Why I heart Wayne Goss

Wayne tells it how it is!

Readers.. Anybody out there? What's your worst experience? x

Types of customers I have noticed

Types of Customers I Have Noticed Part 1

I will be adding to this list during the next few weeks/months/years, but here is a rundown of a few types of customers I have noticed...

The good, the bad and the f*****g annoying.

1. The Sample Hunter

Something I have learnt... Women get crazy when it comes to samples. Those tiny tiny little pots of product, that wouldn't de-age a flea are like gold dust. And heaven forbid the counter girl that does not give this woman a sample.

She doesn't care that we like to reserve these for the customers who spend loads of money with us or the ones that have skin conditions and do genuinely need to try a sample to make sure they don't break out in some godforsaken rash. No not this lady "Sample!" She barks and if you don't you can be sure she will be the lady that takes the 30mins out of her life to complain about you to head office. By name.

From counter to counter they lurk, beware the sample hunter counter girls, beware.

They have gotten more sophisticated with their techniques, some of the new breed like to morph into the time-waster category too... Requesting a make-over, luring you in with the glittering promise of a huge sale, only to crush you with the inevitable line "Do you have any samples of that?"

Then onto the next counter they go, little pots jingling in their handbags. You've been warned.

Annoyance rating: 9/10

2. The List Maker

Ah the list maker! They used to get me all excited, now I cringe when I see a tourist veering towards me with a notepad and pen.

They ask you the prices of EVERYTHING and write them down. On my first day I nearly wet myself, "oh my gawd" I thought "This beautiful Japanese lady is going to buy everything and I will get a %, I'm rich, I'm rich, goodbye target!". But no, alas, they just write everything down.

What do they do with these lists? I guess we'll never know.

Annoyance rating: 8/10

3. The Group Of Teenage Girls

Now, I am not one to judge. During my very own acne-ridden teens I spent a ridiculous amount of money on Clinique's 3 Step and various foundations trying to cover spots. I am not one to turn my nose up at the lone teenage girl or the teenage girl with mother combo.

However the group of teenage girls is a very different story. Loud, usually quite rude and giggly, they drive others away from the counter, often found to be slathering testers on various parts of themselves and just generally being annoying and making a mess.

Many are future sample hunters in training. Often found in a pack of 4-7.

You are often eating something that smells delicious, which annoys me, as you like to time your arrival before my lunch break.

Annoyance rating 8/10 mainly because I always have to clean up after them.

4. The Lipstick Tester Lady

Why? Just why?

At least let me sanitise that before you slather it on your lips.

Annoyance rating: 10/10  It's just plain dirrrtyy. Stop it woman, you'll get herpes.

5. The Older Regular Buyer Lady

I have only been working here a month, but I know your skin better than my own. You make my day. You are always nice to me and actually ask how I am. You know what you want and it's all quick and easy. I wish they all were like you.

You're usually a little older and a little nicer than the other customers.

Quick and easy, you get your replacement foundation, I get my comission. Everyone's happy. Please don't start shopping online.

I'm hoping you don't know how to use a computer and it stays that way.

Loveliness rating: 10/10

6. The Arab/Chinese/Japanese Tourist

You demand a lot of attention, but you are worth it.

We converse in weird english and hand gestures and pointing. Occasionally I mimic your accent by accident whilst trying to explain something, you don't seem to mind.

You're just here for the tax free shopping and I love that. Keep on doing what your doing. You make my day better.

Loveliness rating: 11/10

7. The American/ Canadian Tourist

You ask the price of everything, then tell me everything is cheaper over there.

Well duh! Welcome to England biatches.

Why do you think we all go shopping the minute we land there?

Annoyance rating: 8/10

8. The Teenage Mother Daughter Combo

You just want a face-cream, you daughter basically does my job for me pressuring you into buying her a ton of stuff, she really doesn't need for her skin.

I would tell you this, but she scares me a bit.

You're lovely, she is sometimes a bit horrid and selfish. It reminds me of when I used to go shopping with my mum as teen. I like you guys.

Loveliness rating: 9/10

9. The Time-waster

You're a bit bored, maybe you're on your lunch break or maybe you just want your make up done for free. I haven't worked you out yet, but I do know you love a chat and love to waste some time.

You can see I'm very busy and you have zero intention of buying anything, but you take one of two approaches.

You either ask me endless questions about a product you're not that interested in or you want a lovely make-over to pass the time.

Do you care I'm busy... Nah.. You relax, sit back, shoot the breeze. You have all the time in world.

Annoyance rating: 10/10

10. The Deed Poll

I work in a Boots, but many of my colleagues in department stores agree, Deed Poll's are annoying.

They stomp up to the counter and shout at you "Suncream!"

Since my time in boots I have started answering to the name "Tampons".

Annoyance rating: 7/10

11. The Issue Lady

You are my favourite. I have been found sobbing in the back room after you. You inspired me to start this blog.

You have an issue, be it on your face or body, that knocks your self-esteem and has deeply affected you.

If I can help you find a product that will help or disguise that for you and help you look in the mirror and smile. That gives me a reason to come back to work tomorrow.

You make all the annoying customers bearable. You are what's keeping me in this career. Yes you.

Loveliness rating 11/10


Please note any opinions on this blog are my own, I do not mean to cause offence. I am just writing a truthful account of what it's like to work as a counter girl.

C.G
x

The Face to Face Interview Nail It Guide

The biggie!

Ok, I'm not going to lie here, you need to nail this. You will be meeting with most likely your new area manager.

You know the lady/guy who's job you said you wanted in five years time.

It will be at head office most likely or maybe in a coffee shop in your area or at the counter.

Here are some top tips guaranteed to help you, I know some of it sounds obvious, but bear with me I promise there are some gems in there too.

What not to wear and what to rock..

Firstly, you're going to be selling an image, so if you can, go and have a look at how your future colleagues are dressed and how their make-up and hair is styled. Lurk around your future counter and look at their styling and their shoes.

They might think you're a bit weird, but so what.

If you look like you could start work on the counter that day and look like one of the team your manager will see this as huge huge plus.

Don't wear anything stupid. Two girls that were interviewed before me had on some pretty stupid attire.

 One had on sky high patent court shoes and as beautiful as they were, 6 inch heels just look kinda flashy for an interview- plus she couldn't walk right in them. Not good.

The other had on a very very short black jersey skater dress, now I love these little dresses, but as she walked up the stairs to the interview we caught a flash of her Britney.

Flashing your nuni= not profesh. (top tip)

Top tips for interview grooming:

*Keep your shoes flat or low heeled, wear the shoes you'd envision you'd wear to work all day when you get the job.

*Don't wear anything too short, too tight or too clingy/sexy (you want a job not her husband)

*Keep hemlines knee length or just above the knee (around 34")

*Wear tights! Now this one is very important, most brands that expect you to wear skirts or dresses want you to wear black or skin coloured tights.

Bare legs, no matter how great your legs are, will NOT go down well with most of the cosmetic houses.

(On a side note Boots do a lovely shade called sunkissed, it's hard to find nice skin coloured tights, but these are natural and not granny looking)

* If all else fails a black fitted trouser suit is always classy and timeless

*My interview was during a heat-wave! I noticed my company wanted all black and tights, from stalking other trainee counter girls at work, so I wore this to the interview and had a change of clothes in a bag with me.

*M&S, Next, Forever 21 and Primark all have some great classic workwear dresses.

Bear in mind you probably won't have a uniform till you pass official training and I still haven't taken mine (it takes agesss), so stock up on some work dresses, trousers and black pencil skirts and blazers. 

Most cosmetic houses will NOT give you a uniform till you pass official training and if you turn up for work without the 'correct' clothing you will be sent home or asked to buy something.

This happened to me during said heatwave when I shock-horror wore a little sleeveless shirt. I was immeaditly sent to buy a blazer. Reader take note. They are hot on this kind of thing. No exceptions.
Thank you Primarni! Blazer= £10  Shame= Priceless.

*Obvious one but make sure your make up is immaculate, well blended, the right colour for your skin and not over-done. Check your jaw-line!!

*Make sure your hair is well styled, I would suggest for most brands "hair-up" at interview. This is how they will expect you to wear it on counter.

Most opt for a ballerina bun.
 I don't, but I have super long hair so I wear a well styled ponytail.
 Find an up-do style that works for you and that you can do easily and quickly each morning.

*Make sure your nails are neat, short and in a classic colour- reds, pinks, browns.

You can experiment when your working with their shades but for the interview keep it classy (doesn't apply for MAC and benefit- they like you to show personality through colour at interview).

*Make sure your breath smells nice and you smell nice and there's nothing stuck on your teeth and no lipstick on them either! If you are a smoker this is V V important.

*Remember you will be selling to women of all ages and cultures, you need to look approachable and nice! You don't want to look like the kinda girl she wouldn't leave alone with her husband.

*A quick note on tattoos and piercings- most cosmetic houses like these to be covered. I think MAC is an exception, but leave them out / cover them at the interview just incase.


If in doubt about your outfit use the funeral rule. What would look ok at funeral. Fail safe.

Here we go.. Interview time!

My top tip is be early, 20 minutes if you can, it gives you time to "centre" (awful word sorry) yourself and get in the "zone" (yikes) and also gives you time to look over your research notes (remember from your phone interview, all that cramming will come in handy here).

Also being early makes you look very very keen, managers love keen. It gives the impression you have your s**t together so much, you got there with time to spare.

Another plus to setting off early is that if any disasters happen en route, your tights ladder, you get lost, mother nature calls.. Whatever.. You have that extra time to sort yourself out.

Plus the best bit, you often get to sneak a look at your competition ; ) Always fun.

Never be intimidated by the competition! Focus on you and your notes. You will nail this!

Make sure when you meet your new manager for the first time, you do with a huge smile and firm handshake.

Most people's opinions are formed in the first few seconds of meeting you, so say something instantly positive like "Hi Alice, so nice to meet you, I'm so excited to be here", as cheesy as it may sound this can start the interview off on a great note.

During the interview, smile, nod and make eye contact!

Now it's time to answer his/her questions. Make sure you really listen to what they ask.

Some tricky questions from my interview...

I had left a very well known and well respected boutique. She wanted to know why I left.

Real answer: "It was horrible working there, I was treated badly and with no respect and my manager was a bitch"

Interview answer: "I felt there was no opportunity to grow my career with that brand, there weren't that many opportunities for training or promotion and to be honest I felt my sales and hard work were a little undervalued."

Interviewer: "I see you have a degree in fashion and training in English, how comes you want to switch to this industry?"

Real answer: "I thought my life would turn out like the film the Devil Wears Prada and it didn't"

Interview answer: "Through my retail experience, I have realised I do love to interact with people and give them a great experience, as cheesy as this sounds I am a people person.

 I can't think of anything better than to actually have a job that I look forward to going  to every day and I would love to help women feel better about themselves and give them a boost of self-condience and I believe -brand name- really does do that.

I am passionate about selling, especially when I believe in what I am selling and I know that with -brand name- I will, as many of your products have made me feel great about myself."

And that's the truth!

Ok you will have to spin things, especially if like many people out there at the moment you studied for a degree in a specific field and guess what... There's no jobs in it. Or you have a huge gap in C.V.- Thanks recession!

 Whatever the question yes spin it a little, don't moan and insult previous jobs/managers, but DO speak from the heart.

If you're considering this job you obviously love make-up/skincare/beauty, so make sure to share your love of that. Tell your interviewer about the youtube gurus you watch religiously or the beauty bloggers you follow daily. Chances are she/he does too!

Make sure to state your ambitions within the company, all of these brands are great for promoting and the best way is to start from the shop-floor! Don't be shy to share your ambitions, she will respect you for it. They most likely started on the shop-floor too!

Remember the company mission statement and history, make sure to mention it in one of your answers.

Describe your experience at their counter and the products of theirs you like to use.

They may ask you to sell the features and benefits of one or two of your favourite products- make sure you've researched and practised this.

DON'T slag off other companies- they do not like this. Even when you're working!

Learn about selling techniques- 

*Audience selling- selling to a group of customers at once

*Demonstrating on customers

*Link selling- selling say a lipstick and then suggesting the lipliner or selling a moisturiser and suggesting an eye cream to go with it.

*GWP- Gift with purchases, those little gifts customers get when they buy 2 items etc, so if a customer only buys one item, you show her the GWP and it may 'inspire her to buy' more.

*Personal testimonies- THE BIGGY! You have to be well informed to work on a counter, but wouldn't you rather buy something from someone who has tried it.

When you start working, you will hear customers ask you "have you tried it", that's why you get a hugge discount, to try the stuff you sell.

No amount of demonstrations or GWP will sell a product like a personal testimony, even better if you are actually wearing the stuff! "Why yes Madam, I have it on now!"

Try to drop these key phrases in, I have worked in retail a long long time and interviewers loooove these selling techniques.

Customer Relationships: 

To do this job you do have to be passionate about sales, your wages will most likely be boosted by commission, so having a good sales technique is great, but most counters nowadays do not want their counter girls to be too pushy, so if it is mentioned in your interview about "pushing" for sales, I would strongly suggest that you veer away from the pushy approach and tell your interviewer you would use some sales techniques and a demonstration to inspire your customer to buy and if she was still unsure, that you would inform her of the features and benefits of the products and leave it down to her to make the ultimate decision.

A huge part of this job is creating a rapport with long-term customers and creating your own base of customers who come to the counter to specifically see you, you will most likely have a question in your interview about this.. I did.

Due to the huge rise of online shopping make-up counter girls worldwide are suffering!

You are joining a dying breed! So to counter-act this (see what I did there ;) ) you will need to create a relationship between your loyal customer, you will find a lot of your quiet time is spent pestering people on the phone to come to events that they don't really want to come to or asking them how that foundation they bought three weeks ago is working out for them. I guess the internet can't do that, right!

You will also be expected to "capture" new customers, not literally don't worry, just their details... This means if someone comes into to buy a refill of her favourite eyeliner or you sell her some fab skin-cream, you will be expected to get her details, so the company can send her news when their is a GWP on or when there is a new product launch you can pester.. I mean inform her of the great new event.

As a counter girl in the 21st century when most ladies shop online to let's face it...Mainly avoid us. You need to make the experience every woman has at your counter amazing, so good that she goes and tells her friends about the wonderful Amy at Debenhams or whoever the hell you are.

So tell your interviewer you understand the challenges due to online shopping, but you plan to deliver a truly personalised service to your customer that will keep her coming back again and again.

Trust me not every customer you meet is nice, but some are lovely and you will make friends with some of them too! Before to long you will have created your own customer base.


Some other things that may be brought up in your face to face interview:

*Make-up trends, what do you like now and why?

Pretty self explanatory, you obviously want this job because you love make-up/beauty etc, a quick rifle through a magazine or online blog every week will keep you up to date with the latest trends in beauty. Extra points if you mention one of their hot new trends/products.

*Your weakness

Mine was I am competitive and a bit OCD. Obviously these are pluses to the company, but can be annoying for me. Think about your weaknesses and which ones would benefit the company the most.

*What you can bring to -name of brand-?

Think about this one and answer from the heart, remember why you chose to apply to this company over the others and why you believe you could sell their product and progress within their company.

*How do you keep up to date with the latest trends in beauty?

This is obvious but make sure to name-check a few big names in blogging and make-up= Samantha Chapman- Pixiwoo, Wayne Goss- Goss make-up artist, daily mix, famous make-up artists, do your research.

You will no doubt be name checking a huge list of people their PR department regularly sends products out to.

Ask questions!! 

Ask your interviewer how they got to where they are today- it not only flatters them but also will give you some great insight in how to work your way up. Well they obviously did something right!

Ask about your training, uniform, hours and anything that you want to know about the role. This shows eagerness and that you are taking the role seriously.

The next step is store approval (in some cases) and wage negotiation, which I will talk about in my next post, then you're off to work shadowing for a few days or training- depending on your company.

And for heaven's sake make sure to subscribe to the company's facebook,twitter, instagram etc before your interview!!

Good luck

C.G
X

How to get a job on a make up counter in the UK

If I got one, so can you!!

(With help from a lovely lady in our H.R department)

1. Research, reasearch. research!

Look into the brand/ brands your applying for. Think which company would suit you best. 

For instance here in the UK MAC likes to take people with make-up artistry/counter experience. So if you're a noob like me, that's probably not the best place to start.

Clinque, Bobbi Brown, Lancome,Estee Lauder, Chanel, YSL and Dior and many others like a strong retail background, so if you have some retail or beauty experience make sure to ham these up in your C.V.

Benefit and Smashbox seem to look for young vibrant personalities so if you're a tad younger/ school leaving age this may fit you more than say Creme de la Mer.

Any jobs where you demonstrated products or fragrance on customers is well received. If you did make sure to really describe these well in your C.V and application.

I applied for Bumble and Bumble before securing a place at my counter and didn't get it as I had no hairdressing experience.. Make sure to fully ask what experience they expect from you. I had 4 interviews before they told me they wanted a hairdressing NVQ!

Don't waste your time on brands that want certain experience or qualifications if you have none, there are plenty out there that will happily train you!!

Type make up brands into google for some inspiration, there are hundreds out there, don't only go for the big giant companies, spread your net far and wide.

Pick some brands you believe will fit you and that you can sell with integrity. By that I mean.. I hate benefit make-up, I know some people love it, but it does nothing for me. Therefore I wouldn't be comfortable selling their products.

 Think about any high end or counter brands you tried and liked or used regularly, maybe start with them.

Remember you will be expected to wear this stuff day in day out too- pick wisely!

Head on to the company website, click careers and there you go!

2. Online Application

Make sure to read into the company's history fully, grab a few quotes and the company's ethos- make sure to slip these into your application somewhere!!

It shows you have researched the company well and agree with their ethos. 

For example:

Clinique- Clinique, founded in 1968, is the first dermatologist-created, prestige cosmetics brand. Its customized approach and innovative products have made it one of the world’s leading skin care authorities. Sold in 130 countries and territories, its mission is to provide the highest quality, most effective products to enhance every skin type and concern.

So maybe you'd say "I admire Clinique's customised approach to skincare and as a representative of the company I'd hope to provide great advice to enable my customer to help enhance enhance her skin type and address any concerns" 

Blah blah blah you get the gist. Basically make their mission statement fit you.

Do that and your application will stand out a mile.

It only takes a quick google search and is well worth it.

With some companies they will have a little quiz thrown in the application, so they will ask you for example "how would you identify a customer's skincare needs?"

Sounded crazy to me, considering I had never worked on a counter, but as you start working this will become second knowledge. 

Thankfully google is my friend!

I responded to this with: "I would ask her what her main concern was. (line/wrinkes) Whether her skin felt tight after washing. (dryness) Or oily in certain areas (oily/combination).

In hindsight I see there are far better replies, but if you come across any trick questions like those head to google rather than try to wing it.

Make sure you C.V is up to date and has any relevant sales, retail, customer service, make-up or beauty related jobs described well.

3.  Apply at a counter

This isn't done much anymore, but if you do find a company that does it the old fashioned way here are some top tips. 

We have thrown many many C.Vs in the bin, our company uses mainly online applications, but we didn't even give these girls the website address.

The one who showed up in a tracksuit with no make-up on?! The one who was really really rude to me! The only that looked really p***ed off. The one that tried on all our testers with her friends, messed up the counter then asked for a job. The one that spilt a mcflurry over the counter. The one that had on really badly applied orange cakey make up.

*Show up in nice smart clothes

*Actually be wearing make up when you go to enquire

*Make sure your make up is nicely applied that day

*Be nice and friendly

*Show a genuine interest in the products

*Don't be rude and dismissive to the sales staff but DO ask for the counter manager

*Smile and show you're the kind of person they'd like to work with!!

*Treat the counter with respect, try not to mess it up- It might be your job to clean it up one day!

* Don't for the love of god go in eating mcdonalds.

4. The telephone interview

It seems most companies do this now. I find these really really hard, it's hard to gauge someone's reaction over the phone.

If you have got this far really put the work in now, get onto google, wikipedia, the company's webiste. 

Really cram about the product line and the brand, whether they own any other companies etc.

Our HR lady tell us this is the hurdle where most people fall. And she says it's down to research!

Not to sound to geeky here, but before my interview I knew my C.V was weak. So I studied the brand like it was my GCSE's all over again.

I made notes, highlighted, went to a few counters and tried some of the products and listened to the sales pitch (top tip).

I also went onto a site called glassdoor.com they have many of the questions from previous phone interviews on there.

Write your answers down and learn them!

Some top things to bring into your phone interview- your favourite product (by the brand), why you love make-up/beauty/skincare, your experience at the company's counter, the fact you want to stay with this company and "grow" your career. Where you would like to be in 5 years time? Area manager (of course!)

The fact you are "target driven" and love to make sales without being overly pushy. That you believe in giving great customer care, as you like to be treated well when you shop. 

If it is a luxury/high end brand focus some of your patter on giving a great experience to the customer.

Make sure to find a quiet place to answer the call and select a slot where you will have up to an hour free- mine lasted 45mins! 

You may also be held in a queue so make sure to ring 5-10 minutes before.

Smile as you talk, this works! It instantly makes you sound much more likeable!

Watch your accent.. Now regional accents are lovely- I mean no slang don't say things like "innit" and try to cut out any "erms and ahs", this lady can't see you so will be judging you by your voice and words alone.

Be friendly and polite! Try to build a rapport with your interviewer! She's human too! 

Don't overly friendly, a male friend of mine had a phone interview for MAC and told the lady she had a beautiful voice. He never got the job. Don't be a creeper like him.

And relax! Don't be too nervous, have your notes in-front of you, don't read them script-style just refer to "buzz" words and key phrases.

Good luck future counter girl!!

Next time- the face to face interview!

C.G x

How it began...

I stumbled into this career and so many things have happened, some good, some bad, some really really annoying and some that have made me run back into the back room- so overwhelmed with emotion I've burst into tears.

Am I saving lives? No.

Am I on the front line in a war? Erm no.

Am I doing something really exciting and scandalous like Belle Du Jour? Erm nope.

I'm that girl that you try to avoid in a high end department store, the one with over-styled hair and way too much make-up on.. Yep I'm a counter girl.

You wouldn't think my job was very interesting would you? Nah, no offence taken, I didn't think it would be either.

This wasn't meant to be my destiny, standing around in 3 inch heels all day and pushing what I used to regard as 'overpriced' creams (my opinion on that has now changed btw- more later).

You see I studied English and Fashion at uni, yep two courses. One of which I actually finished. I'll let you judge which one that was, due to the shocking amount of typos in this blog.

I spent most of my twenties drifting, from crappy retail job to crappy retail job, constantly applying for the unicorn of internships- the paid internship at a fashion magazine (it never happened).

So at 25 and with much and I mean MUCH nagging from my parents, it was time for me to join a company, a company in which I could "grow" and "develop my career".

I didn't take this very seriously, I mainly thought "f***k it, I'll get a job playing with make-up all day", although I made sure to sling about those key phrases in the interview... (Top tip there).

I never thought in a million years the huge company I work for would hire me, I have no experience with make-up, except for plastering on my own daily and watching countless youtube tutorials, which used to irritate me- because I never had a MAC 109,120,105,110,117,180 and 1123938 brush to hand.

I mean seriously.. Who can afford to spend that much on brushes?

Anyway.. I digress..

I landed the job, did 3 days training, 2 days later I was manning the counter on my own. Talk about deep end.

The first time I actually did someone's make-up my hands were shaking so much I swear she thought I was a recovering alcoholic.

But I got better and I'm still practising. It's strange, I'm only 4 weeks in and I feel like a pro, I won't let someone leave my counter unless they are 100% happy with the make-up job I have done, mainly because I have left so many make-up counters in my time feeling awful and clown-like.

So that's my number one rule.

My make-up still isn't perfect though, despite all the training, all the discounts (we'll go into that later ;) ) my skin betrays me, it refuses to have that perfect flawless china doll look I can give to others. Maybe it's my brushes? But seriously.. who can afford to buy all the brushes?

C.G

x