What AD SA Fear..

[red1108nyc]

Tides are turning... in your favor. Come to papa..

[Tricolore66]

Congrats on the GS! I bought my first one earlier this year, and it won't be my last. It's kind of nice just walking in to store, trying on a few watches, and taking one home. I remember when you could do that at Rolex AD's with pretty much any watch you wanted, short of a steel Daytona.

My SA never calls me, but I get text blasts every few weeks with a pic of a watch that "just came in", which is usually a Tudor that I already own.

I need another watch like I need a second ass, but it would be nice if they remembered who was buying watches back when the cases were full and BNIB Rolexes were at the grey dealers for 30% back of MSRP. Anyone who thinks that can't happen again is an idiot.

Originally Posted by Fleetlord

It's a super cool dial. Kinda like the shunbun spring drive but slightly blueish.

[bluestreak]

Originally Posted by the_natural

Best post I've seen on TRF for awhile (bonus points for a booted troll).

That guy got banned?

[subprimero]

Nice GS and well played!

[ffjfjfjjd]

Originally Posted by bluestreak

That guy got banned?

Appears so. Seems like an unwarranted reaction. A slap on the hand and a warning would likely suffice, banning people right and left just creates an echo chamber where everyone agrees.

[Doood]

Beautiful watch. Was waiting for the pictures.

I don’t see any downside to how this evolved. I recently made a similar purchase outside my normal ADs. I tend to go out of my way to be loyal, but loyalty works both ways. Now you have their attention.

[DoctorA]

Originally Posted by Fleetlord

What do AD's fear the most? What drives their behavior when it comes to Rolex allocation?

Preventing the "wandering whale".....losing repeat or "big" clients (attrition) is pain point for AD's. Their Rolex allocation strategy focuses on client retention, both at the SA and Corp level.

I experienced this myself to a much lessor degree during the last week.

I usually do business with a multi store Rolex AD. I have a SA at one of the locations who I have been dealing with for some time...but he's a bit of a squirrel and there are longish gaps from when I hear from him about getting a Rolex reference on my list.

The other day I was "wandering" around a mall and went into another location of this AD chain.

They had a non Rolex I was looking for. I tried it on, liked it and bought it. I knew that my SA at the other location also had this brand and I could have called them to get it, but whatever. I just decided to buy this one now. The SA I was dealing with deserved the sale anyway..

Three days later, I get call from my original SA. He saw in the system that I had purchased the other watch from the other location and wanted to know why I didn't buy it from him.

I responded that I hadn't heard from him in awhile and that's what happens when you don't keep up with your client base. They will wander away.

He apologized profusely and said he was blah blah blah blah. Which is fine. I wasn't angry about anything....I just wanted to get a watch when I got it...and he's more than welcome to contact me with Rolex opportunities in the future.

His manager, who I know pretty well called me later that day, but I didn't get a chance to talk to him yet. I'm sure they will find some Rolex for me...lol. They don't want to lose me now....even to another store in the company.

Anyway this is a small time anecdote about dealer concerns revolving around customer retention and what drives their decisions regarding who gets what watches and when. They don't want to to lose their whales and will make sure they can supply them, even at the cost of new business.

The Rolexes on my list probably ended up going to a bigger fish (there is always a bigger fish)..but I felt it was time for me to tug the line a bit.

Thank you for sharing your experience! It certainly gives some perspective!
My worry though, is that ADs now do business very different from eachother! I can see the same move making the first store “abandon” the client because they wandered away. ADs have long lines of people wanting to buy their watches and many of them (unfortunately) are willing to dump $$$$ on jewelry they don’t need to get the watch they want!

I’m glad that your SA cared and is trying to fix the relationship but am afraid this might not be the case everywhere and in other areas this might actually hurt the relationship!!!
I hate those ADs games!

[rjd1]

Originally Posted by Fleetlord

The point is that the SA was a bit cheeky to call me and ask me why I bought elsewhere, when he hadn’t called me with anything in quite some time. I thought it was appropriate for me to tell him the reason was because he was less involved with my business and I had an immediate opportunity at the other location and went with it. He realized I was wandering and that he got complacent, which he is not supposed to do with long term clients. That’s all.

Interesting story and nicely handled. Thanks for sharing.

[stevestil]

Originally Posted by DoctorA

Thank you for sharing your experience! It certainly gives some perspective!
My worry though, is that ADs now do business very different from eachother! I can see the same move making the first store “abandon” the client because they wandered away. ADs have long lines of people wanting to buy their watches and many of them (unfortunately) are willing to dump $$$$ on jewelry they don’t need to get the watch they want!

I’m glad that your SA cared and is trying to fix the relationship but am afraid this might not be the case everywhere and in other areas this might actually hurt the relationship!!!
I hate those ADs games!

this was true 6-12 months ago however that is slowing down today, even in major cities like NYC which is where i am. i know AD’s will say things are better than ever and yes that may be true as far as SS sports models go, however there are plenty of people passing on watches and they are not selling other brands as much as they were when the secondary market was on fire.

i’ve spoken to multiple people who i know well that are sales associates at various AD’s and they have confirmed that people passing on allocations has begun.

the model where a SA did not have to do anything to keep their client and the ball was completely in the AD’s court seems to be fading slowly and they will realize that they need to actually do a bit of work to keep their loyal clients happy.

i, for one, look forward to that. at the end of the day, it IS a luxury product and should feel that way when you are spending thousands upon thousands of dollars. i can’t stand feeling like i’m begging and need to pass a background check and earn the “privilege” to spend 10+ thousand dollars.

i do have a good relationship with my AD and my SA is great as well so no complaints there, but i have found myself having to “nudge” more times than id like to in order to show them that i’m still here and i’m still spending $. it should be the other way around.


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[macrowatch]

Originally Posted by LateLearner

I’m on a “list” to by one professional model. It’s been a decade since I purchased a Rolex, for my wife, from an AD. Does that make me a walk-in?

Why would it be “sloppy or lazy” to sell me a single watch without first offering/deferring to you? Or any whale or sea lion for that matter?

Maybe you are older and being replaced by a younger buyer with longer buying potential?


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I understand your sentiment, obviously makes sense from some angles.

For me, I use the term “walk in” as zero history. Obviously people can define differently, but that’s the difference I attempt to convey. So in your situation, it would be as if even for non VIP, going in with purchase history then being told by that AD it doesn’t count and you need to build history while on another day the same AD sells the watch to someone that walks in with zero history.

Maybe to be replaced by a younger buyer, who knows. But if it were me, I walk out and find a new vendor.

[amh]

Originally Posted by bluestreak

I don’t really get the point of this story either. I don’t particularly want an SA contacting me. I ask for a watch, I get a watch after a short wait. I don’t need other contact beyond that.

You must be one of those VVIPs

[Rolexatlast]

Originally Posted by Fleetlord

Well you're contradicting yourself now..."muggy" is "defined as something that annoys you or something that is not to your liking".

You implied "Nah" that it wasn't annoying to you personally...but then said it was a "muggy" post...which I defined above.

Regardless of all that, I like your responses.. they're so careless.

Never heard of this…is this a US definition?

[arcampado]

Originally Posted by ffjfjfjjd

Appears so. Seems like an unwarranted reaction. A slap on the hand and a warning would likely suffice, banning people right and left just creates an echo chamber where everyone agrees.

This guy was a total troll. Look back at some of his posts, it’s not the first time he came on the forum and spewed all of his unwarranted hostility. I’m glad this tool got banned. Thanks mods

[AF_Rob]

Originally Posted by arcampado

This guy was a total troll. Look back at some of his posts, it’s not the first time he came on the forum and spewed all of his unwarranted hostility. I’m glad this tool got banned. Thanks mods

I initially thought it was a bit harsh too. I looked back like you did and came to the same conclusion. He likely got a private "slap on the hand" already for his pattern of behavior. Our mods seem reasonable enough.

[EndlessEight]

Really glad you told the SA the truth and made them squirm

[ArtNouveau]

Originally Posted by AF_Rob

I initially thought it was a bit harsh too. I looked back like you did and came to the same conclusion. He likely got a private "slap on the hand" already for his pattern of behavior. Our mods seem reasonable enough.

There are rules on this forum(that many seem to ignore)and when all of your replies here are to demean other users and spew crap, that is no longer “your opinion.” Don’t need folks like that here.

[JLM3]

I don't see anything you did wrong on your part...if the SA at you reg store kept in contact with you ...you would have probably stopped in to see him and saw the watch you purchased and got it from him.

I'm just glad it didn't going the other way for you and that he saw that and said I'm not going to get you anything anymore and cut you loose ...

[Tavli3]

Originally Posted by Fleetlord

It's a super cool dial. Kinda like the shunbun spring drive but slightly blueish.

Its a beauty and I’ve been eyeing one of them for a while.


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[TheVTCGuy]

IMHO, and this is only MHO, I get the impression that for years of SAs in ADs having the GOD complex of having what so many people wanted, things are (slowly) changing. Prices are coming down, availability is a little bit better. So now, they have customers doing what Fleetlord did, buy it from somewhere else or a Gray. As someone pointed out, if you are forced to buy a bunch of unwanted jewelry from an AD to get a watch at MSRP, mine as well buy it from a gray and pay the extra; you’ll probably pay the same (or less) and won’t have a bunch of unwanted jewelry. SAs are not revered and A$$ kissed like they used to. This leads to a loss of patience and generally worse customer attention.

Just MHO.

[train-time]

Originally Posted by TheVTCGuy

IMHO, and this is only MHO, I get the impression that for years of SAs in ADs having the GOD complex of having what so many people wanted, things are (slowly) changing. Prices are coming down, availability is a little bit better. So now, they have customers doing what Fleetlord did, buy it from somewhere else or a Gray. As someone pointed out, if you are forced to buy a bunch of unwanted jewelry from an AD to get a watch at MSRP, mine as well buy it from a gray and pay the extra; you’ll probably pay the same (or less) and won’t have a bunch of unwanted jewelry. SAs are not revered and A$$ kissed like they used to. This leads to a loss of patience and generally worse customer attention.

Just MHO.

Couldn't agree more. Well said Paul.

[Ensign]

Remarkable how to read about fellows like yourself, just so casually buy watches.

I’m in the other camp; I tend to overthink my purchases.

[Chiboy]

Cool story, Fleetlord and a nice change of pace, but without being too “in your face” about it and burning bridges.

[Bill2e]

Originally Posted by Fleetlord

Three days later, I get call from my original SA. He saw in the system that I had purchased the other watch from the other location and wanted to know why I didn't buy it from him.

That takes brass for sure.

Personally, I would have went to my AD unless there was a silly deal or another reason. But if they are ghosting you, you got to do what you got to do.

[superdog]

Originally Posted by mailman

Don't argue with him anymore. He can't hear you

Congratulations on your new watch

you are the man.

[teck21]

ADs engage customers on the basis of information asymmetry.

Fleet has simply shown that if works both ways, and customers should engage ADs on the same basis.

Every one is simply maximising their own their resources to their own advantage.

ADs and customers alike.

Such is life.


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[Game Hunter]

Originally Posted by Fleetlord

What do AD's fear the most? What drives their behavior when it comes to Rolex allocation?

Preventing the "wandering whale".....losing repeat or "big" clients (attrition) is pain point for AD's. Their Rolex allocation strategy focuses on client retention, both at the SA and Corp level.

I experienced this myself to a much lessor degree during the last week.

I usually do business with a multi store Rolex AD. I have a SA at one of the locations who I have been dealing with for some time...but he's a bit of a squirrel and there are longish gaps from when I hear from him about getting a Rolex reference on my list.

The other day I was "wandering" around a mall and went into another location of this AD chain.

They had a non Rolex I was looking for. I tried it on, liked it and bought it. I knew that my SA at the other location also had this brand and I could have called them to get it, but whatever. I just decided to buy this one now. The SA I was dealing with deserved the sale anyway..

Three days later, I get call from my original SA. He saw in the system that I had purchased the other watch from the other location and wanted to know why I didn't buy it from him.

I responded that I hadn't heard from him in awhile and that's what happens when you don't keep up with your client base. They will wander away.

He apologized profusely and said he was blah blah blah blah. Which is fine. I wasn't angry about anything....I just wanted to get a watch when I got it...and he's more than welcome to contact me with Rolex opportunities in the future.

His manager, who I know pretty well called me later that day, but I didn't get a chance to talk to him yet. I'm sure they will find some Rolex for me...lol. They don't want to lose me now....even to another store in the company.

Anyway this is a small time anecdote about dealer concerns revolving around customer retention and what drives their decisions regarding who gets what watches and when. They don't want to to lose their whales and will make sure they can supply them, even at the cost of new business.

The Rolexes on my list probably ended up going to a bigger fish (there is always a bigger fish)..but I felt it was time for me to tug the line a bit.

I think what this needs is a factual anchor. So far there is speculation about what a SA cares about but we need a factual anchor. I don't have that answer but somebody who knows the retail channel might.

Perhaps somebody could chime in with a list of things that a sales associate might have in their job performance description.

- Gross sales figure
- Brands sold because it's different selling an Omega off the shelf that it to sell a hot watch from the safe
- Margin contribution
- Sales of non-watch items if the dealer happens to sell them
- Acquisition of new customers - walk-ins and those sourced elsewhere
- Management of high net worth customers - 'the whales'
- Revenue leakage to other outlets as in the original post

Commission payments are rarely about dollar figure only. There were examples in the 1950's where aluminium siding salesman landed deals for entire housing estates and were paid more than company CEOs because they lucked onto volume.

If you can factually agree on what an SA is measured by you can get a better handle on what they fear.

[Andad]

Originally Posted by ffjfjfjjd

Appears so. Seems like an unwarranted reaction. A slap on the hand and a warning would likely suffice, banning people right and left just creates an echo chamber where everyone agrees.

I disagree with you.

I disagree with you.

I disagree with you.

[Fleetlord]

Originally Posted by Game Hunter

I think what this needs is a factual anchor. So far there is speculation about what a SA cares about but we need a factual anchor. I don't have that answer but somebody who knows the retail channel might.

Perhaps somebody could chime in with a list of things that a sales associate might have in their job performance description.

- Gross sales figure
- Brands sold because it's different selling an Omega off the shelf that it to sell a hot watch from the safe
- Margin contribution
- Sales of non-watch items if the dealer happens to sell them
- Acquisition of new customers - walk-ins and those sourced elsewhere
- Management of high net worth customers - 'the whales'
- Revenue leakage to other outlets as in the original post

Commission payments are rarely about dollar figure only. There were examples in the 1950's where aluminium siding salesman landed deals for entire housing estates and were paid more than company CEOs because they lucked onto volume.

If you can factually agree on what an SA is measured by you can get a better handle on what they fear.

From my experiences with AD sales persons over the years, the focus used to be a blend of overall sales performance and margin. Margin is easier to attain now as this particular chain no longer discounts anything unless it’s a Corp initiative to clear dead stock.

Sales people need repeat customers to drive their numbers. It just makes things easier and infuses an element of predictability to their jobs. Due to their limited availability (for whatever reasons), Rolex has become a carrot for dealers to retain clients….but once you do this with clients, it becomes an expectation. An expectation they have to deliver upon or else the client may take their predictably organic spending elsewhere.

When dealers lose this type of business, it’s attrition. Attrition is BAD and is indeed something to be feared. That’s why this particular SA panicked and didn’t think through his call to me. It’s a primal reaction to the fear…..I have to find out and fix this!! So, I told him why I bought elsewhere and reinforced the fact that his complacency essentially led to my wandering, which could turn into attrition.

[Andad]

I’m not sure about that.

I have been in sales for 50+ years, almost 40 in my own business.

None of my sales representatives were ever involved with margins or discounts.

Sales performance was highest with those who gave the best service followed by those with the best product knowledge.

Those with both were the most productive.

There are hundreds of questionnaires that will identify our strengths and weaknesses.

At this point in time and over the past few years can Rolex SA’s be classified as being in sales?

[rmlovett1]

Originally Posted by Fleetlord

It's a super cool dial. Kinda like the shunbun spring drive but slightly blueish.

Very nice, congratulations!