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Not an excuse
I run a few consumer brands with tons of CS volume. We hold our reps and managers accountable using basic KPIs like time to response. I would fire them all if we weren't replying to customers within target. Most of our brands target ~2 hour response times.
IMO it's just objectively lazy management.
The curious customuer service of the AP Paris boutique
Hi all, I wanted to add my name on the list for a new RO model. I live in France, quite far from Paris. I have sent, in the last month, 3 e-mails + one post-mail to the Paris boutique asking for a rendezvous. No answer. Not a single word. I emphasized tha...
I wouldn’t count on it changing
until basketball players and rap stars stop buying them by the bundle..
And....
let's not forget our highly skilled and highly fortunate Middle Eastern neighbors who have made trillions in the oil and gas trade, and 'don't bat an eye' when paying six and seven figure sums of money for a piece of horological art ........
Some personal experience and considerations...
I know it seems frustrating for many people not to get a response on email. Despite my own experiences, I've also tried to setup appointments at AP boutiques around the world using email but with limited success, until recently, I learned that most boutiq...
Not an excuse
I run a few consumer brands with tons of CS volume. We hold our reps and managers accountable using basic KPIs like time to response. I would fire them all if we weren't replying to customers within target. Most of our brands target ~2 hour response times...
So management should staff up or change the system - it's not rocket science
My point is that their management team is not entirely competent.
Agree, if MB&F / M.A.D. can respond to the 25kish people applying for a $3k watch, AP can figure out how to respond to every inquiry for $30k watches
The next generation of watch buyers is not going to put up with this kind of BS. It could mean employing AI chatbots but AP is losing the next generation of watch buyers right now. I was all for their boutique only model but under the assumption that CS c...
Agree to disagree here.
Luxury and consumer brand CS are entirely different, what you mentioned above has almost no relation to how a luxury brand should be managed. Most luxury brands are doing fine with customer growth & retention, there is simply too much money in the world. ...
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That’s not really correlated though. They are burning a ton of good will. We do look at luxury brands on a regular basis btw (PE firm). You should absolutely always be running based on #s lol
The good ole days...
And JCB was the pinnacle! Favorite remains his doling out of extended warranties on TZ. Suckered me to get a Blancpain and a Hublot! Why can't all CEOs be like him? Cheers Peter
Regarding JCB 100% agree
He is awesome and in terms of being a watch brand CEO he was miles above everyone else
One of my favorite entrepreneurs
He has had an epic run at the brands he has run. I am excited to see what he launches!!!
No one cared about the watch then
It’s a different time now. Would you have one watch in 1 million people who want it it’s impossible to call back.
It’s in the numbers OBVIOUSLY
When you have pieces that sell at retail for only $ that can immediately be flipped to any secondary dealer for street market value for $$$$$$$$$$$ and get a payout IMMEDIATELY- The entity selling it for only $ gets insanely inundated with calls, emails, ...
My take: vote with your wallet 💸
I also had the pleasure to buy some very nice AP pieces including the Orange Offshore Diver, 39mm Skeleton etc. and I actually did go to the boutique recently to change a strap. The service was very good and they did let me see some watches. This said, I ...
I personally no longer have any interest in AP …
Or for that matter any other brand that doesn’t respect customers.
Remember this moment if and when the tide changes.
Go with the manufacturers that appreciate your business. They’re plenty of them. Watches are not necessities we shouldn’t have to beg to get them. I wrote off AP a long time ago for acting like this.
My personal experience
My personal experience has always been really good and I really like everyone I’ve met there! I think it’s about going in knowing they’re sold out, being patient snd asking lots of questions. Sorry to hear about yours experience. It is very hard to get a ...