Maintaining an H relationship

[papertiger]

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

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[iamberrytastic]

I don’t see how her SA could blame her for buying it elsewhere if she asked and no reply. Just sounds like the SA either doesn’t value the relationship or is overwhelmed at work.

Exactly. In my business, we call this “getting the first dip.” I always take photos of things I like and send them to my SA first. They weren’t twilly. They weren’t some small value items. They were $10,000 cigar box, $5,000 skateboard, and $5,000 watch. High values, easy sell items that I would want to ring up if I was an SA.

 

[Kasia F.]

I need your opinion here. I usually create a wish list of things I want in a photo album. I would have pictures of the items along with the reference number that I grab from the website.

A lot of these items are available for purchase immediately on the website. I was told by my SA from the beginning that it’s super easy to grab/request items from the website. I would text my SA about those items and they said they would try to transfer them in for me. Weeks went by and nothing. Then I can’t order them from the website anymore because those items are sold out online. If SA couldn’t request them in, at least let me know so I could order them online.

This has happened many times now. Waiting for the SA never worked for me and we all know when an item is sold out, it’s gone for good.

A few weeks ago, I was in NYC and I saw some of those items I wanted on display. Of course I bought them immediately. The SA at Madison also ordered a ash tray for me (the same item that I have been waiting for months for my home SA to order). The tray arrived this week. That wasn’t difficult but I waited for months for my own SA. I also saw some other home items at the Madison store ($15,000). I didn’t buy them, because I want to order them through my own SA. I texted my SA pictures of those items. Again, nothing. They acknowledged it and said they would request a transfer. A week or more went by, no update, nothing. I don’t understand. I ended up buying those items when I was in Paris because I didn’t want to miss out on them.

At this point, why should I even bother maintaining this relationship? I should just buy whatever I want when I see them instead of reaching out for “help” and not getting anything. I am not even after quota bags at this point. I feel like they don’t want my business anymore. It’s odd because we had such a nice relationship for almost 2 years. I even got a quota bag a year ago but within the last few months, things have changed and I am a little sad about it. I don’t know how to bring this up with the SA as I don’t want to criticize them for not able to order anything for me. I don’t buy just a twilly. I just bought $20,000 worth of goods from other SA because my own SA didn’t want to help me?

Sure, you may tell me that I need to be patient and wait. I did that for months and missed out on items because my own SA didn’t do anything. Would love to hear you guys’ opinions on this.

Yup I‘d ditch the SA. I wouldn’t even address it with them, just change the SA to someone more responsive…

I also send my SA photos of the items I’d like. He usually responds the same day or within 3 business days at most with either “yes, I‘ll get it for you“ or “no, get it from the website“. He’ll often order things from Paris directly for me, and then will ship it to me. I don’t mind waiting for it because I know it’s building my history and he makes commission, and I like him
I’d switch the SA asap. You’re buying rare items and you really like the brand… It would drive me nuts if I had to be constantly torn between getting an item immediately vs being nice to an SA that is ignoring me.

 

[RitaLA]

Yeah, it comes a point when you think “is this person valuing my time and valuing me as a customer?” It doesn’t seem like it and as customers we need to stand up for how we want to be treated. There’s no brand, it doesn’t matter how high end it is, that has the right to treat a customer with disdain. We ARE the very reason they exist. Nobody will buy a freaking birkin or kelly if there aren’t customers who are willing to value the brand at that level. We are the value of the birkins and kellys because we are willing to get our resources and exchange for their products. If no one ever sees value in the products they offer, doesn’t matter how special they think these products are, there’s no game, there’s no high end BS, there’s nothing. The empire is gone.

 

[showgratitude]

I need your opinion here. I usually create a wish list of things I want in a photo album. I would have pictures of the items along with the reference number that I grab from the website.

A lot of these items are available for purchase immediately on the website. I was told by my SA from the beginning that it’s super easy to grab/request items from the website. I would text my SA about those items and they said they would try to transfer them in for me. Weeks went by and nothing. Then I can’t order them from the website anymore because those items are sold out online. If SA couldn’t request them in, at least let me know so I could order them online.

This has happened many times now. Waiting for the SA never worked for me and we all know when an item is sold out, it’s gone for good.

A few weeks ago, I was in NYC and I saw some of those items I wanted on display. Of course I bought them immediately. The SA at Madison also ordered a ash tray for me (the same item that I have been waiting for months for my home SA to order). The tray arrived this week. That wasn’t difficult but I waited for months for my own SA. I also saw some other home items at the Madison store ($15,000). I didn’t buy them, because I want to order them through my own SA. I texted my SA pictures of those items. Again, nothing. They acknowledged it and said they would request a transfer. A week or more went by, no update, nothing. I don’t understand. I ended up buying those items when I was in Paris because I didn’t want to miss out on them.

At this point, why should I even bother maintaining this relationship? I should just buy whatever I want when I see them instead of reaching out for “help” and not getting anything. I am not even after quota bags at this point. I feel like they don’t want my business anymore. It’s odd because we had such a nice relationship for almost 2 years. I even got a quota bag a year ago but within the last few months, things have changed and I am a little sad about it. I don’t know how to bring this up with the SA as I don’t want to criticize them for not able to order anything for me. I don’t buy just a twilly. I just bought $20,000 worth of goods from other SA because my own SA didn’t want to help me?

Sure, you may tell me that I need to be patient and wait. I did that for months and missed out on items because my own SA didn’t do anything. Would love to hear you guys’ opinions on this.

Time to move on to a new store, new SA, or both. Or, you can also stop buying if you are no longer happy with the situation.

 

[momoc]

I need your opinion here. I usually create a wish list of things I want in a photo album. I would have pictures of the items along with the reference number that I grab from the website.

A lot of these items are available for purchase immediately on the website. I was told by my SA from the beginning that it’s super easy to grab/request items from the website. I would text my SA about those items and they said they would try to transfer them in for me. Weeks went by and nothing. Then I can’t order them from the website anymore because those items are sold out online. If SA couldn’t request them in, at least let me know so I could order them online.

This has happened many times now. Waiting for the SA never worked for me and we all know when an item is sold out, it’s gone for good.

A few weeks ago, I was in NYC and I saw some of those items I wanted on display. Of course I bought them immediately. The SA at Madison also ordered a ash tray for me (the same item that I have been waiting for months for my home SA to order). The tray arrived this week. That wasn’t difficult but I waited for months for my own SA. I also saw some other home items at the Madison store ($15,000). I didn’t buy them, because I want to order them through my own SA. I texted my SA pictures of those items. Again, nothing. They acknowledged it and said they would request a transfer. A week or more went by, no update, nothing. I don’t understand. I ended up buying those items when I was in Paris because I didn’t want to miss out on them.

At this point, why should I even bother maintaining this relationship? I should just buy whatever I want when I see them instead of reaching out for “help” and not getting anything. I am not even after quota bags at this point. I feel like they don’t want my business anymore. It’s odd because we had such a nice relationship for almost 2 years. I even got a quota bag a year ago but within the last few months, things have changed and I am a little sad about it. I don’t know how to bring this up with the SA as I don’t want to criticize them for not able to order anything for me. I don’t buy just a twilly. I just bought $20,000 worth of goods from other SA because my own SA didn’t want to help me?

Sure, you may tell me that I need to be patient and wait. I did that for months and missed out on items because my own SA didn’t do anything. Would love to hear you guys’ opinions on this.

Agreeing with what others said - I don't see a point in maintaining a relationship with this SA.

I will say that sometimes I send stuff I am thinking of / saw online to my SA, and she says "sure I will keep it in mind", then does not talk about it for a looong time...but months later she will be like "I got this for you" and it was what I asked. I think I just got a last season (not current season lol) RTW piece like this. So it's entirely possible that they may take a long time to get something for you (another poster was mentioning just getting some tableware pieces this month when she ordered them beginning of the year).

All that being said though I don't think it looks like your SA values you as a customer. If you are not after quota bag offers, I would definitely stop worrying about her and shop whenever and wherever you want!

 

[hyjd21]

Hi everyone, would love some advice from the wealth of experience you have with your respective H journeys. Basically I'll be moving to New York from another big city - I absolutely love working with my current SA and will be returning from time to time, but I anticipate needing to purchase things in NY as well. Has anyone successfully maintained parallel purchase histories in two locations at the same time, without it adversely affecting your relationship with your "original" SA?

 

[momoc]

Hi everyone, would love some advice from the wealth of experience you have with your respective H journeys. Basically I'll be moving to New York from another big city - I absolutely love working with my current SA and will be returning from time to time, but I anticipate needing to purchase things in NY as well. Has anyone successfully maintained parallel purchase histories in two locations at the same time, without it adversely affecting your relationship with your "original" SA?

It is not advised, generally speaking (exceptions can happen), to do that. You should have one purchase profile one store/SA only. This is assuming you want bag offers - if not you can do whatever most convenient for you

 

[Ethengdurst]

Hi everyone, would love some advice from the wealth of experience you have with your respective H journeys. Basically I'll be moving to New York from another big city - I absolutely love working with my current SA and will be returning from time to time, but I anticipate needing to purchase things in NY as well. Has anyone successfully maintained parallel purchase histories in two locations at the same time, without it adversely affecting your relationship with your "original" SA?

Some people, including myself, has another profile under their partner/DH’s name. Mine is my home store and his is another state where he goes to at least twice a year (prepandemic). Is it possible for you to do that? He has to pay with his cc though. Otherwise I agree with what @momoc posted.

 

[hyjd21]

It is not advised, generally speaking (exceptions can happen), to do that. You should have one purchase profile one store/SA only. This is assuming you want bag offers - if not you can do whatever most convenient for you

Thank you for the quick reply! That was the impression I got, but does it apply to smaller items as well (scarves, SLGs etc)? I'm not as concerned about not being able to add the purchases to my "spend" for quota bags as possibly hurting my current SA's feelings (as ridiculous as that sounds!)

Some people, including myself, has another profile under their partner/DH’s name. Mine is my home store and his is another state where he goes to at least twice a year (prepandemic). Is it possible for you to do that? He has to pay with his cc though. Otherwise I agree with what @momoc posted.

Oh that's an interesting workaround. I'll have to negotiate with the hubby - he's quite possessive of his account

 

[momoc]

Thank you for the quick reply! That was the impression I got, but does it apply to smaller items as well (scarves, SLGs etc)? I'm not as concerned about not being able to add the purchases to my "spend" for quota bags as possibly hurting my current SA's feelings (as ridiculous as that sounds!)


Oh that's an interesting workaround. I'll have to negotiate with the hubby - he's quite possessive of his account

If you and your SA are pretty open with each other you can always directly ask them what they think! I asked and that’s how I know that in my particular case my SA does not mind at all but my SM does a little - he will look at if clients bought stuff elsewhere when he approves bag allocations and prioritize people who keep spends at his store, which is understandable IMO. I suspect this kind of detail will vary a lot by SA / SM so the best way to get the answer most applicable to you would be to ask, if you think your SA can answer. I do think that *generally* speaking they are much less likely to mind small purchases than a big ticket item like jewelry or furniture or whatever.

Like @Ethengdurst said, the most common method to get around it is to have another profile - most commonly your SO’s - at the second store. There is some rumor of them potentially even checking home address to link profiles within a household but it’s just mumblings (for now at least I think?).

 

[DB8]

Not to excuse bad SA behaviour (some posted experiences are truly atrocious), but I can only imagine how stretched thin SA's are with demands from not only existing clients, but new clients that popped up during Covid. For those of you who are new to H during the last 1.5 years, my sympathies.

Covid has really changed things at H, as supply is diminished but demand is unprecedented. People are not traveling, bored and therefore spending a ton of money shopping. Add in the fact that a portion of these clients would normally do a lot of their H shopping internationally vs. locally, it means even less supply. At the 2 boutiques I shop at (Asia/North America), bags that use to be semi readily available are now waitlisted.

There was a brief moment where they seemed to be going through their inventory and dumping quota bags on whoever asked nicely (April - June 2020), but now it's swung in the other direction.

My 2 cents for people new to H and coveting B/K/C's - I'd wait until things die down and people start allocating funds elsewhere. Things will go back to normal.

 

[pasdedeux1]

Hi everyone, would love some advice from the wealth of experience you have with your respective H journeys. Basically I'll be moving to New York from another big city - I absolutely love working with my current SA and will be returning from time to time, but I anticipate needing to purchase things in NY as well. Has anyone successfully maintained parallel purchase histories in two locations at the same time, without it adversely affecting your relationship with your "original" SA?

I do maintain 2 profiles - with 2 different shipping addresses - in 2 locations because I split my time between two homes. Both SAs know the situation and I pretty much split spending with them both, plus I know the SM in the winter location well. It’s never been a problem for me, but I was with both stores before the pandemic and I don’t know if anything has changed.

 

[duggi84]

Not to excuse bad SA behaviour (some posted experiences are truly atrocious), but I can only imagine how stretched thin SA's are with demands from not only existing clients, but new clients that popped up during Covid. For those of you who are new to H during the last 1.5 years, my sympathies.

Covid has really changed things at H, as supply is diminished but demand is unprecedented. People are not traveling, bored and therefore spending a ton of money shopping. Add in the fact that a portion of these clients would normally do a lot of their H shopping internationally vs. locally, it means even less supply. At the 2 boutiques I shop at (Asia/North America), bags that use to be semi readily available are now waitlisted.

There was a brief moment where they seemed to be going through their inventory and dumping quota bags on whoever asked nicely (April - June 2020), but now it's swung in the other direction.

My 2 cents for people new to H and coveting B/K/C's - I'd wait until things die down and people start allocating funds elsewhere. Things will go back to normal.

Very well-said.

 

[parks11]

General question to the thread, is there even any recognition or way to maintain a relationship buying online only? I tend to buy a significant amount more online and always have hit or miss with SAs - so I would prefer to shift more qnd more online.

 

[momoc]

General question to the thread, is there even any recognition or way to maintain a relationship buying online only? I tend to buy a significant amount more online and always have hit or miss with SAs - so I would prefer to shift more qnd more online.

For the purpose of getting quota bag offers - generally speaking online purchase is not useful. They do still see your online purchase history (within the same country) and it is probably better than say, having no history anywhere online or in store (because it at least shows you purchase H stuff), but it’s probably unlikely that an SA will value online purchase (i.e. purchase that you did not make with them / through their store) more than they would value the same amount of purchase one of their clients spent with them at their store, earning them commissions, helping their sales target and KPIs and moving their store’s inventory. If you want a quota bag offer, the general advice is to shop with one SA, and that SA is the one capable of offering you a bag.

If you find it difficult to get some of the stuff you can get online in store & you don’t mind such spend not “counting” so to speak towards a quota bag offer, or even better if you aren’t thinking about getting a quota bag, then by all means grab what you want online! But to “maintain a relationship” is to maintain it with an SA via shopping with them.

(exceptions exist, some countries now is using a pure waitlist system, you can always get lucky, etc. but those would be more like exceptions than the rule)