The art of creating a genuine experience has to be learnt, then translated into real added-value through the human touch.
What do the Royal Evian, the Hôtel Barrière Les Neiges in Courchevel, the Métropole Monte-Carlo and the Majestic Barrière in Cannes have in common? All have adopted the "luxury attitude"! Consultant Fabienne Farneti explains: "Luxury Attitude is a consultancy and training agency for people who want service to be a strategic differentiating factor in their brand development. In real terms, we develop what is known as "service design" for (and with) them, meaning appropriate ways of behaving at each key moment of a client's experience, for example arriving and leaving. This service design covering vocabulary and body language functions as a signature evoking the very identity of the place." It is the virtually indefinable "little something" that turns a simple visit to a luxury retailer or hotel into a delightful interlude; it means each contact between employee and client results in a unique, memorable experience because imbued with emotional added-value. Emotional indeed, as this is not about standard behaviours employed with all comers, it involves relegating technical skills – the "strings", if you like – to the background so the human touch becomes the real added-value. A notion absolutely indispensable in today's luxury world.
Par Alexandre Benoistw
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