How to Deal with an Unhappy Spray Tan Client – Without Losing Your Cool (or Your Reputation)
, by Lynsey Bennett, 2 min reading time
How to Deal with an Unhappy Spray Tan Client – Without Losing Your Cool (or Your Reputation)
No matter how experienced you are, every spray tan artist eventually gets that message:
“Hi… my tan didn’t turn out the way I expected.”
Take a breath. It’s not a reflection of your entire business — it’s a chance to turn a hiccup into loyalty.
Here’s exactly how to handle an unhappy customer like a pro.
1. 🎯
Identify the Real Problem
Ask calm, open questions:
- What don’t they like? (Too light? Too dark? Patchy?)
- When did they notice it?
- Did they follow the prep/post-care advice?
Often, it’s less about the tan itself and more about misunderstood development.
2. 🚿
Confirm They’ve Rinsed Properly
Guide colour is not the final result. Always ask:
“Have you rinsed off all the guide colour thoroughly with warm water?”
If needed, advise a gentle second rinse or use of mild soap in stubborn areas (like creases, neck, or underarms).
✨ Pro Tip: Don’t be afraid to tell them to wash again — some clients worry the colour will wash off completely. Reassure them that proper rinsing is essential to avoid patchiness or staining.
3. 🤝
Reassure & Stay Calm
Your tone matters as much as your solution.
“Thank you for letting me know. I take every client experience seriously and want to get this right for you.”
Keep it professional — no defensiveness, no blame.
4. 💸
If in Doubt, Refund
Yes, even if you’re sure you did everything right.
Why?
Because your reputation is worth more than £25.
A client who feels heard and looked after is far more likely to return — and recommend you.
5. ✍️
Take Notes & Learn
Log the incident. Was it a new solution? A client on medication? A last-minute booking?
Every tricky experience is feedback that helps you improve consultations, prep advice, or aftercare comms.
💡 Final Word: Don’t Take It Personally
Even the best spray tan artists in the world get complaints. What sets you apart is how you handle them.
Stay professional, stay kind, and always protect your brand before your ego.
Your calm response today builds trust for tomorrow.
#LussoTanPro #ClientCareMatters #TanWithConfidence