Spray Tan Complaint!!!

[MobileKat]

Hi all!

I sprayed 2 ladies on Thursday eve, I txt the clients the eve after 2 see if all was well. 1 lady has just replied to tell me that her tan was patchy just on her hands and face. This client was a mitherer (dont know if that is spelt correctly), she had been texting me since she booked the appt 2 weeks ago. I informed her about all prep she needed to do & she said she knows what to do as she has had loads of spray tans (she even had one of my Tantrick leaflets which explains all prep etc on reverse). Anyway about an hour b4 her appt I asked if she had done her exfoliating etc and she said she was about to do it, I asked her not to moisturise as this would act as a barrier. She said she wouldnt.
Anyways, I was wondering why she has gone patchy on only her hands and face? Alls I can think is that after her shower she has moisturised her hands and face (as you would). She said the rest of her tan was perfect & the other lady had no complaints (she did tell me she had done all prep night b4). I used same solution on each client.

What do I reply to her complaint about being patchy without offending her as I think she would be good for giving recommendations as she is a hairdresser at a top salon?

Thanks in advance

Katrine x

 

[julesgems]

Hi

I would phone her up rather than text her and ask her if she had washed her hands before it was time to remove the guide colour, and if she is sure she removed all traces of make-up from her face.

I have had 1 client who had a patchy face and this was because she applied her make-up on top of her tan without having washed off first!

If you are salon based it wouldn't hurt to offer her a free re-spray on her face, and if you are mobile - you could offer discount on her next tan.

Either way, it sounds like a prep problem or a bit of carelessness on the client's part after the tan!

 

[kylieb]

Firstly i would ask to go and see her to see it for myself. I personally wouldn't recommend exfoliation this close to a spraytan. I always make it very clear to my client that they need to do it the night before. I then ask them to shower one hour before i arrive. This gives the skin time to cool down,dry and pores will have time to close.
It does sound weird that it was just her face and hands though. She is probably never going to admit to using moisturiser though.
I would just go round and spray her face and give her hands a once over with a fine mist asap. Hope this helps hun
XXX

 

[MobileKat]

Thanks, I am mobile n she lives quite a distance away. How should I word my reply to her without offending.

 

[kylieb]

Thanks, I am mobile n she lives quite a distance away. How should I word my reply to her without offending.

I would just say something like ... I am really sorry for your tan not developing on your face and hands properly. How about i come and see you so that i can establish the problem and put it right.

Or something along them lines. Strange how her friend is fine though hey! I dont think it's anything youve done wrong. Just keep your eye on her next time lol
xxx

 

[joe90]

This doesn't sound like anything you have done at all otherwise her friend would be in the same predicament. Your spray tan technique is great and you should not doubt yourself for a minute.

I always tell my clients "if they have any problems (and I always say, I will be surprised if you do) to ring me the day after" that way the onus is on them to let you know if things have gone wrong and I have never had anyone ring me.

I think by you ringing them Sarah it says that maybe you are expecting something to be wrong??

Go and see her or ask her to come and see you so that you can put right whatever has happened. It would seem though that it is either a prep or post tan problem, maybe she has washed up after having her tan and not even given it a thought. She may have also cleansed her face before going to bed forgetting she had been sprayed. Us ladies do stuff almost on autopilot and it is not unusual for this to happen. I doubt though whether your client will admit to it.

 

[MobileKat]

Thanks for all your responses, I'll tell her if she wants me to look at it for her then she can come to me and I will do all I can to help. I dont think she will bother as she doesnt drive n she lives quite a distance away. Eh Ho you live n learn.

Thanx guys

 

[Jaffacake]

one of my clients had patchy hands once, i put pics on here... I think she had slept with her hands between her legs or something? perhaps your client slept with her hand under her face? It is almost certainly something they have done i'd say, and I agree, I never contact them to see how it looks, I think if they dont like it for any reason they will soon contact me! touch wood I have only ever had two complaints in over two years! one of them was the patchy hands, the other lady i had struggled to spray whilst she was sitting down because she was on crutches - dont know how she had the nerve to complain that she didnt think her legs were even really!! amazing that they complain and still want to re-book though isnt it? If someone had tanned me and it was really bad the last thing I would want is another tan! some people are just after something for nothing, always bear that in mind.

 

[boshena57]

I had few problems with clients' hands if they are hairdressers. They put their hands in all sort of chemicals, and they often have patches of dry skin from that. If I learn that it is their profession, I tell them straight away that they might have some patchiness on their hands because of that.

I find that it is always better to either offer a half price tan next time or spray them for free, they remember excellent service rather than a bad tan.
You will always get wingers, who want attention and they will find problems with everything. I don't let them get to me.

 

[MobileKat]

Thanks guys! I have phoned her and told her that it sounds like the tanning solution has reacted to a product she has used on just her hands and face but without seeing it I could not be definate. I have told her that if at some point this week she is working in the salon nr me then I will pop in have a look and give her a free top up on hands n face if she would like. She said she doesnt know until on the day if she is needed in the local salon (sickness etc) so I have told her to give me a ring when she does. She seemed happy with that, I will keep u updated.

Cheers x