And like any tourist taken in by her experience, I couldn’t help but surrender to some $40 worth of souvenirs in the form of Aquadisiac Eye Shadow and Nymphette Lipglass.
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“That hopefully means they’ll return to the place that makes them feel like an artist.” So in the same way you want to buy homemade olive oil at the end of a trip to Greece, the customer will want to bring home a MAC souvenir. The aspiration, says Waitesmith, is to have each customer feel as though they’ve had an authentically artistic experience. I’ll write down the names of the products you like, and you can think about it.” Unlike most retailers that bait their staff with commission, MAC pays its artists the highest hourly rate so they can focus their energy on bonding with each customer rather than shaking her down. I blurted an extended “hmm” to buy some time, but he interjected: “Don’t feel any pressure. This $90 lesson wasn’t just an exercise in altruism–it’s to push products, right? And then it came: “Now which products would you like to get?” Ron inquired. We were admiring “our” work in the mirror– specifically my peacock-looking eyes–when I began to dread the big sell. “An artist really needs to be a collaborator with the customer.” After countless swaths of eyeliner gel, blush cream, and Lipglass (lip gloss to the rest of the world), I felt mildly confident that I could actually do this at home. “It can’t be a one-sided performance,” explains Matthew Waitesmith, who heads “artist training and development” for MAC’s 10,000 employees. He painted the base-coat of eye shadow, teaching me the why, when, and how, and then had me mimic his technique above my other eye. Jazzed with my new aqua color scheme in hand, Ron divided my face in half and explained he was going to show me his personal brush techniques, deemed counterintuitive by some.
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Plumped-up sales from MAC’s Small Eye Shadow, Studio Fix, Lustreglass, and Pro Longwear Lipcolour products alone contributed $70 million in revenue. MAC, a division of $6.3 billion cosmetics giant Estee Lauder, got credited in the company’s last annual report for being a significant reason for the parent’s 13% net makeup sales increase ($274.8 million). For example, if a customer says, “I love the way my friend’s lipstick looks,” that’s different from “I love how I feel when I wear that color.”
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In fact, MAC insists on nurturing its artists to be spontaneous coconspirators with its customers, and keeps them sharp with exercises in improvisation and lessons in neurolinguistics. Shop for Korean Cosmetics, Beauty and Skin Care - Face Care for Women, Face Care for Men, Body Care, Fragrance, Makeup, Bath, Hair, Hand & Nail, and more at - Free Worldwide Shipping.
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But Ron had no problem changing midcourse. “Could we do that instead?” I expected an eye roll. MON-FRI: 10am to 10pm EST Lets chat Try On Shades At Home With Virtual Try-On, swipe on 200+ shades anytime, anywhere. “I’ve always wanted to try turquoise,” I confessed. Get in-store expertise online now by connecting face-to-face on video or by messaging a real MAC Artist on Live Chat.
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