Focus Question: Beauty Insider

[sephoraadmin2]

BeautyTalkers! We want to hear from you:

What can Store Employees do to make you feel appreciated and valued as a Beauty Insider while you are shopping in store?

Share your thoughts in the comments below!

[DesertRose0706]

I agree 100% with #2!  I've seen an SA grab a concealer with a wand, apply it directly to her wrist which I did not see her clean/sanitize, then put the wand back in the bottle!  This is very unsanitary.

[person11]

Ick.  They need some Paw Palettes.

[annypoo]

I've been to 6 Sephora's and only 2 (the 2 that weren't in my city) that offered me samples. One gave a perfume sample without asking and the other asked me if I would like any samples. If only the stores near me did that!! The stores in my city never ask or offer!

[lecia1167]

Samples! I love trying new products, and I have bought a bunch of stuff from samples I've gotten. It's also nice to be acknowledged as Rouge and spend a ton of money in Sephora.

If there aren't samples at the store, how about they offer us a sample of something in the store? I'm sure all of us have specific needs. For example, I am always looking for products for clearer skin, anti-aging and under eye care. It would be great if someone asked me what my needs were and said, "Great. Let me make you up a few samples that you can take with you and try."

[lovebaking123]

GWP in store is something that I really think should be in place. This would definitely encourage me to buy things to get a GWP. 

[butterblume]

When I go to the Sephora retail store I usually go to the Briarwood store, and that is usually only because my husband is taking me to the mall and will buy me things (meaning I don't have to buy them myself). This store has lovely SAs who have offered to make me samples of things I am interested in and usually tosses in a few packet samples, but this is not my experience at every store - notably the SiJCPs which apparently have no samples at all.

Outside of going to swatch foundations or try scents, there is not really a reason that makes me want to go to the store right now, because I get more perks when I shop online. Online, I get a deluxe sample for almost every $25 I spend as well as 3 samples for every order I place.

In store, I don't get any samples, no promos, and I have to spend fuel and time and energy going out there.

Like others have said, offering samples would be a huge step in the right direction as well as deluxe minis. It'd also be nice to be acknowledged as a VIB or Rouge - and treated just a little more nicely? Even if that just means an additional foil packet tossed in the shopping bag as a gesture of appreciation.

I love it when I get an extra little foil packet tossed into my online orders. It's happened a fair number of times and it always makes me smile and feel appreciated for being Rouge. ❤️ the warehouse people!

[BeautyJunkie325]

I agree with the foil samples & GWP in store.  I end up ordering online because of the samples and the promo codes.  

Also if you make a sample for me in store, make sure I have enough product for at least one application.  I've gotten some samples with enough to actually try & others where I've gotten a half a pump of moisturizer that wasn't even enough to apply to my entire face.  The SA's that I've found most helpful were ones who gave me additional suggestions for the type of product I was getting a sample for.  One visit to SiJCP, a SA made 4 different primer samples for me to try.  She listened to what I was looking for & in addition to the one specific brand I wanted to try she pulled 3 others so I could compare and purchase the one that worked best. 

[Anonymous]

I'd like to chime in and say that every problem people have mentioned here has never, ever occurred in my local store (Kitchener, Ontario). The employees there are generally stellar--

- they greet me and respond appropriately whether I say I need help or are just browsing

- they're happy to provide samples or help me compare products, and whether or not I agree with their advice they continue to assist me and won't give me 'attitude'

- I'm always referred to a staff member who is more specialised in the area I'm looking at if needed, but this isn't often, as all the staff seem to be pretty good all-round

- I get samples (other than those I ask for of particular products) about 75% of the time at the check out area, and it's always a two-way conversation-- if I don't think a sample would be useful to me (eg. once there was a bareMinerals foundation pack which I knew would be too dark), I say so and they happily compromise

- a few of the staff members know me by name and make me feel welcome whether I'm seriously looking to purchase or not

I'd also like to add that I recently got a makeover in store. It was a 'what the heck, I'm Rouge, I should take full advantage' situation. The artist who worked with me was amazing. She spent a good twenty minutes finding my perfect foundation and discussed everything she tried with me. Every product was explained and if I had problems with it, I said so and she kept working to find the perfect combination. I'm extremely pale, and she didn't try and force me into bronzer, or too-dark foundation, or clown blush like most of the other makeup artists I've dealt with. Then when she was finished, she gave me extra large (two tubs) of samples for products we'd discussed throughout (Exfolikate and Josie Maran Argan Oil), a regular sized sample of a third, and a generous sample of the foundation she used (Marc Jacobs) even though I said upfront I wasn't likely to purchase because of the price. I'll definitely be going back; it was a thoroughly enjoyable process and there was zero pressure to purchase anything.

Because of my experiences in store, I'll only ever buy online if there's a particularly good promo (eg. the Blitz sample pack, or the free bareMinerals eyeshadow duo). I feel that for all the good work the in-store staff put in, I should show my appreciation. PErhaps it would be good if Rouge had some extra benefits, but based on the amount of makeovers I'm going to go in for, it's definitely worth it for me, and since I would have spent that amount anyway, it wasn't an extra stretch to make Rouge.

(Sorry, that was huge, but I honestly think my Sephora has displayed excellent customer service and should be recognised for that amongst the complaints!)

[mberteig]

Kudos to your store!  I would like to say that I also always have a wonderful experience at my local store, Westfield Santa Anita.  I also have not experienced any of the problems that the other BTs have.  The associates at this store know me, greet me, and are helpful and friendly.  A huge shout out to the associates there!!!

If I see something I want a sample of, I ask, and have no problems getting samples of whatever I want.  I usually get 2 or 3 samples made up each time I am in the store.  Once, an associate even gave me a deluxe sample and additional samples of some skincare I was interested in.

Actually, I am not one much for tossing in a few foil sample packets at checkout.  I don't want random stuff, I want things I know I use or want to try.  If there were a selection of foil packet samples and I were allowed to pick 3 of them, that would be cool.

I really like the suggestion regarding having the online promo code items be available in the store.  Like many of you, I also purchase online because of the promo codes.  

I absolutely love the idea of scanning cards on entry and having a red shopping bag for the Rouges.  Now, we are only recognized at the end when we show our cards when making a purchase. It would be nice to have the recognition during the shopping experience.

[jxw200]

That is so awesome! You should definitely fill out the survey thingy that comes with your receipts so the store gets some recognition!!! 

[Anonymous]

I do every time 🙂 The possibility of the gift card prize is rather tempting, I must admit!

[itscarin]

Give out samples without having to ask for them.

[MarB87]

I also think it would be great if the SA's offered to grab samples for customers or were at least more accommodating when asked for samples. There have been times when I've asked for a sample to test a product, and the SA tries to redirect me or attempts to have me just buy the product first. It's much less costly for customers to sample a product, instead of having customers return products they try and do not like (and I'm sure headquarters understands this, but it seems to not be trickling down to the SA's).

[DesertRose0706]

This happens to me all the time!  I ask for help selecting color of foundation and say right away I want to get a sample to try to see how it wears throughout a whole day.  Once we find the right color, they try several times to get me to buy it then and there without a sample.  And if I had bought the foundation all those times, I would have returned them each time, which is a loss for Sephora - so why do they do that?!

[MarB87]

I don't get it either. It just doesnt make any sense from a business standpoint. If they're so worried about using up a "tester" product to make samples, then shouldnt they be worried about their store's bottom line (which would definitely be negatively affected by all the customers returning products they bought to try and didnt like).

[jen81]

More samples in store. I agree SIJCP always asks what samples I would like to try.   more deluxe samples available in store not just online.   

[bearcat97]

I agree with everyone who's said that it would be nice to get samples in store. I get 3 free samples online with no minimum purchase PLUS there's usually a deluxe sample with a $25 minimum purchase. Let's face it, I spend AT LEAST $25 at Sephora on every trip, so I don't think it would be that crazy to expect a deluxe sample of mascara or moisturizer or primer with it. I'm not about to spend $23 on a mascara unless I can try it out, so I love those deluxe samples.

I do love going to the store so I can see the testers of things like eyeshadow and whatnot before I buy them. And I did recently have a lovely experience at my local store where an SA asked if I needed any help and I asked her if they had the Too Faced Chocolate Bar palette in stock. They didn't, but she found the tester for me so I could at least see it in person in case I wanted to order it online.

[gtichick]

I wish I had thought of it but like someone else said- ABSOLUTELY the staff should be well versed in current and upcoming promos. One of the most frustrating things is asking about a promo in the middle of it and getting a blank stare.

[jojobe]

SA- what??? a Promo...we don't do those. 

ME- Yes I am Rouge, are you sure there isn't anything going on?

SA- Nope- 

Me. What is that behind you that says ROUGE GIFT??

SA- Oh, those , we don't give those out!

ME- Seriosly! 

SA- Yep here is a couple foils though! have a great day

[jxw200]

HAHAHAHAHA. I should stare behind the counter more. Time to put on my glasses lolol. Now jojobe you should find out what these rouge gifts are

[jojobe]

I tried, man she was stingy or clueless. I mean I spent over a hundred dollars so it's not like I hit 35.00 and said gimmie my gift! lol