Are you considering adding concierge services to the list of your property’s amenities? If so, here are three helpful tips for finding a concierge service that meets your property’s unique needs.
1. Make sure services match your needs.
A professional concierge service enhances your property, gives your building a competitive edge and increases its marketability. It can help you make a positive first impression the minute someone steps into your building. That’s why it is important to make sure you have the right concierge service greeting your tenants, residents, employees and/or guests. Remember, you only have one chance to make a good first impression.
When searching for a concierge service, one of the most important questions to ask is, “What type of service will I and my customers receive?” Some concierge companies only provide basic services such as signing visitors in and out of the building and handling packages while others provide a full gamut of services such as event planning and performing time saving tasks. Do you need 24/7 coverage, 9 to 5 or something in between? Make sure the concierge company can provide the coverage that is right for you and your property.
2. Ask about hiring and training practices.
A concierge company, like any company, is only as good as its people. A concierge serves as the eyes and ears of your building, so you’ll want to make sure your property is in good hands. That’s why it’s important to ask the concierge company about their interview and pre-employment screening processes.
In addition to being reliable, friendly and knowledgeable, concierges need to have good office and communication skills such as the ability to write and send an important notice in a short period of time. Ask the concierge company if they include grammar, spelling and standard office technology testing as part of their pre-employment screening process.
While many concierge companies offer training for new employees, it’s important for employees to continually develop their skills. A successful concierge company provides their concierges with on-going training and classes and conducts performance evaluations.
Finally, inquire about the company’s employee retention rate. Keeping the same friendly face that clients know in your building is important. The concierge company’s ability to retain their employees will directly impact you, your building and your clients.
3. Check references to ensure satisfaction.
According to Sir Richard Branson, an English businessman, investor and philanthropist, “All you have in business is your reputation—so it’s very important that you keep your word.” A company’s reputation is built on many things, but doing what they say—when they say they are going to do it—goes a long way in the concierge industry. Make sure to check a concierge company’s references to ensure that they do indeed have a reliable staff that follows through on requests. In addition, ask the concierge service what their policies are when a concierge calls in sick and if someone will be available to replace them.
Concierge service enhances your property and builds tenant retention—when you have the right concierges in your lobby. That’s why you need to make sure the concierge company you select has the people, processes and reputation for providing exceptional service.