Maintaining an H relationship

[papertiger]

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

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[GreenBagsOnly]

If spend is equal, it depends on many things: How long the client has been a customer, how likable she is to deal with and her rapport with the staff, the categories of the spend, where the store is located, timing, and which bag the client has requested- a B35 vs. a pink B25 for example. There is no formula, which I think is why H newcomers get so upset. IMO strategy also plays a very small role if any because SAs have seen and heard it all. People are always looking for how to game the system thinking there must be some catch or trick to it. There really isn’t and being an introvert or extrovert doesn’t matter. The situation is basically this, if one wants only a quota bag as a walk-in and has no intention of becoming a long-term H client, the best place to get it is FSH, a tourist store (Although she’ll likely have to make a large purchase in another category at the same time) or through a reseller. If one intends to be a long-term client, then she needs to settle down, just buy what she loves when she feels like it, give her SA her specific quota bag wish and assume it will appear when it’s available.

The confusion sometimes here in this thread is that sometimes those who say they intend to be long-term H clients really mean they only want quota bags, and they don’t so much want to know about maintaining a relationship as knowing the secret formula for extracting as many quota bags as possible from their SA. No judgement here by any means, but the point is, if that is how a client feels, her SA will read her like a book and will respond by withholding the holy grail until she feels she has made enough on the client to justify letting the bag go and likely never seeing the client again. I can always tell when I over hear people at my store talking to their SAs who is a normal client and who just wants the BKC. If I can ascertain that with no experience, certainly SAs can tell in a heartbeat.

I guess we wrote at the same time and your points reinforce the nomadic point I made when our posts dropped at the same time.

I personally am not looking to game the system. Maybe we need a gaming the system thread? Hermès has beautiful products, I like to shop there, I love the items I have bought, and I have to just accept that that the highly coveted products aren't allowed to people who move a lot (and I moved continents, so there is no maintaining an H relationship with a quick flight here or there). I haven't lived in one single city for more than a few years (single digit years everywhere) since I was 18 and left for college.

Hermès rewards a very, very specific type of customer with quota bags and occasionally an anomaly sneaks in. At this point, I just want to shop there and not try to analyze how many times a month I should text my SA.

 

[Etriers]

I guess we wrote at the same time and your points reinforce the nomadic point I made when our posts dropped at the same time.

I personally am not looking to game the system. Maybe we need a gaming the system thread? Hermès has beautiful products, I like to shop there, I love the items I have bought, and I have to just accept that that the highly coveted products aren't allowed to people who move a lot (and I moved continents, so there is no maintaining an H relationship with a quick flight here or there). I haven't lived in one single city for more than a few years (single digit years everywhere) since I was 18 and left for college.

Hermès rewards a very, very specific type of customer with quota bags and occasionally an anomaly sneaks in. At this point, I just want to shop there and not try to analyze how many times a month I should text my SA.

I don’t know that I would characterize H as rewarding this or that lifestyle. The SAs are salespersons, have sales goals and make a living by their commissions so it is understandable that they prefer good long-term clients. Although, I agree that shopping across the globe with random SAs over a period of years makes it challenging. There are posters on tPF who do maintain relationships with multiple SAs around the world though and do get quota offers. The key in that case is building long-term relationships with two or three favorite SAs in places you are likely to shop and making a point to hold your spending until you see them. At a place like H, if you are more than an occasional shopper, you will almost always have the best service experience if you develop a loyalty to one (or more) SAs. Someone with two or three SAs probably spends more, for example, than I do to get those quota offers since I only have one SA to “support.” On the other hand, they also have two or three times more opportunity with multiple SAs than I do. So that’s something to consider.

Or, as often mentioned, for those who prefer to keep it random, go to FSH or a store where it’s possible to get a quota bag as a walk-in and ask about the bag in conjunction with a large purchase (RTW or fine jewelry for example)—and there are quite a lot of threads on that here at tPF.

 

[880]

I don’t know that I would characterize H as rewarding this or that lifestyle. The SAs are salespersons, have sales goals and make a living by their commissions so it is understandable that they prefer good long-term clients. Although, I agree that shopping across the globe with random SAs over a period of years makes it challenging. There are posters on tPF who do maintain relationships with multiple SAs around the world though and do get quota offers. The key in that case is building long-term relationships with two or three favorite SAs in places you are likely to shop and making a point to hold your spending until you see them. At a place like H, if you are more than an occasional shopper, you will almost always have the best service experience if you develop a loyalty to one (or more) SAs. Someone with two or three SAs probably spends more, for example, than I do to get those quota offers since I only have one SA to “support.” On the other hand, they also have two or three times more opportunity with multiple SAs than I do. So that’s something to consider.

Or, as often mentioned, for those who prefer to keep it random, go to FSH or a store where it’s possible to get a quota bag as a walk-in and ask about the bag in conjunction with a large purchase (RTW or fine jewelry for example)—and there are quite a lot of threads on that here at tPF.

+1. I look at your statement and interpret it as Hermes SAs reward (go to bat for) the customers that support them.
I don’t have a problem with that, bc luxury brands carefully constrict supply of coveted items, and if the choice is btwn someone who buys in order to get the quota offer versus someone who regularly buys other lifestyle categories bc they love them, then the choice is pretty clear.

 

[Etriers]

+1. I look at your statement and interpret it as Hermes SAs reward (go to bat for) the customers that support them.
I don’t have a problem with that, bc luxury brands carefully constrict supply of coveted items, and if the choice is btwn someone who buys in order to get the quota offer versus someone who regularly buys other lifestyle categories, then the choice is pretty clear. I only buy stuff I love.

Sure, I mean inherent in the term relationship is a mutuality. Depending on the country, a B may count toward sales goals but there is no commission. So, walking the proverbial mile in their shoes, who would I choose to give the B to, a long term client who buys products that pay me commission so I can make a living, or a walk-in I’ll never see again? No brainer for me.

So much of any relationship, whether that is with a Hermes SA, a business associate, a client, employee, spouse, child, friend, neighbor, etc. is being able to see things from someone else’s perspective and imagining how you both might be able to get what you want, and ideally even enjoy the interaction.

 

[litostar]

Here’s my hot take:

I don’t think it’s really about the spend (I have no knowledge though of this specific situation.)

rather I think the tide has turned a bit on people who are super open with their lists - I’ll take anything!! - are making it a little more difficult for the SA to choose something to offer.

let’s say you are the store manager. You have one black B30 with ghw - undoubtedly a popular item. You know some clients already have one. You know a couple clients are on the “no” list for being resellers or similar. Then you’re left with maybe a few people, one of whom has a list that has five different styles on it and pretty much any color, and two that only want black or neutral and only in a 30.

will you offer the first person who might want this bag but you don’t really know what they want, or will you offer to someone who specifically wants this bag?

conveying that you know specifically what you want may help you here. I suggest that you think through what would really make your heart skip a beat and have a conversation with your SA, cordially, to say you‘ve narrowed it down after seeing all these lovely pieces for a year and you’d really want x and your second choice is y.

having done this a long time, I have always gotten what I’ve wanted when I’ve been very specific, within the limits of stock; When I’ve left it super open, I’ve gotten offers, but not nearly as often because my SA is just kind of guessing. If she doesn’t have a specific thing to pitch for you to get - her job is more difficult.

This was what I was told from a few people I’ve chatted with. But whenever I try to bring up my “wish list” or ask can I give my SA specific combos she’s always turning me down. She’s like don’t be specific or else I’ll never get a bag I’m in Canada so that May also be why because we get extremely low inventory to begin with compared to the rest of the world? But I do get frustrated sometimes because I feel she might just be brushing it off. But I’m still trying to be patient and hanging in there haha

 

[pasdedeux1]

This was what I was told from a few people I’ve chatted with. But whenever I try to bring up my “wish list” or ask can I give my SA specific combos she’s always turning me down. She’s like don’t be specific or else I’ll never get a bag I’m in Canada so that May also be why because we get extremely low inventory to begin with compared to the rest of the world? But I do get frustrated sometimes because I feel she might just be brushing it off. But I’m still trying to be patient and hanging in there haha

You can be specific in several ways - maybe a color, or maybe a style - and still be a lot more specific than any of 5 different styles, each in a different set of colors.

For example you could be open to lots of colors, but say you only want a B30. Or only a B, but it has to be gold hardware, etc. Having 5 styles and basically any color makes it really hard for them to make the case to the SM that you really want this particular bag.

 

[litostar]

You can be specific in several ways - maybe a color, or maybe a style - and still be a lot more specific than any of 5 different styles, each in a different set of colors.

For example you could be open to lots of colors, but say you only want a B30. Or only a B, but it has to be gold hardware, etc. Having 5 styles and basically any color makes it really hard for them to make the case to the SM that you really want this particular bag.

I guess my specific she accepts is really just size and neutral colours for me. She even said don’t bother with hw colour lol

 

[periogirl28]

"Maintaining a H Relationship" also punishes those with a more nomadic lifestyle. In the last decade, 5 moves/3 different countries for me and one city that had no Hermès within thousands of km.

Not trying to stir the pot too much, just want those who are struggling a bit and trying to make sense of this thread (basically, blaming themselves if they don't get a quota bag and getting more confused by coming here) to know that they are not alone.

And sorry to hear this, as being an introvert myself, I don’t seem to have any problems making new relationships at H stores. I tend to find the quietest SA and get on with them. I have moved continents 6 times as well, in 15 years, and managed to keep in touch occasionally with almost all my SAs. Paris I guess remains my “home store” and I haven’t met my SM in my own home country for 7 years. But it seems not to be a problem with offers. As I feel fortunate to have a collection now that’s right for me, I have not used any of my quota for the whole of 2020. DH has his own accounts as well and likewise has not shopped H last year. I hope things do improve for you soon and you find the right SA. To me, I think that’s the most important factor.

 

[880]

I guess my specific she accepts is really just size and neutral colours for me. She even said don’t bother with hw colour lol

Presuming you have a decent, relatively honest relationship with your SA (that allows her to advise the above) and a decent spend ratio, is it possible your Home store just be super competitive and also low in stock? If there is very little coming in, or if there are long-standing large customers taking up the quota allocation for that store, there may be very little left? Unfortunately for new customers, it’s much more likely to be offered quota bags once you’ve established a history of prior offers and a strong likelihood of continued spending. Of course, there is also the possibility that another SA could have a different outcome for you.

I would say in this case, unless you love everything else you are purchasing and are in absolutely no rush, it may be easier and cheaper to buy a neutral sized quota bag from a reseller. This is solely my opinion; others are free to differ; and YMMV

 

[GreenBagsOnly]

And sorry to hear this, as being an introvert myself, I don’t seem to have any problems making new relationships at H stores. I tend to find the quietest SA and get on with them. I have moved continents 6 times as well, in 15 years, and managed to keep in touch occasionally with almost all my SAs. Paris I guess remains my “home store” and I haven’t met my SM in my own home country for 7 years. But it seems not to be a problem with offers. As I feel fortunate to have a collection now that’s right for me, I have not used any of my quota for the whole of 2020. DH has his own accounts as well and likewise has not shopped H last year. I hope things do improve for you soon and you find the right SA. To me, I think that’s the most important factor.

No apologies necessary! I have a great relationship with my SA now and have stopped moving. Most people say to me that I don't "act" like an introvert so all good there too. I also got a lovely bag that I adore at FSH as a walk-in with no appointment a few months after I took the plunge and started shopping at Hermès.

That's great that you stayed in touch with the same SAs while moving so much. I love your point of finding the quietest SA!!!

I wasn't asking any questions about maintaining my relationship with my SA.

Just trying to give others different perspectives.

From reading some of the other earlier posts... What worked for some members 10 years ago, doesn't necessarily work the same nowadays. Even what worked 5 years ago. Even 2... From my own experience of reading through tPF threads for years, it just seems like such a different landscape nowadays.

And reiterating that SAs are always going to reward the long-term client is missing the point of some of the members' frustration and confusion with clients who get a dream bag with no long-term history and no high spend. I know people say influencers tend to lie about how they acquired their B/K, but these kinds of stories are all over the tPF and I don't quite see any incentive for tPF members to lie about something like this on tPF. There are, of course, so many nuances with client/SA personalities, store inventories, spend, luck, etc. that could be discussed and debated.

Honestly, I wish the rewarding long-term clients was a strict policy- it would make more sense!!!

 

[Etriers]

No apologies necessary! I have a great relationship with my SA now and have stopped moving. Most people say to me that I don't "act" like an introvert so all good there too. I also got a lovely bag that I adore at FSH as a walk-in with no appointment a few months after I took the plunge and started shopping at Hermès.

That's great that you stayed in touch with the same SAs while moving so much. I love your point of finding the quietest SA!!!

I wasn't asking any questions about maintaining my relationship with my SA.

Just trying to give others different perspectives.

From reading some of the other earlier posts... What worked for some members 10 years ago, doesn't necessarily work the same nowadays. Even what worked 5 years ago. Even 2... From my own experience of reading through tPF threads for years, it just seems like such a different landscape nowadays.

And reiterating that SAs are always going to reward the long-term client is missing the point of some of the members' frustration and confusion with clients who get a dream bag with no long-term history and no high spend. I know people say influencers tend to lie about how they acquired their B/K, but these kinds of stories are all over the tPF and I don't quite see any incentive for tPF members to lie about something like this on tPF. There are, of course, so many nuances with client/SA personalities, store inventories, spend, luck, etc. that could be discussed and debated.

Honestly, I wish the rewarding long-term clients was a strict policy- it would make more sense!!!

This is more a thread about Maintaining a relationship with an SA, not about how to get a dream bag, but there are a lot of threads on getting bags here at tPF. On topic though, a key component of maintaining a relationship is not comparing what one gets with what influencers get or everyone else is getting. I would drive myself (and my SA) cuckoo if I worried about what all of the other clients at my store are getting, let alone celebrities and influencers.

 

[showgratitude]

SAs and SMs can usually sniff desperation and if you are only there for the highly coveted items. Sometimes, a couple of people can beat them in their game too though. But as they say, time is the true test. If one has been a loyal customer for years, then it shows the SA (who is out there to make a sale primarily) that you are good for the business. Bag offers usually just happen fluidly after that.
Anyway, I was just in H recently and was told that since the pandemic, deliveries have really been unpredictable. My SA said that for bags, there hasn't been anything really new for the past 3 weeks. She said that deliveries are usually weekly (that is not to say that every week there is a highly coveted bag being sent out though). She said that it is frustrating (as a sales person) because she doesn't even have any Evelynes and Picotins to offer to clients. (I know this is true because I wasn't even looking for the two bags and she just mentioned it casually when we talked about deliveries). But at any rate, I still believe that if one has been a loyal customer and is actively buying for six months and has not been offered a bag that she is looking for or at least something similar to what she is looking for (assuming it's a regular piece)..I think it is time to move on. Maybe you are the only one who thinks you connect with your SA and it is one-sided. Or, your SA has a lot of "high rollers" and VIPs, that even if you connect and are friendly with each other, it's just impossible for your SA to give you what you really like.

 

[880]

some of the members' frustration and confusion with clients who get a dream bag with no long-term history and no high spend

Its my vague recollection (I could be wrong) that there were a spate of luck right before the boutiques became busy again; some during covid, like an SO that was refused. If that was the case, I do think that the SA and the SM would try to discern whether the prospective buyer could become a loyal customer. But, I really do believe those cases were exceptional and dont occur all that often.

 

[momoc]

FWIW I want to say that unfortunately lies or half truths exist on tPF too, with members conveniently ignoring to share what else they purchase to get the bag (but if you are super addicted to here like I am you recognize that they’ve purchased more by other posts) / where they purchased a bag (second hand bag posted as if from boutique where you can easily find the reseller listing) / flipping and selling brand new bags above retail (bags clearly match background etc of what they post on tPF and sometimes they even use same username), and yes saying things to make them appear a lot luckier than other people because apparently that’s what makes some people happy. I don’t understand it at all but people like to compare I guess? (Also not unique to H exists in other parts of the forum too including people making up stories in the Relationships forum for example)

Lots of people put on a persona on social media sites (e.g. appearing more blessed than they are) and I do think tPF tends to be much, much better than other bigger social media platforms (thank god) but it’s still not fully immune to issues you will find elsewhere on the Internet.

This makes me really treasure and appreciate the real H experts and customers who are here sharing genuine advice and knowledge. Thanks to all of you who really try to help

 

[GreenBagsOnly]

All great points!

But yikes... Now I will be wary of believing anything I hear on tPF if we suspect that anyone who writes a nice post about a happy purchase might have ulterior motives... Maybe the people who say shop at H and "maintain a H relationship" for years are speaking in half truths? This makes me sad, I hate to suspect that about anyone on tPF, but I guess we must stay aware, right?

From the posts in reaction to my opinions (Seriously, my opinions- I was not looking for LVinCali-is-RIGHT/WRONG as I was just trying to throw some things out there after having lived in multiple non-EU/non-US countries. The global luxury retail landscape is changing and fast, like really fast, and I like to follow how H changes with this global shift as well as celebrate old H traditions.), I now understand this "Maintaining a H Relationship" thread that counsels people who have shopped with Hermès SAs for decades/years and need advice on how to continue that.

Newcomers (or nomadics or whatever job/personal/physical/etc. obstacles keep one from going into the store weekly/motnhly/yearly/regularly for the last 5 + years) and those who are actually looking to buy dream items, need a different thread (see above posts- it was said that dream bags need a different thread and I think a whole lot of posters to this thread need to know that).

Back on topic.... How many times a month should I visit/text my SA to maintain the relationship to um, buy H stuff?