RE: Interesting business move19 Aug 2023 09:14
Apropos nothing but a small story and you can make of it what you will
I walked into the Regent St store yesterday to enquire about a 70k watch and was told there was no-one to speak to me by a young woman who was doing nothing except apparently trying to avoid speaking to me. Despite the fact she was sitting in front of a display full of watches ,she told me that she didn't have anything to show me and "anyway the wait lists were closed and minimum time I would wait was 5 years", which I know the to be complete rubbish in that I have been told by other retailers of a 6 month wait..
I was in an out in 2 minutes, there was no no attempt of data capture or cross sell into another brand or any form of sales interaction at all really. What caused me to write this post is that his is the second time I have experienced this attitude in a WOS store in London the space of a few months and I have been told of similar experiences by others. For comparison I also visited went two other non WOS boutiques on the same day and received excellent levels of service.
As an investor I suppose you can look on this in 2 ways but I do hold to he maxim that nothing lasts forever. A market cap of a retailer of this size, cannot be sustained with a business approach that involves p***ing off your customer base and in a downturn the shine may come off very quickly. I also wonder what a retailer who creates negative value adds to the mega brands who provide their living. Not much I think and I suspect they already know this!