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!

[tracygirl64]

Samples, gift w/ purchase promotions (for VIB's and Rouge members) and a better return policy for those that are VIB and Rouge. I'm still VIB, but I'm sure with how much I USED to spend at Sephora, I would definitely be Rouge. But, I returned something a while ago and could not find my receipt, I got the worst attitude ever from the girl who was checking me out. Dirty looks, rolling her eyes, it was SO rude! I think she can see my points and recognize that I spend A LOT of money there. I prefer to do most of my shopping online now, unless I need to see an actual color in person or something. There should be a no hassle on returns policy, ESPECIALLY FOR YOUR MOST LOYAL CLIENTS, WHICH WOULD BE YOUR VIB'S AND ROUGE MEMBERS.

[solveig]

To be fair, it's more of a particular employee's attitude problem, as Sephora already has one of the best return policies in the industry (well, them and Nordstrom). I think that they should really look into top-of-the-line customer service training for all of their employees though.

[lillyjumper]

I would love more in store perks! The whole idea of Rouge, from what I have heard, was to get more in store shoppers, and by having more special only in store perks, we would be more willing to shop in stores! I do a lot of online shopping, although one store is not even 10 minutes walking (even less driving) just because i love the perks online. As well, it would be nice to have more help in stores. There have been so many times when I just walk around and would have probably made a bigger purchase IF someone offered to help me, or help me more. 

[vanillammm]

During the busy holiday and sale dates, heck even on busy weekends (when the line is literally 30+ people long) have a special checkout line for Rouge clients - like they do at Hotel and Airport ticket counters for their VIP members.

This won't cost you a dollar extra to implement. Well, maybe the cost of
the red velvet ropes to highlight the line. ; )

[tracygirl64]

Good idea, vanillammm! 🙂

[jojobe]

I like that too! 

[klbandy]

Honestly, samples. I can't tell you how many times I have been turned away or ignored when I asked for one single sample. The sales associates are unfriendly or too busy reapplying their own makeup or talking to another employee. I have stopped trying to ask for help if I want a new foundation and just color match myself. Or if I ask them if they have any more stock in the back or underneath, most of the time they won't even take the time to look. They'll just scoff and say no and walk away. If they were more approachable, it would make a world of a difference.

[Anonymous]

It would be nice to be able to print out or use "online only" promos in stores- I am talking about things like the viceswap and mini perfume bottle promos. I would defiantly purchase- and purchase in store- more often.

I would also feel like I was valued as equally in store as I was online. 

[Onceuponatime45]

I think that VIB's and ROUGE members should get some samples in the store. I'm more inclined to buy a product if I have tried it and hasn't caused me an allergy. This strategy would bring more revenue to Sephora because most of us might end buying the full priced item for us or for somebody else. Definitely include 3 samples just like online and a little extra for VIBS and ROUGE....I think this is one of the reasons, a lot of us do our shopping online (the perks!)

[jojobe]

Thanks for asking for our input- now we only hope that you will actually listen to what we are saying and implement it. There seems to be a theme here going on and I am sure your highly educated staff can figure it out. Thanks for listening

[Anonymous]

Dear Sephora,

Please hire me as Director of Rouge Operations.

I have great organizational skills, extensive experience in project management, process streamlining, coordination through interdepartmental and subsidiary involvement from a corporate level, retention of current and new clients, team building, implementing policy & procedures, safety issues, Ethics board member and a 'can do' attitude with proven results.

I am a Rouge, love the company and would be a great addition to this team.

[malday]

I've been pretty lucky in my experiences at Sephora, maybe it's because I don't really try to ask questions because I get everything I need to know from BT. The staff at my local Sephora (Pasadena, CA) are always friendly and helpful and don't ignore me, always smile when I walk by or compliment me, and I usually get a few SAs asking if I need any help so I'm grateful for that, however I know not all Sephoras are like this. A few out of town Sephoras I've been in need some basic customer service training.

Here are a few of the things I think would be great in-store, many of these are already mentioned:

1. Samples! My local SiJCP (Arcadia, CA. This is at a mall that also has a freestanding Sephora) is always happy to give samples even when I don't ask!

2. More knowledgable staff. I usually have good luck with te SAs and them helping me out, but most of the time when I ask about new products, new promos, new anything, they can't really help me. New stuff comes out every season, you think they'd have some sort of seasonal brief! Also a lot of SAs seem to have trouble knowing stock dates. When I went in store to see if the UD Naked liquid foundation was available yet they said no but gave me a date of when it would be. Another time I went in asking about Benefit Rockateur and they had no idea. Inconsistent..

3. Returns..about returns, I've only made a couple in my life. Like, literally two because I got gifts for xmas that I had already purchased. Both cashiers were really nice abou the returns, and did not give me trouble about returning things purchased online. However I know that many stores give people a lot of flak for doing this.

[charpic]

OMG Pasadena is my go to Sephora too!  There was an Eastern Asian girl who worked there that I just adored.  She was so friendly and helpful and wasn't rude or unfriendly at all when I asked for samples.  

But I get what everyone else is saying too.  I wanted to use the color IQ skin tone finder thing because I felt like my skin colot changed.  The girl I asked for help from seemed like she wanted to be anywhere but there when I went to ask for her help.  She would not help me find my skin color and pretty much missed out on possible sales commission since I was looking for a new foundation. 

Whenever I see terrible customer service, it makes me want to work in a store just so I can fix the situation, even if only by a bit.

[misscg]

I think one way to improve appreciation is to incorporate gwps and in store promos by starting with rouge members. The promo code/GWP could be weekly like the ones online and exclusive to rouge members to see if it would make more members shop in store vs online. It would also reduce the likelihood of abuse of promos and the quick sellout of them if its offered in store and only to rouge. It should still be offered to everyone online but in store extras should be exclusive. Or better yet how about those rouge surprise gifts or exclusives that haven't been done as of yet?

[chupi]

Once I asked a SA at a Sephora (this is a Sephora [42nd and Madison, NYC]  where almost all the SA's just stand around) if they had a sample of something. She said, "No." without even looking or making me one and walked away. It was as if I asked her if she could spare some change.

At the same Sephora I had a shade of lipstick in mind and said price is no object. She handed me one without offering to apply it or swatch it and said that she'll be back. She never came back.

I am super sweet, mind my p's and q's. I don't know if I don't fit into what they think is a big spender - I look a lot younger than I am. They seem to fuss around women older than me who have no make-up on.

[tbuss]

It's been said already in this thread but it bears repeating - don't give me attitude!  If I'm coming into the store it's to try stuff on, so don't give me attitude because I don't have a ton on makeup on, or because I'm dressed casually, or because I weigh more than the other girls in the store, or because my hair has no product in it and is in a ponytail.

Or for any reason, frankly.

Also staff should be more willing to listen!  I've gotten brushed off with a pert and cheery answer even though what the sales girl is saying makes no sense.  For example: I went in store to get help because an order came to me in Canada by post, and it contained an Ohio girl's Clairsonic order including her packing, receipt and return mail labels.  The hotline was unable to help so I went in store wanting to just have this stuff taken off my hands.  The staff were all pleasant and helpful, but they told me to use the US return lablel and mail it back.  I had to point out that we aren't in the United States and that the shipping label wouldn't work.  The reply I got was "oh it certainly will - the Sephora girl I called in Texas said so!!". 

That's a long-winded example but it was something that absolutely defied logic and I couldn't understand why none of the three staff who were involved would actually listen to me!  They just kept smiling and nodding at me until I left.  It was kind of weird.

And are the samples taken out of the employee's pay?  Don't make me ask!

That aside, there are some staff who know their stuff, who are nice and who are willing to teach you how to use a product.  They aren't afraid to tell you to try something else, or to admit they don't know something and get someone else. They are invaluable and I'm sure the store managers know who they are - they need to be applauded and treated like gold. 

[Anonymous]

"And are the samples taken out of the employee's pay?"

Hilarious!   I really think they keep the samples for themselves.

[Anonymous]

I have actually had a SA (that I became pretty friendly with) tell me that most of the SA's in the store pocket them, and that's why they only hand them out when they are asked.

[stephyd216]

• include 3 samples with purchase, just like online
• if something is out of stock, order it for customer and ship it free... i didn't think this was possible until one rare occasion when they were out of a clinique travel set I needed, and the SA gave me a slip for free shipping (no min) so i could purchase it online!
•  have a greeter as you walk in to provide Rouge shoppers with a RED shopping bag instead of black!
• make your email promo's printable- so we can get the same promos in store as well as online (deluxe samples, etc)

[Nicrohr]

hey cute idea about the red shopping bag ;)!

Good other suggestions for sure.

[Anonymous]

Agree!   But the promos should be link to our accounts.