Style Forum member's H experience...
- Thread starter potiron
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******* Thank you for asking....
I would tell my staff to ascertain quickly if what the customer wants is in stock and if not tell him/her nicely that it's not available. Take a phone number so that he could be called if his item does come into stock and then determine if there is anything else in the store he might be interested in. If not, call it a day. The customer goes away a bit disappointed but certainly not angry at poor customer service. If anything, he/she would feel a bit special having been asked to leave a contact number for the future....
I would tell my staff to ascertain quickly if what the customer wants is in stock and if not tell him/her nicely that it's not available. Take a phone number so that he could be called if his item does come into stock and then determine if there is anything else in the store he might be interested in. If not, call it a day. The customer goes away a bit disappointed but certainly not angry at poor customer service. If anything, he/she would feel a bit special having been asked to leave a contact number for the future....
Personally, I've pointedly asked my wife to show me styles of things that she likes, so that I do not screw up when I get her a gift.
And this works both ways.
)
Hey!
Watch it. You have no idea as to the extent of my super powers outside of this forum. I am totally worthy of hero worship. 
Now, comparing your advice to your staff to what allegedly happened in the H store, you may be able to appreciate why Foo felt compelled to create the Style Forum thread.
You would certainly have my continued custom if all your sales staff behaved in the manner you've described above.
I do appreciate that some customers can be difficult (if that's the correct word). However, if a customer is ignorant, then I feel a good sales person would educate them. In this topsy turvy world. A relatively small salary could turn into a fortune with the "right" moves. I doubt that many sales people have the skills to spot that potential.
So, if someone is treated right, they tend to remember. If treated poorly, they also tend to remember. Even if it's not the specific details.
Regards
Clint
Hey!
One day, I will grow up and be like Cakey and BBL and India. I will ride like the wind, mother people who need it (even if they don't think so), sail the world and uphold standards. And, shop like a goddess.
Oh, and to backtrack a bit - Hermes leather bags are entirely made by hand. You can tell by the path of the threads. Herbags and some goods are not - but they are aboveboard about where certain items are made and how. I could make a long list with references and explainations and all, but I rather suspect you don't give a darn.
Beck to your regularly scheduled broadcast
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I'm the original poster from the thread over at Styleforum. I just wanted to clarify a few points.
I did not: demand the wallet right now, expect special treatment because of internet infamy, or assume that they would have exactly the color and leather I described. That last distinction is key. I was asked what I was looking for, and I answered. Perhaps some of the membership here is not accustomed to the process of ordering bespoke goods, but typically the client and the maker start off discussing general ideas and then explore real options. Often, what one winds up with is completely different from what he or she first envisioned. This seems like common sense to me. It would be utterly senseless to give a customer exactly one chance to name what he wants, only to throw him out the door if it's not available.
Ideally, the SA would have explained the possibilities (or impossibilities) of a special/custom order upfront. If I chose to further discuss, she then could have pulled out the book of swatches for me to browse. Whether or not they have a dark green pebble-grain calfskin, or some other hide I'd like, would then be answered in short enough time. Why this didn't happen is a little confounding to me, to be honest. From private conversations with knowledgeable people after starting my thread, I don't think it had anything to do with being a not-special-enough customer or leaving my secret, limited-edition H-decoder ring at home.
In all probability, the SA just wan't well-versed in the custom services offered by the company and didn't want to give that away. I didn't detect any ill will or bad faith. As I said on Styleforum, she was very pleasant, polite, and eager to please.
I noticed that John Lobb has been mentioned here a few times. I've only bought three pairs from the Madison Avenue shop (most recently, two years ago), but they still remember my name every time I drop-in and always offer to polish my shoes on the spot. Even if you're just there for shoelaces, they'll treat you like their number one customer. I urge you ladies to expect as much from where you shop, rather than feed the false notion you must earn the right to pay money for what you want.
Well, that's it for me. I just wanted to address a few things. Oh, and also: a breast wallet is a kind of wallet. You put it inside breast pocket of your jacket. There's really no better term for it. Surely, your boyfriends and husbands don't all just stuff things into the back pockets of their jeans.
I might as well laugh at "shoulder bag" or "tote" or "clutch."
I did not: demand the wallet right now, expect special treatment because of internet infamy, or assume that they would have exactly the color and leather I described. That last distinction is key. I was asked what I was looking for, and I answered. Perhaps some of the membership here is not accustomed to the process of ordering bespoke goods, but typically the client and the maker start off discussing general ideas and then explore real options. Often, what one winds up with is completely different from what he or she first envisioned. This seems like common sense to me. It would be utterly senseless to give a customer exactly one chance to name what he wants, only to throw him out the door if it's not available.
Ideally, the SA would have explained the possibilities (or impossibilities) of a special/custom order upfront. If I chose to further discuss, she then could have pulled out the book of swatches for me to browse. Whether or not they have a dark green pebble-grain calfskin, or some other hide I'd like, would then be answered in short enough time. Why this didn't happen is a little confounding to me, to be honest. From private conversations with knowledgeable people after starting my thread, I don't think it had anything to do with being a not-special-enough customer or leaving my secret, limited-edition H-decoder ring at home.
In all probability, the SA just wan't well-versed in the custom services offered by the company and didn't want to give that away. I didn't detect any ill will or bad faith. As I said on Styleforum, she was very pleasant, polite, and eager to please.
I noticed that John Lobb has been mentioned here a few times. I've only bought three pairs from the Madison Avenue shop (most recently, two years ago), but they still remember my name every time I drop-in and always offer to polish my shoes on the spot. Even if you're just there for shoelaces, they'll treat you like their number one customer. I urge you ladies to expect as much from where you shop, rather than feed the false notion you must earn the right to pay money for what you want.
Well, that's it for me. I just wanted to address a few things. Oh, and also: a breast wallet is a kind of wallet. You put it inside breast pocket of your jacket. There's really no better term for it. Surely, your boyfriends and husbands don't all just stuff things into the back pockets of their jeans.
I might as well laugh at "shoulder bag" or "tote" or "clutch."
WOOPS! THIS IS FOR ******* F.....(sorry we all posted at the same time!)
Exactly.
I have every sympathy for him in that respect. However, there's ignorance and then there's attitude. If the OP came off with attitude then the sales person would have to be pretty skilled to turn the situation to one of advantage. I've seen it done rarely.......
From what I read, I'm pretty sure he tried her patience....what there was of it.
Exactly.
I have every sympathy for him in that respect. However, there's ignorance and then there's attitude. If the OP came off with attitude then the sales person would have to be pretty skilled to turn the situation to one of advantage. I've seen it done rarely.......
From what I read, I'm pretty sure he tried her patience....what there was of it.
Good to clear up a few things. At least you can offer your proper perspective, as opposed to what appears to be a semi-serious rant over on SF (which I think most people over there took it as).
See you over the "other" side.
Clint
Welcome to the forum and thanks for sharing/clarifying more of your story.
Not going to lie, I went into a different Hermes recently inquiring about different key chains and agendas and the SA helping me really really really didn't know what was going on, what they had, or where anything was. She really was not helpful in finding more info either. And that I chalk up to lack of knowledge which means poor customer service.
Hermes is known to be evasive in their answers at times (other H members, correct me if I am wrong?). The answers the SA gave you were really dodging the subject and I would have figured you could have received a : definitive yes, definitive no, or a 'I'll look into it and let you know'. It seemed like your answers were ambiguous - and that is frustrating.
Hi, I think we're basically singing off the same songbook, with the exception of your last point.
However, Foo has choosen to comment and that makes me kinda redundant.
I have enjoyed the civil conversation (it can be quite different in other places). Thank you.
Regards
Clint (you can call me ******* or Clint)
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