The AD doesn’t care about us

[smugtech]

Originally Posted by worldofoyster

Money talks

That's why the OP is un-happy. Money didn't talk this time (GDP of a small country)

[Pboned]

Unfortunately, I feel the AD’s have tons on their own plate with all of the clients they have. Trying to decide who should get an allocation for a variety of “Special” life events. They can’t please everyone.

[4reRlxGuy]

Doesn't help when these clients give event tickets (concerts and sporting events) as a thank you for there latest allocation.

[njlam]

I think ADs only go to individual clients when the grey market bundling bid is weak....why sell one SS model when you can move 10 and 10 unattractive models at the same time?

Bundling is why grey dealers are more important to ADs than any individual customer.

[Fleetlord]

Originally Posted by Henrimontgomery

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

That's really what is happening here.

Purchase history in comparison to other clients is always in flux compared to new clients coming on line with big spends or other customers organically spending more.

There are plenty of buyers in the AD CRM system who get the congrats the OP is wishing for....odds on they aren't even keeping track what they are spending, but the AD is and they work to keep THEM engaged.

[cmannie]

I’m very disappointed with my AD.
In 2019-2020 I bought 9 or 10 new Rolex…3 where PM
I’d get call from the owner…”hey I’ve got nice watches.”
So id go and buy…i spent almost $400,000 there. Plus another $100,000 on diamonds and other watches. Only to be suddenly cut off “we don’t have anything but will call when we do” call never came. No explanation. I went to shop a couple times. Cold shoulders
I buy grey now. Simon’s is a huge rude disappointment. Man up and simply tell me why. Cowardly and a slap in my face.
Growing up in family business I couldn’t fathom being so rude to a great customer.
Shame on them.

[Blansky]

The way the OP gets treated is so inconsiderate.

I still get a card every year from the guy who stole my watch from my gym locker ten years ago.

[NAUI1982]

Originally Posted by edyu

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.

No worries, but let me correct your math. Lookup NAUI. National Association of Underwater Instructors. 1982 is when I went through the ITC and because a SCUBA instructor, it's not my age. LOL!!!

And again, the rant is about using their technology (CRM) to create and manage the brand and the relationships with their customers on a level that a premium brand should be performing. The other lux brands that my wife and I deal with are on a whole different level than ROLEX.

The level of kissing ass at your AD is a new level of whoring that Rolex and their boutiques have conned their customers into beleiving is necessary to buy a watch.

[NAUI1982]

Originally Posted by Henrimontgomery

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

I think this is directed to me as the OP, but not sure.

Missing my point...but that's okay. And FYI, I've spent more than most I suspect.

[NAUI1982]

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.

Thanks for the good luck wishes. I don't think it's sad, or hallow because my point is actually suggesting that Rolex and the AD do not treat customers and manage relationships they way the good luxury brands do. And I'm making that point here that you all should expect more from your AD! They have the tools and systems to make their customers and important part of running a luxury brand. The difference is that the Rolex customer has been desensitized to what good customer relationships are like. You think it's your job to kiss the asses of the SA at your AD, and spend lots of money on watches you don't want in hopes to get what you do. (not all people here do that, but there is a common thread in the topics here that suggest it).

My point is pretty clear I think. And I certainly don't seek validation from the damn AD/Rolex people to live my life.

...But I have to say there are some terrific people here and enjoy the debate, dialog, information, and such that community brings.

I'm just pointing out that other luxury brands do far better at this than Rolex, and they're far better at managing the customer relationship even under more constrained product that Rolex who makes over 1.5million watches a year and growing.

[Rolexatlast]

The ADs (at least until recently) could sell every Rolex they receive, so some think “why bother to put in any effort” - unless they can use the promise of a watch to push people into buying other stuff that they don’t want.

But I take the point that the OP raised that luxury marketeers may make the customer chase the goods, but will provide a luxury service to keep the punters feeling special.

Rolex must know this, and as they have a long term view on their market. They must want ADs to provide the quality service, so that people will keep spending even when the market downturns.

This could be one reason for Rolex thinning out the independent ADs - the ones taking short term greed approach of not valuing customers and shoving all their stock to greys.

[NAUI1982]

Originally Posted by S’portEye

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.

Sorry you feel that way. Has ZERO to do with self-importance at all. Could NOT be further from the facts. But I appreciate you for joining the conversation.

[NAUI1982]

Originally Posted by Fleetlord

That's really what is happening here.

Purchase history in comparison to other clients is always in flux compared to new clients coming on line with big spends or other customers organically spending more.

There are plenty of buyers in the AD CRM system who get the congrats the OP is wishing for....odds on they aren't even keeping track what they are spending, but the AD is and they work to keep THEM engaged.

Nope, that's not what is happening here. But thank you for contributing to the conversation.

[NAUI1982]

Originally Posted by Blansky

The way the OP gets treated is so inconsiderate.

I still get a card every year from the guy who stole my watch from my gym locker ten years ago.

[Rolexatlast]

Originally Posted by NAUI1982

Sorry you feel that way. Has ZERO to do with self-importance at all. Could NOT be further from the facts. But I appreciate you for joining the conversation.

Sadly, some posters think Customers should be eternally grateful to be allowed to buy a Rolex at all

[Watchsprings]

Happy Anniversary, I do agree there are luxury brands that do a better job of providing a luxury customer experience than others. As for Rolex, I have 3 SAs I work with and 1 is more thoughtful than the others. In all cases YMMV.

[CarlOver]

I wonder if there has been a change from above, either AD management level or Rolex themselves, that said something along the lines of, ignore previous buyers and try to get watches into the hands of consumers that are new to Rolex?

[Calatrava r]

One dynamic in the luxury watch market a few years back was the most stores had particular customers who would basically buy everything and whatever else was offered. What the customers did with everything they bought really wasn't a big concern to anybody back then, sales were paramount. I suspect ADs knew these folks didn't really have 30 or more watches in their collections. As the watch market tightened, and the brands took a super hard line on customers' flipping watches, even those which were bought in good faith with the intent to keep at the time of purchase and worn regularly. So, the dealers panicked and moved away from the volume folks onto new small collectors who in their view were collection builders so their inventory would not end up in the secondary markets. Oddly, a huge past spend history in the current watch market may not be as useful as some think.

[Rolexatlast]

That would make sense. All brands need a flow of new customers to replace existing customers who cease buying (they die, become poor or just lose interest).

Cutting off your flow of new customers is bad for long term business.

[Polyesterpig]

Using a Customer Relationship Management (CRM) system to send automated personal messages to customers. Classic!

[Fleetlord]

Originally Posted by NAUI1982

Nope, that's not what is happening here. But thank you for contributing to the conversation.

Sure anytime.

If not for that reason, then why would the AD have "forgotten" to recognize your anniversary?

At this point you could:

1) Call the manager of the AD and tell THEM your displeasure at the failure of their staff to utilize their CRM software properly and not recognize an important anniversary of yours. Perhaps they really do need your help in this regard?

2) Do absolutely nothing about this except take your substantial business elsewhere?