After a flurry of meetings in the office the other day, I sat quietly at my desk for just a moment before the phone rang. I picked up the receiver and said, “Thank you for calling Paula’s Choice, this is Deborah, how can I help you?”

While this greeting is considered standard in the world of customer service, something at that very moment struck me and I realized just how different Paula’s Choice is when it comes to our level and dedication to customer service. In fact, we are by most measures fanatic about it. Our company culture truly believes in service at the highest possible level. Each and every department in our organization wants the best for the Paula’s Choice consumer and while we want to generate orders, we think it is far more important to be sure you get the right products (not just sell you more and more products or, even worse, the wrong products), along with services that make you feel comfortable and safe and better help you navigate the complicated world of skin care and makeup.

Upon reflection, I am proud to tell you that many of our meetings are about what we can do for YOU. From specials and upcoming articles to packaging, customer service troubleshooting, generous return policies (better than almost any other company we’ve heard of), easy refunds or credits when you have any problem, and even free rush shipping when we make a mistake. You are always the focus. Although I personally hear from many of you that we are meeting or beating expectations, I thought, why not open this up to further discussion? What I want to know is: Are we meeting the mark we strive for daily? Are we truly stepping up to serve you at the highest level possible?

We do a lot of talking to answer your questions, but we also do a lot of listening and I am curious to hear what you have to say. So now it’s your turn. What’s on your mind about how we can do more for you here at Paula’s Choice?

First let me start by saying that at Paula’s Choice everyone in Customer Service is trained and wants to answer questions in as helpful, polite, considerate, intelligent, and personalized manner as possible. Having said that, as the customer service manager and member of this team for more than eight years, the question of my team’s competency is one that has bothered me over the years until a recent experience helped me understand just why a consumer might ask.

When I called my local cell phone company to get information on current plans and upcoming new phones, I was met with the standard “Thank you for calling [xyz company], how may I help you?” but it seemed to go downhill from there. As I asked the questions about what new plans and phones were available, I was advised that “all of this information is on our website” and then there was silence. Was that just a recording I heard? I wasn’t really sure so I replied, “Okay….Is the number I’m calling right now not for questions only to place an order?” Although slightly modified, I just asked the very question I had come to dislike over the years (it was like a light bulb turning on), is this just an ordering line or can you answer questions? What else is customer service for is not to ask questions and have someone with knowledge and patience to take care of you. If the phone number is an ordering phone number, just tell me that up front don’t waste my time redirecting me.

To test if I could get the help I needed, I changed my question to; “Can you just tell me when my contract is up?” I wanted to see if the risk of losing my business would stir a better response. She knew that answer right away and then said “is there anything else I can help you with?” I’m thinking you haven’t even helped me yet, and you’re not getting that I’m so frustrated I’m considering changing providers. Believe me, my team is never going to do that to any Paula’s Choice customer.

So for future reference, please know that when you call Paula’s Choice, our team does take orders, BUT we also answer questions and most importantly we DO care and appreciate that you chose our company to serve your skincare and cosmetics needs. Thank you again for choosing Paula’s Choice! We look forward to speaking with you.

Along with our coffee, review of new emails and start of a game plan for upcoming tasks, there are the standard “Good Mornings” extended to each employee in the office and this doesn’t just apply to our human employees.

From divas such as Satine, Coco, Bella and Daisy to carefree boys like Pablo, Sponge Bob, Timmy, Bo, Boris and Danny, the office dogs at Paula’s Choice have become a staple in our day. As if on the time clock themselves, these dogs wouldn’t miss a day of work and feel as though they are just as productive as everyone else; even attending meetings from time to time. Of course there are the daily breaks as well and this means literally getting on the floor and for a good old fashioned belly rub. Okay, the dogs not us (although that doesn’t sound bad) and don’t think Paula is exempt. In fact, the dogs know when she’s entered the building by the sound of her voice and also know she will give them each a moment of undivided attention on the floor, high heels and all!

With wagging tails and an almost smile on their face at times, I have witnessed a great example of a win-win situation. These office dogs (some rescued) need a certain something and add a certain something to our team at the same time. Without effort, they manage to bring out the best and friendliest in each and every one of us.

While this maybe a little strange or different to other companies, Paula’s Choice wouldn’t have it any other way. After all, who would explain to our canine partners that they can no longer come to work? We just can’t imagine the office without them! 

This remains a favorite question of mine and one that I have heard a number of times over my years here at Paula’s Choice. Yes, I have met and in fact I see her regularly as does most of the staff in our office. Paula Begoun is not just some name on a plaque outside an office door here or the name of the CEO in some office in the sky that we all hope to meet one day. Paula is an energetic, caring, funny and let’s not forget; “tell it like it is” kind of business woman, friend and boss.  She not only wants what is best for her company but also her valued consumers and employees.

From birthdays to office lunches, summer parties and holiday venues, Paula has always made herself accessible to the entire company on many levels. With an open door policy and hands on approach, she continues to work with her staff directly on everything from product development, to marketing decisions, writing and research and let’s not forget the occasional packing of orders. Yes, I said packing of orders (right along the entire office during huge promotions). Maybe she even packed one of your orders?

So if you have ever wondered whether I met Paula and just haven’t had a chance, know that I have and unlike some other companies, it is not just in brief passing or via some video conference. She is here in person sharing her philosophy with all who will listen and working daily to follow through on her Mission Statement.

Thank you Paula! 

For those of you who know Paula’s work, and given I’m Paula’s Customer Service manager, you may think that sounds blasphemous. Well, that was my stance a few years back. Being both African American and Caucasian, I have naturally tan skin that rarely burns so, I figured there was no need for sunscreen. Interestingly enough, I actually got this idea from my mother who is Caucasian even though she herself wore sunscreen due to having a fair complexion.

Of course along with others, I enjoyed many days outdoors without a care or thought about how the sun was affecting my skin. Who could blame me? Since the damage is silent and for the most case invisible (unless you get a burn), it seems as if nothing is happening.

When I began working for Paula’s Choice, I found that while people with a darker complexion may have a lower risk of sunburn and skin cancer, they are in no way immune to the damage caused by the sun. I also found out that sun exposure is a huge contributor to wrinkles and those pesky little brown spots and ashy skin tone women of color like me don’t like.

Unfortunately, I didn’t just read about these things, I actually began to see them happening (even though I was now using sunscreen, some damage had already been done from my years of neglect). My skin started to look a little blotchy, uneven and didn’t seem to feel as soft. The dead give away though; you got it, those darn brown spots which I had always thought were just age spots anyway. While the first noticeable one above my lip wasn’t bad (I actually even thought of it as little Marilyn Monroe-ish), they seemed to be creeping up all over now and not just on my face. I began to notice a few on my chest and forearms.

Flash backs of baby oil and water bottles came to mind along with full days out in the sun, just lying there soaking it all up. What the heck had I been thinking? Actually I wasn’t thinking and that is the difference between then and now. There is information available and there are products that can help address damage that has already been done as well as products that will help prevent future damage. Trust me, sunscreen is a part of my routine now 365 days a year, rain or shine without fail. It has just become a habit and a good one that I share with the rest of my family (especially my teenage girls) and my skin definitely looks the better for it. Paula often comments on how beautiful my skin looks.

So if you’re feeling the way I used to, the whole ”I don’t really need sunscreen” thing,  think again because everything you do comes to light one day and unless you are going for that uneven, weathered, freckly look, then I suggest you get your hands on a good broad spectrum product and start applying liberally!