Bad Experience at Tourneau in New York City

[dannyny]

Originally Posted by papasmurf

That's very common everywhere at highend stores in NYC.

it's amazing how consistently condescending customer service people are in manhattan. so i refuse to give them any business.

try to get anyone to help you at saks or bergdorff. good luck

are u kidding me? Bergdeof is the best at customer service... i went in to try on a pair of jeans and the guy literally spent an hour with me finding me sizes and what not in the end i didnt buy anything cause they didnt have my size but he took down my number and called me when the pair of jeans i was looking for came in that is customer service. so far the best out of all the high end stores i've visited, saks, barney, bloomies included.

[joeychitwood]

Originally Posted by dannyny

you have to understand sometimes agents only cater to a certain market. its like going to a ferrari dealership and asking for a honda and vice versa it just wont work

But I was looking for Tiffany diamonds in a Tiffany store. I bought them online after being ignored in the store, and someone blew a nice little commission by doing so.

[TheVTCGuy]

Originally Posted by Thomas

Sorry about your experience, but I noticed that you DEMAND respect, I always thought that was something that you earned.

Since I'm the OP, not sure why this was brought back up after so long, but what the heck! I just re-read all the (old and new) responses and noticed something. Please explain to me there Thomas, When I walk in to a store, to "EARN" the salesperson's respect so I get satisfactory customer service, exactly WHAT should I do? Smack them in the face? Do a hundred one-armed push ups? Recite the latest discoveries in particle physics? Really, I am very interested in what you do to "EARN" a salesperson's respect so they treat you with good customer service when YOU walk in to a retail location?

Please explain, I'm very interested to hear the correct technique.....

[joeychitwood]

Originally Posted by TheVTCGuy

When I walk in to a store, to "EARN" the salesperson's respect so I get satisfactory customer service, exactly WHAT should I do?

Explain quantum mechanics in a Twitter post.

[chris russell]

I would not have predicted that! I am shocked!

[TheVTCGuy]

Originally Posted by joeychitwood

Explain quantum mechanics in a Twitter post.

Oh come on Joey... That's easy, EVERYONE can do that....

(I can't even spell Qaun-... Quntua-.... Kwantu-... I can't even spell those words!).

[bewithabob]

Originally Posted by TheVTCGuy

Since I'm the OP, not sure why this was brought back up after so long, but what the heck! I just re-read all the (old and new) responses and noticed something. Please explain to me there Thomas, When I walk in to a store, to "EARN" the salesperson's respect so I get satisfactory customer service, exactly WHAT should I do? Smack them in the face? Do a hundred one-armed push ups? Recite the latest discoveries in particle physics? Really, I am very interested in what you do to "EARN" a salesperson's respect so they treat you with good customer service when YOU walk in to a retail location?

Please explain, I'm very interested to hear the correct technique.....

Customer service is crucial, in a competitive environment. If a retailer refuses to give a customer best of class customer service, a customer need do nothing more than walk out the door and shop a competitor down the street or on the internet. Retailers that don't get it, are destined to fail.

It is indeed unfortunate that some retailers just don't get , that it is far more cost effective to train sales people about their products and services, and to treat their customers with respect in today's environment.

Have you noticed that customer complaints about a retailer tend get repeated to friends and acquaintances far more than compliments?

[rolexgiants]

Originally Posted by TheVTCGuy

Since I'm the OP, not sure why this was brought back up after so long, but what the heck! I just re-read all the (old and new) responses and noticed something. Please explain to me there Thomas, When I walk in to a store, to "EARN" the salesperson's respect so I get satisfactory customer service, exactly WHAT should I do? Smack them in the face? Do a hundred one-armed push ups? Recite the latest discoveries in particle physics? Really, I am very interested in what you do to "EARN" a salesperson's respect so they treat you with good customer service when YOU walk in to a retail location?

Please explain, I'm very interested to hear the correct technique.....

respect.... who cares??? tell me im ugly.... tell me my future wife is ugly..... if u can discount the watch 30 percent...... well..... then im thrilled!!!!!!!!!!!!!!! and i will buy from u EVERY SINGLE TIME!!!!!

[lamnyc]

The only times I had good experiences at Toureau is when I'm not at the Rolex counter.

[RolexPete32]

Treated like that before. It really sucks. The day it happened to me the store lost my sale. I had intended on spending 5 thousand + and spent it else-where.

[NonServiam]

I worked at a small family owned AD during during college, best part-time job I ever had. We didn't sell Rolex, but Omega, Tag, Longines and below. First thing I learned was never to judge a customer by his looks. Everyone got the same fine service. If I had the time I was happy to talk watches for hours. One of our customers literally looked (and smelt) like a bum, but he bought several top end Omegas a year. He dropped by once a week to chat and pester us with technical questions we couldn't answer. But he was always welcome :)

I've had a difficult relationship with my Rolex AD i Oslo, Bjerke. I have often felt they looked down their noses at me, until I bought a Pam111 there. Just before swiping my card, I took the time to remind them of how in particular one of the salespeople had offered lousy and arrogant service in the past. I hoped that I was not mistaken in giving them my business, they should tighten up the ranks. At a later closed watch showing, one of the senior managers assured me (over champagne) that the person in question had gotten a warning. We both agreed that every potential customer should be given respect and time, and I belive it sunk in :)

This week I went by Bjerke with a Exp II which I bought used online. It had a small hair under the cystal, and it was removed and the watch pressure tested with nothing asked for than my day to be a nice one. Classy, and renewed my respect for them.

As to NYC, I felt like a prince there a couple of years ago. I found NY salespeople to be very helpful wherever I went. Much better than in Norway. And in the blistering heat I certainly dressed down, polo shirt, shorts and sneakers. Bought an IWC 3717 at Kenjo on Wall St, a very pleasant experience. I wore the watch for the rest of my stay, maybe it helped. Though I also remember being told that the more affordable watches were downstairs I just laughed and told them to tell someone else. Looking at an Explorer II, can't remember where, the sales bimbo was quickly replaced by a knowledgeble gentleman the minute I started asking informed questions. I almost bought it :)

[rr-nyc]

Originally Posted by rolexgiants

respect.... who cares??? tell me im ugly.... tell me my future wife is ugly..... if u can discount the watch 30 percent...... well..... then im thrilled!!!!!!!!!!!!!!! and i will buy from u EVERY SINGLE TIME!!!!!

Tourneau isn't going to give you 30% off so whats your point?

[bewithabob]

in the race to the bottom of pricing, the only true differentiator is service. if a retailer offered me 30% off while treating me rudely, i would never give them my business. i would make sure someone else gets the sale, even if it is a differnt salesperson in the same shop.
i will never allow a person to make a profit from insulting me

[RolexPete32]

Originally Posted by JJ Irani

Nice FIRST post and introduction, Sammy!! Not the pleasantest ways of making an entry, my friend.

Tourneau exists because of customers - NO CUSTOMERS, NO TOURNEAU - end of story!!

And you might want to tone your attacks down a bit. For a newbie with his very first post, you haven't made the greatest of impressions on any of us, let alone the member you've so blatantly attacked.

So just lighten up and go with the flow. That way you might just make a few more friends along the way.

Thanks - JJ

Well said.

[InVision]

Joey I feel your pain... When my wife and I were on vacation I went into an AD with shorts and my GMT IIc on and was not taken seriously at all. Later that day I went in dress very well (going out to dinner) with my Diamonds on Meteorite DD on and they were rolling all over us. It was extremely pleasing after 20 or so minutes talking with the same guy, I said, I really wasn't interested in buying anymore Rolex watches, this one was enough for a day. The guys jaw hit the showcase.

Mike

[Ed Rooney]

Consider yourself lucky. They usually try to sell you a Tourneau brand watch or try to tell you that removing the bracelet voids your warranty.

[toddb]

been to the one in san diego friars road couple of times. not tooo bad selection is quite limited no rolex royal maui next door and ben bridge have rolex in this mall only..

[Numismatist]

Touneau seems to be geared towards taking advantage of people that know absolutely nothing about watches but want to spend big dollars on one...

Remember, there's a market for everything and everyone...

[coreyharris]

This is exactly why their store on 34th street in Manhattan closed, Tourneau has some of the most unprofessional sales staff I've ever seen. Most of them have no knowledge of watches whatsoever.

[rr-nyc]

Originally Posted by Numismatist

Touneau seems to be geared towards taking advantage of people that know absolutely nothing about watches but want to spend big dollars on one...

Remember, there's a market for everything and everyone...

I completely agree

[Титан]

Originally Posted by Thomas

Sorry about your experience, but I noticed that you DEMAND respect, I always thought that was something that you earned.

In any retail business as a customer you are given respect by the sales people, it is not earned it is customary to be given respect. It is clear that Tourneau in the United States has a reputation not to give respect to its customers who are looking to buy a watch. The job for the sales person is just that to be of service to a customer, it is rude for any sales person to ignore someone. Also if someone comes into a store, the first thing a sales person is greet them and escort them around the establishment. This is the way you sell watches. Maybe this is why Tourneau is closing down some stores in the United States?

[BB3]

where then in NYC would everyone reccommend me going to buy a new Datejust? I'm looking obviously for best customer service, price, etc. I would consider going to NJ as well if not to far. Thanks everyone.

[king1412]

Originally Posted by BB3

where then in NYC would everyone reccommend me going to buy a new Datejust? I'm looking obviously for best customer service, price, etc. I would consider going to NJ as well if not to far. Thanks everyone.

There is a NJ AD that provides great service and a nice discount.

[Ben Screwed]

It probably won't be long before the current CEO adds Tourneau to his long list of former employers; but not before he, and his upper management cohorts wreak havoc on the company and decimate the sales-force. Despite their grandiose vision "to improve the Tourneau customer experience" they have cut and slashed sales commissions in excess of 25%, imposed onerous unattainable goals, reduced bonuses to less than the equivalent of waitress tips, severely restricted discounting rendering positive negotiation a near impossibility. A well compensated, motivated sales force is the life blood of a company -- more so in high-end sales and particularly in vanity items such as high-end timepieces. High net-worth customers believe themselves special, and they expect to be treated accordingly. The idea of enhancing the customer experience is certainly a good one. But the customer experience will be a good one only if the customer has contact with a enthusiastic, motivated, seasoned, mature, well groomed, well trained, pleasant, persuasive, empathetic sales professional. Such people are entitled to be compensated commensurate with their sales talent. Admittedly such a combination of qualities is the exception, but Tourneau does in fact employ some exceptional people. The key to assuring the retention of quality sales professionals and to benefit from their continued commitment to the company is proper and just compensation. And in turn their personal success is key to the company's long term strength. Ironically, under the new short-sighted compensation plan marginal sales people have the least to lose, and it will be the quality sales people who will be heading for the doors. Given these truths I pause to wonder if anyone in Touneau upper management has any clue that there is no interaction more important than point-of-sale. Several years ago Home Depot was headed up by an ambitious militaristic CEO . He, like the current Tourneau CEO, embarked on a plan to make a name for himself at the expense of the sales-force. He terminated higher paid senior sales staff replacing them with new lower paid people and lower paid part-timers. The result was an inexperienced inept sales-force. The consequences were a stagnated stock price, a high employee turnover rate, and significant loss of market share to it's competitors. The CEO was shortly thereafter forced out. And it doesn't take a Harvard MBA to realize Tourneau is headed down the same road under current management. The new philosophy of work harder, make more for the company and less for ones-self is anathema.

Tourneau has broken the faith and betrayed some very loyal people. A company cannot steal from employees their livelihood and still expect their loyalty. There is an abundance of competition in the high-end watch business that will be too happy to avail themselves to your best sales talent and customers alike. New hires will come from Wal-Mart and Target. Tourneau's grand aspirations will in time collapse under the weight of an inept, low class, distrusting sales-force. The preferred job title "Sales Professional" will be reduced to a euphemism for mediocrity.

Tourneau will be diminished for it's own greed and hubris.

[rkammer]

Originally Posted by Ben Screwed

It probably won't be long before the current CEO adds Tourneau to his long list of former employers; but not before he, and his upper management cohorts wreak havoc on the company and decimate the sales-force. Despite their grandiose vision "to improve the Tourneau customer experience" they have cut and slashed sales commissions in excess of 25%, imposed onerous unattainable goals, reduced bonuses to less than the equivalent of waitress tips, severely restricted discounting rendering positive negotiation a near impossibility. A well compensated, motivated sales force is the life blood of a company -- more so in high-end sales and particularly in vanity items such as high-end timepieces. High net-worth customers believe themselves special, and they expect to be treated accordingly. The idea of enhancing the customer experience is certainly a good one. But the customer experience will be a good one only if the customer has contact with a enthusiastic, motivated, seasoned, mature, well groomed, well trained, pleasant, persuasive, empathetic sales professional. Such people are entitled to be compensated commensurate with their sales talent. Admittedly such a combination of qualities is the exception, but Tourneau does in fact employ some exceptional people. The key to assuring the retention of quality sales professionals and to benefit from their continued commitment to the company is proper and just compensation. And in turn their personal success is key to the company's long term strength. Ironically, under the new short-sighted compensation plan marginal sales people have the least to lose, and it will be the quality sales people who will be heading for the doors. Given these truths I pause to wonder if anyone in Touneau upper management has any clue that there is no interaction more important than point-of-sale. Several years ago Home Depot was headed up by an ambitious militaristic CEO . He, like the current Tourneau CEO, embarked on a plan to make a name for himself at the expense of the sales-force. He terminated higher paid senior sales staff replacing them with new lower paid people and lower paid part-timers. The result was an inexperienced inept sales-force. The consequences were a stagnated stock price, a high employee turnover rate, and significant loss of market share to it's competitors. The CEO was shortly thereafter forced out. And it doesn't take a Harvard MBA to realize Tourneau is headed down the same road under current management. The new philosophy of work harder, make more for the company and less for ones-self is anathema.

Tourneau has broken the faith and betrayed some very loyal people. A company cannot steal from employees their livelihood and still expect their loyalty. There is an abundance of competition in the high-end watch business that will be too happy to avail themselves to your best sales talent and customers alike. New hires will come from Wal-Mart and Target. Tourneau's grand aspirations will in time collapse under the weight of an inept, low class, distrusting sales-force. The preferred job title "Sales Professional" will be reduced to a euphemism for mediocrity.

Tourneau will be diminished for it's own greed and hubris.

Sounds like your message may be coming from personal experience. If so, I'm sorry for your plight. Companies should wake up and smell the roses (the ones being prepared for their graves if they continue down the same path, I fear).

[mocheen]

I went to Tourneau a few years ago to purchase the 50th Anniversary Submariner and they were really rude to me. They also stated that it was only available for their top tiered clients who have spent $60K or more with them. They would not even let me see the watch.

I had a similar experience to yours at Shreve & Co. in San Francisco when I purchased my datejust. My wife really liked the Rhodium Roman face with the jubilee bracelet and they happened to have it in the case. She wanted to purchase it on the spot, but it was hard to flag down a salesperson in the empty store. Many were talking amongst themselves and one was even reading the paper. We finally flagged down a salesman and purchased the watch from him. The next day I went back to have an additional link removed, because the bracelet was too loose. The salesman asked to see my California license to make sure that I was indeed the owner of the watch. I was pretty insulted by this. At the time I was 28 and may have appeared to be 24, but my wife and I both enjoyed six figure incomes at at early age. That is still no excuse for the treatment that we received from them. They treated me the same way when I went back to buy a Panerai last year. I will never go back there again.

All of these high end stores are lacking in good customer service. I guess that will be the trend moving forward.

[DrewWatson]

This is precisely why I go into Tourneau to look. Then walk out and go to my local AD, or one of the fine sellers on any number of the forums to buy.

Our passion is simply their job. Rarely is it more or less. I don't expect a high degree of knowledge from these folks, but that's ok since I don't go there to learn. However, I do expect the bare minimum when it comes to courtesy and professionalism.

I've had my fair share of experiences with luxury market salespeople. Many of them share this same level of arrogance, too. Ironically, they're so poor at what they do, in all likelyhood they probably can't even afford to purchase what they're peddling. That's where you can have the last laugh.

But, there are also sincere, professional, nicely polished salespeople. They're successful, and I'm sure kept rather busy from repeat customers. To them, it's not just a job.

[Megalobyte]

I'm not the most handsome man in the world but villagers don't chase me with torches every night either.

Shrek, is that you???

I went to a Tourneau on Worth Ave in WBP, FL about 2 months ago. I dont dress to impress, I don't look homeless, but the only thing they would have seen to indicate I am a potential customer was the Pam I was wearing.

I have to say, they were just incredibly nice and helpful. Above and beyond. I don't like to pay retail so it's unlikely I'll buy there, but if I were going to pay list on a watch at an AD, I'd go there without hesitation. I'd think in a tough economy salespeople would be exceptionally helpful.

[Watch Professor]

I've had good experiences with both the Tourneau stores at the Walt Whitman Mall in Huntington, LI and the Roosevelt Field Mall also on Long Island. The NY City and Vegas stores on the other hand are rude, arrogant, and hostile. This illustrates why more watch brands are going the boutique route. Unfortunately, there also goes any discounts.

[VaDave]

......just makes me think we ought to appreciate The GMT Master even more!

Heck, he's nice to us - just think how nice he must be to normal people.

Everybody - buy The GMT Master a beer!