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It probably won't be long before the current CEO James Seuss adds Tourneau to his long list of former employers; but not before he, and his upper management cohorts wreak havoc on the company and decimate the sales-force. Despite their grandiose vision "to improve the Tourneau customer experience" they have cut and slashed sales commissions in excess of 25%, imposed onerous unattainable goals, reduced bonuses to less than the equivalent of waitress tips, severely restricted discounting rendering positive negotiation a near impossibility.Tourneau has caused great harm to their sales-force, and they know it. Like the silent rape they have the audacity to want it kept quiet too. They have picked our pocket, confiscated our living, and taken from our families. And they have done it with a vindictive disregard for the people who make their money for them. A well compensated, motivated sales force is the life blood of a company -- more so in high-end sales and particularly in vanity items such as high-end timepieces. High net-worth customers believe themselves special, and they expect to be treated accordingly. The idea of enhancing the customer experience is certainly a good one. But the customer experience will be a good one only if the customer has contact with a enthusiastic, motivated, seasoned, mature, well groomed, well trained, pleasant, persuasive, empathetic sales professional. Such people are entitled to be compensated commensurate with their sales talent. Admittedly such a combination of qualities is the exception, but Tourneau does in fact employ some exceptional people. The key to assuring the retention of quality sales professionals and to benefit from their continued commitment to the company is proper and just compensation. And in turn their personal success is key to the company's long term strength. Ironically, under the new short-sighted compensation plan marginal sales people have the least to lose, and it will be the quality sales people who will be heading for the doors. Given these truths I pause to wonder if anyone in Touneau upper management has any clue that there is no interaction more important than point-of-sale. Several years ago Home Depot was headed up by an ambitious militaristic CEO. He, like the current Tourneau CEO, embarked on a plan to make a name for himself at the expense of the sales-force. He terminated higher paid senior sales staff replacing them with new lower paid people and lower paid part-timers. The result was an inexperienced inept sales-force. The consequences were a stagnated stock price, a high employee turnover rate, and significant loss of market share to it's competitors. The CEO was shortly thereafter forced out. And it doesn't take a Harvard MBA to realize Tourneau is headed down the same road under current management. The new philosophy of work harder, make more for the company and less for ones-self is anathema.

Tourneau has broken the faith and betrayed some very loyal people. A company cannot steal from employees their livelihood and still expect their loyalty. There is an abundance of competition in the high-end watch business that will be too happy to avail themselves to your best sales talent and customers alike. New hires will come from Wal-Mart and Target. Tourneau's grand aspirations will in time collapse under the weight of an inept, low class, distrusting sales-force. The preferred job title "Sales Professional" will be reduced to a euphemism for mediocrity.

Tourneau will be diminished for it's own greed and hubris.

It probably won't be long before the current CEO James Seuss adds Tourneau to his long list of former employers; but not before he, and his upper management cohorts wreak havoc on the company and decimate the sales-force. Despite their grandiose vision "to improve the Tourneau customer experience" they have cut and slashed sales commissions in excess of 25%, imposed onerous unattainable goals, reduced bonuses to less than the equivalent of waitress tips, severely restricted discounting rendering positive negotiation a near impossibility.Tourneau has caused great harm to their sales-force, and they know it. Like the silent rape they have the audacity to want it kept quiet too. They have picked our pocket, confiscated our living, and taken from our families. And they have done it with a vindictive disregard for the people who make their money for them. A well compensated, motivated sales force is the life blood of a company -- more so in high-end sales and particularly in vanity items such as high-end timepieces. High net-worth customers believe themselves special, and they expect to be treated accordingly. The idea of enhancing the customer experience is certainly a good one. But the customer experience will be a good one only if the customer has contact with a enthusiastic, motivated, seasoned, mature, well groomed, well trained, pleasant, persuasive, empathetic sales professional. Such people are entitled to be compensated commensurate with their sales talent. Admittedly such a combination of qualities is the exception, but Tourneau does in fact employ some exceptional people. The key to assuring the retention of quality sales professionals and to benefit from their continued commitment to the company is proper and just compensation. And in turn their personal success is key to the company's long term strength. Ironically, under the new short-sighted compensation plan marginal sales people have the least to lose, and it will be the quality sales people who will be heading for the doors. Given these truths I pause to wonder if anyone in Touneau upper management has any clue that there is no interaction more important than point-of-sale. Several years ago Home Depot was headed up by an ambitious militaristic CEO. He, like the current Tourneau CEO, embarked on a plan to make a name for himself at the expense of the sales-force. He terminated higher paid senior sales staff replacing them with new lower paid people and lower paid part-timers. The result was an inexperienced inept sales-force. The consequences were a stagnated stock price, a high employee turnover rate, and significant loss of market share to it's competitors. The CEO was shortly thereafter forced out. And it doesn't take a Harvard MBA to realize Tourneau is headed down the same road under current management. The new philosophy of work harder, make more for the company and less for ones-self is anathema. Tourneau has broken the faith and betrayed some very loyal people. A company cannot steal from employees their livelihood and still expect their loyalty. There is an abundance of competition in the high-end watch business that will be too happy to avail themselves to your best sales talent and customers alike. New hires will come from Wal-Mart and Target. Tourneau's grand aspirations will in time collapse under the weight of an inept, low class, distrusting sales-force. The preferred job title "Sales Professional" will be reduced to a euphemism for mediocrity. Tourneau will be diminished for it's own greed and hubris.

Wow, great article, this could so pertain to many many retailers!
I enjoyed the Vegas location, but the young man that served(?) me was not very engaging, until I told him I owned already the brand I was browsing. And two show cases later I turned to chat again, and he was no where to be seen, AT ALL, anywhere!
But he for himself was ok.
Not to be said for the lady staffer about 20 yards away, she ignored me completely.

And to agree totally, the ceo's never know what happens in retail, and never have the guts to make sweeping changes.

Cheers to you all , eh!

Wow, great article, this could so pertain to many many retailers! I enjoyed the Vegas location, but the young man that served(?) me was not very engaging, until I told him I owned already the brand I was browsing. And two show cases later I turned to chat again, and he was no where to be seen, AT ALL, anywhere! But he for himself was ok. Not to be said for the lady staffer about 20 yards away, she ignored me completely. And to agree totally, the ceo's never know what happens in retail, and never have the guts to make sweeping changes. Cheers to you all , eh!

I appreciated your article, as I am shopping around for watches at the current time. I did not however have that type of experience at Tourneau. The staff that assisted me on the three occasions I have visited the store were very helpful, and I am currently in negotiations with them and other watch retailers for a Breitling watch. This particular store I have visited is in Boston Massachusetts, and I am glad that they don't have the problems you explained at the location you visited. Thank you again for the article, good reading.

I appreciated your article, as I am shopping around for watches at the current time. I did not however have that type of experience at Tourneau. The staff that assisted me on the three occasions I have visited the store were very helpful, and I am currently in negotiations with them and other watch retailers for a Breitling watch. This particular store I have visited is in Boston Massachusetts, and I am glad that they don't have the problems you explained at the location you visited. Thank you again for the article, good reading.

Excellent article! I very much enjoyed the Dr. Seuss analogy. Having a service background myself, I agree that service is where Tourneau can improve. Providing an intimate lounge area during minor service repairs much like an upscale car dealership or even a Tiffany's creates a built in marketing tool where customers can catch up/read the latest watch news and subconsciously remind their customers that “time is on their side.” Their clients will no longer dread service repairs, they’ll return, relax and possibly shop for new toys.

Excellent article! I very much enjoyed the Dr. Seuss analogy. Having a service background myself, I agree that service is where Tourneau can improve. Providing an intimate lounge area during minor service repairs much like an upscale car dealership or even a Tiffany's creates a built in marketing tool where customers can catch up/read the latest watch news and subconsciously remind their customers that “time is on their side.” Their clients will no longer dread service repairs, they’ll return, relax and possibly shop for new toys.

An old axiom is "Price, Selection, Service. Pick two." Which two should/does Tourneau deliver?

What big advantage does a retail location have over non-in-person shopping? YOU ARE THERE. Where else can you see all these watches together, and compare and try them on? So, Selection needs to be #1.
Of the other two, a retail store like Tourneau should pick Service. By service I mean salesmen and after purchase service. Many people who buy expensive items will pay money for service. They may also expect service. A Lexus showroom is much nicer than a Toyota showroom, even though they're the same company. I went to Tourneau Las Vegas last year and was surprised how sterile it was and how few chairs there were. It's laid out more like an art gallery than an inviting home.

I have to wonder for whom a retail store is designed for? Impulse purchases? That has to be s reason to put one in Vegas or at a ski resort. Where else are a lot of people with money in a place for a short time? Put locations near the homes of targeted customers and the focus shifts. These stores need to focus on the after sales service as their customers may come back. These stores may expect to see a customer multiple times before they buy. These stores need repeat customers.

When you're dealing with expensive product, is price king? How many people will research and choose a watch at Tourneau and then buy it on the Internet or somewhere else it's less expensive? The main disadvantages of the Internet is you can't try it on or even see it in person. Retail needs to take advantage of that. Tourneau especially needs to take advantage of their many stores to be able to transfer a watch quickly to a location with an interested customer. In fact, they should transfer inventory often to keep store inventory fresh for regular customers.

An old axiom is "Price, Selection, Service. Pick two." Which two should/does Tourneau deliver? What big advantage does a retail location have over non-in-person shopping? YOU ARE THERE. Where else can you see all these watches together, and compare and try them on? So, Selection needs to be #1. Of the other two, a retail store like Tourneau should pick Service. By service I mean salesmen and after purchase service. Many people who buy expensive items will pay money for service. They may also expect service. A Lexus showroom is much nicer than a Toyota showroom, even though they're the same company. I went to Tourneau Las Vegas last year and was surprised how sterile it was and how few chairs there were. It's laid out more like an art gallery than an inviting home. I have to wonder for whom a retail store is designed for? Impulse purchases? That has to be s reason to put one in Vegas or at a ski resort. Where else are a lot of people with money in a place for a short time? Put locations near the homes of targeted customers and the focus shifts. These stores need to focus on the after sales service as their customers may come back. These stores may expect to see a customer multiple times before they buy. These stores need repeat customers. When you're dealing with expensive product, is price king? How many people will research and choose a watch at Tourneau and then buy it on the Internet or somewhere else it's less expensive? The main disadvantages of the Internet is you can't try it on or even see it in person. Retail needs to take advantage of that. Tourneau especially needs to take advantage of their many stores to be able to transfer a watch quickly to a location with an interested customer. In fact, they should transfer inventory often to keep store inventory fresh for regular customers.

You are absolutely right about Tourneau. The SF location is one block away from my work and I've experienced the snobbish approach. It doesn't work w/ me. Check out this store's pathetic Yelp rating (2 of 5 stars).
http://www.yelp.com/biz/tourneau-san-francisco

You are absolutely right about Tourneau. The SF location is one block away from my work and I've experienced the snobbish approach. It doesn't work w/ me. Check out this store's pathetic Yelp rating (2 of 5 stars). http://www.yelp.com/biz/tourneau-san-francisco

I suspect that he will not either see all the issues that you have pointed out that we know full well they have. That or he will not be able to make the radical changes they need to make.

After all there others he will have to answer to. Plus you can bet that this would require quite a change in management from him all the way down to the lowest levels.

I would say the chances of all these needed changes taking place is quite slim.

I suspect that he will not either see all the issues that you have pointed out that we know full well they have. That or he will not be able to make the radical changes they need to make. After all there others he will have to answer to. Plus you can bet that this would require quite a change in management from him all the way down to the lowest levels. I would say the chances of all these needed changes taking place is quite slim.

This article was excellent and spot on about Tourneau. I've had similar experiences and agree with all the recommendations for reform!

This seems like a bit of a swipe at Tourneau. First you lay into them pretty good, then say, well, its not everyone there. Thats a backhanded compliment of sorts. I havent had any really bad experiences there, but I guess I can see how some might be turned off of the approach. I would be too, in the "feeding frenzy" sense. I did witness one truly stellar experience there when shopping with a buddy though.
I dont know if I agree with the approach that they should have sales people focus only on 3-5 brands. In theory, I get it, but with a commissioned approach which will not likely ever go away, people with desirable brands like Rolex and Panerai would probably have the edge over those with knowledge of other brands that might not sell as well.
Anyway, I do hope they improve, I think the comparison is apt compared to a Mom and Pop, more personal operation, or one like Westime in Beverly Hills.

This seems like a bit of a swipe at Tourneau. First you lay into them pretty good, then say, well, its not everyone there. Thats a backhanded compliment of sorts. I havent had any really bad experiences there, but I guess I can see how some might be turned off of the approach. I would be too, in the "feeding frenzy" sense. I did witness one truly stellar experience there when shopping with a buddy though. I dont know if I agree with the approach that they should have sales people focus only on 3-5 brands. In theory, I get it, but with a commissioned approach which will not likely ever go away, people with desirable brands like Rolex and Panerai would probably have the edge over those with knowledge of other brands that might not sell as well. Anyway, I do hope they improve, I think the comparison is apt compared to a Mom and Pop, more personal operation, or one like Westime in Beverly Hills.

Very interesting article. I've had similar experiences at Tourneau, and I think it's the wrong approach. I've seen the "snob" sales tactic in a number of high end shops, and it rarely works; the people who rely on the snobby, elite attitude are often the people who have the least interest, and the least knowledge, about their product.

I find a better attitude is the salesperson who is genuinely excited about the product. That gets me buying every time. The guy who wants to show you something else that's similar to what you went in for, because they think it's neat or you'd be amazed by it. The guy who appears to be indifferent about the sale - he just wants to show you all his cool stuff. But to be that sales person, you really need to know a lot about your product. And you really need to be passionate about the particular product you are selling.

Of course, that sales person usually wins also because, in learning about the product, they also learn what a fair price is for that product. They know what their competitors are charging, and they work out a deal that's good for both you and them.

Very interesting article. I've had similar experiences at Tourneau, and I think it's the wrong approach. I've seen the "snob" sales tactic in a number of high end shops, and it rarely works; the people who rely on the snobby, elite attitude are often the people who have the least interest, and the least knowledge, about their product. I find a better attitude is the salesperson who is genuinely excited about the product. That gets me buying every time. The guy who wants to show you something else that's similar to what you went in for, because they think it's neat or you'd be amazed by it. The guy who appears to be indifferent about the sale - he just wants to show you all his cool stuff. But to be that sales person, you really need to know a lot about your product. And you really need to be passionate about the particular product you are selling. Of course, that sales person usually wins also because, in learning about the product, they also learn what a fair price is for that product. They know what their competitors are charging, and they work out a deal that's good for both you and them.

"[...] reveal anything but and instant desire to buy, and be met with an attitude of the likes you'll prefer to swing a fist at."

I often wonder if this true for any watch retailer and/or jeweler as well. When visiting other cities, I regularly pass by high-end watch stores, and have a desire to go in, knowing in advance that I won't buy anything there. Is it ok to go in anyway? And is it acceptable to even try on watches, knowing that you won't buy one?

I'm inclined to say it is; after all, the store is partly a retail store for brands, and they would want you to try their watches on; I'm just not sure the store owner agrees with that.

"[...] reveal anything but and instant desire to buy, and be met with an attitude of the likes you'll prefer to swing a fist at." I often wonder if this true for any watch retailer and/or jeweler as well. When visiting other cities, I regularly pass by high-end watch stores, and have a desire to go in, knowing in advance that I won't buy anything there. Is it ok to go in anyway? And is it acceptable to even try on watches, knowing that you won't buy one? I'm inclined to say it is; after all, the store is partly a retail store for brands, and they would want you to try their watches on; I'm just not sure the store owner agrees with that.