How we do it sets us apart from every other concierge company. From our standards and expectations, to our Philosophy of Care to our Continuity Programs to the sensory impact of our offices - called Tranquility Zones, to our proprietary technology, we are different. How our offices look, feel, sound and even smell, to how our people are trained, are just a few of the things that differentiate us, and you! Our people are recruited, screened and hired for their character, personality, and extraordinary communication and problem solving skills. They have received in-depth training not only in Customer Delight but are also experts in the systems and technology (eCRM³) required to run a world-class concierge operation.

In-depth profiles are created to insure the highest levels of service, notification and follow up. We store the details so nothing gets forgotten-ever. Birthdays, anniversary's, that special wine, you name it we keep the information accessable, you create reminders to make you a hero! Wouldn't it be great to get a call a week before your anniversary asking if we can suggest or pick up the perfect gift or make reservations for you? We provide you with the utmost in trusted, professional and personal care to make a huge impact on your life and the lives of your people.

SERVICE EXCELLENCE AGREEMENT© We require the highest level of commitment anywhere, concierge is not a token benefit and we do not treat it as such. Before they even start our interview process, all candidates are required to agree to and commit to our Service Excellence Agreement. If they do not, they are not considered for employment. We train you how to excel in the following areas:

SERVICE EXCELLENCE AGREEMENT©
All Concierge Positions  

To provide Service Excellence these are the
NON-NEGOTIABLE ACTIONS that must occur EVERYDAY in ALL of our offices.

•  Be Human, Be Real: First and foremost, be true to yourself. Never compromise your ethics or your integrity - ever. If there is a situation where these may be in doubt, you probably shouldn't do it. Trust your instinct; your first choice is usually the right one!

•  FUN: This is a fun job, with fun people and a fun place to work. Therefore you must be able to have fun doing your job.

•  10-4: Pleasant and Friendly greeting: At 10 feet recognize your customer with a smile; at 4 feet deliver a sincere greeting - looking them in the eye no matter how many people are at the counter. Assure your guest that someone will assist them shortly if no one is currently available. Use your guest's name frequently.

•  Intake – it's all in the details: Gather complete request details. Clarify every task: i.e. for a cake order; get size, shape, flavor of both cake & icing, decorations, inscription... Record details ASAP.

•  Effective Execution: Do the task according to the guest's clarified needs and our procedures. Complete request in a timely manner with the highest quality. Accountability , do what you say you will and do everything you can to exceed our customer's expectations. Under promise and over deliver!

•  Detailed Data Entry: Get it right the FIRST time. Enter all data (eCRM³, request details, reminders, notes, Cash Tracker) as early and as often as possible. All data must be entered ASAP; or no later than the end of the day before closing the office.

•  Get Feedback: Provide feedback cards to each customer upon request completion. Ask them to complete them NOW. Statistics show that less than 5% come back if they take them away.

•  Thank You Cards: Provide Thank You cards at every opportunity, e.g. put Thank You notes into bags or containers, on dashboards etc. for each and every request.

•  Conduct/Comportment: Make people feel welcome. At all times and to everyone you come in contact with; conduct yourself in a professional, polite, courteous and helpful manner. Be on the lookout to be helpful.

•  Birthday Calls: Make birthday calls every day. Do this as early in the day as possible. If necessary, leave a message on VM or try them at home.

•  Your Appearance: Lookin' good! Wear a clean and pressed company shirt, with your ID badge and your choice of slacks or skirt whenever on-the-job or representing the Company.

•  Office Appearance: Maintain the highest level of order and cleanliness in your office at all times. It makes people comfortable and they appreciate it.

•  Checklist & Office Hours: Complete the Open/Close Checklist every Monday. The office will be staffed at all times during posted office hours-period, if gone for even a brief interlude - put up a sign!

Candidate Name: ________________________________ Signature: ___________________________________