Illinois, but available in Wisconsin. We got a phone call from Timo Nequin who was an incredible concierge here with us for a time, who says he is in Wisconsin picking up the bottle from a purveyor on his off day. I remember thinking at the time; I have never seen this up close before; that’s crazy, the guest didn’t press for this bottle and was open to others. To this day it’s probably one of the more powerful learning moments I ever experienced in terms of how to think about the guest, what they seek, how to obtain the unobtainable, how to create magic, where to begin when digesting a guest request, how to break it apart sort to speak, then attack it to completion, so many lessons. I don’t have to tell you, but the guest was blown away beyond belief.
This last one is subtle, will not appear unusual, but carries weight:. We have an international regular, very particular about many things; and has experienced the absolute best our city has to offer on multiple occasions. We earned their trust over several years and developed a keen understanding of their likes and dislikes etc.; down to the time they eat every day. Their last visit approached within a week or so and we noticed this and reached out to them in anticipation of their return. Within this exchange we remarked to them that they hadn’t booked any dining – lunch nor dinner over their 5 days stay. Their reply, “Oh! We didn’t have time; you know what we like.” This is what it’s about, what made our day, guest trust. We looked at their last several months of dining we assisted with and based on this booked their lunches, dinner, picked new venues tuned to their palates and dietary notes, set the times, and sent the itinerary back to the client for approval. And of course, they did.