I don’t know about the majority of you, but I’m actually intimidated by cosmetics counters. Less so now than before, but when I walk up to a counter, and see a BA (beauty advisor) standing behind it, my guard goes up. I look at the array of products on offer and my spidey senses tingle at the BA standing just at the edge of my vision, waiting to pounce.
As you can imagine, buying products, for me, has been a bit of a stealth action. I hone up my information on what I want, go to the counter, rattle off the items I want, wait for it to be picked up, resist small talk and run off to pay for it at the counter, escaping with a sigh of relief.
Now tell me I’m not alone.
Well I’m glad that some brands are starting to realize how intimidating a whole bank of counters is to the consumer. We sometimes want to browse, but when we see the whole table of stuff, unlabelled as to what they’re for, we blank out. When we get a pushy BA who sticks to us like glue, and pushes A skincare and B serum and C lipstick if you just so much as glance at it, we run away.
Estee Lauder must have read my mind, because their new counter design at Isetan KLCC is done up to make consumers feel a little more welcomed. The dated deep blue and gold is now kept to a minimum, and the counter is done up to look and feel like a boutique where anyone can go and browse and be beautiful. Let me take you on a little tour of this new layout and tell you of some complimentary services available. Yes, complimentary = free! 😉
Instead of a long table with skincare on one end and makeup on the other, the new Estee Lauder counter now keeps them separate. So, if you are there to check out the makeup, feel free to browse and try the testers at the colour play station.
Latest collections are placed amongst the classic favourites and this time, everything is on display. I hate it when I go to a counter and want to see a particular item in a particular collection, and then have the BA take it out from a drawer somewhere and then tell me I can’t touch it, because its not a tester. Erm… yeah how do we buy anything without first testing, right?
If you aren’t sure of your foundation shade, one of the complimentary services offered is colour matching of foundation. There is a chart they use, and I was colour matched to 2.0 Light. I was a little sceptical. 2.0 looks dark! But the BA then tested it on my skin, showed me how it blends into my skin and then showed me some pointers on how to achieve a flawless foundation. You can get it too, just ask 🙂
Another complimentary service is the 5 Step 5 minute makeover. The BA will show you a basic skincare routine and then do a quick makeup touch up for you. This is a good time for you to start asking questions like : How to do a smokey eye or to test if purple eyeshadow is something you can wear easily.
I asked to try a purple shadow, because purples and I don’t get along very well, and I was very pleasantly surprised to see that one of the Estee Lauder palettes (Violets or something… I forget 😛 ) was actually quite pretty on! It was a palette I’d have passed over with a dismissive “Oh, purple!”
The skincare bar is easy to browse and products are clearly labelled according to the concerns they address. You can just tell the BA you’re just browsing, or you can seek their assistance to do a quick complimentary skincare consultation and find the products best suited for you.
I usually prefer to browse by myself until I need help working out which item does what. It was helpful having the BA there to help me when I saw that other than my staple of the Advanced Night Repair serum, there was another smaller bottle of Advanced Night Recovery Concentrate. It turns out the latter is an intensive treatment that you only use for 21 nights once every 3-4 months. I also learned that the ANR serum can also be used in the day. No, your face won’t explode as I thought it might 😛 But because it contains retinol, I’d recommend using a good sunscreen as well.
The bestselling ANR is the highlight of this period, which is a great for me, because I just ran out! I’ve decided to keep this as a staple in my skincare routine, so I will use it in conjunction with other serums (maybe) but I’m not planning on switching it out 🙂
If fragrance is your thing, then the fragrance bank and complimentary fragrance finder service is a good place to start. I’ve used a number of Estee Lauder fragrances in my time – Beautiful, Intuition and Dazzling Gold were repurchases. Yeah, I actually used to finish up stuff. Those were the days…. 😉 This time, I was very surprised to be matched to Sensuous and Sensuous Nude the new Estee Lauder fragrances. I’m not familiar with them, but I decided I preferred Sensuous, because it was stronger and spicier. Zing! 😉
I was also told that there is a Re-Nutriv hand massage too for those wanting to experience the Re-Nutriv skincare range. This is done in a lovely alcove done up in soothing dove grey tones where you are slightly cocooned against the noise outside, befitting the luxury image of Re-Nutriv. That’s the more luxurious, more exclusive range that I’m told is even better than the regular ranges. Hmm… at those prices, I would certainly hope so! 😛
If you happen to be at Isetan KLCC at any time soon or during the weekend, step into the Estee Lauder “boutique” counter and have a nose around and try any one of the new Estee Lauder Signature services. The counter is now very bright and modern and products are easily accessible to see, smell and try. I highly recommend the 5 minute makeover service. It is a fun way to brighten up your afternoon, get a makeover, and maybe even discover something new – I’m planning to go back and pick up one of their new blushes and maybe even a fuchsia lipgloss. I didn’t even know they were new!
Do you share my sentiments about most cosmetics counters? I don’t deny that some BAs are super friendly but sometimes they only are, because they are familiar with you. The rigid traditional counters that separate BAs from customers don’t help this image either. So I’m glad that brands like Clinique with their SAYLI counters and Estee Lauder with their new counter, are taking this step to break down the barrier. Consumers are getting more savvy, and we don’t like being hounded or badgered, so this fluid open concept is great! I hope more brands go this way. It might actually make cosmetics shopping more fun and less intimidating 🙂
Paris B
Estee Lauder New Signature Services as described here are available only at the new Estee Lauder counter at Isetan KLCC and are complimentary. Other Signature Services (see link) are also complimentary and available at all Estee Lauder counters.
LeGeeque says
July 6, 2012 at 8:53 amNo, you’re not alone in wanting to browse in peace. I remember when I was in Ipoh for holiday just recently, I spent a grand total of 15seconds at the Estee Lauder counter. I was going to pick a lipstick up as a gift for my aunt. Lipsticks, fragrances, blush, powder, skincare were all shoved in my direction. “want this? this? this? this? what about this?” Dear god, no thanks and left. I think sales assistants really need to be retrained on a new model of serving customers. If a customer is really just there to browse, make an exit and let them know assistance is ALWAYS available. If only all beauty counters have this sort of browse-at-your-leisure sort of model.
cc says
July 6, 2012 at 9:55 amAre you referring to the Estee Lauder counter in Parkson Ipoh Parade?
Zero problem with the ones in Aeon, Kinta City. But the ones in Parkson.. absolutely disgusted with them!!
LeGeeque says
July 6, 2012 at 12:00 pmYep. Bingo. That’s the one.
Mira says
July 6, 2012 at 11:29 pmThe SA at Estee Lauder Parkson Ipoh Parade is very annoying! Today I went to Parkson to buy some Diorsnow skincare. When I walk in front of the EL counter to go to the Dior, the EL’s SA stop me and ask if I want to buy EL’s products. I was just passing through! Could she be any more annoying than that. >.<
Paris B says
July 8, 2012 at 10:00 amI think this badgering tactic worked back in the day but these days, when we have more options, no. If I can’t find a counter that serves me well, I just go online where NO ONE will bug me 😀 I think its a start that big brands like EL and Clinique are starting to notice this, before they lose all their sales to Sephora LOL!
Stacey says
July 6, 2012 at 9:47 amNo, you are definitely not alone! I feel intimidated whenever I am at the counter, stress levels goes up and I feel compelled to buy something because of pushy BAs. If I am not buying, I always have to come up with some reason to justify why. sighs.
Paris B says
July 8, 2012 at 10:01 amI know exactly what you mean. Sometimes, I take a stealth approach, making sure there’s no BA or that the BA is engaged with someone else, check what I want and then run before they come over 😛 Its just too much of a bother explaining sometimes.
germs says
July 6, 2012 at 10:07 amyes! i’m quite intimidated by the counter BAs.. they buzz around like bees and refuse to let us browse in peace. the best part? they throw the ‘are-you-a-beggar’ look when you ask for samples -_- do BAs in Malaysia do that? estee lauder’s new counter looks roomy and fun for browsing though, and i love the sound of the 5 minute makeover!
Paris B says
July 8, 2012 at 10:05 amHaha! I know what you mean. Yes, we get them here too and I think its true everywhere. The more high end the brand, the more uppity the BAs are. Sigh… It looks like EL is rolling out makeovers for their counters worldwide so maybe soon you’ll get a spanking bright EL counter in Singapore too where you can browse and get that 5 minute makeover… just for fun! 😉
Kel says
July 6, 2012 at 10:36 amThey should also start putting the price next to the testers, I hate it if I got to ask for the price & some nasty BA will give you the ‘can you afford it’ look..always pisses me off…For browsing, i like going to Sephora, at least the vultures don’t descent on me as soon as i step into the store.
Paris B says
July 8, 2012 at 10:06 amOhhh excellent idea Kel! Hopefully someone’s reading this. I would go to a Sephora too except I don’t go to the parts of town housing them that often 🙁 Might be a good thing for my wallet though 😉
Stacie says
July 6, 2012 at 10:36 amI agree completely! I prefer to browse by myself and ask for assistance if I need it. I don’t care for pushy salespeople, but I know that they are just doing their job. I al ost always end up buying something I don’t really want or need. So glad to see a brand like Estee Lauder using this approach instead. Stacie xo
Paris B says
July 8, 2012 at 10:08 amIf a SA is friendly, I’m more inclined to listen to what they have to say and maybe even buy something because I’m interested. There was one before who gave me a mini makeover to help me decide on a product and I ended up getting 3 of the items! So what they need to be is a bit more friendly and less pushy and they may even rack up better sales. Maybe that’s what EL is hoping 😉
sooyin says
July 6, 2012 at 10:52 amYou’re definitely not alone! I hate it whenever the sales assistants hover – not only at beauty counters, but every other type of store too. Just yesterday, I was at L’occitane and the salesgirl kept on asking me to try their Almond series. Shampoo? Miss, try the Almond series. Hand cream? Miss, try the Almond series. Gah.
LeGeeque says
July 6, 2012 at 12:15 pmDid she pronounce it as ‘EL-MOND’ or ‘ah-mond’? 😛 If the former, then snigger snigger. SOrry, bitchy mode. Good thing you know me and I’m not usually so bitchy. OK, I am. Aiya, you know me la sooyin, say onli 😀
Paris B says
July 8, 2012 at 10:09 amErgh! I dislike walking into L’Occitane for that reason. The sales people are like vultures. I walked in once asking if they had body oils other than almond. They pushed me every darned thing under the sun… from the almond range. Sigh…
Ginny says
July 6, 2012 at 11:26 amPB, being intimidated should surely be a thing of the past for you. It is easy to put pushy BA’s in their place by asking them technical questions in polished English, something you should be able to accomplish with ease. Since the majority of them can’t speak decent English and can’t be bothered to improve their product knowledge, they will be taken aback and won’t mess with you. Companies make hefty profits from beauty products, so the least we should expect is polite service – no showing faces, critical comments on one’s appearance, refusal to give samples unless one makes a purchase, etc. If faced with any of these negatives, vote with your feet. Telling them off (politely) is optional.
Paris B says
July 8, 2012 at 10:15 amAww thank you for the vote of confidence, Ginny! The problem is, too many of them won’t get sarcasm or even English if it jumped up and bit them on the nose! I find most times, if I drop things a notch, they may be a bit friendlier. Polite service is all I ask for really. I don’t really need them to be ultra friendly so long as they are polite. A few years ago, I had a BA at a makeup counter actually hold up a mirror to me and say “You use neutral colours what, so you won’t be able to use this palette” and I was so offended, I wrote in a complaint and possibly got her into trouble. But there you go. Don’t mock the customer, and just sell us the damned product if we want it. 😛
Ginny says
July 9, 2012 at 3:42 pmRest assured that I’m a big admirer of your market savviness any day! I thought the lingo mastery was better in the Klang valley unlike the neck of the woods where I live, where switching to dialect is de rigeur to make myself understood. Thumbs up for writing in your complaint and getting results; once, I emailed a complaint to one major brand but they didn’t have the courtesy to reply, so Brand X is now crossed off the list of this presumably insignificant customer. Hopefully, EL has started a market trend that has other brands following their footsteps in providing more customer-friendly facilities and service.
Paris B says
July 9, 2012 at 10:52 pmYeah, I think the SA feels less intimidated when you are a ,ass consumer too. Maybe it goes both ways hehe… As for your experience with Brand X, they don’t deserve your hard earned money and I’m sure you’re able to put it to better use in a friendlier more effective brand!
Ginny says
July 10, 2012 at 11:34 amErr….”a ,ass”?? Is it some Gen X term I haven’t heard before?
Paris B says
July 10, 2012 at 11:45 pmCrikey! So that’s what auto-correct did to my comment! I have no idea what they mean lol! What I was trying to say is that sometimes the SA feels less intimidated when the consumer isnt too uppity so it goes both ways. Gotta remember to proofread before hitting reply next time!
Ginny says
July 11, 2012 at 4:19 pmSeems more like auto-mess up. Excuse me, are you implying my approach in the face of snotty service is uppity?
Paris B says
July 11, 2012 at 6:15 pmOnly if you think so Ginny 😉 Some of these people deserve it!
Hanny Daforcena says
July 6, 2012 at 11:42 amI’d usually smile and walk off when I feel eyes on my back when I’m browsing at beauty counters. ^.^ Thank God that we have Sephora now where we can just swatch and observe to our heart’s content. Heh heh heh.
But usually though, conversations between me and any SA goes like this:
SA: Yes?
Me: Just looking around.
SA: *Gives me the stink-eye*
Paris B says
July 8, 2012 at 10:17 amHaha! I tell them the same thing too and at snootier counters, they always give a look. But I was at a EL counter in Isetan The Gardens where I met one of the friendliest SAs. I told her I was looking, so she didn’t fuss but when I did ask a question, she was quick to respond, helpful and subtle in her suggestions so I actually ended up buying more than I should LOL!
Swati says
July 6, 2012 at 11:59 amoh yes, saw their revamped counter or rather the entire store in Delhi!!! it was sure better than the whole ordeal of having an SA behind!!! but, still, I was too intimidated that I ran away from the store 😀
Paris B says
July 8, 2012 at 10:17 amAhhh so its a worldwide thing then! You shouldn’t run away Swati! We’re the customers who are keeping them in business after all! 😀 So next time, I hope you walk in and ask to try one of their signature services 😀
Jennifer says
July 6, 2012 at 12:02 pmLol, I had fun reading this post simply because I’ve frequent the EL counter in KLCC without realizing the all the new customer experience details which you’ve written with such thoughts and explanation. Kudos Paris 🙂 And of course, I recognized most of the BAs in the pictures as well. They are my friendly BAs 🙂 Then the comments left by readers. Well, they hit the nail on the head. It was only 3 months ago that I visit cosmetic counters not feeling as small as before. That was because I stick to a few familiar ones in KLCC and bought items from them.
But other than my regular EL counters, for other brands, I start feeling small all over again because of the sharp stare from the BAs in their flawless skin and when I ask if the product is suitable for my sensitive and oily skin, I get that “Oh miss, you are asking such a ridiculous question” look simply because their product is from XX country and tested 12345 times etc etc. And they are also very “pantang” if you ask for sample sachets, something which I still fail to understand till today – some decline you, some tell you that they will give if you purchase an item, often in hundreds in exchange for a 5ml sachet?!
In general, I’ve had poor experience at Parkson Pavillion and will not return. But having said that, occasionally I do meet sympathetic BAs who will throw in lotsa samples when they see my skin condition. And I will actually go back to them to purchase if I liked the sample. I do like the Clinique stand alone boutiques in Mid Valley, they are quite good 🙂
Paris B says
July 8, 2012 at 10:21 amAhhh I forget its right in your neighbourhood! 😀 I’m glad you had a good experience at the counter, Jennifer. Good and friendly BAs are essential to our cosmetics buying experience! Do you know I still don’t go into any MAC store? Everytime I walk in, I get the up and down look and I hate it. But I also realise I don’t miss anything not going into MAC so its all good 😉
I too don’t get it about the samples. I’m told by some brands that they actually have very limited stocks of sample sachets but yet, I wonder if the samples are meant for us to try the products why be so stingy about it right? That said, there are also some notorious people who go round picking up samples and never buy so I can understand why some BAs may be more reluctant to give it up and instead save it for their regulars. And you’ve been to the Clinique counter at MV? Its nice how you can wander around looking at things and they don’t bug you (too much) right? 🙂
Jennifer says
July 8, 2012 at 12:28 pmLol, maybe I am too hooked to EL for a bit now. Sometimes during my mini lunch, I drop by to check out their foundation and they’re generous to give me a mini makeover, very chatty and are concerned that I work late etc. So I usually tell myself, EL is a great brand for me because I almost always leave the counter more beautiful. The senior staffs there are very polite and well trained. They almost know every good tactic not to make customers feel small or ugly. The Clinique counter in MV which is stand alone has a wide range of items for you to browse around, sometimes having just 1 BA is good because she cannot split herself to bug quiet shoppers like me 🙂
What bothered me sometimes is when I browse at new counters with my sister. My sister is in uni and due to the food, water and lifestyle, her face is a pimple pie now. She feels terrible about her face, so are mum and I. Some BAs will rush to her and vulture her with bad bad comments which makes me very upset. “OMG, your face needs help!!! Let me show you this cream…”. Their horrified look and Pimple 101 lecture can harm than do more good…Some of us have been there through rough acne days, we all know how it feels when people throw this sort of gaga behaviour. Usually, I will steer them off politely and hop to another counter until we both feel comfortable to seek advise, try and buy.
Skincare these days come in all sorts of branding, variety, pricing and available all over. It’s almost like buying insurance or staying at a 5 star hotel – all almost on par but usually it’s the sales service and customer experience that will make you a returning customer.
Oh and MAC? Sorry to say. I always walk past and peer thru, that’s it. The SAs looked too polished for me, the aura felt overwhelming even before stepping into the store. I’ve always envied people who can tell if they are a NCxx or NWyy shade, sounds so cool, so uniform and international lol. But it’s ok…shades are meant to be tried and tested I guess.
Paris B says
July 8, 2012 at 10:40 pmNot just you. I don’t know my NC or NW foundation shade either. No one can match me for some weird reason so I gave up. There has to be a better way that relying on their numbering system 🙂
As for what happens to your sister, I’ve faced it myself. I get pushed whitening products all the time. It’s as if every cream is a miracle when I know for a fact it won’t work. If it did, no one will have pigment problems 😛
Nikki says
July 6, 2012 at 12:14 pmAhhh, so it’s an Asia Pacific phenomenon to revamp the E.L. counters! I love the new E.L. counter locally and the couch was super comfortable I can sleep there! LOL
Paris B says
July 8, 2012 at 10:22 amAhhh your counter too! 😀 The new counters are amazing and that Re-Nutriv alcove is quite something eh?
Issa says
July 6, 2012 at 1:23 pmyou are not alone! I sometimes never bother to test anything because of the BA.. I don’t want someone following me when I’m checking the counters 🙂
Paris B says
July 8, 2012 at 10:33 amIts especially hard when they start to tail you. I sometimes target a busy counter on purpose. The BA can’t serve everyone at once! 😉
Efrain says
July 6, 2012 at 1:40 pmParis you are not alone, and there aren’t only the sales assistants of beauty, also when I buy clothes they are behind me! But in the other hand there are also assistants that don’t help you or don’t give you important information, so both cases annoy me ¬¬
The place where I prefer to buy cosmetics is in Sephora (but it’s pricey :/ ), I don’t know in Malaysia, but here in Mexico you can prove the products without ask for them, there are testers of almost every makeup product and of some skincare so you only ask the assistants for determinate things. I think it’s more comfortable.
Paris B says
July 8, 2012 at 10:35 amOhhh clothes! I hate it! Especially, when I’m browsing and I pick up something from the rack and put it back and they come up behind me and rearrange the rack, while I’m standing there! I don’t know if you see the same thing happen where you are, but it really ticks me off, and if that happens, I walk out. Sephora here is more flexible about browsing, but I don’t go often as I don’t go down to that part of town very much. Where possible, I just shop online LOL!
Sunny says
July 6, 2012 at 3:54 pmWhoa this looks grand and spanking new! I also prefer to browse at my pace before getting someone to help. I think the salespeople have learnt to be less pushy in Taipei over the years. In the past they lurked like sharks and jumped on you whether you wanted it or not! I also went to an Estee Lauder counter yesterday and got my little retouch. What impressed me the MOST was how well their Double Wear eyeliner held up on me! I might have to go back and get Black Plum 🙂
Paris B says
July 8, 2012 at 10:51 amI don’t know if the sales people in Taipei are anything like the ones in Hong Kong. Goodness! They stick to you like glue over there! I dare not even browse, even in Sasa where they’re always hovering waiting to hand you a basket and recommend some weird product or brand I’d never heard of. Eeks!
synical says
July 6, 2012 at 7:41 pmI have the worst luck ever – they hover around me when I’m not buying and when I actually do want to purchase something, there’s no one to be found.
Paris B says
July 8, 2012 at 11:03 amDamn Murphy and his law eh? 😉
Janessa says
July 6, 2012 at 10:49 pmI love the layout, indeed! It makes me want to have everything! 😀
Paris B says
July 8, 2012 at 11:07 amIts fun to see what’s new too especially in the makeup counter. It was so hard to see the new stuff before 🙂
Mira says
July 6, 2012 at 11:36 pmSome SA that I met are really annoying though. I just want to buy what I want, but they can’t stop shoving products to me. What I hate the most is when they spray perfume on me. I already had a perfume on me, and when she spray other, I’ll smell weird. And some SA will give me a stink eye when I said I’m just browsing, her face looks like “can she even afford this and yet she’s browsing?”. But some are nice though. I like the Dior and Clinique SA in Parkson Ipoh Parade. ^^
Paris B says
July 8, 2012 at 11:08 amHaha! Oh my! I always avoid perfume promotions because sometimes the fragrance really stinks! And as you said, if we already have fragrance on it doesn’t go. Usually if I see an SA give me attitude, I just go to another outlet or another counter. I’m not about to hand over my hard earned money to someone who can’t even smile.
Esther says
July 7, 2012 at 12:13 amOoch, I have the same problem – I always get super-self-conscious when a BA hovers, and usually only approach counters if I’m definitely planning to get something I’d already looked up at home.
Paris B says
July 8, 2012 at 11:11 amIts sad we should feel this way right? Which is why I’m glad to see some brands are starting to realise this and making things more comfortable for us 🙂
Jue says
July 7, 2012 at 12:31 amI know! I am always terrified of them. Sometimes you know when I read the reviews here I just want to try it for myself.
One times I was looking at blusher and this SA tried on me and halfway done I told her I did not like the blush and she just stop there and there I was standing with half blush cheek????
Not funny and I think that is absolutely rude. Even if I don’t like it, it could be I don’t like the color or something else. For pete’ sake that was my first attempt at buying blush(I was 24 for the record)
She should finish it for the sake of me looking normal and not some crazy half blush cheek girl.
Anyway I avoid the counter when I see her. I only go to places that I am comfortable with.
Dior and Shiseido in Melaka is very good by the way.Always throw me a bunch of free sample
Paris B says
July 8, 2012 at 11:13 amWhat?? You mean the SA just left you? It happened to me once at a MAC store. She did up my one eye to show me how it looked. Then I decided I didn’t like it but would take the powder instead and instead of doing up my other eye, she gave me makeup remover. WTF?! So yeah I’m not a fan of the brand as you can tell LOL!! The good thing is that many brands have multiple counters so its easy to go to another outlet or just switch brands.
Sze Ling says
July 7, 2012 at 1:40 pmMe too! I hate going to beauty counters/shops and have a BA glued behind me. I very much prefer to take my time and browse. And if I ever need help, I’d go get a BA. If a BA starts getting pushy, I’d just build up a wall and not buy anything at all.
Paris B says
July 8, 2012 at 11:16 amSounds like sticky BAs are all our pet peeves! 😀
Sze Ling says
July 10, 2012 at 1:51 pmOh wait, I just noticed something. The ANR has Retinol in it? That’s news to me.
Hmm…then can I use it at night after using the Hada Labo AHA+BHA cleanser?
Correct me if I’m wrong. I remember reading somewhere about not mixing Retinol and Glycolic Acid together, as they essentially neutralize each other out. But in this case, the glycolic acid is in a cleanser, and not a serum/peel. Does that make it okay?
Did I just confuse you? 😛
Paris B says
July 10, 2012 at 11:52 pmYes ANR has retinol. I’m not sure about how the Aha/Bha will work with it. Since its a wash off I’m thinking that logically it should be ok as opposed to it being a leave on. I’m not sure though, sorry!
Sze Ling says
July 11, 2012 at 8:26 amNo no, that’s alright. Don’t be sorry. 🙂