Second, even though I no longer work for the company, I have to say I am surprised at the amount of comments here that have absolutely nothing positive to say about their experience with American Express Concierge.

It’s true; it would have been nice if the representative had made the appointment on your behalf. But clearly, as they did not have your permission to provide the dealer with your personal information, they were being sensitive to the fact that perhaps you didn’t want them to release your charge card number to a third party. Personally, I would appreciate the gesture, as opposed to them assuming they are allowed to release such private information.

Furthermore, the people that I worked with at AmEx Concierge (for the most part) worked very hard, every day, to try and do exactly what the card holder requested. I myself had requested to receive calls on my days off or while I was on vacation to assist in completing my card holder’s requests, so that they were completed properly and to the card holder’s satisfaction. I used to work 14 hour days, so that I would be able to finish all of the requests that my card holders had asked for. One of my card holders sadly passed away, and I sent his family flowers that I paid for out of my own pocket, because I had worked so closely with all of them for over a year. If that is dedication, than I’m afraid I don’t know what is.

Undeniably, there are times when the concierge won’t be able to fulfill the request for you. I can’t even count the amount of times I had to tell a card holder I was not able to get them their dining reservation/theatre tickets/private yacht in the middle of Nevada. But that doesn’t mean that it is an invaluable service, or that it was a waste of your time to speak with them. If anything, your complaints (especially those of the current and former employees), do nothing but to belittle and devalue the people who actually try their best to do exactly what they are asked for, regardless of how outrageous or unreasonable.

They may not always be able to get you the moon, but they’ll work themselves to the bone trying to do just that, and all you had to do was ask. Perhaps a little leeway is in order?

Funny I never saw managers play solitaire or berate employees. I saw concern about stupid check ins, but when my bonus was kickass I was glad my TL managed me the way they did.

Anyway, I just wanted to say that it was sad people were let go but if you don’t work there anymore it may be time to move on. Me included.

To be honest, I understand where meena is coming from. The objective of Circles is to make life better for others, but they seem to make life worse for there employees. You need to help yourself before you can help someone else. I’m sure eventually the lack of care for employees caught up. The turnover rate was insane there. Managers didn’t care which lead me to believe the owners didn’t either. As long as the money was rolling in, they were happy.

They wanted us to “up service” clients to wow them but pressured us so hard and made us fear for our jobs so much that eventually “up servicing” to ensure great customer service turned into irrellivant up selling to add $$$ into the executives pockets.

In terms of fake, So correct.
Why not just tell customers, we use ticket master, we use sites and means of fullfulling requests in the same ways you can. There is still value in concierge as a “I don’t have the time” or “Can you help me?” tool. I’ve seen people get ripped a new one when a customer found out they lost tickets because they called concierge, waited on hold for 10 minutes to be told tickets are sold out when the 10 to 15 minutes they spent calling, they could have logged on to ticketmaster themselves or called the resturant themselves.

I’m not knocking Circles entirely, the service is great and some employees put in great pride and care to fulfull customer requests, but at the same time, managment consisted of people who moved up from a lower position only because the avoided Trumps famous words. Then these people feel they are above the world and can become careless and eat/chat rather than support the employees they manage.

I’ve had too many occassions of staff faults that caused irrate customers where the customer demanded a manger. No big deal, accidents happen, staff mess up everywhere, but when a manager says, “Tell them I’m not available” and takes a bite of her sandwich and gets back to playing a game of Solitaire, I think there is something to be concerned about. And the managment/hr friendship setup left no room for complaints, because if you complained about Sadaam or Hitler… End of the road for you.

I can say, I was dismissed there on understandable terms since my car was stolen and while I tried to handle that situation and find a new car, I was having a hard time getting to Circles due to location. I asked for some consideration, was told I could arrive late if need be since the transit schedule in developing Burlington is either arrive 2 hours early or 5 minutes late. But after a few lates, I was given the boot. A little back stabbing if you ask me, but hey, now my career is on a way better path than the person that got me canned.

I almost wish at times, I could manage a part of Circles and make some changes to ensure a lower turnover rate and better service in result, but I guess I jumped ship at a good time. Lucky me. And as soon as i’m done obtaining my business management diploma, I think I might even start a concierge service myself and be happy I learned what NOT to do from Circles.

I’m sure I can assemple a team of atleast 20 or more within a couple weeks.

AMEX…. Call me

Also…. I own my own business support company now. Sort of like a concierge for businesses. There are monthly subscriptions that allow a number of requests to unlimited requests. Requests being things like, setting dining/hotel reservations for employees, arranging travel, ordering supplies, sourcing services like photography, graphic design etc, Mailing, Promotional items. Almost like an office admin away from the office and costs less than the average salary of an office admin.

Those interested can contact me at runnerservices@live.com

Service is available. Website is in the building stages.

INSIDE THE UNITED STATES:

If the card holder has a billing address in the United States, they call into one main number (877-877-0987) and speaks with a Concierge.

The Concierge representative is employed by a company called Circles.

Circles has three offices: one in Boston, MA, one in Chelmsford, MA, and one in Burlington, Ontario. Therefore, the call will be routed to one of these three offices.

OUTSIDE OF THE UNITED STATES:

If the card holder has a billing address in any other country, they call in to something called “Lifestyles.” There are many different “Lifestyles” offices (Lifestyles UK, Lifestyles France, Lifestyles Tel Aviv, etc…) and you call into the office where your billing address is.

Now, if the cardmember has a request that relates to their home country, then that Lifestyles team will assist them (example: someone in France wants reservations in Paris, so Cardmember calls Lifestyles France and Lifestyles France takes care of it)

If the cardmember has a request that relates to any other country EXCLUDING THE UNITED STATES, then the Lifestyles rep will transfer it to the appropriate Lifestyles Team (example: cardmember in France wants dining reservations in Tel Aviv… so Cardmember calls in to Lifestyles France, and Lifestyles France will contact Lifestyles Tel Aviv)

Finally, if the cardmember has a request that relates to the United States, then the Lifestyles Team will contact the US Concierge (example: cardmember living in France wants dining reservations in NYC…. cardmember would call Lifestyles France and Lifestyles France would contact the US Concierge)

and just FYI… if a US cardmember wants anything anywhere in the world, the US Concierge takes care of it, we don’t transfer anything to Lifestyles.

According to the information I have, they have outsourced their concierge services only in US & Canada.

I have never been so monitored or controlled in all my 25 years as a working adult.

They say they want to be “an employer of choice” and then set about to constantly prove that a lie.