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we believe in making effective products
from fresh organic print vegetables the
finest essential oils and safe selecting
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I think really is about making the
freshest products possible because these
materials are really lovely materials
and choose them fresh is the only way it
really does than just this I think so
for the customer they're getting a fresh
handmade products they're getting
something that isn't full of
preservatives and processed within an
inch of its life it is natural produce I
just think it's a really nice thing to
handle a nice thing to use and it feels
good if you put that on your skin if
you're using that in your hair it
actually does feel good so here we are
at the the fresh fruit fridge this is
our walk-in fridge we used in the
factory all the fruit that we have in
here we get delivered every single day
depending on what products were making
so we've got things in here like
blueberries Kiwis giant asparagus
pineapples here so maybe we've got an
isle of juicy going on today some fennel
apples probably from an orchard near you
it's just a massive bag of yogurt so
when the freak comes in every day we
also have someone that looks at the
quality of the fruit make sure that it's
fresh as it should be and the right
quality to point out products we want to
use a lot of essential oils we want to
be in control of that we want to make
sure that we're using good quality
ingredients we also like to make sure
that we can actually visit where the
material has come from make sure of the
environmental impact and also what are
the conditions of the people collecting
the material you know earning their
living by doing that we are genuinely
interested in what we're buying we're
genuinely interested in using really
good quality materials which are
produced in in a good way ethically
sourcing an ingredient is quite varied
it's got a varied spectrum really
because each ingredient you buy has
something has some impact on the
environment and some impacts on people
you do want to make fun beautiful
products but we also want to make sure
that in doing that we're not bit having
a negative impact on anybody out there
and that's what we put our efforts into
it's not you know it's not an easy task
it's not it's not always easy to be as
ethical as as as you can be but we just
certainly believe that
you know it's well worth the effort it's
just passion for the materials and sort
of passing that passion on as much as
possible I think we believe in buying
ingredients only from companies that do
not conduct or Commission tests on
animals and testing our products on
human
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here at lush we've got a very strict
policy against animal testing and it's
something that's really at the core of
the business we will not buy any
ingredient from any supplier that tests
anything that they produce on any
animals for any reason and no one else
really has such a strict policy against
animal testing we don't want to be
putting our money or our customers money
into the hands of any company that's got
anything to do with animal testing
whatsoever we also look at this on a
bigger scale we look at this in terms of
legislation for example so we've
actively campaigned against animal
experimentation things like actually
dump a load of manure outside the
European Parliament so we're actually a
campaigning company we take the rent
action so the key thing with lush and
the ethics at lush is that they go way
beyond marketing you've got aid this
with these people would just use them
because they all want to they want to
walk that's why they're here there are a
lot of issues that we've tackled that on
the surface don't really seem to have a
great deal to do with selling cosmetics
but there's still things that we as
individuals are passionate about so
we've campaigned for example against
detention without trial and against
torture our wildly successful naked
campaign to eliminate unnecessary
packaging where they get close we want
everybody to know about luscious naked
products they're really really good for
the environment and
no packaging can't get any better leave
that I don't think there are any other
companies out there that are taking that
kind of action who are working both on
their own internal policy working with
their suppliers working with legislators
engaging with the public through install
campaigns you know these are ethics at
work really this is not just paying
lip-service this is actually getting our
hand started getting stuck in there and
actually making a real positive and
lasting difference we invent our own
products and fragrances we make them
fresh by hands using little or no
preservatives and packaging using only
vegetarian ingredients and tell you when
they were made
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at lush we invent all our own products
and all our own fragrances and I think
we're more or less unique in that the
founders of the company still do this
we definitely have a list which is kind
of always ongoing of making liquids into
solids and therefore reducing packaging
we don't use excessive packaging when we
certainly these cleansers the shops
they're literally rolled as they are now
and then we'll just make sure that
they're completely contained they're
packed in boxes are sent to the shops
and then they're displayed naked as they
are and it's only when the customer
comes to buy them that that will then
package them all for them to take home
so if we can make fresh products so if
we can make shampoo if we can make
massage oils into bars then it's great
because it means that we're not filling
up month or even necessary packaging
part of the uniqueness of the lush
product is the lush manufacturing
process it's still in my kitchens even
at this size you know we do have vessels
they're not so big that you would think
well someone can actually handle that
it's not automated
if you were to say to anybody you know
well we make in excess of 10 billion
ballistics around the world and we have
a variety of employees just you know
doing this all day they think oh yeah
but that's the truth of it so that's a
hard act to follow we actually look at
the product right from the start finish
and every aspect of it is taken into
consideration
there is nothing in there that would
ever take us by surprise that we
wouldn't know about so we couldn't
monitor absolutely everything that that
product is going to do for you we
believe in happy people making happy day
putting our faces and our products and
making our moms pros
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so one of the other things we do this
unique to Lush is we have badge coat
stickers made of all of the compounds
that make the products so this is Monica
and her batch code sticker so when you
get these lush products these really are
made by the people that you see on the
labels each batch is made by the person
that it says and these are real people
and as you can see here people you know
a lot of lush managers really have that
big personality and you know the shop
floor is a bit of a theatre so there's a
lot of characters out there I'm sure
there's more to be found so
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it's a big adrenaline buzz isn't it the
managers meetings getting it all
prepared and then just you know seeing
people laughing hysterically in your
coming they contain
Tumkur that's good isn't it the products
and that come out and then Hannah's mind
just goes into overdrive as hey know
what I could we present that so when
it's shower products there was fairly
obvious idea of actually having some
people in the shower and in what I like
to call fakie nakey mode so then we had
to make fakie nakey costumes basically
I'm sort of willing to do pretty much
anything that sumo Santa as ready for
everything so you know whatever kind of
personality you are really that's fine
there's an area for you you know whether
it's being half naked in your shower or
whether it's loving your management
accounts
fantastic you believe in long candlelit
baths sharing showers massage and
filling the world with perfume
people are passionate about our products
you know we used to think we were the
most passionate but once you have direct
contact with our customers you know that
there is passionate as we are even in
those early days we found that we had
people writing us letters about using
the products saying you know that when
they smell a shower gel of ours it
reminds them of that sort of period
where they were at home with a new baby
than those little moments are suddenly
tied into that product and thereby tied
in to us and and it has made for this
fantastic relationship the product I
love most is the relatively new spot
treatment grease lightening just one
look at the ingredients you can be
pretty sure here in for a great item
there is this a merry band of people not
just on our forum but big customers in
our shops that come to us year after
year and rely on the products and they
are often our biggest fans but they're
also our sternness critics so if we do
something wrong we know really quickly
they know about us as well you know
that's the crazy thing now they know
what's going on in our lives you know
they know that mark has got
grandchildren he announces that online
when they when the kids were born you
know he he pops on to tell the customers
you know within within an hour of
knowing he's got a new grandchild you
know those kind of things it's a very
personal relationship you know we do
thank all of the stars that we've found
people as crazy as we are
oh I'm here to tell you that the
wonderful Lucky's big blue powerful you
know we love products we love
ingredients we love barfing you know we
love you know putting a face pack on and
having a pamper evening and hey there's
a lot of other people out there that
love it too and to be able to hook up
with them and supply their needs is
really good and it you know we thank our
lucky stars for every day we believe
that our products are good value and
that we should make a profit we believe
in the right to make mistakes lose
everything
and start again cool in doors it is the
home of one of Britain's brightest mail
order companies cosmetics to go the
first thing about we believe in the
right to lose everything to start again
obviously came when the when the actual
statement was written because we'd only
just lost everything mark and I but so I
was working as a beauty therapist he was
working as a psychologist and at the
same time his wife mo was working in the
law courts but mark and Noth had
actually got a contract with the body
shop to be making some hair products and
they were making those at home in their
back bedroom so there was the this seed
of that manufacturing business and we
built up our business and supplying the
body shop primarily and we developed a
lot of their products which we kept the
ownership of and then we we supplied
them
we always had lots of creative ideas for
products so we wanted somewhere to put
those ideas so we had cosmetics to go
which was a mail-order catalogue which
was really all of our ideas that the
body shop hadn't taken all pushed out in
a really crazy magazine last stop on the
tour of the factory is the so problem
where the funsters of cosmetics to go
produce some of the craziest products in
the catalog like the ever pop
bath bond here's one to put a bit of
fizz into the honeymoon so when when we
basically moved on from the body shop to
cosmetics to go what we should have done
actually was to look at the entire
business nothing was quite appropriate
to sum it up it was unbelievably
successful and every time we sent an
order out we lost a pound if you put
those two statements together you can
see it doesn't take you long to - it's
the classic joke you know if you want to
make a small fortune we start with a
large one and we've got some innings to
go so we lost money on every transaction
and we did millions of transactions so
we went bust and lost without that
without having gone through that which
was really painful and very letters into
some quite difficult times you need
something like that
so that you can reassess where you are
and what your true sort of skills are so
that kind of led us into making the
products that we now have for large and
a lot of the basic principles yeah it
was it was actually was a very healthy
thing to do because one of the biggest
problems of business is parents and
we're all prone to it especially people
that are competent enough to start
businesses so having a good dose of that
taking out you probably is part of the
reason for luscious success so when it
comes to
lashline if and we say the right to make
mistakes and start again that's exactly
what we're talking about the fact that
we had grown a business and been very
successful and I have to say on a
personal level I felt very successful
then and these days I just hold myself
slightly in reserve because you just
never know do you
you're only as good as your last song we
believe the customer is always right
we believe that the customer's always
right
we believe how the customer is always
right Thanks you can have a great shop
you can have a great location if you
haven't got the right people helping
your customers then you know none of
that works
I think we're here to sell a restored
Humera to restore customer space
we make a lot of effort to get that but
all the way through the company so that
the customers can have fun with our
products or take home good quality stuff
when we do get things wrong we really
get told off and that you know you can
sit on lick your wounds for a little
while but ultimately the customer is
right from a campaigns perspective
sometimes we're actually pushing that
idea that the customer is right and
actually challenging them to question
what they think about the world that our
place in it we are always looking to
make the right products for them we want
to do it in an ethical way we want to do
it with quality ingredients
I think we're creating products that's
special and unique and it's nice to be a
part of that there l our ultimate boss
so at that point they are always right
and I probably like to think sometimes
the customers wrong but every time I try
and get away with that I find the
customer was right there's quite a lot
of the customers on the customer for
actually have got me Mike waves on the
bottom of their thing and one of them
has got every time I try to ignore you
and pretend you're not right I find you
are right if they don't want to buy a
product then we have to discontinue they
were right it didn't sell they haven't
bought it so we have to make something
else but that's what keeps us being
innovative and moving for the whole time
you know that kind of completes they
hope the whole cycle of of a lost
product always been deliver and then
that the cost of marketing and it's
happy with it making a customer happy
you
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