Hotel concierges are known as the people who make dinner reservations for guests or get them
show tickets. But they are also referrers of services and the arbiters of what is best in their community.
Some businesses go to great lengths promoting themselves to Concierge Desks, but if it gets back to
them that their service is poor, the referrals quickly stop. The Concierge Desk's reputation depends
on the quality of services it recommends. Their demand for outstanding customer service on behalf
of their guests forces everyone in the marketplace to maintain a high level of service in order to remain
competitive.

Advertising works pretty much the same way. No matter how much money is spent to bring customers
through the door, it is wasted if the advertiser does not deliver on whatever promise is made in the
advertisement. Good, friendly service is a promise expressed or implied in  every advertisement.
Palm Canyon Advertising developed the Concierge Desk tm program to help our clients deliver on this
baseline promise. The result will be maximum R.O.I. on their advertising dollars by building and retaining
a loyal customer base from the referrals their advertisements generate. And like a demanding Concierge
Desk, it is hoped that all businesses will be pressured to maintain a higher level of service in order to
remain competitive.

The Basic Program

Our complimentary basic program encourages anyone who gets good service to let us
know by visiting ConciergeDesk.com and nominating the service provider.

We send the business a recognition certificate for the employee who gave the great
service. When presented at staff meetings, these provide positive reinforcement to their
most valuable team members, helping to retain them while motivating others to try
harder.

In an effort to improve customer service, many companies use a variation of this phrase:

"If you're satisfied with our service, tell a friend. If not tell the manager."

Though there is a benefit in knowing when something is wrong, this phrase provides no
mechanism for positive feedback if something is right. Fundamentally, the phrase
encourages complaints and discourages compliments. It intimidates employees with a
negative "smile or else" threat which even the most genuine, warm, and friendly of them
will resent. Most of us respond best to the promise of a reward rather than the threat of
punishment.

In our advertisements and promotions, the Concierge Desk program uses the following
variation:

"If you get great service tell ConciergeDesk.com."

Note that the "tell the manager part" has been omitted. Concierge Desk offers sponsors an
optional suggestion box which uses similar wording, but generally, we believe dissatisfied
customers will make their opinions known whether you give them permission or not.

Sponsor Program

When businesses actively participate in our sponsor program, our slogans are used in
collateral buttons, counter talkers, hand-outs and optional t shirts.

Collateral worn, handed out or displayed at the place of business is dedicated entirely
to generating positive feed back for employees. Every impression serves as a non
threatening reminder to give great service with the promise of reward recognition if they
do. The simple act of putting on a button or t shirt puts your employees in a positive frame
of mind by reminding them that part of their job is delivering outstanding customer service.

Sponsors are sent the comments (if any) made by the customer. This lets the business know
not just who is doing something right, but what they are doing right and how they are doing it.
You could argue that if your business continues to grow that’s all the positive feedback you
need, but if sales turn south, it might be because you or your people stopped doing something
you never knew was contributing to your success.

Exclusive Referral Directory

Because sponsors of the Concierge Desk tm program have made a commitment to
delivering outstanding customer service, we feel comfortable referring them to friends,
neighbors and visitors. Sponsors are eligible for listing in our exclusive on line referral
directory.

The minimum requirements for listing are as follows:

Five years in business *

Three verifiable references acceptable at Concierge Desk discretion.

Member of a chamber of commerce, service, or professional association.

Concierge Desk tm Sponsor.

* May be waived at Concierge Desk discretion.