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.

 

[Nerja]

Agree with @Helventara and @jimmyshoogirl if I’m not sure, I don’t buy. At any price point.
Sometimes, I go back a few times if I am unsure. My SAs and my wallet appreciate this approach.
As per Helventara, of course, there are reasonable, legitimate returns. But, what the average customer
considers reasonable is not the same as what the SA may consider reasonable. One‘s profile
reflects your SA/SMs perception of your entire history relative to others.

I agree with @880 , @jimmyshoogirl and @Helventara ! For me, I have learned my lesson not to have RTW sent to me unless I have already tried it on, or my SA and I are certain of the correct sizing after trying on my "normal" Hermés size in the boutique. Since my boutique is out of state, I contact my SA to find out if the boutique will get in RTW items I am interested in trying on. As I travel to the boutique city several times a year to visit family it is not difficult to wait until the items I would like to try come in. If one of those items doesn't fit me in my "normal" size, my SA will either pull it for me and ship it when it does arrive or try to find it for me from another boutique if my boutique either has already sold my size or they will not receive it. The second option at least for me is very iffy, due to all of the reasons that have been discussed above.

 

[shopinlovet]

I asked about exchanging belt sizes a few posts back, but also wanted to include some info! I purchased a belt for my colleague and he needed a size up. They had just gotten a fresh shipment of belt straps for the size he needed. A different SA spoke to my SA and said to her “it’ll show a negative on your record because the new straps are not inputted to the system yet but don’t worry about it”. So I wonder if SAs also get dinged for something their customer returned ?

Omg that’s insane. You’re just exchanging a size that would fit the person better. It’s not like an actual return and they lost the commission. I find that crazy that they’ll get a ding for that. That’s a very strict rule for them.

 

[Deleted 793791]

I have a question. I've been shopping at Madison quite regularly since August. I get along with my SA (and I really, really like my SA a lot). My SA and I had a solid plan that I would 'hopefully' get a B30 (just a regular one) by the end of October and men's Kelly bag [which is not considered a quota bag] by the end of November. But, the SA changed the words recently that "let's hope to get the B30 by mid-November" [since it's not in the store yet] and that I probably will not get the men's Kelly bag until the new year. [Is it really necessary to wait for men's bag?] So, I am a bit disheartened. Is my case common? I know some will say that YMMV. But, I have never bought any quota bag yet, and had already spent more than $33,000 [before taxes] across various categories at Hermes.

I need your advice: Is my relationship with the SA really OK? Am I just played? Am I missing anything? Is my case common? What's the best way to handle this other than "just waiting and spending more"? [Please don't get me wrong; I really love Hermes and this is the only brand that I shop and will continue to shop.] Thank you for your help in advance.

 

[acrowcounted]

I have a question. I've been shopping at Madison quite regularly since August. I get along with my SA (and I really, really like my SA a lot). My SA and I had a solid plan that I would 'hopefully' get a B30 (just a regular one) by the end of October and men's Kelly bag [which is not considered a quota bag] by the end of November. But, the SA changed the words recently that "let's hope to get the B30 by mid-November" [since it's not in the store yet] and that I probably will not get the men's Kelly bag until the new year. [Is it really necessary to wait for men's bag?] So, I am a bit disheartened. Is my case common? I know some will say that YMMV. But, I have never bought any quota bag yet, and had already spent more than $33,000 [before taxes] across various categories at Hermes.

I need your advice: Is my relationship with the SA really OK? Am I just played? Am I missing anything? Is my case common? What's the best way to handle this other than "just waiting and spending more"? [Please don't get me wrong; I really love Hermes and this is the only brand that I shop and will continue to shop.] Thank you for your help in advance.

It’s really bad form for an SA to give date deadlines like this. It just doesn’t work that way and they should know better than to lead a client on like that. I’m guessing in your case that your SA wasn’t intentionally being misleading, but they just don’t have any kind of meaningful control over when inventory arrives nor which bags go to which clients to the point where they should be making “month” promises like this. My advice is going forward, simply interpret her timelines as “soon” vs “not for a while”. So if you spoke to her today and she said “hopefully by Thanksgiving” I’d think “ok she’s working on it and it will happen hopefully somewhat soon”. If today she said “hopefully in the new year” I’d take that to mean “this isn’t a priority for my SA so probably not going to happen anytime soon if ever”. JMO.

 

[A bottle of Red]

It’s really bad form for an SA to give date deadlines like this. It just doesn’t work that way and they should know better than to lead a client on like that. I’m guessing in your case that your SA wasn’t intentionally being misleading, but they just don’t have any kind of meaningful control over when inventory arrives nor which bags go to which clients to the point where they should be making “month” promises like this. My advice is going forward, simply interpret her timelines as “soon” vs “not for a while”. So if you spoke to her today and she said “hopefully by Thanksgiving” I’d think “ok she’s working on it and it will happen hopefully somewhat soon”. If today she said “hopefully in the new year” I’d take that to mean “this isn’t a priority for my SA so probably not going to happen anytime soon if ever”. JMO.

But for the kind of money spent, shouldn't it be a priority?
Or do ppl at Madison spend so much that $33,000 isn't considered a lot there?

 

[acrowcounted]

But for the kind of money spent, shouldn't it be a priority?
Or do ppl at Madison spend so much that $33,000 isn't considered a lot there?

It’s unclear to me whether OP has spent that entire sum at Madison. Their post history suggests they shopped in CT prior to that. It typically takes a few beats for a store to “believe” that a client has switched loyalty for real. Also, it looks like perhaps OP was looking for a different size bag originally? Regardless they have only been shopping with thier Madison SA since august. The SA is going to have clients who have been waiting longer with similar spends and clients they just know better from working with for years/decades. Also, an SA can’t offer a bag they don’t have no matter how much they like a client. All these reasons are why an SA should never give an indication of timeline until the offer is actually in hand and being made.

 

[880]

Is my case common?

Yes

simply interpret her timelines as “soon” vs “not for a while

Yes . Think of her like a contractor for a gut renovation. If the deadline is in May, plan for November. If your stone mason says I guarantee all the work will be done by August 29, don’t be surprised if he skips out to take his family to Greece and you end up crossing your fingers for one bathroom before the holidays.

Madison spend so much that $33,000 isn't considered a lot the

33K is a lot anywhere, but there are lots of clients who spend that much during each visit. I’m assuming the 33K is exclusive of leather

good luck!

ETA: Agree with @acrowcounted , if a client just started shopping in August 2023, and expects a B30 by October, it’s unlikely. Perhaps the SA is new and the SM granted some leeway, like the first client you get who passes x milestone gets the next QB, ETA Oct. But, at Madison, it’s equally likely that another new client c9mes in and spends double. Th8ngs change. The SA cannot control all the factors. IMO

ETA: if you’re at the point where you ‘qualify’ for a bag, simply shop as you please. Don’t tie shopping with the bag. It will just frustrate. Don’t focus simply on spend. If Corporate, the SM, and the SA see you as a lifestyle client with potential to grow /spend across different metiers, then that can also count for a lot.

 

[Deleted 793791]

@acrowcounted and @880 - Thank you! I knew you two are always responsive and provide great suggestions!! Thank you!

 

[tinkerbell68]

Think of her like a contractor for a gut renovation. If the deadline is in May, plan for November. If your stone mason says I guarantee all the work will be done by August 29, don’t be surprised if he skips out to take his family to Greece and you end up crossing your fingers for one bathroom before the holidays.

Ha ha! We are in the middle of a major remodel and this paragraph totally resonates!

To stay OT: patience is not just a virtue but a necessary character trait when shopping with Hermès. Our SAs have only so much control and while they want to get us our HG bag because they want to foster a strong relationship, they are competing with other SAs and have other clients and have to convince the SM, etc. As I told my SA during our last appointment when she apologized for not having the perfect bag for me yet, 'I can only carry one bag at a time and I am patient.'

 

[Bdbunny]

Think of her like a contractor for a gut renovation. If the deadline is in May, plan for November. If your stone mason says I guarantee all the work will be done by August 29, don’t be surprised if he skips out to take his family to Greece and you end up crossing your fingers for one bathroom before the holidays.

LMAO!

simply interpret her timelines as “soon” vs “not for a while”.

Great way to look at it. And agree they should not give specific time deadlines.

'I can only carry one bag at a time and I am patient

I am in awe of your patience and self control because you have been offered some pretty amazing bags!!

I am definitely not good at waiting! Lately I’ve been playing H slots! Whatever they happen to have available in the stockroom that day!

 

[bethr202]

Maybe a stupid question but how is potential to grow/spend more in the future thought about or measured by SAs?

 

[smoothsailor]

Maybe a stupid question but how is potential to grow/spend more in the future thought about or measured by SAs?

You have many bags you want and can bear with the nonsense of journey in store.

 

[880]

Maybe a stupid question but how is potential to grow/spend more in the future thought about or measured by SAs?

This is measured by Premier luxury brands marketing divisions and communicated/codified to SAs through directives and sales goals. It is generally considered easier to grow an existing SA client relationship to fulfill sales goals than to sell a single one time purchase to a one of, walk in. The brands can and do track the trajectory and type of consumer spending. The most desirable client is the aspirational lifestyle client (not necessarily the most wealthy) with the potential to grow their spend into different and higher categories on a regular basis. The most reliable client is one who buys RTW bc these clients come in multiple times a year and spend substantial amounts on themselves, not just seasonal or occasional gifts. The high net worth client is also given special treatment bc of their potential to spend.

One of the primary goals of luxury retail is how to personalize the client’s luxury SA relationship and experience towards the brand as a whole. One would think the most important aspect is the SA as first point of contact and essentially the brand ambassador. With a brand like Hermes, most likely a prospective client has formed perceptions about the brand before even entering a store for the first time. Can the brand through the SA persuade the client, not only to buy one specific item, but also that the inclusion and purchase of many of the brand’s products will substantially advance the lifestyle to which the client aspires. Of course, this thread specifically is how the client can maintain and grow the SA relationship in order to obtain the single item . The brand itself isn’t concerned so much with the sale of its most popular bag (which sells itself) but rather with clients who can be convinced that buying the clothes, homeware, jewelry, accessories, and sports gear are part and parcel of their lifestyle.

 

[DME]

Yes . Think of her like a contractor for a gut renovation. If the deadline is in May, plan for November. If your stone mason says I guarantee all the work will be done by August 29, don’t be surprised if he skips out to take his family to Greece and you end up crossing your fingers for one bathroom before the holidays.

I know you’re in the middle of a gut renovation, which is probably what spurred you to make this analogy, but I have to say it couldn’t be more spot on. Luckily my SA has never provided specific months/dates on anything I’ve asked for that she had to source for me, and that includes my B, but I agree with you and @acrowcounted to never think of any H ask as final until you have the item in hand. (For me, it’s almost more when the credit card has been swiped and that receipt is in hand because then I know it’s mine. But I’m a worrier. )

 

[DME]

This is measured by Premier luxury brands marketing divisions and communicated/codified to SAs through directives and sales goals. It is generally considered easier to grow an existing SA client relationship to fulfill sales goals than to sell a single one time purchase to a one of, walk in. The brands can and do track the trajectory and type of consumer spending. The most desirable client is the aspirational lifestyle client (not necessarily the most wealthy) with the potential to grow their spend into different and higher categories on a regular basis. The most reliable client is one who buys RTW bc these clients come in multiple times a year and spend substantial amounts on themselves, not just seasonal or occasional gifts. The high net worth client is also given special treatment bc of their potential to spend.

One of the primary goals of luxury retail is how to personalize the client’s luxury SA relationship and experience towards the brand as a whole. One would think the most important aspect is the SA as first point of contact and essentially the brand ambassador. With a brand like Hermes, most likely a prospective client has formed perceptions about the brand before even entering a store for the first time. Can the brand through the SA persuade the client, not only to buy one specific item, but also that the inclusion and purchase of many of the brand’s products will substantially advance the lifestyle to which the client aspires. Of course, this thread specifically is how the client can maintain and grow the SA relationship in order to obtain the single item . The brand itself isn’t concerned so much with the sale of its most popular bag (which sells itself) but rather with clients who can be convinced that buying the clothes, homeware, jewelry, accessories, and sports gear are part and parcel of their lifestyle.

Perhaps this is an oversimplification of everything you write here (which is very insightful, by the way!), but as a mathematician who has been working in the field of data analytics since before that became a household term, I think it all boils down to exactly that: The data. And that’s so easy to be had these days because everything we do is easily tracked. Credit card swipes, loyalty cards and consumer profiles are just a few ways this is done. I have no idea of the inner workings of how H or other retailers track consumer spending, either holistically or individually, but there‘s a reason why you see targeted ads any time you use Google, or Target just happens to send a coupon for something you’ve just run out of, or a retailer flags items you’ve visited on their site and tells you they’re running low (don’t get me started on that lie; discussion for another day/thread). But bottom line: Data makes it so easy for retailers to model potential future spend and this likely feeds into how relationships are cultivated.