Customer Relations
by: Liliana Pennington

Build Relationships.

There's a difference between selling and just being a sales clerk. There are a few simple, helpful techniques to start building a relationship with the client, which can be done quickly and without removing their makeup. For example, when you have a customer who comes in to replenish a favorite product, would you simply make the quick sale, or take the opportunity to have them try something new?

I hope you answered that you'd seize the opportunity! I like to call this opportunity the $100 chair. By this I mean, when you invite a customer to sit down in the makeup chair, they can express their needs and wants, and you can then show them more products - including new ones, and they'll often spend another $100.

One of the best opportunities to get a client to sit down is when they come into your store to replenish a product, such as their favorite foundation. Rather than just ring them up, ask them if you can test their shade to make sure it matches their Summer (or Winter) complexion, or ask if they want you to "freshen them up" or "try the new color collections."

Once the customer takes the time to join you, they then benefit from your expertise. You can inquire how they're applying their Mineral Foundation; maybe they aren't using a Youngblood brush, or you might have a new technique to show them.

Always ask if they'd like to see more products. You can show the new colors on the back of your hand and say, "See how beautiful these colors are? These would look amazing on you; would you like to try them on?" Or, "See how they can give your skin a fresh new glow." Again, ALWAYS show more products.

Welcome And Wow.

First impressions are important. How clean and organized is your counter? How do the products look, and how well do you present yourself? Analyze the way your counter looks from different angles and directions, so you can see what your clients might see. Remember, customers expect luxury with Youngblood Mineral Cosmetics. A clean, sanitary, attractive environment is an absolute must, because Youngblood represents the "Gold Standard" of mineral cosmetics.

Greetings and Excitement.

Make your area inviting for customers. Greet them as if you are hosting a house party, and always by name.

You want to have excitement around your counter. Extra lighting will help draw people in, and Youngblood even suggests using a photo umbrella so it almost looks like you're at a photo shoot. Be warm and inviting, but most of all, have fun!

Engage and Listen.

Ask your customers open-ended questions. This will not only help you interact with them & develop a relationship, but also find out what their makeup needs are. This is the time to LISTEN.

It might be that she loves the makeup, but it doesn't look or wear the way it did when you last applied it for her. This is a fairly common scenario, and your first question should be, "What brushes do you use to apply your makeup?"

Very often, the client isn't using Youngblood brushes, and that's the perfect opportunity to mention that each and every Youngblood brush is designed specifically to bring out the absolute best results Youngblood Mineral makeup has to offer.

Another common reason why a client may not be happy with the way minerals look and wear is that she's skipped the most important step before the foundation is applied: the Youngblood Mineral Rice Setting Powder. Rice powder has oil-absorbing properties, so it keeps your makeup looking fresh all day long; this is especially important during the hot weather months, or if you live in a humid climate. Rice powder also smoothes the complexion, diminishes the appearance of pores, and provides a matte finish.

Whatever the situation, learn to recognize opportunities to determine the needs and wants of your clients. Go ahead -- be the new Youngblood Mineral detective!

E Is For Extra.

Going the extra mile will build client loyalty. The old saying "under-promise and over-deliver" should be your motto--always do something extra for your clients, and never promise to do something that you can't deliver.

Offer little extras to make the client's experience memorable, such as a nice beverage (citrus water, hot herbal tea, or even champagne), and perhaps something tasty to nibble on. (Be careful not to overdo the yummies, though, because you don't want to upstage the Minerals, which are the main event.)

Make your client's total experience with you feel special. They need to hear how great they look-- but more importantly, remember to help them get away from their crazy, busy lives and have a relaxing, fun time, so they learn to identify that feeling with your business.

Building A Client Book.

A client book will help you keep track of your clientele's information, and I strongly recommend keeping one. In it, you can keep track of each client's contact information, wants and needs, skin type, products they purchased or tried, and even birthdays. Your book should be kept in a private place, and never brought home. Let clients know that you'll keep it safe, and that it's for your eyes only. It's a good idea to have the client fill out the personal information, so they only provide whatever information they're comfortable with.

I like to have them fill this out when I'm ringing up their purchases. And while they're filling it out, ask if they want to be invited to special events, and then note that in the book also. That way, when hosting an event, or when new products or collections come out, you'll know whom to invite.

The book will also help you remember to send clients a "thank you" note, or to do a follow-up call--especially if you sent them home with samples, or showed them a new technique, and you want to find out how they are doing with it. Follow-ups show your client that they're special to you, and this feeling will keep them coming back. Writing such notes is also a good way for you to keep productive during down time.