Spray Tanning - First Ever Complain!!!

[SunSpray]

Hi All,

I'm pretty sure I know what you're all going to say but I'm still looking for your advice please.

Last night I spray tanned a very regular client, who I've tanned at least 15 times before. She's normally very good with her skin prep, and her results are usually great (I'm proud to say). A few weeks ago, though, she mentioned that her previous tan hadn't taken very well to her shin area, so asked if I could make sure I went over that area twice (she also likes her feet, hands and face sprayed twice too - not something I offer but I'm happy to do it if the client asks).

She hasn't really mentioned her shins since .... except for today. She texted me, on her way to her weekend holiday home, saying "my shins are all white/blotchy". When I left her last night, I thoroughly checked her over and even stayed chatting for a while and there was no way the tan had been applied unevenly - she looked fantastic. We tried to meet up this afternoon to have a look but it didn't happen and she's now gone away for the weekend - with her friend who I spray tanned the night before with the same bottle of solution and she's 100% happy.

She said she shaved the night before the tan and exfoliated on the day like she always does. She also said she didn't shower immediately after getting up this morning, and the colour guide looked as it normally does.

What would you more experienced spray tanners say? I'm fully expecting to hear "your client's doing something to prevent the tan from taking evenly" but when you're in the thick of it, handling a complaint from one of your most regular clients who you get on with really well, it's really hard to lay the blame squarely at her door.

I've already decided I'll have to re-spray her legs, if not her whole body, FOC, but I'm not so much worried about that, as trying to find out why this could happen on just her shins.

I'm going to ask her:
- When did you shave
- When did you exfoliate, and with what product
- What other shower/bath products did you use in the day or two before the tan
- What shower product did you use to wash off the colour guide.

Can you think of anything else it could be, or any questions I can (reasonably politely) ask? I'm spray tanning this client's daughter tonight and I'm now NOT looking forward to it

Thanks xx

 

[ladynaz]

maybe she just got a bit more sweaty than usual..not sure where you are but its bin fab weather.lol
you could ask her that..things are gona change i guess from time to time

 

[kylieb]

I'm not sure which solution you use but it may be worth your while applying some exfoliating spritz before hand to the offending shin.
xxx

 

[Violet Star]

See this is very strange when you tan someone for so long and then one day their tan just isnt right the only thing i could think of is

1.Is she using a different lotion when shes bathing or any different products in her prep routine?

2. Was she spray tanned in her 'ladies time of the month' as this can sometimes go a little wrong due to hormones etc

xx

 

[Flowerbyrne]

does she sleep on her tummy?? I have done the same thing on my arms. I would offer a free top up but try to do it midday.

 

[Jaffacake]

maybe it was long boots, tight jeans or something that had rubbed?
I'd say its got to be her doing something rather than you though..

 

[SunSpray]

Aaaaaggghhh the not knowing is driving me mad. She's coming back Sunday night and I'll do her a freebie tan asap afterwards, and in the meantime we're going to strip my gun and clean it all out this weekend, just in case it did have something to do with the application.

Thanks for your replies, this really was a shocker because I'd never received a complaint before - and I hope this is a one-off because I can't stand the strain!

 

[tinkywinky]

My bet is she has crossed her legs in bed and it's taken the tan off.

It's happened to me before

 

[collin]

Hi All,

I'm pretty sure I know what you're all going to say but I'm still looking for your advice please.

Last night I spray tanned a very regular client, who I've tanned at least 15 times before. She's normally very good with her skin prep, and her results are usually great (I'm proud to say). A few weeks ago, though, she mentioned that her previous tan hadn't taken very well to her shin area, so asked if I could make sure I went over that area twice (she also likes her feet, hands and face sprayed twice too - not something I offer but I'm happy to do it if the client asks).

She hasn't really mentioned her shins since .... except for today. She texted me, on her way to her weekend holiday home, saying "my shins are all white/blotchy". When I left her last night, I thoroughly checked her over and even stayed chatting for a while and there was no way the tan had been applied unevenly - she looked fantastic. We tried to meet up this afternoon to have a look but it didn't happen and she's now gone away for the weekend - with her friend who I spray tanned the night before with the same bottle of solution and she's 100% happy.

She said she shaved the night before the tan and exfoliated on the day like she always does. She also said she didn't shower immediately after getting up this morning, and the colour guide looked as it normally does.

What would you more experienced spray tanners say? I'm fully expecting to hear "your client's doing something to prevent the tan from taking evenly" but when you're in the thick of it, handling a complaint from one of your most regular clients who you get on with really well, it's really hard to lay the blame squarely at her door.

I've already decided I'll have to re-spray her legs, if not her whole body, FOC, but I'm not so much worried about that, as trying to find out why this could happen on just her shins.

I'm going to ask her:
- When did you shave
- When did you exfoliate, and with what product
- What other shower/bath products did you use in the day or two before the tan
- What shower product did you use to wash off the colour guide.

Can you think of anything else it could be, or any questions I can (reasonably politely) ask? I'm spray tanning this client's daughter tonight and I'm now NOT looking forward to it

Thanks xx

hey your getting unnessarily stressed here...these things are going to and do happen to all of us...come on were not spraying fences here were spraying humans who all have issues and are different.

You cant let these situations take over your life...tackle it head on and move on to the next issue.

The ability of coping and dealing with problems such as this is what distinguishes a true pro from others :hug:

The shins are a problematic area ...not much flesh there and this area really does get a hammering from daily life ...clothes/boots/bedding/partners rubbing and so on...also dry skin..whilst not as acute as elbows and knees is also an issue here.

There are some parts of the body where we avoid solution application...arm pits/between breasts etc...there are some areas where additional solution application can be needed..faces,legs and in particular shins...but be careful as very easy to over apply and cause other problems.

To complicate every person is different so you do need to get to know which person requires more or less solution application to certain parts of the body.

To make matters worse a customer you have figured out as you've been spraying them for a while can quickly and easily change over night and what was good last time could change without warning.

The key is to get this over to a customer when problems arise...don't just go giving free top ups etc...say ok what we will do is next time focus more on this area and lets try doing xxxxx kind of thing and see how we go"

Confidence in what we do as professionals is essential as the human body can throw up all manner of problems for us....when you think you have just mastered a customer and their specific problems with application..bang ..it all changes and your back to square one.

Get on top of it as its going to happen regularly throughout your career

Good luck with this particular customer problem:hug:

 

[Princessstacie]

I wouldnt get too stressed with it to be honest, its one of those things that happens. Its not like her tan is continously patchy and she is never happy with it. It could be many reasons why it hasnt turned out perfect. Your happy to put it right and she is happy for you to do so.
Getting over stuff like this is what makes a good therapist, not just being perfect all the time. Dont let it get you down. Just make sure she is extra careful with her skin routine before and after and you should be fine. HTH xx

 

[SunSpray]

Thanks everyone again. I'll be seeing this client by Monday night at the latest and like Collin says, I'll not only do her an FoC tan but will pay particular attention to her shins and discuss how this can be avoided in the future, and although this is against my principles I'll even give her a call the next day to make sure she's happy :lol:

Hope you're all enjoying the afternoon sunshine xx

 

[littlegrohl]

I got into the habit of including sluff wipes in my routine.. gave them a once over myself, or asked them to do so before the tan..
More then likely it happened after you tanned, and i think its important that when you leave your client you do so feeling 100% happy that she/he has been tanned to the best of your standards.. leave them an after care sheet, and being confident in your work.

I have fixed up a few tans in my time, and each time it was clearly the fault of the client not following the aftercare programe.. it happens.. I have had one try to tell me what i did wrong.. (when clearly you could see she had slept with her knees together.. she had two white crcles in the exact spot!!)

at the end of the day, WE, are the professionals and when we start doing anything FOC we are admitting fault, or not showing confidence in our skills.. or just being too soft (lol)

hope you got it sorted.

 

[SunSpray]

Hey Littlegrohl,

I always provide pre-treatment and aftercare advice, possibly too much sometimes(!)

And I totally agree with giving freebies looking like we're admitting responsibility. In this case I'm 100% happy to provide a freebie and have twice used the words "as a gesture of good will" when discussing with the client, which is exactly what it is. This client not only has very frequent spray tans herself, but has introduced many of her friends and family to the joys of my spray tanning. She's away for the weekend with some girlfriends, two of whom I tanned last week and have tanned two others previously - this couldn't have happened at a worse time and thank the Lord the other two's tans are great.

Although I'm not 100% clear on exactly what has caused her spotty/patchy shins with this tan, I know that she wouldn't knowingly do anything to disturb the tanning process. I'm also confident that even if she hasn't revealed a little change of routine or product used which may have affected this tan, she won't do it again because she just loves having gorgeous tanned legs that she can get out any time she likes (apart from this weekend ....).

Thanks again
xx