NYC VCA

[BigAkoya]

This 100%
When you have developed a VCA relationship it’s rewarding on both sides IMO-
I adore my NYC VCA SA but frankly I’ve gotten to know most of the SAs there- they are all wonderful.
Agree there are the clients that can buy way more; but still something to be said for the long term relationship.
I’ve been invited to parties/events at NYC & Paris VCA, received lovely gifts, attended VCA L’Ecole & been made to feel valued & appreciated.
All this makes each VCA purchase more special to me.
I do not think you are penalized when you purchase VCA from another SA, like say with Hermès - however.

You have a beautiful collection as does @Notorious Pink. I would say you both are considered big spenders and VIPs compared to the average person. Most people do not get invited to private events, get invited to L’ECOLE, or get the nice Baccarat crystal Christmas gift.

I am talking about the person who buys a pendant or a bracelet every now and then, and there are lots of folks in this category. I think for these folks, going to any SA is fine and the SA does not mind at all.

 

[Yodabest]

You have a beautiful collection as does @Notorious Pink. I would say you both are considered big spenders and VIPs compared to the average person. Most people do not get invited to private events, get invited to L’ECOLE, or the nice Baccarat crystal Christmas gift.

I am talking about the person who buys a pendant or a bracelet every now and then, and there are lots of folks in this category. I think for these folks, going to any SA is fine and the SA does not mind at all.

I started purchasing from VCA about 4-5 years ago. In that time, I got 2 sweet bracelets, a hammered gold 10 motif, a LE holiday pendant, and a magic Alhambra 6 motif. I consider my spending there to be more than the average person, although by no means is my collection close to the posters you mentioned. Still, I’ve used a different SA each time and have used two different stores. I know none of them by name and the only reason I am recognized at my home boutique is because I purchased my 10 motif at 9 months pregnant so that made me stand out.

I can see having an SA be of value if it enhances the purchase experience and you like the social aspect of it, but I personally care most about getting to try pieces and locate ones that I want even if it’s unavailable at the time, all which I’ve been able to do without being VIP.

 

[TankerToad]

I started purchasing from VCA about 4-5 years ago. In that time, I got 2 sweet bracelets, a hammered gold 10 motif, a LE holiday pendant, and a magic Alhambra 6 motif. I consider my spending there to be more than the average person, although by no means is my collection close to the posters you mentioned. Still, I’ve used a different SA each time and have used two different stores. I know none of them by name and the only reason I am recognized at my home boutique is because I purchased my 10 motif at 9 months pregnant so that made me stand out.

I can see having an SA be of value if it enhances the purchase experience and you like the social aspect of it, but I personally care most about getting to try pieces and locate ones that I want even if it’s unavailable at the time, all which I’ve been able to do without being VIP.

And that’s what’s so awesome about VCA service
In person, by phone or at different boutiques - they seem to meet all the needs/experiences well-

 

[KristinS]

And that’s what’s so awesome about VCA service
In person, by phone or at different boutiques - they seem to meet all the needs/experiences well-

This is so, so helpful. Thank you !

 

[ilovefhf]

Does anyone have an NYC SA contact they’d been willing to share? TIA!

 

[HADASSA]

Does anyone have an NYC SA contact they’d been willing to share? TIA!

I'll PM you mine

 

[880]

I haven't even bought any Bulgari but my mom and I are going in tomorrow, invited by an SA I've become friendly with, basically just to look at their new things and have a fun hour playing with jewelry

OT, but pls share your Bulgari experience or link
IMO the luxury jewelry SA pool in NYC (perhaps everywhere) is relatively small and those who work in it know many others in other brands. . . . It becomes very enjoyable and a low key relaxing way to shop and to have fun and play

I always prefer a nice referral (some of the best ones come from very sweet TPF friends and I am grateful) bc it shortens the time the SA has to get to know you and your taste. The more they know about what I like, I more fun the session becomes for everyone involved, and the less effort I have to expend to get what I want. . .

@chromemilou , since you’d prefer to make the switch to Flagship, it cannot hurt to go and if you click better with another SA that’s your own call. As @BigAkoya says, it’s not like you have to stop shopping with your HY SA. You should do what makes you happiest!

@lalame, re SA loyalty, I don’t care about packaging or gifts, but every purchase I make is a three way discussion between SA, DH and me as to whether an item suits me and my style (i like stuff that plays well w8th what I already own; I can wear every day (though what I call every day is not the same as the average TPFer); and, doesn’t look too new or blingy. So, an SA that knows my taste and what I already have is essential. For TPFers who plan out their purchases and know what they want from the start, it may not be important at all, it’s different for all of us! I started buying H boutique years before the focus on prespend, so I’ve always believed that the relationship you cultivate with your SA is the key to getting what you want, but that’s only my experience. I do agree with @tallymia points below too. Of course for a limited item, I would assume someone who is a super VIP and has furnished multiple homes with H furniture or whatnot, should get first dibs ahead of me. JMO though! Hugs

 

[chromemilou]

OT, but pls share your Bulgari experience or link
IMO the luxury jewelry SA pool in NYC (perhaps everywhere) is relatively small and those who work in it know many others in other brands. . . . It becomes very enjoyable and a low key relaxing way to shop and to have fun and play

I always prefer a nice referral (some of the best ones come from very sweet TPF friends and I am grateful) bc it shortens the time the SA has to get to know you and your taste. The more they know about what I like, I more fun the session becomes for everyone involved, and the less effort I have to expend to get what I want. . .

@chromemilou , since you’d prefer to make the switch to Flagship, it cannot hurt to go and if you click better with another SA that’s your own call. As @BigAkoya says, it’s not like you have to stop shopping with your HY SA. You should do what makes you happiest!

Thanks for the advice 880!

 

[lalame]

I am talking about the person who buys a pendant or a bracelet every now and then, and there are lots of folks in this category. I think for these folks, going to any SA is fine and the SA does not mind at all.

I would hope no SA minds whatsoever if you're spending money at the boutique, however or whenever you do it! I totally recognize the value of having a consistent SA but the SA loyalty culture among luxury brands is really off putting to me as a customer. I don't expect special gifts from strangers but I do expect any SA to be happy to take my money... and do it with a smile!

 

[tallymia]

I would hope no SA minds whatsoever if you're spending money at the boutique, however or whenever you do it! I totally recognize the value of having a consistent SA but the SA loyalty culture among luxury brands is really off putting to me as a customer. I don't expect special gifts from strangers but I do expect any SA to be happy to take my money... and do it with a smile!

Absolutely agree, you are there to spend your money and shopping with the same SA should never be a factor with how you choose to spend it!

Though as someone who worked in luxury retail brands for ~15 years (not VCA), if I could share some insight, there are other benefits and reasons for sticking with the same SA...

Luxury SA’s have sales goals and a lot of other performance goals just to keep their job.
One of the biggest goals is Retention, meaning to have your clients shop more than once with you. Even VCA probably has % goal for SAs on how many of their clients need to shop more than once with them.

All SA will give you good service, but once they recognizes that you are not one-and-done client, they are much more likely to go above and beyond to continue cultivating that relationship (yes including little gifts, but also transferring you product when they don’t have it, reserves, etc).
It might seem small for you, but it’s time out of their work day they dedicate to do extra things for each of their client, just so they can continue shopping with them. I don’t know commissions % structure in VCA, but I bet the SA heavily rely on those sales as well. So if the clients also show loyalty, they are sooo much more likely to go above and beyond for you.

In the end it’s honestly a win-win situation, because the SA gets their commission, meets their sales and performance goals, and you get an SA who will work just a little extra hard for you when you need it

Hope that sheds some light into those internal politics. But again, none of those things should ever be of client concern. If it’s not convenient for you to shop with the same SA, you should never even worry about it

 

[Croissant]

Now my SA knows I'm much closer to the Manhasset boutique so she knows there may be a few random purchases there. I know she can see purchases I've made elsewhere so it's definitely something I consider when planning them.

I find that my SA would offer to have something couriered or shipped to me (or ordered online on my behalf) in an effort to make sure the purchase is done through her. I would even feel weird about buying from VCA overseas because she would probably tell me she could have facilitated the purchase somehow. Short of vintage pieces no longer purchasable through the boutique, it has become indelible in my brain that she is the source for all because she can make anything happen. it's weird!!!

 

[BigAkoya]

Absolutely agree, you are there to spend your money and shopping with the same SA should never be a factor with how you choose to spend it!

Though as someone who worked in luxury retail brands for ~15 years (not VCA), if I could share some insight, there are other benefits and reasons for sticking with the same SA...

Luxury SA’s have sales goals and a lot of other performance goals just to keep their job.
One of the biggest goals is Retention, meaning to have your clients shop more than once with you. Even VCA probably has % goal for SAs on how many of their clients need to shop more than once with them.

All SA will give you good service, but once they recognizes that you are not one-and-done client, they are much more likely to go above and beyond to continue cultivating that relationship (yes including little gifts, but also transferring you product when they don’t have it, reserves, etc).
It might seem small for you, but it’s time out of their work day they dedicate to do extra things for each of their client, just so they can continue shopping with them. I don’t know commissions % structure in VCA, but I bet the SA heavily rely on those sales as well. So if the clients also show loyalty, they are sooo much more likely to go above and beyond for you.

In the end it’s honestly a win-win situation, because the SA gets their commission, meets their sales and performance goals, and you get an SA who will work just a little extra hard for you when you need it

Hope that sheds some light into those internal politics. But again, none of those things should ever be of client concern. If it’s not convenient for you to shop with the same SA, you should never even worry about it

Thanks for this detailed insight. I am always intrigued by the sales model of a SA in luxury retail in NYC.
I don't live in NYC, but I used to travel there weekly for business (office on Madison & 57th) and therefore shop in NYC. But.. I don't consider myself a tourist since I'm there every week (or was there before COVID), I consider myself a wanna be New Yorker!

That said... there are so many tourists who are buyers, and in some boutiques, tourism is the bulk of sales. For a SA who works in one of those boutiques, do the regulars really matter in terms of sales? I am not talking about the personal ongoing relationships. I am talking about pure sales. As in, if sales quota were the only factor, wouldn't a SA do better with tourists who are there and prepared to "spend money", vs locals who are purchasing for their own wardrobe?

For example, at Chanel, every time I go there, if I had to guess, I would say it's about 60-70% tourist vs. 30% locals. I put myself in the "locals" category who buys a bag, a shoe, etc... I do not put myself in the tourist category who buys several bags/shoes. On the flip-side, full disclosure, when I travelled to Paris or London and the exchange was good, I would be in tourist-mode and had my list of items I wanted to buy.

With that scenario in mind, aren't tourist the more coveted buyer from a pure sales perspective? (no relationship, one-and-done, but lots of sales).

Forgive me if this is too personal of a question, and of course you do not have to answer.
But I have often wondered this, especially when shopping in NYC. Of course, the SAs who tell me about these huge sales from tourists will also say relationship with a client is best because the SA is talking to me, a client.

As you have been an SA in luxury retail and have seen it all, I would love your non-biased perspective if you feel you wish to share. If not, I certainly understand. Thanks.

 

[lalame]

Absolutely agree, you are there to spend your money and shopping with the same SA should never be a factor with how you choose to spend it!

Though as someone who worked in luxury retail brands for ~15 years (not VCA), if I could share some insight, there are other benefits and reasons for sticking with the same SA...

Luxury SA’s have sales goals and a lot of other performance goals just to keep their job.
One of the biggest goals is Retention, meaning to have your clients shop more than once with you. Even VCA probably has % goal for SAs on how many of their clients need to shop more than once with them.

All SA will give you good service, but once they recognizes that you are not one-and-done client, they are much more likely to go above and beyond to continue cultivating that relationship (yes including little gifts, but also transferring you product when they don’t have it, reserves, etc).
It might seem small for you, but it’s time out of their work day they dedicate to do extra things for each of their client, just so they can continue shopping with them. I don’t know commissions % structure in VCA, but I bet the SA heavily rely on those sales as well. So if the clients also show loyalty, they are sooo much more likely to go above and beyond for you.

In the end it’s honestly a win-win situation, because the SA gets their commission, meets their sales and performance goals, and you get an SA who will work just a little extra hard for you when you need it

Hope that sheds some light into those internal politics. But again, none of those things should ever be of client concern. If it’s not convenient for you to shop with the same SA, you should never even worry about it

I totally hear what you're saying. I think it unquestionably makes sense to stick to a consistent SA if you're a frequent buyer, and it's natural for them to go above and beyond for frequent customers.

But I really hate the culture that has developed among some brands that the customer has to practically beg the SA to help them or the SA would actually be offended/treat them badly if a customer used a different SA for whatever reason. VCA doesn't seem to have gotten that bad but I hope given some of the shortages, it doesn't turn into an Hermes system where you have to charm, stalk, give gifts, pre-spend, play games, etc for the CHANCE of a coveted item. There's nothing luxury about begging someone to help you.

 

[tallymia]

Thanks for this detailed insight. I am always intrigued by the sales model of a SA in luxury retail in NYC.
I don't live in NYC, but I used to travel there weekly for business (office on Madison & 57th) and therefore shop in NYC. But.. I don't consider myself a tourist since I'm there every week (or was there before COVID), I consider myself a wanna be New Yorker!

That said... there are so many tourists who are buyers, and in some boutiques, tourism is the bulk of sales. For a SA who works in one of those boutiques, do the regulars really matter in terms of sales? I am not talking about the personal ongoing relationships. I am talking about pure sales. As in, if sales quota were the only factor, wouldn't a SA do better with tourists who are there and prepared to "spend money", vs locals who are purchasing for their own wardrobe?

For example, at Chanel, every time I go there, if I had to guess, I would say it's about 60-70% tourist vs. 30% locals. I put myself in the "locals" category who buys a bag, a shoe, etc... I do not put myself in the tourist category who buys several bags/shoes. On the flip-side, full disclosure, when I travelled to Paris or London and the exchange was good, I would be in tourist-mode and had my list of items I wanted to buy.

With that scenario in mind, aren't tourist the more coveted buyer from a pure sales perspective? (no relationship, one-and-done, but lots of sales).

Forgive me if this is too personal of a question, and of course you do not have to answer.
But I have often wondered this, especially when shopping in NYC. Of course, the SAs who tell me about these huge sales from tourists will also say relationship with a client is best because the SA is talking to me, a client.

As you have been an SA in luxury retail and have seen it all, I would love your non-biased perspective if you feel you wish to share. If not, I certainly understand. Thanks.

Happy to contribute something here! I can’t speak for how exactly VCA operates, but I assume every SA has a % goal of how many sales need to come from their repeat clients. For example, 30% of monthly sales need to come from their repeat clients (this is just an example, I have no specific knowledge of VCA or Chanel goals).

It’s because tourist sales are very fickle (think situations like Covid!, currency fluctuation, off-season tourism lows, aka bad weather, etc).

It’s dangerous for companies to rely just on tourist, so local and repeat clients are usually valued the highest in luxury world, so the loyalty goes both ways between company and client (same as anywhere, like airline frequent fliers, Sephora Rouge, etc). In luxury, you just don’t think about it as a client, but in the back end, trust me, they do.

 

[tallymia]

I totally hear what you're saying. I think it unquestionably makes sense to stick to a consistent SA if you're a frequent buyer, and it's natural for them to go above and beyond for frequent customers.

But I really hate the culture that has developed among some brands that the customer has to practically beg the SA to help them or the SA would actually be offended/treat them badly if a customer used a different SA for whatever reason. VCA doesn't seem to have gotten that bad but I hope given some of the shortages, it doesn't turn into an Hermes system where you have to charm, stalk, give gifts, pre-spend, play games, etc for the CHANCE of a coveted item. There's nothing luxury about begging someone to help you.

Sadly, it’s not so much of a “culture”, as a direct response of that company’s compensation scheme for their SA. Similar to my previous post, I never worked in Hermes, so cannot speak to 100% of their structure. But from little I know, SA compensation directly correlates to what you buy.
Ie, jewelry/RTW tends to have highest commission, then accessories, and handbags little to none. This is direct result of supply vs demand, because SA can put zero effort into selling Birkin/Kelly, and clients will still buy.
On top of this, because the supply is much lower than demand, mostly likely the SAs have limits to how many bags they can sell per month.

So now imagine a walk-in client, asking for a Kelly and not purchasing anything else. SA would make zero $ from that sale and would give up a bag from her quota.... There’s zero incentive for them. Instead they would much rather sell the bag to their regular client, since they don’t any money on it. But will make once that client purchases other product.

One thing most people don’t think about is that SA in retail (all mid to luxury retail) rely on most of their salary from commission, as the base is typically very low and only sufficient to cover low selling seasons. Remember that Pretty Woman scene on Rodeo? ))))

I know, it’s sounds sooo wrong when you’re thinking from a client’s perspective. But it’s just Economics principles from the company’s side - how to make the most money with as little inventory as possible.

Any brand that’s high in demand does the same thing (Watches world is especially guilty of this, aka Pateks, AP etc).