Eric Friedman – Marketing.fm

Customer service is very important. Luxury buildings justify their prices by having superb concierge services and tout massive staff on hand to help you at any request.

I recently read about Virtual Doormen becoming more of a reality, and it got me thinking about customer service.

Does this service justify a higher price tag due to the efficiency, safety, and high tech aspect to a building?

Does this service take away from the prestige of a real person and the value of having someone you “know” and them “knowing you”?

I think its an interested filter to look at this problem in two ways:

1. it adds value
2. it detracts value

I live in New York City where there are plenty of Doormen, all in unions I think, and it makes me feel safer. I also know that many buildings say they have a huge staff which is a draw to many people. As more high tech options become “better” I am wondering if people would tolerate this practice.

I think the answer is no for awhile. We may start seeing more oversight and integrated virtual doorman systems, but there will not be a mass exodus of these folks for some time.

I can however see new developments and areas that previously did not have such levels of service building these systems into their gatehouses, entryways, garages, etc… in hopes of charging more.

In a world where your company, service, or product is judged by every angle – it is important to think about how a “cool” or “high tech” option may not always be the best choice.