Nine requests for a concierge service to save the day

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In the realm of private wealth and family offices, where discerning clients seek nothing but the best, the demand for exceptional service and unforgettable experiences is paramount. Concierge services are expected to curate bespoke experiences that surpass expectations, step in when there’s a family or social emergency and sometimes fulfill nearly-impossible requests.

At Modern Concierge Inc., we primarily work with people who are looking to carve out precious time. Serving busy North American professionals and affluent families, we manage daily complexities so they can focus on what matters most to them — such as quality family time.

In addition to serving individual clients, we also partner with corporations, including those in private wealth management, insurance, and real estate. These businesses are often looking to enhance their offerings with exclusive experiences, such as VIP access and high-touch concierge services, tailored for their affluent clientele.

While this is the majority of what we do, we have had some more unusual requests. Here are nine examples:

1. A costume right out of the movies: Some people spare no expense for Halloween or costume parties. One client decided to take his costume to the next level by requesting a custom-made Batman outfit designed by the same professional who created the costumes for the Batman films. Yes, we found the specific designer and the exact costume.
2. Castle dining in Cognac: We had a client who particularly felt connected to Cognac, France. This little town with a big castle was picturesque and unique. It also helped that cognac was his preferred drink. We arranged a helicopter ride for our client and his friends to the town, followed by a private dinner with a renowned chef amidst the historic charm of a castle. To help soften the blow of returning from the high of the trip, we arranged for him to return to a clean house, his fridge fully stocked, his pool repaired and his favourite cognac waiting for him on his kitchen island.
3. A plane for puppy: When a client went on vacation, they originally thought their dog would be fine at home for a week. But pets are like family and, after arriving at their destination, they decided they wanted their furry companion to join them. We arranged a private flight for their dog, with its favourite toys and food. And it turned out we needed to switch their hotel accommodations to a pet-friendly option.
4.  Lunch with a racing legend: One of our clients was hoping to meet his favorite athlete. The world of F1 racing had always fascinated him, and, as it became more popular, he discovered that his clients were also interested in F1. He not only got to meet the racer but also connected with his idol on a deeper level over lunch in a private room at a sought-after restaurant.
5. Instant reservation: While in New York, a client needed a last-minute reservation to impress a client. With our extensive network and strategic partnerships, we secured a last-minute reservation within an hour. While they were out for dinner, he asked us to send his girlfriend twelve dozen roses and her favourite rare bottle of Italian red wine because she couldn’t be there.
6. The dog ate her toy: If you’re a parent, you’re likely familiar with that one special stuffed animal your child can’t sleep without. When a client’s dog destroyed their 3-year-old’s favorite discontinued toy, she was at a loss. With her dog ill and her daughter in tears, she struggled to manage the crisis. Unable to find a replacement online, she turned to us. We began our search, and, after a bit of detective work, we located a replacement. Within hours, it was on its way, arriving at their doorstep by the next business day.
7. Last-minute event rescue: During a client’s annual Super Bowl party, a critical hiccup occurred: Both his serving staff and the hookah bar he had arranged independently cancelled at the last minute. This is where our strategic partnerships with key industry professionals are critical. Within three hours, we secured a highly skilled bartender and an elegant hookah bar. We were told the guests left thoroughly impressed.
8. Sold-out birthday present: A few years ago, during the height of the PS5 scarcity, one of our clients was desperate to gift her son the coveted PlayStation video-gaming console for his birthday. The challenge was significant: PS5s were sold out everywhere and not available for direct shipment to Canada. Leveraging our North American network, we sourced a unit from the United States. Our American partners helped us circumvent shipping restrictions by securing and forwarding the PS5 to us. Aware that the console would not arrive in time for the birthday, we assembled a box filled with his favorite candies and a hidden PS5 controller, accompanied by a note promising that the console was en route, and keeping birthday spirit alive.
9. Mom gets dream drive: A client approached us with a heartfelt request: She wanted to surprise her mother with a once-in-a-lifetime experience from her bucket list. Her mother had always dreamed of riding in a convertible Porsche; not to own one, but simply to savour the thrill of it. We located the exact model she desired and had it driven five hours to her mother’s location. The joy and excitement her mother expressed upon seeing the Porsche were immeasurable and we were told the experience deepened the emotional bond between mother and daughter.

Alix Stark is Partner and Head of Business Development at Modern Concierge Inc., a Toronto-based luxury concierge service that works with UHNW clients and family offices.

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