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.

 

[waterlily112]

Hi ladies,

Just wonder how long does it take your SA to reply your text message usually? My SA was responsive at the beginning but it takes her a week to reply lately. Wondering if she was just too busy or don’t bother to keep the relationship with me.

I've had a SA like that. The thing is, she's not very good at keeping up with texts, to the point I thought she has ghosted me But every time I see her in person the experience has been great and she's really friendly, she even told me that she sometimes forget her work phone in the backroom because she was busy helping walk-in clients. One day she told me she's transferring to a boutique in another state and referred me to her colleague, but I ended up finding another SA that I like through random walk-in's, making small purchase (under $200) each visit to gauge the vibe. I'm happy with the SA right now, very responsive to texts and accommodating with my last minute appointment requests. It's perfectly okay to shop around for a SA if you're not 100% satisfied with the one you're dealing with now, since your likelihood of getting any offers greatly depends on him/her.

 

[hphile]

Hi ladies,

Just wonder how long does it take your SA to reply your text message usually? My SA was responsive at the beginning but it takes her a week to reply lately. Wondering if she was just too busy or don’t bother to keep the relationship with me.

You can always call the boutique that day to check if your SA is in. It's still the pandemic - SA's are getting sick, finally taking vacation, etc. 3 times I messaged + followed-up with my SA to no response, and then I called the boutique and they said the SA was on vacation or sick.

Also, my SA always responds faster if it happens to be the day she's in-store (couple hours after my text day-of). If you catch your SA on the day they're "off" (since they don't get weekends off usually, they might get some other random day off during the week), they come back with 100s of texts and it's easy to miss one of those. In that case, it might be several days later, and if after a week, I follow-up.

Usually shopping is not urgent so I think the above has always worked for me. I know it's frustrating but they're really busy! Good luck!

H needs to hire more SA's - but not sure that will work either because there's not enough bags to go around too, and that's clearly the highest demand still.

 

[lovebirkinbait]

Can any of you think of a reason that an SA’s text messages would show as “read” but they don’t respond? Are they possibly sharing phones now? My SA used to respond really quickly up until a week ago, now all texts I send just show as being read… I’ve received an “out of the store” auto reply to one and then the auto reply was off and I sent another message (always adding things I see and want to buy) but it was read and I’ve received no reply… I hope my SA is ok. She’s very sweet. But I’m wondering if there could be something else like she’s out sick and had to leave the phone and maybe someone else is opening the messages? I’m thinking wait a week and then call the store?

 

[SDC2003]

Hi ladies,

Just wonder how long does it take your SA to reply your text message usually? My SA was responsive at the beginning but it takes her a week to reply lately. Wondering if she was just too busy or don’t bother to keep the relationship with me.

Can any of you think of a reason that an SA’s text messages would show as “read” but they don’t respond? Are they possibly sharing phones now? My SA used to respond really quickly up until a week ago, now all texts I send just show as being read… I’ve received an “out of the store” auto reply to one and then the auto reply was off and I sent another message (always adding things I see and want to buy) but it was read and I’ve received no reply… I hope my SA is ok. She’s very sweet. But I’m wondering if there could be something else like she’s out sick and had to leave the phone and maybe someone else is opening the messages? I’m thinking wait a week and then call the store?

Every client relationship is different. There are so many factors concerning response and timeframes. Please stop overthinking the client sa relationship. It will just drive you crazy. The fact that you’re looking at read receipts already tells me you’re obsessing unnecessarily. You also have to consider what you’re texting to the sa. Are you just texting to just say hi? Sending multiple texts with multiple requests? Asking again about a bag? Do you actually purchase the items requested? Are you a serial returner? Have you ever sold items elsewhere that you’ve purchased? How long have you been a client? How much do you spend regularly? What’s the stock like in your store? As many know, stock is limited on so many items. Maybe she’s out on vacation. Maybe she is sick. Maybe she’s just tired of people texting her all day every day. This isn’t complicated. It also seems that sas aren’t responding when they don’t have an item. Or Maybe she’s hunting for the requested items and it’s taking time. If an sa doesn’t respond after an email, given current conditions with people who are buying everything in the store, give it a couple days or maybe a week. Send a followup. If no response decide whether you want to call or try again at a later time. If this isn’t the level of service you want then maybe it’s time to change sas or stop shopping H.

 

[lovebirkinbait]

Every client relationship is different. There are so many factors concerning response and timeframes. Please stop overthinking the client sa relationship. It will just drive you crazy. The fact that you’re looking at read receipts already tells me you’re obsessing unnecessarily. You also have to consider what you’re texting to the sa. Are you just texting to just say hi? Sending multiple texts with multiple requests? Asking again about a bag? Do you actually purchase the items requested? Are you a serial returner? Have you ever sold items elsewhere that you’ve purchased? How long have you been a client? How much do you spend regularly? What’s the stock like in your store? As many know, stock is limited on so many items. Maybe she’s out on vacation. Maybe she is sick. Maybe she’s just tired of people texting her all day every day. This isn’t complicated. It also seems that sas aren’t responding when they don’t have an item. Or Maybe she’s hunting for the requested items and it’s taking time. If an sa doesn’t respond after an email, given current conditions with people who are buying everything in the store, give it a couple days or maybe a week. Send a followup. If no response decide whether you want to call or try again at a later time. If this isn’t the level of service you want then maybe it’s time to change sas or stop shopping H.

For me, I buy everything that I ask for and I’m never just sending hi how are you - it’s hi how are you I’d love to buy this please… we do dozens of charge sends each week, I’m considered VIP and buy for my collection and to wear, not to return or resell… not pestering about bags, asking for silks and RTW and fine jewelry or home goods mostly… I’m not used to having to wait for a reply lol but I can be patient, just genuinely concerned if she’s ok or if some sort of policies changed with the phones

 

[acrowcounted]

For me, I buy everything that I ask for and I’m never just sending hi how are you - it’s hi how are you I’d love to buy this please… we do dozens of charge sends each week, I’m considered VIP and buy for my collection and to wear, not to return or resell… not pestering about bags, asking for silks and RTW and fine jewelry or home goods mostly… I’m not used to having to wait for a reply lol but I can be patient, just genuinely concerned if she’s ok or if some sort of policies changed with the phones

Dozens of charge sends every week? Maybe she’s trying to quietly tell you to slow down. And no offense but a VIP probably wouldn’t be complaining about a lack of service; the SM would step in to assist if something actually happened to the SA.

 

[lovebirkinbait]

Dozens of charge sends every week? Maybe she’s trying to quietly tell you to slow down. And no offense but a VIP probably wouldn’t be complaining about a lack of service; the SM would step in to assist if something actually happened to the SA.

Lol I don’t think my SA is trying to get me to slow down they were just offering me some big items last week prior to this but I passed - also if they work in sales what business is it of theirs to try to slow down someone who is buying? I have the SM’s and Managing Director’s contacts as well, but I would never think to overstep my SA and reach out to them directly… maybe if I don’t hear back for another week though?

 

[SDC2003]

Lol I don’t think my SA is trying to get me to slow down they were just offering me some big items last week prior to this but I passed - also if they work in sales what business is it of theirs to try to slow down someone who is buying? I have the SM’s and Managing Director’s contacts as well, but I would never think to overstep my SA and reach out to them directly… maybe if I don’t hear back for another week though?

You should absolutely continue to do as many charge sends as you like and complain if you’re not happy.

 

[momoc]

A general comment re: texts and not specific to anyone since we've had a couple different folks asking about it...just my personal experience and perspective...

Sometimes my SA texts me and I ghost her. She knows it's fine, either I'm busy or I'm not interested in the things she's sending me (I try to reply with "sorry not for me" most of the time but sometimes it slips through). This is perfectly fine and she will simply text me next time when she has something to ask, and like wise I won't hesitate to text her next if I find something I'm interested in. I enjoy shopping with her and always have a good time when I visit in store, and yes when we both have time we have friendly chats over texts, but both of us can be busy and we don't need instant replies or even one at all sometimes! (I work the same way with my non Hermes SAs too).

I think the important thing is to understand each other. I have learned that even when my SA doesn't reply when I send her things I am interested in, she will in fact keep an eye out regardless (I don't even know how she remembers considering the number of clients she has to juggle and the amount of different things each client must want!). Sometimes months later when I've forgotten about it myself she will be like "hey this thing you asked for just came in and I am reserving it for you!". Maybe she puts my name down for things that have been ordered so when they come to the store my name pops up, or maybe she just does some note taking herself...no idea, but the important thing is I've learned I can trust her.

So if you are someone who needs specific communication styles, perhaps bring that up with your SA (in person), be honest and set expectations, and be understanding of each other. As you shop with your SA more it should also come naturally. If you really really don't mesh with your SA, if somehow you are finding it a cause of unhappiness, then you can obviously try to find someone else.

Finally, some general points that have been made previously in this thread but perhaps won't hurt to highlight again:
- quota bag discussions are probably better in person than over texts/emails. There are some SAs who will happily discuss these via texts/emails, but there are also many who won't, whether it's store policy or personal preference. Again, talk with them and find out!
- in store clients normally take priority. If they are working with a client they probably aren't able to reply to texts; if they aren't working...well they aren't working and probably shouldn't be replying to texts! If I have to give a number for how long an SA takes to reply I think a week is a good rule of thumb. Give the store a phone call if you need something urgent, want to check up on your SA, need to schedule an appointment (some places also allow you to do it online now but apparently that system isn't working perfectly), etc.
- at the end of the day each relationship (so to speak) is different. It depends on your store, your SA's style and your style too. It really is a little ridiculous to be stressed about luxury shopping so much! Don't try to compare exactly with someone else in this thread and figure out what works best for you!

 

[lovebirkinbait]

A general comment re: texts and not specific to anyone since we've had a couple different folks asking about it...just my personal experience and perspective...

Sometimes my SA texts me and I ghost her. She knows it's fine, either I'm busy or I'm not interested in the things she's sending me (I try to reply with "sorry not for me" most of the time but sometimes it slips through). This is perfectly fine and she will simply text me next time when she has something to ask, and like wise I won't hesitate to text her next if I find something I'm interested in. I enjoy shopping with her and always have a good time when I visit in store, and yes when we both have time we have friendly chats over texts, but both of us can be busy and we don't need instant replies or even one at all sometimes! (I work the same way with my non Hermes SAs too).

I think the important thing is to understand each other. I have learned that even when my SA doesn't reply when I send her things I am interested in, she will in fact keep an eye out regardless (I don't even know how she remembers considering the number of clients she has to juggle and the amount of different things each client must want!). Sometimes months later when I've forgotten about it myself she will be like "hey this thing you asked for just came in and I am reserving it for you!". Maybe she puts my name down for things that have been ordered so when they come to the store my name pops up, or maybe she just does some note taking herself...no idea, but the important thing is I've learned I can trust her.

So if you are someone who needs specific communication styles, perhaps bring that up with your SA (in person), be honest and set expectations, and be understanding of each other. As you shop with your SA more it should also come naturally. If you really really don't mesh with your SA, if somehow you are finding it a cause of unhappiness, then you can obviously try to find someone else.

Finally, some general points that have been made previously in this thread but perhaps won't hurt to highlight again:
- quota bag discussions are probably better in person than over texts/emails. There are some SAs who will happily discuss these via texts/emails, but there are also many who won't, whether it's store policy or personal preference. Again, talk with them and find out!
- in store clients normally take priority. If they are working with a client they probably aren't able to reply to texts; if they aren't working...well they aren't working and probably shouldn't be replying to texts! If I have to give a number for how long an SA takes to reply I think a week is a good rule of thumb. Give the store a phone call if you need something urgent, want to check up on your SA, need to schedule an appointment (some places also allow you to do it online now but apparently that system isn't working perfectly), etc.
- at the end of the day each relationship (so to speak) is different. It depends on your store, your SA's style and your style too. It really is a little ridiculous to be stressed about luxury shopping so much! Don't try to compare exactly with someone else in this thread and figure out what works best for you!

I’ve had this too where I point out runway shows or upcoming pieces etc and then forget… then my SA surprises me when I go in and they ordered it and it’s got stickers with my name on the box and I had forgotten about it! …but I still buy because I only ask for things I genuinely want. My SA and I have been texting for more than a year nonstop back and forth about wants / likes / offers / what the store has ordered and what is coming in their buy etc and we’ve never gone a whole week without texting… until now lol oh the suspense. Can’t wait to hear what’s been going on! I truly do spend way too much time shopping and thinking about shopping

 

[lala_retro]

I thought a while before writing this but really want to know if anyone else is experiencing the same. Since receiving my first Birkin earlier this year, my SA has basically ignored me. And when we did speak, she actually made me feel guilty for sending a follow up text (which she has told me many times to do). Let’s be clear, I’m not asking for bags and I know she is busy - but when I text, they go unanswered for weeks and weeks. When I do get a response we never actually resolve any requests and then the cycle repeats itself. I’ve never returned anything, have never had an appointment that didn’t result in thousands spent and am always appreciative for what she has been able to get for me. Has anyone experienced the same? You finally get an offer and then they are done with you? Is it a new strategy, like get everyone on the list a Birkin and then come back around? Shopping really shouldn’t be this hard …

It's hard to tell what's going on based on digital communication alone. How is your experience shopping in person with her since your bag offer? Does she seem the same as before or less enthusiastic/helpful?

I was offered earlier this year as well, and made it a point to pop into the store with my new bag a couple of weeks after to make purchases just to show my SA that I'm not a reseller (i.e. I'm putting the bag into use), and I'm not one of those people that get a bag and then bounce. Then I pretty much resumed my monthly store visits. She was never super responsive to texts before; fastest is usually one day, and that is almost exclusively to confirm date/time for appointments, mostly I'm just left on read when I inquire about item availability (not QB or any leather category). She is always very attentive and pleasant during our in-person appointments, and usually would apologize for not responding to text because she's been very busy (I feel like she really hasn't stopped being busy since November).

I think as long as your in-person experience is still good, being ignored in text might be your SA's way of telling you to just pop in if you want something.

Hi ladies,

Just wonder how long does it take your SA to reply your text message usually? My SA was responsive at the beginning but it takes her a week to reply lately. Wondering if she was just too busy or don’t bother to keep the relationship with me.

1-2 days to confirm appointments, leaves me on read for most other texts (item availability). I've only caught her "live" on text one time, and that was to do a charge send order for an item she had in stock (I was too lazy to make the drive).

I have stopped asking about item availability over text, as most things don't seem to be in stock, and my SA doesn't really remember what I asked for on text (and obviously doesn't write them down anywhere). She would usually pull up my text stream when I'm there in person to "refresh" herself on items I asked for. She does remember stuff I ask for in person though, so I pretty much just accumulate a list for when I'm in the store.

Can any of you think of a reason that an SA’s text messages would show as “read” but they don’t respond? Are they possibly sharing phones now? My SA used to respond really quickly up until a week ago, now all texts I send just show as being read… I’ve received an “out of the store” auto reply to one and then the auto reply was off and I sent another message (always adding things I see and want to buy) but it was read and I’ve received no reply… I hope my SA is ok. She’s very sweet. But I’m wondering if there could be something else like she’s out sick and had to leave the phone and maybe someone else is opening the messages? I’m thinking wait a week and then call the store?

if the text was to inquire about availability of an item, I'd interpret that as your SA doesn't have that item in stock. If it was to ask about QB availability, I'd take that as no QBs available to you at this time. If it was to set an appointment, I would send a follow up text in 3-5 days because I take that to mean the SA saw the text and forgot to respond.

 

[Hikitten]

Just want to share my experience as like many on here I have had my ups and downs with my SA.

A little over a year ago I had to switch SAs. My previous SA was great. She would suggest items she thought I would like and tried getting me bags I wanted but in the end I never bought a bag from her but lots of lovely items I love. With my new SA who is also lovely and helps me find what I want at times she has been unresponsive to the point where I thought she ghosted me. I had seen her in March and though I know she had some weeks holiday had not heard from her again until May. From this I mean I wrote to her maybe twice and never got a reply. And these were messages about an appointment which is the only reason I would write to my SA. Such as I’d like to come in this day as I have off and interested in looking for shoes or whatever.
finally she got back to me in the end of May and we made an appointment. At that appointment she had held a pair of mules I had been asking about and I had no idea she had done this. Which shows she had been paying attention to my messages. They didn’t work out but she ended up ordering another pair of shoes online for me to pick up later. I ended up buying a few pieces I had been wanting that I don’t think she remembered me asking but I got lucky with stock that day. When I came back to pick up the shoes she had also transferred in a belt I wanted which was great. At that point she tells me she has a surprise for me. Turns out she offers me a bag on my wish list. I had no idea. In the end I turn it down and she finds me a bag the following week that suits me better.

In the end my point is my SA is fantastic. But she gets so busy she can’t always respond and I don’t blame her. I think it’s the work structure. I would not want to be on floor all day and then respond to emails and put things on hold after my shift. And even now after getting the bag she hasn’t responded to me about an issue I have with a return. So I don’t take it too hard now because I know she has worked hard for me and I know she’s value me as a client (ie getting me the bag, invites to client events). And that where I really appreciate the luxury experience. Of course I’d like to be able to walk in when ever I want and buy what I want but we know it’s not like that anymore.

 

[lala_retro]

Just want to share my experience as like many on here I have had my ups and downs with my SA.

A little over a year ago I had to switch SAs. My previous SA was great. She would suggest items she thought I would like and tried getting me bags I wanted but in the end I never bought a bag from her but lots of lovely items I love. With my new SA who is also lovely and helps me find what I want at times she has been unresponsive to the point where I thought she ghosted me. I had seen her in March and though I know she had some weeks holiday had not heard from her again until May. From this I mean I wrote to her maybe twice and never got a reply. And these were messages about an appointment which is the only reason I would write to my SA. Such as I’d like to come in this day as I have off and interested in looking for shoes or whatever.
finally she got back to me in the end of May and we made an appointment. At that appointment she had held a pair of mules I had been asking about and I had no idea she had done this. Which shows she had been paying attention to my messages. They didn’t work out but she ended up ordering another pair of shoes online for me to pick up later. I ended up buying a few pieces I had been wanting that I don’t think she remembered me asking but I got lucky with stock that day. When I came back to pick up the shoes she had also transferred in a belt I wanted which was great. At that point she tells me she has a surprise for me. Turns out she offers me a bag on my wish list. I had no idea. In the end I turn it down and she finds me a bag the following week that suits me better.

In the end my point is my SA is fantastic. But she gets so busy she can’t always respond and I don’t blame her. I think it’s the work structure. I would not want to be on floor all day and then respond to emails and put things on hold after my shift. And even now after getting the bag she hasn’t responded to me about an issue I have with a return. So I don’t take it too hard now because I know she has worked hard for me and I know she’s value me as a client (ie getting me the bag, invites to client events). And that where I really appreciate the luxury experience. Of course I’d like to be able to walk in when ever I want and buy what I want but we know it’s not like that anymore.

I feel like the H way of shopping essentially forces you to be patient. I used to want immediate responses when I text SAs, now I'm just like, ah whatever, if she doesn't reply the store probably doesn't have it, ad if it's not in stock, it wasn't meant to be XD

 

[880]

they come back with 100s of texts and it's easy to miss one of those

The fact that you’re looking at read receipts already tells me you’re obsessing unnecessarily. You also have to consider what you’re texting to the sa. Are you just texting to just say hi? Sending multiple texts with multiple requests? Asking again about a bag? Do you actually purchase the items requested? Are you a serial returner? Have you ever sold items elsewhere that you’ve purchased? How long have you been a client? How much do you spend regularly? What’s the stock like in your store? As many know, stock is limited on so many items. Maybe she’s out on vacation. Maybe she is sick. Maybe she’s just tired of people texting her all day every day. This isn’t complicated. It also seems that sas aren’t responding when they don’t have an item.

we do dozens of charge sends each week, I’m considered VIP

both of us can be busy and we don't need instant replies

my SA surprises me when I go in and they ordered it and it’s got stickers with my name on the box and I had forgotten about it! …but I still buy because I only ask for things I genuinely want.

In the end my point is my SA is fantastic. But she gets so busy she can’t always respond and I don’t blame her. I think it’s the work structure. I would not want to be on floor all day and then respond to emails and put things on hold after my shift.

Agree with all this ^ I have a great relationship with my SA, but I dont obsess or take it personally if some texts on either side go unanswered.That includes sometimes a delay with charge sends if he cannot locate the item yet or isn’t available to initiate. I do notice that H SAs would rather wait to text when they have good news. During Covid, I thought work phones didn’t go home with SAs.

@SDC2003, Ive been told unofficially, that the Boutique would prefer not to do as many charge sends. That’s bc sometimes the merchandise has to be sourced from another location, and they prefer to sell what is on their floor first. If it’s an item in the store, they prefer to reserve for walk in or in person appointment clients. I’ve actually witnessed client meltdowns when there is insufficient stock in the store, so I can understand this. JMO of course, and YMMV.

An SA on shift is expected to prioritize walk ins and in person appts over texts, even to VIPs. A dozen charge sends might have been possible during Covid, but it might be harder now. I’ve been to H recently and it is crazy busy. I would personally try to consolidate multiple weekly charge sends or try to make the orders during an in person appt, bc H is so understaffed. So, the SA being super busy on shift might account for some delay in email text response. My SA is also a supervisor, and he doesn’t have much down time.

 

[lovebirkinbait]

I have a great relationship with my SA, but I don’t obsess or take it personally if some texts on either side go unanswered.
That includes sometimes a delay with charge sends if he cannot locate the item yet or isn’t there to initiate.

i do know that the Boutique managers unofficially prefer not to do charge sends. If the merchandise has to be sourced from another location, it’s bc they prefer to sell what is on their floor first. And, if it’s an item in the store, they prefer to reserve for walk in or in person appointment clients. An SA on shift is expected to prioritize walk ins and in person appts, and I’ve been recently and H is crazy busy. They are also somewhat understaffed. So, the SA being super busy on shift might account for some delay in email text response. Since my texts are pretty minimal, my SA will respond on his days off, but he knows I don’t need that. JMO

I haven’t been in person in maybe a month+ and don’t have the time to go in person (I only go in person for quota bags or events), but when I went it really wasn’t busy… I was thinking things had slowed down? Maybe not though or it was just me going at an off time? Also, re: the charge sends they never said anything to me that they didn’t prefer that - there was one item that was an issue because a store didn’t want to allow a charge send, but my SA and SM managed to get it for me anyway (last in the company fine jewelry piece)… but also, when I am there for my QB’s and shopping in person they simply don’t have a ton of things available for me to buy… at least not the things I really want. How else could a client keep shopping if they took away charge sends lol