Informative Service

The M·A·C goal is to provide superior Customer service and an exceptional product. M·A·C Artists should provide information and support and always give the Customer more than he/she expects. We provide this information and support regardless of whether the Customer chooses to purchase products. We are convinced that a happy and informed Customer will be the most loyal.

The Customer’s opinion of M·A·C is based on the service he/she receives. M·A·C Artists are the voice and personality of M·A·C. You are M·A·C. You represent The Company.

Customers now are more informed and demanding. M·A·C Artists must meet and exceed their expectations. M·A·C Artists provide the most knowledgeable service and talent in the cosmetics industry by understanding the M·A·C products and the Customer’s needs. M·A·C Customers are: ALL AGES, ALL RACES, ALL SEXES.

Customer Service Steps

Step 1 - Greeting the Customer

Without a happy Customer, there would be no M·A·C. The Customer is the most important person to our organization and the Customer is the purpose of our work. Welcome the Customer by being approachable, confident and sincere. Show the Customer you care by finding out how unique they are. Make the time with your Customer enjoyable.

Never allow a Customer to wait without acknowledging him/her. Always smile and make eye contact. This makes a Customer feel welcome and comfortable. Be creative in greeting a Customer. Don’t just say, “May I help you?” every time. Be professional when you introduce yourself and M·A·C.

Step 2 - Investigation

Evaluate the Customer’s needs. Listen to the Customer carefully. Let the Customer know you understand and see his/her point of view. Have a conversation with the Customer to find out what he/she really wants.

You should ask questions like:
“What type of look are you interested in?”
“Which colours and textures do you like?”

You will probably be asked, “What’s my best colour?” Even if you have heard this same question many times, it is the first time this Customer has asked you. Treat this question with the same respect as any other question. Be cooperative, enthusiastic and sincere. Learn why your Customer chose to come to M·A·C as well as what he/she needs.

Listen carefully to the Customer, because until you know what he/she needs, you can’t really help the Customer or answer his/her questions.

Step 3 - Demonstrating

Be sure you demonstrate the products directly on the Customer. Here are some reasons why: The Customer will learn how to apply the product and see how the colour looks on him/her. Many products will look different on the skin or in different lighting.

If the Customer is more involved, he/she will be less likely to return the product.

When you show the Customer the product, describe its features, advantages and benefits, power grouping and an e-layer. Some features for a lipstick, for example, would include the colour, texture and ingredients. The function would be how and why it should be used.

If you can, stand in front of the counter and show the product with sincerity, enthusiasm and confidence. Makeup applications are easier when you are closer to the Customer. If you think the Customer is using the wrong products or not applying them well, politely explain there could be a better product or way of applying the makeup.

Do not say, “Never do that” or, “Never wear that colour,” because styles are always changing.

You are there to assist the Customer, not insist he/she does something your way.

Step 4 - Power Grouping

Most cosmetic products work best in conjunction with others. A powder sets a foundation, for example, and the right moisturizer used with the right cleanser will give the Customer better results.

Recommend the right tool for a product, such as the best brush to apply an eye shadow.

Make simple colour suggestions. Don’t confuse the Customer by applying many colours when the result is a one colour look.

If the Customer is a professional makeup artist, he/she probably knows what he/she wants. Be helpful and make him/her feel comfortable with your recommendations.

Step 5 - The Closing

Let the Customer know that you will be happy to help him/her again in the future. The Customer doesn’t need to buy anything to get great, positive service. Customers will remember you if you are friendly and helpful.

Always take the time to provide excellent service.

Be sure to complete a Face Chart and neatly write the names of the products on it.

When you are gathering the products the Customer has chosen, don’t leave them on the countertop where testers are located. It’s better to keep them in a safe area off the counter. When the Customer is ready, go over all the products with the Customer before he/she purchases them. Thank the Customer. Remind him/her of your name, and that he/she can contact you anytime he/she has questions or needs more help.

Customer Service Summary

If you follow these simple rules you will keep our Customer service exceptional.

Remember:

  • Greet Customers within the first few seconds of their arrival.
  • If you don’t know the answer to a Customer’s question, ask another Artist for assistance.
  • Never make negative comments or gestures about anyone. This makes you and M·A·C look bad.
  • Always treat each Customer as if he/she was your only Customer.
  • It’s okay to feel special because you work for M·A·C, but it’s not okay to behave as if you’re special or better than others just because you work for M·A·C.