Maintaining an H relationship

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

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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.
I've talked to some friends in Asia who also shop in Hermes a lot. They said that their SAs gave them expected timelines like I had... So, I guess there're some regional variations and differences in how SAs work with the clients....
 
I've talked to some friends in Asia who also shop in Hermes a lot. They said that their SAs gave them expected timelines like I had... So, I guess there're some regional variations and differences in how SAs work with the clients....
Hermes is Asia is really easier to work with. Once you shown them the money…ahem…commitment, loyalty….they work within timelines. Although recently it’s more difficult due to the influx of new customers. Does not apply to more established customers.
 
@DME, I hope that you might consider starting a thread on the role of data generated by SA relationships and the brand.

When I googled this topic, some studies by consulting companies came up. They seemed to imply that direct electronic purchases were essential for the growth of luxury companies. But, for premier luxury to maximize each visit, it seems like this would hinge on the in store SA relationship. I think the potential for growth lies in between, but I don’t know enough about this area :)
 
@DME, I hope that you might consider starting a thread on the role of data generated by SA relationships and the brand.

When I googled this topic, some studies by consulting companies came up. They seemed to imply that direct electronic purchases were essential for the growth of luxury companies. But, for premier luxury to maximize each visit, it seems like this would hinge on the in store SA relationship. I think the potential for growth lies in between, but I don’t know enough about this area :smile:
Retail isn’t my area of expertise, but both it and data are a passion, so I do love to read all the articles, books and studies I can get my hands on! I do think there’s a push for online merchandising, which is why the houses seem to fall one by one. This is taking decades, not years, mind you, and they haven’t all taken the plunge, or the plunge in full, but it is fascinating for me to watch as this unfolds. The science behind shopping is fascinating. Even something as simple as how stores are laid out is rooted in data. For example, most shoppers go right when entering a store, so retailers put thought into product placement because of this. And this thread on maintaining a relationship? It’s of particular interest because I think there’s a lot of science behind it, on both the SA and the customer side, and from both the data and the behavioral standpoints. Without posters realizing it, I think this entire thread boils down to nothing more than data analysis. Yes, I am embracing my inner nerd!

I’ll put some thought into what a thread about data and the brand would look like. If you, or others who are interested, have suggestions on what might be a good focus (outside of data generally), please let me know.
 
Hi All,

I’d love some advice. I’ve been shopping with Hermes since late August, first purchase was on vacation, and I ended up going to my home boutique and shopping through that boutique + have been very faithful to a single SA since then.

Since August, I’ve been stopping by pretty regularly and shopping across a lot of categories (homeware, makeup, shoes, silks). I really like my SA, and she let me know she was going to go on vacation from mid October until end of October. Last week, I texted her asking about some more homewares, and the store manager texted me back to let me know that my SA will actually be out until the beginning of 2024 and if I wanted to be paired with another SA.

What’s the best course of action here? I know that loyalty to an SA is key, but at the same time, I don’t know how long she’ll be out. Should I talk to the store manager?
 
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Hi All,

I’d love some advice. I’ve been shopping with Hermes since late August, first purchase was on vacation, and I ended up going to my home boutique and shopping through that boutique + have been very faithful to a single SA since then.

Since August, I’ve been stopping by pretty regularly and shopping across a lot of categories (homeware, makeup, shoes, silks). I really like my SA, and she let me know she was going to go on vacation from mid October until end of October. Last week, I texted her asking about some more homewares, and the store manager texted me back to let me know that my SA will actually be out until the beginning of 2024 and if I wanted to be paired with another SA.

What’s the best course of action here? I know that loyalty to an SA is key, but at the same time, I don’t know how long she’ll be out. Should I talk to the store manager?
I am relatively new to Hermès and would definitely defer to all the members of this forum who have been with the house for years, but...it sounds as if your current SA will be out for as long as you've been working with them (two months). If there are items that you'd like to purchase while they are out, you should definitely ask to be paired with another SA. While I understand that fostering a relationship with an SA is one component of your relationship with the house, your purchases are another component. Assuming you are interested in a B or K at some point, the SM will be looking at your purchase history as well as hearing from your SA. On the other hand, if you love your SA and having nothing you want to purchase in the next two months, you could wait for their return.
Again, JMO and other wiser and more experienced members may have better advice.
 
New to the brand and went in today to see some things and start a relationship. A SA greeted me when I walked in and said to ask if there was anything I was interested in. I let her know what I wanted in home goods and while she was helping me I tried to chat her up but she wasn’t very chatty. Felt like a no nonsense kind of person. I’m not sure we really connected at all. The store ended up not having what I wanted. The home goods item she said she could put me on a waitlist for and a RTW item she said she needed to order. She created a profile for me and said she would text me if she’s able to get them.
Since I agreed to the profile and the wait list, does this mean that this is my SA and I’m locked in? I was hoping for a SA that would be more chatty that would give me more of their opinions. Is it going to hurt me to check out another local store that’s actually much larger and see if I can find someone else I click with or should I just stick with this one and try and draw her out to give me her opinions more? Should I pivot early or just stay the course and build on this relationship.
Apologies for the rambling.
 
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New to the brand and went in today to see some things and start a relationship. A SA greeted me when I walked in and said to ask if there was anything I was interested in. I let her know what I wanted in home goods and while she was helping me I tried to chat her up but she wasn’t very chatty. Felt like a no nonsense kind of person. I’m not sure we really connected at all. The store ended up not having what I wanted. The home goods item she said she could put me on a waitlist for and a RTW item she said she needed to order. She created a profile for me and said she would text me if she’s able to get them.
Since I agreed to the profile and the wait list, does this mean that this is my SA and I’m locked in? I was hoping for a SA that would be more chatty that would give me more of their opinions. Is it going to hurt me to check out another local store that’s actually much larger and see if I can find someone else I click with or should I just stick with this one and try and draw her out to give me her opinions more? Should I pivot early or just stay the course and build on this relationship.
Apologies for the rambling.
I think it’s early enough in the game for you to find another sa you feel comfortable with. I bought from a few different sa before I settled down with one.
 
Hi All,

I’d love some advice. I’ve been shopping with Hermes since late August, first purchase was on vacation, and I ended up going to my home boutique and shopping through that boutique + have been very faithful to a single SA since then.

Since August, I’ve been stopping by pretty regularly and shopping across a lot of categories (homeware, makeup, shoes, silks). I really like my SA, and she let me know she was going to go on vacation from mid October until end of October. Last week, I texted her asking about some more homewares, and the store manager texted me back to let me know that my SA will actually be out until the beginning of 2024 and if I wanted to be paired with another SA.

What’s the best course of action here? I know that loyalty to an SA is key, but at the same time, I don’t know how long she’ll be out. Should I talk to the store manager?

Your timescale is very short 40-50 days, not even 4 to 5 months.
If the store manager has contacted you directly, of course you should talk;
that is the association you should be cultivating anyway.
This SA you have already used might never return.
 
New to the brand and went in today to see some things and start a relationship. A SA greeted me when I walked in and said to ask if there was anything I was interested in. I let her know what I wanted in home goods and while she was helping me I tried to chat her up but she wasn’t very chatty. Felt like a no nonsense kind of person. I’m not sure we really connected at all. The store ended up not having what I wanted. The home goods item she said she could put me on a waitlist for and a RTW item she said she needed to order. She created a profile for me and said she would text me if she’s able to get them.
Since I agreed to the profile and the wait list, does this mean that this is my SA and I’m locked in? I was hoping for a SA that would be more chatty that would give me more of their opinions. Is it going to hurt me to check out another local store that’s actually much larger and see if I can find someone else I click with or should I just stick with this one and try and draw her out to give me her opinions more? Should I pivot early or just stay the course and build on this relationship.
Apologies for the rambling.
You must do what you 'feel' is right for you.
'went in today . . . to start a relationship'
it seems the wrong approach to me; you have read too much and that is preventing you from being a natural/spontaneous shopper.
'Hoping for a SA that would be more chatty. . . give more of their opinions'
You are going shopping, not having coffee and a natter with a friend.
That SA might just have been respectful to you and not felt it appropriate as a stranger to be offering you her/his opinions so soon.

We all differ, but I would want time to trust that the opinion of an SA was in my best interest rather than to swing a sale.
 
I think it’s early enough in the game for you to find another sa you feel comfortable with. I bought from a few different sa before I settled down with one.
That's good to know. I thought buying from different SAs would make them think I'm not committed.
You must do what you 'feel' is right for you.
'went in today . . . to start a relationship'
it seems the wrong approach to me; you have read too much and that is preventing you from being a natural/spontaneous shopper.
'Hoping for a SA that would be more chatty. . . give more of their opinions'
You are going shopping, not having coffee and a natter with a friend.
That SA might just have been respectful to you and not felt it appropriate as a stranger to be offering you her/his opinions so soon.

We all differ, but I would want time to trust that the opinion of an SA was in my best interest rather than to swing a sale.
Reading the forum has definitely influenced how I went in today. I'm not used to shopping with a SA so after reading some relationships others have, I was in the mindset of a friend who I'm shopping with. It's definitely a different experience. Will keep an open mind though.
 
100% agree. Seriously, at this price point, one should never feel pressure to buy. It’s the SAs job to present possibilities; tempt; entice; what have you. The better the relationship, the presented items become more tailored to your individual taste. You don’t owe an SA a purchase ever. There are times that I’ve gone and assumed I’d buy some items, that ended up not working out for me (so no purchase). There are other times that I’ve gone in just to say hello, and I’ve come out having spent a bundle. if your SA knows your taste and presents the perfect things to you, then you both come out ahead. If you buy something because you are pressured or FOMO, then you won’t be a happy client going forward, nor will you have advanced an accurate sense of your taste and preferences to your SA. You won’t be doing anyone, or your relationship, any favors.

ETA: I am 55 and have been shopping for many decades. If I don’t know my taste or how to communicate my preferences to an SA by now, I just shouldnt pull out my CC. My test is, do I adore it so much that I will walk out of the store wearing it on my body. If I don’t, then I don’t buy. I believe that this attitude really strengthens my SA relationships even if it means I say no more than I say yes. BTW, this is also why I strongly prefer not to pre order look book. I just can’t tell from the little pics. If my SA strongly believes I
Hi All,

I’d love some advice. I’ve been shopping with Hermes since late August, first purchase was on vacation, and I ended up going to my home boutique and shopping through that boutique + have been very faithful to a single SA since then.

Since August, I’ve been stopping by pretty regularly and shopping across a lot of categories (homeware, makeup, shoes, silks). I really like my SA, and she let me know she was going to go on vacation from mid October until end of October. Last week, I texted her asking about some more homewares, and the store manager texted me back to let me know that my SA will actually be out until the beginning of 2024 and if I wanted to be paired with another SA.

What’s the best course of action here? I know that loyalty to an SA is key, but at the same time, I don’t know how long she’ll be out. Should I talk to the store manager?
The timeframe is short. If you want gifts for the holidays, I would tell the SM while you like your SA very much you did want to buy some gifts for the holidays. Otherwise I would wait until she’s back and if she doesn’t come back ask the SM to be reassigned.
 
I’m locked in?
Nope, you can try out as many SAs as you like. For most, this is the only way you can figure out if you will enjoy shopping
I pivot early
Trust your instincts, but at the same time, I agree with the comments below
I bought from a few different sa before I settled down with one.
agree 100%.
If the store manager has contacted you directly, of course you should talk;
that is the association you should be cultivating anyway.
This SA you have already used might never return.
Agree
You are going shopping, not having coffee and a natter with a friend.
That SA might just have been respectful to you and not felt it appropriate as a stranger to be offering you her/his opinions so soon.
Agree 100%. Just bc we use the word relationship, it doesn’t have to be warm and fuzzy to get what you want or to understand your aesthetic. I also want to add, at Maison and flagships, H SAs are not always the warmest very early on. They’re tired of the constant clamor for Bags, and they want to see who will stay the course even after a bag is attained. And, if the SA who helps you is in leather, or is relatively senior, they are more likely to have access to the best offers, and they may be even more wary initially.

@st3llb3ll , there is a LONG lead time on homeware. I’ve been waiting 18 plus months for mine
If the manager has contacted you, I advise having a discussion and or placing your order now. It’s your relationship with the SM and store that needs to be exclusive, not to an SA who may leave. (I have friends who have been through multiple SAs (bc the SAs have left). Ultimately, very little impact.
 
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Hi All,

I’d love some advice. I’ve been shopping with Hermes since late August, first purchase was on vacation, and I ended up going to my home boutique and shopping through that boutique + have been very faithful to a single SA since then.

Since August, I’ve been stopping by pretty regularly and shopping across a lot of categories (homeware, makeup, shoes, silks). I really like my SA, and she let me know she was going to go on vacation from mid October until end of October. Last week, I texted her asking about some more homewares, and the store manager texted me back to let me know that my SA will actually be out until the beginning of 2024 and if I wanted to be paired with another SA.

What’s the best course of action here? I know that loyalty to an SA is key, but at the same time, I don’t know how long she’ll be out. Should I talk to the store manager?
Why don’t you ask the SM? Ask him if you are being served by 2 SAs, how would it impact your shopping, offers on quota bag and others, etc. If he tells you, no impact (I’m quite sure, otherwise he would not text you) then u carry on your shopping.
 
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That's good to know. I thought buying from different SAs would make them think I'm not committed.

Reading the forum has definitely influenced how I went in today. I'm not used to shopping with a SA so after reading some relationships others have, I was in the mindset of a friend who I'm shopping with. It's definitely a different experience. Will keep an open mind though.
Buying from different SAs will make them think you’re not committed….but you actually aren’t committed so thats accurate. I think you are expecting far too much out of a first interaction with someone. Those of us who talk about chatty relationships with SAs making recommendations and asking about our family members etc have been shopping with our SAs for years, sometimes decades. Of course it wasn’t like that on day one. I would put weight on wether the SA seemed knowledgeable about the products and was eager/able to help source said products which it sounds to me like this SA was. But no, you aren’t locked in. ”Having an SA” isn’t a formal thing.
 
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