The Reality Of Sephora

The REALITY OF SEPHORA

Written by Emily Martinez

Photograph by Hailey Kroll

When I first landed my job at Sephora, I wanted it only for the free products and discounts on beauty products. I’ve always had a passion for makeup, but I didn’t know it was going to be one of my best and worst jobs yet. 

I thought I was going to stock products, be a cashier, and perhaps give recommendations here and there. When they started training me how to sell an AHA serum and hyaluronic cream bronzer at the same time, I was confused as to why they were teaching me this. Yes, it was so we could make more sales, but also because when a customer with acne-prone skin comes in wanting to achieve a glowy finish, they are almost always shopping for skincare to prevent future breakouts too.

Now does everyone want a glowy look? NO! In fact, I learned that quickly. 

There are a few types of customers that walk through those doors: the 10-year-olds who raid the Drunk Elephant and Summer Fridays section, those who want to remove or hide a certain feature, and the “browsers” who are looking for the trending TikTok products. We have more in between, but let’s get down to the top three. 

Which one is my favorite customer? It honestly depends on how I'm feeling that day. 

I help, I really do, even the 10-year-olds because, believe it or not, I see my younger self in them. I was a stan of the YouTuber Bethany Mota, although all of her products were half the price at Target. It’s a remarkable experience as a 10-year-old to buy your first lip gloss with your Christmas or birthday money; it’s the gateway to the world of makeup. They get so excited over the pretty packaging convincing their parents that the 20 ingredients in the product won’t damage their youthful skin. In the end, it’s that first product and the memories at Sephora these kids hold onto, and our staff makes sure they don’t forget it. 

Now we move on to the adults who come in and have a goal, and that is to remove or de-emphasize a feature of their physical appearance. This is the customer I dread because I absolutely hate seeing a person openly talk down on themselves. They start sharing how much they hate their acne scars, dark circles, or big fat nose. In my head, I instantly go, “EXCUSE ME, YOUR NOSE IS NOT FAT.” These clients don’t make my job difficult; they make it more important. Sometimes all they need is to talk it out with a stranger. To hear that whatever imperfection they were fussing about is truly not there and that they shouldn’t see themselves as less because of it. Luckily our staff knows how to boost someone’s confidence and how to be that open ear. I used to think my coworkers and managers were chirpy and too extroverted, but scenarios like these are why they were hired. Our personalities come through, and while we begin blending in the concealer over their desired targeted spot, we shout our favorite line, “YASSSSS!” We treat them as runway models; we grab the nearest coworker for a second opinion and instantly give our final thoughts on what we think looks best! 

Now we move on to the people who just come in and shop. These are my favorite. These customers are here for the plot. They swatch and are really at Sephora as a way to pass the time. They are the ones who get in your business. There have been countless incidents where I’ll be helping someone seek the most flattering blush shade, and someone will butt in and start showering them with compliments. They’ll begin chatting on their own about what looks good and doesn’t and laugh until socials are exchanged. The conundrum between blush shades has been solved, and both customers have a smile on their faces. I guess you can say Sephora has become the new meet-cute to make new friends, huh? 

But now we talk about MY experiences. 

When I do my fake blowout and a full set of makeup, I hear nonstop, “Omg, I love your hair,” “It’s so thick you are so lucky!” Little do they know that I have hated the thickness of my hair since I was eight years old. Working at Sephora has changed my attitude towards my hair, and it has genuinely become my favorite feature. Though the days I don’t wear makeup and my small eyes are prominent, I don’t seem to get the same respect. I’ve always said don’t judge a book by its cover, yet it happens all the time at Sephora. I’ve had customers roll their eyes at me when I’ve shared a concealer recommendation and side-eye me when I ask them if they need help. There’s an expectation from customers that our employees should know every single shade for every single product. We wear a full face of makeup and have healthy and voluminous hair. But the truth is we’re all still learning, and we all have different favorites. Not every person follows their color palette, not every hydrating serum suits all dry skin, and our holy grails always change. We recommend what we know, and within that, we get to know ourselves a bit better too. I used to think orange-red lips flattered me, but I’m now a cherry-burgundy girl. 

Next time you go into Sephora, know that we’re your friend. We were all that 10-year-old kid who bought their first lip gloss years ago. We still get excited when buying the new Summer Fridays lip shade, so we hope to add to your experience and make the memories last.