Treatment in Hermes Stores

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This is not actually unusual for brands with broad product lines in several categories and a large number of standalone boutiques. There is a massive showcase and the sales/store manager is responsible for choosing the "mix" that will work in their area, and there is a lot of pressure to have a successful mix. There are always "dud" items that nonetheless the brand wants to sell rather than liquidate, and there are always "hot" items - from runway reaction or press or fashion bloggers - that will bring people into the stores.

H is absolutely unique in the fact that they have hot items that remain in demand every single year, and they have, brilliantly, done the opposite of what most brands would do - they deliberately create scarcity (or perceived scarcity) with these desired items. Unlike other brands, the store manager now has a real lever to move other merchandise.
It is really a spectacular strategy, and only works because they did design iconic, beautiful bags, and because they maintained the craftsmanship tradition.

I could not agree more.
All they do is about perception. Scarcity of course.
As for Craftsmanship tradition, it is a bit less obvious , but still, to one old-timer like myself, they can't tell the story any longer.
If only one could unbox TODAY any Birkin or Kelly or even Evelyne, from say 15 years ago, one could see the huge drop in crafmanship quality.
 
Yes lol
I actually stopped going to those stores in particular
Wasting time and our money
At the same time time I found true genuine sincere stores too
Haha
Thanks mistikat


I am not suggesting that Hermes is lying to clients on purpose or as a way of selling strategy.
I was literally trying to explain the situation and difficulties for everyone working in Hermes and every step they take is for prevent their creation falling into reselling market. They want to maintain the crafts and wish to provide the best creation to the clients. Actually it's a way to protect the craft as well as the benefit of real clients.
We might meet varies salesmen, rude or nice, this happens in every fields and brands. What I really advice is trying to appreciate the product which is more important to me.
And there's really not many brands still continue handmade and best quality of materials.
 
I am not suggesting that Hermes is lying to clients on purpose or as a way of selling strategy.
I was literally trying to explain the situation and difficulties for everyone working in Hermes and every step they take is for prevent their creation falling into reselling market. They want to maintain the crafts and wish to provide the best creation to the clients. Actually it's a way to protect the craft as well as the benefit of real clients.
We might meet varies salesmen, rude or nice, this happens in every fields and brands. What I really advice is trying to appreciate the product which is more important to me.
And there's really not many brands still continue handmade and best quality of materials.

Yes definitely
We totally understood
Can't agreed more to your statements
That's why we truly appreciate those gd sa and sm over the years
 
So I moved to a new city (Amsterdam) from London about 8 months ago so I have to build a relationship with the local H store all over again... Sigh.. Anyway I tried to buy the kelly and Cdc in rose gold which is about €12K but they didn't have it in stock. The SA promised to transfer them from another store in Europe but months later and I still haven't heard from him. Now both of these bracelets are available online a so I can just order them anytime and there's plenty in London but I wanted to have some purchase history at the store so I went in again but I still haven't heard back. I don't want to hound the SA but I'm not sure what I should do now.... It's so frustrating!
 
I will to explain the Podium.
As many people might know, podium is to order the whole collection for the next season. 2 times every year, end of January and July. The January one is to order for the winter collection that year, and the July is for the spring summer collection the next year.

During the podium, the shop manager could bring one of his staff to the podium, and the entrance permit is something unique for the podium, it's a necklace but with some symbolic design of Hermes and written the name of your shop in it, I have one( the shop manager gave me as a small gift when I finished the intern), I will post a photo later. And of course there's a brochure , like a map, showing different areas of each department.
It lasts around 3 days, and within the 3 days, the shop manager should choose all the collection for the shop. He would be given a budget of money (something like monopoly) , and he can use these money to buy. Every department has its budget, so the manager should be very careful about how much he purchase. It's actually quite a difficult job, as there's so many choices in a whole collection, and you should choose the most interesting one to put in your shop within a short time and limited budget. It's all about the taste of the manager. And the budget depends on the sale of the shop of last year.

So a manager can not buy all the pieces in all sizes for his shop. If there's such an item which no manager interested in, then this item would be never available in any shop, or simply said, it would never be produced. The factory only produce the pieces and sizes which the managers buy. So when the collection is available in the shop, there's always situation that we could not find the size or the item that client wants as no manager buy it at the podium. The same for the bags, if there's a color or size which no manager buy, it would not be produced, maybe only in special order.

And bags are more chicky then the others, they divide the colors into 3 groups. Group A includes the color such as pink, light blue or bright colors. Group B includes black, grey, dark blue such classic color. Group C includes gold, dark grey such colors which ain't popular. And of course managers are not allowed to buy all bags in the A group, if he wants a bag in A group, then he should choose 2 in C group at the same time or 1 in C group and 2 in B group. So even the manager wants to have more popular colors, it's not allowed. And that's why the pink bags are so rare. This rule also applies to the size of bags, if a manager wants a 25 Kelly, then he must take 35 kelly at the same time.

Normally a manager has no preference to buy crocodile bags, it's not due to he doesn't like them. It's only because within the limited budget, one crocodile bag= 4-5 classic bags, which means he could satisfy 4-5 clients instead only one client. But the manager would have in mind that how many VIP client or rich clients who desire for crocodile piece in his shop, and order some pieces for them.

In a word, Hermes is different from other companies. In other brands, they produce all the sizes and models as long as in the collection, so you could find the any size you want any piece you are interested in at the good monent( if you try to find at the end of a collection, you still have poor chance). But in Hermes, it's all according to what the manager buy at the podium.

So next time, if you are really interested in some piece when you watch the show, you can ask the shop manager whether he buy such a piece of certain size from the podium. You could have a straight answer that you could have it or no.



Rom.roths I do appreciate your insights into the process of getting merchandise to the boutiques. I was always annoyed that the store "didn't order" some high-fashion HS in a not-for-the-masses yellow-green or other unusual color. Now I understand why.


I do feel that the SA's may say a quick yes to satisfy a customer (yes, I'll order that tiny watch for you) and then never get around to doing it b/c other customers have more priority or the boutique just doesn't want to order the watch. I supposed the "quick yes" is a way of getting around having to disappoint people b/c of the limited selection of everything.


One of these days someone at Harvard Business School will do a case study of H for the school's MBA program and then, it'll all hang out -- oops, be transparent.
 
For the sake of building a relationship (especially with fine jewelry), I would wait unless you're in a rush for those items. I was interested in a silver CDC, but the thinner version. My SA offered to get it shipped from another store, but like you, months went by with no mention of it. Then out of the blue, my SA tells me it has arrived...it was almost a year later! I felt bad, but by then I was no longer interested in it and had even forgotten about it.


So I moved to a new city (Amsterdam) from London about 8 months ago so I have to build a relationship with the local H store all over again... Sigh.. Anyway I tried to buy the kelly and Cdc in rose gold which is about €12K but they didn't have it in stock. The SA promised to transfer them from another store in Europe but months later and I still haven't heard from him. Now both of these bracelets are available online a so I can just order them anytime and there's plenty in London but I wanted to have some purchase history at the store so I went in again but I still haven't heard back. I don't want to hound the SA but I'm not sure what I should do now.... It's so frustrating!
 
Rom.roths I do appreciate your insights into the process of getting merchandise to the boutiques. I was always annoyed that the store "didn't order" some high-fashion HS in a not-for-the-masses yellow-green or other unusual color. Now I understand why.


I do feel that the SA's may say a quick yes to satisfy a customer (yes, I'll order that tiny watch for you) and then never get around to doing it b/c other customers have more priority or the boutique just doesn't want to order the watch. I supposed the "quick yes" is a way of getting around having to disappoint people b/c of the limited selection of everything.


One of these days someone at Harvard Business School will do a case study of H for the school's MBA program and then, it'll all hang out -- oops, be transparent.


I'd be very interested to see the report from the school, and willing to offer help if anything needed : )
 
So I moved to a new city (Amsterdam) from London about 8 months ago so I have to build a relationship with the local H store all over again... Sigh.. Anyway I tried to buy the kelly and Cdc in rose gold which is about €12K but they didn't have it in stock. The SA promised to transfer them from another store in Europe but months later and I still haven't heard from him. Now both of these bracelets are available online a so I can just order them anytime and there's plenty in London but I wanted to have some purchase history at the store so I went in again but I still haven't heard back. I don't want to hound the SA but I'm not sure what I should do now.... It's so frustrating!
That's bizarre. In the US, SAs are falling over themselves to sell the gold jewelry. I was told straight out in Vegas "buy the gold CDC and we'll pull the Bs and Ks from the back room". Maybe try another SA?
 
That's bizarre. In the US, SAs are falling over themselves to sell the gold jewelry. I was told straight out in Vegas "buy the gold CDC and we'll pull the Bs and Ks from the back room". Maybe try another SA?

Gosh that would be so much easier! The SA said it doesn't matter what you buy here that determines whether you get offered B/K, we try to match what people want with what we have to the best of our ability... I don't believe him which is why I want to build up a purchase history at the store. He asked me which B I want (black Epsom 30 w GHW) so I told him and he said that's the top of everyone's wish list so pick another colour and I will ring if we have the combo you want, could be anywhere between 1-4 years! I seriously doubt if I will ever hear from him!
 
Gosh that would be so much easier! The SA said it doesn't matter what you buy here that determines whether you get offered B/K, we try to match what people want with what we have to the best of our ability... I don't believe him which is why I want to build up a purchase history at the store. He asked me which B I want (black Epsom 30 w GHW) so I told him and he said that's the top of everyone's wish list so pick another colour and I will ring if we have the combo you want, could be anywhere between 1-4 years! I seriously doubt if I will ever hear from him!



Natalie, in a case like this where you are a SERIOUS, serious, customer, I'd work these details into a pleasant little chit-chat with the manager, " geez, I want these items really badly for birthday, [next week Thursday, whatever] is there anything you can do?" When a customer starts to be a VIP as you are showing clear signs of being, sometimes the manager will serve that customer directly, with no SA interference.


That's what managers are for. SA's can be "not on the ball" often enough. I agree I wouldn't buy something that expensive on line. I have known of people that have a working phone relationship with an H they visit only once in a while because of distance. This SA you have sounds (excuse me) incompetent bordering on rude.
 
This is so interesting, it's like a good book you cannot put down! Again, thank you for being candid and sharing this information.
A former H SA based in the US once told me that on rare items, they would need to plead their case (or I should say the client's case) as to why one SA/Client deserved a special/high demand item over another client. They would do this in store meetings once new shipment arrived. Everyone would be pleading their case for the SM to decided which SA/Client. Sometimes, the SAs would get into spats about it. She left a few years ago saying the stress was overwhelming because you really wanted to please your clients and it was almost impossible to do so.
This is very interesting and shed some light on a situation that I encountered. One time, my SA insisted and made it a point to bring the SM over and introduced us. SM complimented my bracelet and bag, we chatted briefly about my preferences for smooth leather, especially box and the scarcity of it. As SM was leaving, nodded to SA and suggested SA show me special pieces, clutches in swift and tadelakt that don't happen to come in often. SA said since the manager suggested them, they have become available.
Yes I always think to be a manager in Hermes is quite depressing, under the pressure from the company and the reputation.
I can assure everyone here if it's allowed and without the budget pressure, all the managers would love to satisfy every one who desires for a bag.
And I despise those who take benefits for their own as a condition to sell bags.
We salesmen the same want to satisfy the clients, we actually feel bad when we have to say no to clients and to see the disappointed face. We are only salesmen, we wish to see that everyone has a great shopping experience with us. We hate lies, one friend of mine left Hermes for the reason she told me " I cannot accept my life wasting here, answering a thousand 'NO' to clients everyday".
The system is depressing, for everyone, such as now we are more like policemen who need to check the passport of clients to distinguish the resellers. We are merely salesmen lol, not detectives.
I am not suggesting that Hermes is lying to clients on purpose or as a way of selling strategy.
I was literally trying to explain the situation and difficulties for everyone working in Hermes and every step they take is for prevent their creation falling into reselling market. They want to maintain the crafts and wish to provide the best creation to the clients. Actually it's a way to protect the craft as well as the benefit of real clients.
We might meet varies salesmen, rude or nice, this happens in every fields and brands. What I really advice is trying to appreciate the product which is more important to me.
And there's really not many brands still continue handmade and best quality of materials.
Thank you so much Rom.roths for taking the time to give us a glimpse of the inner workings of Hermes! It explains a lot and I am even more appreciative of my SA.:smile1:
 
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