Maintaining an H relationship

[papertiger]

Please focus on the title of this thread rather than each other, TY

If you find it very hard to ignore certain people, please feel free in adding them to your 'Ignore' list.

For advice on how to obtain a B/K/C please go to the reading room in the Reading Room The Newbie's HOW DO I GET A BIRKIN (or other bag) Reading Room

For advice on how to shop at your local store please do a search in Hermes Shopping sub-forum and look for your store/region/country.

 

[prepster]

Indeed. Small giggle about some of your other points.

I'm always conscious that sales is about time per spend and if my time veers into chat (can do) and the store gets busy I quickly wrap up with my SA so they can make more sales. Also, my work schedule only permits so much downtime during business hours, so there is a limit to my time too, particularly if I've stopped in between meetings ('Oh, I have an errand to run ')...

Last visit we started to discus cactus croc and while my SA had a Kelly wallet in this, we both realized that although I'd like to see it, I wouldn't be buying it and it wasn't worth her going into stock to get it. If it had been on the floor she would have gladly shown me. No problem with this at all.

Suppose I was curious to hear any views about 'internal client categories', specifically non VIP. Get that (V)VIPs will get access to coveted bags but I wonder how the SMs view non VIP relationships- local customers who buy smaller items. From my sales experience- we need those customers too!

I don’t think there is an amount you should or need to spend. I have to laugh because my grandmother thought any discussion of what anyone spent anywhere was horrifying. So try being like my prim little grandmother and put the dollar signs out of your mind. For some reason the idea of H gets people so bound up and worried about whether they are spending enough to justify doing business with them. No one feels that way about other stores. H is a business, a nice business sure, but just a store. Go in when you need to or want to and buy what you like. It’s pretty simple. If there is something you want to see but aren’t buying today, just tell your SA, I’d like to inquire about that, I won’t be buying it today though, is this a good time to inspect it or should we do it when you are less busy? I usually call my SA and make an appointment for a non-busy day/time when I have a list. It seems to work well for us both. What is your concern? Getting bag offers?

 

[De sac]

100% agree @prepster !
Your grandmother and my mother must have the same hymn book
Happily spend my money how / when / where I like. Maybe for those reasons I have great SA relationships and I should continue to focus on that rather than let self doubt creep in on something that doesn't determine my self worth

My curiosity is much more clinical: in my line of work we categorize clients according to how much and what kind of business they do with us. Being in a category that ticks a larger number of these boxes means we offer more products and services, sometimes at better rates. I'm wondering how a consistent, lower spend client fits into H's strategy and how SAs may foster (or not) these relationships.

At any rate I'm certainly proof positive that one doesn't need to spend thousands to feel like a million bucks

 

[prepster]

100% agree @prepster !
Your grandmother and my mother must have the same hymn book
Happily spend my money how / when / where I like. Maybe for those reasons I have great SA relationships and I should continue to focus on that rather than let self doubt creep in on something that doesn't determine my self worth

My curiosity is much more clinical: in my line of work we categorize clients according to how much and what kind of business they do with us. Being in a category that ticks a larger number of these boxes means we offer more products and services, sometimes at better rates. I'm wondering how a consistent, lower spend client fits into H's strategy and how SAs may foster (or not) these relationships.

At any rate I'm certainly proof positive that one doesn't need to spend thousands to feel like a million bucks

I think a good SA gives good service to all clients regardless of how much they spend. It goes without saying of course that an H client is always the height of reasonableness. Expecting an SA to spend an hour helping me choose the color of a Carmencita might not foster a loving “relationship,” but otherwise, it’s all good. Maybe I’ve just been lucky, but I’ve really never had any H SA anywhere be anything but kind, helpful and professional, and there aren’t too many corners of the globe I haven’t shopped.

Will the mega-spenders get extra TLC? Sure, a business cannot afford to ignore them. But a business (especially one that has been around as long as H) also knows it can’t afford to turn away new clients or small sales. Without getting too off-topic, there are many indications in H’s own policies, such as the new system at FSH, the expansion of the website, and product lines like Petite H, that they are very much interested in all sales. This is an interesting thread (all 150 pages!) and I’m sure you’ll continue to see lots of thoughts.

 

[De sac]

I think a good SA gives good service to all clients regardless of how much they spend. It goes without saying of course that an H client is always the height of reasonableness. Expecting an SA to spend an hour helping me choose the color of a Carmencita might not foster a loving “relationship,” but otherwise, it’s all good. Maybe I’ve just been lucky, but I’ve really never had any H SA anywhere be anything but kind, helpful and professional, and there aren’t too many corners of the globe I haven’t shopped.

Will the mega-spenders get extra TLC? Sure, a business cannot afford to ignore them. But a business (especially one that has been around as long as H) also knows it can’t afford to turn away new clients or small sales. Without getting too off-topic, there are many indications in H’s own policies, such as the new system at FSH, the expansion of the website, and product lines like Petite H, that they are very much interested in all sales. This is an interesting thread (all 150 pages!) and I’m sure you’ll continue to see lots of thoughts.

Thank you for such a considered response! Very good points about H policies encouraging all levels of sales.
It's true even on travels when I've just browsed the SAs have been very good, helpful and knowledgeable. Often they are preparing me for a later sale, I'm sure this is training too.

I've actually read all of this thread! It's interesting how the themes change over the years (and with the economic cycles). Also, I think the (luxury) brands are interacting more with customers (social media, email) and this also plays into the building a relationship theme. Look forward to hearing other thoughts....

 

[ILLYLOULOU96]

Thank you for your responses.

My SA knows the items I'd like and said she'd let me know when they had them in store. They aren't B/K/Cs, but some items from the AW2019 line that may be harder to get from what I've heard from various SAs. I'm more worried about the idea of buying too much than too little. I feel like buying fine jewelry and RTW in less a month of meeting her might come off like I'm trying too hard to get the other items, even though I'd just be buying what I like. Do RTW pieces tend to become hard to find in certain sizes or can I afford to wait?

As for RTW: if what you would like to purchase is in demand, you are indeed in danger of no longer receiving it. I wanted to buy the brown Jodhpur pants in Europe. It was online ten days ago. But I wanted to buy them from my SA (I think he deserves the commission and should not be omitted by online-shopping). I was with him already at the beginning of last week, the store hadn't ordered them in this colour and in my size it was sold out in every single European H store (according to the storage check he immediately made) except one single pair at FSH. They won't transfer it ... Maybe best to think twice how badly you would really like to get it ?

 

[De sac]

As for RTW: if what you would like to purchase is in demand, you are indeed in danger of no longer receiving it. I wanted to buy the brown Jodhpur pants in Europe. It was online ten days ago. But I wanted to buy them from my SA (I think he deserves the commission and should not be omitted by online-shopping). I was with him already at the beginning of last week, the store hadn't ordered them in this colour and in my size it was sold out in every single European H store (according to the storage check he immediately made) except one single pair at FSH. They won't transfer it ... Maybe best to think twice how badly you would really like to get it ?

Thanks for sharing. I thought the stores can also order directly from the online store stock and get credit (recent development)?
Never done this though and absolutely agree that if you love something you should go for it.

 

[ILLYLOULOU96]

Thanks for sharing. I thought the stores can also order directly from the online store stock and get credit (recent development)?
Never done this though and absolutely agree that if you love something you should go for it.

If I understood my SA correctly: only if you are directly at the store and pay directly there, delivery could be affected directly to you or the store (no order by phone or email and bank transfer of the invoice amount possible). But for me this was no option any more, since the pants in marron have already been sold out online on that day in EU, too. (On US website by the way, too.)

 

[De sac]

If I understood my SA correctly: only if you are directly at the store and pay directly there, delivery could be affected directly to you or the store (no order by phone or email and bank transfer of the invoice amount possible). But for me this was no option any more, since the pants in marron have already been sold out online on that day in EU, too. (On US website by the way, too.)

Yes I had the same understanding. What a shame you missed out - Maybe you will find them in a franchise or on travels, fingers crossed.

 

[ILLYLOULOU96]

Yes I had the same understanding. What a shame you missed out - Maybe you will find them in a franchise or on travels, fingers crossed.

Thank you!

 

[Angelian]

As for RTW: if what you would like to purchase is in demand, you are indeed in danger of no longer receiving it. I wanted to buy the brown Jodhpur pants in Europe. It was online ten days ago. But I wanted to buy them from my SA (I think he deserves the commission and should not be omitted by online-shopping). I was with him already at the beginning of last week, the store hadn't ordered them in this colour and in my size it was sold out in every single European H store (according to the storage check he immediately made) except one single pair at FSH. They won't transfer it ... Maybe best to think twice how badly you would really like to get it ?

Please keep in mind SAs in Europe don’t work on (individual) commission. While it of course adds to the boutique’s sales, if you really want something and see it online, perhaps do not base your decision on not ordering it solely on this argument? Just a suggestion, there may be other factors at play for you.

 

[ilamoresoave99]

Hi y'all, I am a newbie on TPF and I am hoping you amazing ladies/gents here would be willing to help me out?

I'd like to start by saying I don't have an H store near me(in US). I have been on the hunt to find THE SA for a few months now who will help me get my dream Birkin bag. I truly enjoy the products the brand has and I've spent a decent amount of money especially at the Hermes Atlanta location on various items. I first visited this store 4 months ago and met a lovely SA. Although, I felt I connected with him on the visit, I'm having a really hard time getting him to respond to my emails I've sent him since. He only replied to my first email 2 weeks after I sent it and after I called him at the store to inquire about an item. He said, he forgot to send his reply and that it was in his draft folder..Quite understandable.
Earlier this week(2.5 months after the last email), I sent him another email informing him that i would be travelling to Atlanta this month and would love to see him & he still hasn't replied.
I feel like I am trying too hard and at the least ex he should have sent an email to acknowledge my email? Am I overthinking or overreacting?

This is all very new to me so i really appreciate y'all reading this lengthy post and helping me out

 

[HKsai]

Hi y'all, I am a newbie on TPF and I am hoping you amazing ladies/gents here would be willing to help me out?

I'd like to start by saying I don't have an H store near me(in US). I have been on the hunt to find THE SA for a few months now who will help me get my dream Birkin bag. I truly enjoy the products the brand has and I've spent a decent amount of money especially at the Hermes Atlanta location on various items. I first visited this store 4 months ago and met a lovely SA. Although, I felt I connected with him on the visit, I'm having a really hard time getting him to respond to my emails I've sent him since. He only replied to my first email 2 weeks after I sent it and after I called him at the store to inquire about an item. He said, he forgot to send his reply and that it was in his draft folder..Quite understandable.
Earlier this week(2.5 months after the last email), I sent him another email informing him that i would be travelling to Atlanta this month and would love to see him & he still hasn't replied.
I feel like I am trying too hard and at the least ex he should have sent an email to acknowledge my email? Am I overthinking or overreacting?

This is all very new to me so i really appreciate y'all reading this lengthy post and helping me out

You are not overreacting imo. I would consider finding a new SA. Knowing that SAs are busy and that they might not respond right away. Ignoring your customers’ emails is a big no no. Call the store to check in and see if the SA is on vacation. Late August early September is prime down for vacation.

 

[Hanna Flaneur]

I live in Poland and I buy H stuff in Berlin. There was no polish H store before. You can imagine my happiness when I read they are opening one in my country. Just 2,5 h hour drive from me. The first H store!! So I bought few things in this Berlin store, including one B bag. And my SA told me she can offer me another one. But now as I heard about this new store I want to start buying from here! It's much easier, no currency exchange, no weekend trip. Plus I think maybe in Poland not so many H clients as in Berlin, so a client is more appreciated? What should I do, stick to my SA or change the store??

Another Polish person here (shopping in Paris)
My two cents:
If you already have a good SA, definitely keep them (also you never know how long they will keep working for Hermes).
I don't know the prices at LV, but Vitkac and Moliera2 without any sale is actually more expensive when you convert the price into euro.
I do not believe for a second that a polish boutique will recieve nearly as much bags as a Berlin one.
Also, polish zloty is cheap for foreigners (both local and turists), so it's not only our celebrities you have to worry about.
Optimally, if you can, keep your SA in Berlin and create a second relationship in Warsaw.

 

[Hanna Flaneur]

Met a really nice SA in one of the 3 stores in Paris but he/she will no longer work in Paris shop. We clicked, but that’s all that I click with.
But i have spent nearly 15,000€ in all 3 stores in paris this month but have no luck at all. and I didn’t know that maintaining relationship with just ONE sa is very important. Now i cant remember other SA’s name who helped me. Some are nice, some are really2 snob

I need help here, do you guys think i will still need to “spend” again with another SA that I want to build my relationship with? I am just really2 sad and disappointed right now.

The nice SA you clicked with, would it be possible to ask them to introduce you to another SA you could shop with every time you're in Paris? It doesn't always work, but is worth a try, if you want to continue shopping at that one boutique.

 

[Etriers]

Hi y'all, I am a newbie on TPF and I am hoping you amazing ladies/gents here would be willing to help me out?

I'd like to start by saying I don't have an H store near me(in US). I have been on the hunt to find THE SA for a few months now who will help me get my dream Birkin bag. I truly enjoy the products the brand has and I've spent a decent amount of money especially at the Hermes Atlanta location on various items. I first visited this store 4 months ago and met a lovely SA. Although, I felt I connected with him on the visit, I'm having a really hard time getting him to respond to my emails I've sent him since. He only replied to my first email 2 weeks after I sent it and after I called him at the store to inquire about an item. He said, he forgot to send his reply and that it was in his draft folder..Quite understandable.
Earlier this week(2.5 months after the last email), I sent him another email informing him that i would be travelling to Atlanta this month and would love to see him & he still hasn't replied.
I feel like I am trying too hard and at the least ex he should have sent an email to acknowledge my email? Am I overthinking or overreacting?

This is all very new to me so i really appreciate y'all reading this lengthy post and helping me out

You said you would love to see him. Is that all you said? Do you want him to get you something or send you something or do you just want to talk? It's possible that he is not going to respond to chat emails with you. If he is good, he is likely very busy. Keep your communications brief, polite and to the point. If there are products you want tell him specifically what those products are and when you will be in the store to see them or pick them up. If he responds, then all is well. Go, do business and he may loosen up a bit as he begins to trust that you are a serious customer. If he doesn't respond to a direct business query then find another SA to do business with.

Dear Joe Schmoe, I'll be in your store on Thursday September __ between 2 pm. and 4 pm. and would like to make an appointment with you to see these items on my list. Most I know I will take, but a few I need to try on: The Guepards Maxi-Twilly Slim in ciel/beige doré/blanc; the Paris loafer in Noir PHW size 38; the Carnets d'Equateur round deep platter (large model). I also need a few gifts: 3 Ulysses MM notebooks (I'll select from the stock you have but prefer noir, garnet and gold if you have them) and 3 extra lined refills for each. I will also look at Kelly dog bracelets and Bearn wallets. Does 2 pm. on the ______ work for you? Thanks much, Suzy Q.

Also, and no doubt you know this-- keep in mind the amount of his time you are taking relative to what you are buying. You can certainly expect not to be rushed in your shopping, but you also can't take two hours of his time and only buy a Twilly. Well, maybe once but it wouldn't happen again!