- If you can, try to wear foundation for a whole day before buying it. What looks okay freshly applied at the counter can oxidise to orange or turn ashy as the day goes on, and ideally, you want to see what it looks like in all kinds of lighting. If you say at the outset that you won't be buying foundation straight away, you'll be less likely to feel pressured into buying whatever the sales assistant puts on you. Another good idea is to pick someone who is wearing the correct shade herself; if the sales assistant can't match her own skin chances are that she won't have any better luck with yours.
- If I book a makeover, I do try to have at least two items in my head that I know I'm going to buy beforehand, to avoid the awkward moment when you look in the mirror and decide that you aren't terribly keen on what the make up artist has done. If someone mugs me or begs to apply something to my face, then all bets are off, but generally I politely decline impromptu makeovers unless I'm very interested in the line. The sales assistant is in many cases betting that you'll be too polite to get out of the chair without buying something.
- Talking of makeovers - try to be specific as to what look you're after. It's not the make up artist's fault if you hate what they've done if you told them to do 'whatever you think will suit me.'
- To receive courtesy, be courteous. I know, this is obvious, and you are all far too well-mannered to need to be told, but it is true; if you expect a sales assistant to be polite to you, greet him/her like a human being and don't talk on your mobile while someone is serving you.
- Resist high-pressure sales. Some lines are worse than others for trying to persuade you that you also need a brush/liner/balm/blush to go with it when you just wanted to buy a lipstick. Know what your limit is, and stick to it. You want to be able to enjoy your purchases, not be crippled with guilt when you look at the department store bag.
- And sales assistants - please don't hover. Say hello, ask me if I need help, sure, but if I say I'm just browsing don't keep talking to me about every single item I pick up. The Dolce & Gabbana counter in Selfridges is particularly bad for this. I was browsing with a friend, we were discussing shades and the sales assistant kept interrupting us to tell us what we should be buying. It was horribly uncomfortable, and neither of us bought a thing because of it.
- At the other end of the spectrum - if you are the only assistant on a counter, please don't ignore other customers who clearly want to buy something because you're doing an impromptu makeover. This has happened to me more than once at the Bobbi Brown counter in John Lewis Cambridge, most recently earlier this week when I was trying to buy a Christmas present for my mother there. If you are in the middle of a makeover and there is no-one else about, then politely excuse yourself from the makeover for a moment and take my blasted money!
Friday, 13 November 2009
Cosmetic Counter Etiquette
As a veteran of the cosmetic hall battlefield, here are my tips for surviving a department store shopping trip:
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i always do my research on the makeup i wanted to buy like searching for swatches & reviews... as i want to avoid situation when the SA starts to get pushy and introduce stuffs i not even intending to buy and ends up buying unwillingly.
ReplyDeleteI agree with all that you say!
ReplyDeleteI think the only thing for me to add is - be confident. A SA is less likely to badger you if you are confident in your manner and voice. Normally I can sense if a SA is going to be pushy and I just glance at them while I fiddle with stuff at the counter. Or I will say 'Thanks, I will come back to you if I need help'. You can do this and be confidently polite too : D
And if it's not working, walk away. That SA hopefully would have learnt after that, and if not then that company has lost your business.
great post!
I did a post on customer service http://computergirl2007.blogspot.com/2009/10/customer-service-good-bad-and-ignorer.html#comments
ReplyDeleteDon't ignore me for paperwork!! I had this a the Bobbi Brown counter in Birmingham. The one MUA was doing a demo the other was looking through paper, looked up and saw me... then ignored me and carried on reading. I stood there for a few more minutes and then gave up and walked off. If the customer service is bad then I don't want to support the store. If find MAC hit and miss.
I also hate counters that arent looked after properly. There should be tissues as the very least. And I never swipe on my face, always hands. *shudder*.
Emma :)
OMG - re number 7 the exact same thing happened to me in John Lewis in Oxford Street. The two make up assistants were both doing makeovers, and there were several customers clearly wanting assistance - ALL BEING IGNORED!! I couldnt believe it. In the end I left (but did go back later - I really wanted that blush!).
ReplyDeleteExcellent post Grace!
ReplyDeleteI agree with all the points you make. Personally, I make sure I address the SAs by their name (thank God for the useful little name tags at Selfridge's) with a smile so as to establish some kind of rapport, regardless of whether I'm buying or not. I find it makes it easier to either get asistance if I'm interested in actually purchasing something specific, or to get across the point that I want to be left alone to browse and play with the products.
Have a very nice weekend!
Nina
I do lots of research first before even going to the battleground. That way I know what I want and won't be sucked into buying other things - this tactic works 90% of the time in my case. :)
ReplyDeleteAnd take a friend with you, someone who can tell you honestly "that eyeshadow makes your eyes look like a zombie" or something like that. LOL.
Great tips! Its a minefield in the Beauty Halls!
ReplyDeleteThose were all excellent tips! Wow, you are certainly quite a beauty hall veteran. :D
ReplyDeleteWe're quite lucky here in the Netherlands as far as pushy sales assistants (SA) are concerned. It's very normal for them to approach a customer to ask if she needs assistance. If the customer politely denies assistance, the SA will say, "Oh, do let me know if you need any help later." and walks away to leave the customer in peace.
Contrast that with Asia! Awh, I've had some unpleasant experiences with pushy SAs. They won't leave you alone to browse at your own pace. Very irritatint! :D
Love this post, so true! :-)
ReplyDeleteI've had a pretty bad counter experience at a number of counters the worst being Bobbi brown counter.
ReplyDeleteI live in Melbourne Australia.
Me and my nine year old sister were shopping at a department store and came across a BB counter. The MA is busy putting makeup on a girl, which is fine with us. I look at my sister and try to decide on a flattering shade to match her complexion, when the friendly MA pops up and says Hi, and asks if we need any help.
I decline and explain I'm picking a shade out for my sister to try on and she says sure, call me if you need any help, that she is just a bit busy with an appointment and i say sure thanks. All is fine and dandy.
I realise we are running late for a movie, so Ariana and i have no time to explore any further.
Later in the day, after the movie, we go into different department store in the city and into a different Bobbi brown counter. I pick 2 shades, the previous one and a different one, to try on each separate cheek.
I pick up the brush, when the mean MA pops up and says 'Please don't touch the makeup'.
I'm taken aback. A million thoughts run through my mind. 'Perhaps, she thinks we're stealing?' or 'maybe she thinks we are too young?' or 'She doesn't like the look of my sister who looks kinda middle eastern?'
She doesn't offer an explanation or help. She just stares at us, as though she expects us to leave at this point.
So, i ask, if there is a particular reason, why we aren't allowed to touch the samples...
and she says because its un-hygienic.
Still, no help offered...
So, i ask if this is Bobbi Brown policy...
and she asks if we are planning on buying anything or just wasting her time.
=0
i could have cried. She just looked so malicious.
It was one of the worst encounters I've had with anyone really. She was that rude.
And, since then I've only had MA's doing all sorts of convoluted things to get me to buy whatever their selling, including, trying to recruit my boyfriend to their side with them on how a foundation looks on me. (that didn't work, because he thought it looked atrocious, so she disregarded his opinion saying men don't understand makeup anyway...) [LANCOME]
or
ganging up on me, by asking the other MA on the counter to tell me about the benefits of a particular products after i specifically stated i cant have salicylic acid on my face due to acne treatment... and that im already on acne treatment, hello.[CLINQUE].
I've just given up. I'm not rude to the MA, but I'm usually cool. I don't make eye contact to avoid a conversation, and begin a discussion with my boyfriend, to seem engaged.
they've never convinced me to buy anything, so im proud of that.
Great post, I've actually complained twice about that John Lewis BB counter (and I am not the type to complain usually), so seems like they haven't improved ! There is two ladies in particular who irk me on that counter, wonder if it was one of them.
ReplyDeleteI actually was floored recently when I had a SA (MAC) help me who was really professional and seemed like a true makeup artist, makes such a difference.
Love this post! Agree with your points.
ReplyDeleteI can't stand when they don't know their product lines. A couple of beauty 'advisors' at our local drugstore keep insisting to me that GOSH is a Canadian brand and owned by the drugstore chain. I told them it is NOT but they look at me like I'm crazy.
sigh.
Hi Sizbelle - going prepared is a very good idea. I like to have least narrowed down my possible choices a bit before I get to the counter.
ReplyDeleteHi Moodeve - yes, confidence is key! :) Some of them sense weakness ;)
Hi Computergirl - I've just read your post on this, and I was nodding along to it.
Hello Amina - what is it with Bobbi Brown counters? I don't think BB would be happy if she knew.
Hi Nina - that's a really good tip, thank you. Hope you're enjoying your Suqqu. x
Hi Music - I agree, and a candid friend is a really good shopping companion.
Hi Mizzworthy - it certainly can be :) I don't understand how some counters can be so good and others aren't.
Hi Witoxicity - It definitely sounds like it's better to shop in the Netherlands!
Hey Halifax - thank you :)
ReplyDeleteHi Killingxspree - that sounds very unpleasant. Cosmetics are so expensive in Australia, you'd think SAs there would be super nice.
Hi Replica - it's happened to me on more than one occasion on that particular counter. It really is quite rude not even to make eye contact and acknowledge a customer who is obviously standing there wanting to buy something.
Hi Michelle - oh yes. I can kind of forgive the MAC girls for not knowing what the next million collections are (although the girls in Covent Garden are really good, and generally do) but lack of basic knowledge about your brand is a real turn off.
Thank you all very much for your comments - I really do love to read what you think. x
It's really shocking that we have to have a 'plan of action' at all in order to buy make up. When is the beauty industry going to wake up and realise that low pressure but genuine advice is far more likely to result in a sale than a hefty push. I think SAs assume their customers know nothing and don't really cater much for the make up educated. Bloggers really know their stuff and could probably out perform the SAs any day of the week in terms of sales, knowledge, manners and application. Personally my 'action plan' for Selfridges and Debenhams is to literally put my head down and run. For John Lewis and Fenwick though, I can actually walk through without being ambushed.
ReplyDelete