Maintaining an H relationship

[papertiger]

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

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[acrowcounted]

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

This is the struggle that everyone is currently going through, but the fact remains that charge sends (from other stores) are a time sink and a PITA that SAs and SMs are moving further away from. “Dozens of charge sends a week” honestly sounds like a nightmare and I’d bet your SA is burnt out from it (though they’re mostly too polite to tell clients directly, hence the ghosting or lack of text replies that so many are noticing). It’s kind of turning into a “here’s what we’ve got in stock today, if you’re not interested try again later” approach.

 

[lovebirkinbait]

This is the struggle that everyone is currently going through, but the fact remains that charge sends (from other stores) are a time sink and a PITA that SAs and SMs are moving further away from. “Dozens of charge sends a week” honestly sounds like a nightmare and I’d bet your SA is burnt out from it (though they’re mostly too polite to tell clients directly, hence the ghosting or lack of text replies that so many are noticing). It’s kind of turning into a “here’s what we’ve got in stock today, if you’re not interested try again later” approach.

Oh I hadn’t thought of it that way! I just honestly thought they do have times that it’s quiet at the store and they want to meet their sales goals. I’m going to flat out ask her and the SM what they’d prefer next time we speak.

 

[acrowcounted]

Oh I hadn’t thought of it that way! I just honestly thought they do have times that it’s quiet at the store and they want to meet their sales goals. I’m going to flat out ask her and the SM what they’d prefer next time we speak.

Also charge sends are work for your home store without much reward as the sending store gets credit for the sale which helps them earn bonuses and more budget for bag orders. Most H employees I’ve encountered don’t like to talk about the “back of house” stuff and will just say whatever the client expects or whatever is polite customer service (ie in the US they say “buying other things isn’t required for a birkin offer” “oh yes we can definitely put you on a list for that” and they won’t talk about commission structures or how best to buy, we’ve seen this a lot with SAs saying it’s not a problem to shop online or that they don’t mind when you shop at a different store while on vacation, when we know for a fact it should be avoided and the SAs are just giving the answer that’s good for the company even though it’s bad for the customer). Maybe I’m biased but I feel there is more honest info from this forum than from putting the SM on the spot with a question they don’t want to answer. IMO she is trying to answer this question for you subtly by not replying to you immediately and hoping you will take the hint. I highly suspect that if you ask them bluntly if they are ok with you making charge sends from other stores all the time, their answer will be along the lines of “what? Oh yes of course that’s fine! I mean sometimes it takes a little more effort…and we are always worried that the item won’t come through…and sometimes we have to call the other store 3 or 4 times to get them to ship it and it can take weeks…but yes, of course we can do a charge send, it’s part of the job!” which any thinking person should translate into “no, dear, please don’t”

 

[lovebirkinbait]

Also charge sends are work for your home store without much reward as the sending store gets credit for the sale which helps them earn bonuses and more budget for bag orders. Most H employees I’ve encountered don’t like to talk about the “back of house” stuff and will just say whatever the client expects or whatever is polite customer service (ie in the US they say “buying other things isn’t required for a birkin offer” “oh yes we can definitely put you on a list for that” and they won’t talk about commission structures or how best to buy, we’ve seen this a lot with SAs saying it’s not a problem to shop online, when we know for a fact it should be avoided and the SAs are just giving the answer that’s good for the company even though it’s bad for the customer). Maybe I’m biased but I feel there is more honest info from this forum than from putting the SM on the spot with a question they don’t want to answer. IMO she is trying to answer this question for you subtly by not replying to you immediately and hoping you will take the hint. I highly suspect that if you ask them bluntly if they are ok with you making charge sends from other stores all the time, their answer will be along the lines of “what? Oh yes of course that’s fine! I mean sometimes it takes a little more effort…and we are always worried that the item won’t come through…and sometimes we have to call the other store 3 or 4 times to get them to ship it and it can take weeks…but yes, of course we can do a charge send, it’s part of the job!” which any thinking person should translate into “no, dear, please don’t”

Oh wow. Also, when I said “dozens of charge sends” - I didn’t really intend it as all orders I place are true charge sends. I shop remotely via text for 99% of purchases and if I’m placing dozens of orders, some of them come from my home store and some are shipped from other stores around the country. It’s not intentional at all that I’m searching out items that my home store doesn’t have. Now, what I also do is show them upcoming items I would like and the SM places it as part of their store’s buy so in the future hopefully little to no true charge sends from other stores.

 

[acrowcounted]

Oh wow. Also, when I said “dozens of charge sends” - I didn’t really intend it as all orders I place are true charge sends. I shop remotely via text for 99% of purchases and if I’m placing dozens of orders, some of them come from my home store and some are shipped from other stores around the country. It’s not intentional at all that I’m searching out items that my home store doesn’t have. Now, what I also do is show them upcoming items I would like and the SM places it as part of their store’s buy so in the future hopefully little to no true charge sends from other stores.

Yep, this is how we all are shopping these days. Though I suspect there will be a lot of over promising and under delivering when the deliveries start to roll in. Anticipating a lot of “I know we ordered that for you but somehow it hasn’t come in yet!” excuses while seeing the same item all over social media (because again, honest transparency isn’t a huge concern for this company.) Should be interesting.

 

[lovebirkinbait]

Yep, this is how we all are shopping these days. Though I suspect there will be a lot of over promising and under delivering when the deliveries start to roll in. Anticipating a lot of “I know we ordered that for you but somehow it hasn’t come in yet!” excuses while seeing the same item all over social media (because again, honest transparency isn’t a huge concern for this company.) Should be interesting.

That’s the feeling in a nutshell! When I see things available online and I want it, I’m texting my SA like “should I order?? or do you def have it coming in?” SA has always told me if it’s a hot item (Ex shearling Chypre, shearling Oran) order online if I see it, but my SA is also transparent and used to be very quick to respond “it’s in our buy and should be here for you if you want to wait!”

 

[haute okole]

Please always remember that the human beings that we always refer to as SAs are people with families, feelings, opinions, etc. Just because you spend money, does not make one a VIP. Manners, respect, grace and consideration go a long way in the relationship. I truly adore my friend at Hermes and I am fairly sure that when I walk through the door, he is happy to see me. The golden rule applies at Hermes too. An Hermes shopping obsession is something that SAs are familiar with, but are quite unpleasant for them to deal with.

 

[fabdiva]

Please always remember that the human beings that we always refer to as SAs are people with families, feelings, opinions, etc. Just because you spend money, does not make one a VIP. Manners, respect, grace and consideration go a long way in the relationship. I truly adore my friend at Hermes and I am fairly sure that when I walk through the door, he is happy to see me. The golden rule applies at Hermes too. An Hermes shopping obsession is something that SAs are familiar with, but are quite unpleasant for them to deal with.

Well said. I love my SA and that wouldn't change if he never offered me another bag. Being kind and genuine goes a long way. SAs are not our servants and shouldn't be treated as such.

 

[loh]

Please always remember that the human beings that we always refer to as SAs are people with families, feelings, opinions, etc. Just because you spend money, does not make one a VIP. Manners, respect, grace and consideration go a long way in the relationship. I truly adore my friend at Hermes and I am fairly sure that when I walk through the door, he is happy to see me. The golden rule applies at Hermes too. An Hermes shopping obsession is something that SAs are familiar with, but are quite unpleasant for them to deal with.

I agree 1000%. The golden rule always applies.

Btw, I think your original unedited post hit the nail on the head.

 

[haute okole]

I agree 1000%. The golden rule always applies.

Btw, I think your original unedited post hit the nail on the head.

Lol! I think Hermes should have this sign over the door, "DON'T BE A PITA."

 

[lala_retro]

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.

I’m intrigued, please do share this meltdown story!

 

[lovebirkinbait]

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.

Also just wanted to clarify I’m not asking for a dozen different orders in a week (just approximately a dozen items - some from their store and some they have to order) and I am easy breezy if it’s available that’s fine, if not cest la vie - no pressure to my SA for anything, not even bags. If it’s meant to be it will be. My SA previously showed me the charge send process and how she tracks things down, sees stock and availability etc and they made it seem like it was an easy task for them (except for one piece which I said I guess it’s not meant to be - then they surprised me with it almost a year later, I guess the other store wanted to hold for some time then finally accepted a charge send because it didn’t sell and I did still want it)… I also treat my SA like a friend and bring treats when I do visit in person it’s like a hugging reunion lol *but no real hugs during covid time… I’m just genuinely concerned if they are ok going MIA. I do have my SA’s private contact details outside of the work phone, but I will give it another week before trying to reach out again *just clarifying my own personal situation

 

[lovebirkinbait]

I’m intrigued, please do share this meltdown story!

I’ve witnessed a meltdown and someone being escorted out of the store! It was embarrassing to watch.

 

[880]

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

I don’t think they officially will ever say openly that they are against charge sends. especially to a client who prefers to shop that way. They can also sometimes source from the warehouse. But the H business model is based on getting clients in the store in person to buy what the boutique has purchased. Its also my private opinion that this is emphasis on IRL client visits is why the website is so frigging difficult lol.

The stores are physically packed with clients. I had to wait 40 minutes for my appointment on A Saturday in the Summer which was shocking to me. Pre-covid, all Madison Avenue boutiques used to be dead in the summer. (I gave up and just look my mens side item that was reserved for me home without seeing my SA. I was thrilled for him that he was so busy during what is historically dead empty lol)

i believe that while my SA gets credit for a charge send from another store that decides to cooperate, (my SA’s name is on the receipt, my store does not.

i also know at chanel, while my SA is fine with doing a request to transfer or charge send for me, (its an occasional thing only) it requires a lot of extra work on her part. She has to send multiple email requests and sometimes horsetrade. I’ve also heard another SA flat out tell a different client to her face that they cannot transfer stock due to scarcity. . . I scurried away bc it was the exact same item.

ETA: wrote this before seeing the above responses from @acrowcounted, @haute okole etc.

 

[lala_retro]

I’ve witnessed a meltdown and someone being escorted out of the store! It was embarrassing to watch.

Ohhh why? Because of QBs or no stock?