customer service – Andrea Arena

The holiday season is our time to shine!

Concierges are the season’s magical elves committed to making every customer’s dream a reality and this season was no exception. From collecting enough pine cones for a client to write a marriage proposal in the snow to making custom gift baskets for a someone described as, “strongly self identifies as a Jewish, Chilean Vegan”. We are the ones convincing the salesperson at a discount retailer to hide the designer handbags when they arrive and call us immediately as a matter of national importance. We include notes in our contacts with the names of our clients’ relatives and what we bought for Aunt Edna last Christmas. Please don’t get offended when we remind you of your spouse’s birthday or email you a simple, make ahead recipe for your neighborhood potluck. We just might keep you out of the “dog house” or save you a couple of frantic hours in the kitchen! We are the ones who drive across town for a friend who is under the weather, because we know that nothing has more healing power than receiving your favorite soup and a thoughtful note. Of course, we always include a small box of chocolate …. for medicinal purposes. We are driven to make the magic happen. I use the word “driven” because it is a calling. It is something deep within a true concierge. There is a delight that we feel when we make even the smallest dream come true. So, hug your concierge. This time of year, they are easy to spot. They are exhausted but have that satisfied look of a job well done plastered across their merry little face! We look forward to making your life better in 2019! http://TimeSquaredConcierge.com

Cheer Loudly!

http://www.timesquaredconcierge.com/blog/ As the president of a company in the service industry, I am always a little anxious when a customer call escalates to me. Is someone less than 100% satisfied with our service? So, this was no different until the woman on the other line said, “This is the first time I’ve ever attended a game.” This customer went on to explain that, as a single working mother, it was all she could do to drop her son off then race frantically around town – to Walmart, Costco, & the grocery store – all the while praying that her son was not the last one at the ballpark when she returned to pick him up. But tonight was different because a member of our team ran all of her personal errands while she was at work. So, for the very first time she was going to be seated in the stands watching her son’s game. I could hear the excitement in her voice as she called to thank me. It was almost as if she couldn’t believe that it was happening – a dream come true. As we both fought back the tears, I said, “Cheer loudly, because the games where he looks up in the stands and sees you yelling his name – Those are the games he will remember 30 years from now. Cheer loudly!” What motivates you to do what you do for a living? I look forward to hearing from you.