
From the Wall Street Journal
Angel Yimsiriwattana still remembers feeling intimidated when she walked into a Chanel boutique in New York two years ago. When she approached a salesman, he "was snooty and reserved," she says, and barely spoke to her. Clad in a casual sweater and jeans, she figured the sales staff sized her up as someone unlikely to buy. Even though she spent $7,000 that day, she still felt unwelcome.
The atmosphere is a lot different at the Chanel boutique in Soho these days. On a recent visit to the same store, the 27-year-old says she was treated like a princess. "As soon as I walked in, [the sales associates] were smiling and said 'how are you?,"' she says. "Everyone circled around me like little fish. They were extra nice and helpful." Even though she didn't buy anything, the sales staff cheerfully wished her "a nice day" as she walked out of the store.
Back when I was a young matron some 20 something years ago and a big fan of Chanel I had my own little encounter with snootiness. There was a particular suit and accessories (for about $10k...back in the day that was real money) that I wanted to buy so my husband and I stopped into the boutique in Paris after a business trip to Zurich. He and I were totally ignored by the stuck up shop girls and naturally he got pissed off, walked me out of the store and said never put up with that attitude. We promptly went shopping at the Ungaro and Dior boutiques where the sales girls were a little more solicitous. Later he wrote a scathing letter to the store from our suite at the Lancaster and I never again bought another thing from a Chanel store....ever.
According to this article that kind of snootiness is a thing of the past
As the luxury goods industry suffers a massive slump in sales - many sales clerks at designer stores who were famously haughty and patronizing suddenly have changed their styles. In the boom times, the aloof service was part of the exclusive aura cultivated by some brands, sending a message that only the coolest or richest customers were worthy of a purchase. Now, "that arrogant and snobby attitude of feeling people should be grateful to buy at their temple is a dinosaur mentality that is going extinct," says Milton Pedraza, chief executive of the Luxury Institute, a consumer-research firm. "Now those brands have to be grateful for a customer."
We can only hope so.
Have you ever had an encounter with snobby service that was so bad that you walked out of a store and refused to buy that brand?