4 Steps to Providing White Glove Service at Your Business

White glove service isn’t just for restaurants and high-end retailers. Here’s how your company can offer a premium customer service experience to all of your customers.

Is your brand providing “white glove” customer service? While good customer service makes your company stand out from competitors, offering concierge-level white glove service takes customer service to the next level, resulting in customer satisfaction and loyalty.

More than half (51 percent) of customers say they will leave a brand if they receive service that doesn’t live up to their expectations, according to “The Global State of Customer Experience,” a report from customer service insight resource CX Network.

White glove service can be the key to retaining those customers.

The term white-glove service once referred primarily to a premium customer experience typically offered to clients with a “high lifetime value,” according to inbound marketing platform HubSpot.

“In a traditional setting, you would welcome these customers into the store or restaurants literally wearing white gloves, then cater to their every need and request,” says HubSpot. “These customers were typically affluent and/or provided the company enough revenue to warrant white-glove service.

“In other contexts, white-glove service refers to delivering expensive items to the home, assembling it and setting it up in the right space.”

White glove service today encompasses a much broader range of industries that provide all of their customers the same level of premium customer experience, says HubSpot.

4 tips for providing white glove customer service

“The old customer service tricks won’t cut it anymore,” says HubSpot. “If you want to delight customers and increase your retention rate, then providing white-glove customer service is a must. “By doing so, you’ll surpass expectations and create delightful experiences that keep your clients coming back for more.”

Providing white-glove service is one of the best ways your brand can start building a customer-centric company culture, says HubSpot, which  recommends the following steps to put your white glove plan in place.

1. Create a white glove customer service strategy

“For your company to start providing white-glove service, you need to create a customer service strategy that guides every single one of your interactions. Your strategy will inform how you serve your clients and train your service reps moving forward,” says HubSpot.

A strong customer service strategy includes the following, according to HubSpot:

  • Mission statement
  • A vision for customer support
  • Team structure
  • Support process
  • Tools and software
  • Goals and Metric
  • A budget

2. Use customer feedback to improve service

Collect customer feedback to gain an understanding of how well your company is currently serving your customers and find areas where your brand can improve.

3. Implement personalization strategies

“As you begin to collect feedback, start implementing personalization strategies — especially in your website and emails — that make your customer feel like you know them personally and want to serve them specifically,” says HubSpot.

“While personalization is often correlated with marketing, it’s powerful in a service context, too. In fact, one of the hallmarks of a white-glove service experience is its personalization.”

4. Offer a seamless experience to meet customer needs

Taking a long time to resolve customer issues leads to a poor customer experience. To provide a white glove customer experience, your company must offer a customer experience based on “exactitude and expediency,” says HubSpot:

“When you think of white-glove service, you think of a premium, painless experience that leaves the customer delighted and eager to return to your business. Taking a long time to solve their problems is a sure way to provide a poor experience. Providing a sloppy, cobbled-together solution is another.”

For example, your company might focus on resolving customer issues and questions on the first call or contact by offering an omnichannel experience, automated communication options such as chatbots and live chat and training customer service reps to faster, personalized service.

“Some tools you might leverage at this stage include customer service software, customer service training templates, and script templates for your service reps,” says HubSpot. “That way, you can resolve issues much more quickly without decreasing the quality of the interaction.

“By far, the most important thing you can do to provide white-glove customer service is training your reps. They’re the ones who’ll be interfacing your clients and providing the service itself.”

How to Include the Art of Concierge-Level Guest Experience to Any Business

Your brand can gain customer loyalty by offering concierge-level customer service — even if you’re not in the hotel or hospitality industry.

Most people are familiar with hotel concierges, the friendly, helpful staff members skilled at making a guest’s stay as seamless as possible. Hotel concierges fulfill many customer-centric duties such as arranging restaurant reservations, taxi or rideshare transportation, entertainment, booking pre-arrival spa appointments and more.

The hotel concierge is also dedicated to resolving guest concerns or issues and will go above and beyond to make sure hotel guests are taken care of for an exceptional stay.

Today the hotel concierge model crosses over into multiple industries, including customer call centers, health insurance providers, concierge medicine, travel and more.

“By applying the benefits of concierge customer service to your business, you distinguish yourself from your competition,” said Dr. Jeanne Hurlbert, president of customer-centric marketing firm Hurlbert Consulting Group in an article on the agency’s website:

“Concierge Customer Service enables you to work with your customers at a level your competitors cannot touch — they can’t match the value you’re bringing to those customers and won’t be able to challenge your business with those customers.”

What is concierge-level customer service?

The goal of concierge-level service is to fulfill the customer’s needs in as seamless a manner as possible so the customer feels valued by your brand — instead of just one more customer to get out of the way so an employee can move on to the next customer or call.

With call center concierge-level service, the call center representative resolves the customer’s issue in one call. For example, if an authorization, reference code, or additional information is needed, the rep doesn’t cause additional frustration by transferring the caller or giving them a new number to call so they can wait on hold even longer.

Instead, they place the caller on hold while getting the information so the customer doesn’t have to call back or they hold a three-way call with the customer and another department. In some cases, the call center rep ends the call, then obtains the information to call the customer back.

Concierge-level service goes digital

Some companies that rely heavily on digital customer service frustrate their customers by directing them away from a live agent to “confusing FAQs and dead-end knowledge bases,” according to customer service resource Customer Contact Week:

“Consequently, digital-first companies have begun to offer digital concierges designed to help customers who need help with technical troubleshooting.”

Retail stores can offer digital concierge-level customer service, too. For example, Home Depot offers an in-store product locator on its app so that customers can quickly find the aisle where the product they need is located.

This concierge-level service saves the customer time and frustration from having to hunt down an employee or browse the entire store to get what they need.

Benefits of concierge-level service

Concierge-level customer service removes the dread and frustration that typically comes with contacting a busy call center with long hold times and then finding out the agent can’t answer your question during the call.

“While concierges are best known for stepping in to fix problems or offer unexpected perks, true concierge service involves removing the pain from an otherwise painful experience,” says Customer Contact Week.

Why Hotel Concierge is a Science and Art Form That Should Never Die

Your guests will keep coming back if you provide the best service possible.

The role of a hotel concierge is to provide guests with amazing service, making their stay as enjoyable and convenient as possible. A good hotel concierge is a vital component of any high-end hotel.

They should be experts in providing guests with the most personalized and memorable experiences possible. They go above and beyond to ensure that guests have a comfortable, enjoyable, and hassle-free stay.

Hotel concierges should also be experts in the areas they’re working in. Not only should they be able to call cabs and help with bags, but they should also suggest local events and attractions.

A lot of this information can but found online, but don’t worry, technology isn’t replacing their role. Not only did most concierges in a study say that technology helped them serve guests better, but guests are still relying on concierges to provide that information. Sometimes it just feels easier to ask a person instead of Google.

So what does make a concierge so vital?

1. Getting personal

Hotel concierges are dedicated to providing a personalized experience to each guest. They should take the time to learn about each person’s needs, preferences, and interests. That way the guest’s experience is tailored exactly to them.

A high-end concierge will ask questions and take notes to make sure every guest has the perfect stay.

2. Inside knowledge

Hotel concierges, unlike their guests, live in the area and are much more familiar with what goes on.

They know the best restaurants, the hidden gems, and the best attractions. They can provide guests with detailed and informed recommendations and can make reservations and arrangements on their behalf. They are also knowledgeable about events happening in the city, such as concerts, festivals, and shows, and can provide guests with access to tickets.

3. Convenience

A good hotel concierge is there to make guests’ lives easier. They can help with everything from making travel arrangements to booking spa appointments.

They can also arrange transportation, provide directions, and offer advice on the best ways to navigate the city. A concierge should be able to help guests 24/7 and ensure that they are never left to deal with any problems on their own.

4. Save guests time

A good hotel concierge can help save guests time by handling everything from booking a restaurant reservation to arranging a private tour of the city. This means that guests can spend their time enjoying their stay rather than navigating a new city and all its intricacies.

5. Safety

A hotel concierge is also responsible for ensuring the safety and security of guests. They can advise guests on the safest areas of the city to explore and can provide recommendations on trustworthy transportation services. In case of an emergency, a good concierge is trained to handle any situation.

4 Practices to Create a Better Customer Experience in 2023

Take these steps to offer an outstanding customer experience.

Customer-centricity at your company or organization is at the heart of providing an exceptional customer experience. In fact, today’s customers expect your brand to place their needs and concerns at the center of your customer service strategy.

“Customer-centricity is synonymous with successful businesses, especially as markets are saturated with more choices than ever,” according to chatbot, customer experience and customer support technology provider REVE Chat.

“Customers are demanding more, and only businesses that adapt to customer-centric processes will survive such a volatile market.”

Customer experience has a huge impact on loyalty, according to a survey of 10,000 consumers by XM Institute. A majority of customers (94 percent) say they’re willing to purchase more and recommend a company after a “very good” customer experience.

Read on for four tips on creating a better customer experience in 2023.

Create and build a customer-centric strategy

A culture of customer centricity refers to your brand’s set of beliefs, ideas, and values that places the customer at the center of everything an organization does, according to customer experience technology provider Hiver.

Creating a customer-centric culture is a “top-down process” that starts with management, according to customer experience technology provider Feedier. Then determine the training needs of all members of your customer service team and invest the time to instill a customer-centric mindset.

When your team understands that your company values the customer experience, that mindset carries over into positive interactions with your customers.

Understand your customers

In order to provide an exceptional customer experience, your organization must have a solid grasp on customer issues, needs and desires for what your company can do for them.

Understanding your customers allows your customer support team to empathize with the situations they’re facing while giving your customer support team the tools they need to provide better service, says Feedier, which recommends conducting customer surveys to shine light on customer concerns and what they expect from your brand.

Once you have enough information, create “customer personas,” a snapshot of a certain type of customer such as career-minded millennials or Baby Boomers nearing retirement, for example.

“Buyer personas allow your support team to ‘recognize’ each custom better and offer the appropriate solution for each case,” says Feedier.

Gather real-time customer feedback

For the best customer experience getting customer feedback at the right time to prevent other factors from clouding the results is crucial, says Feedier.

To collect feedback in real-time, Feedier recommends using live chat tools and following up by email with a customer satisfaction survey.

“Remember to show to every member of the team the difference they are making to the business by tying each customer feedback [results] to a particular customer support agent,” says Feedier.

Invest in customer engagement tools

REVE Chat recommends using customer engagement tools like chatbots, co-browsing and video chat to collaborate with customers in real-time:

“Use tools to collect customer feedback from your customers. It gives you the best insight into their journey, so you can fix it before they leave.

“Implement tools to gain better insights and analytics to pull information from every point in your customers’ experience. Create customized dashboards with key metrics you know impact higher churn.”

6 Ways to Offer a Better Hotel Concierge Guest Experience

Want your hotel to stand out from competitors? Offering concierge services could be the key to more bookings and higher revenue.

Does your hotel offer concierge services through one dedicated person or a team dedicated to answering guests’ questions and fulfilling their special requests? If not, consider adding a concierge to your hotel staff for a better guest experience.

If your hotel already has concierge services, management can always look for ways to make these personalized service services even better for an outstanding guest impression.

Concierge services typically include:

  • Arranging car and airline transportation
  • Planning special occasions like birthdays, anniversaries, weddings and more
  • Informing you know about local attractions, entertainment and restaurants
  • Reserving a table at restaurants and entertainment and
  • Arranging ticket purchases and reservations

“Concierges are the face of the hotel and offer an important point of contact for guests throughout their stay,” according to hotel technology provider Canary. “However, they do fewer admin-related tasks such as check-ins and check-outs. Instead, they’re more focused on shaping the guest experience by helping to create a memorable, personalized stay.”

Read on for six ways a hotel concierge can improve the guest experience.

1. Hire the right person

The first step in offering exceptional concierge services is making sure you hire the right personality for the job. Concierges must have a friendly, engaging, and helpful personalities – with enthusiasm for creating a memorable and pleasant stay for guests.

The best concierges are members of the highly respected Clefs d’Or Association. After they complete their intensive training, these skilled concierges can be recognized by the gold lapel pin with a pair of crossed keys that they wear while on duty.

2. Offer pre-arrival services

“You might think your relationship with the concierge only begins when you arrive on the property but concierges can help you plan your trip as soon as you book your room,” says hotel software provider HotelTechReport.

For example, the concierge can make dinner reservations at busy restaurants, arrange sightseeing tours or make sure a guest is booked for a spa appointment before the schedule fills up.

3. Assist with medical needs

If a guest forgot to pack prescription medications or needs an emergency dentist or doctor’s appointment, the hotel concierge can arrange for the prescription to be picked up at the pharmacy chain’s local store and schedule doctor’s appointments during the stay.

4. Share traffic tips

Nobody gives better traffic tips than a local. “Google Maps can only tell you so much; a concierge knows the busiest times on the road from their own experience and can recommend alternate routes, public transit or ridesharing,” says HotelTechReport.

5. Handle unusual, one-off requests

“Concierges also do their best to fulfill extravagant wishes,” says Canary. “Whether it’s helping guests get the paperwork for their pet to join an international move or planning for the traveler’s arrival by parachute, the answer is hardly ever ‘no.’”

6. Offer guest-facing concierge technologies

Today’s concierges rely more on technology today than in the past, says Canary:

“This has created new opportunities, especially since guests have become more demanding and expect responses or solutions faster than ever. Modern tech tools create the chance to meet and even exceed these expectations.”

For example, including the concierge on guest communication tools such as real-time and artificial intelligence messaging allows more options for guest/concierge communication.

“Modern guest communication tools allow concierges to keep an overview of all incoming messages and respond promptly via the guest’s preferred channels,” says Canary.

“These solutions also make it easier to loop in team members from other departments that need to get involved [such as] housekeeping or food and beverage.”