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| - I am a "Lushie", plain and simple. I go to Lush probably about once a month to stock up on a variety of items. Lush products don't irritate my sensitive skin, nor do the fragrances give me a headache. So I LOVE their products. But the products were not the issue, it was the awkward exchanges with the associates.
Here are things I understand about Lush and working retail:
1. You have to try and up-sell things, and I get that. I will listen to your recommendations. But seeing me pick up a fragrance and then say that I should purchase a wooden gift box that has a few more items in it and saying "and it is only like $30" but then showing the price sticker as $49....not cool. That is not a sales tactic that seems would normally vibe with this company.
2. You have to engage the customer. I was kind of surprised that I received no greeting upon entering the store and there was only one customer in there at the time and 3 associates working. Usually I get greeted right away and then complimented on my outfit or something like that as engagement or a sales tactic. Instead, I felt some shade being thrown my way. I could tell the associates were not really happy to be there.
3. Lush gives out samples! I have taken home a sample and then been able to fall in love with a product or save myself the hassle if it is something I hated. So don't do this if you are out of the liquid sample pots (which they stated they have been out of for a couple of week):
a. I let you know that I am searching for a shampoo and because they do not have a sample pot, don't say "well, I can try it out on your hand". That is a complete waste of time for all involved to rub shampoo on my hand.
b. Do not list off the ingredients and then say "why don't you just buy a bottle?" NO! That is also a waste of time because if I hate it, I have to return it. I know it is helpful, but don't make that a normal suggestion tactic.
c. When I ask, "well maybe there is something else I can sample that doesn't require a pot?" don't mumble and walk away! Even when you order online, they give you a sample, so I am not out of line. I am about to spend $50 here, throw me a bone. I am not a cheapskate and looking for free stuff to bolt after I get it. I am also asking politely.
d. When I asked another associate if I could get a sample of a holiday soap, she hemmed and hawed and said that the product would be gone in 2 days. Ok, well it is here right now, right? And if I love it, I can come back tomorrow and purchase more.
I hated that I had to ask so many times for a sample and justify my asking for a sample. It made me think that it is not a normal practice at this store to give out samples. Other Lush places have OFFERED me samples to bring home of a product, and do it with a smile. I feel it is part of the Lush experience and what sets them above and beyond. When I see it not practiced and making me feel really awkward about asking, it makes me sad that new customers may be cheated and pass on this store.
The kicker for me is that when I went to the bathroom after leaving this store, I noticed that I had a huge glittery smudge on my nose from where an associate brought a bath bomb to my nose. It was very noticeable, and it would have been nice if someone in the store told me that I had something on my nose.
Ultimately, feeling so awkward made me want to get the heck out of there as soon as possible. Maybe some of these concerns need to be expressed to a manager so they can work on this, or maybe I just caught them all on a bad day. It could be just a couple of rookies trying to figure out how they become great Lush associates, so I hope they find their groove. I know this is a new location, so they need to maybe have a look at how they fit in with the Lush model compared to other stores. I will just go to my trusty Mandalay Bay location from now on.
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