As my regular readers would know, my go-to face makeup is MAC Studio Fix in C40. What started as skin sensitivity issue (MAC was one *affordable* product that did not worsen the breakouts I experienced in my early 20's) has now turned into a comfortable habit. It's like clockwork - as soon as I see the silver lining of my Studio Fix case, I head straight to MAC to buy my replacement powder. Today that familiar silver coating started to surface... but I decided to step out of my comfort zone and head to a
different counter. Afterall, many beauty experts argue that brands like Lancome, Dior and Makeup Forever have a formula that is much superior to MAC's - I just need to try this out!
So today, I found myself at the Lancome counter - Sears is giving away a free gift with the purchase of $34 in Lancome products...who would say "no" to a free gift? I decided to try out the Dual Finish Versatile Powder Makeup. As the Lancome employee was helping to match my colour (which is Matte Nu III by the way), I happend to ask "
How does this makeup compare to Dior?"
What amazes me most about this entire experience is the look that crept on her face after my question - completely dumbfounded, as if no one has ever asked for a comparison. Her response (with a hint of attitude): "
It's up to the buyer, I'm not going to bash Dior to make Lancome look good, you buy whatever you like".
Now you tell me, is that an appropriate response? I was basically giving her an opportunity to sell her product, to make me believe that Lancome was superior, but for some reason she couldn't handle it and got defensive. So I said again: "
I'm not asking you to bash Dior, I just want to know what's good about Lancome's powder?".
To that, she responded by telling me it comes with two applicators so I can apply it wet or dry. That's it. Apparently all the benefits of the Lancome powder lie in it's applicators. "
Okay...is there anything else you can tell me about how this product compares?"
She pretty much laughed in my face and said "
I work for Lancome, I don't know the other brands...you have to try them yourself".
At that point, I was ready to tell her that The Bay employees know what they're talking about so I'm better off going there...BUT the free gift was staring me in the eye...4 eye shadows, 1 liptick, 1 mascara, and a few creams...and I caved. "
All right, I guess that's all you have to offer, let's find my colour" - and so we did...and I am never going to that specific Lancome counter again.
Had this been a secret test on customer service and sales skills, this employee would have FAILED. I really expected her to answer with something like "Our products are very comparable, but..." - fill in the blanks with all the good things about the Lancome powder. But she couldn't, so she didn't. These days, with the numerous makeup brands entering the market, I think it is absolutely essential for beauty counter employees to have at least
some knowledge of their competitors' products. Many customers (especially those of the makeup junkie sort) know what's out there - we are constantly reading blogs and articles on all the products in the market...so if the Lancome employee cannot tell me how her product compares, unfortunately she is not representing her brand, and the company is losing sales. This is why I favour store concepts like that of Sephora - every employee is an expert in every brand, so she/he can give a real comparison based on the customer's needs.
I really think department stores need to change their approach (as mentioned in
this post)...apparently they are working on it, but clearly, they need to move faster - I am never going to the Sears Lancome counter again.
What are your thoughts? Do you agree with my opinion on the Lancome employee's response? Should Beauty Counter employees know the benefits of their competitor's products? I'd love to hear your comments.
