Quality of service, the cornerstone of Conciergerie
“Service quality? For a Conciergerie, it refers to the capacity to honour but also to exceed the commitments made with our clients” explains Antoine Grosse, Performance Director at John Paul. This is a central notion that requires offering a personalized service to Members, and that is adapted to the identity of the client receiving a Concierge service.
Ability to respond to all types of requests
One of the prerequisites for a good quality of service is the promised time saving for the client. There are also several other key factors that motivate the use of a Concierge service: beginning with the fact of benefiting from personalized advice, but also of being able to save money since the proposed service is in every way more interesting for the client.
Whether it is a matter of classic Conciergerie missions (restaurant reservations) or more urgent requests (providing the contact of a locksmith to a Member who has lost their keys), the objective is to provide a rapid response to the client and to ensure that there are no problems encountered during the service. Indeed, service quality cannot be achieved without taking into account the Member's feedback. This is an essential reflex which will contribute to building loyalty.
Providing a service... and more
Antoine Grosse, performance director
“Providing a quality service is not just limited to a Google search, it must be highly personalized” affirms Antoine Grosse. Indeed, the ability of a Conciergerie to offer a personalized solution to the Member's needs is an acknowledgement of the intimate relationship that binds the Member to the Concierge. For example, it can be a question of providing the Member with a quality address book for any request and whose contacts are verified.
“At John Paul, our Members benefit from a wide range of special deals: from a discount on a hotel room to VIP access to an event, we offer that extra touch that will enhance the overall experience” adds the performance director.
Be in line with the brand's DNA
In the context of a BTB Conciergerie (a brand asks a Concierge Service to pamper its customers), understanding and respecting the customer's corporate culture is paramount. By entrusting the Conciergerie with part of the relationship with their own customers, the challenge is to respect the brand image and the values that the brand carries. It is therefore essential to live up to these expectations by appropriating the company's DNA, world, professions, and also their constraints.
An important responsibility that varies according to the positioning of the Concierge service. Therefore, operating under a white label or not, will not face the same requirements. “The level of commitment of a white label is much more impactful when dealing with the clients of another”, concludes Antoine Grosse. In all cases, it is important to offer an excellent quality of service, which is inherent to the Conciergerie world.
