It's been nearly a month since my rather exceptional experiences at this Ulta location at Baltimore…read morePike in Bel Air. I don't know how commonly a customer will mentally hold on to the intention of recognizing such remarkable service several weeks on, but now that I have a quiet minute, I'm here to do so. That's how much their care meant to me.
I live in New England, but I unexpectedly found myself in Bel Air, caring for my father in the final weeks of his life. Because my trip down was completely unplanned, I had only taken about ten minutes to gather some clothes and toiletries to throw into my car before making the drive to my parents' house. The circumstances of his condition had started to deteriorate rapidly.
Though I would not trade that last stretch of time with my father for anything, I was heartbroken and exhausted by the time he died. As his funeral approached, I realized that I would have to get a few things to make myself presentable, to honor him.
The last thing I expected from visiting a store in a strip mall was the degree and quality of love and empathy and comfort I found from the women working at this Ulta. My interactions did not end up monopolizing time away from other customers, but the stars must have been aligned to put the right people on the clock when I was there. I did purchase a few necessary products, but even more meaningful were the moments of humanity which happened while these women helped me figure out what I needed.
Brittany was the first employee I met as a shambled mess of I-don't-even-know-what-I'm-looking-for. I am certain that providing customers with hugs is not part of the corporate training, but she carried her heart from her other job (as a social worker) and recognized that something was wrong. Her hug when I started to fall apart was everything at that moment. I had shown up right before closing time, so I had to return the next day to address my purchases.
Stephanie was who helped me find what I needed the following day, but she did it while providing authentic love and support. She was empathetic, but also very uplifting as we went around the store. Stephanie, too, was a delight.
When I was trying to think of what else I might need, Mandy was right there when I asked about brow care. Because of my family responsibilities, I had limited availability. Mandy worked in an appointment slot that matched my schedule. We also spoke of other services which could help me feel less frazzled, but the brow appointment ended up being the only slot I could swing. Nevertheless, I really appreciated how willing she was to make other things work for me.
Bri was who dyed and shaped my brows. I've had brow care from some pretty high-end salons in Boston, and Bri was just as adept and accomplished as anything I'd experienced in those places. It seems like a small thing at a time of grieving, but it helped to feel so much more pulled together than how I had started out.
I realize that this might sound corny or contrived to someone who was not there, but please know that my recognition of the care they gave is genuine. I'm not usually given to seeking emotional support in retail stores, much less remarkably good emotional support, but somehow, this is what I received.
During that last week, as I was preparing to return home, I stopped by the store to thank these women for their love and humanity. I didn't catch them all, so I hope that this reaches them: My friends, please know that your collective care was much greater than the sum of its parts. Thank you for seeing me in a way I couldn't even verbalize that I needed. You will always be associated with the beauty that was found in a time of crushing grief.
And thank you, Ulta, for hiring such people of quality and heart.
