Maintaining an H relationship

[papertiger]

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

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[Crapples]

There does seem to be some unfairness to asking a SA to help you but then having them put the purchases on your SA’s commission. I understand the importance of the relationship to your decision to make Hermes purchases but the system that they encourage makes this all unnecessarily complicated and impacts the consumer and the experience.

To my mind, a luxury house should mean you can shop when you like and not have to wed yourself to your SA’s hours. It’s nice to be able to spend time with them and form that relationship but it isn’t always going to be ideal. And the needs of the client, within reason (and to me, this is reason) should come first.

In reality, these “I was in the neighbourhood or I need a sudden gift” type experiences will all work out in the wash. So, if another SA works with you on your SA’s day off and they get the commission they earned, so be it.

I completely agree with this. I’ll also note that it’s really customer (or at the very least chicken and egg) driven. H created and artificially inflated demand for It bags, but many H shoppers make the decision to align their shopping behaviors to the pursuit of those bags rather than just shopping from the maison for the love of it.

 

[smoothsailor]

There does seem to be some unfairness to asking a SA to help you but then having them put the purchases on your SA’s commission. I understand the importance of the relationship to your decision to make Hermes purchases but the system that they encourage makes this all unnecessarily complicated and impacts the consumer and the experience.

To my mind, a luxury house should mean you can shop when you like and not have to wed yourself to your SA’s hours. It’s nice to be able to spend time with them and form that relationship but it isn’t always going to be ideal. And the needs of the client, within reason (and to me, this is reason) should come first.

In reality, these “I was in the neighbourhood or I need a sudden gift” type experiences will all work out in the wash. So, if another SA works with you on your SA’s day off and they get the commission they earned, so be it.

I agree. The one who did the work should get the commission. Especially since stocks are very limited and SAs are allocated some items (besides bags) to sell. Many times SAs need to fight to get items for their customers. Why would anyone be selling their allocation or fighting for items to sell to customers who are not allowing them to earn their well deserved commission?

Such customers deserved to be told no stock (for you) in their face.

Anyway just for info, in Singapore, the SAs individual commission are very small as compared to store wide commissions. So, SAs don’t mind that other SAs helped out (and get the commission from) their customers if they can’t.

 

[A1aGypsy]

Just to be clear, I absolutely see that a SA should handle an exchange or a quick pop in to pick up etc. for her or his colleague. It’s the “I shopped for a while, selected a bunch of new items that my SA neither recommended nor put aside, based upon the service of the attending SA” scenario that I question putting it towards your SA.

 

[DB8]

Just to be clear, I absolutely see that a SA should handle an exchange or a quick pop in to pick up etc. for her or his colleague. It’s the “I shopped for a while, selected a bunch of new items that my SA neither recommended nor put aside, based upon the service of the attending SA” scenario that I question putting it towards your SA.

Bingo.

In luxury shopping as a whole (lets take Hermes out of the equation for a moment), it has always made sense to stick with one SA. You get more individualized service, perks (complimentary alterations, dry cleaning, valet etc), and overall a SA who is motivated to work harder to get what you want. In turn you're motivated to spend more because you're receiving fantastic service.

Now, with Hermes, whether it's conjured up that we have to stick with one SA or not, it's the reality of the brand (and has been for at least a decade, to varying degrees). Doing an exchange with whomever? Totally OK. Buying something small because you need it ASAP, but your SA isn't around? Sure. But asking more of someones time when in the end you're not going to give them the sale now or in the future? Not OK.

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.

 

[nikotama]

I would like some opinions on whether this is typical for what to expect from an SA:
I started shopping with my SA three months ago and have shopped with them on three occasions in person and spent about 13.5K (no leather goods). All 3 occasions, I genuinely enjoyed interacting and chatting with them. I live 2 hours from the store and it’s not possible for me to go to the boutique very frequently. I have an appointment coming up for next week and I texted my SA with the picture of a scarf from last season I’d love to buy. The online search in store feature shows that there is limited availability of the scarf in store which is why I texted asking if it was in stock and if yes, I’d love to buy it. I didn’t get any response for more than a week so I called my store and spoke to someone who said that they have multiple quantities available in store.
This is just one example of not receiving any response from my SA. There have been other occasions. For example, SA ordered a mosaiqe platinum platter for me during my previous appointment. I had not received it a month later so I texted SA and got a response “let me check I had ordered it from NY” I didn’t hear anything back for 2+ weeks after they said they would check so I asked if there were any updates and have not received any response.
I want the ariane Diamond wedding band for my birthday in a couple of weeks and a month ago, I texted and said i tried this in the Orlando store, would it be possible to order it for me in my size? Didn’t hear anything back.

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

I wanted to circle back to this post and report that when I went into the store this week my SA asked on his own if I had received my order (placed 8 weeks ago) yet. He also remembered I had asked about a scarf and brought that up on his own too 😊

 

[Crapples]

I wanted to circle back to this post and report that when I went into the store this week my SA asked on his own if I had received my order (placed 8 weeks ago) yet. He also remembered I had asked about a scarf and brought that up on his own too 😊

I’m so glad!

 

[spape08]

Hi all, looking for some advice / sanity check -
Back in spring I’d been offered a Garden Party 49 by my SA, but between asking for one and it being offered my company entered a round of layoffs. I ended up declining the bag since I didn’t feel comfortable making superfluous purchases.

Since then I’ve bought a few things here and there from my SA and put some extra money aside for the bag. I texted her last week saying I’d like to get one in the next couple of months and her reply was “idk if we are getting another but I’ll keep my eyes out.”

I’ve seen a color way I like consistently pop up on the website, and am not sure if I should just grab it the next time it comes up? I’ve no interest in quota bags, I do like my SA but there’s not a ton I want from the brand at the moment and of course I want instant gratification.

TIA for any perspective / suggestion!

 

[Crapples]

Hi all, looking for some advice / sanity check -
Back in spring I’d been offered a Garden Party 49 by my SA, but between asking for one and it being offered my company entered a round of layoffs. I ended up declining the bag since I didn’t feel comfortable making superfluous purchases.

Since then I’ve bought a few things here and there from my SA and put some extra money aside for the bag. I texted her last week saying I’d like to get one in the next couple of months and her reply was “idk if we are getting another but I’ll keep my eyes out.”

I’ve seen a color way I like consistently pop up on the website, and am not sure if I should just grab it the next time it comes up? I’ve no interest in quota bags, I do like my SA but there’s not a ton I want from the brand at the moment and of course I want instant gratification.

TIA for any perspective / suggestion!

You'll probably have as much luck getting in from the (I assume US) website as you will from your SA, so I would continue to exhaust both avenues. Bag and rodeo drops on the US site are usually gone within seconds.

 

[jjjjt]

Hi! I started my Hermes journey a year ago. I went in to buy shoes. I was always curious about the brand and felt I was finally at a point in my life where I could start to invest in it. It was my first time walking into a boutique. The SA that helped me that day has ended up being my SA over the past year. Within the first few visits, I was offered a Jypsiere 28 bag in gold. Because I asked him about bags and why there were none in the store to look at or try on. I was so confused and clueless. lol I showed him a picture of the jypsiere bc I had seen it somewhere and loved it. I really did not know much about the brand but I have been obsessed since I first stopped in and have learned so much over the past year. I feel like I probably overpaid for my first bag. I love it don't get me wrong, but close to or above $9000 for a bag that apparently no one really likes that much sometimes sits on my mind. But either way, I do really love it so it's ok. My SA has always been good with texting or responding to my texts over the past year. So far to date I have spent about $17,000. (including an online purchase today) I texted him the other day to finally tell him my wish list of the bags I am looking for. I told him that I would love to have a Kelly and told him what colors and leathers I would love. He never responded. I feel a little aggravated because all he had to do was say, sure I will make a note about it. But never responding when I can see that it says "read" feels like a slap in the face. I am NOwhere near an annoying client. I never bother him. At this point, I feel I am well within my rights to say what I would love and create a wish list. I am not expecting an offer. But I am expecting someone who is willing to work with me to try to help me and keep me posted on some things that come in that I may be interested in. So now I am turned off and wondering if I should find someone else to work with? I am NOT about to play this game that's for sure. I've heard so many nightmare stories of the games people have to play. It's not who I am and not in my being. I can't do it. So if this is what I have to look forward to now that I have been hooked in, I am not sure what to do. Does anyone else feel their fun and easy relationship with their SA suddenly take a turn?

 

[millivanilli]

Hi all, looking for some advice / sanity check -
Back in spring I’d been offered a Garden Party 49 by my SA, but between asking for one and it being offered my company entered a round of layoffs. I ended up declining the bag since I didn’t feel comfortable making superfluous purchases.

Since then I’ve bought a few things here and there from my SA and put some extra money aside for the bag. I texted her last week saying I’d like to get one in the next couple of months and her reply was “idk if we are getting another but I’ll keep my eyes out.”

I’ve seen a color way I like consistently pop up on the website, and am not sure if I should just grab it the next time it comes up? I’ve no interest in quota bags, I do like my SA but there’s not a ton I want from the brand at the moment and of course I want instant gratification.

TIA for any perspective / suggestion!

you want to have it, it pops up on the website, the SA was vague - I wouldn't wait.

 

[gogingercat]

Is it possible for you to go into the boutique sometime and have the wishlist discussion in person? I think the wishlist discussion is best had in person so you know your SA HAS to acknowledge and respond then and there, you know? Maybe make an appointment to buy something and bring up the conversation.

Also bear in mind that it's the holiday season and SAs may be extra swamped. My SA doesn't reply to every text I send them either. Best thing you can do is just to ask again in person

And also idk why but this makes me glad I have an android because I can't see if my SA has read my texts LOL. I would also lose my mind haha.

 

[maxroxxherhandbags]

Go in and give him your wish-list face to face.
find out his schedule and book an appointment to do so.

 

[DB8]

I’ve seen a color way I like consistently pop up on the website, and am not sure if I should just grab it the next time it comes up?...
....I do like my SA but there’s not a ton I want from the brand at the moment and of course I want instant gratification.

Have you mentioned to your SA that you've seen it online and asked if it were possible for them to order it for you?

Personally, I'd give them the sale if possible. They've tried to serve you well previously, and it's really no sweat off your back to do so.

I’ve no interest in quota bags

..for now. I think most who say that change their minds eventually, and then regret shopping on H.com as those could have been all in store purchases.

 

[spape08]

You'll probably have as much luck getting in from the (I assume US) website as you will from your SA, so I would continue to exhaust both avenues. Bag and rodeo drops on the US site are usually gone within seconds.

you want to have it, it pops up on the website, the SA was vague - I wouldn't wait.

Have you mentioned to your SA that you've seen it online and asked if it were possible for them to order it for you?

Personally, I'd give them the sale if possible. They've tried to serve you well previously, and it's really no sweat off your back to do so.

..for now. I think most who say that change their minds eventually, and then regret shopping on H.com as those could have been all in store purchases.

Thanks for the quick replies!
I am torn as I want the bag but do prefer to give my SA the sale like you suggest @DB8
Did you mean asking my SA if she can order from the website when it pops up, or order thru the SM/ transfer from another store?

If she had been clearer about how often they receive them I’d be open to waiting, but if the one she had in April was it for the year idk if I want to wait another 6 mos

 

[acrowcounted]

The company in general prefers not to have bag discussions over written communication, lest any response they give somehow be taken as a guarantee. Even just saying he will take note of it can be taken wrong by some over zealous clients as a promise of delivery. I recommend always keeping these discussions to in person chats which also makes it easier to go more in depth and sus out how likely a request is to be fulfilled, given facial expressions and body language. Also, if your prespend sum includes the price of the jypsiere, I'm afraid you are likely still a long ways away from being competitive for a Kelly offer so your SA may just feel like its not a good use of his time to discuss it right now anyway. Regardless, this is all perfectly standard for an Hermes SA and I would not recommend switching because its not likely to be different with any one else (also, shopping on the website does not help, and likely hurts, your store standing so I would avoid doing that in the future as well).