How Commission Works at Hermes NYC Madison

[kozee]

Hermes charges quite a premium for their items, and excellent service should come standard with that premium. The corporate rules would seek to deny that service to customers like me, who can only boutique shop via phone. Other brands like Chanel and LV don't make things so difficult for their customers, I have yet to be told by other brands that Corporate won't allow phone orders of certain items.
I love H, but I am becoming disenchanted with their corporate policies.
Spending money should not be this difficult!

I guess H does this because they CAN. Other brands would surely be wary of losing business if they put such obstacles to buying. But H hasn't suffered for it. In fact I think the lack of availability makes these certain items more desirable. (sounds familiar! )

 

[taylorrd]

I see. But if its based on all the SAs' teamwork on meeting store sales goal, then why do we have to build up relationship and buy from one SA in particular to get Bs or Ks? Would my SA track all my purchases from different departments to see if I'm eligible for a Birkin?

My SA works on the scarf/slg/jewelry floor, do I still need to buy as much as I can in her department to build a relationship then? Or should I just buy whatever I like to build up purchase history, which means I would be giving sales to different SAs in different departments?

I think each store is a little bit different. My store in Calgary does work as a team. I have a SA that I mostly work with but if she is out, I will work with someone else. Usually they credit my purchases to her, so I am assuming the team does this for each other. As far as getting a Birkin or Kelly, I believe it varies by store. My SA told me they reserve the coveted items for local customers. For me to become a local customer, all it took was purchasing my Jypsiere 34 cm and then I was offered a Birkin. I have never been pressured to buy anything I don't want but I do love the brand and have purchased more than just bags. Buy what you like, build your purchase history, show your store you enjoy all the aspects of the brand and you should be offered a Birkin or Kelly.

 

[ap.]

Since Hermes employes a commission and/ or bonus structure, why do they have such draconian rules on phone orders (no leather, for example?)
This does not seem fair to the boutique staff, nor to the client. I do not live near a boutique, and have asked why certain items cannot be ordered via phone, even though they pop up from time to time on the website. My understanding is that corporate would prefer for customers without a local boutique to shop on the website, but I prefer the personal touch of shopping with a boutique. One cannot build a relationship with a website, it is a very impersonal way to shop. I prefer to work with a real person at a boutique and develop a mutually beneficial relationship, where I can purchase items I want and the SA gets credit for the sale.

Hermes charges quite a premium for their items, and excellent service should come standard with that premium. The corporate rules would seek to deny that service to customers like me, who can only boutique shop via phone. Other brands like Chanel and LV don't make things so difficult for their customers, I have yet to be told by other brands that Corporate won't allow phone orders of certain items.
I love H, but I am becoming disenchanted with their corporate policies.
Spending money should not be this difficult!

The phone policy is definitely geared to benefit the local customers. At the Madison Avenue store in particular, many bags were being sent off to remote clients and I often saw SAs be on the phone the entire time I was there - they weren't available to the clients present in the store (thank god not my SA).

If you were frustrated by not being able to get any merchandise when all you're doing is picking up the phone, imagine how you'd feel when you actually make the effort to go to the store and couldn't get service.

When the phone policy was implemented, it was a noticeable change: more available associates and with Wall St, a lot less ringing of phones; it was much quieter.

 

[gourmet]

I have a great SA in madison store in the silks/leather department. Does anyone know whether she can also go to the RTW/housewares department with me as well? I really would like to build a good sales history with the madison store, but not sure how I can do this if I end up having different SAs in different departments.. anyone with experience at madison please advise thanks so much

 

[perlerare]

I have a great SA in madison store in the silks/leather department. Does anyone know whether she can also go to the RTW/housewares department with me as well? I really would like to build a good sales history with the madison store, but not sure how I can do this if I end up having different SAs in different departments.. anyone with experience at madison please advise thanks so much

I was told that any SA can serve any client in any dpt.
There is one dpt manager SA for every dpt, but that means they are in charge of inventory, merchandising, keeping clean etc... NOT SELLING.

 

[carlinha]

I have a great SA in madison store in the silks/leather department. Does anyone know whether she can also go to the RTW/housewares department with me as well? I really would like to build a good sales history with the madison store, but not sure how I can do this if I end up having different SAs in different departments.. anyone with experience at madison please advise thanks so much

from my understanding, the SAs on the ground level (leather) and 1st level (silks, enamels) are interchangeable now and spend certain days on those 2 floors. however, they are not interchangeable with 2nd floor (RTW and fine jewelry) and 3rd floor (home goods) and cannot sell you items on those top 2 floors. my SA has always just taken me to the 2nd and 3rd floors when i want something from there and has introduced me to SAs there who can help me, but she never rings up the sales herself.

 

[gourmet]

Thanks a lot for the comments! So if one day I hope to get an opportunity to order a SO from madison (I am already a regular customer in the leather/silks department), do you think I also need to start establishing a relationship with SAs on other floors? a bit confused about this whole SO process (I doubt that just buying silks/leather goods is enough to get me a SO?) and how the relationship building works at madison

 

[carlinha]

Thanks a lot for the comments! So if one day I hope to get an opportunity to order a SO from madison (I am already a regular customer in the leather/silks department), do you think I also need to start establishing a relationship with SAs on other floors? a bit confused about this whole SO process (I doubt that just buying silks/leather goods is enough to get me a SO?) and how the relationship building works at madison

hmm i am not sure, i think the overall store keeps track of your purchases (not just your purchases from your one SA), so they probably take into account if you purchase from all departments, not just with your main SA. this will probably increase your chance to be offered an SO! but it can't hurt to ask your main SA about the possibility of an SO, the worst s/he can do is say no! my best friend was offered an SO at madison and she has really only bought from the ground and 1st floor, so it's definitely possible! i think it is up to the discretion of your SA and her manager. good luck!!!

 

[gourmet]

This is super helpful Thanks for the tips. I'll probably start probing my regular SA sometime next year

 

[scholastican]

Since Hermes employes a commission and/ or bonus structure, why do they have such draconian rules on phone orders (no leather, for example?)
This does not seem fair to the boutique staff, nor to the client. I do not live near a boutique, and have asked why certain items cannot be ordered via phone, even though they pop up from time to time on the website. My understanding is that corporate would prefer for customers without a local boutique to shop on the website, but I prefer the personal touch of shopping with a boutique. One cannot build a relationship with a website, it is a very impersonal way to shop. I prefer to work with a real person at a boutique and develop a mutually beneficial relationship, where I can purchase items I want and the SA gets credit for the sale.

Hermes charges quite a premium for their items, and excellent service should come standard with that premium. The corporate rules would seek to deny that service to customers like me, who can only boutique shop via phone. Other brands like Chanel and LV don't make things so difficult for their customers, I have yet to be told by other brands that Corporate won't allow phone orders of certain items.
I love H, but I am becoming disenchanted with their corporate policies.
Spending money should not be this difficult!

Just wanted to comment on other luxury houses' phone order policy. For the past couple of years, Chanel has ammemded their charge/send policy. Chanel timelss classic ligne cannot be transferred or charge/sent. Company requires for client to be present in boutique to purchase an item from their timelss classic ligne, and if paying with credit card, client's name must be reflected on it. Timeless classic items are not to be placed on reserve or hold, not even for a charge/hold transaction.

Of course, this is all policy and I have no knowledge save for personal experience if boutique management makes exceptions based on individual circumstance. I had long actively hunted for a timeless classic black caviar jumbo flap, and my SA and I were unsuccessful at finding one until one day, he returned my call to say one is available. Knowing the new policy in effect, I asked anyway if he could at least please ensure after I make the hour or so long drive to his boutique that the bag will still be there and available for me to purchase. Initially, the answer was a no, but he consulted with his manager. They asked for my payment info(whether to square away details in their and my file, or to secure the item, either way I was happy to comply to ensure my drive won't be wasted), and asked me to come by immediately. I arrived at the boutique a couple of hours later, was rung up for the bag, the end.

Apologies for the saga of a post, I just hope this clarifies the point amd others find the info helpful.

 

[Monceau]

Just wanted to comment on other luxury houses' phone order policy. For the past couple of years, Chanel has ammemded their charge/send policy. Chanel timelss classic ligne cannot be transferred or charge/sent. Company requires for client to be present in boutique to purchase an item from their timelss classic ligne, and if paying with credit card, client's name must be reflected on it. Timeless classic items are not to be placed on reserve or hold, not even for a charge/hold transaction.

Of course, this is all policy and I have no knowledge save for personal experience if boutique management makes exceptions based on individual circumstance. I had long actively hunted for a timeless classic black caviar jumbo flap, and my SA and I were unsuccessful at finding one until one day, he returned my call to say one is available. Knowing the new policy in effect, I asked anyway if he could at least please ensure after I make the hour or so long drive to his boutique that the bag will still be there and available for me to purchase. Initially, the answer was a no, but he consulted with his manager. They asked for my payment info(whether to square away details in their and my file, or to secure the item, either way I was happy to comply to ensure my drive won't be wasted), and asked me to come by immediately. I arrived at the boutique a couple of hours later, was rung up for the bag, the end.

Apologies for the saga of a post, I just hope this clarifies the point amd others find the info helpful.

Is this a new Chanel policy?
I was at Chanel Chicago last month, looking for a black Caviar Jumbo/ GHW. They had Caviar/SHW and Lamb/ GHW. The SA said that I could put my name on the list for Caviar/GHW and should get it in 2 months. I asked if they could ship when it arrives and he said yes. This was for a classic jumbo. I need to call the SA, just to make sure he still hs the go ahead to ship me the jumbo when it arrives.

 

[Monceau]

If my SA locates an item for me at another store and has it shipped to me, which store gets the credit?

Occasionally, I'll see something available on the website, but I ask my SA to get it for me, so that the boutique can get the credit, but I don't want her to go to the trouble of ordering something from another store if her home boutique will not get the credit.

 

[matt-g]

If my SA locates an item for me at another store and has it shipped to me, which store gets the credit?

Occasionally, I'll see something available on the website, but I ask my SA to get it for me, so that the boutique can get the credit, but I don't want her to go to the trouble of ordering something from another store if her home boutique will not get the credit.

That's a great question. Every time I request my SA find something for me, it's shipped from the store that has it and the receipt reflects the shipping store's location and one of their salespeople. I hope somewhere in the system my SA gets credit for it as he's gone above and beyond, and I hope the store appreciates it as much as I do!

 

[scholastican]

Is this a new Chanel policy?
I was at Chanel Chicago last month, looking for a black Caviar Jumbo/ GHW. They had Caviar/SHW and Lamb/ GHW. The SA said that I could put my name on the list for Caviar/GHW and should get it in 2 months. I asked if they could ship when it arrives and he said yes. This was for a classic jumbo. I need to call the SA, just to make sure he still hs the go ahead to ship me the jumbo when it arrives.

This policy took effect almost two years ago. I remember clearly because that was the last time I purchased a Chanel bag. I finally decided to add the timeless classic jumbo flap(by then it had the secondary interior flap) in black caviar with silver hardware to my collection, and bit the bullet less than a week before another price increase. Thereafter, my SAs from other Chanel boutiques would repeatedly mention the then-new policy of no store transfers/reserves/charge-holds/charge-sends for timeless classic ligne.

Back to HERMES though, before I get reprimanded by mods...a newish SA I recently worked with promised to set aside a store exclusive leather charm for me should their stocks hit low bordering on running out. He assured me they had plenty and that I should be fine for at least a couple of weeks if I held off on buying it immediately. He even said worst case scenario, he can just send it to me, seeing as that particular H boutique is almost a 2 hour one way crawl of a freeway drive for me. When I told him about the no charge send for leather items, he flippantly said since he is fairly new there, he can always tell them(management) he wasn't aware of the policy. .!?!? He flaked on me anyway, because a couple of weeks later I came back to buy the leather charm, he said the one he reserved for me disappeared and they have no more of that store exclusive charm. I guess since commission on just a measly leather charm was prolly a pittance, it wasn't much of a worry for him to rectify the loss of sale there. Grrrr...his loss truly though, because since then I have acquired a Bolide and a Kelly, among plenty other lovely H items, and all most definitely purchased NOT through him.

 

[jyyanks]

Hello - have a question on exchanging an item.

I bought a beautiful wallet from my SA this week but upon coming home, I realize it's too small and want to exchange it for a bigger size. I want to go tomorrow but my SA is not there. If I exchange it, can I still give him the credit for the sale of the larger wallet? Or, am I better off just going on a day that I know he is working?

Also, I did ask if he could help me choose a scarf but he said that he can't go upstairs and recommended someone on the 1st floor who could help me so I don't think all SA's are interchangeable (unless he is not SA and something else like the manager!)