Maintaining an H relationship

[papertiger]

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

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[Etriers]

I think the other thing people need to keep in mind is that Hermes has created this system and hysteria over their product and then dropped their Sales staff in the middle without proper supports.

At a high luxury store, SAs should not be frantically trying to respond to other customers when they are tending to an in person client. Their focus should be solely on the person in front of them. And Hermes could easily rectify this by either establishing a rule - SAs will not respond to texts that address anything beyond an appt request or by simply giving their staff an hour at the beginning of each shift to address the electronic needs of their clients.

But the company doesn’t seem to do that. And you have to ask yourself why. (See my comment with respect to hysteria above)

I suppose they assume their associates are adults and should figure out how to manage their time and clients. If I were an SA, I would resent being prevented from engaging with my clients during store hours, and organizing my time efficiently. My SA has hundreds of clients to deal with and I have never once seen him frantic or frazzled. Actually, I have never seen an SA in my home store frantic or frazzled. What others have observed may have more to do with individual SA maturity and experience.

Also, as a long-term H client, I simply shop. I have never been hysterical or participated in hysteria. Of course H and other luxury retailers have systems for promoting and distributing products. Covid has also created supply-chain problems across every industry. If not getting this or that bag makes certain women hysterical, I’m guessing that those are not customers that H is probably all that interested in anyway.

 

[880]

The relationship is not just the money you spend. It’s also about having fun; trying new things; and keeping an open mind. Last night, at a brunello holiday dinner, I met a regualr H customer who was wearing a great punk chaine d’Ancre double necklace. I originally dismissed this as not my taste when I saw it in the boutique last summer. But, seeing it in the wild changed my mind. So, my SA said he would pull different ones for us so we can experiment to see if any work on me. If DH or SA don’t think something works on me, they’ll say so. They sometimes have a better sense of what suits me than I do. And, if I love any of the proposed pieces, then it will be a fun find! Even if none of them work, it’s not a waste of time.

someone, in this thread or another one (maybe chanel RTW) , said they don’t like to dress up to shop. I don’t see the point of wearing stuff thats hard to remove if you are trying on RTW. But, I do think it’s important for an SA, especially if you don’t know one well, to get a sense of your style and your preferences. all that helps them to figure out what they can show you. So, in that sense, how you present yourself can help the relatio ship function in an optimal fashion.

 

[EllenTsai]

someone, in this thread or another one (maybe chanel RTW) , said they don’t like to dress up to shop. I don’t see the point of wearing stuff thats hard to remove if you are trying on RTW. But, I do think it’s important for an SA, especially if you don’t know one well, to get a sense of your style and your preferences. all that helps them to figure out what they can show you. So, in that sense, how you present yourself can help the relatio ship function in an optimal fashion.

I think that’s great idea! Then SA will have a better idea to pull something out of the drawers that fits.
Hermes just have soooo many styles/ combos it’s difficult to navigate without a ‘librarian’

 

[WhiteBus]

I think the other thing people need to keep in mind is that Hermes has created this system and hysteria over their product and then dropped their Sales staff in the middle without proper supports.

At a high luxury store, SAs should not be frantically trying to respond to other customers when they are tending to an in person client. Their focus should be solely on the person in front of them. And Hermes could easily rectify this by either establishing a rule - SAs will not respond to texts that address anything beyond an appt request or by simply giving their staff an hour at the beginning of each shift to address the electronic needs of their clients.

But the company doesn’t seem to do that. And you have to ask yourself why. (See my comment with respect to hysteria above)

Hermes did not or has not created the hysteria.
That is a product of social media, as is also the expectation of an immediate response to a text or email.

'At a high luxury store, SAs should not be frantically trying to respond to other customers when they are tending to an in person client. Their focus should be solely on the person in front of them'

That is such a good point and so is the idea that Hermes could create ground rules for what is reasonable for its staff. It should not be necessary, but unfortunately is a reflection of the self-centred expectations of some clients.

 

[maxroxxherhandbags]

The relationship is not just the money you spend. It’s also about having fun; trying new things; and keeping an open mind. Last night, at a brunello holiday dinner, I met a regualr H customer who was wearing a great punk chaine d’Ancre double necklace. I originally dismissed this as not my taste when I saw it in the boutique last summer. But, seeing it in the wild changed my mind. So, my SA said he would pull different ones for us so we can experiment to see if any work on me. If DH or SA don’t think something works on me, they’ll say so. They sometimes have a better sense of what suits me than I do. And, if I love any of the proposed pieces, then it will be a fun find! Even if none of them work, it’s not a waste of time.

someone, in this thread or another one (maybe chanel RTW) , said they don’t like to dress up to shop. I don’t see the point of wearing stuff thats hard to remove if you are trying on RTW. But, I do think it’s important for an SA, especially if you don’t know one well, to get a sense of your style and your preferences. all that helps them to figure out what they can show you. So, in that sense, how you present yourself can help the relatio ship function in an optimal fashion.

You are singing from my hymn-sheet!
Shopping should be joyful! fun! inspiring and relaxed.
Its not only about the spend (at least not in my world)Its about the interaction and building trust and loyalty.
Back on topic I'm sure Hermes SA dont enjoy serving people who only want bags and contrive a 'relationship' in order to secure that bag.
A real client -SA relationship is enjoyable, a voyage of discovery built on trust and mutual respect
NOT based on a suspicion that the SA is withholding items from said client or buying strategically with the SA's commission in mind.

 

[Justlikewhatilike]

You are singing from my hymn-sheet!
Shopping should be joyful! fun! inspiring and relaxed.
Its not only about the spend (at least not in my world)Its about the interaction and building trust and loyalty.
Back on topic I'm sure Hermes SA dont enjoy serving people who only want bags and contrive a 'relationship' in order to secure that bag.
A real client -SA relationship is enjoyable, a voyage of discovery built on trust and mutual respect
NOT based on a suspicion that the SA is withholding items from said client or buying strategically with the SA's commission in mind.

haha….it is difficult as we all know SAs withhold items from clients as items are limited….additionally, it is really true that SAs are happy to sell high commission items, at least in Asia.

 

[880]

haha….it is difficult as we all know SAs withhold items from clients as items are limited….additionally, it is really true that SAs are happy to sell high commission items, at least in Asia.

My aunt and mom have had residences in Singapore (before ciovid, they would go for medical treatment and shopping and recreation) and also Manila. They said Asia is a totally different world in terms of luxury shopping (and from what they said. It seems much easier to develop retail relationships in the US, where I have faith my SA will go to bat for me with his SM to get what I want) My cousin who loves luxury shopping said no one would help him in Manila, IDKW. I have no persoral experience, but it sounds more transactional/high spend in Asia. JMO from what I’ve been told though.

BTW, I didn’t mean to imply my SA ignores me and texts other clients. All I meant to communicate is if I’m trying on stuff or mentally figuring out what I want. and my SA has some time, I don’t begrudge her being efficient and multitasking (for example answering an incoming text)

edit in response to below: if you have high spend and some patience and get what you want, that should mean some client satisfaction IMO

 

[maxroxxherhandbags]

My aunt and mom have had residences in Singapore (before ciovid, they would go for medical treatment and shopping and recreation) and also Manila. They said Asia is a totally different world in terms of luxury shopping (and from what they said. It seems much easier to develop retail relationships in the US, where I have faith my SA will go to bat for me with his SM to get what I want) My cousin who loves luxury shopping said no one would help him in Manila, IDKW. I have no persoral experience, but it sounds more transactional/high spend in Asia. JMO from what I’ve been told though.

So glad I don't live and work there !

 

[Justlikewhatilike]

My aunt and mom have had residences in Singapore (before ciovid, they would go for medical treatment and shopping and recreation) and also Manila. They said Asia is a totally different world in terms of luxury shopping (and from what they said. It seems much easier to develop retail relationships in the US, where I have faith my SA will go to bat for me to get what I want) My cousin who loves luxury shopping said no one would help him in Manila, IDKW. I have no persoral experience, but it sounds more transactional/high spend in Asia. JMO from what I’ve been told though.

From my personal observation, high spend is foundation to get what you what. Even so, most people are unsatisfied in one way or another.

 

[Justlikewhatilike]

My aunt and mom have had residences in Singapore (before ciovid, they would go for medical treatment and shopping and recreation) and also Manila. They said Asia is a totally different world in terms of luxury shopping (and from what they said. It seems much easier to develop retail relationships in the US, where I have faith my SA will go to bat for me with his SM to get what I want) My cousin who loves luxury shopping said no one would help him in Manila, IDKW. I have no persoral experience, but it sounds more transactional/high spend in Asia. JMO from what I’ve been told though.

BTW, I didn’t mean to imply my SA ignores me and texts other clients. All I meant to communicate is if I’m trying on stuff or mentally figuring out what I want. and my SA has some time, I don’t begrudge her being efficient and multitasking (for example answering an incoming text)

edit in response to below: if you have high spend and some patience and get what you want, that should mean some client satisfaction IMO

If u see on social media, u will find that people are not fully satisfied. For example, someone may have the most coverted b or k, but won’t get a picotin/mini Evelyn/Calvi duo that they wanted. Others may get the most coveted scarf, twillies, shoes, etc but not get the b or k that they exactly want.

time is money, if there is high spend , I don’t expect to wait for a long time. Unfortunately, it is also true that at times a high spender also have to wait a long time for the exact item they want. Eg waited 5 months for a bearn compact wallet…waited 9 months and counting for a piece of FJ. And we all know that if the items don’t arrive for customer to take delivery, the customer doesn’t qualify for a QB.

 

[WhiteBus]

haha….it is difficult as we all know SAs withhold items from clients as items are limited….additionally, it is really true that SAs are happy to sell high commission items, at least in Asia.

This raises the issue of where you are. It always seems important to read posters' accounts in the knowledge of where they live.
Although Hermes is a French company, this forum does seem dominated by US American experience, where the lack of transparency, of what customers seem to think they need to do, is greatest.
Asia seems to be the most direct. You get told if you spend that amount I can sell you this.
Europe is the best place where being a valued shopper has the greatest sway. It is also covered by the best sale of goods regulations.

 

[Justlikewhatilike]

This raises the issue of where you are. It always seems important to read posters' accounts in the knowledge of where they live.
Although Hermes is a French company, this forum does seem dominated by US American experience, where the lack of transparency, of what customers seem to think they need to do, is greatest.
Asia seems to be the most direct. You get told if you spend that amount I can sell you this.
Europe is the best place where being a valued shopper has the greatest sway. It is also covered by the best sale of goods regulations.

I think in quite a number of pages back, someone mentioned that in Europe the SAs do not earn commissions. So it’s a different system for them.

nonetheless, it is still difficult to satisfy everyone because when stocks arrive at the store, SAs either need to snatch for their clients the popular items or SM will distribute to SAs so that everyone gets them to sell to some of their clients. I have even heard that some have a lottery system so the customer would get lucky if their SA “won” the lottery and gets the item to sell. Each store could have 20 to 30 SAs….each SA maybe 40 to 100 clients? I dunno…..Different systems at different countries again.

So, it is really really difficult to get completely what I wanted from a single store and a single SA.

 

[880]

I think in quite a number of pages back, someone mentioned that in Europe the SAs do not earn commissions. So it’s a different system for them.

nonetheless, it is still difficult to satisfy everyone because when stocks arrive at the store, SAs either need to snatch for their clients the popular items or SM will distribute to SAs so that everyone gets them to sell to some of their clients. I have even heard that some have a lottery system so the customer would get lucky if their SA “won” the lottery and gets the item to sell. Each store could have 20 to 30 SAs….each SA maybe 40 to 100 clients? I dunno…..Different systems at different countries again.

So, it is really really difficult to get completely what I wanted from a single store and a single SA.

i seem to recall, as per @acrowcounted and others, in other threads, that due to a banner selling year, stock levels have slowed or stopped until 2022. But, in general, it’s always been my understanding, from more than one source, with respect to chanel or hermes, that there are sales goals, not commission per item per se, and that coveted QB isn’t commission, but rather to the house. In the threads I’ve read, that rule is the same in Asia, but there are so many huge spenders there, that yes, an SM may have to essentially lottery out some bags; impose more stringent limitations (like chanel CF); or demand spend x to get y.

where relationship to the store comes into play is that an SA can make the best case to their SM for a specific client with a strong purchase history across categories that weigh heavily towards sales goals. (the SA would essentially be your advocate to the SM).

I’m sure if I’ve inadvertently misstated or misconstrued the process, someone more knowledgeable as to this issue will chime in (or correct me) as the case may be.

Given the state of my current collection, and my close proximity to a home flagship, I’m happiest sticking to my local SA, with judicious supplements from preloved for heritage or discontinued styles or patinas. My SAs, across premier brands, have worked hard to help me get what I want, bc weve gotten to know each other via my regular spend. But, everyone probably has different ways to get what they want.

 

[EllenTsai]

I’m so surprised that Chanel CF has become something one need SA relationship to get
I remember walking into Chanel Manchester Selfridges maybe 5 years ago and just getting one and walking into one of the Singaporean boutique and just getting the Choupette CF

 

[Jenlee12]

Hi everyone!

I’m new to the Hermes journey too and trying to build a relationship with a SA here in Australia. I went into Hermes store for the first time the other day and got served by a SA (each customer get assigned a SA upon walkin, whoever’s available first). I feel my SA is an introvert thus we didn’t talk much outside me asking for opinions in choosing different items. My SA was quite friendly and helpful throughout in checking stock availability in store for me to try on. I ended up buying a number of things from him (on all the items i want eg homewares, scarf, etc).Those that are not available he would place an order or offered to note them all on my profile for me. The thing is though, upon me asking if it would be him who would help me find them, he said an Hermes administrator will keep track and notify me when they’re available in store. Is that normal? There are a few other items i want to check out and ask if i could book in an appointment to see him next time he simply said “it is hard to match schedule, whoever here would be able to show me”. He didn’t give me his business card as well as we walk out. I’m very confused. Does he not want me as a client? I’m pretty sure he wasn’t unhappy throughout the encounter.
Just want to hear your thought on this scenario. Could it be because this is my first time in store so they’re not keen to build a relationship yet? Anyhow, it was lovely to have my first experience with him and i look forward to my next trip to check out other items I’ve missed, Hermes quality is just too good to say no to.
Thanks!