Chanel @ Isetan Scotts

This is a long overdue post but I didn’t want to pen it initialy as I wanted to make sure my 1st service experience was not just something lucky or that the beauty advisor was in a good mood.

I first met Rina from Chanel at Isetan Scotts when I was looking for some make-up items recommended by some net-friends on forums. I was pleasantly surprised with Rina’s service – not only was she very helpful in recommending products, she took time to understand my concerns and further took the initiative to recommend me some skincare products that she thought would suit me. All these recommendations did not come with hardselling and made my shopping experience very comfortable.

Given my sensitive skin, Rina decided to put on the recommended make-up for me and try out to see if I’ll develop any reactions to the products. Unlike other beauty advisors who attended to me in the past, Rina did a whole string of skincare regime to prep my skin before putting on the make-up. In addition, she got my number from me and called me several hours later to check on whether I’ve got any allergy reactions from the products.

This is a stark contrast to other service encounters I had in the past with cosmetics counters, where the beauty advisors either tell u their opinions on what suit best for you or simply dab some of the foundation on your hand for you to have a feel of what the color/texture is like.

Since then, I’ve visited Rina several times and even though not all the visits ended up with purchases, she has never once slipped in her service. She was always warm, friendly and helpful with her excellent product knowledge. Rina never forgot to follow-up with calls to check on how the products are working and whether I developed any allergic reactions to the products she recommended. Little gestures like this goes a long way as I could feel that she not only concerned about the possible deal she could make but also concerned about the possible reactions my skin could have with the products.

As a customer, I appreciate the efforts that a service staff makes to ensure that I am comfortable with the service / product. Most importantly, I trust them when their sincerity shows with little gestures and with this, they have built a rapport with a customer. I may not be a marketing guru, but as a customer, I do feel that this rapport translates to more sales and good word-of-mouth advertising. Look at me, I have shared my pleasant service experience with Rina with at least 5 people, whom I know have since visited the outlet she was stationed!

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