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“Just finished reading your Concierge Manual book and thought it was fantastic. At the beginning of reading it I kept thinking “Am I being silly thinking I can go ahead and actually do this and not fail at it” but by the end all I can think is GO FOR IT! Thank you, your book and the way it was written has put a lot of negative thoughts out of my head and butterflies in my stomach. True star! You are a true inspiration and I mean that from the bottom of my heart. You have helped me start my journey and I cannot thank you enough for that.” Amanda D.


The Concierge Manual

“The Concierge Manual is an AMAZINGLY AWESOME resource. I go back to it again and it again!! It’s been my best friend during the first year and a half of building my business.” Jamie Bennett

Industry expert Katharine Giovanni gives you all the tools you need to create a successful concierge, lifestyle management, errand service, or personal assistant company.

In this definitive and popular guide, now in its fourth edition, Giovanni covers the basics of starting a new company—from creating a business plan to handling the day-to-day logistics to developing attention-grabbing marketing materials. PLUS, she packs this valuable resource with sales ideas, marketing tips, sage advice on topics such as insurance, and much more.

“Just wanted to let you know that i bought your book here in the UK “The Concierge Manual” it changed my life. In my life i was trying many different businesses, with variable results. Your book made me realize the skills i really possess, that was in the first few pages. I was doing lots of positive thinking, audio listening, writing notes & learning about the “The Law Of Attraction” it really works, because it led me to your book & that is no coincidence. The book arms you with a barrel of information, which can go unnoticed by the conscious mind. But reading the book reprogrammed my subconscious mind so deeply that i become aware of the unnoticeable. I have not launched the business yet, as i am still building the roots & building my website. I am following your instructions from the book. I cannot even think of a price to put on the book, because it’s an industry that is still a mystery to many people so the information is small. The book is really a classic book, one that guides you to be yourself & create your own ideas. Thank you Katherine for writing the book, you have played a role in my life development & my contribution to the universe. I can extend my value further than i even realize. Sending you blessings & love for your life.” Lee Webbe

Here’s what you’ll learn:

  • Why people and companies use concierges and why it is a business poised to explode in the coming years.
  • How to find your niche market. Do you want to create an on-site, lobby, or corporate concierge service?  Or are you looking to serve individuals?
  • How to run a concierge business and structure your company for success.
  • What services to offer.
  • How to set fees.
  • How to sign up top vendors and negotiate commissions from them.

From small boutique concierge services to large corporations, this manual will help everyone.

Giovanni started her own concierge business in 1998. She is an internationally recognized concierge consultant, who has worked with thousands of companies and individuals from more than forty countries and every U.S. state. Tap into her knowledge and experience. She knows what she’s talking about—and it’s all in The Concierge Manual.

“Just wanted to let you know how much I enjoyed reading The Concierge Manual. It was extremely helpful as I have been considering opening my own concierge service. Your book opened my eyes to a couple of things I hadn’t considered.Thank you for sharing your insights and I look forward to reading your other books soon!” Kari 

concierge manual workbook cover


Table of Contents for The Concierge Manual



Chapter 1: What Exactly IS a Concierge?                         

Chapter 2: Fifty-Two Ways to Use a Concierge   

Chapter 3: Niche Markets                                                  

  • Hotel Concierge
  • Hospital Concierge
  • Dry Cleaners Offering Concierge Services
  • Meeting/Event Concierge
  • Mall and Airport Concierge
  • Wedding Concierge
  • Concierges Specializing in Divorcées and Singles
  • Corporate Concierge
  • Seniors Are a Huge Market Right Now!
  • Funeral and Hospice Concierge
  • The VIP Concierge
  • Partnering
  • Security and Valet Parking Companies
  • Just Choose One or Two Niches

Chapter 4: What Skills Do I Need to Become a Successful Concierge?

Chapter 5: Business Basics

  • Company Formation
  • Sole Proprietor
  • Partnership
  • Corporation
  • S Corporation
  • Employer ID Numbers (EINs)
  • Company Name and Logo
  • Legal Issues and Contracts
  • Accountant
  • Insurance

Chapter 6: Your Business Plan

Chapter 7: Getting Started

  • Letterhead and Business Cards
  • Brochure
  • Setting Up Your Databases

Chapter 8: Website Creation Made Easy

  • Basic Computer and Internet Skills
  • Creating Your New Website
  • E-mail vs. URL
  • Internet Service Provider
  • Setting Up Your URL
  • Building Your Website
  • Finding a Web Hosting Company
  • Web Publishing
  • Search Engines
  • Preparing Your Site for Submission
  • Submitting the Site
  • Link Exchange
  • Other Options to Drive Traffic to Your Site
  • A Marketing Caveat

Chapter 9: How to Set Your Fees

  • It’s All about the Money
  • How to Set Your Fees
  • Establishing Your Daily Labor Rate
  • Establishing Your Overhead
  • Fees: How Much Do I Charge?
  • Individual Concierge Services
  • Corporate Concierge Service
  • On-Site/Lobby Concierge Service
  • How Is the Client Going to Pay for Services?
  • Concierge Accounts

Chapter 10: What Services Should I Offer?

  • Concierge Services
  • Personal Assistant Services

Chapter 11: Event Planning (this chapter is included in the revised 4th Edition, ONLY available on this website)

  • Budgets and Clients: Important Questions to Ask
  • Site Selection: How to Find the Perfect Site
  • Contracts: Look for What Is and Isn’t There
  • Logistics: Creating the Event
  • Food and Beverage
  • Registration: Nametags
  • Registration: Location and Staff
  • Photographers, Florists, and Decorations
  • Entertainment

Chapter 12: Business Proposals

  • Media Kit

Chapter 13: Logistics

(What to Do When the Call Comes In)

  • Sample Scripts

Chapter 14: Service Vendors and Commissions

  • Commissions
  • Interviews and Contracts
  • Where Do I Find Service Vendors?
  • List of Service Vendors
  • How Do I Get Commissions from Vendors?

Chapter 15: Errand Service

  • Setting Up Your Errand Service
  • Should I Hire Independent Contractors or Employees?
  • Finding Errand Runners/Personal Shoppers
  • Accepting Credit Cards and E-commerce

Chapter 16: Staff

  • The Hiring Process

Chapter 17: Sales and Marketing

  • Know Your Business
  • Professional Image
  • Speech
  • Manners and Etiquette
  • The Handshake
  • Sales Presentations
  • Sales Techniques and Tips
  • Relationship Marketing
  • Your Marketing Plan
  • The Six-Step Marketing Plan
  • Thirty-six Ways to Market Your Business
  • The Ten P’s of Success

Chapter 18: Customer Service Can Make or Break Your Business

  • A Few Customer Service Tips
  • The Customer’s Basic Needs
  • Unhappy Clients
  • Competition

Chapter 19: The Media and Press Releases

Chapter 20: Nothing Ventured, Nothing Gained

Chapter 21: Half-Empty or Half-Full? It’s Up to You!

Chapter 22: Emerging Trends in 2014

Chapter 23: Helpful Information

  • Websites
  • Books
  • Bibliography

Appendix: Sample Forms and Applications

  • Sample Employment Application
  • Sample Client Application
  • Sample Vendor Application
  • Sample Vendor Proposal
  • Sample Driver Trip Sheet
  • Sample Errand Order Sheet
  • Sample Errand Order Sheet
  • Sample Daily Dry Cleaning Trip Sheet
  • Before You Leave Home Checklist
  • Sample Services Questionnaire
  • Sample Services Questionnaire
  • Sample Concierge Job Descriptions
  • Sample Concierge Job Descriptions
  • Sample Concierge Company Employee Handbook
  • Sample Performance Evaluation
  • Example of a Concierge Service Business Plan

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