Would you like to offer excellent services to Luxury customers? Let's start from a fundamental concept: each of us has his own concept of "luxury". Some identify it with the time to be allocated to what they most want to do. Others associate it with priceless objects, such as a red flaming Ferrari or an immense villa with swimming pool and spa. What could be the concept of luxury in the service sector? Have you ever wondered – for example – how do professionals in this sector acquire and retain “high-ticket” customers by offering an excellent service? Maybe you don't know, but they have a secret and I decided to reveal it to you. In this book, I will share with you techniques, secrets and practical strategies aimed at understanding what Luxury customers expect from you, so as to offer them a service of absolute value, definitively defeating the competition. Whether you are a professional with years of experience behind you or a simple novice apprentice, in this manual you will find everything you need to develop a successful luxury business.
HISTORY AND DEFINITION OF LUXURY
- Why luxury has always been seen as a negative factor by society.
- Why, in order to provide a service of excellence, is fundamental the understanding of the basic needs of luxury customers.
- Which is the real definition of “luxury”.
HOW TO SATISFY DIFFERENT CATEGORIES OF LUXURY COSTUMERS
- The real secret to effectively impress your customers.
- The importance of anticipating the customers’ needs to gain their trust.
- How to identify the different categories of luxury customers.
HOW TO IMPRESS CUSTOMERS IN 3,76 SECONDS
- Why making a great first impression is crucial to positively impress the customer.
- Which are the main aspects to develop in order to effectively communicate with a luxury customer.
- The most effective way to impress a “high – ticket” customer.
HOW TO COMMUNICATE EFFECTIVELY
- The secret to communicate effectively over the phone.
- How to identify the Complaint Makers in order to manage them properly.
- The importance of emotionally “binding” the customer to the purchase.
HOW TO DEVELOP A PROFESSIONAL MINDSET
- Which is the main quality that a professional in the luxury sector must absolutely have.
- How to find the right motivation to continuously improve yourself over time.
- Why developing a professional mindset is critical to providing quality services.
THE AUTHOR
Giuseppe Angelo Di Sandolo since childhood, has had a strong propensity for hospitality and in 2002, during university, he started working at a 5-star hotel. From here Giuseppe interfaces with the world of luxury and is strongly fascinated by it. After receiving multiple awards, including international ones, for the excellent service performed, Giuseppe creates a management software, for which he files a specific patent, to help speed up communication between departments by up to 500%, compared to the traditionally used method. Since 2013, with the One Luxury Day, it has helped many companies and people to create luxury events and special and emotional experiences, as well as providing multiple consultations aimed at providing excellent customer service. He has created video courses revolving around Hospitality for institutes like Welevel Academy, Lazio Turismo and Elis Institute. Lately, he has been a speaker and moderator at Hospitality Day and Luxury Hospitality Conference which were held in the year 2021. For One Luxury Day, Giuseppe and his team won a Luxury Lifestyle Award for the Best Luxury Experiences in Italy 2021 and Best Luxury Concierge Travel 2022. Giuseppe as a team Manager made a Guinness world record Roma-Nordkapp in Ferrari. Lastly he received an honoris causa degree in Hospitality Management.
