At least once a month everyone at PCI gathers in our lunchroom to surprise someone of the staff whose birthday happens to be in that month. Sometimes they do not suspect it and are truly surprised and others (like me) really do know what is going on. The fun is not in the actual surprise rather it is how we get someone into the lunch room.  Sometimes it is as simple as “We need you in the kitchen” or as complex as “You received a delivery and it is in the kitchen.” or ” The garbage disposal is broken can you fix it?” My favorite was one that we did not use. It was Paula’s birthday and we had decided to lock all the doors and turn off the lights (she had gone out to lunch and was in the process of returning to the office and we thought it would be cute for her to return to a “closed” office.) Bryan suggested that we put a sign up “Caution Biohazard: Closed for Skin Care Repairs.” I think Paula would have thought that was funny, because she usually does. Once you get her going, she can laugh until tears spill down her cheeks and wreck her makeup. 

We also have a list of all employees’ favorites as far as cakes or pies. While nothing can compare to my Mother’s homemade Chocolate Soufflé some of the Costco cakes that we have had were really good! It always amazes me the different types of people and their discriminating tastes. Some are ”frosting inclined” and others not so much. I remember past birthdays where people specifically requested a corner piece so that they can maximize the amount of frosting they would get. Now, that is obsession and I am not talking about the perfume!

There is also the part about singing Happy Birthday. The hardest part is when we have a lot of birthdays to sing. For example something like:  Happy Birthday Dear Bart, Deborah, Kate, Patrice, Roxanna, Karoline, Ann, Pablo, KoKo and Mark (Pablo and Koko our a few of the 11 dogs we have here in our office). A Verdi opera would be less challenging to sing some months (believe me, I know.) Also, if we leave the door open sometimes the customers on the phone can hear it. I had one customer ask what all the noise was in the background. I was pretty new at the time and so I told her it was the radio. She told me that I would lose my hearing if I kept listening to music so loud!

So next time you call in and hear a lot of noise in the background just ask whose birthday it is at PCI and I promise to to let you know!

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! 

People who know me know my idea of a messy house is a coaster left out on the coffee table or a sprinkling of coffee grounds on the counter. I am amazed that other people’s homes often seem so cluttered and disjointed, yet they’re OK with it; how do they find anything, and what about all the dust that accumulates?

Without going into too much self-analysis, I think my need to have everything in its place and clean has to do with the chaotic household I grew up in. With four siblings and a dog, things were rarely quiet and organized. My bedroom was the only space in the house where I had complete control over what went where and how I chose to display it or keep it clean. I remember I would eagerly volunteer to clean our family’s basement or garage when things got too out of hand. I liked the satisfaction that it would look magazine-perfect, at least for a couple of hours. And so it is in the home I live in today.

Everything has its place, and I get uncomfortable if things are out of place for long. Thank goodness I am in a relationship with someone who thinks along the same lines, or one of us would surely be out on the street, angry or intolerant of the other’s seeming disregard for one’s need to be neat or, on the other side, disorderly. But still, I am slightly concerned and amused at the fact that, try as I might, I cannot settle down for the night unless I know things are in order downstairs. I hate waking up to non-fluffed pillows on the sofa, last night’s dishes, or a magazine carelessly sprawled on the floor. Therefore, I have a routine before heading upstairs where I don’t turn off the lights in a room until I am satisfied with how it looks. Somehow my brain just works better when such trivial points are dealt with. Some may find this obsessive, but I like to think of it is ongoing maintenance of a home I am extremely proud of.

Like any possession we cherish, it only makes sense to take good care of it—and that doesn’t mean simply doing a seasonal deep clean and putting the supplies away until the leaves turn again. It’s more than cleaning, it’s a sense of pride and attention to detail that many people seem to lack (I am anecdotally basing this on the number of people who have told my partner and I they have no idea how we keep the house looking so good all the time) but I have in excess.

Realistically, a more balanced approach would be better, but that doesn’t seem to be what works for me. Whether or not you think this is just being neat or crosses over to obsessive, I know that my being this way has helped me immeasurably when Paula and I have worked on books together. Being attentive to details, needing an orderly structure, and not backing down until the job is done have helped us meet many a deadline—and there’s still time to make sure the sofa pillows look good before turning out the light (and shutting down the computer)!

Paula’s Comments:
Bryan and I have been working together for eight years and while we clearly have differences we are often struck my our similarities (the joke between us is that I am a young gay man trapped in a Jewish woman’s body and Bryan is a middle-aged Jewish woman trapped in a gay man’s body J ). Like Bryan I cannot tolerate clutter (my motto is that everything is happier when it has a home and isn’t just left thrown about our left out of place). Yet again, Bryan and I are interchangeable, thank goodness, because I could never do this life on my own! 

Anti-wrinkle. There I said it. Well, to be completely direct and clear, what I’m talking about is that I can barely say the word without faltering or hesitating with a roll of my eyes and an exhausted gasp. Now here’s a term that has been used to death for decades with no learning curve. Ironically, the best and worst formulations all make the same claims. How galling and infuriating.

If a product claims it gets rid of wrinkles we want to believe it, and while there are no products that get rid of wrinkles, as I have written extensively over the past 10 years there are lots of products that can make an impressive change in the appearance of wrinkles. In fact, if you keep using them, you’ll see a big difference (think sunscreens, moisturizers or toners loaded with antioxidants, cell-communicating ingredients, and skin identical ingredients, and exfoliants such as AHA and BHA). So here’s the issue: if my products have the same “anti-wrinkle” benefits as the products I rate highly because the formulas are similar (or if I may brag a bit, often better) why can’t I utter the same word (anti-wrinkle) and get the attention of women the same way other companies do? I can’t tell you how many times I’m asked what anti-wrinkle products I sell (or why I don’t sell products making anti-wrinkle claims). Sigh.

For me to use the term anti-wrinkle to describe my products just hits me below the belt and takes my breath away. Is the term misleading, the way the industry uses it suggesting miracles and the fountain of youth? Absolutely. But without question, well formulated products can reduce lines and make skin look younger, there I said it, anti-wrinkle products do exist.

Back to my point, what am I willing to say or rather what am I not willing to say about my products? This struggle is a problem for my company, particularly my Product Development Manager, Kate, who frequently lectures me about this point. She insists that the ingredients we use in our moisturizers meet my standard for improving the appearance of skin, improving skin cell function, enhancing barrier function, restoring substances to skin that it needs to reduce damage, and yes, fighting wrinkles and make skin look better, which includes looking less wrinkled. What to do? For now, that’s a good question, we are talking about this extensively of late and may make some changes. In the meantime, your feedback is welcomed.

Almost eight years ago I sat in Paula Begoun’s office in my red sport coat and tie having a conversation (OK, an interview) that would drastically change my future. I was working as a retail manager in cosmetics, and was ready for a change. Having been a fan of Paula’s books for years, I decided to visit her Web site, something I had not done in several months. As luck would have it, there was an employment ad on the home page for a makeup artist/journalist. I knew the makeup part quite well, and journalism was what I studied in college, so I applied. I had no idea if I would hear back from Paula. I didn’t know if she’d be comfortable talking with a man about cosmetics, seeing as her readership was predominantly female. But you never know unless you give it a go, so I did. About a week later I was meeting the Cosmetics Cop in person, being quizzed about ingredients, what I like and don’t like about working in the cosmetics industry, even which fashion magazines I routinely read. Although I was nervous, it was the first interview in my working life that felt natural rather than stilted.

The original interview actually turned into several more, with various job-related tests being assigned. Paula was nervous about hiring a co-writer, and had doubts that she’d be able to work on a book project with another writer without egos and viewpoints clashing. One of my assignments was to review the cosmetics line I was working for at the time. Paula wanted to see how well my writing style would blend with hers. I took to the project with gusto, turning in my “review” the next day. Paula was impressed, and that led to the next interview, which I’ll detail in another blog. Shortly after I began working for Paula, she told me that she initially thought my review of Aveda was just a minor re-write of what was in her book. She exclaimed I had some nerve if I thought she wouldn’t notice I just gave her own words a slight tweaking. But that wasn’t the case—I wrote the review from scratch (every writer’s fear: a blank computer screen save for the flashing cursor) and hoped for the best. It wasn’t until Paula passed my piece to others in the office that they pointed out I had not simply retooled her review. Rather, my writing style just happened to match hers in a nearly seamless manner. In essence, we had the same “voice” and I officially became Paula’s “mini-me”. So nearly eight years later, with five books, countless newsletters, and pages upon pages of Web content written with Paula, I’m still gainfully employed! Despite Paula’s concerns about sharing writing responsibilities, our working relationship has rarely been strained. Her experience, perspectives, and unfailing sense of humor blend perfectly with mine, and have seen us through many daunting projects. And she isn’t shy about celebrating, which is always a treat!

Over the years my team and my readers have repeatedly asked me to create a blog. Given that I write thousands of pages of content filled with my reviews, opinions, research, outlook, and conclusions, a blog in many respects seemed unnecessary to me. I reasoned that I write enough material already, and worried about overwhelming my audience (and myself). Despite my concerns, I was continually told that a blog would be the perfect format for me to say all the things I hold back saying in my books, my Paulaschoice.com Web site, my Beauty Bulletins, and my new subscriber-based Web site Beautypedia.com (a continually updated, searchable database of thousands of my product reviews-there’s always more and more products to review). So finally, after much resistance, here is my new blog, there is always more to say about the cosmetic industry. This is also a place where you are invited to share you thoughts and critiques with me as well.

You may be wondering what will be different about my blog in comparison to everything else I write and honestly, I’ve wondered the same thing! I am being encouraged to just let it all pour out here on my blog. The objective is to not hold back but instead share the things that drive me up the wall about new products, the bogus or sham studies I come across, the crazy experiences I have at the cosmetic counters or behind the scenes at TV shows, the physicians who sell their souls to get in on the sales of antiwrinkle products, and the overall insanity of the cosmetics industry. Because of what I do and who I know I am privy to a lot of insider secrets. I can at times become vitriolic about egregious violations of a consumer’s trust. Believe it or not, I oftentimes don’t write all these details because I already get a lot of condemnation for being too negative. Well, the gloves are off and I’m ready to share and have a great time doing it! I won’t violate anyone’s trust or confidence, but whenever I can let you in on the unvarnished truth, I will! You’ll also be hearing from several key members of my staff as we build a community of perspectives and shared experiences on this blog. Happy reading, and please don’t forget to leave your comments!