Treatment in Hermes Stores

[CharlotteE]

My home store is Denver- they are the opposite of pretentious, stuffy, rude, etc...it truly doesn't matter how you look, how often you've been in there, etc.- you get treated well.

Saw this thread and was planning to say this exact thing! LOVE everyone in the Denver store. They have always been exceptionally helpful and kind to me, and to my husband when he is looking for gifts. If we ever move I might have to fly back for my H needs [emoji4]

 

[Annabel Lee]

I am curious: what would you consider out of this world customer service?

I was at the store the other day and had picked a twilly. Because of some tax refund document preparation of a tourist I had to wait for <5 minutes, and the SA offered me water, coffee, champagne, all of which I declined.

I don't really expect out-of-this world customer service. I do expect about what you experienced (I'd be fine even without coffee or champagne being offered). I haven't had a rude SA, but most of what I've experienced has been very lackluster--no greeting, SAs helping better-dressed customers first, long waits even when the store isn't busy, and few perks. For example, I don't expect to have to pay shipping on an $8,000 purchase. Most of what I've seen is on par with mall stores such as Express or Bath & Body Works. I'm not saying SAs need to fall all over themselves to make shoppers feel welcome, but Hermes really is a top-tier luxury brand, and I think people are right to expect at least solid service along with that.

Just a suggestion to those that have had the experience of the short answer "no" in response to direct questions. Do you have X is a very direct question which when answered doesn't leave a lot of room for conversation. Think about the number one H question, do you have any Bs or Ks? Yes or No

I speak from experience working on the floor in stores (not H), if you want to engage the SAs and get them to provide information and service, it needs to be a conversation that can go somewhere. Instead of "do you have X?", how about "I saw this X and loved the shades of pink, style of design, shape of bag etc-do you have that item and anything similar you can show me?" it opens up a completely different style of conversation-in my experience leads to SAs showing more products, showing clients around the store and so on.

I realize language can be a barrier to some conversations and I offer this as a suggestion to those who have found they've been "shut down" when asking for a specific item at H. Ask for information, leave room for them to show you other things and you may find those good SAs who are fun to shop with. I don't doubt there are plenty of cold, rude SAs who aren't interested but I believe in a commission based sales team, they're motivated to cultivate clients but conversation works both ways so leave them an opportunity to tell you what else they have. They may just think that's all you want and say No. H doesn't exactly have the same inventory in every store so they likely say No a lot during the day.

While I think this is solid advice, any salesperson worth their salt knows to ask these questions of the customer. "No I'm afraid we don't have that item in stock, but let me see if I can suggest something else you'll like" before launching into the interview questions you outlined. These are basic upselling questions that I've experienced even in gas stations, and I would expect SAs at any luxury store to know how to draw out a customer as you described.

However, I realize you're not addressing the Hermes training team in this forum and are instead suggesting a tool for getting a better experience directly to people who have complained.

 

[haute okole]

not surprised, it's the Bev Hills store again... aside from my first clic H and bastia... and for hotstamping.. the snootyness at this store is the reason why i shop in Las Vegas.. even if this store is local to me.. unless one is willing to go through this at first,to establish a relationship.. i think i'd go elsewhere.. the place is always packed with tourists and hardly any SAs to be found.. at least the parking is free ... lol

I love the BH store. It is my home store, in my home town. I consider my SA my friend. I always have superb experiences in that store. I cannot say the same for the stores in FSH/Paris or Ala Moana. I was born in Hawaii and lived there for many years. I expected more from the Ala Moana staff and was sorely disappointed. When I tried to purchase something in Ala Moana, a stuffed horse, an SA told me to go to my home store (BH) to buy it! What!? A stuffed animal for my daughter's birthday? In Paris, they were impatient and dismissive, yuck. I am clearly not Parisian nor do a I speak French. I was as annoyed by them as they were with me. However, in Beverly Hills, we get each other. There is a definitely an attitude that we as customers bring into the store. When I walk into the Hermes store in Rodeo Drive, I walk into my NIRVANA. I am happy to be there. I adore everybody at Hermes. I adore them because my SAs, the SM, the Valet, the guards. etc. have been very fun and funny to hang out with over the years. They have been kind to me and my family. Rodeo Drive is a difficult place to work. There is a lot of rude and entitled people who walk through the doors. Be kind and smile and you will more likely get one in return.

 

[Nahreen]

I had a great service at the BH store when I was there 1,5 years ago. I was only there to browse and buy some scarves. My home store is really small but I love the jewellery and thought it a great opportunity to see what range is available since it is not the same too look in a catalogue. I was wearing my K28 returne in orange Togo.The male SA at the jewellery section came up to me and started chatting. He complimented my bag and said he had not seen this combo before. I did think that was strange since the BH store is the largest on the west coast. He asked where I purchased it and I told him my local H store. I said it was my dream H bag. He told me I would want to buy more but I told him no. Yes guess who was right about that, it was not me [emoji1]. Anyway it was a pleasant chat. I then proceeded to the scarf counter on the ground floor and got helped by another nice SA. I found the scarf I wanted but not the shawl. He offered to order it for me but I was only in BH until the next day.

When I tried on the scarf in front of the mirror some customers proceeded towards my bag on the counter behind me but the SA made sure they did not touch it. They kept starting and painting at my bag and charter excitedly with each other.

 

[rocket4rocket]

From my experiences: Providing the store you went into isn't super busy, if you are relaxed and friendly to the SAs and engage them into short conversation with creative opening lines, you should be able to get good "results" . You need to leave room or indirectly direct the SAs to popping the question: "Are you looking for anything in particular or any bags?" then you could tell them either 1, EXACTLY what you are looking for in SIZE, COLOUR, LEATHER, HARDWEAR. or 2, laugh and say "Of course I have bags that I want, but I am sure you won't just let me buy it." For 2, If they have a BorK hidden inside their store room they will give it to you; because they will feel they have achieved in making a difference.
Unless you are super friendly and have a good solid relationship with the SA, then u can go right out and ask they if they have what u want.

If you are not looking for a B&K, and its one of the other rare thing, then just go right out and ask, after you have done some friendly chitchat. There is a SA in Sloane St Store that always wears her scarf creatively and I always notice it and will always compliment on that.

Most of the time I will walk into a store so leisurely and dreamily without any expectation and the SAs always comes to greet me. Otherwise, you can greet them first with a smile.

 

[VigeeLeBrun]

I always wait until I am greeted by an SA in an H store, otherwise I leave.

 

[tonkamama]

If I really looking for something I always go when it's not busy (this also applies to all my none H shopping experiences as I don't like to shop when stores are jam-packed) and this is how I met my lovely H SA and had received great service and attention ever after.....

I still try my best to go in before the peak time as I don't want my SA (this includes all my other none H SAs) to lose his or her chance of making more sales from new customers which usually when store gets super busy after lunch time.... maybe because I had a retail business before so I know how hard it can be....

 

[Keren16]

I think it works both ways. Once a SA gets to know you, they become friendlier. You don't have to make a large purchase each time you are at the store. Loyalty counts.

 

[Shzauthor]

Hello lovely ladies. I have been a long loyal customer at my local Hermes store. There's a situation with a sales person and a particular customer that is clearly unethical, perhaps illegal?, and against everything myself and a couple other loyal clients of this particular store have ever witnessed with Hermes. This has been going on for a long while now and honestly it's shocking that management or others haven't caught on. Leads us to believe that management may be involved. Afterall, Hermes is what it is bc they don't participate in such unethical acts bribery etc. This is causing us to view Hermes in a negative light. So unfortunate. Never in my years of being a customer have I witnessed such blatant acts of bribery and breaking of Hermes rules and ethics.
How would u go about handling this sensitive information?

 

[LovEmAll]

Oh goodness. As a lawyer, I can't myself but to ask, what have you witnesses exactly and do you have solid proof of what is going on between this SA and customer? As for whether or not that is illegal per se, that is a different question since we are not talking about bribing public officials or anything of the sort. I do believe, however, that giving gifts or paying an SA to get offered specific items is against company policy.
Have you talked to your SA about it to see if she knows everything? If not, maybe talk to him/her and then talk to the SA that is involved in this questionable behavior to make sure that what you have witnessed is in fact what it seems to be. If it is, then, I would talk to management so they can take appropriate action.
This sounds very unfortunate and just plain wrong. I do hope the issue gets addressed and resolved at your local store dear. I hope you don't loose your love and passion for the brand for the few bad apples that are out there. Best of luck and keep us posted.

 

[ouija board]

Have you talked to the manager yet? Surely that would be the first person to talk to if you suspect something illegal or unethical.

As for the brand, remember that just because a company is above board, doesn't mean that the HUMANS that they hire won't do something stupid.

 

[VigeeLeBrun]

Hello lovely ladies. I have been a long loyal customer at my local Hermes store. There's a situation with a sales person and a particular customer that is clearly unethical, perhaps illegal?, and against everything myself and a couple other loyal clients of this particular store have ever witnessed with Hermes. This has been going on for a long while now and honestly it's shocking that management or others haven't caught on. Leads us to believe that management may be involved. Afterall, Hermes is what it is bc they don't participate in such unethical acts bribery etc. This is causing us to view Hermes in a negative light. So unfortunate. Never in my years of being a customer have I witnessed such blatant acts of bribery and breaking of Hermes rules and ethics.
How would u go about handling this sensitive information?

Shzauthor, this IS a very difficult situation and I am not sure that I would talk to the SM who may or may not know what is going on here. What I would do is write a very explicit letter to the Regional Director with facts and sign it anonymously. Then you have cleared your conscience, have gone one or two steps above the SA and SM's positions and have done all you really can do without jeopardizing your own relationship with your H store. The bottom line is that you may not be able to fix this nasty situation but you have pointed it out to executive management and how they choose to handle it is really up to them.

 

[petpringles]

Shzauthor, this IS a very difficult situation and I am not sure that I would talk to the SM who may or may not know what is going on here. What I would do is write a very explicit letter to the Regional Director with facts and sign it anonymously. Then you have cleared your conscience, have gone one or two steps above the SA and SM's positions and have done all you really can do without jeopardizing your own relationship with your H store. The bottom line is that you may not be able to fix this nasty situation but you have pointed it out to executive management and how they choose to handle it is really up to them.

Sage advise VigeeLeBrun! Go under the radar but get your point across!

 

[VigeeLeBrun]

Sage advise VigeeLeBrun! Go under the radar but get your point across!

Really, petpringles, is there any other way without nasty repercussions from the other SA or more importantly the SM who if is involved might take indirect action against the customer who "leaked" the information? I would handle this situation from a distance and very delicately.

 

[CanuckBagLover]

Shzauthor, this IS a very difficult situation and I am not sure that I would talk to the SM who may or may not know what is going on here. What I would do is write a very explicit letter to the Regional Director with facts and sign it anonymously. Then you have cleared your conscience, have gone one or two steps above the SA and SM's positions and have done all you really can do without jeopardizing your own relationship with your H store. The bottom line is that you may not be able to fix this nasty situation but you have pointed it out to executive management and how they choose to handle it is really up to them.

I'll just add my two cents - I this is great advice, but I would also in the letter avoid using terms "illegal", bribery" etc - these are loaded terms. I would just describe the facts, what you saw, when, who was involved and be specific as possible.