Maintaining an H relationship

[papertiger]

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

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[Bdbunny]

the sending store is delaying in the hopes that one of their local clients buys it

YES! I met an SA when I popped into a store while on vacation and a couple days later he texted me a FJ item that was supposedly on hold for a NYC client. He said that if I wanted it, they would prioritize their own clients (as in me?!) and sell it to me. He knows I do not live locally, and in fact, I AM a NYC client! I passed on it, but thought, boy I would hate to be that NYC client if I did buy that item!!

I also think still depends on your relationship with them and how long you have been working together.

the more and more you establish yourself as a long term client, the more your SA will likely go out of their way to assist with these more niche items and they will likely be more responsive.

Agree with this. The more you work with an SA and get to know each other, the interactions become more natural and frequent and your SA will be more responsive and helpful. I text my long distance SA styling pictures and he frequently texts me new stuff that comes in, which usually turns into a convo about other stuff happening in our lives, vacation plans etc. I am also very careful about mentioning any items because last time I sent him a picture of something and asked, what do you think about this? I got a text a few days later saying, I had it transferred! Should I send you the payment link? (it's en route to me right now!)

My question is is this typical? Just want to have realistic expectations.

While it appears to be typical in H world, I personally don’t think it’s ok.

@nikotama , I agree with @OnlyModa that even though it seems typical, it should not be. I don't think you're asking for anything unreasonable and I do think your SA should've sent you a response in regards to your question about an item that was ordered. It could be that you're still building your relationship with her (not necessarily in terms of spend, but because 3 visits is not a ton of time to get to know someone.) But I also think there are good SAs and not so good SAs. I mean, it might not be you- it could be your SA just isn't very good at her job! I mean, isn't her job to sell you stuff and follow up on things you've ordered/purchased? Even if if the answer is no, not here yet, she could've texted that. I had a nonresponsive SA once and it made for a very unhappy shopping experience. That person is no longer my SA and in fact, I rarely shop in that location anymore due to that experience. I understand SAs are inundated with text messages all day long, and I understand when a question about the availability of an item of interest is unanswered because it's not available. But I think it's a different situation when inquiring about an item that you've ordered and paid for, and just want to know "where's my stuff?" I hope you can work it out with your SA but if the nonresponsiveness continues after a couple more visits, I would cut bait and find someone better to shop with.

 

[LaurenHermesLover]

I hope to run into you! Another member on here and I made our appointments for the same time next week and I’m looking forward to it!

I’d love to join if only I wasn’t there two weeks straight (last week and the other) maybe my SA needs a breather from me lol 👀😂

If there’s anything you want and you’re there at the boutique just ask. They’d be glad to find anything for you (as long as it’s available) and they can ship it directly to your home.

This made me smile since we all share the same store. I’ll be there next week too! Seems like we should start up some Purse Forum local meet ups!

I also think choosing a slow day to communicate with your SA is best, if possible. My SA prefers I make weekday appointments in the morning. Weekends are packed with people in store so if I feel the need to inquire about an item over text, I try to do it in a weekday morning when the boutique is slower paced. I think this is appreciated.

 

[Midge Maisel]

Yes. Esp for a past season scarf or homeware. Your text is one of literally dozens that they receive daily. Unless you are a long-standing, high expenditure client or a favorite for some other reason, they may not even make it to your request before the next days texts start to stack up.

And let's also remember that SAs, like plenty of people we all know, may just suck at texting. Yeah, ideally, they'd all be good at it, but some probably just aren't.

 

[nikotama]

And let's also remember that SAs, like plenty of people we all know, may just suck at texting. Yeah, ideally, they'd all be good at it, but some probably just aren't.

@Midge Maisel thats a great point!!

 

[spidermann]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

 

[addiCCted]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

I don’t think you did anything wrong but probably one of those “ don’t ask don’t tell things.”

She could have been more gracious though. I don’t see why that would cause any drama. It’s not like she poached you. You went in to do an exchange and wanted other things. End of story.

 

[Crapples]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

She probably should have said “do not worry about any of that; we’ll make sure it is all sorted”, leaving you without the awkward interaction. And then you should have just left the store and not taken up her selling time knowing that you cared about to whom the sale would be credited. I wouldn’t stress about any of it though.

 

[FrenchNewbie]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

I think you were right in being upfront that you already had an SA, but you probably should have explained the reason behind you wondering about who gets the credit (i.e. the only reason you came in on this particular day to do the exchange is because it's only time you and your bf/gf having the day off). By the way, did you speak with your SA prior to the visit and let him know you needed to do the exchange on his off day?

I think she was wrong by making the awkward statement.

I think you were wrong by continuing to work with her and allowing her show you things, especially after knowing that things were already awkward. The most I would have done is just have her check availability in the system & be transparent that you are planning to come back to purchase from your SA. That would have allowed her to decide how much time she was willing to invest in you on that visit.

Just my $.02

 

[spidermann]

I think you were right in being upfront that you already had an SA, but you probably should have explained the reason behind you wondering about who gets the credit (i.e. the only reason you came in on this particular day to do the exchange is because it's only time you and your bf/gf having the day off). By the way, did you speak with your SA prior to the visit and let him know you needed to do the exchange on his off day?

I think she was wrong by making the awkward statement.

I think you were wrong by continuing to work with her and allowing her show you things, especially after knowing that things were already awkward. The most I would have done is just have her check availability in the system & be transparent that you are planning to come back to purchase from your SA. That would have allowed her to decide how much time she was willing to invest in you on that visit.

Just my $.02

I just texted my SA prior if I could make an appnt that day, and they replied it was their off day. But yes see your point that working with that SA would be further wasting their time as there was no chance of making a sale with me. I’ve worked with other SAs to try on things for size etc bc I was in the area and my SA was unavailable and they seemed totally chill and understanding and happy to help. I always come on weekday mornings when the store is relatively dead.

 

[OnlyModa]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

This is is so wrong on so many levels. You are the customer here! Her job is to help. We care about our sales people and their commissions, and such but really, it should not be the consumers problem at the end of the day. First of all, the fact that you were coming with an exchange already implied that you may have had a regular sales person And their internal relationships should stay between themselves. I’m sure the sales person gets a day off every once in a while, and their customer comes in without them every once in a while. I’m sure they work it out somehow.
As for wasting her time, this is literally her job! To work for this brand, not for her set of clients. Plenty of people come in and waste her time because they’re just lookers or she doesn’t have what they need. She can find a few minutes to spend with you , and you should feel good about any interaction with the company she is paid to represent.
A lot of us on tiptoes at H, including myself, but this is ridiculous.

 

[acrowcounted]

This is is so wrong on so many levels. You are the customer here! Her job is to help. We care about our sales people and their commissions, and such but really, it should not be the consumers problem at the end of the day. First of all, the fact that you were coming with an exchange already implied that you may have had a regular sales person And their internal relationships should stay between themselves. I’m sure the sales person gets a day off every once in a while, and their customer comes in without them every once in a while. I’m sure they work it out somehow.
As for wasting her time, this is literally her job! To work for this brand, not for her set of clients. Plenty of people come in and waste her time because they’re just lookers or she doesn’t have what they need. She can find a few minutes to spend with you , and you should feel good about any interaction with the company she is paid to represent.
A lot of us on tiptoes at H, including myself, but this is ridiculous.

To be fair, it was OP that brought up the subject of waiting for their regular SA and inadvertently made it weird for the new SA by talking about it. Granted, the reply from the new SA was odd but I don’t think anything terribly rude happened on either end here….

 

[880]

So I had an off putting experience at my store, and not sure if I was in the wrong here. My SA was off but I needed to do an even exchange for something for my partner that particular day. We both had the day off (super rare) and partner needed to be there to try on a different size of the item. A different SA helped us find the right size, and then I revealed to her I’m a normal customer of ___ and i would be coming back later this week, so if it’s ok to do the exchange with her (bc I wasn’t sure with an exchange, who would get the credit for the time). The SA then said “wow this is so awkward and so inappropriate, we normally do not discuss these things with clients. Since you are here I will do the exchange for you.” Then she asked if i needed help with anything else. I probably should have said no but i wanted to see what stock they had of something else. Then she showed me a couple things and said “you know why don’t u just ask (my SA name)”. Felt super awkward and left right away. I did notice she did give my SA credit for the exchange though.
Looking back probably should have just noted the new size and left without mentioning that I already had an SA.

You didn’t do anything wrong. If anything SA was unprofessional to say this is so awkward. It is professi9nal courtesy for any SA to help you to credit the exchange. At the end of the day, we cannot always come in during our SA’s wrking hours. If it bothers you, the next time, you can text your SA that if she’s not in, please arrange for a colleague to help or ask her manager At any rate, you are being kind and considerate re informing the SA you have a regular SA, and she should be kind and considerate in helping you with that understanding. At the end of the day, this is not something that you should be concerned with ; this scenario literallu happens every day, and the next day, she could be off and a client of hers could wander in.

 

[OnlyModa]

To be fair, it was OP that brought up the subject of waiting for their regular SA and inadvertently made it weird for the new SA by talking about it. Granted, the reply from the new SA was odd but I don’t think anything terribly rude happened on either end here….

I think the OP did the honorable thing by bringing that up. She showed that she cared about her sales person and the one helping her should’ve respected and appreciated that. I’m sure she would want her clients to do the same.
I think unless we are rude, disrespectful, or stinky we should be able to come into a store and shop without over analyzing what we can and cannot say or do.
Their appropriate responses should’ve been: it is so sweet of you to worry about your sales person. She will be getting a credit and I’ll let her know you were in.
And when starting to look at new merchandise: I’m so sorry I have an appointment coming in, but let me get my manager to show you a few things and then you can coordinate the purchasing with her or next time you salesperson is in.
I agree with you, nothing was so explicitly rude that would warrant for example a complaint, but our OP is still thinking about it and shopping should be a positive emotional experience

 

[Veritybelle]

This is is so wrong on so many levels. You are the customer here! Her job is to help. We care about our sales people and their commissions, and such but really, it should not be the consumers problem at the end of the day. First of all, the fact that you were coming with an exchange already implied that you may have had a regular sales person And their internal relationships should stay between themselves. I’m sure the sales person gets a day off every once in a while, and their customer comes in without them every once in a while. I’m sure they work it out somehow.
As for wasting her time, this is literally her job! To work for this brand, not for her set of clients. Plenty of people come in and waste her time because they’re just lookers or she doesn’t have what they need. She can find a few minutes to spend with you , and you should feel good about any interaction with the company she is paid to represent.
A lot of us on tiptoes at H, including myself, but this is ridiculous.

100%. When I shop in the US (at any store, not just Hermès) I am often quite shocked by the way the commission system negatively impacts my experience as a shopper (in Australia things work differently, so it’s a cultural thing). It comes across as rude and abrupt when a salesperson literally ignores even simple pleasantries because their colleague is assisting. I’m not here to argue for reform to the US wages system, but I do think commission structures should be absolutely invisible to me as a luxury shopper. It is a matter between H and SAs. If I’d been treated in the way OP was I would have found it discourteous and disrespectful. It suggests to me that there is something pretty fundamental missing from their training.

 

[Midge Maisel]

To be fair, it was OP that brought up the subject of waiting for their regular SA and inadvertently made it weird for the new SA by talking about it. Granted, the reply from the new SA was odd but I don’t think anything terribly rude happened on either end here….

If this were AITA, I'd be voting NAH (no *******s here), noting:

• It was definitely appropriate to tell the new SA that they had an SA so she didn't get her hopes up
• However, they should've clarified that this was the only day they could come in and appreciated this SA pinch hitting for them
• The SA went way overboard in her response. I get being caught off-guard, but a simple smile and "okay, thanks for letting me know" should've sufficed
• OP shouldn't have wasted the SA's time by looking at other things

There was artlessness on both sides, but no one really did anything horribly wrong.