Maintaining an H relationship

[papertiger]

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

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[Angiebbb]

Clients wanting & feeling appreciation is becoming more of a topic of discussion than I can remember
There are no right answers because it is a brand that is highly coveted by many be it a new client
or a client with a history with the brand that also has high expectations for their items & their spend
is different from yours. Spending should not be the only consideration, but unfortunately it is
At the end of the day, you are the client. You should be valued & appreciated. You should also understand
that SA's just don't always have the access or the answers we expect & that in its own way is off putting &
more challenging than it should be.
I also would not feel that I am stuck with this SA.. perhaps going into another store would be an option
to explore to see. I wouldn't share too much about your other SA, just sort of feel if you connect with someone
else.
If nothing is urgent on your to buy list, why not just take a time out & re-evaluate how you are feeling
in a few weeks/months

Thank you so much, I really appreciate your advice. I think that the associate should be decent and communicate, i.e., I am trying my best to get this, it doesn’t depend on me etc. Definitely withholding information about the permit situation was a definite no no, and it looked very calculated and dishonest to me. I gave him a chance to say - I’m really sorry, you can just return the bag etc., but instead he changed subject and wanted me to try a sweater. I found it so offputting that I didn’t take it. I cannot get another associate at this store, I tried and the person was very very nice to me but said he couldn’t because he is friends with the other SA. The manager told me to keep working with the same SA, and said he could change my SA, but those people have their own clients blablabla. I just learnt the same exact thing happened to a friend and the same SA. She spent a good amount of money, also on top got an exotic NQ and two normal NQs, and by the time she told him - I’ve been waiting almost 2 years for a bag etc. he just vanished and never answered her again. It seems to be the SA’s MO. She tried changing SAs and the manager didn’t let her, so shr had to get an account for het husband with another SA. My husband opened a profile at another store, and the associate was very kind, is very responsive and seems to be very excited to be working with us. I told him exactly what happened at the other store, and he even told me - wait until you get the bag and then move your profile here. It helps also that we are from the same cultural background so we clicked immediately. He immediately asked for what my wish was and also wants me to come there to make a list of everything I like etc. That is great customer service. The other SA not once offered me water, so it was a huge difference.

 

[Angiebbb]

@Angiebbb - So, what's your wish for QBs? Which bag do you hope to get?

Honestly I do not know what is there, because I made it 15 months ago with another associate and this associate never offered to review it with me. When I mentioned it one day, he just said - “I know exactly what you want.” I just remember it is broad.

 

[Angiebbb]

And they never will because it would be an antitrust law nightmare in numerous jurisdictions around the world, plus it would turbocharge the bribery risk.

It is a major antitrust violation. That is why some people get bags without prespend, others with little, others with more or much more etc. It is all calculated.

 

[Angiebbb]

I’d also be very curious as to exactly how this was worded. If the purchase of the “urgent” item was seen as contingent on also buying a bag at the same time, I’m not surprised that the message was ignored. (ie “Has a noir B25 come in for me yet? I’d love to grab it tomorrow along with a pair of sandals that I need for my trip this weekend.” Makes it sound like you’re offering to buy the sandals as a condition of picking up a bag.) Personally, I don’t put any bag communication in writing at all as it tends to have the entire message trail go silent/cold.

I wrote “I need x product (2k) next week for a gift. I also would like these other products (which would be app 25k combined, but I didn’t mention amounts), but I prefer to wait until there is a bag for me.” You’re right about not writing about it, they are so weird about it here. In my experience outside the US, I never had a problem texting about it. I ended up buying the product with the associate at the other store that was kind to us.

 

[Angiebbb]

If it’s in the same country, your home store will see it and it has the potential to cause issues for your profile. My best advice is not to risk it. What SAs really seem to appreciate is when you contact them and say “I saw this on my travels. Can you source it for me please?” It shows that you care about loyalty and the relationship. (And if “ try my luck” means you are just shopping hoping to be offered a bag as a new walkin, it’s very unlikely to be successful anyway!)

I don’t think so. I have a friend who is a very big spender at Hermes and she has accounts in NY, DC, multiple cities in Europe, Asia etc. Stores also buy different products. You’re on vacation, it shouldn’t count against you.

 

[blushnbellinlvoe]

… Honestly, I have never heard of a Hermes client that drops hundreds of thousands without wanting QBs. 45k+ was in 9 months, and I believe for most people that is a good amount of money to drop in 2-3 visits. And I was actually promised a bag would arrive by the SA.

So I have to chime in that I do exist .I don’t want a QB. My SA knows I am completely revamping my wardrobe and I am not exclusive to Hermes when searching for designer basics. But when I do shop H, it is with her. I do not have a wishlist of any leather bag in place - zero, nada. Incredulous to a lot of people here but it’s true. I have been a longtime ‘fashionista’, especially in my 20s. but just recently looking into more conservative quality pieces. Leather goods really is not my main focus these days. I know when it is slow in the store because she will voluntarily reach out to me out of the blue to show me new RTW pieces that I may be interested in. I also need to travel in to see her so she knows not to waste my time if my size is not in stock. I also respect her time. Granted I haven’t plopped down anywhere close to 100,000 dollars (perhaps by the end of my life) but I think she appreciates my loyalty, consistency and potential longevity as a customer. My relationship with my SA has been slow but very organic. From H’s point of view, it may be a concern that once someone gets their QB then they are gone.

Funny, I see “Maintaining a H relationship “ really is a lot like actual dating in so many ways.

We all know of a friend(s) in unhealthy relationships who:
-has been love bombed/ghosted (wooed heavily then once into bed gone/ once married lets their selfcare go/ heavy prespend then gone after qb),
-has given ultimatums (the ring/qb or else I leave, it’s over we are done!),
-feelings of resentment ( I have given up my career/prespend for you/H )
-feelings of entitlement (I deserve a ring/qb now),
-feeling excluded (everyone is married/offered qb why not me?),
-clock ticking (we’ve been dating/waiting for qb for years….produce a baby/qb now)
-power/control (you are my bf/sa now why won’t you answer my 25 missed calls… were in a meeting/busy with a client but don’t you know who I am?..…) etc….

Please don’t take my comments too seriously or be offended. It is not a judgement nor is this directed at anyone specifically. Just my humble observations over 600 pages in this thread and my general take on the overall H game.

 

[MonsoonBirkin]

I'd be really upset too, if I spent 45k and wasn't offered a QB.

I remember when I was a server just before college, and I was slammed on a Saturday night. Rather than give all of the parties mediocre service, one table became my "s*** table" that received rather minimal and inattentive service while the others were treated very well. How I chose the neglected table wasn't based on anything that had to do with the occupants--it was random and actually based on proximity to the kitchen. Their bill size was roughly comparable to everyone else's. I felt really bad that I did it, but scarcity didn't leave me much choice. Having said that, if the customer complained or wanted a different server, I would have completely understood. Nothing personal.

Your SA could be the same way. Very few QB and lots of clients, each of whom likely had to spend the same amount to get a bag. And he thought you could be placated by marginal QBs (like an exotic Constance), to justify why you hadn't received one of your choosing. You might be the inadvertent "s*** client."

I'm really glad you changed SAs to one who can fully appreciate you as a client, and give you what you want. I personally think you made the right decision. You have every right to go where you're treated best, and (unpopular opinion, apparantly) with so much money spent, Hermes as a business should be thrilled that's with a different SA rather than a different maison altogether.

 

[Angiebbb]

I'd be really upset too, if I spent 45k and wasn't offered a QB.

I remember when I was a server just before college, and I was slammed on a Saturday night. Rather than give all of the parties mediocre service, one table became my "s*** table" that received rather minimal and inattentive service while the others were treated very well. How I chose the neglected table wasn't based on anything that had to do with the occupants--it was random and actually based on proximity to the kitchen. Their bill size was roughly comparable to everyone else's. I felt really bad that I did it, but scarcity didn't leave me much choice. Having said that, if the customer complained or wanted a different server, I would have completely understood. Nothing personal.

Your SA could be the same way. Very few QB and lots of clients, each of whom likely had to spend the same amount to get a bag. And he thought you could be placated by marginal QBs (like an exotic Constance), to justify why you hadn't received one of your choosing. You might be the inadvertent "s*** client."

I'm really glad you changed SAs to one who can fully appreciate you as a client, and give you what you want. I personally think you made the right decision. You have every right to go where you're treated best, and (unpopular opinion, apparantly) with so much money spent, Hermes as a business should be thrilled that's with a different SA rather than a different maison altogether.

Thank you so much, I truly agree, that is a wonderful example. The SA is senior and probably has loads of clients, but in my book is not a great SA. A great SA knows how to recognize potential. It happened to me at LV. I had many things from the brand, but I would just buy with different people in different stores. A store manager once saw me and even if I had never bought anything at that store she immediately gave me her card. I needed to buy some bags for my family and I contacted her. Within a month she was inviting me to dinners, to meet the region manager, a boss in Paris etc. She got my style and taste very quickly and would find all Virgil products that were sold out and impossible to get. She was so wonderful that I introduced her to many of my friends and I bought almost 100 items in one year for the whole family. I even had a one on one meeting for 45 min with the holding CEO. My style changed so I don’t buy much there anymore, but I still get invited to events and made great friends etc. My friend who spends a fortune at Hermes all around the world and gets more than 10-12 QBs a year in different countries has the same story. A manager at Hermes recognized her potential and offered her a bag after years of receiving nos. For years she barely spent there bc they would never offer her a bag, now she practically gets what she wants whenever she wants. A store started neglecting her last year and she decided she would move to another store in the same country, so they quickly made a super limited edition bag appear.

 

[Angiebbb]

So I have to chime in that I do exist .I don’t want a QB. My SA knows I am completely revamping my wardrobe and I am not exclusive to Hermes when searching for designer basics. But when I do shop H, it is with her. I do not have a wishlist of any leather bag in place - zero, nada. Incredulous to a lot of people here but it’s true. I have been a longtime ‘fashionista’, especially in my 20s. but just recently looking into more conservative quality pieces. Leather goods really is not my main focus these days. I know when it is slow in the store because she will voluntarily reach out to me out of the blue to show me new RTW pieces that I may be interested in. I also need to travel in to see her so she knows not to waste my time if my size is not in stock. I also respect her time. Granted I haven’t plopped down anywhere close to 100,000 dollars (perhaps by the end of my life) but I think she appreciates my loyalty, consistency and potential longevity as a customer. My relationship with my SA has been slow but very organic. From H’s point of view, it may be a concern that once someone gets their QB then they are gone.

Funny, I see “Maintaining a H relationship “ really is a lot like actual dating in so many ways.

We all know of a friend(s) in unhealthy relationships who:
-has been love bombed/ghosted (wooed heavily then once into bed gone/ once married lets their selfcare go/ heavy prespend then gone after qb),
-has given ultimatums (the ring/qb or else I leave, it’s over we are done!),
-feelings of resentment ( I have given up my career/prespend for you/H )
-feelings of entitlement (I deserve a ring/qb now),
-feeling excluded (everyone is married/offered qb why not me?),
-clock ticking (we’ve been dating/waiting for qb for years….produce a baby/qb now)
-power/control (you are my bf/sa now why won’t you answer my 25 missed calls… were in a meeting/busy with a client but don’t you know who I am?..…) etc….

Please don’t take my comments too seriously or be offended. It is not a judgement nor is this directed at anyone specifically. Just my humble observations over 600 pages in this thread and my general take on the overall H game.

Omg, you are their favorite type of client, the SA probably feels like it is a dream to work with you. They should really pamper and value you and invite you to all events, shows etc. I agree that with H it is like a relationship. Men go through that too with the top watch brands. Before I found my husband I kissed quite a lot of frogs, so I am not looking to have the same type of experience in a place where I exchange money for products. 😆😂

 

[blushnbellinlvoe]

Omg, you are their favorite type of client, the SA probably feels like it is a dream to work with you. They should really pamper and value you and invite you to all events, shows etc. I agree that with H it is like a relationship. Men go through that too with the top watch brands. Before I found my husband I kissed quite a lot of frogs, so I am not looking to have the same type of experience in a place where I exchange money for products. 😆😂

Lol, you are funny. I am positively sure that I am no where near being a VVIP. Not a client in other categories, for example I can’t wear their shoes. I do have to drive a bit to get to the store so even local events are usually unrealistic for me to attend. My store visits, when I do go in, really isn’t as glamorous as one might think. It is usually my day off, my hair is a mess, no makeup and my SA is probably thinking ‘oh gawd! here she comes! look what the cat dragged’ (joking). I really have no idea what she thinks. I just believe I have a mutually beneficial relationship with all my SAs across all brands. The only reason I chimed in earlier in response to your post was because you have never known a H customer who didn’t want a QB and I felt like a rare discontinued M&M candy reading that. Wait a second, but I do exist! Hello 👋 ! I have (I think at least from my point of view) maintained a H relationship that is satisfactory to me. You have clearly moved on to another SA that hopefully can fulfill your needs. Seriously, I hope it works out better for you at your new store ❤️

 

[880]

then not hearing back when I asked for another item (which I needed right then)

I don’t know what your item was, but I can tell you that there is a shortage of what would be considered basic items. Many of us are in your position, and it has nothing to do with bag expectation. A number of SAs are also frustrated, but they actually cannot always control stock. It does seem to be company wide policy not to respond if the answer is in the negative, particularly in electronic written communication. You are not alone. I solve some of my own issues (homeware that takes 24 plus months, and counting; bespoke RTW whose toile was completed last August, by rotating my shopping among other brands : Chanel, Dior, Loro Piana, lefotte NY, etc. I wish you the best of luck, but I’m really doubtful that another SA would act any differently.

FWIW, I just wanted to add, I already had a number of QBs before I started my current H SA relationships in FSH and Madison. I’ve certainly spent the amounts you have cited, and I have refused 3 QB25 offers last year. I dont have a wishlist except for my Oxymore crystal, which is paid in full. I know that I am not unique in waiting. Not all of us want QBs. I am mainly a RTW client. And, while I may not be the majority on TPF, there is a strong contingent of us at Madison and other maisons or flagships. It is not all that unusual

 

[Deleted 793791]

Omg, you are their favorite type of client, the SA probably feels like it is a dream to work with you. They should really pamper and value you and invite you to all events, shows etc. I agree that with H it is like a relationship. Men go through that too with the top watch brands. Before I found my husband I kissed quite a lot of frogs, so I am not looking to have the same type of experience in a place where I exchange money for products. 😆😂

OK. But, let's be honest. H is the best known for its leather bags, not RTW, not furniture, not watches nor jewelry. (This then also makes sense we all crave for the bags from H. Ask people this question: If you have no item from H and you can only have one item from H, what would that be? 95% will say a quota bag and 3% will say a non-quota bag. lol Ok, it's just my guess.)

For watches or jewelry, H is not the top players as there are other top-tier brands that easily beat H. Not furniture either. For women's RTW? In Asia, it is a common sense that "Chanel >>>> H for women's RTW".

PS, If H is not known for its leather bags, would H be where it is now? I don't think so. lol (H knows it and their strategy of SA relationship [or, read it as "pre-spending"] works finally so that they can sell other products before selling their leather bags.)

PS2, The moderator may delete my post because it's not relevant to the topic. Oh, well...

 

[880]

OK. But, let's be honest. H is the best known for its leather bags, not RTW, not furniture, not watches or jewelry.

For watches or jewelry, H is not the top players as there are other top-tier brands that easily beat H. Not furniture either. For women's RTW? In Asia, it is common sense that "Chanel >>>> H for women's RTW".

PS, If H is not known for its leather bags, would H be where it is now? I don't think so. lol (H knows it and their strategy of pre-spending works finally so that they can sell other products before selling their leather bags.)

Honestly, no SA wants someone who expresses disdain for the house as a whole. They would say (they’ve told me this) that those clients should not shop the boutique at all. To most of them, selling is a job, but they do recognize and are proud of the quality and craft. Since John Paul gaultier and Margiela, Hermes has been taken quite seriously in areas like RTW. This is way before Covid and the current bag explosion. Not all of us follow influencers and the latest trends.

my DH and I do prefer other brands for some items. He only wears Alange & soehne watches (I wear his hand me downs, all of which are finer heritage watch companies than Hermes, namely JLC, Breguet, IWC; I prefer the aesthetics and quality of hand painted Marie Daag or hering berlin plates and Georg Jensen sterling flat wear to H decal; and, more modern French furniture houses like Pierre Agustin Rose; Pierre Yanakovitch; Yves Gastau; or Art /fashion/furniture galleries like The Boon Room. H furniture aesthetic, IMO, is more suited to Italian accented mid Century modern, than our taste. I don’t care for the design of shoes and jewelry, and I’m certainly tired of Pierre Hardy, rose gold, and H motifs.

But, I’m open to the possibility that I could change my mind. And I’m willing to try new things based on my SAs recommendation, thus our designation as lifestyle clients. DH was enthusiastic about the H08 before it arrived at the store. Hodinkee gave it a very positive review after all Our SA has helped us to find some things that H does well that aren’t the most obvious. we’ve searched numerous crystal retailers, and never found anything as nice as Oxymore, and we honestly love the styles of men’s rtw. Not the tiret, chaine d’ancre, or silk twillane stuff, but the quieter unbranded. For a 25% up charge, the bespoke specialist told me that they could tailor men’s styles for me. For some things like leather rtw and outerwear, and mens denim, Hermes is surprisingly refined and relatively well priced. Hermes is significantly cheaper than Chanel RTW and tends to be more classic than Dior. It isn’t as quiet as Loro Piana, but h is significantly cheaper in many item categories.

What I would say to anyone who feels that Hermes is only expert at influencer popular bags, boutique shopping simply isn’t for them. If one only wants one coat or pair of gloves, and bags are coveted by many others who regularly shop season in, season out, why would it be fair to give a bag opportunity to the occasional fly by. . . And if so many clients of the house define a successful SA relationship as bag offer based, more than one SA has told me that they prefer other types of client.

ETA: the SA doesn’t have the upper hand in a relationship where the client isn’t desperate for any 25 or mini QB. I wouldn’t shop with an SA whose aesthetic didn’t mesh with mine or one who simply cared about the commission. And, I’ve shopped luxury for a number of decades, and I can truthfully say, most good SAs top priority isn’t squeezing their commission out of a complaining, nagging, bag obsessed customer. JMO of course.

 

[880]

So I have to chime in that I do exist .I don’t want a QB. My SA knows I am completely revamping my wardrobe and I am not exclusive to Hermes when searching for designer basics. But when I do shop H, it is with her. I do not have a wishlist of any leather bag in place - zero, nada. Incredulous to a lot of people here but it’s true. I have been a longtime ‘fashionista’, especially in my 20s. but just recently looking into more conservative quality pieces. Leather goods really is not my main focus these days. I know when it is slow in the store because she will voluntarily reach out to me out of the blue to show me new RTW pieces that I may be interested in. I also need to travel in to see her so she knows not to waste my time if my size is not in stock. I also respect her time. Granted I haven’t plopped down anywhere close to 100,000 dollars (perhaps by the end of my life) but I think she appreciates my loyalty, consistency and potential longevity as a customer. My relationship with my SA has been slow but very organic. From H’s point of view, it may be a concern that once someone gets their QB then they are gone.

Funny, I see “Maintaining a H relationship “ really is a lot like actual dating in so many ways.

We all know of a friend(s) in unhealthy relationships who:
-has been love bombed/ghosted (wooed heavily then once into bed gone/ once married lets their selfcare go/ heavy prespend then gone after qb),
-has given ultimatums (the ring/qb or else I leave, it’s over we are done!),
-feelings of resentment ( I have given up my career/prespend for you/H )
-feelings of entitlement (I deserve a ring/qb now),
-feeling excluded (everyone is married/offered qb why not me?),
-clock ticking (we’ve been dating/waiting for qb for years….produce a baby/qb now)
-power/control (you are my bf/sa now why won’t you answer my 25 missed calls… were in a meeting/busy with a client but don’t you know who I am?..…) etc….

Please don’t take my comments too seriously or be offended. It is not a judgement nor is this directed at anyone specifically. Just my humble observations over 600 pages in this thread and my general take on the overall H game.

This is a great post

 

[Deleted 793791]

What I would say to anyone who feels that Hermes is only expert at influencer popular bags, boutique shopping simply isn’t for them.

Yes and no, because it is really up to the individual clients. No one gets to tell whether someone is for or not for shopping at H. I was pretty annoyed when my SA suggested a watch by H. (Srsly, with the same budget, I would rather get it from Patek Philippe or some other bands.) H doesn't have to be good at everything, even if they try to be.

And for RTWs, individual clients have different tastes and the tastes vary a lot. So, there is really no reason that clients would "only" buy RTW from H. (For example, I am not impressed when someone wears RTW from H because it's not Loro Piana anyway.)

For a bag? Unfortunately, there is no substitute that can beat QBs from H. That's why people want it so bad because of its exclusivity. You keep saying that you don't need QBs, but that's because you already have enough bags from H that you don't really need one.

Addendum: I was not saying H is bad in departments other than the leather one. I am just trying to say that there are many other comparable brands for items from non-leather departments, especially for RTW, watches, and jewelry.