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  • July 18, 2019 12:34 PM | Katharine Giovanni (Administrator)

    Life is hard. Or it can be great. It depends on your perspective. Two people can look at the exact same thing and each have different thoughts about it.

    Take a traffic jam, for example. You could stress out about the drivers cutting in front of you, or the fact that you might be late for work. From there you would arrive at your office grumpy and late. You might then take it out on your associates and make everyone around you miserable. Then, instead of going out to a nice lunch with them, they might avoid you like the plague and let you eat that stale granola bar you've had in your desk for weeks.

    Or you could look at it this way. Being stuck in traffic allows you to finally listen to that audio book you've had in your car. Or, you could call your mom and have a nice chat with her!  You could sit there and be thankful for the fact that you have a job to go to, many people don't. You arrive at work happy and ready to go and might have the most productive day you've ever had. Plus your associates invite you out to lunch with them and you laugh and have a wonderful time.

    (Apologies for the interruption, but search engines only allow you to post your article in one place) ... Please click here to read the rest of the article: 

  • June 17, 2019 4:39 PM | Katharine Giovanni (Administrator)

    "I can’t believe you called me back!”

    Sadly, I get this reply a LOT when I respond to email as I am very quick to reply. Even if I can't answer right away (I might be in a meeting), I generally reply with a quick "I got it and will get back to you by __) as soon as I can. I send them something so they know I saw their message. They feel valued.

    Voice mails? As often as possible, I answer within one business day or sooner.

    Why do I do this?

    First, it’s good customer service.

    Second, it gets clients. I have gotten many clients because I respond so fast.

    Unfortunately, I seem to be abnormal in today's world as most people don't practice this. I actually had someone tell me once that I shouldn't answer people fast because they will think that I don't have anything better to do.

    REALLY? I strongly disagree! (And yes, they actually said that to me.)

    Please click here to read the rest of the article

    (Apologies for the interruption, but search engines only allow you to post your article in one place)

  • June 05, 2019 10:30 AM | Katharine Giovanni (Administrator)

    Don’t you hate it when your computer crashes?  Happened to me a few months ago. In fact, it didn’t just crash, it CRASHED! So badly I had to take it to The Geek Squad to be fixed.

    The good news is that it works fine now. The bad news is that I lost all my apps. I didn’t lose files because I regularly back my files up to a second hard drive.

    So while I was reloading everything, I thought I would share my ten favorites with you… – a free CRM that works with your GMAIL account. I just love it. – If you can’t afford Quickbooks, then this is a good FREE Accounting software. Love free! – my social media scheduler. Although you could use Hootsuite, Buffer works better for me. – this is where I keep my email list, send out newsletters and other marketing materials. – a great software where you can design your own graphics and marketing materials. – need royalty free images? Pexels is the place for you.  If you want to create your own marketing videos, Animoto is fantastic – Don’t have Photoshop? Try Picmonkey! – video conferencing software. Perfect for webinars. – merchant services. Been using it for years now.

    There are many more that I use, this is just to get you started.

    Good luck!


  • March 22, 2019 11:53 AM | Katharine Giovanni (Administrator)

    I have three questions…

    Are your customers/guests happy?

    Do they come back and buy again?

    Could you do better?

    Yes. We could all do better. Even someone who offers five-star concierge-level service is always striving to do better.

    That being said, the first step to offering concierge-level service is to map out your customer/guest experience. From the very first greeting to the last, what happens? Where do they go? Who do they speak to? Map out the steps. ALL the possible steps, no matter how many.

    Then, after you’ve mapped out your customer’s journey, there are some questions you might ask.

    • What could ruin a customer’s experience? Brainstorm them all and then solve each one.
    • How responsive are you to incoming customers/guests’ questions and issues? How long does it take your staff to respond via email, telephone or online?
    • Does your support staff have all the tools they need to effectively do their jobs?

    Click here to read the rest of the article on Katharine's LinkedIn Blog!

  • February 20, 2019 3:39 PM | Katharine Giovanni (Administrator)

    By Katharine Giovanni

    About 15 years ago, I was flying home from a training gig and arrived at the airport. Since I had been training people for two days, I was tired and ready to go home. I got into line at the gate to get onto the plane, and as I stood there, I found myself surrounded by a group of Japanese businessmen. Now when I say surrounded, I mean SURROUNDED. We were standing shoulder to shoulder with their arms and shoulders touching mine. Since I’m a typical American and like to have some personal space around me, this situation made me uncomfortable. So since I was in no hurry to board the plane, I stepped out of line and moved to the back.

    A little while later, I was sitting comfortably in an aisle seat on the airplane. After I got settled, I politely nodded to the businessman next to me. Since it was obvious that he didn’t speak English, I opened the book that I had brought with me and started to read. About thirty minutes later, he decided to visit the restroom. So he stood up, lifted his leg, and tried to crawl over my body. Since I generally don’t like people I don’t know crawling over my lap, I immediately stood and held my hand out indicating he should wait. I then politely motioned him to go by. I sat down and tried to go back to my book.

    I just knew he was going to do it again upon his return, so I was ready when he arrived a few minutes later.  However, before I had time to stand up, the leg came up a second time and he tried to crawl over me. I repeated the performance I gave a few minutes before and stood, held out my hand, and motioned him to go back to his seat.

    After it was all over, I quietly sat there and tried to breathe. I attempted to calm myself by reading my book, but after I read the same sentence four times, I knew that it was impossible. So I put my book down and glanced around the cabin. Imagine my surprise when I saw all the Japanese doing the exact same thing as my seat mate. My anger dissolved in a heartbeat. I immediately realized that a gesture they consider to be polite and normal in Japan, we consider rude here in the United States.

    How can you be mad at that?

    My journey into the world of international protocol began. I purchased a few books, visited websites, and made absolutely sure that I checked out the customs of my clients’ countries before I met with them. I’m not saying I always get it right, but I’m trying.

    This leads me to international gestures. Please be careful here because a gesture that is common in the United States might be terribly rude in another country. For example, if someone asks you for directions in the United States, you might raise your right hand and point with your finger. However, pointing is considered extremely rude in many countries. If you have to point, then I suggest that you point using an open hand with your thumb curled into the palm of your hand and your other four fingers locked together.

    Here are some examples that I pulled from the wonderful book Kiss, Bow or Shake Hands by Terri Morrison and Wayne A. Conway. The book lists dozens of countries and protocols:

    Talking with your hands

    In the United Kingdom, it is considered impolite to talk with your hands in your pockets. Also, Brits keep their hands on the table when eating (as opposed to Americans who put their hands in their laps).


    In Japan, even the slightest gesture can mean something, so make sure you don’t make any expansive hand or arm gestures. Although pushing your way through a crowd is extremely impolite here in the U.S., it’s not in Japan. In fact, I’m told that it’s the only way you can get on the Japanese subways.

    Eye contact

    In the U.S., direct eye contact is a sign of honesty. However, in Latin America, prolonged eye contact is considered aggressive, so if clients are not looking directly at you when they are speaking, then they are being polite. In Japan, prolonged eye contact is considered rude, as is pointing.

    Respect their comfort zone

    Americans have a few odd quirks, and this is one of them. As I mentioned above, when we stand next to someone, we like to have a two- to three-foot comfort zone around our body at all times. If someone invades that personal space, many will take a step back to reestablish our personal comfort zone.

    Not everyone feels this way though. Latin Americans like to stand close when they’re speaking to you, which is hard for an American because we’ll instinctively want to step back to keep our distance from them, which the Latin American will find rude. Greeks are expressive and will stand close to you and might even kiss you when you first meet them.

    What other quirks do Americans have? We’ll talk about anything— our family, our kids, our career, even sex, just don’t ask us how much money we make. Americans hate to tell people how much money they earn. Many Europeans don’t care and will tell you their earnings in a heartbeat. Americans? Not so much.

    Heads and hands

    When someone from Germany shakes your hand, it’s often accompanied by a nod of the head. Germans find it insulting if you speak to them with your hands in your pockets.

    Left hands

    In the Muslim and Hindu world, your left hand is considered unclean. So use your right hand as much as possible.


    Feet are considered unclean in South Africa and India, so don’t touch anything with your feet. If you do, apologize immediately. In Singapore, you shouldn’t sit with your legs crossed because it shows the bottom of your feet, which is considered extremely rude.


    Be careful when you are giving gifts, especially when it comes to color. For example, the color for mourning is black in the United States, red in parts of Africa, and white in Asia. Never give anything made from cowhide to Hindus, as cows are considered sacred.

    I could go on and on, but I won’t, of course. This was just a small sample to give you a little taste of international protocol and how important it is. If you want to offer concierge-level service, then you must have a good working knowledge of other people’s customs around the world.

    One last thought. If you don’t understand the person because of his heavy accent, please don’t pretend that you do. Honesty is always the best policy. Smile and apologize, and then gently tell the person you’re having a hard time understanding him. Ask him to slow down a bit. The key here is to make the person realize that you are genuinely trying to understand and help him.

    For more information about international protocol, I suggest that you visit I actually have a copy of the book on my desk and will read the necessary chapter when I have an international client flying in so I know what to say and do. Another great protocol site that I use quite often is

    Copyright 2019 by Katharine Giovanni. All Rights Reserved.

    If you wish to reprint this article, please email us.

  • January 02, 2019 2:40 PM | Katharine Giovanni (Administrator)

    For anyone who follows me on social media, you know that I enjoy posting good news facts and articles to combat all the negativity. So, to start 2019 on a positive note, here are a few really great things that happened in 2018.

    1. Twelve boys who were stuck in a cave for 3 weeks in Thailand were successfully rescued.
    2. According to the United Nations, the ozone hole will be healed over the Arctic by 2030. 
    3. A man donated 200,000 air miles to several people so that they could fly home for the holidays.
    4. In the United States, more than 100 women were elected to the House.
    5. Researchers were able to reverse some damage to Alzheimer’s brain cells. It’s more complicated, but that is the gist of it. So exciting!

    Click here to read the rest of the article (originally posted in my LinkedIn blog)

  • November 14, 2018 10:45 AM | Katharine Giovanni (Administrator)

    By Narrin Schwartz

    I’m still recently a new member of The International Concierge & Lifestyle Management Network, based out of Wake Forest, North Carolina. Actually, I happen to be in my second year of membership within our web of concierge and lifestyle professionals. Currently, I am 1 of 105 lifestyle managers in this global network of independent concierge professionals of ICLMNET. I am proud to be part of a community of concierge services & personal assistants that help you live your best life possible.

    Click here to read the rest of Narrin's article

  • October 22, 2018 11:48 AM | Katharine Giovanni (Administrator)

    For me, customer service is a way of life. It’s not what you do; it’s who you are. It’s something that comes from deep inside of you. I can always pick out the people who practice this philosophy because they’re the ones who hold doors open for people, say crazy things like “please” and “thank you,” and pick up their garbage when they leave the movie theater. Plain and simple, they’re just nice people. They’re warm, friendly, approachable, easy to talk to, and are quite adept at turning lemons into lemonade.

    It’s a philosophy that we should all live by.

    Years ago when my eldest son played soccer, I remember walking off a soccer field after a game when I noticed a pile of empty water bottles on the side of the road. There were at least thirty of them, all piled on top of each other. Since no one was picking them up, and every parent was just walking by them, I decided to take a few minutes and dispose of them.

    Please click here to read the rest of the article

  • September 13, 2018 1:40 PM | Katharine Giovanni (Administrator)

    (For the purpose of this article we are going to use the word “employees”. If you have subcontract workers, this info still applies and in fact, applies even more strongly).

    In our last newsletter, we discussed how to find good employees. Hiring employees is a great thing! It means your company is growing and expanding. However, the biggest concern a business owner has is: How do I keep my employees from stealing my clients?

    You are right to be concerned. When I first started my lifestyle management company, I lost my best two clients to one of my employees who decided to start her own company after I showed her everything I know about business and customer service. And when I say ‘two best’ clients – I mean, they made up nearly all of my revenue.

    When this woman quit, she told unflattering stories about me to both clients. One of them believed her and gave me a tongue lashing. The other one called and said she knew the woman was lying but, because I had taught her so well and because she knew this client’s home, she wanted to stay with her.

    It was a dark day.

    But, rather than wallow in my misery or quit my business entirely, I sat down to figure out how I could prevent this from ever happening again.

    First of all, I revamped my hiring agreement. This is a legal document that states all the company legal mumbo jumbo including prohibiting employees from soliciting my clients or my other employees. It also stipulates quite a bit more (i.e. confidentiality and the like).

    Whether a hiring agreement is fully enforceable may be up for discussion but it is always better to have one because at least it gives you some bit of legal precedent and it shows that you have discussed important issues with the employee before they agree to work for you (and they sign it!).

    But having a hiring agreement is not enough and as it doesn’t apply to the day-to-day operations, I created a number of policies and procedures to make sure my employees don’t steal my clients. And you know what? We have not lost another client to an employee since!

    In order to keep your clients from hiring your employees directly or worse, your employee from trying to steal your clients; you must create the perception that you are a company and you are in charge – and you need to create this perception for every client and often.

    Here are the top four steps we implemented to create that perception and to prevent theft of clients:

    1. Establish yourself as the person in charge – It can be very easy for the client to get attached to the person working with them especially if they don’t have regular contact with you, the business owner.

    Therefore we separate the money from the employee. We don’t let our employees discuss pricing or quotes with our clients. All discussions of money are between me and the client.

    Furthermore, in order to firmly establish myself as ‘in charge’, I rarely do regular concierge work for my clients unless we’re short-handed. In other words, my clients know I am the owner of the company and don’t do employee work.

    It can be challenging for some owners to stop doing client work since they started out that way, but set a goal of running the company, not doing the client work. This will serve you in many ways, especially as your company grows.

    Besides, once you hire employees, you won’t have time for client work as you should be leading them, plus marketing and networking harder than ever before – you have to keep the employees working!

    2. Keep control of your company - The worst thing that can happen to a business owner is to be caught unaware (blind-sided). This says to a client that you are not in control of your company. Instead, make sure all employee-client conversations are documented not only to protect you but also keeps informed and first and foremost in the client’s mind.

    We make it mandatory that I am copied on all client communication. Every single email. If the employee has a phone or text conversation, we require them to follow up with an email the same day that starts out 'to confirm what we discussed on the phone’ (or in text) and then they reiterate the conversation.

    By doing this in your company, you are always in the loop fully aware of everything happening in your company. Plus, you’ll have the added benefit of full documentation so you avoid any complications due to verbal communications.

    3. Create a team mentality – This is probably the most important of all. You need the client to view you as a company and not an individual.

    Here is one way to create a team mentality: NEVER use personal pronouns. Don't let your employees say 'I did this or I did that'. Always have them say 'we did this' or 'we will respond' or better, have them start emails and time posting with an action word (picked up groceries or created a filing system or set the alarm – no pronouns at all!).

    This creates a sense of the company and not the individual. You want a team mentality so the client gets attached to your company and not the employee. This will stop clients from trying to hire your employees directly or to want to stop using you when the employee changes.

    Now I have heard the argument saying ‘I’ is more personal. It is not. When you’re doing work for people, the use of ‘I’ is ego based. Subconsciously you want the client to know you’ve done something and to appreciate you for it.

    Unfortunately, you’re going to need to develop a sense of validation from within. Your clients pay your company for a service and it doesn’t matter whether they appreciate you or not. (although most of them do).

    Likewise, your employees may resist the lack of personal pronouns. We have had employees in years’ past who would get really upset because they needed the client to validate them personally.

    In these cases I would point out that the employee works for me, not the client; which means as long as I appreciate them, that’s all that matters.

    You want the client to appreciate your company and what you offer, not the individuals (including YOU). In fact, we have one whole procedure dedicated to how to communicate with clients. What words to use. What words not to use. And all my employees are trained to do it exactly alike. Which leads me to the last recommendation:

    4. Create a professional business – Once you start hiring employees, you’ve moved into a whole new arena as far as your business goes. Yes, I talk often about having policies and procedures but if you want to prevent your clients from being stolen then you need to have a strong foundation, consistent policies and procedures and adequate training.

    It is imperative that you educate your employees at initial orientation and consistently thereafter. This includes an understanding that this is your company, these are your clients and this is how each employee needs to operate and behave.

    That doesn’t mean you sit them down and say those exact words – it means you create that air of professionalism through training using the policies and procedures you’ve created.

    It is also imperative that your data collection is consistent and professional. Having your employees enter their own data and in a manner of your choosing establishes your credibility with the client as a professional business.

    Before you look at all this and think ‘holy moly, that’s a lot to process!’; let me offer you this to consider:

    Since we implemented these steps, we have not lost a single client to an employee. Nor has an employee taken off to start his or her own business of this type. These steps work!


    Leslie Spoor is a consultant, mentor and author helping small business owners around the globe. She is founder and CEO of two successful companies, Concierge Business Solutions® and Executive Errands®. Leslie also is the creator of a Concierge data collections software system, Essential Elements™ and a six lesson educational series, How to Start Your Own Business with Leslie Spoor©, available at To work with Leslie or for more information, please visit her website or contact her at

  • September 13, 2018 11:04 AM | Katharine Giovanni (Administrator)

    I was cleaning up my computer files today when I stumbled across an email I received from a good friend of mine. You see, years ago we didn’t have Facebook, so we emailed funny stories to each other during the course of our work day. Here’s what I found in the file…

    (The author is unknown)

    During my second month of college, our professor gave us a pop quiz. I was a conscientious student and had breezed through the questions until I read the last one:

    “What is the first name of the woman who cleans the school?”

    Surely this was some kind of joke. I had seen the cleaning woman several times. She was tall, dark-haired and in her 50s, but how would I know her name?

    I handed in my paper, leaving the last question blank. Just before class ended, one student asked if the last question would count toward our quiz grade.

    “Absolutely,” said the professor. “In your careers, you will meet many people. All are significant. They deserve your attention and care, even if all you do is smile and say “hello.”

    I’ve never forgotten that lesson. I also learned her name was Dorothy.

    Whenever I do a speaking gig, or plan a meeting somewhere, I always make it a point to thank everyone by name, and I mean everyone. This is why I still remember the name of the ladies’ room attendant at the old Capital City Club in Raleigh NC. Her name was Ophelia.

    I remember one meeting in particular. I was teaching a two-day workshop...

    Please click here to read the rest of the article:

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