You need to have a complaints policy. take some time this evening and sit down and write one. It doesnt have to be lengthy or even for anyone else but you to see.
My complaints policy re spray tan is this:
I give pre care advice , on the phone and in writing and I always check that the client has followed it, if they havent then I tell them at the time of the tan that I cant be held responsible. No refund etc...
WHen I have done the tan I insist they wear correct clothing etc, if they dont then I explain that I cant be held responsible ( I always tell them what I expect them to wear AND its on my price list. No refund
If they are not happy (only had two in 3 years thankfully), i ask them to return so i can see the problem, if they cant come back the very next day, no refund.
2 of the 3 complaints were about the tan lookin gpatchy HOWEVER on cloer inspection they still had lots of guide on and when they reshowered it was fine.
The third one had also not followed my advice and had kept her tan on for a whopping 23 hours!!! ( la tan is 8 hours max). so sorry, but no refund there either.
When people complain you need to stay calm and in charge, find out exaclt ywhat the problem is. IF it was a case of I had missed part of them and was my fault then I would without doubt refund and offer a free one . If its down to colour, they wanted ligther or darker then sorry but my consult is very very indepth and so I am not going to be held responsible if they have gone against my advice.
Try not stress, its time for you to put a policy in place and work by it. then at least when or if another complaint comes in you will be ready.
If you think they touched their tan , then you need to say so. the ymight have done whilst asleep etc but its still not your fault! checking a tan is simple ask them to how you the areas they are not happy with and look over it. if they need to get undressed again so be it, they wont mind if they are genuine and its shows you care and are keen to listen to them.
tigi
xxx
