A Tale of Two Concierges
Once upon a time in the city of Tampa there were 2 executives
in town for a convention. Both were staying in very nice hotels--5 Stars in fact.
Both brought their wives along for the trip. Both saw it as an opportunity to
mix business with pleasure. They both wanted to create a very memorable long
weekend as a way of showing their wives that they loved them. It was a way to
thank them for the support they had shown while helping them have the success
they had in their careers. Both decided the perfect way to kick that off was
with a nice steak dinner.
Since neither knew the town, they decided to ask the concierge
of their 5 star hotels for a recommendation. At about the same time they
approached their concierges asking for a recommendation where they could get a
good steak and that is where the similarity of our two tales ends.
The first concierge showed no hesitancy. He was a big fan of
Outback Steakhouse (www.outback.com). He felt the "value for your dining dollar was
exceptional." He knew that they delivered a consistently good meal, and while
there were Outback Steakhouses all over the country--there is only one first and
original Outback and it was in Tampa. He always enthusiastically recommended
Outback and could even offer guests of his hotel a coupon entitling them to a
free bottle of wine. All of the guests who took him up on the offer were pleased
with the experience--many even wrote cards thanking him for the recommendation.
Our first guests listened to the presentation, were both captivated by the
concierge's enthusiasm, and considered it as an alternative, but weren't sure
that was what they were looking for.
"Trust me" said the concierge "you have not experienced Outback
until you have been to the original--particularly when you throw in the bottle of
wine--you can't find a better value anywhere! Would you like me to call over and
get a reservation?"
"Hmmm let us think about it--we'll get back to you," they
responded
Across town, a very different conversation was unfolding. "We
are wondering if you have a recommendation for a good steak dinner."
"Why yes, many in fact, tell me a little bit about what you are
looking for."
"Well, we are down here down here for the convention, so this
is a work/play trip for us,--we want to create a memorable long weekend." (This
as you will recall is the same criteria the other couple shared, although that
concierge never elicited any of that information).
"Well, let me ask you this--what will have to have happened
during dinner for you to look back and feel like you have made some giant
progress toward that memorable weekend?"
"That's a good question," said the husband, as he looked at his
wife. "A great steak to start."
"And a nice wine selection" added his better half.
"Atmosphere" they both chimed in, and laughed, thinking about
the way their kids reacted when they responded in chorus. (Jinxed--one would
scream at the other)
"Tell me about atmosphere," encouraged the concierge. The gleam
in their eyes told the concierge that this was important.
"Elegant" said the husband
"Luxurious" added the wife
"Rich" volleyed back the husband
"Unique" they chimed in chorus, again with a laugh.
"I have a couple of places in mind" said the concierge "and I
want to make sure that I have the right place to make this your special night.
Ultimately, what will that elegant, luxurious, rich, and unique dining
experience mean to you?"
"Well, here's the thing," said the husband--taking the concierge
into his confidence, "I work all the time. We live in a little town that does
not have many options, coming to Tampa, well, we might as well be going to New
York City or Paris. My wife really supports me, and my neighbors and my kids
said, 'as long as we were going to a big city, I might has well give her a
weekend she will never forget'…so I guess that what I am looking for, a dining
experience that we will never forget."
"I see," said the concierge with a smile, "I know just the
place" she smiled confidently knowing she could give them the experience of a
lifetime. "Let me tell you about Bern's Steakhouse (http://www.bernssteakhouse.com)--a one of a kind restaurant that will give you a dining
experience unlike anything that you could experience anywhere in the world. From
the second that you walk in you will know this place is unique. The waiter will
tell you that a member of the Bern's family has grown every part of every course
of the meal--they do not buy anything. They have the largest privately-owned wine
collection in the world, and you do not need to take my word for that they will
take you on a tour of the wine cellar, and the kitchen too. The steaks are the
best that money can buy and are cooked to exacting specifications (they have 5
degrees of medium rare for example). After dinner, they will whisk you off to
the desert room upstairs--where your dessert and an after dinner drink will be
served to you as you sit in a giant room made out of a wine cask and listen to
the pianist playing classic love songs. Mr. Guest, when you return home and
people ask you if you "lived it up" you will be able to tell them a story that
will sound so fantastic they will scarcely believe that it is true--but you'll
know it is. The best part is you will also know that was just the beginning of a
vacation that you will never forget. Could I make you a reservation?"
"Abso-friggin'-lutely" they responded--in chorus and they were
off to a meal they would never forget.
Coaching Points to Ponder
Imagine you are the guests in this story. The next day you are at lunch and
the conversation turns to Hotel Concierges, how would you describe each of the
concierges in the story if you had dealt with them the night
before?
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What would you say were the two key ingredients that made the second
concierge more of an Indispensable Resource than a salesperson?
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Looking back at the two descriptions in question #1, which would your clients
say is a closer description of you?
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Look back at the key ingredients in question #2--were those two ingredients
present in your last interview?
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If you don't like the answers that you gave to questions 3 and 4, might I
suggest you are in the right place, as inside is filled with resources that will
make a huge difference in your life
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