Acting Like a Concierge

Greetings.  I was recently interviewed for an article on concierges that appears in today's edition of USA Today.  The article, written by Charisse Jones, talks about the role that the best concierges play in providing very personalized service to hotel guests–a role that is especially important today as the top hotels try to differentiate themselves and maintain their rates in our challenging economy.  This role is a bit different than the traditional idea of a concierge as someone who can track down an important package, recommend the best new restaurant, suggest fun things to do in town, and arrange for seats at the local symphony.

In turns out the real magic of a great concierge is their ability to listen and quickly understand what really matters to a guest.  Then to figure out the best way to meet their need.  And, in the process, to discover enough about the guest and their goals to help them in unlocking the full potential of their stay whether they are traveling for business or pleasure.  In essence to serve as a "trusted advisor" who is not only skilled in solving a wide range of problems but also connecting the customer to a world of possibilities.

I'd argue that these skills are essential in any business and that our ability to teach all of our people to think and act like a concierge is a simple and brilliant idea.  To get everyone to engage the customers they serve, to show them that we really care about their success, to listen actively and find out what really matters to them, and to deliver knowledge and value that helps them to get the most out of the products, services, and solutions we offer.  To leverage our collective understanding of their hopes, dreams, and bottom-line objectives in order to personalize their experience and take initiative on their behalf.  And to build a collaborative network within our organizations that allows every employee to quickly get the customer to the person best able to meet their ultimate needs.

We win in business when we see the world through the eyes of a great concierge and seek to unlock the real potential in those we serve.  It's a different twist on genius and innovation that just might be essential to your future success.

Cheers!

P.S.  Interested in learning more about the real magic of a world-class concierge and how to adapt it to your company or organization?  If so, you might enjoy the chapter on concierges in "Surrounded by Geniuses."