An awkward AD Story you may enjoy... (or despair!)

[jameshe]

Hi guys.

As some of you on here may be aware, i recently got myself a job at a UK AD on a part time basis to give me a little sales experience doing something i am enthusiastic (to say the least!) about alongside my final year Uni studies.

For one reason or another (and Rolex being Rolex) we are an authorised dealer of Rolex as a group, but we dont have them in the window of the particular outlet in which I work (we have people coming in all the time asking whether we have them!) The main brands are Breitling, Omega, Tag and Oris/Rado.

So, yesterday I am at work, a particularly good day for the store sales-wise, and I am with my customer who has come in to look at some of the two tone breitling chrono's (around 6,090 gbp). We had sat and talked dial options, pro's and cons etc for a good 20 mins or so, and he was at the stage to order and pay right there and then (we didnt have the white dial version he wanted in the window). It was a beautiful combo, and I could tell that this was for him - I went away to get the order book and check availability after getting a price and lead times at his request.

When I came back, he mentioned the 'R' word... R-O-L-E-X. I of course love getting involved and talking about the product lines after what we discuss on here, and am always willing to get the catalogue out even though we dont have them to try on in the window (which isn't the best sales approach for the store, but hey, im a TRF member!)

He was adamant that he wanted a TT watch, in YG/SS. However, his budget was 6k, the price of the breitling being tops for him. I showed him the entire range of Rolex, and then the price lists, and he understood that he would not be in budget for a TT (Daytona as he liked the look of) - even if he could obtain one. I tried to explain everything to him as he was illuding to the 'Daytona' and 'DateADjusts' - which of course are completely different types in the range. (i.e. £9,000 40mm oyster sports chrono vs £5,500 ish jubilee/oyster 36mm dress - not much like the breitling)

Fair enough - i was impartial either way as i would rather have the guy make the right decision for him, and if it were to be Rolex, then all the better as we are all the same here.

Halfway through the discussions I had noticed something under his left sleeve (a wire!!.. no ) ... a daytona - WTH!? I immediately spotted the black arabic dial with the red sub indices that is exclusive to the solid WG daytona (as we are all familiar with here). It didnt look WG to me, and I would be surprised if it was.

I didnt mention it immediately. 5 mins later I commented on his current watch, pretending that i hadnt seen what he had ('do you own any other watches' kind of thing). He pulled up his sleeve and said - "only this one, my son gave me it as a gift..." Hmmm

I replied with "wow, very nice - daytona? is that one of the steel models?"

He pointed out that it was stainless steel, not white gold, and I mentioned that the dial was unusual (had he had an unnofficial aftermarket change? - he didnt know as his son gave him it) and infact exclusive to only the WG version (which he reiterated it was not). This raised suspicions, it didnt look like WG to me, nor SS as the PCL's didnt look right, and the bracelet was coming away from the lugs at 12... like... a replica

Ok, personal decision, I continued on with the sales discussion around the breitling. His wife was sporting (i am sure legit!) TT lady datejust, and was aware of dial changes with plans to get a diamond dot dial soon for a pending anniversary. They must have each been approaching 50 ish, and were very well spoken and apparently well off individuals.

So this is where the twist comes in (to my immense frustration)...

I lost the sale at the end of the discussion, as the gentleman said that he wanted to 'compare against a rolex chronograph [daytona] for size'. I had explained it is 40mm rolex sports vs 43.7mm breitling chrono case size. He was adament he wanted to check it out, so I advised him of another store nearby where they may have one to try on (bear in mind that it HAD to be TT, and his budget was 6k... so it would be out of the question regardless )

Now many of you probably thought HANG ON A MINUTE reading the last paragraph... and you were right... it all but confirmed my doubts...

He was already wearing a 40mm case 'daytona' (whether it be fake/legit), but he clearly didnt realise that was what he had on his wrist already! He could have compared right there and then!
I didnt bring it up until after he had left so as not to embarrass/patronise him about the fact that he was wearing the model he was wanting to try on to compare the breitling he wanted against.
I should have pointed out earlier that when I was showing him the Rolex catalogue with the Daytona section open, I dwelled over the image of the WG/black arabic dial that he was already wearing... mustn't have twigged!

Anyhow, the upshot of it was that I lost the sale, but came out with a very bemusing tale to share on here with you... Let me know what you make of this confusion


(also, I handed in my notice yesterday after only 1 month on the job as it was going to be too much alongside my final year studies... I loved the job, but was too much of a commitment of my time. This story was my parting gift I suppose!)

[BarkMaster]

I've never worked in the retail industry (or sales at all for that matter), so I love hearing experiences from those that are / were.

Thanks for sharing!

[jameshe]

i learned a lot whilst i was there, aside from being 'on the otherside of the counter', more so with mark ups and cost prices etc on different brands...

Breitling had an incredible markup - 50-60% on most models, whilst Rolex was much closer to around 40% as we are familiar.

As a staff perk, we were entitled to around 25% discount on anything up to Rolex, which had to have clearance from the regional manager. Once per year you were entitled to any piece at COST PRICE too! how cool would that have been!

I guess if you are working in the position i did as a full time career, you wouldnt really be able to justify spending that much on a watch even at cost price anyway (it was NOT well paid!)

thanks guys

[The GMT Master]

As someone who works at an AD as well, I can understand your story a lot. I have to deal with fakes fairly regularly, and it does immensely annoy me that owners of fakes think they're entitled to the aftersales service of the brand their watch is imitating. I just take it with a pinch of salt though, the huge amount of nice people you do get to meet through face to face sales and the satisfaction of working with high quality products far outweighs the negatives of timewasters and posers.

[jameshe]

Originally Posted by The GMT Master

As someone who works at an AD as well, I can understand your story a lot. I have to deal with fakes fairly regularly, and it does immensely annoy me that owners of fakes think they're entitled to the aftersales service of the brand their watch is imitating. I just take it with a pinch of salt though, the huge amount of nice people you do get to meet through face to face sales and the satisfaction of working with high quality products far outweighs the negatives of timewasters and posers.

Absoultely Chris, I got a real sense of satisfaction when I helped people decide upon which watch was right for them (whether I sold it or they went to a different retailer)... a few examples from my month there:

- Ex-marine ( the huuuugest but nicest guy!) I informed him and encouraged him to go and try/buy the DEEPSEA over another breitling for his retirement

- Soldier returning from Afganistan who I was able to discount to afford a new co-axial seamaster

- Breitling chrono I sold to a lady for her husband's 40th (he wasnt with her, all she knew is that he liked Breitling as a brand)

- Orange strapped planet ocean to a 20 year old lad who had waited 2 years to save up for it!

It was a very interesting job indeed, and loved the buzz and sense of satisfaction in the sale when someone was genuinely in love with what they found

[ingoodtime]

A relative bought Rolex from Mayors.(of course at full MSRP). However, the saleslady was very attentive, knew her stuff and was also sporting a Rolex. As the sale progressed and paperwork was started (20 mos no interest but full MSRP) she told the story of her sales job. It appears that she did very well, won awards, got discounts, free watches fom Breitling and, wore her datejust for anything and everything. She said she won cruises and trips also. I guess selling at full MSRP has advantages(for the seller anyway!)

[sleddog]

Enjoyed the read James!!! Thanks for sharing!!!
Rob.

[Dan Pierce]

That's not a job but a labor of love.
Good luck with your studies.
dP

[daveathall]

Did you work at Berrys in the Victoria Quarter in Leeds James?

[jameshe]

Originally Posted by daveathall

Did you work at Berrys in the Victoria Quarter in Leeds James?

No I didnt, it was part of a different group in the south

[ocwatching]

it was a good story on a Sunday morning with coffee for me...
THANKS!
too bad for your lost sale...but I get the feeling you like people and that you may have found your calling...
finish your schooling and apply your craft

[JBat]

I sold shoes for a couple of years. We used to call that getting "stroked" (losing the sale after a lot of effort.

[Sub]

enjoyed your story very much!

not everyone gets to enrich his life experience working part-time; you're very lucky you care for the the industry and for your customers!

thanks for sharing. i'm confident you'll have success in your studies!

[deserted]

Good read james ....Thanks for sharing.

[jameshe]

Thank you guys, there have been some really encouraging comments here, and I feel humbled receiving them. It reminds me once again how many great people there are here and around the world, which is comforting when the media is full of messages of hatred and crimes against humanity nearly every day!

I hope to be as humble and supportive of others when I am older.

[azone5]

Yours was a great, well-written story! It's obvious you have a passion for watches and sharing your love for them.

[The GMT Kid]

Sometimes the best thing is to let the customer get away. His expectations were clearly affected by the fake he was wearing. He was never going to find the real thing at a price he was willing to pay.

You left that job with your dignity intact and your good judgement points at a successful career ahead.

[Jayp]

Perhaps I'm too suspicious, but could he have been thinking of "swapping" the real one you would have shown him with the fake one on his wrist? Perhaps by noticing it you blew his plan?

[jameshe]

Originally Posted by Jayp

Perhaps I'm too suspicious, but could he have been thinking of "swapping" the real one you would have shown him with the fake one on his wrist? Perhaps by noticing it you blew his plan?

I heard that this does happen from time to time, but not in this case as we didnt have any of the rolex stock in the window to try on (and potentially swap) with.

I realise that I wrote a bit of an essay there and perhaps was a little unclear on certain points

[Deep Sea]

Several times in the past I have spent extra $$ at an AD (verses getting a discount at another store where I am simply a number), all for the customer service. Treat people like they should be treated, and it comes back around. It sounds like you have this figured out already.

Good story, though.

[The GMT Master]

Originally Posted by jameshelliwell

I heard that this does happen from time to time, but not in this case as we didnt have any of the rolex stock in the window to try on (and potentially swap) with.

I realise that I wrote a bit of an essay there and perhaps was a little unclear on certain points

It does happen, it happened to the place where I work on a big diamond ring a while back. We had to completely revamp our security after that, it was one hell of a big wake up call