What Happened to My Order?
This is the most returned item due to leaking in our warehouse.
What is the Golden Honey Nourishing Mask?
What does almost every new Pro ask us for when calling or emailing?
What are free samples?
These enzyme options are commonly recommended for pregnant clients (any correct option accepted).
What are Pineapple, Coconut Papaya, Eucalyptus, or Pumpkin Enzymes?
This dynamic duo greets all of our local Pros and class attendees.
Who are Trini and Daisy?
We see approximately 450 of these each month in person?
What is walk in Customers?
This is our company mantra.
What is Aestheticians Empowering Aestheticians?
This is the most common type of issue we see when Pro’s say they have not received their order.
What is a mis-scan/mistake by the carrier?
This type of ordering happens when a Pro knows they want to buy, but hasn’t decided what products to get yet.
What is indecisive ordering?
Pros often raise concern about this ingredient, without considering the entire formula.
What is fragrance?
This team member is known for surprising coworkers with unexpected scares in the office.
Who is Courtny?
We receive and process approximately 85 of these per month related to customer satisfaction and order issues.
What are Returns?
This is interpersonal skill helps Pros feel understood and acknowledged, especially during difficult conversations.
What is empathy?
These two package issues account for the largest share of complaints logged by Customer Service.
What are missing and leaking items?
Every LAS member gets caught off guard (and maybe a little internally offended) when asked this question by a Pro.
What is “Are you an aesthetician?"
A Pro once wanted to use Raspberry Cleanser and brightening enzyme on this type of client, and we advised against it.
What is a 7 year old/child?
This team member is widely known for a strong love of Hello Kitty.
Who is Erika?
We process approximately 2,500 of these each month through our website.
What are online orders?
This interpersonal skill allows us to hear and understand a Pro’s concern without immediately jumping to a solution.
What is active listening?
These two living creatures have been found in Customer’s packages upon delivery.
What are ants and larvae?
This is the most common thing customers inquire about, even though they received an order confirmation email.
What is checking order status or tracking?
One of more the more serious ingredient inquiries we handle involves clients whose allergy could potentially be this?
What is life threatening?
This team member is known for her strong reliance on Red Bull.
Who is Bella?
This is the number of registrations we’ve approved since website launch.
What is 8,000+ registrations?
This was Lisa's “vision" for every email, call, and Customer interaction.
What is stay humble and serve the Customer? (Take ego out)
A Customer was surprised when her order arrived in this brand’s shopping bag after the carrier repackaged her damaged shipment.
What is Abercrombie & Fitch?
This is the most dangerous situation we encounter when a Pro is placing an order.
What is calling while driving?
Customer Service must stay current with updates from which department to effectively support Pros across shipping, website issues, promotions, education, inventory, and products changes?
What is ALL of them?
These two team members began their careers in the warehouse before joining LAS.
Who are DeNesha and Yuli?
The Customer Service team handles approximately 2,300 of these each week.
What are customer phone calls?
This is what turns a one-time buyer into a long-term professional partner.
What is relationship building?