Why might a client prefer to work with a designated sales associate?

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If you’re a fan of Hermès, you know that there is always something new to obsess over. Sure, we all love and crave the Birkin/Kelly/Constance bag trifecta, but there is inevitably something more: the elusive rodeo (preferably in the PM “petit modele” size); the scarf in that magical colorway; the perfect-for-three-seasons twillaine cardigan; the exotic Collier de Chien bracelet; and so on. There are pieces that require a certain amount of work to obtain, and there are pieces that just require a little luck and timing. The key to all of this – as with so many things in life – is your relationship, in this case with a Sales Associate (“SA”).

The SA relationship, though not mandatory, makes almost everything about dealing with Hermès easier. If you are looking for something, your SA can keep an eye out for it for you, can request a transfer from another boutique, or can suggest similar items that you may be interested in. They can put items on hold for you. In the US, they can electronically search item inventory to find something located at another boutique. If you have a really good relationship with a wonderful SA, very magical things may even be produced from the stockroom.

Of course, this relationship takes some time, luck and a bit of work. Most boutiques have many loyal clients already, so unless you meet an SA who is a new hire to the boutique, you will be one of many.

Starting A Relationship

So, then, how do you start? The best way is really to toss any preconceived notions you may have out the window. This is not to say that the dreaded Pretty-Woman-on-Rodeo-Drive moment never happens anywhere, but it’s incredibly rare nowadays, and with the power of communication via social media, any such behavior is guaranteed to hurt a business’ bottom line (and since everyone is wearing athleisure nowadays, who can tell what anyone can afford to spend, anyway?). Generally the worst you may encounter will be less like “Pretty Woman” and more like “Waiting For Godot”, especially when the boutique is busy.

Over the past 20 years or so the “old guard”-style stereotype of the Hermès Sales Associate has generally given way to a younger, hipper, more accessible generation, which makes it easier to start these relationships. Many SAs realize that the key to a successful career is also due to the relationships they build – a loyal clientele that sustains interest in the products (and can be enticed to spend their money across departments) is at least as beneficial for them as it is for their clients. Some SAs are very knowledgeable, and some are less so, but most truly appreciate discussing the products and both teaching and learning new things about the merchandise. This give-and-take of information between SA and client tends to strengthen the relationship.

Some clients do like and prefer that old guard style, and many of those SAs tend to be incredibly knowledgeable, having been with the company for many years. Although in the US many of the legacy Hermès SAs are generally quite warm and welcoming (despite the few, ahem, holdovers), there may be a bit more of this old guard type elsewhere around the world, so it’s best to just be prepared. No matter what type of SA you encounter, the best advice is, if you can manage it, to try to be confident and enthusiastic. Even the most “Frau Farbissina”-type SA cannot deny a customer who clearly loves the brand and the products.

You might not click with the first SA that you meet, and that’s really something you need to be honest with yourself about. Often that first SA was just the first one available to help you when you entered the boutique, so if you find you work well together, great; if not, especially early in the relationship, it is neither difficult nor unusual to find someone else to work with. You might feel awkward, but that really isn’t necessary (YOU are the customer!), and if you are honest and clear it can be easily done, either by you simply approaching and working with a different SA or by briefly discussing the matter with the Store Manager (SM) as simply as possible. This is key if you live in an area where there is only one boutique and you want to enjoy going for many years.

Once you have an SA you like, let them know the sorts of items (or colors, leathers, patterns, styles, etc.) you are interested in. Again, honesty is always the best policy – if and when there is time, you can look across the different departments you are interested in, to also give the SA a feel of what your style is. You don’t need to buy anything, and you can just tell the SA that you are interested in learning. Ask for the SA’s input, even if you don’t necessarily want or follow their suggestions; not only does it make the SA feel more personally invested in whatever your selection is, you can get a feel for how truthful they will be in giving their opinion, and also whether their tastes mesh well with yours. Additionally, the SA has likely seen many items on various clients and may have a feel for how well a given item has worked for others (this is particularly helpful when you are looking at the scarves and shawls) so they can offer useful and practical advice.

Other suggestions, to take or discard as you wish:

• As mentioned above, it’s completely fine to go to the boutique, spend time looking around, and not buy anything. Sometimes you have to go in and look and try things a few times before you settle on something that works for you. Browsing is fun!
• Especially if you are new, and if you really do want to have the time to work with an SA without feeling rushed, it’s always helpful to visit at quieter times when the SAs aren’t very distracted by many other waiting customers (hint: weekend afternoons and Mother’s Day are best avoided). Some SAs prefer that you make an appointment with them (this may depend on how busy a boutique usually is), so its always best to ask if that is preferred or needed.
• If you’re a brand new customer, don’t immediately ask for a Birkin. Most SAs are given this request many times every day, and it suggests that you’re not really interested in anything else, even if you are. It’s ok to let them know that you do want one, just perhaps not immediately. Of course, this advice does not apply if you are at the Paris flagship!
• If you have found a wonderful SA, it is expected that you will continue to shop with them when you are at that boutique; however, that does not mean that you could or should only shop at that one location. It’s fine to regularly work with different boutiques, considering that different stores place different orders and receive different inventory. If you feel a loyalty to one SA and find a desired item somewhere else, you can let your SA know and give them the opportunity to bring it in, but generally it’s really ok to buy what you find where you find it. If you prefer you can tell your SA about this, such as letting them know you will be traveling or that you occasionally shop elsewhere.
• If you desire to give your SA a gift, it is generally recommended that you bring something edible that can be enjoyed by all of the staff. That is the sort of thing that is really noticed and appreciated by everyone.
• It’s always good to stay in contact with your SA if you can’t visit often. Emails are usually the best way to keep in touch, especially if you want to send photos of items you are interested in. Do not be concerned if your SA does not get back to you immediately, but rest assured that they do receive and read the emails. If you don’t hear back you can always call the boutique to quickly touch base with your SA.

When it comes down to it, your SA is human, too, and your relationship with them is just as important to them as it is to you. While it can absolutely be intimidating and sometimes frustrating, just being honest and practical, and treating it like any other business-type relationship can make it very enjoyable and beneficial for everyone involved.

Homebuyers and sellers are often confused about real estate agents' roles in a sale or purchase. If you are buying or selling a house and working with a real estate agent, you may wonder who the agent represents, who they are loyal to, and whether there are any rules around agent relationships.

Many states require that agents give buyers and sellers an agency disclosure form to sign, which clears up these questions. The form used in California, for example, is not a contract between two parties but rather a disclosure from one to the other. It clarifies the many types of agency functions that may come up when buying or selling a home and specifies the rules agents must adhere to. All parties must read it so they know what to expect from each other; the form also allows them to select the type of agency relationship they prefer.

• "Dual agency" refers to an agent that works with both the buyer and seller of a home.
• Two agents can work for the same broker on the same transaction, causing a dual agency situation.
• Single agency refers to an agent or real estate broker that works with only one party in a real estate transaction.

All agents who represent clients under a single agency must treat their clients with a certain standard of care. This sounds pleasant, and it is, but it is a legal standard that dictates certain rules that come with the job.

For instance, all real estate agents owe a fiduciary responsibility to their clients. This means many things, but among the most crucial are that they have to act in the best interest of their client's finances, and they cannot share confidential information with the other party or the other party's agent. In addition, agents acting in a single agency must use care and due diligence to perform duties, disclose all material facts, and be honest.

The duty to disclose is a tricky thing in real estate. State laws govern what agents are required to tell their clients, so there might be some items that an agent does not disclose. "Material" facts set the standard. They are defined as those that are crucial in the choice of whether to buy or sell a home.

In some states, an agent must disclose issues with a building code or a pending lawsuit but may not need to reveal that a house was the scene of a crime.

Agents who work for people shopping for homes act in a single agency capacity as buyer's agents. Agents who work for people listing their homes to sell act in a single agency capacity as listing agents.

Buyer's agents and the buyer will often sign a buyer's broker agreement, which lays out the duties and obligations of the agent. In some states, if buyers do not sign this form with the agent, that agent does not represent the buyer. Instead, they become a sub-agent of the seller.

Sub-agents owe the same duties to the seller as the listing agent. The seller's agent and the seller sign a listing agreement, which also lays out the duties and obligations of the agent. Listing agents and buyer's agents each owe their clients loyalty, confidentiality, and accountability.

Many agents work all angles: as a buyer's agent with buyers and as a seller's agent with sellers. Some agents work as exclusive buyer's agents and never take a listing. Other agents work exclusively with sellers and never show a home.

If you are looking to buy or sell a house, you may prefer to deal with these types of agents over general agents because they can provide a more focused point of view. You may also have a clearer notion of what to expect in terms of duties of care.

Duty of care is the agent's legal responsibility to inform their client and act in their best interests.

All real estate agents are licensed under a real estate broker. If you're buying, you may end up working with an agent who is licensed by the same broker as the listing agent. If you're selling, the buyer might work with an agent who works for the broker your agent works for.

When this happens, it creates a dual agency. The agents could work at two offices across town and not know each other, but they are still working under dual agency, since they have a license from the same broker. Simply put, one agent represents the buyer, and the other represents the seller.

At first, an agent may have created a single agency relationship with the buyer, but when the buyer chooses a home listed by that agent's broker, the agent's relationship with the buyer changes. This can be complex when loyalty is in play, because as your buyer's agent, their duty is to help you find a home, and they want to help you get the best price.

But when the house is listed with their broker, they make more money on a higher sell. This can create a conflict of interest on the agent's part; you can see why it is crucial to find an agent you trust.

If you have a single agent helping you buy a house, and you find a home listed with that agent's broker, your agent may end up working both sides. Not all single agents note the distinction.

You should always ask about dual agency when hiring an agent, to find out their policy and whether you're required to stay with them if the situation develops.

Laws vary from state to state, but for the most part, both parties must agree to dual agency in writing. In California, for example, standard exclusive buyer's broker agreements contain terms that allow dual agency, so most buyers don't realize that their agent and broker are working in dual agency.

If you want to be certain that your agent is yours and yours alone, ask for exclusivity. The only agents who will never work in a dual agency are exclusive buyer's agents and listing agents whose practice consists only of listings.

A listing agent for a house who also represents the buyer is a dual agent. Dual agents cannot act in a fiduciary relationship with either party and must treat both sellers and buyers equally. They cannot share confidential information or provide confidential advice.

The dual agent cannot advise on home price or terms, or negotiate on anyone's behalf. Therefore, they cannot try to obtain the highest price for the seller or the lowest price for the buyer.

Dual agents have a fiduciary responsibility to both the buyer and seller, so they must be careful how they conduct the transaction.

Some buyers prefer to work only with listing agents because they know that the agent gets two commissions—one as a listing agent and one as a buyer's agent. They feel that the listing agent is motivated when a buyer makes a purchase offer to get that offer accepted. They might also ask the dual agent to negotiate the real estate commission to increase the seller's profit on a lowball offer.

To avoid dual agency, some agents work as transaction agents. Transaction agents do not represent either party and do not protect their interests; they facilitate the transaction between them and ensure the process runs smoothly.

A transaction agent helps fulfill the terms of the purchase contract and provides the paperwork needed for each side. Having an agent of this type can help all parties avoid any conflicts or issues around loyalty that may arise when working in a dual-agent setup.