I guess an attitude or a way of behaviour.
>> Yeah.
>> In terms of the guidance the brand gives you when you express
yourself on the shop floor, is there guidance or is it pure anarchy?
>> So, it's definitely always sticking with the brand and
being on brand within brand guidelines, but you definitely don't feel limited.
So you can absolutely be who you are.
In terms of the way you dress, they do have a uniform policy.
And in terms of black and white,but then in terms of accessories, hair,
makeup,you can really do whatever you like.
And I know they really embrace you, your personal style as well and
how you like to be of course always sticking into professionalism as well, and
being at work.
But yeah, they definitely let you bring out your own personality and
really shine on the shop floor.
They always say that's what brings the customer experience to a high standard.
It's like, you as a person as a shop assistant or a supervisor,
that's what you bring to the shop floor.
So much inspires, me but one thing that always sticks out as being so
inspirational is just how kind of ethical we are as a company.
So going in with things like our packaging,
we really are very careful not to use excess packaging.
A lot of our products are naked, so no packaging at all.
And when they are packaged, they always have a face sticker.
So this is something I remember learning in my first induction day.
There's a sticker of the person who's made the product, when it was made and
when to use it up by, because all of our products are fresh as well.
And so that's something I always remember is just when you are in the shop,
all these products around you have been made so fresh and
you know exactly who's made it.
And it's just really special, so that's something that I always like to share on
the shop floor with my customers as well, and with staff that are starting.
>> And did you know the background of the brand before you joined it, or
would a typical person here know the background of the brand?
>> So not necessarily.
When I first started,I was a big, big fan of the brand in terms of I
used lots of the products, I loved shopping at Lush.
But I didn't really learn too much about the brand until I worked for Lush.
And although a lot of customers do get to know brand values and
things like that through their experiences on the shop floor, me personally,
I found that I learned that mostly working here.
And then I learned how to share that with our customers as well so
that they go home understanding the brand as well.
>> So what would be a brand value and a behavior that you share with your customer
that demonstrates that brand value?
>> So a brand value, for example, could be fresh and
handmade, which is something that encompasses the brand as a whole.
And then something to share that with a customer could be, when we're actually
making fresh handmade products, so when we do our parties or workshops, for example.
And you're physically seeing that product being made by a member of staff and
a group of customers.
Then, those customers are physically in front of their eyes seeing that product
be made fresh.
So that would be an example.
>> And this store is really to celebrate the experience around Lush.
It's on three different levels.
There are experience zones.
Could you tell us a little bit about what this store has brought to the brand,
because some of their stores are quite small and intimate.
>> Yeah,absolutely, so this store has brought so much to the brand.
And just in terms of the whole entire store is an experience.
So from the second you walk in,
you've got a huge sink that's almost the size of a bathtub.
So immediately that really enhances our customers' experience just by seeing that
visually in front of their eyes.
And then as you walk through, you've got all kinds of experiences.
Things like a hair lab, which is a live area where we can demonstrate hair
products onto our customers if they're interested.
Live henna as well, which is our natural hair dye.
And you've got, also a perfume gallery.
So down here on this floor, we have an immersive gallery.
We've even got a spa as well.
So we've just got lots of features that you can't always find in
other Lush stores.
And that's something that creates the ultimate Lush experience for customers,
and also staff as well.
So we get so many international people coming into this shop, and
it is a destination shop in itself.
>> And of course the experience starts before you walk in.
You can smell Lush.
>> Absolutely, yeah.
And being such a big presence on Oxford Street, as well,
which is the busiest shopping street in Europe, and everybody can see us.
So as soon as you walk past our shop, you know that it's Lush.
And it's a really big statement for the brand as a whole, as well.
>> And one thing I observed is, lots of products, we can see them here.
They're not packaged.
You can touch them and
you often demonstrate them on the customers themselves.
>> Yes. >> You might rub in a cream.
Is that something that comes natural?
And maybe in different parts of the world,
there might be different reactions from the customers to this.
>> Yeah, absolutely.
So, demonstrating our products is really, really important, just to make
sure that our customers go home fully understanding how that product works.
Especially as you said, seeing something that is naked with no packaging,
a lot of the time you wouldn't know how it's used unless it's demonstrated.
And so that is something for me within Lush that comes very naturally
because the products are there, they look so enticing.
They're all out, ready to be felt and ready to be massaged into the skin.
So a lot of time that will come naturally to get that straight on
the customer's skin.
And sometimes when we get customers coming from different cultures
it can occasionally be, at first it's something different to them, and
different to their culture.
But as soon as they feel relaxed in our company and often they're very,
very open to it and they love getting five start demonstrations of our products.
>> What kind of things do you celebrate?
What kind of behaviors do you celebrate?
And how do you celebrate them when you do?
>> Yeah. So within Lush and
the behaviors that we celebrate always are having a really,
really positive mind frame and a really positive kind of outlook on everything.
And so that's something we really celebrate with our staff.
It's just always coming to work, it actually says it in our job description,
is to come to work always feeling excited and happy about being here.
And I think that really does speak for itself, because you see the staff on
the shop floor and how happy they are and how much they do love their jobs.
And you can really, really see that, and it is genuine.
So that's definitely a kind of behavior we look for through recruitment and
then through training and everything as well.
And so definitely just being really open and positive, open to training and
learning from your team as well, is really important.
>> Very good, well thank you very much, Tanya.
>> Thank you very much.
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Nader TavassoliProfessor of Marketing
