BEST LIVE DEMONSTRATION
Fancl, Robinsons Raffles City
One of this Japanese brand's star products is an unusual facial wash called the Cleansing Powder, $26.
When I asked beauty adviser Joanne Chin to explain how it works, she immediately took out a large bowl of water and proceeded to show me how to dampen and squeeze a 'foaming ball'.
Although sprinkling powder on a sponge ball to create foam may add a precious half minute to my daily cleansing routine, I was struck by how fun - and stress relieving - it was to play with foam.
Before I could phrase my request, 'I'd like to try this before I buy it', the beauty consultant had already handed me a generous bagful of samples.
Thumbs up: Showing, not just telling, is definitely the way to go, especially with lesser known products.
That three-minute demonstration has convinced me to buy the powder once my current cleanser runs out.
Thumbs down: I was caught off guard when Chin greeted me in Mandarin, as I was at Raffles City, a shopping mall that sees throngs of tourists. But she switched to English when I asked her to and did her best to explain everything to me, even though she clearly preferred speaking in Mandarin.
MOST EFFICIENT CONSULTATION
Bobbi Brown, Isetan Scotts
I started with my standard question: 'Could you recommend a skincare routine for me?'
Make-up artist Fiona Lee immediately asked for my skin concerns - I have an oily T-zone.
She then correctly ascertained that I had combination skin and recommended a basic three-step routine of cleanser, toner and moisturiser.
Then, while I slathered on and sniffed at the lotions on my hands, she took the opportunity to quickly teach me how to incorporate into my regimen a few other supplementary items - a whitening lotion, eye cream and night cream - should I need them in the future.
Normally, I would be offended if a beauty assistant were to start pitching products other than what I needed ('Is my skin condition really that bad? Is she trying to get me to buy more?').
However, she did it so politely and quickly that I felt she truly wanted to furnish me with information that might come in useful one day.
Thumbs up: She was able to offer value-added service by suggesting other products that I could consider, without going into the dreaded hard-sell.
Thumbs down: When told she had run out of samples, I expressed concerns about buying a product that I had not tried before.
She replied politely: 'If you don't like it, you can bring it back for an exchange.'
But Bobbi Brown's training manager Cecilia Tay told me later that the brand does not actively endorse the exchange policy.
'What if the customer's skin breaks out after using the product? She will have to return to exchange the products,' she explained.
Instead, the brand prefers to give out samples and to see satisfied customers return to buy the full-sized products.
MOST PAMPERING EXPERIENCE
SK-II Tangs VivoCity and Takashimaya Department Store
I had visited an SK-II counter in Takashimaya just before I was assigned the story.
Both experiences were equally pleasant and the beauty advisers were just as knowledgable and happy to chat about their products.
Consistency in service standards is something all brands said they try to ensure and, in this case, that was what I got.
On both counts, I was greeted, asked what I was looking for, given a crash course in the brand's star product, the Facial Treatment Essence, and then recommended a routine based on my concerns.
Thumbs up: I appreciated the fact that both beauty advisers helped me in trying out the various potions rather than leaving me to fumble on my own.
Not only did they demonstrate the proper way to apply the products - with firm, smooth strokes - they also applied the products on me to demonstrate how to replicate the routine at home.
Thumbs down: Amanda Poh, the beauty consultant at the VivoCity counter, gave me only two samples - a toner and the treatment essence - even though I had tested a four-step programme that included a cleanser and moisturiser.
However, she readily handed over the moisturiser sample when I asked for it.
MOST TRUSTWORTHY BEAUTY ADVISER
Shu Uemura, Tangs Orchard
You know you have found a beauty adviser you can trust when she tells you candidly that a line of products - a pricier range at that - you are considering is not suitable for you.
That was what happened at Shu Uemura when I asked about its newest anti-ageing range, Phyto Black.
Beauty stylist Melissa Tan told me the range was meant for older women to treat existing lines and wrinkles. Instead, she suggested that I try either the Depsea Moisture hydration range or the Ace B-G range, an anti-ageing range for younger skin.
Thumbs up: When I could not decide between Depsea Moisture and Ace B-G, Tan gave me a set of each, then threw in a few samples of the brand's star product, the cleansing oil, as I had also expressed interest in trying that.
Thumbs down: She ignored me for a minute when I first approached the counter as she was touching up her make-up but came over after that with a smile and friendly greeting.
MOST PATIENT BEAUTY CONSULTANT
Chanel, Takashimaya Department Store
Rather than a quick recital, Ferlyn Yee, the assistant counter manager, spent 10 minutes walking me through Chanel's spring 2009 make-up collection, testing the lipstick and eyeshadow colours on my hand.
When told I was there for skincare products, she immediately led me over to the relevant display, her smile intact.
There, she asked me about my skin concerns and picked a cleansing milk, mattifying toner and a light moisturiser, lining the bottles in front of me.
This allowed me to see at a glance which products were best for me.
Thumbs up: She happily gave me three product samples even though I had taken up 20 minutes of her time and made it clear that I was not going to buy anything.
Thumbs down: It took her a few minutes to notice me at the standalone make-up display, about 10m from the counter itself, but once I had her attention, her service was impeccable.
This article was first published in Urban, The Straits Times on Jan 30, 2009.
