THE IN-TRAY

These are the questions our customer service team get asked every day

This month at MECCA, we’re answering your beauty questions. The questions that might keep you up at night and the ones that spring to mind when you’re applying your makeup or thinking about upgrading your skincare routine. We’re sure you’ve got plenty. If there’s one team within MECCA that receives the most beauty-related questions (in addition to our store teams), it’s our Customer Service team. They’re the ones on the phone, popping up on our social accounts and on Live Chat (no, they’re not bots) who are always ready to give you a hand. You—our faithful beauty lovers—keep them busy with hundreds of questions a day—so we spoke to them about what the most popular questions are and what it’s like being part of the team our customers look to for all their beauty need-to-knows.

REMY HENSHALL

THE MOST COMMON QUESTIONS YOU HEAR

“Is this product/brand cruelty-free?
What are the best products for sensitive skin?
Can you suggest a product that doesn’t contain any ‘nasties’
What is the best foundation for me? Or ‘How can I make my makeup last?’”

THE TRICKY QUESTIONS YOU RECEIVE

“Any question that begins with: ‘what is the best…?’ — because what might be the best for me, isn’t always the best for the customer. This is when we really need to ask questions and narrow down what the customer is really looking for to address their specific concerns and find them the perfect products.”

THE PRODUCTS CUSTOMERS ASK YOU ABOUT THE MOST

“Mecca Cosmetica To Save Face SPF30 Facial Sunscreen, Laura Mercier Oil Free Tinted Moisturiser, NARS Sheer Glow Foundation, any limited-edition Morphe collabs and NARS Liquid Laguna Bronzer.”

WHAT YOU LOVE ABOUT YOUR ROLE

“The variety of tasks I do—it keeps me on my toes! And keeps the job exciting and fast paced. Also the customers I deal with—I am so lucky I get the opportunity to speak to some of the loveliest customers we have. Whether it be an hour-long chat about all things beauty (and sometimes just life) or a quick little consultation—the customers I chat to really make a difference to my day.”

CJAY AKSOYOGLU

THE TRICKY QUESTIONS YOU RECEIVE

“Broad questions, like: ‘what’s a good foundation?’ or ‘what’s the best cleanser?’. Beauty is so personal and what works for one person may not necessarily work for others. It’s important to figure out first what it is you love about your skin and secondly what part of your complexion you would like to enhance or what concern you’d like to target, and go from there.”

THE MOST COMMON SKINCARE QUESTION YOU RECEIVE

“Customers often want to know the difference between skincare products—especially serums! It can be overwhelming because we have so many amazing products. For instance, last week someone inquired about the difference between Drunk Elephant’s T.L.C Framboos Glycolic Night Serum and the Summer Fridays CC Me serum.”

ADVICE FOR PICKING A FRAGRANCE ONLINE

“A really fun way to pick a new fragrance is to think: ‘what kind of person is this scent made for?’. I personally pick a fragrance based on my mood or the kind of version of myself I’d like to embody that day. So, when reading a description online, it’s nice to think about which kind of mood you’d like a new fragrance to embody based on its description. For instance, a carefree 1960s summer night or a more seductive, spicy and mysterious scent for a night out.”

WHEN A CUSTOMER WANTS TO TRY A NEW SKINCARE PRODUCT

“A great place to start is to think about what’s lacking in your routine. So, does your skin need more hydration in the winter? Or perhaps your under eyes are looking more tired than usual? That way, you can find a targeted product.”

THE MOST COMMON QUESTIONS YOU HEAR

“Is this brand cruelty free?
Is this product vegan?
Is this product suitable for sensitive skin?”

WHEN A CUSTOMER WANTS TO TRY A NEW SKINCARE PRODUCT

“If customers have the chance to consult in store with a Skin Specialist, this is always something we recommend, as this gives them the opportunity to feel and play with the products, as well as having their skin assessed in person. However, for many of our customers who are regional or not located near a store, we ask as many questions as possible to determine what products are most suitable for the skin concerns. I ask them what their skin type is (oily, dry, normal, combination or sensitive) if they have any specific skin concerns, what their budget is, what other skincare products they are using or would like to include in their routine.”

Want to know more?

Trying to find the perfect fragrance, but don’t have time to spritz in store? Or maybe you’re in the mood to splurge on a brand new blush, but can’t decide on cream or powder? Without a team of MECCA specialists by your side, shopping beauty online can be tricky—we get it. Luckily, our live chat services allows you to get a taste of MECCA’s one-of-a-kind in-store experience, no matter where you are (or how many tabs you have open). So open up our live chat and get your beauty questions answered by a real-life MECCA specialist, who—we can guarantee—will know more about hair, skin and makeup than any old bot. Click here to get started.

Our live chat hours are Monday – Saturday, 8am – 6pm AEST.

Want to know the products MECCA HQ can’t live without? Here they are.

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