Custom Consulting and Coaching with Katharine

Although Katharine has formally retired from the independent concierge industry, she is still available for private sessions. To see a list of topics, please scroll down.

For over 20 years Katharine has helped thousands of Concierge businesses of all sizes succeed and become leaders in the industry.

She has also assisted companies from all walks of life in leveling up their customer service.

Whether you want to start a small home based business, or a large one, or you wish your staff to exhibit concierge-level customer service, Katharine can help.

Why recreate the wheel? Learn from her years of experience.

Watch the FREE video Katharine did a few years ago for concierge start-ups…

TO BE THE BEST YOU MUST LEARN FROM THE BEST

One of the world’s leading concierge trainers, Katharine Giovanni is considered by many to be one of the original founders of the independent concierge industry. Her clients rank among the most successful in the industry.

A little over 2 weeks ago, and seemingly out of nowhere, I came across Katharine Giovanni! I had been looking for the next chapter in my career path that would use my experience, talents, gifts, purpose and passion to give me the flexibility, profitability and creativity that I now can invest myself in. From one email my life changed! Katharine called within the same hour I reached out. WOW, who does that anymore?

From our first conversation I knew that Katharine Giovanni was someone that I wanted to align myself with. As you all may know, her promptness is basically unheard of. I had expected to have to wait possibly for several days and then to expected to have a very dry conversation with scripted yes and no answers. Instead I spoke to someone who was bubbly and kind and supportive and engaging and enthusiastic and made me feel that I had hit the right place at the right time. Her encouragement made me take the full course the “Best” because I believe I have come across the Best! I signed up immediately and within 11 hours had worked through all 43 modules receiving a grade of 90 and was certified. Most importantly I received what I know will be continued support, encouragement, direction and a clear path working with talented people who took the steps to serve their communities and fulfill their purpose!

AnneMarie Wallace

Topics include but are not limited to…

Concierge Class Graduates from over the years

Business basics including business plan, brochures, websites, business cards, financial and legal information, insurance, start-up costs
Niche marketing
Learn about the different types of concierge companies. From Individuals to corporate to lobby concierge services.
What Services are you going to offer your clients? What are the logistics behind providing them to your clients?
Finances and Fees – Katharine’s math formulas make pricing easier!!!
Katharine’s top tips regarding your lobby concierge business
Katharine’s top tips regarding your Corporate Concierge business
Business Proposals
Service Vendors – how to set up your preferred service vendors and receive commissions.
Staffing and office management
Time management
Exactly HOW do you find things for a client?
Search engines, browsers and VPN’s
Social Media and social selling
SEO
How to work with celebrities and the media
How to work from home and actually get work done.

How to offer 5-star concierge-level customer service that goes above and beyond

Customer service is a way of life. It’s who you are. An explanation of what good customer service IS
Are your customers satisfied? Here are some stats that are eye opening. Plus a discussion of people skills
Standard Operating Procedures (SOP)
The five forbidden phrases in customer service
The new protocols for handshakes
What you should and shouldn’t do at your desk
Want to offer concierge-level service? Answer fast.
Telephone and Voice Mail Etiquette
Why you should not say “Hope this email finds you well”
International protocol and internal customer service
Reading body language
The tone of your voice is crucial in customer service
How to deal with angry customers and staff
How do you prevent the anger from bleeding into your body language? In this module, Katharine talks about how to navigate your way through anger so that you can present a positive attitude to your customers.

My experience with Katharine Giovanni has been very refreshing and reassuring. Becoming a business owner or doing anything on my own is intimidating. Often times I get nervous and tuck my tail when it’s time to arrive. I loose focus and second guess myself A LOT feeling like I have no clue of what I’m doing. Having Mrs. Giovanni as a coach and mentor has helped me tremendously. She holds my hand when I’m scared. She lets me know that I am not alone. She’s extremely helpful in giving me direction on what’s next and very good at reminding me why I got started in the first place. Without her, I don’t think I would have ever launched any business.

Courtney Batte

Anyone who is thinking of starting/expanding a concierge/virtual assisting business must take the time to study your methods. You have the proven skill set to put anyone considering joining this industry on the path to success.

Jacqueline B.