My upbringing, while safe, comfortable, and loving, did not involve much (read: none) of luxury shopping. My love of handbags and luxury brands came from an innate passion for clothes and dressing myself as a child and even a toddler.
That eventually led to flipping through Vogue while my mother checked out at CVS Pharmacy. I would later buy them with my babysitting money to plaster Louis Vuitton ads featuring Gisele Bündchen all over my bedroom closet.
While to this day, I sometimes feel imposter syndrome when shopping in luxury stores, the very first time I walked into one to purchase a bag with the money I had saved, I lacked a fully formed frontal lobe (I was only 13) and had blind confidence that I belonged there.
A lot has changed since then, and I started shopping in luxury boutiques more frequently, which has been only somewhat consistent in the last 2-3 years. Something I’ve experienced a few times since making purchases is the follow-through with SAs via text.
Constant Communication
A few times in the last year, I’ve had sales associates reach out via text, typically 2 to 3 weeks after making a purchase. Each time, the text has been a near-carbon copy of the next: Hi, Kaitlin! It’s Kevin from XYZ sharing some new arrivals, followed by photos of bags of shoes. The first time I received one of these texts, I hesitated.
It reminded me of mall shopping (aka looking) as a teen when the associates would follow you around and ask if you wanted help. In all my awkwardness, I just wanted to pick my outfits in peace and not be styled by a girl who was only a year or two older than me and probably went to my high school.
Not to mention, my babysitting money would likely only afford the most basic of the items I was trying on, definitely not a whole new outfit. Similarly, receiving a text a couple of weeks after I’ve just made a big luxury purchase also means I simply have not budgeted for any of the items being sent.
I understand it’s an SAs job to build rapport with clients and make sales, but I find it a bit uncomfortable. On the one hand, yes, I love what you’re sending me, but it would be disingenuous to express interest when I do not intend to buy. On the other hand, I feel bad ignoring them together.
What are your thoughts on texts from luxury SAs?
I do not really mind when they reach out but I usually find I know more about the new arrivals than they do. When I decide I want something I am not patient, I need a response now. I find I am better on my own researching and purchasing on my own timeline.
The sales associates I work with across different luxury brands use WhatsApp, not text messages.
As I shop less than before, I prefer not to receive their texts. However, I would let them know in advance if I were to visit the store or if I wanted to add something to my wishlist.
I hate commercials so I really don’t want to receive it in texts or Whatsapp. I will come to the department if I am interested in something specific but I prefer to live in ignorance of new arrivals.
I can only speak for one brand, but we needed to contact x amount of ppl per week. There is an internal app on the phones through which you need to contact clients in the database and it tracks how many reach-outs you had. You’re literally forced to message clients. It’s not even about seeling in this regard, it’s just a goal you have to reach. Of course, they also track if customers purchased items you suggested in your initial message, because once they had that function running, you needed to message clients with a suggested wardrobe (items linked to the website). also…if you accepted cookies online, one person in store would call up or message clients who looked at specific items online to engage them and rekindle interest in the item. I hated all of it. HATED IT. also, ppl were really rude. Like contacting you late at night or on sundays? as if the number you were forced to give out was an invitation to our time outside business hours
That sounds awful and I understand because I worked for a company where I had to spend hours telephone clients. I had a quota to meet and it was time consuming and uncomfortable due to the rude, abrupt clients.
Currently, my N.M. S.A. reaches out via email and sends photos of Chanel bags, etc. which I prefer since I can look at my leisure and contact him if I’m interested.