Research shows there is a relationship between customer satisfaction and employee satisfaction. A concierge program is a proven approach for organizations to show its employees they are valued, leading to increased focus, higher performance, better customer satisfaction and a positive impact on the bottom line.
At Best Upon Request, we believe that customer service is at the heart of concierge services. Focusing on going above and beyond when interacting with customers is what separates a mediocre concierge service from a magical one. Did you know that it is six to seven times more costly to attract a new customer than it is to retain an existing one? How about the fact that it takes 12 positive customer experiences to overcome one negative experience?
Regardless if your organization currently offers concierge services or is looking to extend this benefit in the near future, it is important to recognize what separates a mediocre concierge service from a magical one. A mediocre concierge service will take a vehicle in for an oil change just as the customer asked, a magical one will ask the customer if they would like to have their car washed or filled up with gas while they are out with their vehicle. A mediocre concierge service will say “no problem” when a customer thanks them, a magical concierge service will say “my pleasure.”
Recently, Beth O’Keefe AVP of Regional Learning & Development for a national leader in the specialty insurance business conducted a class on customer service called “MAGIC.” Beth asked for an example of “above and beyond” customer service they had received. One of the participants shared that her interactions with Best Upon Request have always been above and beyond. She went on to explain that it wasn’t the fact that they have the concierge service, but it was how the concierge team interacts with each of the employees every day. Saying that they always have a very helpful attitude, are never bothered by a request, and most importantly, make each employee feel like they are their number one priority that day. She continued by saying that the team always has a smile on their face, and think ahead to ask questions that she wouldn’t have even considered. All to make sure each person gets exactly what they need.
We’re in a never-changing world where customer expectations are constantly increasing. A world where you have to put your best foot forward in every customer interaction. Research shows that a 10% increase in customer retention can lead to an average of a 30% increase in the value of a company. Knowing this, would you choose a mediocre concierge service or a magical one?