According to The New York Times, a quick glance at a man's watch and shoes has been a common and effective tool for sizing up potential customers at designer boutiques. Working heavily on commission, a sales clerk gains invaluable insight into which shoppers to chase and which to ignore.
Such practices have also tagged clerks at high-end stores with a reputation for snootiness and all-out rudeness. But the Times notes that virtually overnight, the brutal recession has changed those attitudes to a "level of customer service rivaling that of Disney."
MaxMara recently held employee seminars on enhancing the shopping experience "of anyone who walks through the front door," and the article claims other stores "are making more effort to greet and engage."
Putting the findings to a test, the Times reporter, Eric Wilson, went undercover. Donning an outfit described "if not poorly, then as plainly as possible in a sweatshirt, jeans and dog-walking shoes," Mr. Wilson visited a string of boutiques along Madison Ave. in New York City.
For the most part, luxury boutiques passed the test with flying colors.
The reporter was greeted by no less than 17 associates at the Ralph Lauren mansion. At a Chanel jewelry store, a clerk "gingerly" placed Mr. Wilson's $3.00 watch on a velvet tray as he tried on a $4,500 black ceramic J12 watch. At former Gucci designer's Tom Ford store, a man approached right away to offer still or sparkling water. Inquiring about a coat in size 8 for his mother, a MaxMara associate within five minutes brought out five styles that weren't on the selling floor. At John Lobb, a saleman got down on his knees to fit a pair of $1,100 loafers.
Only one store out of seven fit luxury's snooty stereotype. Upon walking into Gucci on Madison Ave., a greeter asked Mr. Wilson "in a sharp tone, 'What are you looking for?'"
Trying on a swimsuit upstairs, Mr. Wilson waited for five minutes for assistance. Finally, upon leaving, another salesman approached and asked, "You still here?"
Poll Question: Do you think the snooty reputation at high-end stores has toned down given the recession or has it always been widely overblown? If there is a longstanding snooty attitude in high-end selling, is it in any way justified?