Well, FINALLY!
Yep - a blog post about MAC. My first blog post about it - but I'm sure it will hardly be my last.
Actually, I'm not writing about the MAC line of products, but I am writing about their Customer Service. Specifically, the Customer Service at the standalone MAC store at the Hillsdale Mall (San Mateo, CA).
Since MAC's inception back in the 80's it quicly became a fan sensation and a media darling - so to speak. The SA's all wore black, and had that slightly (to be honest NOT slightly) but a very haughty attitude as if we mere mortals in the non makeup world - we mere buyers were so below them it was if they weren't certain if they could speak to us without sneering.
After one to many off-putting SA's, I decided not to use the line - as delightful as the colors and product might or might not have been.
Fast forward to now.
In the years that I've been a makeup artist, it is almost impossible to avoid the MAC line - for a variety of reasons, outstanding color choices and a wide variety of everything you could possibly want. MAC is a very visible and popular line with the general public and professional alike.
Enter the standalone MAC store at Hillsdale. I walked in with a great deal of trepidation. To my surprise, every single one of the SA's were friendly, helpful and most of all, knowledgable. They looked right AT me - no looking around for someone younger or hipper. They talked to me, advised me and were friendly and kind.
Honestly, I was taken aback. Could it be possible that MAC just got a very bad rap - and I felt the negativity and kept away?
Which brings me to the wonderful Natalia. Natalia is not only knowledgable - she is friendly and kind - and as I said, she knows her stuff. She won't push you to purchase anything you do not need, or wouldn't enhance you. She is so accomplished that even I - ever on the watch for customer service and product knowledge - knew at once she wasn't just trying to sell me, she was listening and asking the right questions.
While I was browsing, I saw her at work on a customer and saw first hand her outstanding application of the products. Her sharp eye was very apparant, manner friendly, and her ability was impeccable.
I am very careful with my clients. If I cannot be with them when they are shopping, I want to guide them to not only the very best makeup for them, but I want them to be able to walk up to a beauty counter secure in the knowledge that the SA will not only assist them, but won't push them to buy something uunnecessarily, and won't talk down to them - especially when you can be dealing with the 40 + woman. (We have enough on our plates without a young and beautiful SA looking down on us, or worse, TALKING down TO us.)
It is so comforting to know that I needn't be worried when my clients shop without me. Every client I've sent to the Hillsdale MAC store has called me with wonderful compliments about the service they received. No exceptions. All 100% delighted. (That ain't easy to do these days!)
So maybe MAC Customer Service got a bad rap years ago, or maybe I had run into some not very good SA's in the past. But now, with the professionals like Natalia and her fellow associates at the Hillsdale Standalone MAC store-that rap is undeserved.
Here's to you, Natalia, and to your fellow associates at MAC Store at the Hillsdale Mall - San Mateo, CA. *raises virtual champagne glass*
I'm now a believer.
You'll believe too.
Now clink those virtual glasses!
