Customer Care for Inventory Management
September 29, 2020
Last week, Headquarters posted this article on HQ that recapped what an amazing year Maskcara has had so far as well as an update on the anticipation of potential out-of-stock inventory moving into the fourth quarter of 2020. We’d like to address some of the responses to this communication in order to help Artists move forward with confidence!
Our purpose in sharing this information was not to spread panic, but to keep you informed so that you could be better prepared to assist your customers with product purchases over the next few months. Our mission at Maskcara Beauty is to help women look and feel beautiful, utilizing courage, creativity, and optimism. Everything we do to promote and sell our products should reflect this mission. With that in mind, here are some guidelines to consider:
- We know that as Artists you are wanting to take good care of your customers and be proactive in assisting them with products they may need in the upcoming future. However, posting generalized statements about potential out-of-stock inventory and incentivizing customers to BUY NOW! or stock up on products employs fear as a sales tactic and creates unnecessary pressure to purchase immediately. This goes against our mission and violates our Policies and Procedures that state, “Artists must not engage in any illegal, fraudulent, deceptive, or manipulative conduct in the course of their business or their personal lives that, in the Company’s sole discretion, could damage the Company’s reputation or the culture that exists within the field sales force.” Creating panic is a tactic that we consider manipulative and it will not be tolerated.
- We strive to ensure fairness across the entire Artist team, which means those who have been entrusted with confidential information have a responsibility to refrain from utilizing that knowledge to obtain an advantage in sales. The company reserves the right to use their discretion in taking disciplinary action if they feel this trust is being violated for personal gain and is creating an unfair advantage.
- Using the potential out-of-stock inventory and fear tactics to push sales in order to “qualify for rank advancement or maintenance, incentives, prizes, commissions or bonuses” is considered incentivizing and is strictly prohibited, as well as inventory loading as an Artist. As a reminder, all product purchases must be driven by “bona fide product purchases by end user consumers for actual use.” These policies also apply to achieving sales and rank in order to qualify for events.
We do not anticipate that the OOS situation in October will be as severe as it was this summer and we have the intent to keep the most popular colors well stocked. However, these stock estimates are based on typical sales and could be negatively impacted by the use of pressure tactics and unnecessary stockpiling. As Artists, you can help to keep inventory levels steady by avoiding this negative sales approach.
For further guidance, please reference these specific examples of what is allowed and not allowed when helping your customers navigate any potential out-stock or low-stock inventory.
NOT ALLOWED Stock up on your highlight and contour shades if they are in stock. DON’T WAIT!
ALLOWED I will keep you updated on when out-of-stock products become available. If you are wanting to order and your color is out-of-stock, please reach out to me for a recommendation on a similar shade that could work for you.
NOT ALLOWED If you have items hanging out in your cart, please DO NOT WAIT to finish your checkout process!!!
ALLOWED If there is a "low-stock" sticker on products in your cart I encourage you to finish your checkout process in a timely manner. If a product in your cart sells out before you purchase it, I’d be happy to notify you when it comes back in stock or recommend another shade!
NOT ALLOWED So many exciting things are happening with Maskcara in the next couple months. This means there will be products out-of-stock in October so if you have things on your wishlist I encourage you to get them NOW.
ALLOWED So many exciting things are happening with Maskcara in the next couple months and I can’t wait to share them with you!
If an Artist is found to be making manipulative claims, incentivizing purchases, or inventory loading, the Maskcara Compliance Team will be taking disciplinary action which may include suspension of the Artist’s account.
Thank you for your support as we move into an exciting fourth quarter! The Maskcara Team