The challenges of trusting your concierge service

The Problems and Solutions of Working with a Concierge Service: Part Four

We think that caution is a very natural emotion when working with a concierge company for the first time or starting to work with one that you haven’t tried before. We all want that reassurance that we are going to get what we want, that we will receive good value for money and that none of our precious leisure time will be wasted doing activities that we don’t enjoy.

We have encountered 5 main concerns that our customers have in the early stages of our working relationship, some of them may resonate with you.

We haven’t worked with you before; can we trust you with our precious leisure time…and money?

Personally, this one resonates with me because I like to know what I am doing, where, when and for how long. Some dear friends may call me controlling…I call it common sense!

In every relationship trust has to be earned, and this is no different. We can tell you all sorts of magical stories about how we care for our customers and the incredible access that you will have to beautiful stately homes, but you don’t have to believe us.

A good concierge will work consistently and transparently to gradually earn your trust. As we get to know you, you will get to know us, and you will start to see that we do what we say we are going to do, and when we say we will do it.

    • -We communicate regularly and personally: Every experience is tailored to every customer which requires the personal touch. We don’t have computer systems to design itineraries or algorithms to analyse your answers to our questions, we have a team of passionate individuals who love everything about the English countryside and are fully qualified to turn that passion into your perfect itinerary
    • -Our customers will tell you the truth: We will ask you for your honest feedback following your weekend or holiday, and the customer comments that we will share with you are all from people who have taken the same decision that you are thinking about taking.
    • -The quality of the information you receive: the volume and content of all that you receive will demonstrate the depth and breadth of the concierge’s knowledge and experience. The process will be clearly explained to you and the timelines adhered to. The majority of your questions should be answered before you even ask them – a good concierge isn’t quite telepathic but may appear to be sometimes.

Not all concierge services are the same, and a little homework on your part can prove to be hugely valuable. Many concierges, like travel agents, have a particular area of expertise, with a number of other complimentary services on offer. If you can find their area of core competence and it matches your requirements, that is a great start!