Shopping At Luxury Stores

[Diorling]

Actually, if you did that you can bet your grandma that the rude customer would call your manager and complain, and you'd probably end up losing your job.

Doubt it. Retail is about money, and if you're making them money. They will look the other way. Also bad customer service is never a basis for being flat out fired...Ive never heard anything like that...

 

[Guessgirl96]

In reference to Guessgirl, on more in demand pieces I personally do CHARGE holds, which means you will be charged and that sh*t will happily be sent to your home. Without a credit card on file, there is no guarantee that the item will be there tomorrow. You cant just hog bags, if it's our last one that's on hold, you best believe we are selling that sh*t happily!

Sometimes I actually hold things becuase I want to think about it some more, but if most places do it like your store does I dont get what the point of holding something is. They either sell it if someone wants it, or they charge it? That seems to defeat the purpose of holding something, thats the same as either buying it or leaving it out on the floor. I've personaly never been charged for something I have on hold if I didn't want it, and have never called back to get something and have it not be there.

 

[justinelm]

They will never be able to tell who the "ultra-rich" consumers are when they walk in that door unless they have some out-of-this-world ability.

I think body language goes a long way, you might be able to pick it up.

 

[Diorling]

Sometimes I actually hold things becuase I want to think about it some more, but if most places do it like your store does I dont get what the point of holding something is. They either sell it if someone wants it, or they charge it? That seems to defeat the purpose of holding something, thats the same as either buying it or leaving it out on the floor. I've personaly never been charged for something I have on hold if I didn't want it, and have never called back to get something and have it not be there.

I forgot to add Im refering to in demand pieces, which normally dont get put on hold because they get purchased on the spot. I mean we had a Hamptons Weekend Patchwork (its sold out, so this was the only one in our area) and literally as the customer was returning it the other customer was purchasing it. All depends what it is, if it's our last non-floor bag, its gonna be a charge hold, but if we have 20 then it's fine.

Justin has something I think, body language is definately something, intonation, posture things other than material goods.

 

[djork]

I think body language goes a long way, you might be able to pick it up.

my aunt always dresses like sh*t when she goes shopping. she has this old taz tshirt she wears with jean shorts. if people dont talk to her, their lose. she went car shopping on a day when it was raining just to see if anyone would come out to greet her. one guy did and she bought a jaguar from him. i helped a guy dressed similarly (he had on a tshirt that said 'i dont give a rat's *** with cut off shorts) and he bought 4 zegna suits from me. i'm sure people have better stories than his, but whatever.

 

[fashionista-ta]

my aunt always dresses like sh*t when she goes shopping. she has this old taz tshirt she wears with jean shorts. if people dont talk to her, their lose. she went car shopping on a day when it was raining just to see if anyone would come out to greet her. one guy did and she bought a jaguar from him. i helped a guy dressed similarly (he had on a tshirt that said 'i dont give a rat's *** with cut off shorts) and he bought 4 zegna suits from me. i'm sure people have better stories than his, but whatever.

I love it, great idea

 

[Pastry]

^ i'll add to this..my manager was just telling me about her work at a luxury houseware store back in her day. she helped out two gentlemen who were dressed in worn overalls (they worked in construction) after her fellow sa just sort of scoffed and ignored them.

..the guy's home just burned down and his wife lost all of her china, crystal, utensils, etc...they bought a china and crystal set the first day (4,000), and another set with the chest it came in the next, all together they spent about $9,000...

 

[arlekindearrabal]

^i love that!
my parents always tell me that the snottiest, more stuck-up pretentious people are the ones who actually spend less... well, at least here in mexico

 

[juzuxel]

belltrist a little pit offtopic but how much was the Hermes belt??

 

[northern_song]

IMO Nordstrom has the best customer service. Whenever I go into Nordstrom I get treated with respect, even if I am shopping alone (I'm only 17). The SA's go above and beyond to help you. They gladly order anything for you that is out of stock and if they don't carry something they will tell you where to find it (even if it isn't Nordstrom). In Saks however, you are lucky to even find someone who can help you, let alone someone who offers. I went in there the other week, I wasn't dressed all that nice b/c I had originally only planned on going to Target, and there were barely any SA's around. I think it was pretty evident that I was looking for something, but not a single person offered to help me find what I needed. Even there little "teen boutique" area (that sells lower end items like Juicy, Lacoste, etc.) has poor service. I have never once been offered to be helped when I have gone in there, which def. doesn't make me want to shop there (even if I liked the over-priced, unattractive clothing). As for middle level mall stores - I don't really shop at Bebe or Hollister, but I know A&F has horrible customer service. They all stand around, decked out in head-to-toe A&F. There is never anyone to even open the dressing rooms. You have to go ask one of the cashiers who are usually busy ringing someone up.

 

[Stylephox]

Ok. Because you absolutely know noone else will buy it. Please, we're letting you in our store, we're giving you good service. Please realize, you're not entitled to anything, it sounds crazy but customers think thier entitled to things...uhm, you're getting nothing we don't have to give you (I.E. you will get the receipt, but being nice is not necessary).

I think you're being a bit irrational, I doubt the poster meant to target you specifically. I'm sure we all know that there are lots of great salespeople out there.

And I also disagree with some of your other comments...because I do think that customers _are_ entitled to at least a decent level of service and politeness. How is being nice not necessary? Isn't that a pre-requisite of any job in the service industry?

In the end it's just a job, the store isn't 'yours', the brand isn't 'yours'...As an employee you're a stakeholder but not a shareholder. I think that's what a lot of deluded SA's get hung up about and consequently what annoys a lot of shoppers.

Keeping in mind I hate rude people in general, and I know what it's like to work in customer service. I've had middle-aged people yelling at me for not giving them discounted tickets to the James Bond memorabiliaexhibit for goodness sakes

 

[Fi-uk]

I avoid going into higher end stores like that just because of the way the sales associates are...

I always feel very intimidated by them... and they always act snotty. Hello... you don't own Barney's... why are you ACTING like you do? You are WORKING FOR THEM?

but I always appreciate a kind and polite sales associate... they are few and far between.

Me too. I always feel like I'm not worthy.

Ridiculous, seeing as my BF pointed out I earn a hell of a lot more than them and my purchases contribute towards their salaries, but I just feel hoplessly intimidated, patronised & looked down on, I start blushing, mutter something irrational and flee. I'm convinced that a lot of it is to do with the way I'm quite often dressed when I do have time to go shopping - straight after work, in jeans & a t-shirt and trainers.

I was brought up to be exceptionally polite to anyone, regardless of whom they are - whether they're 'assisting' me or I am 'assisting' them.

In London one quite often gets SAs who ignore you and carry on their personal conversation about what happened on the weekend, even if you've been patiently standing at the till for 5 minutes with 4 items in your hand, waiting to pay.

When they do finally deign to assist you, they don't actually look you in the eye or address you, apart from to snap the final total at you in an aggresive tone of voice, all the while talking to their friend. Your bill is thrust across the counter or, at times, dropped into your hand from a height. There is no excuse for this sort of behaviour. It's just plain bad manners. The worst of it all is that even though i've just been treated like this, I still always meekly say a polite "thank you very much" and tiptoe out of there.

I will however exempt any SAs in Selfridges from my whinge, as they all appear to be absolutely lovely.

 

[Fi-uk]

Also, associates who just got done with a b*tch could still be prickly because of that.

Whilst I do truly understand what you mean, I still don't think that's any reason or excuse to treat the next - potentially innocent and nice - customer in a rude or condescending manner.

I used to work in dentistry. It didn't matter how nasty, rude or difficult my last patient was, I never, ever took it out on my next patient. I'd perhaps take 5 minutes break, walk outside and b*tch to my nurse about what a total a%£$h*le my last patient was and get over it. Then I'd walk back in, plaster a smile over my face and get on with my job. I might burst into tears at the end of the day when I got out of the practice but I never let my patients see it.

 

[fashionista-ta]

^ I agree. An inability to compartmentalize (IOW, taking it out on others) is a strong sign of emotional immaturity (clearly rampant in retail).

Btw, Fi-uk, if I have things I'm ready to pay for, sometimes I'll wander around the floor looking for someone helpful and skip the "attitude" checkout. This can be effective ...

This past weekend I went to the tiny outpost of Neiman's closest to where I live to return something I ordered from the catalog (unacceptable quality). It was quite amusing ... there was hardly anyone in there and most of the SAs seemed to be guarding the place, whereas their counterparts elsewhere are actually too busy helping customers to stare down each and every person who enters the store.

Once I'd run the gauntlet in Cosmetics and went up to look at clothes, there seemed to be very very few SAs, and I took the opportunity to look at everything in peace. The selection was pretty good since no one apparently is buying their stuff I will be going back

 

[Fi-uk]

^ I agree. An inability to compartmentalize (IOW, taking it out on others) is a strong sign of emotional immaturity (clearly rampant in retail).

Btw, Fi-uk, if I have things I'm ready to pay for, sometimes I'll wander around the floor looking for someone helpful and skip the "attitude" checkout. This can be effective ...

Very true.


However, I will say that given the attitude of some of the people who have posted in this thread, it's not altogether surprising that some SAs have a slightly aggresive attitude. A lot of people who have posted on here seem to have an incredibly rude and demeaning attitude towards service staff and it would be awful to have to deal with that all day.

 

[Guessgirl96]

Someone mentioned that Nordstroms service is very good and saks is horrible. I completly agree with this, Nordstroms always makes me feel welcome and they're very helpful locating what I want, while saks act like their doing me a favor. Theres rarley a lot of people there, it's always half empty so I dont see any excuse for it. I dont go into Saks anymore, they dont have anything that I can't get elsewhere.

I also agree with what stylephox said, that unless the person did something to show otherwise, everyone deserves respect weather it be the customer or the SA.

 

[ShesElectric]

Im not psychic in any means but after being an SA for so long I can pretty much tell who and who can't spend racks of money.

Just because they CAN spend racks of money doesnt mean they will. So yeah, you may be able to pick out a few who are loaded up their a***s but that doesnt mean they are the ones who will be your most profitable customers. In fact, from what I have experienced - they are the cheapest customers I have ever met! Most walk in with fake handbags and act like they own the place. I may walk into Chanel with a vintage rock band tee and ripped pair of jeans but I'm one of the few who walks in prepared to spend a shitload on what I must have for the season. It's just too bad that the stuck-up sales associates skip me and run for the chick with the fur coat who comes in to vent and then leave (it really happened). I mean, I am one of the kindest people those SA's will ever come across but they never take the time to find out.

I always look around for an SA who can look me in the eye and give me a decent welcoming smile to take my money to.

 

[ellewoods]

I usually just act bored while I'm shopping; as if I hate everything in the store. I swear for some reason it works...when I do that the SA's swarm me.

 

[fashionista-ta]

^ Here's the thing though ... I don't want to have to have a bad attitude myself in order to get good service. I don't want to play their game ... I want them to play my game ... which is, Shopping is supposed to be fun, and life is much better when we're all kind to each other.

 

[unplugged66]

It is so silly how we as cosumers have to do certain things to get service at a luxury boutique. This whole situation with age and what you wear is beyond ridiculous. I work at Yorkdale Mall. Which is one of Toronto's most well known malls. Whenever I have a customer or someone looking at the merchandise on display, I always greet them politley and give the best service possible, no matter their age or based on what shopping bags they are carrying.

Sometimes I know the customer isn't going to buy anything, but that doesn't mean I am going to ignore the customer and be rude. In some cases the customers who you think aren't going to buy anything are the ones who leave the store with the biggest reciept. I mean especially in today's global market, the demographics show that the age group which is spending the most amount of money on consumer goods are between the ages of 14-24.

Well today I'm going to Louis Vuitton, and I'll see what happens. If I'm treated bad I am going to request to speak to a manager. Although their sales associates are much nicer than the ones a Gucci.