Not just clients, but suppliers too—and building long term relationship with them. Yes, it definitely happens. Recently I was invited by a very regular guest to join him and his family in Sweden. We are both keen cyclists, and we competed in the famous kilometer midnight ride around Sweden's largest lake.
Having a bespoke doggy coat made by a Savile Row tailor. Gift wrapping a Mercedes-Benz sports car for a birthday present. And arranging for a client to see a Vermeer painting in a private collection.
They hear what their guest or client is saying between the lines. Looking for dinner reservations? Your Concierge will be listening for verbal cues to help determine their personal style and tastes. If you want to go on a tour, they should be finding out if you have any physical restrictions, young children, elderly, even health conditions. A great Concierge does their homework. A true, professional Concierge is first and foremost a representation of themselves and their work.
Of course, they are as well for their employer and company; however, they understand that how they present themselves reflects directly onto the company they represent. A few years ago, the cover story of Worth magazine introduced concierge medicine—the latest trend in personalized service in the medical industry. Apple computer, for example, held a focus group to discover ways to set their new retail stores apart from their competition. But of course! The concierge desk at a hotel has no other agenda, but to help.
Concierges—the excellent ones—are geniuses, magicians in the art of hospitality. They have a spirit that separates not only concierges from other professionals, but also the good concierges from the great concierges. I have identified five qualities that the greatest concierges seem to posses.
They represent a few of the many ways in which concierges practice their craft and elevate it to the level of art.
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