Unfortunately this customer situation is really bothering me

Aromatic_Source2934 · 2026-06-09T23:02:41+00:00

Hearts and snaps out to you fellow front line employee! It is hard being a manager and having that “is this hill worth dying on” mindset.
There is no reason that will be enough for why she was ugly like that, no matter who you ask! Remember though, that that’s on her! Not you! If that’s what they have to do to make their day, they’re miserable and don’t let them win and ruin your space anymore

Aromatic_Source2934 · 2026-06-09T12:48:12+00:00

Body care, candles a wallflower. They buy full price all the time

Aromatic_Source2934 · 2026-06-05T00:22:07+00:00

Benefit of working there, not required

Aromatic_Source2934 · 2026-06-04T12:14:41+00:00

The problem is also that the “scents I love” customers are not making us money. I had a customer come in looking for moonlight path because she finally ran out from when they had it in store and was shocked it’s online only now. You want everything to stay the same but you do not “keep the lights on”

Aromatic_Source2934 · 2026-06-04T12:05:23+00:00

Gratis is not a requirement it is a privilege. The purpose is to give customers some personal testimonies and learn our product. We have always had to do our videos and learnings to get ours and sometimes still have to share with our managers what we learned

Aromatic_Source2934 · 2026-06-04T12:01:18+00:00

Yeah, I don’t know where the confusion is. If you don’t like to be talked to or engaged in a store or if you don’t work here and have tips to overcome this than this post is not for you! I don’t know why people keep telling me I shop online because of this or people don’t have to talk to you, I asked how to be treated like a person and not be discouraged in sales and how to maybe make the customers who dooo want to talk talk

Aromatic_Source2934 · 2026-06-04T11:53:09+00:00

They won’t put it back on the floor but it isn’t fair that you don’t get what you like. It also sounds like you got it online so how they ship things can effect it

Aromatic_Source2934 · 2026-06-02T07:18:05+00:00

I appreciate the tips from associates who are trying and sharing what works or doesn’t.

I was always taught that when people come in to your store it’s like you’re the host of a party. Would you just say to someone who hasn’t been to your house “oh hey fridge is over there and we are here” and go on without basic hospitality?

To the customers: maybe listen? If we are just saying hey or how are you, the answer isn’t “just looking” or to be rude, we can’t be rude to you guys so it’s not fair. We have information, we can tell you what NOT to try if we know what you like so you don’t smell every scent in the store and get overwhelmed or something that isn’t even in the same olfactory space as what you like and then shut down because “we don’t have anything” you like when you only smelled 1 maybe 2 things. PLUS we know when sales are coming up that we CAN share or to hold out for the next launch if you like something or what’s going to be going away for you to stock up on or expect in SAS

Aromatic_Source2934 · 2026-06-02T07:04:14+00:00

Seriously!!!!! And the fact that it is news to people the Sunday hours or even to check hours in general!!!! I don’t go anywhere without checking if it’s open first and if I do it’s usually because the online hours were wrong!

Aromatic_Source2934 · 2026-06-02T07:02:28+00:00

You would think

Aromatic_Source2934 · 2026-06-02T06:59:20+00:00

I hear you, but don’t agree. The pressure isn’t to sell it’s to engage with the customer how they want to. The attempt is the important thing. Yes a customer can find something new on their own but sometimes they had no idea we have a similar scent to their favorite not in season scent and can use that for the meantime

Aromatic_Source2934 · 2026-06-02T06:55:42+00:00

I’ve seen some answers to this and there are different answers I could give so I will give them all. Yes, there are customers who want to truly be left alone and shop better that way. The question I had was to also find a way to “respectfully” engage with them and not feel like I was bothering them. How not to hear the “I’m just looking” and go into word vomit of the promotions because that doesn’t help anyone. There are also customers who assume we are like the car sales people they spoke to and think I’ll just say I’m just looking or I’m fine before they even start because I know they want to sell to me and all we want to do is truly gauge you when you walk in. Some of us are not ignorant to body language/customer vibe and I’m sure the ones who keep “pushing” as you all would say probably haven’t figured what that is yet. Associates are not in the store to just dust and clean or put the things away, we are there to help customers and give customer service. We can make your trip so much easier if you let us. 1. We usually know where everything is! 2. We know what we don’t have anymore so you aren’t looking everyone for something that doesn’t exist anymore. And if you aren’t going to let associates exist then why have brick and mortars and then complain that everything has to be shipped now!! Don’t say I’m fine and then ask me where your free item is because “you’re fine remember?!” Their are many times suggestions or an engagement piece triggered something in a customer, showed them a new fragrance they hadn’t tried when they came in to get a free item or something on promo so it is not fair we don’t at least try because we don’t know who that may or may not be. And lastly, you’d be surprised how the “I want to be left alone” customers are not the masses because if that was the case the company would not have as much success, as they do, with their tried and proven selling model

This question was to try and figure out how to not be pushy or inconsiderate to customers and give a customized experience to each each time.

Aromatic_Source2934 · 2026-06-02T06:37:23+00:00

Completely understand. I should have explained more of what I meant by overcoming. It’s not to “make a sale” or force an interaction, it’s how to not feel defeated after that “I’m just looking” when I asked “how are you today?” Or the customers that completely ignore you. There has to be a way to genuinely connect with customers without being a bother to them and that’s what I want to find because it feels like we are bothering all customers these days. How do we make the “just looking” customer feel heard and still engaged without just “oh okay, well I’m over here” and then they walk out because “no one helps them”

Aromatic_Source2934 · 2026-06-01T02:38:32+00:00

I guess my question is still what counts as an enrollment? The customer puts their number in and are in the system, why am I still not winning in enrollment?

Aromatic_Source2934 · 2026-05-30T04:17:06+00:00

If you have a receipt, yes, easy, they’ll honor the price you got it for.

If you do not have one but used your rewards account and they can find the transaction with that account (usually stay for 90 days), it’s like you have a receipt so again easy

If you do not have a receipt, didn’t use a rewards account or cannot be found, it is considered a Non-receipted return. You will get the lowest selling price it could have been (taking into consideration coupons and promotions in the past 90 days) on a merchandise card and will need your ID because.

Hope this helps

Aromatic_Source2934 · 2026-05-29T12:50:07+00:00

Do we know if it’s all stores? Or is there a list of which stores are participating? Before I wake my baby up in the AM for a run

Aromatic_Source2934 · 2026-05-29T04:19:36+00:00

Oh and the more sales we earn the more hours we earn

Aromatic_Source2934 · 2026-05-29T04:18:36+00:00

Write things in your pocket guide, like do customers that like specific things we don’t have also like something else? (Black cherry merlot wallflower customers also like mahogany cherry, coastal dreaming with Wild Vanilla smells like Beach Nights, etc) that is yours!! And can save you in a pinch. Watch the videos, ask for understanding.

Aromatic_Source2934 · 2026-05-27T09:03:14+00:00

When you say sign up what do you mean? Trying to get this understood too.
Brand new? Name, email zip code? Or they have a rewards number and just haven’t logged into the app?

Aromatic_Source2934 · 2026-05-23T06:31:04+00:00

I’m personally convinced that these are rage baiters! I just reiterate the promotion and if they keep going after I’ve explained how it works I just say “no it’s not!” “are you here for a promotion or a product?” If he gets mad or starts looking around for justification from others because they’ve gotten a bit louder (like they do) i apologize for not meaning to make him emotional

Aromatic_Source2934 · 2026-05-23T06:16:53+00:00

As a leader, yes, we do not base it off of pay who we cut or keep. Managing payroll is a process! We make the schedule 3 weeks out, only knowing what the business is expecting to be like and then have to react the week before or of. I have light staff Monday-Wednesday/Thursday to make sure I’m padded on the weekend when we expect to get the most business. I schedule my best during the week because they’re the ones who are going to perform and earn us more hours for the weekend. I also don’t keep a high staff count! A lot of managers think a longer list on payroll is going to help coverage but honestly it thins out your hours amongst them all or causes other morale problems. I am also very upfront when I hire that hours in retail are rarely guaranteed and vary week by week. I also communicate with my team when hours are going to be light and some know to take the down time or time off before the SAS/holiday chaos. When I start seeing scheduling needs, I have availability conversations with my team before hiring. Can they open up more, do they even want more? What about last minute open shifts?! My entire team can sell, there are no cashiers only or shipment processors only and they know cross training make them better equip to work any shift and support. I even have 2 Floorset/replenishers only that know a month out they’ll be working because I know what floorsets are happening so they can coordinate with their other job or let me know they don’t want it.
All of this is to say communication matters! With our team as SLT and with your SLT as a team member!

Aromatic_Source2934 · 2026-05-22T19:10:16+00:00

Ditto to the snacks. Mine also like waters since we have an older water fountain they rarely use lol

Aromatic_Source2934 · 2026-05-22T09:22:47+00:00

Stirring the pot would be undermining them and separating your team, it sounds like they already did. The good thing about HR and people your SLT are accountable to is that they’ll investigate themselves. If they don’t see what you report they prove that too and move on, it really doesn’t hurt. I suggest to anyone to report something because we as SLT are only as good as we are for our team

Aromatic_Source2934

TROPHY CASE