AD experience "brick and mortar" RANT

[DC Engineer]

So I dropped into an AD (Lenkersdorfer) today to look at a few watches. I also had cash on hand if I was seriously compelled to buy. I was interested in a DJII and a AP Royal Oak.

I exchanged some banter about watches, very dry banter I might add. I'm not certain if the environment makes these guys stiff or not. I feel like I should have the ease of making a watch purchase similar to what you would experience in an Apple store. The salesman takes out the display tray and I try on the DJII. When we move to the second display case to try on another watch, the guy is hesitant to pull out the display to try on. At this point, I opted to not press the issue. I was in the store wearing my GMTIIc, which I thought, at minimum, would convey that I was a potential buyer. I was cordial and took the salesman's business card, but my mind is made up about never going to a brick and mortar store to purchase a watch. In my opinion, the AD's are nothing more than showrooms. I had a much better experience buying from a trusted seller on TRF.

This may sound odd, but if I'm dropping a couple of grand on a watch "AND" also paying retail I expect much more. Is having the customer satisfaction experience you'd get at Nordstrom's or an Apple store too much to ask for at an AD?

[landroverking]

I get it.

[Rolexitis]

That sucks but I get good treatment where I go. Always fun for me.

[911SC]

Originally Posted by Rolexitis

That sucks but I get good treatment where I go. Always fun for me.

+1

I'm glad I found my AD/sales associate. She treated me very well. I shopped around a bit before buying from her. It's like an interview process, I kept visiting AD's and talked to several people before making my purchase with her.

[robotkiller]

Originally Posted by DC Engineer

So I dropped into an AD (Lenkersdorfer) today to look at a few watches. I also had cash on hand if I was seriously compelled to buy. I was interested in a DJII and a AP Royal Oak.

I exchanged some banter about watches, very dry banter I might add. I'm not certain if the environment makes these guys stiff or not. I feel like I should have the ease of making a watch purchase similar to what you would experience in an Apple store. The salesman takes out the display tray and I try on the DJII. When we move to the second display case to try on another watch, the guy is hesitant to pull out the display to try on. At this point, I opted to not press the issue. I was in the store wearing my GMTIIc, which I thought, at minimum, would convey that I was a potential buyer. I was cordial and took the salesman's business card, but my mind is made up about never going to a brick and mortar store to purchase a watch. In my opinion, the AD's are nothing more than showrooms. I had a much better experience buying from a trusted seller on TRF.

This may sound odd, but if I'm dropping a couple of grand on a watch "AND" also paying retail I expect much more. Is having the customer satisfaction experience you'd get at Nordstrom's or an Apple store too much to ask for at an AD?

Out of curiosity - how were you dressed?

[DC Engineer]

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

[robotkiller]

Originally Posted by DC Engineer

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

I agree - any half witted salesman should have spotted the GMTIIc and that should have been more than enough. That said, if you are a younger guy in casual clothes then some salespeople will be stiff, regardless. I usually wear business attire when going to these places and I always get excellent service, but then I have to do this - people seem to think I'm in my early twenties when I dress casually.

Sorry for the crap experience.

[Pep04]

Originally Posted by robotkiller

I agree - any half witted salesman should have spotted the GMTIIc and that should have been more than enough. That said, if you are a younger guy in casual clothes then some salespeople will be stiff, regardless. I usually wear business attire when going to these places and I always get excellent service, but then I have to do this - people seem to think I'm in my early twenties when I dress casually.

Sorry for the crap experience.

While I understand your position, I NEVER "dress up" to go buy something. I am not a flashy guy but I am not a slob. I'm an outdoorsman and dress as such. I usually wear shorts, my fishing team shirt and Crocks. I don't understand the need to dress like someone that can afford what I can.

I have gone to luxury car dealerships dressed the way I do and never been treated wrong. I did, in fact, go in usual garb to an AD and got the standoff attitude. I had purchased there before. I bought some jewelry for my wife and three watches there. When the sales guy started to brush me off, I politely asked for the manager that I have dealt with. Immediately, the guy looked confused and called for him. When he came out with a BIG smile on his face asking how my wife and kids were doing, the sales guy had a look of embarrassment on his face. I asked the manager if the guy was new (right in front of him but not in a rude way), he said yes and asked if everything was fine. I cordially told him all was fine but I rather deal with him.


Since then, if I am ever in the store in my Crocks, I get smiles from sales staff. I don't like getting my ass kissed so I tend not to stop in. I understand that there are a lot of window shoppers that waste their time but they are in sales and should offer everyone the same respect regardless of their buying power. You should respect everyone the same way you like to be respected.

[robotkiller]

Originally Posted by Pep04

While I understand your position, I NEVER "dress up" to go buy something. I am not a flashy guy but I am not a slob. I'm an outdoorsman and dress as such. I usually wear shorts, my fishing team shirt and Crocks. I don't understand the need to dress like someone that can afford what I can.

I have gone to luxury car dealerships dressed the way I do and never been treated wrong. I did, in fact, go in usual garb to an AD and got the standoff attitude. I had purchased there before. I bought some jewelry for my wife and three watches there. When the sales guy started to brush me off, I politely asked for the manager that I have dealt with. Immediately, the guy looked confused and called for him. When he came out with a BIG smile on his face asking how my wife and kids were doing, the sales guy had a look of embarrassment on his face. I asked the manager if the guy was new (right in front of him but not in a rude way), he said yes and asked if everything was fine. I cordially told him all was fine but I rather deal with him.


Since then, if I am ever in the store in my Crocks, I get smiles from sales staff. I don't like getting my ass kissed so I tend not to stop in. I understand that there are a lot of window shoppers that waste their time but they are in sales and should offer everyone the same respect regardless of their buying power. You should respect everyone the same way you like to be respected.

To each his own. It's human nature for many salespeople to judge people on their appearances. I find it easier to simply wear my work attire - which is as fancy as a button down plaid shirt and khakis - and get excellent service, every time.

There is also the point that some of these businesses strive to create a nice, formal atmosphere for their customers. I don't think it's unreasonable to respect that and dress appropriately for the environment.

Am I justifying snobbery and elitism? Not a chance. Just bringing up another point of view.

[schwantz1]

I always wear jeans and a tee shirt with a cheap seiko or citizen and I received knowlegible fair service even trying on a platinum day-date. Price discounts quoted were always very fair at my local Pittsburgh AD.

[SixPak]

Originally Posted by robotkiller

To each his own. It's human nature for many salespeople to judge people on their appearances. I find it easier to simply wear my work attire - which is as fancy as a button down plaid shirt and khakis - and get excellent service, every time.

There is also the point that some of these businesses strive to create a nice, formal atmosphere for their customers. I don't think it's unreasonable to respect that and dress appropriately for the environment.

Am I justifying snobbery and elitism? Not a chance. Just bringing up another point of view.

This is sad but very true. I'm always dressed in smart casual clothes when going to an AD (or to a car dealership) and have never experienced anything less than stellar service. Does it mean I have more money to burn than the sloppy guy next to me in jeans and t-shirt? The answer is of course no.

[Pep04]

Originally Posted by robotkiller

To each his own. It's human nature for many salespeople to judge people on their appearances. I find it easier to simply wear my work attire - which is as fancy as a button down plaid shirt and khakis - and get excellent service, every time.

There is also the point that some of these businesses strive to create a nice, formal atmosphere for their customers. I don't think it's unreasonable to respect that and dress appropriately for the environment.

Am I justifying snobbery and elitism? Not a chance. Just bringing up another point of view.

While I understand where you are coming from, I respectfully disagree. I don't dress like a slob by any stretch of the imagination. On weekends, I dress in marina style fashion. It's not dirty feet or torn shirts, but it isn't church or a nice dinner. I don't feel that I have to dress to impress anyone much less a salesperson at a mall.

I hate to sound snobbish because it is far from what I am or mean. I simply treat anyone with respect regardless if they are wearing $300 jeans or $50 shorts. The moment you open your mouth, you remove any doubt wether you are a "slob".



Some of the richest most successful people I have ever met dress "down" on the weekend.

[ec51]

Originally Posted by Pep04

While I understand your position, I NEVER "dress up" to go buy something. I am not a flashy guy but I am not a slob. I'm an outdoorsman and dress as such. I usually wear shorts, my fishing team shirt and Crocks. I don't understand the need to dress like someone that can afford what I can.

I have gone to luxury car dealerships dressed the way I do and never been treated wrong. I did, in fact, go in usual garb to an AD and got the standoff attitude. I had purchased there before. I bought some jewelry for my wife and three watches there. When the sales guy started to brush me off, I politely asked for the manager that I have dealt with. Immediately, the guy looked confused and called for him. When he came out with a BIG smile on his face asking how my wife and kids were doing, the sales guy had a look of embarrassment on his face. I asked the manager if the guy was new (right in front of him but not in a rude way), he said yes and asked if everything was fine. I cordially told him all was fine but I rather deal with him.


Since then, if I am ever in the store in my Crocks, I get smiles from sales staff. I don't like getting my ass kissed so I tend not to stop in. I understand that there are a lot of window shoppers that waste their time but they are in sales and should offer everyone the same respect regardless of their buying power. You should respect everyone the same way you like to be respected.

While I believe appearance can play a role in how you are treated as a customer, I too would never "dress up" to make a purchase.

Then again, I strongly believe how old you look plays an even more important role.

I have the curse/blessing of looking pretty young and it often creates some interesting interactions while visiting ADs. Older customers who "look their age" are most likely never even aware of this and probably believe they are just treated great wherever they go. Meanwhile if they looked like they were in their 20s...they might not have the same experience.

[AK797]

Originally Posted by DC Engineer

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

I was wearing a baseball cap and jeans when passing my local AD I spotted a ceramic RG Daytona so I quickly popped in and they showed it to me, and we even had to go to a special section at the back Id never seen before as it was an expensive watch.

So far Ive had mostly great treatment from ADs but then they probably don't sense that Im a Chelsea fan

[TempoKing]

Originally Posted by DC Engineer

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

[DC Engineer]

Originally Posted by TempoKing

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

Yes, I was wearing sneakers. Really fast sneakers

There's at least two other TRF members in this thread that were at the same store, the same day as me and said the same thing. I'm not over-thinking this, the AD experience just sucks at this specific location.

[beshannon]

Originally Posted by DC Engineer

Yes, I was wearing sneakers. Really fast sneakers

There's at least two other TRF members in this thread that were at the same store, the same day as me and said the same thing. I'm not over-thinking this, the AD experience just sucks at this specific location.

Their other locations are no better, I suspect it is a corporate culture thing.

[SteveJ]

Originally Posted by DC Engineer

Yes, I was wearing sneakers. Really fast sneakers

There's at least two other TRF members in this thread that were at the same store, the same day as me and said the same thing. I'm not over-thinking this, the AD experience just sucks at this specific location.

DC Eng,

I was in the same store as you on the same day as I noted earlier. This is not inconsistent and a "bad apple" of a salesperson. 90% of them are like that all of the time. I know from experience. And everyone else that says you're over thinking it has never been to this particular AD.

[superdog]

Originally Posted by SteveJ

DC Eng,

I was in the same store as you on the same day as I noted earlier. This is not inconsistent and a "bad apple" of a salesperson. 90% of them are like that all of the time. I know from experience. And everyone else that says you're over thinking it has never been to this particular AD.

i still can't figure out what was so bad.

there are many stores that have a policy of no more than one watch on the counter at a time.

that sounds smart to me.

what exactly happened here??

[Beef]

Originally Posted by TempoKing

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

Yeah, Anastasios, Fort Lauderdale is a really rough town! I am usually wearing sneakers and dressed like my picture in my avatar. In which I am wearing a very nice Sea Dweller that I bought from that TempoKing guy.

The ADs in my region have finally broke the code on the fact that I actually buy watches and are pleasantly helpful. I learned a while back to wear a nice vintage piece in and when I get the icy "may I help you?," I tell them what I am looking for and work the vintage piece into the conversation. Most of them don't know jack about what's in the case, much less vintage. Then I start asking them questions about the model in the case. I learned the answers to those questions on this forum. It turns the tables somewhat. and if done nicely, leaves the door open for a friendly relationship to develop. If they're still jerks, move on. I've found one local AD that treats both me and the people I refer to him like family. So, I'd find an AD that you do like and send in your friends. Even if they are only browsing, have them tell 'em you sent them.

[Knappo 1307]

Originally Posted by TempoKing

Were you wearing snickers ?
I remember 46 years ago when I was selling Rolex watches - they were telling
us to be carefull of those that came into our store (dedicated to the affluent
5% of our town) wearing snickers.
Even if they had a suit on ...just 1 watch at a time...

I usually wear Reese's Peanut butter cups......

[Rashid.bk]

Originally Posted by robotkiller

Out of curiosity - how were you dressed?

Originally Posted by DC Engineer

To: robotkiller
I was wearing my newly polished GMTIIc, which should have been enough. As far as clothing, I was wearing a baseball cap, t-shirt and jeans. I was in casual Sunday at the mall mode, nothing ragged, dirty or with holes.

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

[911SC]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

100% agreed! I'm covered in Tats and dress like a surfer bum, al-la Point Break, most of the time- when I walk into the AD the security guards start staring me down like I'm gonna rob the place. CAN I HELP YOU WITH SOMETHING BUDDY?!

My reply, yes can you show me your newest Casio please?

[Rashid.bk]

Originally Posted by 911SC

100% agreed! I'm covered in Tats and dress like a surfer bum, al-la Point Break, most of the time- when I walk into the AD the security guards start staring me down like I'm gonna rob the place. CAN I HELP YOU WITH SOMETHING BUDDY?!

My reply, yes can you show me your newest Casio please?

[robotkiller]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

Dress like a slob, get treated like a slob. It's human nature - either deal with it or slog through sales staff and ADs looking for the ones who don't care. Your choice.

[SixPak]

Originally Posted by Rashid.bk

Irrelevant, they're there to sell watches not stereo type or pass judgement. Personal presentation, impression, attitude...these are far more important on how you come off than whether I have a military t-shirt on and the sales man is anti-war.
Show me the watch, name your price and I'll make an offer. Customer service is a huge part of getting my business more than the product itself.

Tell that to Oprah Winfrey who was refused when she wanted to see a handbag in a high-end Swiss store. Like it or not, stereotyping is quite prevalent.

[submariner66]

Jewelers in general have always been like this for as long as I have been shopping and I suspect they always will. Its a wonder anything gets sold at all, if they are not pouncing on you, they're ignoring you or some other insult. I figure its a kind of intimidation and stand offish-ness that they think works for them.

[beshannon]

That AD is always like that

[swils8610]

My AD is an all around jewler. They are not very knowledgable about Rolex. Very nice people though. I have had great service buying here on TRF.


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[DC Engineer]

I really don't get it. Every experience I've had at an AD has always been terrible. They either weren't knowledgeable enough or were pretty arrogant.

The arrogance is mind-boggling to me, just cause the guys wearing a suit doesn't make them an aristocrat. At the end of the day, this guy is a SALESMAN. The entire interaction reminded me of the doorman at a club that has ego, as if he determines if you're worthy of enough to enter the nightclub. He's a DOORMAN, the AD guy is a SALESMAN, not a watchmaker, not a guy brokering a deal for a Picasso.