We Are Poised

Learn about who we are, what we do and what drives us as a team.

Who We Are

Who We Are

  • We are a luxury concierge. 
  • We provide lifestyle management services to high-end clients. 
  • Our guiding philosophy is that life should be enjoyed, not endured. 
  • As such, we take the stress away and take care of our clients’ needs to free their time up to enjoy the finer pleasures of life. 
  • In addition, we show them how to enjoy those finer pleasures as well :)

What We Do

We specialise in: 


  • Luxury property sourcing and management
  • Bespoke sourcing and lifestyle management
  • Shopping and Styling


While we service local clients (especially with our shopping and styling package) our key focus is on international clients.


We strive to make non-resident individuals and their families feel welcome when they visit the UK on business or for leisure. 


We want Poised to be the household name for anyone visiting the UK, especially if they are coming to London.

What is your understanding of who we are & what we do?

What Drives Us?

Our Mission

This is the reason we are in business; why we log in everyday, answer calls, respond to enquiries and offer our solutions.

 

"To enrich lives one extraordinary experience at a time”

Our Vision

This is what we strive for. The reason we keep on going when the odds are down. What we hope to one day be known for – 

 

“Defining the global standards for international luxury concierge”

Our Values

Precision – We are thorough, meticulous and perceptive. We pay attention to every detail, picking up on non-verbal cues that enable us deliver to the specific needs of our stakeholders.


Dedication – We are committed, reliable, loyal and discreet in all interactions. We are trustworthy.


Resourcefulness – We are innovative solution providers. We project the ‘can-do’ attitude and have the competence to deliver regardless of any challenges we may be confronted with.


Brand Promise

"We will always go above and beyond to make our clients feel welcome, wanted, valued and cared for."


How Well Do you Know What Drives Us?

Our Mission: To lives one extraordinary experience at a time.

 

Our Vision: Defining the global standards for luxury concierge.

 

Brand Promise: We will always go above and beyond to make our clients feel , , and cared for. 

 

Poised Creed

Our Creed

I am Poised…

I have the can-do attitude. I use words and phrases like "Certainly", "I'll be happy to", "I will look into it", "Is there anything else I can help you with?" and "My pleasure". We always use positive language and come across as ready & willing to help.

 

I am respectful and welcoming…

I respect the needs, preferences, individual and cultural differences of everyone I interact with. I always answer clients with a smile. (Yes, even over the phone!)

 

I am attentive…

I have the insight and sensitivity to pick up on the small things, which help me meet clients’ unspoken needs, showing that I truly care.

For instance, I would make a special welcome and check-in arrangements for a client who has flown into London from Tokyo because of my understanding that they have travelled almost 24 hours and would be jet-lagged and tired.

 

I am thorough…

When I identify a problem or when an issue is brought to my attention, I own it, fix it and ensure the client is left feeling that their request has been addressed in full.

 

I am precise…

I am meticulous and I pay attention to every detail. I confirm that suppliers are vetted, ensure my communication is clear and concise, I make sure I have and understand each minor detail required to deliver to Poised standards and client satisfaction.

 

I am resourceful…

I always find the most efficient and effective ways to complete tasks, no matter how complex.

 

I am professional…

I am reliable and dynamic. I am always on time and I keep my word. I employ discretion and integrity in my interactions with all clients.

 

I always leave a good lasting impression … I am Poised

I take pride in my image. I convey a professional image in adherence to the Poised standards of dressing, writing and speaking. I follow through on all communications ensuring that every client or potential client has a pleasant experience with me - even if they do not commit to using our services.

 

I leave clients with that warm gooey feeling that only Poised Concierge can deliver.

How Well Do You Know Our Creed?

  • I have the can-do attitude. I use words and phrases like "Certainly", "I'll be happy to", "I will look into it", "Is there anything else I can help you with?" and "My pleasure". We always use positive language and come across as ready & willing to help.
  • I try to help but if I'm not sure of the answer I will respond with "I don't know", "I'm not sure" and "Do you want anything else?'
  • I respect the needs, preferences, individual and cultural differences of everyone I interact with. I always answer clients with a smile.
  • When I identify a problem or when an issue is brought to my attention, I own it, fix it and ensure the client is left feeling that their request has been addressed in full.

Our Client

Meet Alaina

  • Alaina is 35 years old; half Indian, half Venezuelan and was schooled in Europe and America, speaks German, Spanish and Italian languages.
  • She is an accomplished pediatrician who lives in the US with her Italian husband and their 3 children. She runs her private practice but periodically flies to other countries to attend to special cases.
  • She is also involved in a lot of charities and often travels to different countries for charity events, galas and of course for leisure.
  • She grew up under affluent circumstances and is not only used to luxury but she expects it.
  • She and her husband earn a combined income of £35,000,000 annually and they have holiday homes in Dubai, the Caribbean Islands and Brazil.
  • Her first child recently started boarding school in London and the family is considering buying a UK home. 

and her family...

Alaina’s PA, Jasmine

Alaina’s Husband, Carlo


What Do Our Clients Want?

  • They want consistency – working with people they already know. They want to work with people who are responsive and who deliver.
  • They don’t want to be bothered with details. They know what they want and want to work with people who respect that. 
  • They expect us to do our best and ensure every detail is covered.
  • They expect us to come up with a solution for their request/problems or give them an exhaustive and thoroughly researched alternative. This does not mean burying the client with an overload of information. The quality of the information always trumps the quantity. 
  • They expect us to pay close attention to details. 
  • They expect us to be in control, making sure things are carried through to the end. 
  • They don’t want to have to think about a request once they have asked us to manage it. 
  • They expect us to take the worry away from them. Once they have to follow up, remind, advise or prompt you, they will find alternatives or do it themselves.

Five Mistakes to Avoid

  1. We never assume or conclude that clients are frivolous and/or not savvy. 
  2. We understand that sometimes their requests may appear ‘over the top’ but they are shrewd, will only accept the best and many of these client work hard for their money. 
  3. We never assume that we can get away with shoddy/sloppy work/service. Our clients work hard, are well travelled and know what good service is. They will recognise shoddy/ sloppy work. 
  4. We realise that even the most friendly clients are strong willed; they know what they want and will not accept anything less. 
  5. We never assume that our clients have more money than sense; in fact, being wealthy means that they have a lot of sense!

Understanding Our Clients

  • We never assume or conclude that clients
    are frivolous and/or not savvy.
  • We understand that sometimes their requests may appear ‘over the top’
    but they are shrewd, will only accept the best and many of these client work hard for their money.
  • We never assume that our clients have more money than sense;
    in fact, being wealthy means that they have a lot of sense!