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Page 1: How Concierge Services Can Improve Your Company’s Bottom … Concierge Services Can Improve Your Company’s Bottom Line ... By delegating personal tasks to a concierge, employees

Employers today are increasingly looking to enhance their benefit programs to become an “Employer of Choice.” Achieving and maintaining this status can prove to be difficult as the cost of benefits rise.

What can employers do additionally that will best serve the majority of their diverse workforce? What benefit programs will have the most impact on productivity, morale, recruitment and retention, and be cost-effective to offer? Concierge services may be the answer.

Why Offer a Concierge Program?Concierge programs are becoming increasingly popular for companies of all sizes. The reason—the variety of services provided within a concierge program appeal to all socioeconomic groups, genders, and ages of employees. Whether targeting the needs of an aging workforce, or Generation X or Y, these programs help employees better balance their work and personal lives by providing personal assistance and fulfilling any requests.

Over the years, more and more research has been done assessing the value and return on investment of concierge programs. The impact of these programs is tremendous. The following concierge statistics will give you an idea of how these programs can positively impact your workforce.

The Latest Trend in Benefits…

How Concierge Services Can Improve Your Company’s Bottom Line

by Cathy Leibow

What Does a Concierge Program Offer?A concierge service consists of a variety of programs. Common services offered include: securing tickets to plays, concerts and sporting events; making travel arrangements; arranging for transportation and restaurant reservations; providing resources for home and car maintenance (plumbers, landscapers, house cleaners, mechanics); providing pet care and relocation assistance; and offering gifts, flowers and hard to find items. In addition, running employees’ personal errands is a great time saver. These tasks can include picking up prescriptions; getting new tires put on a car; overseeing a plumber at the employees’ residence; food and gift shopping; shipping packages; and much more! Discounted programs, such as theme park tickets; car rentals; ski resorts; spas, fitness centers, and retailers can also be provided.

An effective concierge program can be offered in a variety of ways. These include online (through a co-branded Web site), 24/7 telephonic access (via an 800 number), or onsite (by

providing full-time or part-time concierges and errand runners).

Concierge services tend to have higher utilization than most benefit programs. Average annual utilization for employers with 2,000 or more employees is 30–50% for the first year, and higher (over 100%) in subsequent years, as awareness spreads. Smaller organizations can achieve even higher usage (300-400% annually). Communicating these programs is key to achieving a high level of usage. Effective communications include varied methods, such as brochures, wallet cards, posters, flyers, newsletters, e-mail blasts, management and employee orientations, and on-site visibility events (Health Fairs, Open Enrollments, and New Hire Orientations).

Examples of companies who have successfully implemented concierge programs are varied. High tech, bio tech, law firms, health care organizations, financial and professional services are among the many industries whose employees benefit from these programs. And size

This year’s Deloitte Global Human Capital Trends report states 79% of HR leaders report their single biggest challenge

is retention and engagement.

Over 90% of Leverage Concierge clients see a decrease in turnover rates of 13% and a decrease in recruiting

costs of 18%.

Employee engagement is increased year over year with an average 15% increase in employees stating their workplace

is a “best place to work.”

Page 2: How Concierge Services Can Improve Your Company’s Bottom … Concierge Services Can Improve Your Company’s Bottom Line ... By delegating personal tasks to a concierge, employees

Industry innovator, Cathy Leibow is Senior Vice President of Leverage Concierge. With an impressive 25-year track record of building great places to work, Cathy has helped retail giants like Nordstrom and tech powerhouses like Apple attract and retain top talent and bring anytime, anywhere personal assistance to businesses worldwide.

Contact Leverage Concierge for more [email protected]

Scan this QR code with your smartphone to visit the Leverage Concierge website.

Powered by ACI Specialty Benefits.

doesn’t matter—companies as small as 100 employees to those with over 100,000 employees can utilize these services.

How Cost-Effective Are Concierge Services?Employers can easily offer a cost-effective concierge program. Many companies start by providing a telephonic and/or web-based service and gradually add onsite concierges and/or errand runners (for selected locations) as needs and budgets change. Offering on-site staff definitely results in a personalized program with higher utilization and a compelling return on investment.

Typically, concierge programs are employer sponsored and are priced based on the total number of employees, services offered and anticipated utilization. There is also a start-up fee for a customized website and all of the initial communications materials. For onsite concierge models pricing is based on amount of staff and geographic locations.

Examples of unique concierge requests and client testimonials from Leverage Concierge users include:

• Planning a 10-year wedding anniversary at an exclusive bed and breakfast in Hawaii

• Securing discounted Disneyland tickets, hotel and car rental for a family traveling from the Bay Area

• Coordinating onsite gourmet food trucks that offer a selection of cuisines, including vegan meal delivery

• Arranging a pet adoption after a family pet passed away suddenly

• Acquiring hard-to-get Super Bowl tickets for a family reunion

• Organizing ‘Voluntourism’ vacations for families looking to assist the less fortunate

By providing a concierge program, your company will be offering an innovative service that is sure to get rave reviews from employees! By delegating personal tasks to a concierge, employees will simplify their lives, and, therefore, improve their work/life balance, morale and productivity. These programs also increase employee recruitment and retention, and contribute to efforts to become a “best place to work.”