Maintaining an H relationship

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Not to take away from anyone who is having problems or positives with their sa, I feel some of the issues discussed on this thread and others show a problem in training and overworking of h staff. I am hopeful by 2024 when new artisan workshops are running and this post covid spend craze dies down that things will stabilize. I am also naively hopeful h will listen and maybe become a bit for transparent even if that hurts people’s feelings.
+1 with overworked staff; really limited stock; and super high demand @Gal4Dior , I don’t think it is the SA playing you. I would not take it personally. She just doesn’t have the bandwidth for normal clients. Stores are inundated with VIPs ( while I have a strong relationship, I am not a VIP who gets tons of offers) and have to save limited appt slots and product for them. Sadly, for many of us who have to wait much longer, this is the new reality.

if I get too bummed, I make and eat some ice cream (homemade slows consumption) and avoid reading the 2022 offers or Paris threads for a bit lol

@cad33 , re below post, in my store, it’s not influencers. According to my Dior SA, during the month of August in NY , when locals are away, Uber wealthy enormous spenders from UAE, Middle East, are somewhat reliable fixtures on Madison Avenue. And, bc they didn’t visit during Covid, they are very happy to spend now. My SA apologized to me that he couldn’t make our appt last weekend, but I was happy for him that the reason was an enormous client before me. Lol.
 
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+1 with overworked staff; really limited stock; and super high demand. Stores are inundated with VIPs and have to save limited appt slots and product for them. Sadly, for many of us, this is the new reality.

To me this proves that new training is needed. I kind of do a sales job and to make my yearly goals i have to think 1-3 years ahead and invest in certain clients where I may not see a new account for 2 years. We know some of these supposed VIPs are influencers and resellers with a short lifespan- right now bc everyone wants h but next year they may go back chanel or dior. The sas need to balance the new short term clients and existing ones for longevity in h.
 
To me this proves that new training is needed. I kind of do a sales job and to make my yearly goals i have to think 1-3 years ahead and invest in certain clients where I may not see a new account for 2 years. We know some of these supposed VIPs are influencers and resellers with a short lifespan- right now bc everyone wants h but next year they may go back chanel or dior. The sas need to balance the new short term clients and existing ones for longevity in h.
The demand in some stores is really quite high and there just aren’t enough staff and product. This policy change occurred at my store this week. I hope they go back to appointments soon.
 
Not to take away from anyone who is having problems or positives with their sa, I feel some of the issues discussed on this thread and others show a problem in training and overworking of h staff. I am hopeful by 2024 when new artisan workshops are running and this post covid spend craze dies down that things will stabilize. I am also naively hopeful h will listen and maybe become a bit for transparent even if that hurts people’s feelings.
Sadly, if I’m H, I’m not changing a thing. Sales and profits are smashing the previous quarter’s record every time, despite the low inventory and frustrated customers. H knows what they are doing.
 
Sadly, if I’m H, I’m not changing a thing. Sales and profits are smashing the previous quarter’s record every time, despite the low inventory and frustrated customers. H knows what they are doing.
Exactly. Demand is so high that theres no need to worry about frustrated customers at the corporate level. Individual SAs may feel differently, especially if loyal customers who buy in harder to sell categories or are big spenders or have a long term relationship, stay away for a while. But demand is at an all time high and the products will sell regardless.
 
I hope someday I will, too, but I feel reminds me of being played. I don’t Like these feelings.
@Gal4Dior … please take some time off to balance your emotions. I can feel your frustration and betrayal from reading your posts and I would be the same if it happened to me. It’s no fun if you’re unable to enjoy all the H goodies you’ve bought but it’s not the tea cups or blankets fault.

Speak with the SM that you don’t feel like a valued long term client from their luxury brand and if this process will remain due to store policy. You can also go to a different H boutique and explain your situation to the SM and ask about starting a new relationship where the journey will not start from scratch. SM may be sympathetic and happy for new loyal clients …. Or say FU to H and enjoy other brands. Girl, you have the power to do whatever you want that makes you happy.

Go to the mirror and smile, you’ll feel better.
 
Some small good news that made me smile. I've been shopping at H since last November. My spend isn't very high, not even 1:1. I have always struggled slightly with my SA because she felt distant and hard to approach. She recently started notifying me via text (one that she's going on vacation and two of an embroidery event in my city). It's not much, but I feel like she's starting to want to form a relationship with me and that makes me happy!
 
Some small good news that made me smile. I've been shopping at H since last November. My spend isn't very high, not even 1:1. I have always struggled slightly with my SA because she felt distant and hard to approach. She recently started notifying me via text (one that she's going on vacation and two of an embroidery event in my city). It's not much, but I feel like she's starting to want to form a relationship with me and that makes me happy!

I do feel like it takes several visits/consist purchase for SAs to warm up to you. I think in a way it’s like a trial period to see if you are worthwhile client to grow, which I think is totally fair, one because they have to be efficient in terms RVU per unit time, and two I test out SAs in the same manner over a longer period of time to see if they are able to procure items I want, so it’s a two way street of sorts.
 
I do feel like it takes several visits/consist purchase for SAs to warm up to you. I think in a way it’s like a trial period to see if you are worthwhile client to grow, which I think is totally fair, one because they have to be efficient in terms RVU per unit time, and two I test out SAs in the same manner over a longer period of time to see if they are able to procure items I want, so it’s a two way street of sorts.
Yes, and I'm happy that I do feel that shift with her! I look forward to continuing building the H relationship with her :) Slowly but surely.
 
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How much do scarves (silk, cashmere) factor into the pre-spend? Aside from leather goods, I love H's scarves the most. I only have a couple so far but can see myself becoming slowly addicted... :love:
 
@Gal4Dior … please take some time off to balance your emotions. I can feel your frustration and betrayal from reading your posts and I would be the same if it happened to me. It’s no fun if you’re unable to enjoy all the H goodies you’ve bought but it’s not the tea cups or blankets fault.

Speak with the SM that you don’t feel like a valued long term client from their luxury brand and if this process will remain due to store policy. You can also go to a different H boutique and explain your situation to the SM and ask about starting a new relationship where the journey will not start from scratch. SM may be sympathetic and happy for new loyal clients …. Or say FU to H and enjoy other brands. Girl, you have the power to do whatever you want that makes you happy.

Go to the mirror and smile, you’ll feel better.

Thanks for all these kind words, unfortunately I don’t know the SM at my store. Also, I hate complaining, and haven’t done so ever throughout my journey. I know I don’t spend as much as foreign customers with big slush of funds. I know I’m not important in the big scheme of their business and why should they change their ways? They are so profitable! I just hate them being so obvious about it.


@SDC2003 do you know of any instances where the SM has been sympathetic? I don't see why they would care about me. I clearly don't drop a ton of cash like their other big spenders. I would see that I'm just pain trying to get a QB once a year or once over 2 years. I don't want a B or K for the status, I just really love how pretty they are. It's my style.

From my perspective- actions speak louder than words and if you make it this hard to shop and this hard for a bag I wish for, I don’t want to spend my energy on this anymore.

EDIED: Person quoted did not write words quoted
 
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To me this proves that new training is needed. I kind of do a sales job and to make my yearly goals i have to think 1-3 years ahead and invest in certain clients where I may not see a new account for 2 years. We know some of these supposed VIPs are influencers and resellers with a short lifespan- right now bc everyone wants h but next year they may go back chanel or dior. The sas need to balance the new short term clients and existing ones for longevity in h.
I totally agree with these points. I'm in a business where I cater to clients as a consultant. Sometimes they may not have a big contract to offer, but they have been long-time clients and will likely have other contracts available to bid on in the future, so you invest the time in pursuing contracts even at smaller value, as you know the pay out in the future will be worthwhile.

While some customers are willing to drop massive amounts of money now on H, and they are catered to first, come a change in global economics, namely a recession, they'll soon realize which will remain loyal and which will not. The pandemic was a big reason why they were dependent on local clients in the US sales, since major clients from abroad could not travel to the US. Now travel has opened up, including demand, so many people are out of luck. H just needs to be careful how they manage and subsequently burn these relationships.

My SAs at Gucci, LV, and Dior have said there have been a significant reduction in sales since tax season in the US. All the stimulus checks and unemployment checks - basically free money to supplement spending from clients - have virtually disappeared this year. Now there may be a worldwide recession in 2024.
 
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I think it’s a mixed bag. I have seen one person on YouTube claim she got a gog mini k from her boutique with about 1.5 spend. This was last month. Maybe she isn’t being forthcoming or maybe she has a transactional sa and was incredibly lucky. Maybe her sa hinted at what she needed to buy (Rtw and diamond earrings) and it was the end of month and the boutique needed to hit sales goals. Maybe the sm liked the client’s personality or the sa brings in high sales. This person based on what I have seen does not appear to be a potential long time regular client.

Of course logically if makes sense to prefer long term clients over short term ones, but some of us have seen it play out over and over haven’t we -where new clients who spend quickly and at higher dollar amounts gets offers before long time clients?

From a sales goal perspective, if you have a long time client who spends slow and steady and is loyal and a new one that is willing to spend a lot and quickly and may get out, what would you do? Wouldn’t it make sense from a sales perspective to give that new client what she or he has asked for and after they’re satisfied and knowing the long time client isn’t going anywhere then prioritize the old client?

Personally I think this is not a good way to do business long term because of the risk of annoying and irritating long time clients for the sake of increasing sales.

Anyway, who knows how it really works. There is some spend of course required and these days it’s not easy for any client it seems, but I have seen stories last year and this year of new clients getting second bag offers and they didn’t spend 3-5x. (And btw that significant spend since Covid is largely from the influx of new clients who are willing it seems to do things outside the norm like buy multiple profile items and then resell them on social media. Some of these are also people who are really in it to resell qb.) But these clients will spend 1-2x a bag within a couple months.

It’s a guessing game. Whatever the spend may be it’s not uniform and so whoever is waiting for a qb offer now has to be willing to trust the sa and the process and realize spend could go up and up.

I think it also heavily depends how the SA views you and how you fit within the brand, mixed in with luck. Cities seem to have different demand from what I’ve seen as well. It can be easier to purchase bags at specific locations, even in heavily populated metropolitan cities.

I saw a YouTube video of a woman who never made a purchase at Hermes, walk in and purchase a 30 gold Birkin. From the story and her excitement I don’t question the authenticity of her luck. But honestly it wasn’t surprising it happened to her at this location because she has a lovely personality and would be viewed as an ideal Hermes client.
 
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Thanks for all these kind words, unfortunately I don’t know the SM at my store. Also, I hate complaining, and haven’t done so ever throughout my journey. I know I don’t spend as much as foreign customers with big slush of funds. I know I’m not important in the big scheme of their business and why should they change their ways? They are so profitable! I just hate them being so obvious about it.

@Chanelandco I'm not that upset about the appointment change issue. That happens, but it sounds like I'm being sent to online appointment page and others may not have been, probably because I'm not a VVIP, and I have never been in a situation where I would find it difficult to come in for the sole purpose of spending money!

@SDC2003 do you know of any instances where the SM has been sympathetic? I don't see why they would care about me. I clearly don't drop a ton of cash like their other big spenders. I would see that I'm just pain trying to get a QB once a year or once over 2 years. I don't want a B or K for the status, I just really love how pretty they are. It's my style.

From my perspective- actions speak louder than words and if you make it this hard to shop and this hard for a bag I wish for, I don’t want to spend my energy on this anymore.
Well if you have a negative thought process on this it can only be expected that you might have a negative experience. It’s not just about money. Of course a high spending client may get more attention but it’s not always the case. There are plenty of clients who don’t spend crazy amounts and get bag offers. I thought maybe it was a rarity but I’ve seen more and more instances with long time clients. Sometimes they’re at the touristy boutiques and some are at the very competitive ones. I do know instances where management was sympathetic. Client didn’t get a bkc but a very highly coveted bag offer and walked away very happy. In another instance client didn’t advocate for a bag for herself hardly at all and was a bit shy. Client was later asked by manager how come the client never asks for anything and then asked what the client would like. Poof a couple months later dream bag of client’s choice. Client thought the whole time boutique didn’t care. There are plenty of clients who spend annually at a 1-2:1 rate. Maybe it’s a bit more now. Patience is the key and understanding that the process is unlike any other luxury experience. Seems like you don’t want to further engage and that’s totally fine. Everyone has a different level of tolerance and expectation.
 
Well if you have a negative thought process on this it can only be expected that you might have a negative experience. It’s not just about money. Of course a high spending client may get more attention but it’s not always the case. There are plenty of clients who don’t spend crazy amounts and get bag offers. I thought maybe it was a rarity but I’ve seen more and more instances with long time clients. Sometimes they’re at the touristy boutiques and some are at the very competitive ones. I do know instances where management was sympathetic. Client didn’t get a bkc but a very highly coveted bag offer and walked away very happy. In another instance client didn’t advocate for a bag for herself hardly at all and was a bit shy. Client was later asked by manager how come the client never asks for anything and then asked what the client would like. Poof a couple months later dream bag of client’s choice. Client thought the whole time boutique didn’t care. There are plenty of clients who spend annually at a 1-2:1 rate. Maybe it’s a bit more now. Patience is the key and understanding that the process is unlike any other luxury experience. Seems like you don’t want to further engage and that’s totally fine. Everyone has a different level of tolerance and expectation.
Thanks for your feedback.

First of all, I never had a negative thought process until I discovered things were not consistent with what my SA was telling me this week, so please don't lump me in that category nor assume I'd carry that forward to an SM. I've been nothing but polite and happy the times I've visited as I'm genuinely in love with this brand.

Also, of course I asked for B or K in certain colorways and sizes. My SA can't read my mind. I was never pushy, but that expectation was clear. I'm polite, but direct. There is absolutely nothing I feel I did wrong.

I don't want another coveted bag instead of B or K, and I was willing to wait, but if I'm getting my SA telling me even one offer of any other bag is a big deal, no thanks. I'm not willing to elevate it to the SM like I'm some person who is entitled to a bag, but all I ask is not to tell falsehoods or make it SO obvious I'm not important. It's just common human decency regardless of any type of interaction, retail or not.

It's not the patience as to the shady practices in which clients are getting bags over others. It's a big black box and I'm okay spending more if that was what my SA wanted, but there was no indication of doing that as I could not even schedule an appt with my SA for the last 5 months. There was never texts to hint I should buy things, it was always me asking for an appointment and no appointments available on the H appt links.

At the end of the day, this process is a game. Whether or not one chooses to participate it in it and be treated in a way they may not be most happy with is their choice. I did so, took my lumps, for multiple years. I'm just questioning if it's all worth it now.
 
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