If you are someone that enjoys getting out and going shopping, you probably know that every store has its own personality. Some of those stores are relatively quiet, and you aren’t going to be approached by anyone who works for the store for any reason. Some of those stores are even frustrating because you can’t find someone to assist you, even if you needed some desperate help. On the other end of the spectrum is a type of store that seems to invade your personal space, the moment you walk through the door.
Behind the different personalities of those stores are often policies that dictate how the workers are going to interact with the customers. It may seem frustrating but when it is a matter of keeping their job and perhaps even earning a paycheck, you are going to be approached as soon as you walk through the doors. That is changing in one European store, Sephora. The store has done something that has gone viral, thanks to some understanding on their part and the action they took.
There is a fellow introvert on the Sephora customer experience team who deserves A RAISE RIGHT NOW pic.twitter.com/4Aan7lUyVD
— Cami Williams (@cwillycs) November 4, 2019
If you want some assistance, grab the red basket when you come in the store. If you want to shop on your own, grab a black basket.
This is making it easy for people who have anxiety or just don’t want to have any interaction with others to get their shopping done.
Lush is getting a lot of comments asking for the same thing in their stores.
@LushLtd please, please consider something like this.
Sincerely, a customer with anxiety who uses your products to calm my mind but can’t shop in store because it’s an accessibility nightmare 🤷♀️
— Amy Barrett (@amybarrett31) November 5, 2019
Oh god please put this in lush, I want a bath bomb but it’s like an assault course of cheery horror in there!
— Hannah Tempest (@palindromic_Han) November 5, 2019
When I went to lush last week I had 4 different people all come up and try and get me to buy all different things within the 20 minutes I was in there trying to buy what I actually wanted. It’s so uncomfortable.
— Kayy🐝 (@Kayyhatesyou) November 5, 2019
I can't go into Lush because of their over-attentive assistants. This is so brilliant. Introverts around the world are quietly whispering "well done".
— Jo Mason (@therealmrsjo) November 5, 2019
It seems that enough people are having this problem and it is keeping them from shopping. Some people were wondering what happened if they changed their mind and wanted help.
What if you don’t know if you need assistance yet, and definitely don’t want it unless and until you need it?
— RAV (@elanor777) November 4, 2019
Others thought the store would lose money.
I love this but working in retail for a long time management wants you to “up sell” & they believe that if a person comes in & buys one thing and talked to no one, the opportunity was missed to up sell them and add on other items. That’s why they want you to talk to everyone
— Howie (@whal510) November 5, 2019
Some thought it would help them make more money.
And from a marketing standpoint, this puts a basket in the hands of people who may have only planned to window shop. A win for the customer and for the store.
— John (@dorkistry) November 5, 2019
Apparently, some Korean stores are doing the same thing
If your favorite phrase is "No thanks, I'm just looking," then these are the shopping baskets for you. Innisfree, a Korean beauty store,… pic.twitter.com/D2AJTigPBs
— a phenomenal tool to (@mytop10videos) December 10, 2016
Most of all, people around the world are wishing that Sephora would bring this to their town.
Source: Percolately