In the world of luxury beauty, communication goes beyond product knowledge—it’s about understanding the lifestyle, needs, and desires of each individual customer. At Sisley, this personal connection is key to creating an exceptional shopping experience that transcends the products themselves. Michelle Ruzzene asked four Sisley Beauty Advisors from across Australia to share their expert insights on building authentic, lasting relationships with their luxury clients.
“How do you communicate with a luxury customer?”
NATHALIE CHAYADI (David Jones, Bondi Junction)
“I enjoy making sure every client, no matter who they are, feels special. It can be as simple as taking the time to spend with them, offering a skin consultation or counter treatment so I can understand their needs. I listen to what they might love about a product, it can be something sensory, or how it makes them feel. Being receptive to this can be key to their enjoyment of the product or how it fits into their lifestyle. Once they have left the counter, I don’t forget about them, I like contacting them to see how they are doing with their purchase and hope that they continue to return as a loyal customer.”
JENNY SCHULTZ (David Jones, Macquarie)
“I enjoy making sure every client, no matter who they are, feels special. It can be as simple as taking the time to spend with them, offering a skin consultation or counter treatment so I can understand their needs. I listen to what they might love about a product, it can be something sensory, or how it makes them feel. Being receptive to this can be key to their enjoyment of the product or how it fits into their lifestyle. Once they have left the counter, I don’t forget about them, I like contacting them to see how they are doing with their purchase and hope that they continue to return as a loyal customer.”
NATSUE KIMURA (David Jones, Pacific Fair)
“I’m genuinely so passionate about Sisley, I love Sisley, so when you are passionate you can share knowledge authentically. It’s not just about the products and what they do, but also about knowing the customer intimately, more than just their name. Equally as important is understanding the customer’s lifestyle and responding to their needs accordingly. Sometimes they may need pampering, or to relax, or they might come in to learn more about a product they are interested in – for me it’s just a pleasure to assist them.”
JANE KIM (David Jones, Castle Towers)
“I believe in the power of Sisley products because I have used them myself for seven years and this allows me to share Sisley product knowledge and a genuine firsthand experience with customers. The key thing I do that helps me provide the very best care for our customers is taking thorough notes which I can refer to. This helps me with follow up and ongoing communication. I try to personalise each service and actively listen to customers; this makes them feel more comfortable coming back to me.”
This article was first published in the Spring issue of Retail Beauty:
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