The AD doesn’t care about us

[Bartolo]

Originally Posted by OG1982

This thread highlights the difference in expectation levels around customer service from one side of the pond to the other.

Interesting parallel discussions around higher-end hi fi.

Those I know in the UK are very used to getting their new hi fi kit delivered and set up by the dealer at no charge. Here in the States, that is far less common.

[OG1982]

Originally Posted by Bartolo

Interesting parallel discussions around higher-end hi fi.

Those I know in the UK are very used to getting their new hi fi kit delivered and set up by the dealer at no charge. Here in the States, that is far less common.

Yes I’m sure they do, and I guess the cost of that is already built into the price. A high end Hifi appears very low end if not set up correctly.

The kind of customer service mentioned by the person starting this thread is practically unheard of in the UK, especially for a wedding anniversary.

I think that can been seen by how people from different sides of the pond have reacted to the thread. I honestly thought it was a joke when I first read it…


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[edyu]

Originally Posted by NAUI1982

My wife and I buy a fair amount of luxury goods. We are registered and regularly see three high quality ADs for some nice watches and our spend history exceeds a small country’s gross domestic product. ��

It’s our 27th anniversary today. Our sales associates know us well, and have all our milestones recorded including dates of our kids birthdays and graduation dates and all that relevant data for their CRM systems.

Guess what?

Not a single call. Not a single email. Nothing today. We asked about eight months ago for his and her day dates. Nothing.

But we did get an email from the BMW dealer and the Mercedes dealer wishing us a hard happy anniversary. And we got a call from Cartier wishing us a happy anniversary. And we got calls from Hermes and my wife’s SA at Neiman Markus.

It seems like those luxury vendors use their CRM systems to build customer relationships and engagement like one would expect.

Rolex, nope. Nothing.

They call. When they have stuff to sell us.

Almost never stuff on our list. Only twice in about three years have they called with watches we requested. We have even bought when they called about stuff we didn’t request.

Pretty much done with Rolex. This was the straw.

Got my wife a nice Hermes birkin bag. Rolex.

Maybe I'm wrong but if you were born on 1982 (maybe it's just a special year) that'd make you 42? And 27th anniversary would mean you were married at 15? I guess 1982 is just a special year not your birth year. :)

Anyways 27th anniversary is an amazing milestone, congratulations!

Tbh, whether you get reached out by SA is most likely due to any particular SA and whether his/her calendar is synced to the AD system. I agree with Kats post about reminding them.

One thing is that people do tend to expect certain reciprocal favor after spending (a lot of) money at a store. However because it was really just a transaction so it depends on whether that translates to any reaction is determined by whether the SA happened to remember. Just remind them that you will not be spending money with them if they don't show some "love" to you. You'll be surprised how crappy some CRM software are and how many stores don't use them. My Rolex AD still uses paper.

I never had anything from the Patek AD after buying an expensive piece either but I don't really expect them to because they are just someone I buy stuff from not my friend nor my family.

[4reRlxGuy]

Originally Posted by Bartolo

I visit a car dealer once every 3 years to lease a car and/or turn in the prior lease. I've never had a car dealer "relationship"

There are auto SAs that have a team process. They keep in touch during your ownship to check on ongoing needs and follow up prior to lease expiration.

Granted this auto SA has direct access to porsche, bmw, audi, vw, ... and exotics outside his direct network.

[Henrimontgomery]

You’re just not VIP. You probably spent a lot, but others spent more.

[Watch_aficionado]

Originally Posted by Henrimontgomery

You’re just not VIP. You probably spent a lot, but others spent more.

Rolex just has too much demand to give attention to anyone IMO. If you are so stinking rich, why wouldn't you just buy one on the grey market anyways? That's what one of the AD's implied to me when I inquired about how people get Panda's. At least he was honest.

[TickTockChuck]

Seems a bit sad & hollow to hope for recognition of life's milestones from basically strangers at a luxury store. I would've thought that's what family and friends are for. If a person seeks fulfillment from buying "things" then that won't end well imho. Sure a Rolex is nice, but again it's just a watch. Regardless, great service always comes down to the individual rather than something mandated, basically taking pride in your job. Good luck.

[S’portEye]

Originally Posted by TickTockChuck

Seems a bit sad & hollow to hope for recognition of life's milestones from basically strangers at a luxury store. I would've thought that's what family and friends are for. If a person seeks fulfillment from buying "things" then that won't end well imho. Sure a Rolex is nice, but again it's just a watch. Regardless, great service always comes down to the individual rather than something mandated, basically taking pride in your job. Good luck.

I didn’t know how to put it as eloquently as you did, but this is how I feel about this thread. It also smacks of self-importance.

[Cambo]

Originally Posted by Paul C

Do they care about VIP clients?

Rolex or the AD?
To Rolex, a VIP is someone named Federer or better. To the AD, who knows?

But really, I don’t get spending all that money at the AD just to get preferential service for a Rolex. I’m pretty sure the OP could have spent the GDP of a lesser country and bought grey.
Just IMHO

[Watch_aficionado]

Originally Posted by TickTockChuck

Seems a bit sad & hollow to hope for recognition of life's milestones from basically strangers at a luxury store. I would've thought that's what family and friends are for. If a person seeks fulfillment from buying "things" then that won't end well imho. Sure a Rolex is nice, but again it's just a watch. Regardless, great service always comes down to the individual rather than something mandated, basically taking pride in your job. Good luck.

Difference here is, if the watches were in stock, some would indeed be buying one to celebrate a milestone or mark an important point in their life... it's done with all sorts of jewelry and items. The only reason they are sharing this event with an AD is to hopefully get them to fulfill a request to help get that piece to celebrate.

So I get why someone would want a watch for a special event 100%. It's the AD having control over who gets what and for what purpose that causes a buyer to explain the situation to the AD. I'm sure everyone would prefer to not share any personal business with a watch sales person if they didn't have to.

For me personally, it's been cringy having to kiss ass with an AD to try and get a watch (stopping in every month or two, etc.). But that's where we are at right now....

[996marty]

Originally Posted by Watch_aficionado

Rolex just has too much demand to give attention to anyone IMO. If you are so stinking rich, why wouldn't you just buy one on the grey market anyways? That's what one of the AD's implied to me when I inquired about how people get Panda's. At least he was honest.

I’m guessing it’s that feeling of being special that makes the op go back to the AD. And I’m sure you’re not going to get a grey messaging you to wish you happy anniversary or happy birthday then again maybe they do….
I did wonder if the original post was a joke and didn’t take it too seriously tbh but on reflection it’s a little creepy expecting people that want your money to be wishing you all the best for any milestone.

[ClintonM3]

I would never expect anyone other than close friends and family to remember any of my own personal milestones. Any if I don't get a nod from them, I probably won't get bent out of shape either. As long as the AD is respectful, and straight with me, that's all I expect from them. Nothing more.

[Rebel]

I'm sorry for the disappointment.

[enjoythemusic]

Originally Posted by Bartolo

Interesting parallel discussions around higher-end hi fi.

Those I know in the UK are very used to getting their new hi fi kit delivered and set up by the dealer at no charge. Here in the States, that is far less common.

Yes, quite interesting. Of course it is dealer-dependent as well for legacy stereo only, tho custom home audio ensures installation and tweaking / tuning DSP room correction, etc.

I'm sooo looking forward to Rolex getting their additional production going and the market being a bit more normal. Having worked retail, when you can't ensure getting that hot item for the holidays... some people lose their sh--... mind.

Can we all agree the AD would surely enjoy the additional sales, fulfill 99% of everyone's desire. They have overhead, staff to pay, the ever-higher power bill, higher insurance rates... it ain't just your 'cost of living' that has been going up.

Imagine WoS stock value increase if they could sell every Rolex on their waiting lists.

A Rolex For Everyone's Holiday Wishes 2024.

PS: Retailers must implement AI to get the most from their customer database. Each morning your salesperson gets a list of bdays, anniversaries, etc, with integrated access to each one's past purchase, want list, etc.

[Rolexatlast]

Originally Posted by 4reRlxGuy

I recently asked my new Rolex AD how many clients they have that can and have spent over 250k annually and he told me more than I can imagine.

Granted, the world in which I live is totally different to the really wealthy. However, I cannot conceive of anyone spending over 250k every year on watches. Or even jewellery. Their watch / jewellery boxes must be bulging. These items are no consumables - they will most likely outlast our lifetimes, so what do they do with it all?

They can’t all be drug dealers laundering their profits.

Unless, of course, they are Grey dealers….