It sounds like she needs some training. She is using the lotion issue as a cop-out because she doesn't know the real answer.

05-25-2002, 09:53 PM	#3 (permalink)
Tamar Join Date: Aug 15 2001 Posts: 1,906 Rep Power: 23	Jeez, Louise. If she doesn't shut up, your clients will quit using lotion all together. I agree with Tangirl, she needs product training (and a zip on the lip).

05-26-2002, 06:49 AM	#4 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,339 Rep Power: 24	Training.....training....training....... ... Knowledge is power... How long has she been in her position.. How many clients has she turned off and lost? Yes I agree training is key here.

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