Thoughts on my first world makeup crisis, customer service and saving the state of Tasmania…one purchase at a time.
I need to preface this post by saying that for me makeup shopping ranks right up there with bra and jean shopping as one of my least favourite things to do. To be honest I would rather go to the dentist than have to deal with the choices, the sales people and the egos of makeup counters – it is certainly a lot less painful.
I was intending to do my makeup shopping at the duty free stores on my recent trip to Thailand. When I compared the prices and thought seriously about what I was doing I decided against it. Firstly, the prices of luxury cosmetics brands were not that much discounted at the duty free stores. You could expect approximately a 10% saving, if that. Secondly, the shops were geared towards the Asian market, which meant that they didn’t have the full range of colour choices. I have a darkish skin tone, which complicates things when the Asian paragon of beauty is snow white. Thirdly, there is a bit of a language and cultural barrier. Makeup is such an intimate thing and you really need to be able to communicate well and be understood to ensure that you don’t end up looking like one of the hookers on Soi Cowboy!
As I got on the plane leaving Bangkok I felt really good about my choice of purchasing at home. Fortunately, I can afford the extra 10%. This money, which is the GST component of the purchase, is used to fund essential and important services in my home state of Tasmania such as Police, Hospitals and the occasional dole bludger. By delaying my purchase I felt altruistic, as I was not only helping fund state services I was also helping a fellow Tasmanian stay employed.
Fuelled by my sense of moral superiority I ventured to Myer to do my good deed for the state of Tasmania and get some foundation so I don’t scare small children with my un-retouched visage. The very sight of the makeup counters was enough to send chills down my spine. Yes I am that terrified of them and here is why; I am a pushover. I’ve admitted it. Finally. I am a sales person’s dream. If you give me enough attention and try the product on me then I’ll probably buy it because I don’t want to offend you even if you send me out looking like Krusty the Clown. However, I was determined to make this visit different. I would be assertive and get what I want.
The first counter I wanted to visit was MAC. This brand is very cool, endorsed by the likes of Lady Gaga, Beyonce and a bevy of other pop culture princesses. MAC has great reviews online and through friends. I thought for sure that MAC was the brand for me because hey who doesn’t want to have something in common with Gaga. Right? Wrong! The MAC counter at Myer is an impenetrable fortress inhabited by makeup artists (MUAs) who are uber cool and gaggles of tweenage girls spending their hard earned (yeah right) pocket money on the latest in false eyelashes. The scene resembled a club with everyone glammed up to the hilt. I felt like the uncool kid that didn’t know the secret handshake. As I skimmed the periphery of the fortress wearing my invisibility cloak of uncoolness I had a good look at the MUAs and I didn’t like what I saw. Despite looking photo shoot ready, their look was unnatural and looked ridiculous in the sunlight streaming in through the windows. This is not the look I am aiming for. I decided not to try and infiltrate the swarm and save myself the embarrassment of the regrettable purchase that I would no doubt make just to be part of the “it crowd”. Having said all this, surprisingly enough, I would still like to experience a MAC makeover…I’ll need to grow some balls first but then again if I do I probably won’t want one anymore!
I made a tactical retreat to the Estee Lauder counter. I would not normally consider Estee Lauder, however, a friend who has recently gone through the trauma of makeup shopping recommended it. Now it seems that we’ve jumped from one extreme to the other! I’ve left the club and entered nana’s formal lounge room. While attempting to browse the range I was instantly greeted by an older MUA who asked me what I was after. This experience was already looking up – she saw me! This means I’m not invisible after all!
Estee Lauder lady, or Nan as I have affectionately nicknamed her, was absolutely lovely. She was very welcoming and quick to find my “perfect match” in their powder foundation. Nan provided very efficient service but there were a few things that prevented me from purchasing there. One was Nan’s appearance. When you’re in the beauty business, be it as a MUA or hairdresser you are the face of and biggest advertisement for your brand and/or skill. That being the case, Nan did nothing for Estee Lauder. Her foundation was sloppily applied which made it look cakey in some places and too sheer in others. The shade she was wearing was too dark for her skin tone and the lipstick was too bright for her outfit. How could I trust someone with my face if they can’t get their own right? My “perfect match” foundation was roughly applied with a cotton wool pad as opposed to a brush and provided no coverage. A “perfect match” not only matches your skin tone perfectly (which this absolutely did) but also enhances and evens out skin tone (this absolutely did not). I didn’t make a purchase and I felt good! Go me!
I moved onto Lancome. Don’t know why I bothered. The sales assistant (I won’t call her an MUA because I don’t believe she was) was warm and friendly and we had a nice chat. I told her what my needs were and she recommended a couple of products. Her product knowledge wasn’t that good and you can tell that she wasn’t passionate about her brand. When I asked her what she was wearing on her face (expecting to hear about some awesome Lancome product) she said she wore a mineral formulation she bought from another shop. That was the cincher for me – if she didn’t love the brand she represented enough to wear it then why should I bother? Her makeup didn’t look that good anyway.
The next, and final, counter I went to was Dior. I use Diorshow mascara and I read a couple of good reviews about their foundation so I thought I’d give it a go. Again I was warmly greeted by an MUA who was also the manager of the counter. This MUA was mature and exuded genuine warmth. Her makeup looked good on her and her product knowledge was amazing. She was passionate about her brand and started infecting me with her enthusiasm.
We narrowed the range down to two contenders and we decided to try them on. The MUA got her assistant to apply the makeup. The assistant was younger and looked fabulous in her makeup – exactly the natural look I was going for. The younger MUA was just as passionate about the brand and I learned that she had been working at the counter for over 3 years. I learned a lot about the products and their application. A fabulous experience and we both got what we wanted! I left the counter genuinely happy with great products, fantastic service and the feeling that I’ve made the right choice to purchase in Tasmania.
I know that my makeup selection drama is a first world problem but I felt like writing about if for a couple of reasons.
Firstly, I want people to consider the real cost of buying online and duty free. You may think you’re saving a buck or two but at what cost to the community? Each purchase adds up and it is those dollars that fund essential services and most importantly keep people employed in Tasmania! We all whinge about there being less jobs and less nurses but what are WE doing about it? Start small, shop local!
Secondly, I would like Tasmanian business to take customer service seriously. My experiences in Myer are typical of many experiences in shops around the state (and further afield). Businesses that are successful are those that not only have great products, they have staff that are passionate about their brand and customer. Their people represent the brand in every interaction and as we’ve learned in the beauty industry in the very way they look.
I hope that as a consumer you’ll think twice about buying online or overseas and as a business you think about the impression you make on your customer and how that affects your bottom line. Businesses need to invest in their people by providing them with ongoing training and development. I wonder if the Myer girls have ever visited the Melbourne flagship store? They would certainly gain a few tips on customer service and presentation. Just because we’re in Tassie it doesn’t mean the experience should be any less or different.
You’ve heard my experience now I’d like to hear from you – please share your horror stories along with your raves in the comments below.
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