The Evolution of Concierge Services

Prior to starting Eservus, I worked with a property management company that offered portfolio-wide in-lobby concierge services. The tenants LOVED the service – I knew that because part of my job was doing tenant satisfaction surveys! – and what they loved most was discounted ticket services. So when I launched Eservus in 1999, that’s what I wanted to focus on … offering discounted tickets online without the cost of an in-lobby concierge. Even though it was a disruptive idea, fortunately the property managers liked it, they replaced their in-lobby concierges with Eservus, and we were off and running!

Disrupt Improve Evolve Cycle Process Change Innovate 3d Illustra

I find it interesting that over the years, some property managers have come full circle and are offering in-lobby concierge services again. Well, not exactly concierge services … now it’s less about offering traditional concierge services (including discounted tickets) and more about engaging tenants in meaningful ways in order to build a sense of community. With discounted tickets being made available through a number of channels, some property managers have the perception (and I emphasize perception, because I don’t necessarily agree 100%) that discounted tickets are becoming a commodity. So that means that Eservus needs to stay ahead of the curve, offering more than discounted tickets to meet the needs of our clients.

That’s the main reason behind our focus on providing a broader range of services to property managers, such as Tenant Engagement Services and our soon-to-launch Tenant Engagement Portal. That’s why we offer in-lobby concierge service to CBRE in Toronto, and Hines in Calgary … a service that we can only expect to grow. It’s all about understanding what the property managers value and giving them what they want.

Speaking of what property managers value, we’ve heard from a number of clients that they’re very interested in providing a mobile app to their tenants, and I’m pleased to announce that we’ve started working on one. We’re in the process of getting proposals from four different tech companies, and we’ll be in a position very soon to make a decision on our tech partner and begin development on an app. Our app will be another tool in our tenant engagement – and property manager retention – toolkit.

So as the needs of property managers has evolved, so has Eservus and the services we provide. I’m interested in hearing your observations on the evolution of concierge services, so please post them in the comments section.

Kirk Layton is the president and founder of Eservus, an online corporate concierge company servicing over 30 property management clients in Toronto, Calgary, Vancouver, Boston and Houston.

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