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Concierge Resource is enhancing the personal services industry.
Through coaching, consulting and our proprietary technology we rapidly increase the pace of your success.

 
     
 
Concierge Resource's Coaching and Training programs are the logical choice for anyone wanting to implement and operate a world-class hospital or corporate concierge program. If you are a hospital or corporation or an individual wanting to set up and run a best practices concierge program, with the training, tools and technology to do it right - the first time, Concierge Resource is for you.

CONCIERGE BASIC TRAINING:
40 hours of hands-on classroom and on location training in Denver, Colorado.
Some areas of instruction include:

  1. Welcome to Concierge Resource
  2. What is a Concierge?
  3. What makes us different?
  4. Service Excellence Agreement
  5. Going the extra mile
    • Getting the details and asking the questions
    • Commitment coupled with creativity
    • Birthday Program
    • Oui (WE) Power
    • Concierge personality
    • Characteristics
    • Attitude
    • Ethics
    • Challenges and solving problems
  6. Rules of the Game
    • Procedures & Rules for concierge and office
  7. The Money Game
    • Purchases, sales, cash tracking and receiving customer payment
  8. The Game Plan
    • Request fulfillment & Errand procedures
    • Knowing when and how to say “NO” to a request
    • Handling problem customers
  9. Management training
    • Managing your customers, location, employees and yourself
  10. Employee Commitment Agreement.

CONCIERGE BOOTCAMP

  1. Phase 2: Concierge Boot Camp

    Documents and detailed systems training on how to implement and manage your Concierge Programs.
    Some areas of instruction include:

    1. Sample legal contracts (Your attorney will still need to review these for you and your State).
      1. Customer
      2. Employee
      3. Service provider
    2. Sample Chart of Accounts
    3. Advanced Policies and Procedures Training
      1. Operations Manual Review and Training
      2. Running your Operation
      3. Installation, set-up and training on eCRM for your company
      4. Detailed day to day management of your office, processing requests and the eCRM system
        Introduction to Concierge Resource
        1. Philosophy of Care – Why We are Here
        2. Tranquility Zones and Centers of Sanity
        3. Service Excellence Agreement  ©
      1. What Makes Us Different
        1. Going The Extra Mile
        2. Commitment Coupled With Creativity
        3. What Is A Concierge
        4. Birthday Program
        5. Oui (We) Power!
        6. Thank You Program
        7. Feedback Cards
      1. Concierge Behavior and Personality
        1. Characteristics and Comportment
        2. Attitude
        3. 7 Keys To A Positive Attitude
        4. Responsibility
        5. Ethics
        6. Attire
      1. Challenges and Solving Problems
        1. Knowing your Limits and Working Together
        2. Payment Info: How does the customer want to pay?
        3. Comportment - Handling yourself in a busy office
        4. Knowing when and how to say “NO” to a customer
        5. Handling Problem Customers
        6. Problem Solving on the Go
      1. Procedures and Rules For Concierge Personnel and Concierge Office
        1. Computer Usage
        2. Concierge Office Appearance and Upkeep - Sensory Impact
        3. Food and Beverage
        4. Telephone Procedures
        5. MCUs – Measurable Concierge Units
        6. Opening and Closing Check Lists
        7. Registration and Indemnity Forms
      1. Revenue Generating Opportunities
      2. Processes for Purchases, Sales, Receiving Customer Payments & Cash Tracking
      3. Vendor Screening Process and Requirements
      4. Specific Request Types & Errand Procedures
        1. Automotive and Vehicle Service Guidelines
        2. Oil Changes
        3. Dealerships
        4. Car Washes/Detailing
        5. Emissions Testing
        6. Glass Repair/Replacement
        7. Tire Services
        8. Mailing/Shipping
        9. Dry Cleaning
        10. Grocery Shopping
        11. Personal Shopping
        12. Flowers
        13. Cake/Specialty Item & Lunch Purchasing
        14. Research
        15. Pick-Ups and Deliveries
        16. Film Services
        17. Travel Research
        18. Wait For’s
        19. Appointments/Reservations
      1. eCRM3 - Technology Training
      2. Report Generation
        1. Tracking by Hours Report
        2. Type of Request Report
        3. Who is Using Us Report
        4. Annual Comparison Chart
    1. On-going support and management consulting.  Includes:
      1. Twice monthly calls & on-line support
      2. Monthly operations review
      3. Other Topics may include

    HR issues                                                 Philosophy of Care

    Customer Delight                                 Employee productivity

    Marketing within your customer     Special offerings

    Retention                                               Turnover

    Recruitment                                          What we have learned

    Phase 3 – Presales Consulting - 10 hours
    An overview of what clients want (hospitals, corporate, residential), how to gather and understand how they operate to enhance your chances of closing the deal.

 

 
 
 
     
     
     
REFERENCE LETTERS and TESTIMONIALS  
     
 

We initially contacted Todd to get some tips in regard to providing concierge services for hospitals.  After one conversation, we found out that we did not even know what we didn’t know.  Todd has assisted us with everything from determining what area of focus we are going to hone in on, understanding the psychology of how major corporations make decisions, preparing sales presentations to meet clients’ needs, to planning for the future growth of our business.  The information that we have gained has far exceeded our expectations.  After each consultation, we are amazed by the amount of information that Todd has taught and provided us within an hour session and the confidence that we have gained through these sessions. 

Deciding to hire a consultant was a tough decision for us, as we have very limited funds as a start-up company.  However, it is the best decision that we have made to date.  To say that the values of our consultations are worth the fee is a gross understatement.  Our consultations far exceed anything that we could have ever expected.  Todd makes us think. He provides real situations as examples, and we learn from them.  He is attentive to our needs. He sees where we are at with our business and where we want to be, and he is helping us get there.  Todd is genuine, and he wants us to succeed. We are honored to have him as a teacher, mentor, and friend. Jennell Carter, Trusted Concierge Portland, Maine

Thank you very much for taking the time to meet (on the phone) with me last night. I
greatly appreciate your knowledge and support. I am aware how much I
don't know but even more important, I am amazed by the amount of knowledge
that you willingly share with me/us. Jennell Carter, Trusted Concierge Portland, Maine

Todd Wheeler has provided me with tremendous insight and machination in how a corporate concierge can proceed in securing corporate accounts. Todd has given me a list of relevant questions and analogies to parlay into my meetings and presentations with prospects. This information has allowed me to identify low hanging fruit vs. high hanging fruit as well as understand the infrastructure of hospital administration and management.

Todd has also provided me with formulas to create meaningful proposals with detail so that clients feel more comfortable with my knowledge. Concierge Resource's management tools appear to be the solution in managing accounts and providing analysis... Victoria Hoffman, Concierge Specialties By Victoria

Yesterday's conversation was great, and yes it was very beneficial and insightful.  I will definitely let you know how it goes on Thursday.  I look forward to working with you getting me to the point, like you said, where I can do this in my sleep.  I'm excited about the potential future of my business. Delmar Johnson
Owner & Chief Lifestyle Consultant
The Concierge Place

 
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700 Kalamath Street
Denver, CO 80204
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