If you’re a fan of Hermès, you know that there is always something new to obsess over. Sure, we all love and crave the Birkin/Kelly/Constance bag trifecta, but there is inevitably something more: the elusive rodeo (preferably in the PM “petit modele” size); the scarf in that magical colorway; the perfect-for-three-seasons twillaine cardigan; the exotic Collier de Chien bracelet; and so on. There are pieces that require a certain amount of work to obtain, and there are pieces that just require a little luck and timing. The key to all of this – as with so many things in life – is your relationship, in this case with a Sales Associate (“SA”).
The SA relationship, though not mandatory, makes almost everything about dealing with Hermès easier. If you are looking for something, your SA can keep an eye out for it for you, can request a transfer from another boutique, or can suggest similar items that you may be interested in. They can put items on hold for you. In the US, they can electronically search item inventory to find something located at another boutique. If you have a really good relationship with a wonderful SA, very magical things may even be produced from the stockroom.
Of course, this relationship takes some time, luck and a bit of work. Most boutiques have many loyal clients already, so unless you meet an SA who is a new hire to the boutique, you will be one of many.
Starting A Relationship
So, then, how do you start? The best way is really to toss any preconceived notions you may have out the window. This is not to say that the dreaded Pretty-Woman-on-Rodeo-Drive moment never happens anywhere, but it’s incredibly rare nowadays, and with the power of communication via social media, any such behavior is guaranteed to hurt a business’ bottom line (and since everyone is wearing athleisure nowadays, who can tell what anyone can afford to spend, anyway?). Generally the worst you may encounter will be less like “Pretty Woman” and more like “Waiting For Godot”, especially when the boutique is busy.
Over the past 20 years or so the “old guard”-style stereotype of the Hermès Sales Associate has generally given way to a younger, hipper, more accessible generation, which makes it easier to start these relationships. Many SAs realize that the key to a successful career is also due to the relationships they build – a loyal clientele that sustains interest in the products (and can be enticed to spend their money across departments) is at least as beneficial for them as it is for their clients. Some SAs are very knowledgeable, and some are less so, but most truly appreciate discussing the products and both teaching and learning new things about the merchandise. This give-and-take of information between SA and client tends to strengthen the relationship.
Some clients do like and prefer that old guard style, and many of those SAs tend to be incredibly knowledgeable, having been with the company for many years. Although in the US many of the legacy Hermès SAs are generally quite warm and welcoming (despite the few, ahem, holdovers), there may be a bit more of this old guard type elsewhere around the world, so it’s best to just be prepared. No matter what type of SA you encounter, the best advice is, if you can manage it, to try to be confident and enthusiastic. Even the most “Frau Farbissina”-type SA cannot deny a customer who clearly loves the brand and the products.
You might not click with the first SA that you meet, and that’s really something you need to be honest with yourself about. Often that first SA was just the first one available to help you when you entered the boutique, so if you find you work well together, great; if not, especially early in the relationship, it is neither difficult nor unusual to find someone else to work with. You might feel awkward, but that really isn’t necessary (YOU are the customer!), and if you are honest and clear it can be easily done, either by you simply approaching and working with a different SA or by briefly discussing the matter with the Store Manager (SM) as simply as possible. This is key if you live in an area where there is only one boutique and you want to enjoy going for many years.
Once you have an SA you like, let them know the sorts of items (or colors, leathers, patterns, styles, etc.) you are interested in. Again, honesty is always the best policy – if and when there is time, you can look across the different departments you are interested in, to also give the SA a feel of what your style is. You don’t need to buy anything, and you can just tell the SA that you are interested in learning. Ask for the SA’s input, even if you don’t necessarily want or follow their suggestions; not only does it make the SA feel more personally invested in whatever your selection is, you can get a feel for how truthful they will be in giving their opinion, and also whether their tastes mesh well with yours. Additionally, the SA has likely seen many items on various clients and may have a feel for how well a given item has worked for others (this is particularly helpful when you are looking at the scarves and shawls) so they can offer useful and practical advice.
Other suggestions, to take or discard as you wish:
- As mentioned above, it’s completely fine to go to the boutique, spend time looking around, and not buy anything. Sometimes you have to go in and look and try things a few times before you settle on something that works for you. Browsing is fun!
- Especially if you are new, and if you really do want to have the time to work with an SA without feeling rushed, it’s always helpful to visit at quieter times when the SAs aren’t very distracted by many other waiting customers (hint: weekend afternoons and Mother’s Day are best avoided). Some SAs prefer that you make an appointment with them (this may depend on how busy a boutique usually is), so its always best to ask if that is preferred or needed.
- If you’re a brand new customer, don’t immediately ask for a Birkin. Most SAs are given this request many times every day, and it suggests that you’re not really interested in anything else, even if you are. It’s ok to let them know that you do want one, just perhaps not immediately. Of course, this advice does not apply if you are at the Paris flagship!
- If you have found a wonderful SA, it is expected that you will continue to shop with them when you are at that boutique; however, that does not mean that you could or should only shop at that one location. It’s fine to regularly work with different boutiques, considering that different stores place different orders and receive different inventory. If you feel a loyalty to one SA and find a desired item somewhere else, you can let your SA know and give them the opportunity to bring it in, but generally it’s really ok to buy what you find where you find it. If you prefer you can tell your SA about this, such as letting them know you will be traveling or that you occasionally shop elsewhere.
- If you desire to give your SA a gift, it is generally recommended that you bring something edible that can be enjoyed by all of the staff. That is the sort of thing that is really noticed and appreciated by everyone.
- It’s always good to stay in contact with your SA if you can’t visit often. Emails are usually the best way to keep in touch, especially if you want to send photos of items you are interested in. Do not be concerned if your SA does not get back to you immediately, but rest assured that they do receive and read the emails. If you don’t hear back you can always call the boutique to quickly touch base with your SA.
When it comes down to it, your SA is human, too, and your relationship with them is just as important to them as it is to you. While it can absolutely be intimidating and sometimes frustrating, just being honest and practical, and treating it like any other business-type relationship can make it very enjoyable and beneficial for everyone involved.
It’s funny to read all of the negative comments, and yet they are here. Actions speak louder than words.
I think this is a really well written article. As someone who purchased a Birkin two weeks ago from the Beverly Hills store, I will say that this is solid advice. I think it’s important to build your relationship with your SA based on the brand and all the beautiful items in the store vs. just trying to get a Birkin. I never even fathomed getting a Birkin at first. I just assumed it was not possible for me to get such a coveted item from a store that gets 200 Birkin requests a day! I spent my time and money on merchandise I absolutely loved for both myself and as gifts before I was offered a Birkin. And when I was offered the Birkin they said that they really appreciated my love of the brand and knew I was buying because I was truly a fan. It was all very authentic and a very pleasant experience. I never felt like I was playing a game. More I was being a loyal customer who built a really good relationship with her SA.
People who buys Hermès for the sake of Birkin and Kelley will never understand the true value of the brand. Please do us all a favor and go to Chanel and get yourself a double flap.
I share a very similar experience. I really had no expectation for a birkin because of all the stories how you have to spend 10k plus to be offered. I just bought what I love and 1 month into my experience with H, I got my first offer and it was the color that my mom told her that it was her favorite color and only color that she would want a birkin in (my mom thought saying that would mean she would never get an offer and having to buy a birkin lol).
It’s all a game which I don’t appreciate. I bought several items before I was “offered” a chance to buy a Birkin. I disagree re: purchasing from other stores and SA’s. My experience when I purchased a bag online was my SA became very upset with me for purchasing since I didn’t go through her. (WTF) I gave her the first opportunity to get one for me, but she stated she would need to “trade bags” with another store and no-one had what I wanted. Then, when I went to Vegas and purchased a few items she “found out” and was upset, again. At that point, I was done with Hermes. Honestly, I can go into a Chanel boutique and buy exactly what I want and not go through these crazy hoops.
It’s ridiculous that Hermes gives so much power to the SAs. Now i understand why people overpay so much to the resellers and personal shoppers. It’s worth it to not deal with annoying SAs.
I’m not going to buy any SA presents. I have to be grateful she’s offering me extremely expensive merchandise she makes a commission from?? She should buy me presents.
They don’t make commission from BKC
Ah! Thank you for clarifying. Still – I’m not buying an SA gifts!
What is the acronym BKC? Thx!
Birkin Kelly and Constance 🙂
Thx, but they really don’t make any commission from these bags? Do they make a commission from their other products, which my SA constantly pushes.
Nope! My understanding is that they only make pool commission for certain items that are more popular like fashion accessories and scarves. They only make individual commission for difficult to sell items, like fine jewelries, home stuff, and RTW. Those might be the things that they push for the most.
I have to say I disagree with the tone of this article. It may thought to be the way it is to shop with Hermes and play along with all the games but this is 2019. Are we really expected to buy items we don’t want just for the opportunity to spend thousands of a bag? I find it very interesting that Hermes turns a blind eye to the many resellers who seem to get these bags-and how is that exactly? I am sure that many a green bill crosses the hand of these SA’s for that opportunity. That should make all of you angry.
So it is the plan to not ask for a Birkin right away, but you should ask for another bag or trinket for several thousand you do not want? Let’s put this in perspective, it is really quite ridiculous that so many people play this game. What is wrong with us? So many ladies talk about buying other bags they don’t want just to get closer to buying the coveted H, just add 10-20k to the price of your BKC and there you have it.
As a grown woman if I don’t click with the SA I meet, I should think we are all able to say no thank you and seek out the next person. Involving a manager is not going to help anyone and will probably alienate the staff towards you. And I can tell you that shopping elsewhere is not going to endear a SA to you and it is not going to help you with your purchase history.
I get the feeling these SA’s are laughing at us behind our backs at what fools we are thinking we can get a coveted bag and that is really disturbing. I for one will never buy one of these because I have more self worth and sense than this and yes I can afford it.
I think the whole H game, and also for many other designers too, but H being the epitome, reeks of desperation. Please like me. Please find me worthy. Please make me feel whole. Please make me feel special. I will grovel and beg and follow you around like a puppy dog if you just give me a chance to adorn myself with a totally banal marginally creative hunk of leather that costs what you set the price at (not what it’s actually worth). Please please PLEASE make my outsides fix my insides! Women fought and fought for independence and respect all over the world for hundreds (maybe thousands) of years, yet we so easily succumb to being complete doormats when we think it will elevate our ascertained extrinsic value. How foolish, and embarrassing. And PUH-LEASE no one come on here and say but oh, my relationship with my SA is different, we respect each other. BS. These brands work with psychologists who incorporate how to manipulate insecure customers into spending money for perceived enhanced social value. Birkins are useful, for sure, but not some holy grail. Kelly’s are useless and irritating. Constance is matronly and unremarkable. They all are…..unremarkable. So how to you sell unremarkable things? ^^^^Pavlov.
Did it occur to you and pursegirlinLA that women might actually like the quality and style of Birkins; and purchasing one has nothing to do with trying to fit into some perceived elevated social status? I hear what you are saying, but for me I don’t give two cents what anyone else is carrying or what implied meaning it has for them. I buy what I like, period. I’m a casual dresser, but carry expensive handbags. I’ve done this all of my adult life and this is my comfort zone. I have a wide variety of well made bags from various designers, including Hermes. I have enough self respect that I didn’t grovel for these bags, either. You can define and analyze the reasons that women carry Birkin’s, which makes for interesting reading, but I don’t fall into any of these categories so count me out.
“The lady doth protest too much”
No, this lady does not like to be stereotyped into an overanalyzed, arbitrary psychological category. Just because I like and purchase Birkins doesn’t mean that I fit the “Birkin norm”. I’m just being me. That’s all.
Of course there are exceptions to the stereotypes. I’m more curious about your belligerent undertone.
Is TKS’s opinion that important to you?
If you are happy with having to buy other things and those are things you like to buy then this brand and their psychology work for you. I agree 100% that it doesn’t matter what others are carrying or buying if you love it.
I want to see Hermes respond to the reseller issue-at least Chanel tries to shut them down. And let’s face it, the Hermes styles are not nearly as complicated to make. I would love to know how they would perform making quilted bags with precision as opposed to flat leather bags along with changing up designs each season. I also don’t think too many SA’s are your friends unless you are buying from them.
I responded to this earlier, but somehow my comment was deleted here. They are fully aware that bags they are selling are being resold. My SA (and his team) brag about the bags they’ve sold to a particular reseller who flies in once a month for a week to collect multiple exotics (think a few croc Birkins at a time). He was like , have you seen xxx bag on her site? We sold her that last week, isn’t it AMAZING?
So if the H SA’s are not getting commission on these bags, this reseller must be compensating them somehow. Surely they are not doing this out of the goodness of their hearts?
I will say this. My H SA (yes I’ve done the whole game too, and can speak with validity and personal experience) told me that a very high profile client was robbed in her room this year. (I was at a very fancy hotel in a fancy city). He said she had purchased 3 croc Birkins this trip to put on her site, and she comes one week a month to load up on merch, His point was not that she was doing this, his point was that the hotel, contrary to public reputation, was NOT safe. Soooo, it’s all in plain view.
I think the quilting on Chanel bags is machine-made.
It is yes but my point is that the quilting and ever changing styles lend themselves to more difficult to produce designs.
You are correct!
I’m not sure why there is so much judgement from people about other people’s choices on what they choose to buy and how. If you don’t like how Hermes runs their business then it’s not for you, move on, there is no need to past judgement on people? Literally, every corporation exists to make money and most of the time, it’s not in the most equitable, sustainable or nice way. We live in an imperfect world, things that make us happy may not necessarily work for others. Could we be doing more to improve the world instead of focusing on our own happiness? Sure or maybe not, just depends on where your headspace is, everyone is different! This said, no matter who you are, try to be kind! I personally like Hermes products, not everything is to my taste but I appreciate the quality and design of the things I like and have purchased. I treat my Hermes SA as I would treat anyone, with respect and kindness and expect, also have experienced, the same back.
All this to MAYBE be permitted to buy a purse. Not for me.
What’s disturbing, if you read some of the responses on the Purse forum, is that some women value their worth as a human being relative to being offered one of the “coveted” bags.
In a color, size, and leather/hardware that you don’t want. I would feel like a moron.
No, not true. I was offered a gray or gris Birkin with palladium hardware, but I didn’t care for it so I did not purchase. I told my SA what I wanted and when it came in she called and I made the purchase. However, another time she called re: a crocodile Birkin. I would never purchase this type of bag since it’s an exotic skin and cost $60K, so I declined. I also feel that one would be a fool to buy something they don’t want.
Yes, it blows my mind that some subjugate themselves and put up with this. Plus, Birkins and Kellys look very matronly, so the desire to have one just escapes me.
walk on eggshells, kiss ass, walk on eggshells, kiss ass, walk on eggshells kiss ass. Don’t get me wrong, I’ve done the drill and played the game. And felt like the biggest loser afterwards. So disempowering.
Yes, I’ve done the “drill” as well. Hermes is a high end luxury brand that play games with customers, who are their puppets. In time, I got tired of playing the game and no longer shop there. Why do we play into the hype? Why do we want a Birkin so much that we are willing to subjugate ourselves to these types of selling tactics? IDK, and what does that say about us as consumers?
It doesn’t say alot. It says we need to feel a part of a special crowd, I for one will not participate.
hi anon SA here
let me tell you some things
if you shop at other boutiques and still bother us with your emails and questions, we will neither invite you to stuff, nor will we break our backs to get you hot items. and yes, we can see where you shop. we have customers who will let us know if they saw something at another location and if that product is available with us, they will buy it from our store.
actually, don’t send us endless emails, we are really busy and emails from people who don’t plan to show up the current week are unnecessary and bothersome. so we might not forget who you are, but you don’t want to be remembered as that person.
store managers are busy people and there is no reason for you to talk to them just to let them know you’re not feeling an SA. a regular dep.manager will do just fine if you really feel the need to complain.
something edible is nice, but mind you, ask someone what they like before you buy something. don’t make stuff yourself, because we usually won’t consume it out of concerns of poisoning and hygiene.
in all honesty, just be yourself and an overall nice person. there are different SAs and just with everybody else, you will eventually find someone you actually like. and that goes both ways. you don’t have to wiggle your way in if someone actually likes you. and I’m quite sure, most of us can tell if you just want to buy your way into a conceived “inner circle”. we all like gifts, but we prefer them if they are genuine.
As for Hermes, my customers told me that they basically had to buy other catagories, like jewelry and RTW to be offered bags they had on stock. but if you come around the right time to place an order, they took first timers too.
and one last thing, yes you are the customer, but so is everybody else. you are buying items, not people. nobody owes you nothing for buying from our store. and what’s considered a “good customer (VIC)” differs from location to location, so don’t get an attitude. what’s a lot of money to you, might not be a lot of money to that particular store. and if you are a nice person, you might get treated better than people who spend a lot more money than you, anyway.
thank you 😀
I am shocked and appalled that an alleged Hermes SA would write such disparaging remarks about customers. Every person, whether they purchase or not, should be treated with respect. I have been purchasing from Hermes for years and I have never seen an SA or a customer treat each other disrespectfully. Also, if a customer is buying a Birkin for $13K, which by the way is a lot of money in any store, they should not be treated as a commodity. So, to tell the customer not to “get an attitude” is basically telling us to fall in line in order to receive the opportunity to purchase Hermes merchandise.
Please remember that customers, not SA’s, keep Hermes in business. It would be to your benefit to be less judgmental and critical of your customers. Lastly, a customers time is as valuable as an SA and to write that we should not “talk to store managers” or “send endless emails” because you are “really busy” is not only insulting, but actually rude. If I treated my clients, who send several emails and messages to me, as you treat your customers then I would be out of work. When “we” are providing a service to the public they should be treated with kindness and respect no matter how “annoying” you may think they are.
If your “attitude” is representative of the model that Hermes wants to project then there is no reason for me to continue to shop at Hermes. Lastly, if you are a representative of Hermes it would benefit you to brush up on your writing skills as it takes away from your message and credibility.
The only thing I don’t like about your comment is that I cannot upvote it more than once
Wow. Such attitude and power trip! You’re just flogging stuff in a shop. Not finding a cure for cancer. I’m always polite when I shop but I’m not going to ingratiate myself or grovel to an SA. Plenty of brands out there to choose from. I’m there to buy a product, not make friends…. As far has getting me a “hot item”, so what? I’ll just buy something else.
Well aren’t you a breath of fresh, wafting excrement. How absurd that the above is not only tolerated but acceptable. Shame on all of us for supporting a culture like this. What a great dream to find an SA who says “nobody owes you nothing” and clearly spends entirely too much time profiling with gusto. Sheesh.
let me say as much, I don’t think you would get any hot items at our store.
the culture you’re talking about is called being a decent human being. your money and where you spend it don’t make you any better a human than the next person. if you decide to spend your money on an item, it is your decision. nobody forced you to spend that money. the language you chose very well reflects on what type of person you are. thank you very much.
Your grammar is terrible. You’re clearly not an SA at Hermes.
Well, it doesn’t sound like you actually work with Hermes, judging from what you wrote (“As for Hermes….they had in stock); so none of this really applies to you or whatever designer brand you purportedly represent.
There’s a distinct difference between being a decent human being and being entitled, and that distinction runs both ways – for customers AND for the SAs.
Thank you for posting this. It is so interesting to read from the SA’s perspective. I think being a nice person is 100% the best advice ever.
I’ve shopped in Hermes boutiques for years and her perception of customers is highly critical. She is telling consumers to “be nice”, but her message is negative and demeaning. I have never treated any SA rudely, but her perception that customers are “bothering” managers and SA’s should not be tolerated. Kindness goes both ways.
I find this whole thing ridiculous! I am not going to embarrass myself to a SALES person. Are you kidding me? To quote Edina from Ab Fab: You only work in a shop, y’know, you can drop the attitude. I’m a freakin’ big deal (in my own mind at least!) and refuse to debase myself to spend money. There are plenty of places that are only too willing to take my money and sell me exactly what I want to buy without question or pretense! To those who hold H in high regard, think for a minute about why this is the case. It might be hard to face the reality of it but it’s a worth exercise in self awareness.
“Waiting for Godot” lol! Well put though.
Great article! I really enjoyed reading it.
PS: You should add the missing accent mark on “petit modèle.”
Great article but wait a minute, we are talking about buying a friggin’ bag!!!!!! If only we put the same effort towards something a little more constructive…(we are all bag lovers, I know, but just sayin’:))
Sadly I see many comments obsessing about getting a Birkin and the (truly) silly game Hermes put in place (not that I don’t love Birkins so I understand). I absolutely get people’s desire to just walk in and buy B/K/C.
Hermes to me is not B/K but leather and enamel bracelets (I’m Polish and was super excited to learn my enamel bracelet was designed by a Polish artist and to see Warsaw in one of the scarves), silk, broadly bags (when I saw quality of Evelyne leather I was beyond excitement), homeware. I appreciate the relationship I pretty quickly built with my SA without actually doing anything I’d feel uncomfortable about. It’s so much better than eg. Chanel where I left dozens of thousands £ and got either contempt (not sure why), lack of interest in getting me a bag I really wanted (and mind I sort of had a regular SA) and lack of quality (was sold a defect 2.55 bag).
My SA from Hermes transferred a hard to get Herbag colour from another store – those things make the experience really nice. I got my Kelly in highly coveted colour very quickly from the first visit in the store but it wasn’t because I had to buy ‘stuff I didn’t want’, I bought what i really like and would be very happy without Kelly. Whether the bags are matronly or not, well guess I’m not getting younger 😉
Just reading about all this mating dance is exhausting enough for me
I’ve been buying Hermes for about 7 years now, but don’t have the time to “establish” a relationship with an SA. Sometimes I shop at the boutique near my workplace. Sometimes I use the boutique near where my family lives and most of the time I order from Hermes online or from a reseller online. I’ve never understood the concept of an SA calling me out of the blue and I just happen to have that $12,000 lying around for a bag that made her think of me.
Common it’s not that bad……I only read/ heard such horror stories about Hermes…i never bothered entering the store till two years ago …then one day just entered the store and bought jige clutch ( I wanted it not because I was forced to ) enquired about birkin they said they will call me if they get one..sa offered me crocodile birkin for 50 I that very day…told her i cant afford it she smiled …after 2 months called me and offered birkin Togo black and gold told her I am broke… after 3 months called me bought a black one,in a months time was offered gold bought that one aswell…placed an order for Kelly was offered within 2 months a 28cm togo in black…I am done with bags as of now…won’t be buying anything other than zara /mango non leather bags(cause I turned vegan for environmental sake)…quality wise these bags are amazing
…cause they withstand the abuse I put them through ….though chanel boy is my most used bag (quality wise it’s nothing like hermes but I love boy)…..
I love that you somehow think you’re doing the environment a courtesy by eschewing animal products in favour of heavily processed, usually petrochemically-derived, “vegan leather.” I don’t even wanna touch on the fact that the retailers you mentioned are notorious in the fast-fashion industry for their questionable ethics and the appalling condition of the factories they source their goods from.