AD Visit @ Lunch Today

[smym18]

.

[DocHolliday]

Lots of hate on this thread towards the OP and not sure it’s justified.....I for one get very annoyed when I’m about to hand over lots of money for an item and the SA can’t answer the most basic questions. We aren’t talking about tacos here we are talking about a very expensive luxury purchase. The SA should know the basics. If a good waiter can memorize the particulars of the wine selection that is offered, then a competent SA should be able to run through specs without missing a beat of a 20K watch.

The owner/AD should make sure his people on the floor know the product.




Sent from my iPhone using Tapatalk

[Nairn1980]

Originally Posted by Pay M3

I think reading this post and now replying to it has been the biggest waste of my time in recent memory. Thanks OP.

[marnii]

remember every movement in every model to be a SA? i don't think its necessary.if you really need to know,please allow him to take look book

[Watch This]

Originally Posted by kk77

Happy Friday everyone..


I was at a local mall for lunch and swung by the AD that's inside the mall. It was pretty quiet. There were two customers in the store. One working with a sales associate on some necklaces or what ever he was trying to buy..

Another one ( he might be a member of the forum) just browsing around sipping on some coffee.. I was just walking around looking for the SA that I previously talked to. I live/work very close to the mall and I visit the mall quite frequently for lunches in the afternoon.. these guys are not that great in service. Sometimes they dont even get up to greet the customers.. That's why I usually do all my business at another AD.

the so called SA walks out of the back and says hello and asks who is first.. I politely said the other gentleman was there before me and I kept browsing what was in the showcase.. they have a rose gold yachtmaster oysterflex in the case which looks great BTW..

After the other guy was done talking, I asked the sales associate if it is the newer version and if it had the glidelock clasp...he said yes in a seemingly uncertain way.. he takes the watch out of the case trying to figure out.. but I could see it doesn't. While he was still trying to figure it out, I said no it's the old version and it doesn't have it. Then I asked what movement does it have.. he couldn't answer either. His explanation was the they added a little bit to the new movement which gives the watch an extra 20 hours..? I'm like WOW...

I asked it they offered any discount.. he said adamantly NOT A NICKEL! Rolex doesn't allow us to do so.. I said what does Rolex has to do with it.. you don't pay the same price right...? Then he paused a minute and asked what do you mean..? Then I clarified you don't pay the same price as the rolex suggested MSRP right...? Then he reluctantly said yes we don't pay the same price..

I asked him about SS models and its the same story. They haven't seen any in a long time.

I said thanks for your time and walked out. Just another Friday.

Thank you for reading..

Kicking tires. Showing your superior knowledge. Posting about it. Lame.

[Kliminator]

Originally Posted by DocHolliday

Lots of hate on this thread towards the OP and not sure it’s justified.....I for one get very annoyed when I’m about to hand over lots of money for an item and the SA can’t answer the most basic questions. We aren’t talking about tacos here we are talking about a very expensive luxury purchase. The SA should know the basics. If a good waiter can memorize the particulars of the wine selection that is offered, then a competent SA should be able to run through specs without missing a beat of a 20K watch.

The owner/AD should make sure his people on the floor know the product.




Sent from my iPhone using Tapatalk

I agree. Lack of knowledge in this space makes the authorized dealer look bad.

When one of the selling points of purchasing from an authorized dealer is the "service and experience" - someone who doesn't know what they're selling definitely dampens that

If you went to go test drive cars at a Porsche dealership and they miscommunicated the difference between the same car from different years... Wouldn't you feel a little taken back?

[Marcjvr]

Originally Posted by DocHolliday

Lots of hate on this thread towards the OP and not sure it’s justified.....I for one get very annoyed when I’m about to hand over lots of money for an item and the SA can’t answer the most basic questions. We aren’t talking about tacos here we are talking about a very expensive luxury purchase. The SA should know the basics. If a good waiter can memorize the particulars of the wine selection that is offered, then a competent SA should be able to run through specs without missing a beat of a 20K watch.

The owner/AD should make sure his people on the floor know the product.

Agreed 100%

I went to an AD to buy my first Rolex, the Explorer. I was still feeling nervous about spending ~$7k on a watch but I was ready to take the plunge. They had it in the case and while the SA was nice enough she couldn’t answer a few basic questions. I asked her to show me the easylink and she had no idea what I was talking about. It got to the point where I no longer felt comfortable about my decision after dealing with the SA and so I decided to walk out the store. A week later my Explorer arrived in the mail from a Trusted Seller who was fantastic to deal with

In my case the SA’s lack of knowledge about her product cost them the sale.

[Wllnv19]

I walked in to an AD they had what I wanted ...I bought it..no questions asked..it was the watch I was looking for...

[T4ME]

Originally Posted by Robtayham

Agree.

I agree

[brandrea]

Originally Posted by Bryant Park

Relax and go quiz the Chipolte kid about tacos...

[Calatrava r]

To me there was really nothing here to report back on. I go into ADs all the time where SAs are not there to assist, busy or know less than I do. Its no big deal to me. Generally, if I am in to purchase a watch, that happens with no issue or all. I'll take that "one", size it up please, seems to work very well and makes for a good experience.

[NoVaSubowner]

Would love any of the posters who take such umbrage to the average SA not having the knowledge demanded of caliber numbers ect, work the same shifts as the SA’s. Let’s remember in most cases they are not just selling watches from Rolex, but other brands as well not to mention jewelry as well.
See from their perspective how you like it
All I have asked of a SA is politeness. Attentiveness and willingness to deal. I could care less if they can’t tell a easy link from a solid link.
What counts is I know the difference.


Sent from my iPhone using Tapatalk

[R G]

Originally Posted by Fleetlord

You sure showed him!

I'm sure he will keep this encounter in mind when the next guys stumbles into the store, stares into the case for a minute, says I'll take that gold one or whatever"....hands him a method of payment, gets the watch sized, boxed up and out the door. No gotcha questions or haggling over a watch that was never going to be purchased in the first place.

That guy will never think twice about the service or the knowledge of the SA and most certainly will NEVER come on a Rolex forum (there even is such a thing?? Why?) and tell the members all about it.

So the SA really only cares about that guy...or that guy that he can get to come back and do it again...because Rolex is the best and owning one makes them the best.

I want to ask you something. No disrespect meant, genuinely. But I want to ask, because literally a third of the way through the OP’s post, I thought to myself that you’d be one of the first to comment in the way in which you invariably do when someone ‘critiques’ an AD.

So, are you a member of staff at a retail outlet or something? What’s your story?

Remember, I’m asking without malice.

[Robtayham]

Originally Posted by DocHolliday

Lots of hate on this thread towards the OP and not sure it’s justified.....I for one get very annoyed when I’m about to hand over lots of money for an item and the SA can’t answer the most basic questions. We aren’t talking about tacos here we are talking about a very expensive luxury purchase. The SA should know the basics. If a good waiter can memorize the particulars of the wine selection that is offered, then a competent SA should be able to run through specs without missing a beat of a 20K watch.

The owner/AD should make sure his people on the floor know the product.




Sent from my iPhone using Tapatalk

I’m not sure it’s ‘hate’. The problem with these posts is that they sound pompous.

Do we all agree that the SA should be knowledgable? Yes. And if they don’t know an answer, they should say they’ll find out? Yes.

But, to ‘show out’ by trying to test the AD’s lack of knowledge, so that you do not deign to shop there, is a little over the top.

[Marcjvr]

Features like Easylinks and Glidelock clasps are pretty standard, straight forward additions to the product line for a while now. I think it is only lazy SAs who would not know this. Not sure they deserve a pass for it.

If you owned an AD wouldn’t you be upset with your SAs if they didn’t research some basic product knowledge?

In fact even Rolex expects it of its retailers...


From Rolex.com...





Sent from my iPhone using Tapatalk

[Oxfordian]

Went into a Non Rolex AD this afternoon, looking at some IWC watches as one caught my eye as we walked past, the SA looked at my wrist saw my Speedy and said 'ah I see you like watches so I won't try and tell you about the watch, you've probably done your research or know more about them than I do as I am normally on jewellery'.

Now as it happens I know very little about IWC but I appreciated being told that the SA wasn't conversant and that any difficult questions wouldn't have been answered, so I tried a few watches on enjoyed the chat and the sweets on offer, I now know that IWC have some watches that look good on my wrist and are possible considerations for my next purchase.

I also went into my Omega AD and enjoyed a good chat about watches, possible LE's for next year, how they got on with the JBLE that came out recently, all 15 they received went in a couple of days.

So two AD's, made very welcome in both stores, I had two good conversations, found out some titbits of information and that I quite like a couple of watches from a brand I hadn't really considered before. A win/win afternoon.

AD's are great if you treat them as human being's, in many cases for a SA it is just a job not an obsession, they won't know or understand anything about the movement or the waterproofness, or other technical aspect of the watch, some of the SA's will have been on specific brand training courses and be very knowledgeable whereas others have not.

SA's are our friends, work with them you get remembered for the right reasons, leave the store with the SA feeling that they have just taken a rhetorical kicking and they will do very little for you. I have yet to find an SA in an AD's that wasn't helpful in some way.

[R G]

Originally Posted by Oxfordian

Went into a Non Rolex AD this afternoon, looking at some IWC watches as one caught my eye as we walked past, the SA looked at my wrist saw my Speedy and said 'ah I see you like watches so I won't try and tell you about the watch, you've probably done your research or know more about them than I do as I am normally on jewellery'.

Now as it happens I know very little about IWC but I appreciated being told that the SA wasn't conversant and that any difficult questions wouldn't have been answered, so I tried a few watches on enjoyed the chat and the sweets on offer, I now know that IWC have some watches that look good on my wrist and are possible considerations for my next purchase.

I also went into my Omega AD and enjoyed a good chat about watches, possible LE's for next year, how they got on with the JBLE that came out recently, all 15 they received went in a couple of days.

So two AD's, made very welcome in both stores, I had two good conversations, found out some titbits of information and that I quite like a couple of watches from a brand I hadn't really considered before. A win/win afternoon.

AD's are great if you treat them as human being's, in many cases for a SA it is just a job not an obsession, they won't know or understand anything about the movement or the waterproofness, or other technical aspect of the watch, some of the SA's will have been on specific brand training courses and be very knowledgeable whereas others have not.

SA's are our friends, work with them you get remembered for the right reasons, leave the store with the SA feeling that they have just taken a rhetorical kicking and they will do very little for you. I have yet to find an SA in an AD's that wasn't helpful in some way.

I agree with you that for some, working in an AD is just a job, nothing more. And that’s where you get the lack of interest of technical know-how.

Rolex would want to know that even a basic role as a store assistant (I can’t bring myself to say sales person, because this really isn’t sales) should have some basic product knowledge.

In regards to not having come across an AD who hasn’t been helpful, you’re lucky. There are many out there and it’s a numbers game - you will experience this at some point.

[Oxfordian]

Originally Posted by R G

I agree with you that for some, working in an AD is just a job, nothing more. And that’s where you get the lack of interest of technical know-how.

Rolex would want to know that even a basic role as a store assistant (I can’t bring myself to say sales person, because this really isn’t sales) should have some basic product knowledge.

In regards to not having come across an AD who hasn’t been helpful, you’re lucky. There are many out there and it’s a numbers game - you will experience this at some point.

I'm not sure that it is a lack of interest because if you are only employed on a part-time basis, maybe weekend only or a new employee, your pool of knowledge is going to be considerably less than a full timer with some years of experience working at the AD.

When we walk into an AD irrespective of brand we assume that the staff are going to know everything about each watch that is being sold but the reality is that they don't, they have a level of knowledge commensurate with experience.

Now, you can have an SA with 5 years experience in Omega applying for and getting a more senior role in a Rolex AD, at the point they start at the Rolex AD they have a lot of experience in dealing with customers, but no actual experience of Rolex. In their first few months of employment they will get training on the idiosyncrasies of Rolex, but it will take time to build that Rolex knowledge up.

I think that there are times when our expectations of the abilities of the SA's working in an AD are too high, we have to except that the SA's are on a journey as well, and that journey may not be watch oriented, it may be that they need the job to pay the rent, or something similar, their knowledge is via the training that has taken place within work and not via other formats outside of work.

Being a WIS and working in an AD as a SA would be nirvana for any potential buyer, but that doesn't always happen and we should be respectful of that when we are in an AD's looking at watches for a possible purchase.

The likely-hood is that when a member of a watch forum makes a purchase from an AD they have researched their purchase thoroughly, they will know all the specs for that watch inside out, they will need little or no assistance from the AD to buy that watch.

But there are many many more people who buy a watch knowing next to nothing about that watch, it will be their one watch, they will buy the watch based on how it looks on the wrist and their budget, they won't care about the tech specs just whether they like the watch, what the customer needs in these situations is the answer to basic questions not in depth discussions. And this is where good customer service skills more than technical knowledge are key.

We need to respect the SA's in the AD's we visit, not all are as knowledgeable as us watch enthusiasts, but they will be keen to sell us a watch and will do what their experience allows them to do.

This is how I approach my dealings with my AD's and it works for me.

[R G]

Originally Posted by Oxfordian

I'm not sure that it is a lack of interest because if you are only employed on a part-time basis, maybe weekend only or a new employee, your pool of knowledge is going to be considerably less than a full timer with some years of experience working at the AD.



When we walk into an AD irrespective of brand we assume that the staff are going to know everything about each watch that is being sold but the reality is that they don't, they have a level of knowledge commensurate with experience.



Now, you can have an SA with 5 years experience in Omega applying for and getting a more senior role in a Rolex AD, at the point they start at the Rolex AD they have a lot of experience in dealing with customers, but no actual experience of Rolex. In their first few months of employment they will get training on the idiosyncrasies of Rolex, but it will take time to build that Rolex knowledge up.



I think that there are times when our expectations of the abilities of the SA's working in an AD are too high, we have to except that the SA's are on a journey as well, and that journey may not be watch oriented, it may be that they need the job to pay the rent, or something similar, their knowledge is via the training that has taken place within work and not via other formats outside of work.



Being a WIS and working in an AD as a SA would be nirvana for any potential buyer, but that doesn't always happen and we should be respectful of that when we are in an AD's looking at watches for a possible purchase.



The likely-hood is that when a member of a watch forum makes a purchase from an AD they have researched their purchase thoroughly, they will know all the specs for that watch inside out, they will need little or no assistance from the AD to buy that watch.



But there are many many more people who buy a watch knowing next to nothing about that watch, it will be their one watch, they will buy the watch based on how it looks on the wrist and their budget, they won't care about the tech specs just whether they like the watch, what the customer needs in these situations is the answer to basic questions not in depth discussions. And this is where good customer service skills more than technical knowledge are key.



We need to respect the SA's in the AD's we visit, not all are as knowledgeable as us watch enthusiasts, but they will be keen to sell us a watch and will do what their experience allows them to do.



This is how I approach my dealings with my AD's and it works for me.

Well... thanks for that.

The point in making was supposed to be simple.

It’s a retail outlet. A shop.

Some staff may take a particular interest in what they are selling and go above and beyond. Others not - it’s just a job to them, and they may know far less. That’s for nothing to do with part time or full time staff.

Like i said. The more you get in to this game, and by your own admission, you’re new to it, you’ll see why I mean by poor staffing at AD’s if you continue to frequent them.

I’m not just talking about product knowledge. I’m talking about basic courtesy you should provide if working in retail.

[Robtayham]

Originally Posted by R G

Well... thanks for that.

The point in making was supposed to be simple.

It’s a retail outlet. A shop.

Some staff may take a particular interest in what they are selling and go above and beyond. Others not - it’s just a job to them, and they may know far less. That’s for nothing to do with part time or full time staff.

Like i said. The more you get in to this game, and by your own admission, you’re new to it, you’ll see why I mean by poor staffing at AD’s if you continue to frequent them.

I’m not just talking about product knowledge. I’m talking about basic courtesy you should provide if working in retail.

I bought my first Rolex over 35 years ago new from an AD. I’ve many dealings with ADs and with RSC in NY for service. Never had bad customer service. But, I don’t position myself as a WIS and I treat them with respect. They reciprocate.

[R G]

Originally Posted by Robtayham

I bought my first Rolex over 35 years ago new from an AD. I’ve many dealings with ADs and with RSC in NY for service. Never had bad customer service. But, I don’t position myself as a WIS and I treat them with respect. They reciprocate.

Cool.

If you take a look at my posts, I’m essentially saying that I don’t expect much from an AD, technically. Therefore, I wouldn’t walk in to a store and display my wealth of knowledge for a very one way convo.

I’m referring to just being courteous and polite to perspective customers.

But...

It must be just me then that has had a bad experience before with an AD in the history of humanity.

Yep. That’ll make sense.

[rallyx]

As members of this forum, we need to remember that we were once newbies before we came to know more about the brand, watch and movements of Rolex. The flow of knowledge works both ways. New members learn from fellow experience members and likewise customers learn from SA and vice versa. Sharing of knowledge is what makes this hobby fun.

[JR16]

Originally Posted by rallyx

As members of this forum, we need to remember that we were once newbies before we came to know more about the brand, watch and movements of Rolex. The flow of knowledge works both ways. New members learn from fellow experience members and likewise customers learn from SA and vice versa. Sharing of knowledge is what makes this hobby fun.

Hmmm agree and disagree- we are hobbyists and learn from each other, sure. When I learn something from an SA, i am impressed and I remember. When I have to teach an SA something , now that just isn’t right and is a turn-off. For products that range $5-30k and up, the SA should know more than I do, or at least the same- this is not a hobby for them- this is their job. They get paid for it. If I buy a watch, I literally am paying them.

With that said, I don’t like to show up an SA. I can detect early enough their knowledge base and since , for Rolex, I will only be buying from my own AD, it’s better to just be pleasant and courteous rather than to burn a bridge in case they have other brands my AD doesn’t carry that I may need them for in the future.


Sent from my iPhone using Tapatalk Pro

[amh]

via Imgflip Meme Generator

[novae500]

was this AD in Tysons I or Tysons II?? I'm pretty sure that ADs in both locations are holding the SS and other models in the back for preferred VIP customers.

[_speedmaster_]

While I wouldn't expect a SA to have full technical knowledge, it is reasonable to expect them to know if the watch in their case is the new model.

A job might not be fulfilling or anywhere near someone's interests (in fact I'd say more often than not it isn't), but you should at least have some pride in your work. I'd be embarrassed if I couldn't answer basic questions about likely the best/largest selling brand in my store.

[beshannon]

Originally Posted by kk77

these guys are not that great in service. Sometimes they dont even get up to greet the customers.. That's why I usually do all my business at another AD.

I said thanks for your time and walked out. Just another Friday.

Would you have bought anything if they had it? Did you just go there to harass someone trying to do their job?

[Max7857]

Originally Posted by DocHolliday

Lots of hate on this thread towards the OP and not sure it’s justified.....I for one get very annoyed when I’m about to hand over lots of money for an item and the SA can’t answer the most basic questions. We aren’t talking about tacos here we are talking about a very expensive luxury purchase. The SA should know the basics. If a good waiter can memorize the particulars of the wine selection that is offered, then a competent SA should be able to run through specs without missing a beat of a 20K watch.

The owner/AD should make sure his people on the floor know the product.




Sent from my iPhone using Tapatalk

I agree. I never really considered myself a rolex person even though I like and own several nice watches. I had many misconceptions about the brand and the people that owned them. That being said my wife is retiring soon and although she is not really a watch person she has always thought a Rolex would be a nice retirement present for herself.

Being the good husband I started looking into the brand so that I can surprise her when the big day comes. This forum was one of the first places i discovered. Simply spending 20-30 minutes an evening for several weeks I learned a considerable amount. Enough that i could comfortably take a job knowing the basics and a bit beyond selling Rolex watches. I don’t think it is asking too much for someone that is going to feed their family selling a product to at a minimum spend as much time as a consumer will spend learning about a product.

I ended up getting my wife a diamond dial 179174 DJ from a long established reseller. Now I have to keep it secret until December. Additionally I think the current model Air King is pretty cool and am keeping my eyes open for one of those for myself. I guess I might be a Rolex guy after all lol.


Sent from my iPhone using Tapatalk[/QUOTE]

[mannyv11]

Originally Posted by beshannon

Would you have bought anything if they had it? Did you just go there to harass someone trying to do their job?

Sure sounds like he just wanted to flex some watch knowledge on someone probably making just above minimum wage.

[SpeedyTuomas]

Well your AD SA seems to have been a tool. Well, it happens. I would just have stopped the conversation once I found out he has no idea.