• CEPro_logo_blue-new
  • TOPICS
      • News
        • People & Places
        • Product Briefs
      • Projects
      • Events
      • Control
        • Central Vac
        • Energy/Power
        • HVAC/IAQ
        • Interfaces/Devices
        • Lighting
        • Motorized Shades
        • Whole House Systems
      • Audio/Video
        • Audio/Video
        • AV Accessories
        • AV Racks
        • Cabling
        • Displays
        • Furniture
        • Headphones
        • Home Theater
        • Media
        • Mounts/Lifts
        • Multiroom AV
        • Projectors/Screens
        • Speakers/Subwoofers
        • Wireless AV
      • Security
        • Access Control
        • Alarms/Sensors
        • Services/Platforms
        • Surveillance/Cameras
      • Business Support
        • Associations/Buying Groups
        • Cell Phone Boosters
        • Distributors/Reps
        • Operations
        • Recurring Revenue
        • Research
        • Sales/Marketing
        • Software Services
        • Tools/Testers
      • Networking
        • Cellular
        • Devices/Equipment
        • Wireless
        • Wired/Installation
      • Markets
        • Builders
        • Commercial
        • Design
        • Europe
        • Outdoors
        • Resimercial
        • Wellness
      • CE Pro Hub Pages
        • Bose
        • Savant
        • Inside Sound United
  • PRODUCTS
  • RESOURCES
    • Reports/Downloads
    • Buyer’s Guide
    • Webcasts
    • Podcasts
    • Integrator Jobs
    • Digital Edition
    • CE Pro-iQ
  • SUBSCRIBE
    • CEDIA SHOW UPDATES
    • CEPRO PRINT EDITION
    • CEPRO DIGITAL EDITION
    • CEPRO NEWSLETTERS
  • DISCOVER
    • CEDIA Expo
      • September 29 – October 1
        Dallas, TX
      • VISIT SITE
    • KBIS
      • February 8 – 10
        Orlando, FL
      • VISIT SITE
    • Total Tech Summit
      • October 26 – 28
        Orlando, FL
      • VISIT SITE
    • Commercial Integrator
      • VISIT SITE
    • Security Sales
      • VISIT SITE
    • Tech Decisions
      • VISIT SITE
    • Campus Safety
      • VISIT SITE
    • Design Well
      • VISIT SITE
    • KBB Online
      • VISIT SITE
    • AV-iQ
      • VISIT SITE
    • CE Pro-iQ
      • VISIT SITE
  • Search
  • TOPICS
    • News
      • People & Places
      • Product Briefs
    • Projects
    • Events
    • Control
      • Central Vac
      • Energy/Power
      • HVAC/IAQ
      • Interfaces/Devices
      • Lighting
      • Motorized Shades
      • Whole House Systems
    • Audio/Video
      • Audio/Video
      • AV Accessories
      • AV Racks
      • Cabling
      • Displays
      • Furniture
      • Headphones
      • Home Theater
      • Media
      • Mounts/Lifts
      • Multiroom AV
      • Projectors/Screens
      • Speakers/Subwoofers
      • Wireless AV
    • Security
      • Access Control
      • Alarms/Sensors
      • Services/Platforms
      • Surveillance/Cameras
    • Business Support
      • Associations/Buying Groups
      • Cell Phone Boosters
      • Distributors/Reps
      • Operations
      • Recurring Revenue
      • Research
      • Sales/Marketing
      • Software Services
      • Tools/Testers
    • Networking
      • Cellular
      • Devices/Equipment
      • Wireless
      • Wired/Installation
    • Markets
      • Builders
      • Commercial
      • Design
      • Europe
      • Outdoors
      • Resimercial
      • Wellness
    • CE Pro Hub Pages
      • Savant
      • Bose
      • Inside Sound United
  • PRODUCTS
  • RESOURCES
    • Reports/Downloads
    • Buyer’s Guide
    • Webcasts
    • Podcasts
    • Integrator Jobs
    • Digital Edition
    • CE Pro-IQ
  • SUBSCRIBE
    • CEPRO PRINT EDITION
    • CEPRO DIGITAL EDITION
    • CEPRO NEWSLETTERS
    • CEDIA SHOW UPDATES
  • DISCOVER
    • Cedia Expo
      VISIT SITE
    • Commercial Integrator
      VISIT SITE
    • Security Sales
      VISIT SITE
    • Tech Decisions
      VISIT SITE
    • Campus Safety
      VISIT SITE
    • Design Well
      VISIT SITE
    • Total Tech Summit
      VISIT SITE
    • KBB Online
      VISIT SITE
    • AV-iQ
    • CE Pro-iQ
M
POPULAR SEARCHES
News
Projects
Control
Audio Video
Security
Business Support
Markets
SUBSCRIBE CEDIA EXPO
News | Operations
September 28, 2015

What Defines 5-Star Service?

Standards of what makes for excellent service shouldn’t vary from one industry to the next. An integrator's service should be equivalent to a hotel concierge.
Joseph Kolchinsky  
Standards of what makes for excellent service shouldn’t vary from one industry to the next. An integrator's service should be equivalent to a hotel concierge.
Article:
News | Operations
September 28, 2015

What Defines 5-Star Service?

I recently stepped into one of the highest-end luxury hotels in Boston to reconnect with a long-time client.

The concierge was completely on his game when I walked through the door, displaying every inch of the kind of stellar, almost clairvoyant service we all expect from such a high-caliber hotel. He knew every guest by name, had treats prepared for their dogs, and jumped up to take care of a housekeeper coming in with an armful of bags. He was gracious and efficient in making me feel comfortable, handing me a bottle of water I hadn’t even requested while I waited for the client.

And then something happened: I overheard him take a call from another resident who was upset their smoke detector was low on batteries and producing an annoying beep. His response started out perfectly: “Yes, I understand that must be very frustrating,” he said to them. But then it quickly went downhill.

“Our maintenance person isn’t around right now,” he said. “But you can submit a ticket online and he might get to it today. It’s been a busy morning and we don’t have our full staff today.”

Then, hearing the resident was even more unhappy because they’d just changed the batteries in another detector only a few weeks ago, he offered some admonishing advice: “It’s better if you change them all at once, so you don’t have to keep doing it at different times.”

After a few more words it was clear the resident was looking for someone to just come up and help with the batteries, but all the concierge could offer was for the resident to “submit a ticket online.”

Related: Death Knell Ringing for Manufacturers, Integrators Who Still ‘Don’t Get It’

What had just happened to the seamlessly hospitable, problem-solving professional I had met when I walked in? In that in-person context with real live people at his desk, he did everything right. But on the phone, he was far less accommodating. His answer should have simply been: “Don’t worry. I’ll make sure I have someone take care of it right away,” rather than make it the resident’s problem to report a ticket (which puts another thing on their to-do list) and give advice on solving the problem themselves.

Then maybe the concierge could enter the ticket himself, call the engineer to ask about his schedule for the day, and if all else failed, ask a colleague to watch the desk while the concierge went up himself to assist with replacing the batteries. At that hotel’s echelon of lifestyle service, that’s exactly what should be expected.

It's what our clients expect every day, from the service technician in the field to the project manager working on their smart-home to the finance specialist facilitating invoice remittance on a monthly basis.

I say this because there really isn’t any difference between what a good integrator should do and what all outstanding concierges do—know each of our clients and their needs extremely well, and manage their everyday complexities and solve their problems quickly without making them take part in finding the solution. We call this “solving problems in the context of your lifestyle.”

The expectations of a topnotch service provider who takes real pride in his or her work should always be just exactly that, no matter what industry you’re talking about. Whether it’s hotels or couture, restaurants or architecture, healthcare or technology. Excellent service is excellent service. Period.

ABOUT THE AUTHOR

Follow
Joseph Kolchinsky:
Joseph Kolchinsky is the founder and CEO of OneVision Resources, a service platform that partners with integrators to provide high-quality support with a small-company feel with the sustainability, scalability, and profitability of big-company scale. If you're interested in taking your company's service to the next level, reach out to Joey at joseph@onevisionresources.com.
View Joseph Kolchinsky's complete profile

ARTICLE TOPICS

News • Operations

ARTICLE TAGS

Customer Service

SHARE

Share On Facebook
Share On Twitter
Share On Linkedin
Share On Whatsapp
Share Via Email
Copy URL
← Previous Article Next Article →
Article Business SupportControlDistributors/RepsNewsSecurityServices/PlatformsWhole-House Systems

Price Hikes Help Resideo, ADI Earn Record Revenues

'Inflationary pricing environment' helps Resideo product group boast 28% revenue increase while ADI has 5% gain for second quarter.
Article Central VacNewsWellness

Amazon Acquires iRobot Roomba for $1.7B in Cash

Amazon adds iRobot's Roomba vacuum cleaner to its growing portfolio of smart home solutions including Ring, Fire TV and Echo smart speakers.
Article Business SupportControlDistributors/RepsNewsSecurityServices/PlatformsWhole-House Systems

Price Hikes Help Resideo, ADI Earn Record Revenues

'Inflationary pricing environment' helps Resideo product group boast 28% revenue increase while ADI has 5% gain for second quarter.
Article Amplifiers/ReceiversAudio/VideoAV AccessoriesAV RacksControlDesignFurnitureHome TheaterInterfaces/DevicesLightingMarketsMediaMotorized ShadesMultiroom AVNetworkingNewsProjectors/ScreensSpeakers/Subwoofers

SDI’s Audiophile-Centric Approach Reflects an Evolving Market 

SDI is helping Boston-area homeowners meet their home technology objectives without cluttering their homes with unsightly electronics.

SHOW NEWSLETTER

Sign Up

CE Pro

Subscribe Sign Up

Content Types

News
Products
Projects
Companies
Downloads
Webcasts
Podcasts
Events

Specials

IntegratorJobs
CEDIA EXPO
CE Pro 100
CE Pro Summit
Awards Programs

Company Info

About
Contact Us
Customer Service
Media Solutions & Advertising

Subscribe

Magazine
Newsletters
Digital Edition

Connect

Twitter
Facebook
LinkedIn
YouTube
RSS Feed

Categories

AUDIO/VIDEO
AV Accessories
AV Racks
Amplifiers/Receivers
Cabling
Displays
Furniture
Mounts/Lifts
Multiroom AV
Projector Screens
Speakers/Subwoofers
Wireless AV
CONTROL
Central Vac
Energy/Power
Interfaces/Devices
HVAC/IAQ
Lighting
Motorized Shades
Whole-House Systems
NETWORKING
Cellular
Devices/Equipment
Wireless
Wiring/Installation
SECURITY
Access Control
Alarms/Sensors
Services/Platforms
Surveillance Cameras
BUSINESS SUPPORT
Associations/Buying Groups
Distributors/Reps
Operations
Recurring Revenue
Research
Sales/Marketing
Software/Services
Tools/Testers
MARKETS
Builders
Commercial
Design
Europe
Outdoors
Wellness
FOLLOW US ON
  • Follow
  • Follow
  • Follow
  • Follow
  • Follow

© 2021 Emerald X, LLC. All Rights Reserved.

  • ABOUT
  • CAREERS
  • TERMS OF USE
  • PRIVACY POLICY