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.

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!

While young consumers are more aware these days (magazines such as Teen People & Teen Vogue actually cater to them) are they really more educated? Companies know there is a gold mine to be had pandering to teens that can be tapped into which not only includes fashion and music but now skincare and beauty. As with many other areas, this group of consumers is actually driving the development of new products.

With so called “perfection” being depicted on TV, billboards, magazines and the internet, having flawless/blemish free skin is a goal that many young consumers are trying to achieve. Unfortunately, this quest usually doesn’t come cheap. Not knowing which products to use and which to avoid can lead to a long line of overspending and disappointment. With lines like Noxzema, Biore, Neutrogena and Clinique (just to name a few), young consumers with skin care issues will typically jump from one item to the next when desired results are not immediately achieved. Additionally, the constant changing of products can actually lead to problems that may not have occurred otherwise. Conditions such as redness, dryness and irritated skin can be a result of using poorly formulated products or simply not following suggested directions (Paula has been reminding me of this non-stop over the nine years we’ve worked together.)

This is where the adult and young consumers are actually very similar because we all want instant results. Fortunately, many of us now have an advocate on our sides who have taught us that there are no miracle products or overnight solutions. Instead, there are sound and effective ingredients and routines that mixed with a little patience can net us the results we are all looking for.

Paula has tackled many skincare issues and  has also provided us with the resources and products to address them. While many adults actively follow her suggestions, how many of us share this information with the young consumers in our own households? I know the subject of skincare (especially acne) can be difficult to discuss but you can probably save some frustration and your pocket books by educating your young consumer early on. Share with them some of your own experiences and let them know the importance of a simple, gentle and effective routine. Most importantly let them know that results are not as instant as portrayed in ads. For those of you unsure yourselves about what constitutes an effective routine, consider reading Paula’s Teen Report beforehand. I did so myself and found it very useful.

Along with most things, consistency and patience are key and believe me when I say that I found myself repeating this to my own teenage consumers time and time again. While it took months for them to follow a solid routine on their own, it became easier and easier over time. Soon I found them reading ingredients lists and asking questions before spending their hard earned money on the latest and greatest products seen in ads.

They have actually become more savvy consumers and it gives me a sense of relief that they will not share many of my same skincare struggles. Additionally, they do not feel as helpless or tempted by the same department store counters that once lured me in. Most importantly, it has given us a connection, something to discuss, something to share. While it seemed invasive to them at first (what teen doesn’t know it all or shut down when you want “to talk” about something sensitive), they ultimately realized that I had their best interest in mind. It has become one less thing to worry about in their sometimes complicated worlds. They can now “put their best face forward” and move on to the next goal or item of interest and feel confident doing so!