The Concierge Manual: The Ultimate Resource for Building Your Concierge and/or Lifestyle Management Company

The Concierge Manual: The Ultimate Resource for Building Your Concierge and/or Lifestyle Management Company

by Katharine C. Giovanni

Paperback(Fourth Edition, Fourth edition)

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Product Details

ISBN-13: 9781931109123
Publisher: NewRoad Publishing
Publication date: 09/03/2012
Edition description: Fourth Edition, Fourth edition
Pages: 246
Sales rank: 522,665
Product dimensions: 5.90(w) x 8.80(h) x 0.80(d)
Age Range: 18 Years

About the Author

Katharine is a best-selling award-winning author, international speaker, and a world-renowned concierge and customer service trainer and consultant. She is also a thriving stage 3 breast cancer survivor and author of her best selling inspirational book "Rainbows and Banana Peels."

Table of Contents

Introduction xv

Chapter 1 What Exactly Is a Concierge? 1

Chapter 2 Fifty-Two Ways to Use a Concierge 9

Chapter 3 Niche Markets 13

Hotel Concierge 15

Hospital Concierge 17

Dry Cleaners Offering Concierge Services 17

Meeting/Event Concierge 17

Mall and Airport Concierge 17

Wedding Concierge 18

Concierges Specializing in Divorcées and Singles 18

Corporate Concierge 18

Seniors Are a Huge Market Right Now! 19

Funeral and Hospice Concierge 19

The VIP Concierge 19

Partnering 19

Security and Valet Parking Companies 19

Just Choose One or Two Niches 20

Chapter 4 What Skills Do I Need to Become a Successful Concierge? 21

Chapter 5 Business Basics 29

Company Formation 29

Sole Proprietor 30

Partnership 30

LLC/LLP 30

Corporation 31

S Corporation 31

Employer ID Numbers (EINs) 31

Company Name and Logo 31

Legal Issues and Contracts 32

Accountant 33

Insurance 33

Chapter 6 Your Business Plan 37

Chapter 7 Getting Started 41

Letterhead and Business Cards 43

Brochure 43

Setting Up Your Databases 45

Chapter 8 Website Creation Made Easy 49

Basic Computer and Internet Skills 49

Creating Your New Website 50

E-mail vs. URL 51

Internet Service Provider 51

Setting Up Your URL 51

Building Your Website 52

Finding a Web Hosting Company 53

Web Publishing 54

Search Engines 55

Preparing Your Site for Submission 56

Submitting the Site 56

Link Exchange 57

Other Options to Drive Traffic to Your Site 57

A Marketing Caveat 58

Chapter 9 How to Set Your Fees 59

It's All about the Money 60

How to Set Your Fees 63

Establishing Your Daily Labor Rate 64

Establishing Your Overhead 64

Fees: How Much Do I Charger 67

Individual Concierge Services 68

Corporate Concierge Service 71

On-Site/Lobby Concierge Service 74

How Is the Client Going to Pay for Services? 77

Concierge Accounts 78

Chapter 10 What Services Should I Offer? 79

Concierge Services 80

Personal Assistant Services 82

Chapter 11 Event Planning 85

Budgets and Clients: Important Questions to Ask 86

Site Selection: How to Find the Perfect Site 87

Contracts: Look for What Is and Isn't There 89

Logistics: Creating the Event 90

Food and Beverage 91

Registration: Nametags 93

Registration: Location and Staff 94

Photographers, Florists, and Decorations 94

Entertainment 95

Chapter 12 Business Proposals 97

Media Kit 100

Chapter 13 Logistics (What to Do When the Call Comes In) 103

Sample Scripts 104

Chapter 14 Service Vendors and Commissions 111

Commissions 111

Interviews and Contracts 112

Where Do I Find Service Vendors? 114

List of Service Vendors 114

How Do I Get Commissions from Vendors? 116

Chapter 15 Errand Service 117

Setting Up Your Errand Service 117

Should I Hire Independent Contractors or Employees? 119

Finding Errand Runners/Personal Shoppers 120

Accepting Credit Cards and E-commerce 121

Chapter 16 Staff 123

The Hiring Process 124

Chapter 17 Sales and Marketing 127

Know Your Business 127

Professional Image 128

Speech 128

Manners and Etiquette 129

The Handshake 130

Sales Presentations 132

Sales Techniques and Tips 134

Relationship Marketing 136

Your Marketing Plan 137

The Six-Step Marketing Plan 137

Thirty-six Ways to Market Your Business 138

The Ten P's of Success 144

Chapter 18 Customer Service Can Make or Break Your Business 147

A Few Customer Service Tips 148

The Customer's Basic Needs 149

Unhappy Clients 150

Competition 151

Chapter 19 The Media and Press Releases 153

Chapter 20 Nothing Ventured, Nothing Gained 157

Chapter 21 Half-Empty or Half-Full? It's Up to You! 161

Chapter 22 Helpful Information 171

Websites 171

Books 172

Bibliography 172

Appendix: Sample Forms and Applications 173

Sample Employment Application 174

Sample Client Application 177

Sample Vendor Application 179

Sample Vendor Proposal 180

Sample Driver Trip Sheet 181

Sample Errand Order Sheet 182

Sample Errand Order Sheet 183

Sample Daily Dry Cleaning Trip Sheet 184

Before You Leave Home Checklist 185

Sample Services Questionnaire 189

Sample Services Questionnaire 190

Sample Concierge Job Descriptions 191

Sample Concierge Job Descriptions 192

Sample Concierge Company Employee Handbook 196

Sample Performance Evaluation 206

Example of a Concierge Service

Business Plan 212

About the Author and Contributing Author 223

Katharine C. Giovanni, CCS 223

Ron Giovanni, CCS, Consultant, Publisher 225

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