I’ve worked in retail my entire life so I am big on the importance of good customer service. If I have a bad experience in a shop I will never forget it. It’s so important to make someone feel welcome, assisted but not smothered and comfortable to be in your shop. I am forever judging sale assistants on their service because after spending many years on the reverse side and now being an Area Manager, I can’t help myself.
I don’t write about topics like this on my blog normally but after having such a lovely experience in a shop of a brand I adore, I couldn’t help but want to write it down (after talking about it endlessly on my Snapchat).
I recently spent an afternoon in London after being invited to a Christmas 2016 preview event. On my way back to the station I decided to pop into Lush on Oxford Street to purchase my beloved Fairly Traded Honey Shampoo. I was amazed at the size and beauty of the shop and I was greeted but a lovely gentleman who told me I was going to have the best time on my first visit. Little did he know that he was completely right!
I wondered towards the shampoo, picked up my purchase and headed to browse at the back of the shop. This is where I met a gem of a woman, Matalda. She approached me to ask me how I was doing and asked if she could help. We instantly started having a natural flow of conversation and we had a lovely old chat about what I was doing in London and an amazing case study behind my beloved shampoo. She told me all about the flagship store and offered to give me a tour. I knew this was most likely the standard customer service as Lush staff are always so kind but I thought it was really nice of her to offer because the shop was so big, I didn’t know where I was going!
Matalda took me into the “bird lift” which was very, very cool. While the lift slowly moved up to the second floor, all you could hear were the tweetings of beautiful birds – what a lift! We wondered over to the bath bomb section and this is where the customer service went to new heights . Matalda took me round all the bath bomb exclusives and talked me through their ingredients and how they’d help my oh so sensitive skin. We smelt every single one, we popped them into water and talked in depth about ingredients. Frankly, I was in my element. The conversation was flowing and I felt like I was having a day out with a friend
After filling a few paper bags of products Matalda went and got me a basket, which she insisted she carried for me. We continued to walk round discussing products for my sensitive skin and products would make a good gift for a friends birthday. I can’t even express to you how much of a lovely time I had with this sales assistant, I was totally overwhelmed at the level of customer service I was being given, there was no pressure for me to buy anything. She was just kind, friendly and informative. She went beyond “customer service” and made me feel like a pal.
After walking around for quite some time I decided that my basket was full and that it was time to head to the till. Matalda asked me if I was happy with what I picked up and my answer was “hell yea!” She then asked me if there was a product I liked but decided not to add to my basket. I thought absolutely nothing of the question and answered.
We said our goodbyes and I headed to the till point where another lovely staff member greeted me and started to process my rather full basket. Matalda came pottering over and was doing something under the counter, again, I thought absolutely nothing of. Then almost out of nowhere, she popped into my basket the item I had told her I liked, but didn’t buy. I was so taken aback that I, for once, had no words. The only thing I could say was “come here and give me a hug!”. She wrote a little card and popped it into my bag and said it was lovely to meet me. She told me I should ask for her on my next trip as it would be great to see me again. After reading the note in my bag, I discovered Lush do random acts of kindness for you to pay it forward, and carry it on. What a great concept.
Now, I know Lush staff have amazing customer service anyway. It’s almost a requirement that you have to be wonderful, lovely and the friendliest person on the planet to work there. But I felt this gem of a woman went above and beyond to make me feel welcome in the store. I think you know when you’ve had an amazing customer service experience when you can’t wait to tell someone about it! (Sorry Snapchat followers, I did go on a bit…) I’ve never left a shop, of any kind, feeling that happy.
I would recommend asking for this lovely lady if you’re planning on taking a trip into the Oxford Street Lush, because she will make you feel like a VIP.
The store itself was a total dream and I could have spent all my time (and money) in there. All I could think about is how amazing the blogger events must be in that store! As much as I love attending the blogger events in Milton Keynes, you can’t deny the beauty of the flagship store.
I hope you all don’t mind my off topic blog post, but if you follow my blog/social media you’ll know how I feel about Lush. I wish I’d thought about taking photos of the store when I was there but little did I know I’d be blogging about my experience. Above is a photo from Christmas time in the Bath Store, I am sure you can see the Peeping Santa’s in the photo…