In this second chapter of a multi-part series, Lee Jacobs (creator of the Matte For Men Skin Care line) talks about the current status of his brand in Sephora, a large international retailer specializing in luxury skin care. This summary is the reason for a critical meeting with their buying team.
In this second chapter of a multi-part series, Lee Jacobs (creator of the Matte For Men Skin Care line) talks about the current status of his brand in Sephora, a large international retailer specializing in luxury skin care. This summary is the reason for a critical meeting with their buying team.
In this multi-part series, Lee Jacobs (creator of the Matte For Men Skin Care line) talks about the benefits and challenges of selling your products in a traditional “mortar and brick” retail chain. Sephora, a large international retailer specializing in luxury skin care, is the focus of this case study.
These are the guidelines we live by when launching a new product or idea:
A few weeks ago, a friend sent me a link to a “viral” video showing the owner of a new e-commerce site walking through a warehouse, talking about his new service that will send you really “f*king” great razors every month that will save hundred’s of dollars every year. The video was not only informative, but really entertaining. I watched as their facebook fan count increased by leaps and bounds with people from all over the world “chomping at the bit” to sign up and receive these great shaving tools. They certainly succeeded in capturing everyone’s attention…and from what I understand, the orders started to roll in.
Since I’m always one to watch and learn from others people’s success, Ive kept an eye on them for the past few weeks and noticed a disturbing trend … the number of customer complaints really started to increase: ” Where’s my order???” and “you charged my credit card 3 times and still no product”. Apparently most of their planning and budget went into acquiring the customers…not servicing them, which, in my humble opinion, is a huge mistake as negative reviews are a lot more impactful then a captivating video - especially when their business is based on a subscription model (meaning people sign up for a monthly service that they can opt out of at any time). When you are selling “blades for a buck”, you’d better make sure that your customers stick around for a while…which means that they are happy with the service you are providing.
I hope these guys get their house in order as I really think they have a super idea but just because they claim that their product is “f*cking great!”…it doesn’t mean that their customer service is…and that’s what will keep people customers for a long time.
Lee Jacobs, creator of the Matte For Men Skincare line, discusses the importance of being direct and getting to the point in business.
Lee Jacobs, creator of the Matte For Men Skincare line, discusses how poor customer service will kill your business by forcing your customers to go elsewhere to spend their money.
I want to share something with you…its a tale of what NOT to be like in business. First Ill tell you what happened…and then Ill give you my thoughts as to why it simply isn’t worth “selling out”:
So I move to a mid-western city for a promotion while I was working for a large consumer products company in trade marketing. One day the VP of Sales calls me into his office and tells me that the company would like to offer me the opportunity to oversee a new major segment of our business…in addition to the ones that I currently had responsibility for. Initially, I think to myself that this is quite a compliment…I have been so successful with my current role that they feel that I can handle 50% more work. Well…once the “honor” wears off…I start to realize how much additional work/hours that this “reward” is going to be…so I ask the VP (we’ll call him Bill to protect the guilty) “Bill…will this “promotion” be reflected in my salary?”. Bill says to me ” This is a great experience for you and the company will appreciate you being such a team player” (translation…”No you sap…shut up and just do it since we want to save money and not hire someone else”). At that point…I thank him for the opportunity and tell him I’d like to think about it for a day or two. He agrees…I shake his hand and off I go.
As this opportunity starts to sink in and I realize that there goes any free time I have for the next few years…with no salary increase to show for it…I start to feel a little under-whelmed by the situation. Although I wasn’t feeling too great about the offer, I decided to get someone else’s opinion on the subject. Enter “Stuart”… a peer of mine that did the same thing I was doing…just on a smaller scale. Stuart’s background: Ex-military, funny, extremely abrasive, and ultra-competitive to say the least (he actually head-butted a women in a basketball game so he could get a lose ball). I shared with him the situation over lunch to which he advised the following: “Are you crazy??? They are just giving you more work and no reward…have some respect for yourself! They’re just taking advantage of you…I certainly wouldn’t do it.” I appreciated his thoughts and slept on the decision. The next day…I politely turned the offer down.
Here’s where the story gets interesting…at least it did for me. The following week, my old pal Stuart signals me over to a conference room and shuts the door. He informs me that after I turned down the offer to take on the additional work…it was offered to him…and he ACCEPTED IT! Here’s a summary of what he said while looking like a schmuck ” Lee…I wanted to be the first to tell you that they offered me the position after you turned it down and I accepted it. I know I told you that it was a really bad offer…they MADE me take…I had no choice”. He then went on to assure me that he would give me the appropriate credit if I helped him on some projects…gee thanks. Here is what was going through my head when he continued to speak:
1) corporate climbing piece of shit
2) liar
3) What a great guy…tells someone not to do something…then does it himself
4) This guy is the lowest of the low…gives advice to someone for his own gain
After his speech was done, I left the room and came to the following realizations:
1) Whether he had said to accept or decline the position, I would have never accepted it because I don’t like being taken advantage of. I’ve always believed that if you think so much of someone to offer them a promotion…it should come with financial reward as well.
2) Stuart had just accepted more work and no pay…wow…quite the negotiator.
3) Stuart lost something that no promotion could get him…the respect of his peers.
4) Finally…and most importantly…he demonstrated that he lacked character…something no job can give you.
I look back on this chapter in my life often..and for a brief second I’ll wonder if I should have accepted that offer and if guys like Stuart are the best ones to win the corporate “game”? Sanity quickly returns as I come to the simple realization that its better to have principles and be able to sleep at night knowing I was true to myself than trying to get ahead at all costs. Any day I can look myself in the mirror and smile knowing I’ve done the right things (at no one else’s expense) is a good day.
A good business forum where you may find answers to specific business issues effecting you.
Lee Jacobs, creator of the Matte For Men Skincare line, discusses the importance of being persistent when it comes to your business. Never take “no” as an answer until ALL options are exhausted.
