TL;DR for management (and anyone else who actually reads these):…read moreOn May 1st, I received the kind of customer service that sticks with you--the kind that's rare, not because it's flashy, but because it's competent, thoughtful, and consistent. I spent over a decade in client-facing sales, including quality assurance and training, and I've seen what "above and beyond" really looks like. Shalisha at the Royersford Kohl's Sephora absolutely nailed it. Her initiative, product knowledge, time management, and customer-first approach stood out immediately--not just in how she helped me, but in how she handled the entire store. This is the kind of employee you want leading teams and training others.
I came in the store looking for foundation that works well for my skin--this has been an ongoing and frustrating search. Shalisha gave a warm and enthusiastic greeting--and though I took up more of her time than I intended, she gave her all to this interaction and maintained that high level of supportive enthusiasm throughout my visit.
Shalisha listened, asked the right questions, and walked me through several options that actually made sense for my skin. And not just what was on the shelf--she also referenced products carried in full-size Sephora locations, not available at this one. That's the kind of product familiarity you don't get from a one-time training session. It comes from effort, and choosing to learn about everything, not just what she personally uses.
She's young and has flawless skin, which made it all the more impressive how well she understood what works (and what doesn't) on skin that's aging, textured, or harder to match. That tells me she's not just learning to serve people like herself--she's learning to serve everyone. That doesn't happen by accident. That's what it looks like when someone takes real pride in their work and uses their downtime to learn, not just wait out their shift.
And her customer handling? Spot-on. While she was helping me, other customers came in. I noticed right away that she didn't panic, didn't ignore anyone, and didn't try to rush me to get to the next person. She looked up, acknowledged the new customer (just enough to let them know they'd be helped), then smoothly gave me a bit of space to explore the products she'd recommended while she addressed the next person. Nobody felt ignored. Nobody stood awkwardly waiting. That's real time management, and it's hard to teach.
Also worth mentioning: I asked if she worked on commission--because the kind of effort she put in would make sense if she did. But no. No commission. No incentive other than doing the job well. That's rare. Most people don't go this far even when they are getting a bonus. So to see it from someone in a non-commissioned retail role? That's next-level.
For context: My career was in customer service-oriented sales, including quality assurance and training. Having been trained by a Fortune 50 company known for winning the J.D. Power award for customer experience year after year, I have a solid understanding of what good client service should look like. I've also reviewed thousands of customer interactions from the coaching side. So I don't throw around compliments lightly, and I don't say someone's exceptional unless I really mean it.
I'm also not the type of person who shops in person unless I absolutely have to. I order groceries, glasses, medication--everything--online. But the quality of service at this location, especially from Shalisha, is making me rethink that. When someone makes the experience this smooth and genuinely helpful, it's worth making the trip.
If you're in management--especially district or regional--please take note. Shalisha isn't just a good hire. She's a high-return investment. She knows how to handle clients, how to adapt to different needs, and how to keep things moving without sacrificing quality. She's the kind of person you build a team around, and if there's any discussion happening around leadership or advancement, her name should be on that list.
Sincerely,
Sam T.
May 2025
