interview
What does good guest experience mean to you?
Good guest experience to me means meeting each individual where they're at. Some customers want ALL the help they can get and some just want to be left alone. A good guest experience is when you don't feel pressured, but you feel supported and like you are able to ask questions and get guidance when needed. Also, to feel like the person servicing you truly cares.
Tell me about yourself.
Hi, I'm Sierra! Growing up I always had an active lifestyle and was constantly outside going on hikes, horseback riding, swimming, skiing, bike riding, etc. so naturally, I fell in love with fitness at a young age. This love turned into a passion, so going into college I decided to get my degree in Kinesiology with a minor in nutrition. I actually graduated in 2020 during the lockdown which gave me some time to think about it what I wanted to do post-college. During this time, I actually pursued a different path and got my notary certification and started my own business as a mobile notary. However, I knew I wanted to do something in the fitness/health industry that also involved helping people so, I decided to get my health coaching certification as well which allowed me to add health coaching to my business model! After a couple years of running this business, I was recruited by a title and escrow company for a sales position where I worked up until last week. A recurring theme in my life is definitely the pull back to the fitness industry which is why I am here today.
Tell me a time you received negative feedback, how did you react to it?
I actually love receiving feedback, either negative or positive, because it's a chance for you to grow. I actually just received negative feedback from a client in my previous job for not answering the phone in a timely manner. I processed their feedback and let them know I appreciate them telling me how they feel, and I became more aware of how important it is for me to answer the phone quickly and if I can't answer it, then to send a message immediately letting them know I'll call back.Overall, I reacted really well because I know that nobody is perfect and there is always room to improve.
What motivates you?
I am motivated by consistently becoming a better version of myself. I believe that every day you can become a little bit better and I believe that interacting with others and providing service is an excellent way to grow. I am motivated to become the best version of myself so that I can be that for my future kids.
What strengths or skills could you lean on knowing you will potentially interact with at least 100 strangers in day?
I am super excited for the opportunity to interact with 100 strangers a day! I have been told many times that I am easy to talk to and open up to easily. I am very empathetic and truly care about strangers which has always helped me to form genuine connections with customers. I would definitely lean on my active listening skills, empathy, and ability to adapt to different personalities.
What sets you apart from other candidates for this position?
I believe that what sets me apart from other candidates is my background as a business owner and my educational experience in both kinesiology and health coaching mixed with my extensive experience in customer service and sales. I believe that I have a well rounded package of everything you need to be a great Lululemon educator and my love for people, fitness, and helping others feel their best are cherries on top and I believe make me stand out from other candidates.
What do you know about Lululemon?
I know that Lululemon opened in 1998 in Canada and since then has developed over 650 stores. I also know that Lululemon's core values are personal responsibility, inclusion, connection, courage, and fun and that they have a focus on sustainability and minimizing environmental harm.
Describe a situation where you provided exceptional customer service. OR How would you define excellent customer service?
I provided exceptional customer service in my previous position by going above and beyond to help deliver documents across town. Working in title and escrow, there are some time sensitive documents that can be hard to get to where they need to be. I took it upon myself to volunteer to get the documents where they needed to going order to make my client look good to their customer. This did not go unnoticed and I was praised for it from them as well as from management and my team. Well to me, excellent customer service comes down to exceeding the customer's expectation and making sure that I am able to help them with whatever they came into the store for. Additionally, it is tailoring my service to suit their particular personality and needs of the different customers who walk in the store and getting to know them in a way and not just treating everyone the exact same.
Why do you want to work at Lululemon? (50/50 - why's the company appealing, why are you a great fit)
I want to work at Lululemon because I am a huge brand advocate! I love the products and I always feel confident when I'm wearing them! I also resonate with the brand's purpose of helping people feel their best, as a health coach, that's something that I am a huge proponent of. Additionally, I think I would be a great fit for the position because I have a warm personality, my background in customer service and sales, and I have immense passion for living a healthy, active life and want to work in an environment where I can share that with others
Tell me a time when you developed a trusting relationship with a coworker. What was the situation? What were some things you did to build that relationship?
In a previous job, I developed a trusting relationship with a coworker, Linda. We were teamed up to work on a project together and even though we had very different styles from interacting with customers to how we went about the technology needed, I made sure to keep open and honest communication and provided my support whenever I could. This made her feel like she could trust me and it made our relationship grow. We're still friends to this day!
Tell me about a time you worked with a challenging person.
In a previous job, I had a coworker who had a different approach to interacting with customers which led to conflicts. I initiated an open and respectful conversation with them to understand their perspective. We found common ground and established a more collaborative working relationship.
Tell me a time you made a mistake and it caused a lot of work for others.
In a previous job, I made a mistake by messing up a setting in the company CRM because I was going to fast and wasn't completely familiar with the program. This caused a lot of work for my manager to fix. I learned to slow down and to ask questions if I'm not 100% sure about something.
Imagine a goest has been wandering around for 30 minutes, not really making a decision on anything... what would you do to help them?
In this situation, I would try to educate them on some of the items we offer and explain how they can best be used, the fabric they're made of, and also ask questions about what they're looking for or if there is a specific activity they're looking to do in the clothes.
What's your favorite Lululemon product and why?
My favorite Lululemon product is the align leggings and shorts because of the quality, versatility, and butter soft material. Plus, they look SO good.
Share a time when you received some unexpected feedback.
Sure! In my previous position as a Sales Executive, I received some unexpected feedback from a coworker of mine regarding my follow-up process. Originally, I was taken aback because I thought I was doing everything right, but I remained calm, cool, and collected and asked her if she could give some examples. After she did that, I could see where she was coming from and it actually gave me some great ideas of ways I could tailor my process to be better. This taught me that although it's hard to receive feedback, especially unexpectedly, it really helps you grow and become better.
Tell us about a time where you didn't find something as fun or engaging as you thought it would be and how did you handle it.
There was a time in my previous position where I signed up to participate in a 3-day convention to help market the company. I was so excited for it, but as the hours went by, I found myself feeling like it was a waste of time. However, I am a big proponent of "it is what you make it" so, on the second day, I decided to flip a switch in my mind and I went into it with a different outlook. Instead of dwelling on it, I made it my goal to interact with more people and manifest that it was a great opportunity and I made it a good experience for myself.
How do you stay active and healthy in your own life?
To stay active and healthy I do Pilates, yoga, and weight training. I am also getting into taking more walks and trying to do more activities outdoors as well!
Tell me about a time at work or school where you had a difficult conversation with someone? What approach did you take with the conversation? What were the results?
When I was in college, I had a friend in one of my classes who asked to plan together to cheat on an exam by sharing answers. I knew in my gut that this went against my morals and I didn't want to do it, but I also didn't want to lose a friend. It was difficult, but I sat down with her and told her my feelings. I took a completely open and honest approach and in the end, it developed our friendship because she was able to reflect on her actions and decided it was best not to cheat.
How would you deal with an upset customer?
When dealing with an upset customer, the first thing I would do is listen to them and hear what they're upset about. Next, I would ensure them that I understand and I would go above and beyond to try to fix the issue, whatever that may look like. Ultimately, I would make them feel seen and heard and I would put myself in their shoes to empathize with how they're feeling.
What is a goal you had that you knew was difficult to accomplish but rewarding?
A big goal that I had was to run a marathon in support of suicide prevention in honor of my father who I lost to suicide. I am not a runner and knew that it would be both physically and emotionally taxing, but after crossing the finish line I felt an overwhelming sense of pride and that feeling is something I want to continue to feel and to help others to feel.
Tell us about a time where you noticed someone was left out, and what did you do about it?
During my freshman year of college, my best friend from high school and I shared a dorm room with another girl who we didn't know. At first, it was difficult to include her in on our activities and conversations just because she was a stranger to us. But, as the weeks went by I felt more and more guilty for leaving her out so I invited her to come to the gym with us. After that day, the 3 of us got closer and closer and developed a great friendship.
Imagine a customer walks in, how would you greet them?
First things first, I would make eye contact and put on a warm and welcoming smile. Then I would welcome them in and introduce myself. Depending on their response, I would ask them if they're looking for anything in particular or let them know I'm here if they have any questions. As they continue to shop, I would keep an eye on them so that they don't need to find someone to assist them when they need it.
Why did you leave your previous job?
You know, I was actually really happy where I was at. It was a great job and a great team to be around, but I simply wasn't passionate about it. I've actually wanted to work at Lululemon for a while because I'm a huge brand advocate, I love the products, and I want to surround myself with people who have a like-minded mindset about health and fitness so that I can continue to grow and develop with this passion of mine. So, I did decide to leave that position because I felt like I owe it to myself to pursue such a great opportunity that is in alignment with me.
What is the main difference between working as an Educator at Lululemon and being a sales associate in a typical retail store?
the main difference between working as an educator at Lululemon vs being a sales associate in a typical retail store is that lululemon educators are there to do just that. Educate their customers on the brand, the different fabrics and functions of all of the products as opposed to just forcing a sale. I love this because it gives the customer the opportunity to make an educated decision that is best for them as opposed to just buying what they think looks good.
