Going that extra yard
While many business centres offer basic ancillary services, The Executive Centre has made use of its experience and network developed over the past 15 years, to launch a business concierge service for busy executives.
'The Executive Centre delivers a premium level of service. It's based on a culture of listening to clients, identifying their needs, and then fulfilling them,' says company chief executive Paul Salnikow.
'We offer serviced office solutions and business support solutions, the latter organised under our business concierge services programme.'
Hong Kong clients can contact a client service associate based in one of the city's six business centres, or access the service through the online portal.
'The business concierge services are an important part of who we are and what we do,' explains Salnikow.
'It is also a major revenue earner, generating over US$40 million annually across our 40 centres.' The Executive Centre offers more than 30 types of business concierge services.
Client requests can be addressed directly or through the internet. Most services are business-related, such as video conferencing, seminar management, company formation in Hong Kong and the mainland, opening of bank accounts, website hosting and design, translation or interpreting, accounting, auditing and human resources, and relocation and accommodation.
The business concierge service is active 24 hours a day, every day in every serviced office of the existing 16-city network.
If the client needs to have a video conference with another continent in the middle of the night, the business centre opens its doors and provides the required service.
'We have helped clients have suits made, arranged for team-building weekends and sent flowers on behalf of clients to their mothers on multiple occasions,' says Fiona Lo, a client service associate.
When the company cannot fulfil a service directly, it recommends an outsourced provider who can.
All service providers have been carefully selected and evaluated and many have been working with The Executive Centre for years.
'Nothing surprises me, we are very well prepared. We have a strong professional network of companies who work with us,' says Lo.
Salnikow says the secret to having a successful business concierge service is to hire a talented manager who can listen, research, propose solutions and carefully follow through with a course of action, and importantly, one who can provide training to staff to do the same.
'Our clients will be offered the highest grade of service for the best possible value,' he says.