Another AD rant

[dchernikoff]

They mystify me sometimes. I went to the local AD yesterday just to browse. The usual salesperson comes by and asks if he can help, and I said "no I'm just browsing". But he recognized that I had been in before and asked if he had helped me. I said that yes he had shown me some watches a few months ago, and I showed him my GMT and said I'm looking to add to my collection some time in the future. So he shows me several watches, lets me try them on, we discuss size and price and pro's and cons. Seemed very low key, but I guess that got him excited, even though I told him up front I was there to browse not to buy. I asked if they had the DeepSea blue, and he said they can order them and in fact several people had them on order. Then he goes off on this rant about "this is not a museum, we don't charge admission, people come in and want to see watches but don't intend to buy". And then he starts with "you've been looking for a long time, several months, when are you planning on purchasing?" and starts to push their finance plans, etc. He gave me his card, and after looking at several I asked him to write down the info on a DateJust two tone that I liked. So he just writes the stock number -- an 8 digit number -- on the back and that's it. Gee thanks.

Maybe it's just me, but I don't think there's anything wrong with going to a store and just browsing. I knew I wasn't going to buy that day, so I tried to deflect the salesperson by saying I was just browsing, so he would know not to "waste" his time on me if he had any serious prospects (although the store was completely empty but for me). But I left there with the feeling that I wasn't welcome to browse, and should buy or go elsewhere.

Maybe he sensed that I was just looking and would go online to buy? yes, that's probably true, I most likely will buy from TRF. But hey, the store was empty, and it wasn't like I was demanding he pay attention to me. Why should he care if I look in the glass cases even if I'm not planning on buying there? If nothing else, it makes his store look more busy and therefore more attractive to other customers to come in.

It's just disappointing. I like looking and dreaming and planning, especially on an expensive purchase like this. But it was clear this was not the place to do it. Too bad since the store is very close to my home, and they had a good selection. I didn't get this treatment in their store in San Francisco (same company, second location) -- they were happy to show me things and talk about them and write down info about what I saw, and no pressure to buy Right Now. But that's a long drive just to browse.

-Dan

[Sal_UKSheffield]

i am nkt suprised
big ADs that are big high street names are like that

But small independent ADs are amazing - whenever i go in to the AD i bought my sub from he is so excited to see me and have a chat about watches (even though he knows i am there just enjoying myself and going in for a browse. the manager at HL browns in sheffield is awesome - i swear i feel like royalty when i walk in.

I guess big stores have sales reps in who have targets to meet whereas independent ADs focus on building up a client base

[AK797]

Originally Posted by Sal_UKSheffield

But small independent ADs are amazing - whenever i go in to the AD i bought my sub from he is so excited to see me and have a chat about watches (even though he knows i am there just enjoying myself and going in for a browse. the manager at HL browns in sheffield is awesome - i swear i feel like royalty when i walk in.

Same here... Dan maybe you have a face only an AD's mother could love

[Stevieb]

Originally Posted by Sal_UKSheffield

i am nkt suprised
big ADs that are big high street names are like that

But small independent ADs are amazing - whenever i go in to the AD i bought my sub from he is so excited to see me and have a chat about watches (even though he knows i am there just enjoying myself and going in for a browse. the manager at HL browns in sheffield is awesome - i swear i feel like royalty when i walk in.

I guess big stores have sales reps in who have targets to meet whereas independent ADs focus on building up a client base

Agree about HL Browns. Top place to browse and buy.

[tkerrmd]

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

[rollee1]

Learn how to play the game.
On the next occasion, ask to try at least 6 models one more expensive than the rest, and take your time. Ask for coffee and don't make small talk.
When its time to leave the museum, pick one model and make an impossible offer that he definitely cannot accept.
Go from there

[drakulie]

Originally Posted by tkerrmd

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

Originally Posted by Flex368

Can you imagine how many customers some ADs have daily that want to be treated like kings although they never intend to buy anything there?

Ditto.

I didn't read anything here that would prompt me to write this thread. I suspect the OP may be feeling guilty for whatever reason or feels he needs to be treated better for walking into the store and trying their products free of charge.

[jctrolex]

Originally Posted by tkerrmd

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

I agree with Tom. Put yourself in their shoes, how would you like to pay a lease on a prime shopping location, stock the store with hundreds of thousands or may be even millions of dollars worth of watches and pay for the renovation and it is not just a couple of coats of paint, you can't do that in a store selling Rolex, they (Rolex) have a certain standard of finishing before they allow you to put their watches in your show cases. Pay for insurance, electricity, up keep and payroll for a team of staff. Would you like to have someone come in and try on a bunch of watches for size and then turn around and buy it from a gray dealer? The sellers in this place are great, they can afford to sell you those watches at a substantial discount because they don't have all the above overhead and you can't go to their place to "browse". So fair is fair, I think the sales staff has a point so long as he is not rude.

[HERITAGE82]

Originally Posted by jctrolex

I agree with Tom. Put yourself in their shoes, how would you like to pay a lease on a prime shopping location, stock the store with hundreds of thousands or may be even millions of dollars worth of watches and pay for the renovation and it is not just a couple of coats of paint, you can't do that in a store selling Rolex, they (Rolex) have a certain standard of finishing before they allow you to put their watches in your show cases. Pay for insurance, electricity, up keep and payroll for a team of staff. Would you like to have someone come in and try on a bunch of watches for size and then turn around and buy it from a gray dealer? The sellers in this place are great, they can afford to sell you those watches at a substantial discount because they don't have all the above overhead and you can't go to their place to "browse". So fair is fair, I think the sales staff has a point so long as he is not rude.

The guy was rude.

[Dirt]

Originally Posted by jctrolex

I agree with Tom. Put yourself in their shoes, how would you like to pay a lease on a prime shopping location, stock the store with hundreds of thousands or may be even millions of dollars worth of watches and pay for the renovation and it is not just a couple of coats of paint, you can't do that in a store selling Rolex, they (Rolex) have a certain standard of finishing before they allow you to put their watches in your show cases. Pay for insurance, electricity, up keep and payroll for a team of staff. Would you like to have someone come in and try on a bunch of watches for size and then turn around and buy it from a gray dealer? The sellers in this place are great, they can afford to sell you those watches at a substantial discount because they don't have all the above overhead and you can't go to their place to "browse". So fair is fair, I think the sales staff has a point so long as he is not rude.

I have to disagree.

In assuming the OP was nice to the sales staff.

Firstly, the sales staff are not there to drive known customers or potential customers away from the establishment.
They're employed at all times to help people spend their money. Period.
That requires treating every person that walks in the door as a potential customer, simply because one doesn't know if they are going to buy or not on the day.
And that goes for everybody, whether they be old customers or new.
According to the OP's account, the sales staff failed miserably

Secondly, if one is in a retail business with all the associated costs and complexities of running such a business, and they're not prepared to operate their business as outlined above. Then they should shut the doors. Work from home, and sell their wares online.
Otherwise, they may as well charge an admission fee and treat it as a museum. Simply because they won't be in the business of selling too many watches going forward, and the business model will morph into one that actually does resemble a museum.

Thirdly, I don't think Rolex would appreciate their dealers treating customers as though they are not respected.

I imagine, that Rolex would like to think that going to a Rolex AD or boutique is a destination in it's own right in this day and age, as well as a positive experience for potential customers.
Even if they aren't there to buy on the day and just tyre kicking.
One day they may well want to go back and spend their money.
Retail is all about moving stock, not storing the stuff.

[Schneeflocke]

Originally Posted by Dirt

I have to disagree.

In assuming the OP was nice to the sales staff.

Firstly, the sales staff are not there to drive known customers or potential customers away from the establishment.
They're employed at all times to help people spend their money. Period.
That requires treating every person that walks in the door as a potential customer, simply because one doesn't know if they are going to buy or not on the day.
And that goes for everybody, whether they be old customers or new.
According to the OP's account, the sales staff failed miserably

Secondly, if one is in a retail business with all the associated costs and complexities of running such a business, and they're not prepared to operate their business as outlined above. Then they should shut the doors. Work from home, and sell their wares online.
Otherwise, they may as well charge an admission fee and treat it as a museum. Simply because they won't be in the business of selling too many watches going forward, and the business model will morph into one that actually does resemble a museum.

Thirdly, I don't think Rolex would appreciate their dealers treating customers as though they are not respected.

I imagine, that Rolex would like to think that going to a Rolex AD or boutique is a destination in it's own right in this day and age, as well as a positive experience for potential customers.
Even if they aren't there to buy on the day and just tyre kicking.
One day they may well want to go back and spend their money.
Retail is all about moving stock, not storing the stuff.

I couldn't agree more! What differs in threads like this one, from similar threads I read on my European forums, is that people will instantly suggest the disappointed OP to contact Rolex in Geneve directly. In Europe it's considered totally unacceptable to receive anything but a "royal" experience, when dealing with a Rolex AD. Bear in mind that Rolex is indeed European and given the difference in opinion in this thread, Europeans seem to have quite a different perspective on excellence, than some fellow Rolex loving Americans. Personally I would never settle for less than excellent, if I'm potentially spending an excellent amount of money.

[handsfull]

Originally Posted by Dirt

I have to disagree.

In assuming the OP was nice to the sales staff.

Firstly, the sales staff are not there to drive known customers or potential customers away from the establishment.
They're employed at all times to help people spend their money. Period.
That requires treating every person that walks in the door as a potential customer, simply because one doesn't know if they are going to buy or not on the day.
And that goes for everybody, whether they be old customers or new.
According to the OP's account, the sales staff failed miserably

Secondly, if one is in a retail business with all the associated costs and complexities of running such a business, and they're not prepared to operate their business as outlined above. Then they should shut the doors. Work from home, and sell their wares online.
Otherwise, they may as well charge an admission fee and treat it as a museum. Simply because they won't be in the business of selling too many watches going forward, and the business model will morph into one that actually does resemble a museum.

Thirdly, I don't think Rolex would appreciate their dealers treating customers as though they are not respected.

I imagine, that Rolex would like to think that going to a Rolex AD or boutique is a destination in it's own right in this day and age, as well as a positive experience for potential customers.
Even if they aren't there to buy on the day and just tyre kicking.
One day they may well want to go back and spend their money.
Retail is all about moving stock, not storing the stuff.

By far the most concise, common sense response to this entire thread. You win post of the day.

[dchernikoff]

Originally Posted by tkerrmd

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

Fair question. Frankly I would have preferred that the salesman left me alone. I do sometimes go into expensive car dealers just to look, not to test drive just to look. I would have preferred he said "feel free to browse" and then left me alone.

-Dan

[Fleetlord]

Originally Posted by dchernikoff

Fair question. Frankly I would have preferred that the salesman left me alone. I do sometimes go into expensive car dealers just to look, not to test drive just to look. I would have preferred he said "feel free to browse" and then left me alone.

-Dan

That isn't going to happen because the sales person loses their "up" being assigned to you while you're off in daydream land.

They are there to SELL, not curate the showcases...

Sorry if this is offensive to you, but it's just reality.

This is why the bad salesperson man was "mean" to you....

[melrob1]

Originally Posted by tkerrmd

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

^^^^^Hit it on the head!!!^^^^^^

[Miguel Alvarez]

I've read the OP's first post a few times now and for me I can't decide whether it's rude or just someone just chatting to you.

Was it...

Hey it's not a museum we don't charge admission. You've been looking for a while now. Do you have an idea of when you might buy? Birthday, year end maybe?

Or....


Hey it's not a fricking museum we don't charge admission. You've been looking for a while now. Do ou have any idea of WHEN you might buy? Some time this century maybe?

I respond to tone more. You can be as rude as you want to me and it's water off a duck's back. If I think you're talking to me in a tone I don't like I tend to take offense no matter how polite you disguise your words. But that's just me.

[Dr.Brian]

Originally Posted by melrob1

^^^^^Hit it on the head!!!^^^^^^

I don't read his post as a polite and friendly experience.
It was rude and disrespectful.

[tkerrmd]

Originally Posted by Dr.Brian

I don't read his post as a polite and friendly experience.
It was rude and disrespectful.

its all how you take things
do you have a chip on your shoulder or an attitude or not

me comments from other people don't ever really offend me, I have a very high threshold and assume people are not really as rude and arrogant as many on this thread think they are

its called over reacting and butt hurt. those are the people that think little comments from a guy trying to make a living are sooooooo "rude and disrespectful" obviously others YMMV

so simple don't like something about a store show them with your pocket book and just go somewhere else

don't go away mad, just GO AWAY!

[cmr]

i have read this thread twice and i have learned a lot about some of the members....... wow.... just wow.... I remember why I very seldom post here anymore.

to the op, find another ad. if this one can't treat their potential customers with common courtesy then vote with your dollars..... and for what it's worth if that guy spoke to me like that i would have told him to !@#$ off.......

what are they going to do? tell you to leave? who cares……

[cmr]

Originally Posted by tkerrmd

i

don't go away mad, just GO AWAY!

seriously man.... we apparently need a definition of starting in on somebody....

[xjeeunitx]

Originally Posted by tkerrmd

its a store, they sell things. what are you disappointed about? do you go to the Porsche dealer and test drive a bunch of cars and then leave? no, well you went in, you didnt just "look" you TRIED on a bunch of watches and the guy was polite and friendly. really what else did you want or expect so you wouldnt be "disappointed"??

Exactly.

[Flex368]

Can you imagine how many customers some ADs have daily that want to be treated like kings although they never intend to buy anything there?

[locutus49]

Bingo. Customers should be treated with courtesy, but not like royalty unless they are repeat customers.

Originally Posted by Flex368

Can you imagine how many customers some ADs have daily that want to be treated like kings although they never intend to buy anything there?

[SemperFi]

Originally Posted by Flex368

Can you imagine how many customers some ADs have daily that want to be treated like kings although they never intend to buy anything there?

I don't think the OP was asking or expected to be treated like a king...just given the due respect that any potential customer in any establishment would expect.

[Brimstone]

It isn't like the guy is 17 rocking a casio. He came in wearing a GMT. He is there target market. A good salesman would treat him with respect and professionalism so that when he was ready, he would want to give that salesman his business. Instead he has reinforced the idea that buying from an AD isn't worth the increased price and that he would be just as well served buying second hand online. A good salesman can have the exact opposite effect. I came extremely close to buying a BPFF in Vegas a few weeks ago due to the efforts of a great salesman and this was while I was wearing a Steinhart GMT on NATO. He had no idea that whether I could afford a Blancpain, but he treated me with the same respect as everyone else that entered his store. If I hadn't been leaning toward a new Sea Dweller he would have likely gotten my business.

Personally, I would make the owner or manager aware of what happened and that I would gladly take my future purchases elsewhere. That's just me and I can be kind of a dick when I feel I have been treated poorly.

[Presa canary]

This x10... It's not the ops fault he's dealing with a dude who makes $12hr and needs the commission. It's not like driving a porsche at all... And you better believe I'm test driving cars before I'm buying.. This sales guy was just impatient, to quick, busted his load. Of course you'd never go back there to buy and it's only his loss. These guys should be happy about talking watches and showing them, with the hopes you'll one day buy. Now, if the op went in weekly, asked for a quick sizing/cleaning of his watch, I'd get the attitude. But this is just another dude in sales, who shouldn't be

Originally Posted by Brimstone

It isn't like the guy is 17 rocking a casio. He came in wearing a GMT. He is there target market. A good salesman would treat him with respect and professionalism so that when he was ready, he would want to give that salesman his business. Instead he has reinforced the idea that buying from an AD isn't worth the increased price and that he would be just as well served buying second hand online. A good salesman can have the exact opposite effect. I came extremely close to buying a BPFF in Vegas a few weeks ago due to the efforts of a great salesman and this was while I was wearing a Steinhart GMT on NATO. He had no idea that whether I could afford a Blancpain, but he treated me with the same respect as everyone else that entered his store. If I hadn't been leaning toward a new Sea Dweller he would have likely gotten my business.

Personally, I would make the owner or manager aware of what happened and that I would gladly take my future purchases elsewhere. That's just me and I can be kind of a dick when I feel I have been treated poorly.

[landroverking]

Some of you guys think just because you wear a Rolex.......?

[fullcourt]

Originally Posted by landroverking

Some of you guys think just because you wear a Rolex.......?

lol, spot on....

[ajg1960]

I would have taken his card, ripped it in half, gently put it down on the counter, and explained to him that his store would be the last place I would buy a watch. I would also follow up with his boss, assuming you were not speaking with the owner. Rolex's are not an impulse buy, I took a year before I bought one, and went to the AD many times prior to purchase. If their policy is to enforce some type of arbitrary timeframe between when you first come in and when you purchase, I would honestly tell him where he could shove his Rolex. No that's not the start of a new thread-- " Will my Rolex be OK if I shoved it ...?"

[teager]

Originally Posted by ajg1960

I would have taken his card, ripped it in half, gently put it down on the counter, and explained to him that his store would be the last place I would buy a watch. I would also follow up with his boss, assuming you were not speaking with the owner. Rolex's are not an impulse buy, I took a year before I bought one, and went to the AD many times prior to purchase. If their policy is to enforce some type of arbitrary timeframe between when you first come in and when you purchase, I would honestly tell him where he could shove his Rolex. No that's not the start of a new thread-- " Will my Rolex be OK if I shoved it ...?"