I spent about a decade in luxury retail, working at 3 different luxury stores: Roberto Cavalli, Escada, and Bottega Veneta. Prior to that I had only worked at Express and the Gap.

You’re definitely not “trained” (from a corporate level) to treat customers differently based on what you perceive might be a lack of funds. In fact, you’re encouraged to be INCREDIBLY egalitarian to everyone because you really don’t ever know what kind of spending power a person has based on what they look like. In Pretty Woman, Julia Roberts is discouraged from trying on a dress because the sales associate assumes she can’t afford it. The associate doesn’t actually say that, though, she just remarks on the cost and the implication is made. Any associate who behaved this way wouldn’t be in sales long. You just lose out on too many sales with that kind of attitude.

Now, if we know a customer is rich, we will definitely be more deferential; and that is encouraged. If someone walks into my store with a crocodile Birkin (~$60,000), then I know they have spending power. I’ll be more likely to show them pricier items because I know they can afford it and will probably appreciate it. Does it always work? No, but it’s good place to start.

If someone comes in and they aren’t wearing anything that looks luxury, I’ll assume they’re an “aspirational” shopper. Someone who appreciates the brand, can probably afford it if they save up, and really just needs a good in-store experience to solidify the purchase. I’d start with trying to discover if they’re familiar with the brand, and if not, take them through some key brand differentiators. I’d likely do this with a very balanced approach. Something like, “Let’s try this and see how you feel but I’m not being pushy and I’m definitely not treating you like you can’t buy”.

Maybe they buy. Maybe they don’t— but their opinion of the brand is in my hands. If I treat them poorly, it will only make them less likely to come back and spend later.

I’ve had soooo many experiences where I would help someone who I didn’t think would buy and then they end up dropping 10–15k. It’s just not worth the risk to treat someone poorly.

Most luxury stores have an “up system”. This means that if there are 4 associates on the floor, they have to take customers on in turns. If you walk in and you look poor, I can’t skip helping you. I have to do my best to have a good interaction with you, because I won’t have another turn for 3–4 more customers. If you’re there anyway, and I have to help you, what’s the point of being rude? It’ll just shoot me in the foot.

There have been a few times when I have been rude to a customer. It was always because they were rude first. At that point, you’re on your own. I won’t be getting you anything or helping you beyond the very bare minimum. I will not be treated like trash.

I’ve also had customers get upset because they thought I was treating them poorly. For instance, I had a customer storm out because I offered to show her a bag “in some other colors”. She heard “some mother colors”.

I’ve also had people leave in a huff because I won’t let them try on a dress that is categorically too small for them. With luxury brands, the stock is extremely limited. I’ve worked with dresses where there are literally 2 in the entire country (a size 38 and a size 40). I’m not going to let a size 42 person rip the zipper out of a $10,000 dress because she wants to try it on “for fun”.

Inevitably, they accuse me insinuating they’re fat or poor. Neither is the case. Part of my job as an associate is to protect the merchandise. If you rip that dress, it’s means the store just lost 10k, and I won’t be able to sell it to someone else.

The moral is: most luxury stores have competent sales associates who will treat you well— It’s in their best interest to do so. If you get bad service it’s because

1) That individual person is awful, and they haven’t been fired yet

2) You’re a dick and you don’t know it.