Maintaining an H relationship

[papertiger]

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

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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.

 

[CMilly]

Ladies I need help figure out what I should do in a situation like this. I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust. Now that she’s gone, what’s my chance of getting a bag in that store without spending more? Whoever that takes me on as a client, will s/he be willing to offer me a hard to get bag based on my pre-spend with my previous SA? Should I talk to the store manager/director to sort things out?

I feel for you. I am worried about this situation too as I have a big pre spend and I wonder if my SA left what would happen. I would probably talk to the store manager for a referral to a new SA and address your concerns but someone more experienced than me may have more insight.

 

[880]

@castiel
Interesting. I have taken photos in two US boutiques (one my home store, the other when I was travelling and had an appointment - I think they had looked at my profile. They pulled a bag - not a b or k - out of the back to show me.)

I take photos regularly in my home store. (only scarves - I probably bought about 15-20 through my sa in the year before the pandemic closures... Although in addition to scarves, I did take a photo of the bag I was offered while on travel so I could think about it while I was in town.) My SA has also taken photos of her modeling a scarf in the store for me. Granted, she knows it helps me make decisions. Sometimes seeing a photo is so different from what you see in a mirror. It has also led to my texting her when I get home and asking her to hold a scarf for me that I had been on the fence about.

I ask my SA if he minds my taking pictures of some home furnishings, lamps, and furniture for my decorator and architect to look at in our weekly meeting with the latter. It’s not a problem for SA or the Maison manager. In fact, they said they are also compiling a folder of stuff to recommend to me and to DH. SA also doesn’t have a problem if I take pics when I try on RTW or jewelry bc he knows I want to know how it looks (sometimes when I look in the mirror I’m less objective).

 

[Heartsbridge]

Ladies I need help figure out what I should do in a situation like this. I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust. Now that she’s gone, what’s my chance of getting a bag in that store without spending more? Whoever that takes me on as a client, will s/he be willing to offer me a hard to get bag based on my pre-spend with my previous SA? Should I talk to the store manager/director to sort things out?

i believe with your status they will refer you to another SA. make sure to mention the last SA's offer! Best of luck dear

 

[cravin]

Your spending history is with the boutique and the brand, not that specific SA. I’d advise visiting and starting to chat with another SA and tell them about the offer and what you’re interested in. They’ll see all the history when they look you up on the computer.

 

[WhiteBus]

Ladies I need help figure out what I should do in a situation like this. I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust. Now that she’s gone, what’s my chance of getting a bag in that store without spending more? Whoever that takes me on as a client, will s/he be willing to offer me a hard to get bag based on my pre-spend with my previous SA? Should I talk to the store manager/director to sort things out?

Sadly this is a perfect example of why it is unwise invest too much into working with one SA.
If it is important to you, try to develop a presence so that you are 'known' in the boutique and don't be precious about buying some items from other SAs if your SA is not available.

In your present situation, you should speak directly with the manager and take the opportunity to mention the offer of your dream bag. Hopefully the SM will be in a position to see that you are a valued client at that boutique and ensure that that offer is fulfilled.
If your SAs sudden departure was acrimonious, you might find that your SA contacted a lot of her clients and offered them bags, knowing what a problem that would cause for the store.

 

[HKsai]

Sadly this is a perfect example of why it is unwise invest too much into working with one SA.
If it is important to you, try to develop a presence so that you are 'known' in the boutique and don't be precious about buying some items from other SAs if your SA is not available.

In your present situation, you should speak directly with the manager and take the opportunity to mention the offer of your dream bag. Hopefully the SM will be in a position to see that you are a valued client at that boutique and ensure that that offer is fulfilled.
If your SAs sudden departure was acrimonious, you might find that your SA contacted a lot of her clients and offered them bags, knowing what a problem that would cause for the store.

I will have to disagree. Working with one SA at the same store is essential in building a relationship and getting what you want. From my experience and talking to SAs, having multiple purchase relationship with SAs in the same store is hugely discouraged (and frankly awkward and annoying). Like people above said, your purchase history stays with the store. There’s no fear of SA leaving. Just talk to the store manager and find a new SA.

 

[ce_1992]

I will have to disagree. Working with one SA at the same store is essential in building a relationship and getting what you want. From my experience and talking to SAs, having multiple purchase relationship with SAs in the same store is hugely discouraged (and frankly awkward and annoying). Like people above said, your purchase history stays with the store. There’s no fear of SA leaving. Just talk to the store manager and find a new SA.

To your point about multiple relationships at one store - what if you started with one SA and they turned out to be a horrid match? I was assigned to someone due to Covid and it just isn’t working (no comms). Would it be super frowned upon for me to ask the SM for a different SA while expressing my concerns of why I need someone new? I only purchased 1 bag (non quota) 3 smaller value items but I’ve been trying to get an appointment since August, and my emails aren’t being answered.

I understand that relationship building is important but if it’s one sided, there has to be a solution.

 

[acrowcounted]

To your point about multiple relationships at one store - what if you started with one SA and they turned out to be a horrid match? I was assigned to someone due to Covid and it just isn’t working (no comms). Would it be super frowned upon for me to ask the SM for a different SA while expressing my concerns of why I need someone new? I only purchased 1 bag (non quota) 3 smaller value items but I’ve been trying to get an appointment since August, and my emails aren’t being answered.

I understand that relationship building is important but if it’s one sided, there has to be a solution.

You were a first time client. Since your SA has been unhelpful, I would call and make a fresh appointment with the store. When your new SA looks at your history and mentions “on, I see Bob helped you last summer” just wave it off nonchalantly as “yes, I’ve been trying to contact him for weeks but haven’t heard anything back so I assumed he had moved on” and then after the new one has rung you up, say you’ve enjoyed shopping with them and could you please have their business card so that you can contact them next time you want to come in. The negative impact from switching generally comes after more established relationships. Good luck!

 

[ce_1992]

You were a first time client. Since your SA has been unhelpful, I would call and make a fresh appointment with the store. When your new SA looks at your history and mentions “on, I see Bob helped you last summer” just wave it off nonchalantly as “yes, I’ve been trying to contact him for weeks but haven’t heard anything back so I assumed he had moved on” and then after the new one has rung you up, say you’ve enjoyed shopping with them and could you please have their business card so that you can contact them next time you want to come in. The negative impact from switching generally comes after more established relationships. Good luck!

thank you!! You have been so helpful to me as I try to navigate the world of H, I really appreciate it!

I’m really hoping it won’t be super awkward if the initial SA is there, I think that’s what is most concerning.

 

[Bags & Bunnies]

thank you!! You have been so helpful to me as I try to navigate the world of H, I really appreciate it!

I’m really hoping it won’t be super awkward if the initial SA is there, I think that’s what is most concerning.

You were a first time client. Since your SA has been unhelpful, I would call and make a fresh appointment with the store. When your new SA looks at your history and mentions “on, I see Bob helped you last summer” just wave it off nonchalantly as “yes, I’ve been trying to contact him for weeks but haven’t heard anything back so I assumed he had moved on” and then after the new one has rung you up, say you’ve enjoyed shopping with them and could you please have their business card so that you can contact them next time you want to come in. The negative impact from switching generally comes after more established relationships. Good luck!

Thank you! Super helpful for me too!
I went to the Hermes for the first time in December and had a wonderful shopping experience with the SA... but he hasn't been responding to my emails. I thought he might have taken time off during the holidays or maybe on sick leave. I think I will try this approach and call the store to see if they can book an appointment since he hasn't been responding to my email requests.

 

[WhiteBus]

I will have to disagree. Working with one SA at the same store is essential in building a relationship and getting what you want. From my experience and talking to SAs, having multiple purchase relationship with SAs in the same store is hugely discouraged (and frankly awkward and annoying). Like people above said, your purchase history stays with the store. There’s no fear of SA leaving. Just talk to the store manager and find a new SA.

This is a fair expression of the general situation with Hermes in most countries; but there have been enough disaffected posts on here to warn that the preferred situation is not 100% reliable in clients' favour. I was not suggesting just to shop with the first SA that comes available.

I want to point out that my post was in response to the emotion and concern expressed by this:

I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust.

This is not the first time there have been posts like this. Clients having spent much money and built up relationships with 'lovely' SAs only to find that they no longer work in that boutique for various reasons: promotion; moved; stopped working for Hermes.
Instead of calmly approaching the SM or an ASM to explain the situation and concerns, clients enter an extreme emotional turmoil with claims of betrayal and being let down.
In the case of the poster to whom I responded, she had already built up 5:1 spending ratio and seemingly was only just being offered her dream bag. We don't have the full details; perhaps she had only just expressed a wish; a lot of clients would have started to complain after a 2:1 spending ratio without a bag.

 

[acrowcounted]

This is a fair expression of the general situation with Hermes in most countries; but there have been enough disaffected posts on here to warn that the preferred situation is not 100% reliable in clients' favour. I was not suggesting just to shop with the first SA that comes available.

I want to point out that my post was in response to the emotion and concern expressed by this:

I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust.

This is not the first time there have been posts like this. Clients having spent much money and built up relationships with 'lovely' SAs only to find that they no longer work in that boutique for various reasons: promotion; moved; stopped working for Hermes.
Instead of calmly approaching the SM or an ASM to explain the situation and concerns, clients enter an extreme emotional turmoil with claims of betrayal and being let down.
In the case of the poster to whom I responded, she had already built up 5:1 spending ratio and seemingly was only just being offered her dream bag. We don't have the full details; perhaps she had only just expressed a wish; a lot of clients would have started to complain after a 2:1 spending ratio without a bag.

Respectfully, the advice @HKsai was disagreeing with is your following quote:

don't be precious about buying some items from other SAs if your SA is not available.

I agree with @HKsai that one should indeed “be precious about” only buying from ONE SA. If your SA is unavailable, have the items put aside (or better yet, wait to shop entirely) until your SA is available, for max relationship building.
As for the original poster who you are quoting, she has already purchased several quota bags in a very short period of time and I would wager she is known by other staff at the store. We all agree that she should simply take a breath and then contact the store for their advice on a new sales assistant contact info.

 

[HKsai]

To your point about multiple relationships at one store - what if you started with one SA and they turned out to be a horrid match? I was assigned to someone due to Covid and it just isn’t working (no comms). Would it be super frowned upon for me to ask the SM for a different SA while expressing my concerns of why I need someone new? I only purchased 1 bag (non quota) 3 smaller value items but I’ve been trying to get an appointment since August, and my emails aren’t being answered.

I understand that relationship building is important but if it’s one sided, there has to be a solution.

That’s totally understandable. I switched SA! I did not stick with my first one. I switched pretty quickly. Like 3-4 months into the relationship. My second (my primary SA for the past two years) got let go just before Christmas. I’m onto my third SA now. My response is more geared toward not having multiple co current SAs.

 

[momoc]

This is a fair expression of the general situation with Hermes in most countries; but there have been enough disaffected posts on here to warn that the preferred situation is not 100% reliable in clients' favour. I was not suggesting just to shop with the first SA that comes available.

I want to point out that my post was in response to the emotion and concern expressed by this:

I was devastated and in total shock today when I found out that the SA I’ve been working with closely and really connected is no longer with Hermes. She just called me last Monday to offer me a dream bag. Then she stopped replying my messages which was so not like her. I tried calling her but couldn’t even leave a voice mail. I knew something wasn’t right. Today I called the store and was told that she’s no longer with Hermes. I felt that she was let go for some reason, because why would she offer me a bag and not mention her intention of leaving the company soon at all? I have a huge outstanding pre-spend with her (over 5:1) because I thought we’ve built up enough trust.

This is not the first time there have been posts like this. Clients having spent much money and built up relationships with 'lovely' SAs only to find that they no longer work in that boutique for various reasons: promotion; moved; stopped working for Hermes.
Instead of calmly approaching the SM or an ASM to explain the situation and concerns, clients enter an extreme emotional turmoil with claims of betrayal and being let down.
In the case of the poster to whom I responded, she had already built up 5:1 spending ratio and seemingly was only just being offered her dream bag. We don't have the full details; perhaps she had only just expressed a wish; a lot of clients would have started to complain after a 2:1 spending ratio without a bag.

The original member you are responding to has gotten many beautiful quota bags that she’s shared with us!

I think the difference is that she is already very established & that’s not the same as someone who is still trying to find an SA they want to work with. I totally recommend that a new client take some time & find someone whose style matches their own before committing long term. I too didn’t work with the very first SA I met and purchased something small from at my store; the second one I met I just felt I gelled a lot more with.

I am now a very happy H shopper, and I will only shop with my SA in the store. The other SAs I love to chat with & a couple I dare to say I’m quite friendly with. And they know who my SA is and won’t ask to ring up my purchases. Back before COVID, when I stop by the other SAs will greet me and say “XX (my SA) is over in the Y section” if they are the ones that see me coming in (now it’s appointment only and my SA opens the door when I get there so less of that happening ).

Oh I do think having a good relationship with the SM is obviously a very good idea the SM places orders & approves a lot of things & decides how things are ran at the store so it certainly does not hurt. I think you naturally get to meet them once you are an established client at their store. I was introduced to the SM by my SA once we’ve worked with each other for a while.

Anyways, back to original poster’s situation, in her case the SA was indeed fired and quite abruptly. SAs who are leaving due to their own volition would likely give a heads up & introduce new SAs to their good clients before they go (also when they go on extended leave). In the case of a firing, like this one, the SM will be happy to talk and assign a new SA; some SMs would even reach out themselves via an email. I think with the profile that the original poster has, she will have no trouble finding another SA!

 

[ItsPurseonal]

I have last week. They placed an order for me and due to holiday weekend it should arrive tomorrow with two day shipping. Hope this is helpful.

Many of us shop primarily remotely however it is almost always required to have an in person meet and purchase first, along with putting your credit card on file with a formal paper trail and physical signature. Also, prior to the shutdown, it was very uncommon to have permission to ship any kind of leather good (apart from rodeos for some strange reason), and especially nearly unheard of for quota bags.

hi, I know these posts are from awhile ago but I wanted to ask your thoughts on continuing an H relationship I started in person remotely when I move in a few weeks. I haven’t gotten a quota bag from my SA yet (about 5k USD total spend), but I would like one eventually. Do you think he would ship it to me? I feel it’s a bit forward to ask if he’d ship me a quota bag given he hasn’t offered me one yet. Thanks!