MA Rudeness/Bad MAC experiences/Rants

[Life In Return]

I understand that it may not be a priority to know everything, but I can say this. I work in retail. If I were working in the computer department, customers would expect me to know my product. If I were working for Sony, people would expect me to know Sony... and so on. When selling a product, as a MAC MA, freelance or not, if you are working in that store at the time, you should know how to properly sell a product. Selling a customer a non eyesafe pigment as a new color for them to use on their eyes should be a red flag. I understand we are all human and fallible, yes, but regardless, you should know your product and not expect to be told everything. You can do your own research as well. It's just amazing sometimes that I know more than the MAs at the PRO stores and counters.

 

[SonRisa]

Quote:

Originally Posted by Life In Return I understand that it may not be a priority to know everything, but I can say this. I work in retail. If I were working in the computer department, customers would expect me to know my product. If I were working for Sony, people would expect me to know Sony... and so on. When selling a product, as a MAC MA, freelance or not, if you are working in that store at the time, you should know how to properly sell a product. Selling a customer a non eyesafe pigment as a new color for them to use on their eyes should be a red flag. I understand we are all human and fallible, yes, but regardless, you should know your product and not expect to be told everything. You can do your own research as well. It's just amazing sometimes that I know more than the MAs at the PRO stores and counters.

I agree. However, honestly blame MAC not the individual. The don't train freelancers. You get hired and basically shoved out on the floor.

 

[MisStarrlight]

It's pretty rough freelancing for MAC. I had my official first day on Black Friday & didn't even get a tour of where products were kept. It really tested my love of makeup at that point.
But really, there's no excuse for MA's-even freelancers-having a bad attitude. If you don't know what you're talking about, you have got to at least be pleasant...and from there it is your responsibility to get an answer-not only for the customer, but for yourself as well.

Maybe it's just the fact that I'm neurotic & an insane work-aholic (and desperate to impress my store & counter managers enough to get them to offer me a permanent position once I graduate) but the first thing I do when I come in after even a few days off, I run through the new collections, seeing what we have & are sold out of, checking the goals for the day & do other random catch-up things so I'm up to speed with the permanent MAs. My customers have no clue that I'm just a freelancer.

True, it took about a month until I got to this point (so there is something to be said as far as being new) but I really think it's up to the freelancer to catch themselves up...it just makes life so much easier & makes you look better in front of the managers & the customers.



And they do have freelance update-but it's usually in the middle of the week, starting at like 10am....since most freelancers have other jobs/school we don't go.

Maybe I'm a snot...I definitely understand the workload, but I don't get when certain people (not just MAs, it's in nearly all retail) have terrible attitudes & make it seem like the customers are inconviencing them by asking questions....product knowledge will come, but it's hard to shape a bad attitude.

 

[.nicole.]

possibly the worst thing was when i asked if they carried pigments and she asked me "what are pigments"
and yes i understand maybe they were new or just unsure and didn't want to make an answer without knowing but come on...


I have 2 MA's i love going to because they have very similar complexions and know what works and what just won't work and they always make sure i know all the uses of something i'm about to buy such as the simple "this e/s can double as a highlighter and highlighter for your cheek" then there are the others that will suggest a color to me after i told them which colors i'm not looking at getting

theres always ups and downs anywhere you go, yes its good to know your product but i'm not expecting them to know every bit of information, if you odn't know the name of a e/s color am i gonna get mad? haha no thats the least of my concerns hell i'll help find it lol

 

[aziajs]

The MAs do hold part of the responsibility but the other part of it is MAC. While MAC is so concerned about info getting leaked or pics getting out on the web or whatever the case (which to a point is understandable), they need to be concerned about the front line as well. More attention should be paid to what is going on out on that floor. There are plenty of MAs and freelancers who are not properly trained in customer service or on product info and those are things they need to know.

If a pigment is not recommended for use in the eye area a MA should know that ESPECIALLY since that info is contained on the insert in the box. If I buy a pigment to use as eyeshadow, ask if it's eyesafe and either a MA doesn't know or tells me that it is when I get it home and read on the insert that it's not I am bringing it back. Now there is a returned item but that could have been prevented. If I go into a counter or a store I shouldn't be standing there for 5 or 10 minutes looking for someone to help me without someone at least saying, "someone will be right with you" or "I'm with someone right now. I'll be with you after I'm done."

For me the bottom line is that a customer's experience is going to be based heavily on the person who is assisting them - their knowledge, their attitude, their ability to listen, their willingness to be of assistance. When you encounter someone who doesn't know the product, has a poor attitude, or who doesn't want to be bothered it reflects very poorly on that person and very poorly on MAC.

 

[calbear]

Quote:

Originally Posted by MisStarrlight \And they do have freelance update-but it's usually in the middle of the week, starting at like 10am....since most freelancers have other jobs/school we don't go.

That freelance training sounds great, too bad it doesn't happen in every region. I freelanced for quite some time and never once got any training.

 

[marshmallowfluffy]

Quote:

Originally Posted by aziajs The MAs do hold part of the responsibility but the other part of it is MAC......There are plenty of MAs and freelancers who are not properly trained in customer service or on product info and those are things they need to know. If I buy a pigment to use as eyeshadow, ask if it's eyesafe and either a MA doesn't know or tells me that it is when I get it home and read on the insert that it's not I am bringing it back. Now there is a returned item but that could have been prevented. If I go into a counter or a store I shouldn't be standing there for 5 or 10 minutes looking for someone to help me without someone at least saying, "someone will be right with you" or "I'm with someone right now. I'll be with you after I'm done."

I agree with what aziajs has said above...but I would like to elaborate on a couple of points.

First, MAC makes most every training document available to artists after going to training (and sometimes before we go). However, oftentimes it is up to the management team / product specialist to ensure that the info has been collected and made available to the entire staff.

Second, when the info is made available, each artist is required to know that information. At my counter, the memos (such as pigment usage guidelines, even though we only get pigment a few times a year) are stored ina specific notebook, so they can be easily referenced when necessary. I expect my staff to know what the memos are about and where to find them, but not to memorize the information word for word. That would just be too much for anyone to do during a regular work day.

Third, there should always be a product knowledge manual avaialble at the counter for artists.

SO...in a perfect world, you should be able to go into any MAC location and ask a question about anything. Usually the MA should be generally familiar with what you are asking, but even if he/she has no idea about what you may be talking about, there are several resources that he/she should offer to check into in order to answer your question.

Also, I have even resorted to calling my trainer with a question that I could not answer, and then called my customer back when I recevied the proper info from my trainer.

The only catch to all this is that each MA has to BE RESPONSIBLE for knowing these things. I cannot tell you how many times I have had a staff member ask me a question about something they were just told at a training, or maybe a release date for a collection...my response to them...."Why dont you go and investigate the question you just asked me, then let me know if you find the answer or not." Because, believe me, the information IS there for them. I make sure it is. But sometimes they get lazy, or just don't have enough of an investment in thier job (I call it opccupational buy-in) to give a crap about knowing the things they need to know in order to do their job. They want to be spoon-fed.

Those artists never wind up sticking around very long. And unfortunately, they can leave a customer with a very bad impression of MAC.

Being a MAC MA is a HUGE responsibility...Sonrisa gave a very accurate description of life as an MA in her post (being a manager is even MORE intense)...some artists simply do not understand that its not always glamorous and that there is actually WORK and TRAINING involved.

MAC Artists are the most well-trained well-imformed artists out there. Our training and development teams are THE BEST. But ultimately, it is up to each artist to ensure that they put the training and tools they are given to the most effective use everyday, with EVERY customer.

I pride myself on being one of the artists that do that...c'mon...test me....I dare ya. LOL

MMF~

 

[gte082r]

I have worked for MAC, and the training is terrible since there is such high employee turnover. most sales folks have no idea if something is discontinued. and there is a black cream color base...

 

[SonRisa]

Quote:

Originally Posted by gte082r I have worked for MAC, and the training is terrible since there is such high employee turnover. most sales folks have no idea if something is discontinued. and there is a black cream color base...

Maybe it was terrible in your region. I won't say it's terrible in my region, I adore my trainers, unfortunately I don't see them much. It took me 16 months to get application certified simply because they are spread so thin, they haven't had time to come into my store. I even offered to drive to another location on my day off to do it, but they said no. Anyhow, I strongly disagree with that comment because although the training may be lacking in certain regions, MAC as a whole provided excellent training. As Marshmallow said, it's also up to the product specialists and management within a store to keep the artists updated in terms of providing the information. It's also sometimes corporate MAC. We hadn't received an updated d/c list for almost 8 months at one point. However, at every counter, there should be a section in a binder or whatever where the d/c list is kept and artists should know about it so they can access it. You're right, there *is* a black cream colo base, but it's a PRO item. Even though we have a PRO store in my city, I bet if you asked every employee at my store (we have 18), maybe 4 of us would be able to agree that there is a black ccb and know exactly what we're talking about, not just guessing "hmm, yea I guess there might be at a mac store." Most artists really aren't concerned with what's sold at other locations.

 

[rocknroll nurse]

i was finding this a reoccurring problem at the local mac store, so now i just stop by the counters instead or shop online to purchase things some of the counters don't have. in all honesty i can't stand going to the store here, and i know ma's that work at counters that can't stand going there themselves. the employees are young, there because they knew someone that worked there, and don't know shit about makeup in general. working at mac because it's "cool" is one thing, but i personally think you should have some history in makeup or at least talent, but i see none of that in this store. so with that said i can really understand where a lot of your are coming from. i'm a professional in the beauty industry and it pisses me off that i'm suppose to put up a bunch of kids that should know just as much, if not more, about the make up than me, but just don't got it.

/end rant

 

[mspixieears]

Quote:

Originally Posted by feebee Once they are polite and courteous thats all that matters IMO

I so agree! Even if they don't know everything.

Most consumers don't expect everyone to know everything about the products being sold, but we sure do like it when if they don't know and take the time to ask someone else or put us in touch with those who would know, then they're doing a great job.

However, if you ask a question and they (as in anyone in say, the retail industry) respond so as to make you feel that you don't have the right to approach them, well, let's face it. The experience is going to stick with you.

But a big thanks to all of those MAs who do try to help and be polite - it's appreciated, honest!

 

[Chelsea]

MA's are not gods. Most are not addicts like we are. I don't work for mac - but I work in a store that sells (literally) over 50 lines. Try learning everything about all of those there's stuff I don;t know for sure

 

[Plink!]

Quote:

Originally Posted by 72Cosmo I feel very lucky after reading this thread. We only have 2 counters in Tucson ( both at Dillards stores) and I feel that I get excellent service from both counters. I don't purchase every time I go and everyone is always willing to show me whatever I'm interested in. I try not to go on weekends when they are the busiest. My only complaint is that we don't have a freestanding store where I can purchase pan form shadows. I forgot to mention that the MA's are very knowledgeable also.

Good news (if you don't already know!) freestanding MAC store to arrive at La Encantada Tucson before end of 2006! eeek!

 

[Plink!]

It's sad to hear some of you have had crappy experiences.

Be pro-active. Speak to a manager. Let your complaint be heard, not just on a thread. Not knowing the MAC-library of products is one thing, horribly poor customer service is another.

Simple.

 

[gte082r]

SonRisa--

We are in the same region -- SF

I have worked at the MAC Pro store and the MAC store at Fillmore.

http://www.nkmakeup.com/portfolio/portfolio.php
http://www.makeupmakeover.com

 

[gitargirl]

SO ANNOYED with bad MAC m/a's

I've been on a big haul over the last month (thanks, taxman) and went in to pick up some culturebloom stuff last week, and again today. I saw a girl with similar coloring to mine (if pictures uploads, please reference pale-assed irishness). I loved her makeup and asked her for some suggestions on pairing options.

She put cranberry (scary flaming red) and some matte pale white color, with a heavy douse of smolder eye kohl.....and Tranceplant lustreglass, the deep brown color, with TONS of melba blush. I looked like a bad hedwig impersonator. This is not the first time I've had my decent good looks slaughtered and paraded around the store as "gooooorgeous." More like gored. And bored. Out of my gourd.

Anyone notice that half these girls can't put makeup on anyone but themselves??

 

[melozburngr]

awww- sorry to hear that you have had bad luck!

Cranberry is SO not a scary flaming red!!

I'm about as pale as pale gets.. I pretty much glow in the dark! I LOVE Cranberry- its all in how you use it!

 

[blueyedlady87]

Cranberry can definately be hot! it just takes practice. If you really like it, I'd suggest pairing it with Bronze, Slip Pink, Coppering, All That Glitters, Humid, or anything really. (Of course not all those together!) Sorry for the bad expierience.

The only problem I've ever had is a MA picking out an awful foundation that didnt match at ALL. Better luck next time i guess!

 

[mspixieears]

Quote:

Originally Posted by gitargirl I've been on a big haul over the last month (thanks, taxman) and went in to pick up some culturebloom stuff last week, and again today. I saw a girl with similar coloring to mine (if pictures uploads, please reference pale-assed irishness). I loved her makeup and asked her for some suggestions on pairing options. Anyone notice that half these girls can't put makeup on anyone but themselves??

I merged your thread with an existing thread on exactly the same...concern.

 

[MissMarley]

i absolutely love cranberry in the crease, paired with a wash of a neutral beige shadow ( i usually use stila kitten, but i think shroom or naked lunch would work well for this too, or maybe even a slightly darker color like woodwinked or all that glitters)- it's great! and i'm super-pale, so i just blend well- it's one of my favorite e/s combos