I was thinking about this recently after a few poor experiences, and a couple of good ones at the counters. My interests in a brand and its products waver a lot, but a good experience keeps me returning to it and a poor experience can make me boycott a brand. Its just how I roll 🙂
I personally refuse to buy anything from Make Up For Ever locally, because the SAs at Sephora (where its sold) have, on the 2 occasions I’ve been interested to buy anything, been brusque, pushy and on a memorable occasion, refused to allow me to purchase a foundation I wanted, because to them, I should take one 2 shades darker and more yellow. I know, go figure.
On the other hand, I regularly return to a certain Crabtree & Evelyn store to pick up Christmas goodies or any goodies, because the SA there is a lovely lady who is helpful and friendly no matter when I drop in. Its the sale industry, and like it or not, sales assistants are for many of us, the first point of contact with a brand.
Have you experienced a situation where a poor experience with a sales assistant turns you off a particular brand? Or maybe you had a good experience and that keeps your interest in a brand?
I’ve had another poor experience lately with a sales person of a luxury brand I love – Guerlain. I had had dealings with this lady before and have on more than one occasion made purchases from her primarily because the counter is convenient for me, not because she’s the friendliest person in the world. I’d been snubbed before, but the most recent experience was the last straw.
Without going into detail, over a few visits and communications, I got a surly, almost unpleasant treatment and blasé attitude. I was pushed sets I wasn’t interested in, told I could pay for items first with no guarantee when I might able to pick them up, and it just totally rubbed me the wrong way. I don’t expect to be treated like a beggar by anyone much less at a cosmetics counter. Its just makeup! She actually even said she didn’t mind if I didn’t buy anything from her. Very strange but there you go. An SA who didn’t want to sell me anything I wanted to buy.
Normally, I would have been turned off the brand but as its one I’m a fan of, I chose instead to boycott that counter or specifically, that SA and just go to another one. I later went to a different counter, had a very pleasant experience with a different SA who was friendly and helpful, even without knowing what I was about to purchase. I also had a very pleasant encounter with another SA from the same brand. He was friendly, enthusiastic and helpful so clearly, its just that one person. I know her attitude has turned off not just me but others too. A friend goes out of her way to avoid that specific SA, preferring not to buy anything than give her her business.
Last weekend I was at a Chanel counter where the SAs were quite busy, but one of them took the time to sit me down, test the product I was interested in on my skin, offered some tips on how to use it and was helpful but not pushy in suggesting other items I might be interested in. The brand is one I had lost interest in for a while, but her friendly attitude drew me back in just for a little while.
Brands, if you are reading this, I trust you realise that your sales assistants are the front liners of your brand. A poor experience can turn potential customers right off, and a good experience can turn them into lifelong fans. I personally expect more in service from a luxury brand than I do from a mass consumer or regular department store brand. Its true whether it is cosmetics or accessories. When I don’t get it, I choose not to patronise the stores locally, and buy online instead or just choose to omit the brand totally from my collection. There are so many options these days, loyalty is highly subjective.
Have you had a poor experience that turns you off a brand? Or how about a good one that made you a fan of a brand?
Sometimes, I think its pure luck in discovering a counter with friendly staff. Granted, they are all human and are entitled to a bad day now and again, but I think in the service industry, that bad day should be kept to yourself. I’m not a difficult customer most of the time. I just go to the counter, and tell them what I want, and pay for it. Doesn’t get easier than that. Some customers can be horrible, I know. I’ve seen it and its embarrassing. I know what its like being in the service industry and having a bad day; but sometimes, you just have to suck it up and smile and get the job done, no matter how bad your day may be. That, is good service and that, makes people return.
Paris B
Grl.li says
Great topic! And yes, the SA can make or break a brand for me. They are the face of the brand. A small investment in time and information with a customer will yield a huge result in sales over time.
Paris B says
That’s very true! However it doesnt look like the brands are noticing this!
Coco says
I don’t think I’ve boycott a brand of bad SA, but I’d buy less or buy from someone else. A lot of the time it’s to do with the person and not the brand. eg I had one of the best and one of the worst customer service from Chanel. The best – she was very helpful, very informative, answer my questions, even though I ended up buying only 1 thing out of a few recommendations. The worst – she was like, don’t waste my time if you can’t afford it. I really wanted to buy something at the time but oh well, I’m not giving her commission.
Paris B says
You’re right, Coco. I guess if I can’t help it as with MUFE I do steer clear of the brand locally, but I may buy from the brand online or overseas. Can’t quite strike off a brand but I do know it means I tend to pay less attention to them, and in time, they fall off my radar!
Coco says
I don’t think I’ve boycott a brand because of bad SA, but I’d buy less or buy from someone else. A lot of the time it’s to do with the person and not the brand.
eg I had one of the best and one of the worst customer service from Chanel. The best – she was very helpful, very informative, answer my questions, even though I ended up buying only 1 thing out of a few recommendations. The worst – she was like, don’t waste my time if you can’t afford it. I really wanted to buy something at the time but oh well, I’m not giving her commission.
Bellyhead says
I think I shop mainly on line because I like to research, read reviews and get to know product in my own slow way. I don’t like pressure and generally go to a counter with a predetermined list of things I want to get. Whether I buy a luxury brand or a mass market one, it’s only makeup! I don’t want SA’s to act like they are doing me a big favor by servicing me. Staying with on-line shopping seems like a better strategy for me, but there is nothing comparable to trying things in person.
There is one SA at Burberry in Saks Fifth Avenue who works hard to maintain a long-term relationship with me and I appreciate his effort to keep me happy rather than one quick sale. I value his opinion and really appreciate when things look bad on me! Is to a lot to ask for someone that respects me, is honest with me and wants me for the long term? Hmm, this sounds suspiciously like my requirements for a romantic partner!
Paris B says
Haha at your last line! I think to a large extent, we are looking for the same sort of qualities and like romantic partners, it’s surprisingly hard to find someone that might fit that criteria! It must be why online shopping has taken the world by storm 😉
Mirifique Beauty says
Oh don’t get me started lol. I have had some poor experiences at beauty counters from disinterested, bored SA’s who are absolutely rude.
I used to love Clinique products, wore their makeup for years and still do occasionally however; i have had so much bad service from them and on different occasions with different staff as well.
I got so miffed one day, that i walked past to the Chanel counter were i was given a lovely smile and her complete attention. I purchased a quad eye shadow set from the SA and she gave me three samples for my trouble. (I have never had samples off Clinique), so moral of the story is, i have spent more money at Chanel now than i have with Clinique and never had a bad experience with them
. I also purchased a beauty item from Estee Lauder last week for a gift. The SA just looked like she couldn’t be bothered. When i asked her would she gift wrap for me, she told me i could wait five minutes. I couldn’t believe it. Anyway, as she was wrapping it, a fellow SA went over to her and both started bitching about the manager. They were loud enough for me to hear them. Very annoying. Save it for your break time, not in front of customers.
I think i am going to start saying things now when they are rude or walk off to the next counter
Paris B says
You know what? It looks like we’re all having the same issues worldwide! I can’t believe it! I too get quite bugged when I’m in the middle of being served and the SAs start chatting among themselves like I’m not there especially if they are bitching about someone else. I wonder what made them think that was alright to do?!
Angelina says
If the SA is rude to me, I will NOT buy anything from her. Why should I spend money on a brand where I am treated like dirt? It doesn’t matter if the particular counter is close to me, distance wise. I had bad experience with the SA at Kose AEON Maluri – rude and callous SA.
I have pleasant experience with certain SA from different brands. Needless to say, I keep going back to these brands, and will recommend the particular brand, counter and SA to my friends. Good service goes a long way, period.
Paris B says
You said it! Good service should be rewarded and poor service avoided. It’s our money and we should feel good about spending it, not treated like dirt, as you say 🙂
Juanneth says
I only go to the counter IF the SA doesn’t looks like she/he wants to bite me (from 100 meter away). Otherwise,I will only pry from far and buy it online or beg my brother/bf/dad to buy on my behalf (I’ll get the product no matter what, yes I am that determined hahaha). Unless, I have extra courage on that particular day or I tagged my friends along to face the fierce SA (I wonder why they’re look so beautiful,but sour and scary at the same time, they look like Morgana if you watch Merlin). There are a lot of helpful and nice SAs out there, but I don’t like when SA’s pushing me (nicely) to buy another products BECAUSE, I will go blank and
1. I’d take whatever she recommended,or
2. Back with empty hand.
And for 2, I usually come again the next day, and 1. You’re an evil creature,SA. I hate you (for being nice). I have a pleasant time to say “No,thanks” to pushy and rude SA. Weird eh?
Paris B says
Not weird at all! Rude and pushy SAs deserve the “No, thanks” from us. No need to be afraid of SAs. I used to be to, till I realized there was nothing to be afraid of because it’s my own money I was spending 😉
casey23 says
“There are so many options these days, loyalty is highly subjective.” This is so true!! I had a few bad experiences with SAs and even fewer good experiences.. The most hating thing they do is just pushing me a product I don’t want and the worst of all, they have no idea about what it does/or applies to my skin! A SA in Sephora “insistingly” suggested me to buy Porefessional, and I said to him (and then her because then they became 2) that I don’t like to use primers containing silicone. He said that no it doesn’t contain any silicone and I showed the ingredients list and pointed out “dimethicone” and he just said that but it is not silicone. Then the friend with me told him “Dude, she is a chemist and she is really into this stuff so you better not push her and believe when she says it contains silicone” 😀 I’ve met with SAs trying to sell smelly mascaras that overdue their expire date and insisted that this is how mascara smells like! I’ve met with SAs trying to sell oil containing skincare products to oily skinned gals, and now I became like the most hated customer because when I see a SA trying to push someone a product they are not willing to buy or wrong for them, I just stop them and usually recommend something better for her/him.. I know this makes me nosey and I really hate myself during those times but it really pushes me that SAs are just trying to sell what they are commissioned and doesn’t even care about our health! (Also, I should mention that here in Turkey you can never return any product if you ever opened the container, I believe in the States and some other countries returning policies are much more customer friendly!)
Paris B says
Lol!! Thanks for sharing your story! I didn’t realize you were a chemist and if anyone knows ingredients it would be you! I don’t think you’re nosy telling people the truth and helping out someone who maybe be bamboozled by the SAs 😉 we don’t have a return policy here tools I know how you feel about that 🙂
Deepa says
Oh, dear lord, save us all from these bad,bad SAs!!! And Paris, I have a nasty feeling, that I KNOW which SA of Guerlain you are talking about…. One word. KLCC. I mean, there are plenty of SAs of Guerlain esp in the Klang Valley, but off all the counters I have visited ( And I have visited ALL.) only one and I mean ONLY ONE does the whole, ‘You can buy now, to get the voucher, ets,etc, and I will give you a IOU for the products when they arrive..” And this particular SA only allows you tohave your Guerlain membership card with her. When in reality, you can have the card yourself so that you can shop at any counter and load up on the points, for the reward system. She has on occasions turned very grumpy when I informed her I had made purchases from another Guerlain Counter. Oh my, I think some people are rather afraid of her LOL… and If you decline from buying anything, my my my , her mouth will turn down south quicker than anything I have ever saw! I mean, I believe that it is the SA’s job to further make us realise that we did a good job in choosing the particular brand as our go to brand for our needs. Hence they should be helpful and forthcoming in a healthy manner. There is one lady that I have always enjoyed talking and learning from at Guerlain, BUT little did I know that she WAS not an SA, but was the Brand Manager!! But she was soo nice and her skin, is what I dream of!! (lol, crazy stalker mode on!!) I think as fellow consumers, it is our duty to help each other out, and I am glad Paris, you bought upon this oft seen as taboo subject.. Sometimes we are hesitant to point out the bad ones and not reward the good ones in the flock of SAs… hahaha, and for the ladies who were asking for the much ‘nicer’ Guerlain counter, check out Sogo, She is a Guerlain beauty expert, I believe for 12 years (gave loads of advice, talked about budget(funny word when it comes to spending money on skincare at G) )… and the Guerlain counter in Isetan KLCC is def not bad either. Somehow the Parkson gals turn me off, even-though I am sorta bound to Parkson because of my Bonuslink and Elite Card!! LOL…
Sorry for the mad long post though!!
Paris B says
Haha no need to be sorry, Deepa! The SA I experienced was at Gardens but a month or so ago she was at KLCC so I think its the same one! I didn’t realize she’d been doing the same things and I didn’t even know there’s a Guerlain membership card! :O what have I been missing out on hmm… I recently had a good experience with Irene at Isetan KLCC and I hope that continues or I’ll be running out of counters to go to! Lol
Deepa says
OOH Irene!!! She is the permanent staff of Guerlain for the past 16 years!! Like hardcore SA!!! Her mainstay is actually at Parkson KLCC. She is a very nice lady who helps alot too. I think you might have seen her at Isetan helping the young un’s there. hehehe… Oooh the membership thing is crazy awesome!!! The points will expire at the end of year. No pints will be carried forward and it depends on how much you spend during the duration of a year. it operates on tier system rewards. Let me tell you , the rewards are crazy!!! Full size fragrances, mascaras, skincare and etc… Waaay better than the SK2 ones I daresay… check it out ladies and gentlemen!!
Paris B says
Hmm… The Irene I met was a youngish lady so maybe it’s a different one but she was lovely. Now I’m wondering why no one told me about the membership! I know they have me in the database hmm… Got to check it out for sure!
Angela says
I had terrible experiences with MAC’s SA. Firstly, they don’t bother to talk to me, maybe I was not particularly well dressed and looked like a plain Jane. Secondly, they were quite impatient when I asked about the product details or for their professional opinions. Thirdly, there was one occasion where the SA ‘forcefully’ attempted to try an eyeliner on me when I just wanted to try an eye shadow. When I told her I wasn’t interested, she looked irritated and walked away. So that’s it, no more MAC. Those SA scared me off, lol!
As for good experience, I had a pleasant time in Estée Lauder counter last week. The kind SA not only gave me some beauty tips on how to use the products, but also tried on some nice makeup products on my face without being pushy or drop hints that I should buy the products after the time she spent giving me a free makeup. I ended up buying extra stuff. 🙂
Paris B says
Wow sounds like you and I have the same experience at MAC 😛 I had one put on powder on half my face then when I’d not decided about it, didn’t look too pleased about having to even out the other half of my face. Sigh.. And on a happy note, isn’t it nice how nice SAs makes us buy more than we ever need 😉
Victoria says
Hi Paris. I discovered your blog by accident while browsing about Thalgo products. Great blog I must say 🙂 I did not realise that MAC SAs have such a bad reputation. I buy MAC foundation and powder because it is suitable for my skin tone and I usually get them at Sogo. Although I have been ignored once or twice before as there was a lot of people, I have not had any bad experience with them before. Maybe I have not tried other MAC counters but reading from the comments here, I do not think I want to bother. LOL. I will still use their products though since I do not buy make up often.
Samantha says
Yes as someone who is also working in the customer service line, I always remind myself to be thoughtful of my manners on dealing with customers even if its a complaint….sometimes these bad SA’s just forget that they are carrying their brand’s image & it could make or break them.I once had a bad exp at Faceshop Pavilion – they displayed the wrong discount(40% instead of 10% which is a huge difference) didn’t want to refund our money when we asked for it,i had to make a big fuss before they agree to refund & i swear off that branch until recently whereby i notice they change the SA’s.
Paris B says
You’re right, Samantha. The SAs just don’t realize they carry the weight of the brand on their shoulders. Maybe that’s what the training should teach them, because a nice encounter will mean better sales 😉
Queenie says
Love this post!!! I’m frm Singapore and I have BAD customer service from their Chanel cosmetic counter. I was trying their cleansers. So the SA put the cleanser on my hands already and definitely got to clean it off. So as a customer, I expected her to clean it off for me. But no, she just paste a cotton pad on my hand and that’s it. Poor services. Would not buy any thing from her.
Paris B says
Hi Queenie, wow that was quite an experience. May she meant for you to feel the texture? Still it’s quite a strange way to deal with it.
Cy says
I know what you mean. Brands have promotions for us to redeem samples from time to time (diff brands, of course) but when I tried to redeem from certain brands *shifty eyes* I swear the SAs tried to make me uncomfortable and made me imagine things like them thinking “Nothing comes free in the world so you’d better buy something from me” or “I know you’re not buying and you’re just here for the free stuff damn you” lol. IMO they should be thinking/saying out loud “i hope you’ll have a wonderful experience using the freebie(s) so when you do you’ll return to purchase the full-sized product…i’ll sneak in some other freebies to entice you and if you leave your contact num, i’ll let u know if there’s any sales/promotion” hahahaha my mind is probably wandering to neverland by now but i feel that’s how it should be. Besides, they ARE paid to make us (user or not) to feel good!
Paris B says
Ohhh I know what you mean, Cy! I sometimes get the flyers or codes to redeem freebies too, but sometimes, the SA is so reluctant to hand it over. I think sometimes the brand means well, but their staff on the ground spoil the experience. Pity. We might actually be so happy, we’d return after trying the sample!
synical says
I am one of those thick-skinned people guilty of going to cosmetic counters/stores to redeem free samples and don’t end up buying 90% of the time; but it’s cos we don’t have the return/exchange policy here and it’s too expensive for “oops, wrong colour/broke me out/etc” mistakes.
One of the better retail experiences I had recently was at the Oroton store in 1U. Saw a bag I liked when it was a new arrival there, the male SA was so nice and friendly (even though I had no makeup, was in shorts, etc) and even remembered to call to inform me about their sale. I felt bad about not giving him the sale when I bought said bag at Pavilion store when it finally went on sale 😛
Paris B says
Well, if it’s a free sample redemption, you shouldn’t feel bad at all about not buying, because that’s what the sample is for anyway – to see if it works for you 🙂 I sometimes get poorer treatment if I have to redeem samples than when I just walk up to the counter randomly. Also, sometimes, companies have different policies for sample redemption that they don’t standardize. It really bugs me especially before, when I was told I had to bring the newspaper ad to redeem a sample and it never said so! Got a sour face and terrible treatment, I took it up with management 😛
Sam says
This extends to Australia too. MAC is notorious for its poor customer service. There is one brand I won’t buy in my home town because of the poor service, I’d rather wait and spend up big when I go on holiday! A lot of the counters are hit and miss, thank goodness for online shopping!
Paris B says
Ugh MAC! I have to say amen to online shopping. It cuts out that additional stress – and then its the waiting stress instead 😉
Charm says
The awkward feeling when the sales assistant follows you everywhere. From the moment you step in the store ’til you leave. Eyes on you. Ughh. I hate that.
Hannah says
have to say it – Kiehl’s at KLCC Suria. I really wanted to try the product but the SAs behavior totally turned me off.
yivlily says
Hie! speaking of Guerlain SA, I had this wonderful encounter with Dean at the Gardens, Isetan. he was a very helpful and attentive SA, who went all out of his way to help me get the product that I wanted.
Paris B says
Ooh is he still there? Last I was there, he was only temporary but he is definitely one of the nicer, more helpful and friendlier ones. Always makes me buy something LOL!
Irene says
MAC,of MAC.
Another problem I have with many (not all) SAs is – their make-up is awful! Their face is orange, their eyeshadow hideous, blusher is splotchy — and I’m like…I’m taking advice from you WHY???
I wonder if it’s okay to tell them that, esp if you encounter one who REFUSE to let you buy the shade of foundation you want!!
Irene