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DEC 2007

Latest Luxury: The Store Concierge†

Retailers Kick It Up a Notch To Coddle Affluent Clientele

Wall Street Journal, December 20, 2007 — Not long ago, Mark Krug, a concierge at the Rosewood Mansion on Turtle Creek, dealt with a panicked hotel guest who had arrived at 10 p.m. in an irreparably ripped pair of pants.

The executive had an important business meeting the next morning and needed new slacks to match his suit jacket. Mr. Krug knew exactly what to do. He dialed the cell phone of the concierge at the Dallas store of luxury retailer Barneys New York. The concierge, Gary Jackson, who goes by the name Jackson, opened the locked store, scooped up some potential selections and brought them to the hotel by 11 p.m.

"It made us look good and it gave Barneys fantastic customer loyalty," say Mr. Krug. "I call what Jackson does 'making magic.' "

Category: Customer Experience
Tags: Luxury, Retail

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