Why Luxury Brand Customer Service Is So Horrible
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- Опубліковано 28 вер 2024
- Customer service at luxury stores often disappoints, despite high expectations. This inconsistency can stem from several factors unique to the luxury retail environment. Firstly, there is a perception among some luxury sales associates that customers should feel privileged to be in these stores, fostering an attitude of elitism or indifference. This mindset, unfortunately, can create a cold and unwelcoming atmosphere, where customers are made to feel judged or scrutinized based on their appearance, perceived wealth, or knowledge of high-end brands. This gatekeeping mentality, reinforced by the exclusivity that luxury brands often aim to maintain, can lead to a lack of genuine warmth and attentiveness in customer interactions. Secondly, some luxury retailers do not prioritize customer service training as much as they should, focusing more on product knowledge and brand history. While it is essential for sales associates to understand the intricacies of the products they are selling, this can come at the expense of learning fundamental customer service skills, such as empathy, patience, and the ability to build rapport. The result is a transactional experience that feels impersonal and, at times, dismissive. Additionally, there is often a high turnover rate among sales associates in luxury retail, partly due to the high-pressure sales environment and demanding clientele, which can further erode the consistency and quality of service. New or temporary staff may not be fully trained or committed to providing the level of service that customers expect from such high-end establishments. Moreover, the emphasis on sales targets and commissions can lead to an aggressive selling style that prioritizes short-term sales over long-term customer relationships, leaving customers feeling pressured or uncomfortable. Lastly, there is also the issue of perceived exclusivity, where staff may unconsciously or even consciously prioritize certain customers over others based on superficial judgments, such as appearance, race, or perceived socioeconomic status. This bias, whether overt or subtle, can lead to some customers receiving excellent service while others are ignored or treated poorly, creating an inconsistent and often frustrating experience. In essence, while luxury stores have the potential to offer unparalleled customer experiences, a combination of elitist attitudes, inadequate training, high staff turnover, a focus on sales over service, and unconscious biases often undermines this potential, resulting in the surprisingly poor customer service that many have come to expect.
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Last time I was in the Louis Vuitton store in London, I was nice to the employee who came over to ask what I was looking for, complimented his appearance, we talked about America's Next Top Model, he gave me 20+ perfume samples instead of 2. It's a shame luxury staff can't all be polite off-the-cuff like that.
These were the best type of interactions I would have w clients. But it was .1% of the clientele. Most clients walking in don’t gaf abt what they are buying and can’t even tell you who the current designer is or the name of the product they are buying. LV clients more often than not are not as connected w the product they are buying.
I had a fantastic experience with Bvlgari recently. I live regional so it was all done through several video appointments. Received my parcel on the day and time I chose (to sign for it) and she packaged it 10/10 with perfume sprayed in the package, she gave me extra dustbags for my bags and it was a gorgeous presentation. I didnt even felt pressure to buy at any point of the process. Anyway, this is the service I expect. Ive had good and bad experiences at LV, but it can feel so ratchet in there
The great irony of LV “democratizing luxury”, then hiring snobby SAs….
Nvm the faux-line and info gathering outside the shops. It’s grotesque.
Having worked for an LV store, not only is there pressure to meet KPIs, but also some of these customers are really rude and expect you to just take it. People who came in politely and wanted to have a look were met with politeness and my colleagues and I happily answered their questions and let them try on items.
Agreed. Had an opportunity to work with Dior as partimer during Covid lockdown. Most people were unaware of individual SA's KPI and the implemented rating service client received afterwards. So to have an attitude towards walk in clients was never an option to them as it will results to a bad ratings. The passing marks is high, 9-10 success & anything below that is a detractor. Having said that, during lockdown the queuing outside the boutique was insane. As partimer i was assigned to clear all the product the SA presented to the previous client as they would not have the time as the next client already impatiently waiting to be welcome. I watched the SA back to back giving service to clients with consistent energy and professionalism. They gave styling and care advice all to them and they also took care of the client family member by serving them refreshment and making sure they were seated comfortably. Most of the time they will missed their own break time due to the line outside. There are many cases that the service rate they received mostly didnt meet the expectation where the client would complaint & rate their service 5 and below due to waiting. They choose to wait but the SA paid the price? This will reflect on their performance on whether they were qualified to continue presenting the brand or not. I watched one of the SA crying in the store room having an 8 rating with a note saying, "human isn't perfect, 8 is good enough." Really tho? This are the bts that not many people talk about and need to be address. Most stories we heard were from customers perspective. This could be embellished and not many of them were honest, to be frank. From my experience, working in retail open my eyes to the varieties of human behavior. My perception on the embedded general mindset of "customers always right" has completely demolished. Where is the YT video applauding an SA for their hospitality and for going extra the miles? They were due.
Resale market has always been more customer-friendly, the level of disdain you receive in brand stores is preposterous. Sorry for paying your salary I guess….
Can a woman be fitted for a couture gown from 1997?
18:50, kick the actual factual black, the SA wakes up and says: I am LV and LV is me, helps them cope with the crap pay, maybe?.....
I went into McQueen a couple of years ago with a friend, we were literally just trolling because neither of us had any money and just wanted to look at the clothes but the staff were so nice even though we both looked like a pair of scruffs, they were asking if we wanted to try things on, having a laugh and a joke with us, really relaxed it was very pleasant.
At the end of the day, these people are shop assistants who make way less than the people they are rude to, which is why it is so absurd. I remember one episode of that old TV show "Absolutely Fabulous" where they go into an exclusive boutique and the shop assistant ignores them, and Patsy yells "Oy shopgirl". :) It's part of the reason why these luxury brands are geting the reputation of only being worn by aspirational poor people with self-esteem issues. Most people don't allow themselves to be treated this way.
There's an episode of AbFab that I think of with regard to these high-end stores, too. I think Patsy & Edie had gone into an art gallery... As they were leaving, an employee turned her nose up at them, and Edie said, "You can drop the attitude. You only work in a shop." Believe you me, if an employee gets snooty with me, they're getting that line, lol.
WHEELS ON FIRE….!
I generally get good or great service everywhere. Probably because I'm middle aged, always wear high quality clothes (usually without visible logos) and carry some kind of designer bag. I look like I might have money to spend, and occasionally I do. Freelancer with varying income here. 🙃 I will say that the power of Hermès is astounding - SAs almost trip over themselves when I carry my HAC.
It shouldn't matter what kind of bag I carry or what kind of clothes I wear though. They should treat everyone with some basic courtesy because they do represent the brand.
I never enter a store to "look". I go there with the intention of buying. If I encountered a rude clerk, I will leave and not buy their product, politely let them know their mistake.
Same here, I literally have a wish list of things I want to buy and the moment it makes financial sense to buy it - I go and buy it. I don’t like the idea of looking at someone and trying to guess whether they have money or not and then treating them badly if you think they don’t.
I can imagine the retail staff at luxury stores miss the mark on this more than they think.
Go look to see whats on sale. If they're rude that can be good, I hate when they're in my face sometimes, talking; just pick up what you want and take it straight to the counter, if they ask was somebody helping you: No, but I think they ask this so they can take the credit now that I think about it. Go in with attitude, call their bluff.
I was treated so badly by an SA at Louis Vuitton in Vegas and I hate to say it, but bc he treated me like I wasn’t going to buy anything, I bought a damn bag. On top of that him and the other SAs completely ignored me when I walked in, but said hello to all the white people that kept walking past me. I had never in my life felt so discriminated. You better believe I returned the bag as soon as it came in, bc on top of all of that, the SA wouldn’t even sell me one of their most basic bags(speedy). He made me order it instead of just getting it for me from the back bc “they didn’t have any in stock”… like that’s a joke. And let me tell you I’m an established customer. Not of like 10 years, but at least 7. I literally walked in carrying a Louis bag that I got in Paris 6 months prior to that. Worst experience ever.
I used to work for LV as a sales advisor you have to meet certain KPI( which is what they call it) sales if not you will be terminated. It’s very hard to get a sales advisor job I mean at the end of the day it’s all retail it’s just higher end not to mention they take at least a 42% taxes out of your commission check depending on the city state and volume of clients. I live in BK,NY it’s extremely hard to get in the traditional apply online is out I applied to all designer brands you can think of. It’s kind of like being a snob it adds to the exclusivity. I never drunk that kool-aid sure have seen it though it’s real and unnecessary drinking the kool-aid is like a thing in fashion I have a BFA in fashion and I would be farther along if I drunk the kool-aid.
I know commisions on canvas bags is low (1%?), what was it like on RTW and the leather goods? Any better?
@@xx-----------xx873RTW 3% and LG was under 1% and I was there for 3 years started in 2021. And through the years, they would constantly lower the commission on certain categories.
The Edina character in the TV show 'Absolutely Fabulous' Says it best to a snobby SA "You can drop the attitude, you only work in a shop". Also, it doesn't just apply to Luxury shopping. If a Store gives you bad Customer Service or Ignores you, why would you spend your money with them?! There are plenty of shopping options, and Brick and Mortar stores need to acknowledge that. The in person experience is all they have to offer, if they can't do that professionally; Then they can't be surprised when they inevitably go Bankrupt. xo
Does the supposed psychology behind sh*t treatment and increased wanting even hold up? I went to the Tiffany and Co on Rodeo when in LA last year. I actually wanted a jade necklace but couldn't get anyone to help me. On my way out, the doorman said to me, "Don't let the door hit you!" I haven't looked at a damn thing from Tiffany and Co since. Suggest the documentary Brandy Hellville on HBO. Definitely not a luxury brand but talks about how SAs for these stores are selected and the mindset, which is often racist as hell, behind believing that low wage retail jobs somehow can confer status.
that's why i think smaller brands that make their customer feel like they're important, might steal some costumers that are used to shop in bigger brands that treat 'em with coldness.
I avoid going into luxury or designer stores / boutiques unless I have intention to buy or to try on an item to buy in due time. so many of these employees work off commission, so I inherently feel bad when they are willing to give me their whole attention when I'm just there to look.
I love customers like you!! It’s really all you’re saying…people get fired or get complains by their manager if they spent to much time with a customer who is a "no-potential". Of course bonding is important and as long as you get their details and stay in touch with them it’s all good but if not…uuhhh you’re getting stared down by your manager
In Louis Vuitton there is ZERO commission on canvas bags anymore. Leather is 0.3%, shoes 1%, RTW 1.5% and exotic bags/fur rtw 3%
Bloody hell…
Damn!
It's because with Veblen goods, the more supply goes down and price goes up, the more demand there is. So the luxury brands have an incentive to make it harder to buy the goods. It's all just a mind game
My SA is so sweet and messages me all the time about sales, promotions, my birthday. Unfortunately, after buying 4 leather bags (not that canvas cràp) I’m rather done with LV. I don’t need any more bags and the prices are ridiculous.
Luxury brand stores are just like police stations or hospitals. Don't go there if it's not necessary. The salespeople only spend time with real consumers who spend money to buy their merchandise, they don't like people who just ask and look without buying.
😂
That’s so true!!! 💯💯💯
I cant believe people still buy LV; for some reason it always seems like the brand fell out of favor 15 years ago, its like MCM in my mind.
It seems to still be popular with certain demographics. It does feel like it's fallen off a bit, though. Part of the mystique of the brand is gone.
it's still a 'luxury' label. Status symbols are always coveted.
@@m.woodsrobinson9244 that monogram is the most knocked off, when I see it I automatically think its fake.
I would be petrified to walk into a LV just to look knowing i dont have money 😭😭😭
Reminds me of that Makeup Artist on Instagram that recounted his experience with a sales assistant at Hermes and how he got a glass of water only after purchase. To me it was insane, the sales assistant basically humiliated that person and acted like they were too poor to buy from Hermes and was like prove to me you have enough money to buy this overpriced BS and maybe next time I will allow you to buy an Hermes bag. I would have walked out the moment she would have acted like I’m not worth existing in their store. Well if I’m not worth it, your overpriced products are not worth my money. Reminds of that rich women from TikTok that was not allowed inside NY Chanel because she was dressed casually and looked like a “poor person”, she came dressed in Chanel the next day, and she had no problem going “without an appointment”. Good on that woman for getting revenge. I also have to mention that I had bad customer service with fashion brands that are not luxury and still acted like they were too superior to have respect for the customer.
12:17 it’s sooo frustrating to have clients coming in trying on RTW or shoes or any other thing and than say " thank you I will order it online now" like🤡…but if we do a buy-online-from-store where the CA is getting also created…ME LIKE THAT!!
We can even email you the shop cart with the items in an we will get our commission too🙈
I'm starting a fashion line. If I make it to the point where I can have employees, which is the plan, I am going to give all my employees equity in the company. It creates strong loyalty because it means they get a portion of the profits, so they are more likely to care about the company and stick around. Obviously, you don't just give it to them right away. There is a contract, and in the contract, there is a "vesting period" before it kicks in. The employees def have to prove themselves first, and certain actions can void the contract, too. Every legitimate employee of mine will get equity. Contractors obviously won't, though. It helps that I don't ever plan on being a corporation. I'd like to stay fairly small, and of course, I keep the majority share. It's a win-win, in my opinion. If you treat your employees with respect, they will do the same for you, too.
I have always had a good experience at Gucci
And also YSL
I remember a video of you when you went into brownsfashion I think it was, and I remember you coming out of there and being in disbelief with how ignorant they were with you in there. The fact that even a place like browns can be like this says all unfortunately. Hopefully the luxury fashion retail industry changes for the best🙏
Oh yes I remember that video, they treated me like a criminal lol
15:43 there are some items we can only show to VIC clients…but that’s more for certain pieces which are only available for those clients who are on a pre-selling list. But in my company everyone can buy anything without a doubt…💯
Great discussion. I want to add a consumer-centric anecdote. I love luxury watches which shares a similar market to high-end fashion so the shopping experiences are similar. I went to two iconic brands back to back, just to get familiar with the brands for the first time. Brand 1 I expected to be the snootiest and not give me the time of day, but the experience I had was the exact opposite. My SA was extremely friendly and talked with me about watches and my hobbies with no expectation of my asking for any watches to purchase. In this world though, you ask for a watch and are put on a waiting list, so I wouldn’t have walked out with one that day anyway. But I know now that eventually I want to buy a watch from Brand 1.
Brand 2 was the worst experience I had when shopping. I was in the store for 5 minutes, with no one else there, until one of the SA’s finally said hello. They weren’t very accommodating and while they can probably tell I’m not intending to buy a watch that day, there was no one else in the store. I couldn’t have been wasting anyone’s time but they basically didn’t want me there. That swore me off Brand 2 forever and I’m not really interested in their watches anymore.
How SA’s treat customers really matters. I worked in commissioned sales and one thing I learned was to treat everyone well, because you don’t know when that person will come back and buy something if you give them a great experience.
Brand 2 was Rolex wasn't it, notorious
@@spuckuk7039 it wasn’t actually. Brand 2 was Vacheron Constantin
For a long time, as the price of Chanel increased, I no longer thought I could afford it. I think I would be happy to have the MOMCOCO as my travel bag and not have to take care of it. By the way, I'm sure no one will have a hard time telling the difference. Thanks for the comparison.
It’s funny that the lady thought she got ‘revenge’ by making the staff count money. The staff is paid to be there.
But she paid a fortune because a rude SA got under her skin.
the *yutulu* would be super cute during the fall with a nude or tan or even tonal outfit! i’m thinking a tan wool coat with that bag!!