Coach doesn’t want to encourage your business

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#31
Hi Liz I know this was hurtful but I would not take it as "official Coach strategy". I think SAs have a "script" to follow when customers ask about these things. And she could have been inexperienced, or simply put her foot in her mouth. At least I hope that is the case rather than her words being the truth
 
#32
pursefan2013 said:
As an employee of Coach why should she hide the Coach's asinine approach to customers? She is after all just a sales girl at Coach.

As a human being she should have had more tact, compassion, understanding not to say what the company she works for actually thinks.....because it might ruin someone's day, because saying the truth is not always the kind thing to do.
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?? Your point?
 
#33
Dear Lord, who does this SA THINK SHE IS?! I'm sorry you had this experience. I would have told her that while she ate her lunch on her break in the food court of the mall, she should think about a better way to sell products to people who can actually afford their sh-t.
 
#34
That SA is full of crap. If you buy something from full price you tend to get a PCE card. Also, are you on Facebook? If you "like" Coach they offer 25% off to fb fans every couple of months. I used that in December to order the Stewardess bag online. Since then I have received two PCE's cards in the mail for full price stores. I hadn't received one in a long time because I haven't purchased from full price in a long time.
I initially got PCE years ago when I bought a ponytail scarf at the boutique. I then used my pce cards and continued to receive them until I stopped using them. I asked for one in summer of 2011 to try and get the Chelsea Jayden carryall. The SA took my name/number and said she would "see what she could do" which turned out to be nothing.
The Prada reference makes little sense to me. Prada is much more expensive than Coach. As far as the fashion forward comment I know when I was the age to be "fashion forward" my funds were "fashion backwards"
Don't let her bother you! The borough bag is gorgeous. I would see if you can score a pce for next week or wait for the facebook one.
 
#36
I don't think the SA was right either. I've been getting every PCE for about 3 years and I'm in my 50s. Even if you don't get a mailed PCE, you can get the facebook PCE. Sure, they would like to hook young people and make themselves the go-to brand for life, but I think it is very short sighted to alienate the consumers who actually buy your bags now.
 
#38
[FONT=&quot]Thanks all, I did get the last Facebook PCE, but that wasn’t good on the Borough, and at the time I didn’t want anything else. I’ll hold off and see if I get another, but at this point there’s nothing I have to have.[/FONT]
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[FONT=&quot]Unfortunately I think what she said IS true. Coach doesn’t want the loyal customers it already has. They’ve proven this by their actions on the FOS (Factory online sale) and he contact ricing and PCE games.[/FONT]
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[FONT=&quot]Their bottom line is that they are destroying the value of their brand. As Dr. Phil would say, “How’s that workin' for you?"[/FONT]
 
#39
CoachCruiser said:
Dear Lord, who does this SA THINK SHE IS?! I'm sorry you had this experience. I would have told her that while she ate her lunch on her break in the food court of the mall, she should think about a better way to sell products to people who can actually afford their sh-t.
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This is awesome. You're awesome! Hahahah "ate her lunch in the food court" hahahahah
 
#41
lizmil said:
[FONT=&quot]A bit of a long story, but I want to show the setting, please bear with me)[/FONT]

[FONT=&quot]I went to pick up my daughter at her school and had a rare opportunity to visit a FP store this one at the mall in Grandville,MI. I planned to visit Macy’s, I didn’t even know there was a FP there. I really wanted to see the Borough bag in person. [/FONT]

[FONT=&quot]Of course we took the opportunity to look at other items we liked. I was carrying my FP Madison shoulder bag. Dd also had a small FP Coach. As the SA showed me items, I mentioned that I had this or that (several Phoebes, etc…)[/FONT]

[FONT=&quot] DD found a mini skinny she liked, but I thought $38.00 for a coated canvas mini skinny was more than I wanted to pay, especially since I know there was JUST a PCE that expired. I mentioned the PCE, and the SA said there’s one coming out the 7th. I said it won’t matter because I never get them anyway, so she pulled me up on the computer and verified my information.[/FONT]

[FONT=&quot]I then mentioned that I never get PCE. But I seldom buy FP because I don’t live near one. I said that if they sent me PCEs I might chance mail ordering more. I also said I wished they made plus size clothing because I’d love to buy those items (and would).[/FONT]

[FONT=&quot]Then the amazing comment: Coach PCE and other decisions come from corporate (yep, knew that). You don’t get PCE because Coach corporate is trying to move in the direction of the young, hip, fashion forward customer who carries Prada. They want to encourage their business. [/FONT]

[FONT=&quot]I said well, I guess they are pushing away their loyal customers. (That means not the 50+ fat lady who is not fashion forward.)[/FONT]
[FONT=&quot]Oh that’s surely not the intent, she replied. EXCUSE ME you just said in almost so many words, “They don’t want to encourage your business.” Sounds pretty clear to me.[/FONT]

[FONT=&quot]Needless to say we left without the mini skinny and without the Borough. It will be a long day before I am back. [/FONT]

[FONT=&quot]signed not FF lady who doesn't carry Prada. And I'm pretty sure I will NEVER get PCE. [/FONT]

[FONT=&quot]added: I hope that FF Prada lady spends a lot at Coach![/FONT]
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WOW... So Sorry this happened to you... ! Spend your $$ other places that WELCOME it..!
I guess that's why I don't get any PCE's either anymore I thought it was because I was made out to be an unethical person because I asked for a price adjustment on a bag but maybe it's because I am 50+ and plumper then they like also... well your post just made me decide I REALLY am DONE with Coach... I see my Coach count going WAY down and more LV's in my future....!!
 
#43
I think LovingMyBags has it right. None of the people I know who carry Prada would deign to carry Coach, anyway. Coach has really turned me off this year, which is sad for me. I'm sure kate spade and Brahmin and Dooney don't mind the extra business, though!
 
#44
Luv2Shop1 said:
Yikes! That is terrible! That SA obviously lacks common sense or she wouldn't have said those things.
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I agree with this, above and beyond that, she has NO couth ( does that 'word show my age?)! I don't understand how Coach even knows the age of the person they are sending a PCE, or where they typically spend their money. I realize that they probably are targeting the people that spend in those stores, but how would they know that those are the people getting the PCEs? Pure crap!
 
#45
purrfectcat said:
No customer should ever hear that from a SA, regardless if you are in a LV store, Coach store or even at a "low" end store like Wal-Mart. Good for you for walking out. Talk about a turnoff. The thing I find most ridiculous about this whole thing is how there is such a vast variety of handbag styles out there to cater to women and men of all ages, sizes, races, whatever!! I would have never been able to afford a Coach bag in my 20's anyway. Isn't that the case for most people?
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This!
But maybe that's why they'd give a "young, hip" shopper a PCE - to reduce the prices closer to their affordability zone and to build shopper loyalty with the brand so that as they get older, Coach can snatch the PCEs away and make 'em pay full price! :D

OP, it sounds like this SA's communication skills were lacking. IMO, the incendiary thing the SA did was to speak (as if from authority) about why YOU don't get PCEs any more. If the decision comes from Corporate, unless she's in the marketing department and knows 100% for sure why you personally don't get PCEs, then her comments should have been framed as general marketing strategic direction and not as the definitive answer for your lack of PCEs.

She could've made the same statement about Coach wanting to attract the young, hip, etc shopper and encouraging their business without implying that Coach wants to discourage your business at the same time. The two don't have to be mutually exclusive, if Coach chooses for them not to be. There's room on the income statement for profitable sales from a variety of demographics.

I'm well over 30 and I still get PCEs, probably because I'm an outlet shopper and I think Coach wants to convert me to a full-price shopper. If I increase my FP purchases, Coach marketing might realize their strategy worked and *boom* my PCEs would probably disappear too. I think PCE is one tool they employ to get targeted customers hooked on FP, no matter their age.

And if anyone wonders how Coach or any company could possibly know your age, read this article from 2012: http://www.forbes.com/sites/kashmir...teen-girl-was-pregnant-before-her-father-did/
Companies gather a TON of data on spending and shopping behavior, for "marketing purposes".
 
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