Speaking at ITB Berlin 2019, on Luxury panel Doug Lansky presented the 7 points on how to attract and impress luxury customers.
1. Treat everyone well – it could be a travel writer or wealthy person
2. Warm welcoming
3. Mistakes are an opportunity to win customers
4. Never say “NO”
5. Provide WOW effects and surprises
6. Be interested
7. Always go a step beyond!
Luxury panel guests Steve Kalthoff (Quintessentially Germany), John Paul Group’s Frédéric Martinez and Fairmont Hotel Concierge Amadeo Musto D’Amore agree: knowledge, local relations, and pay-back is key for excellent luxurious service quality!