The term “white glove service” originates from the white gloves worn by English butlers, symbolizing their dedication and respect for those they serve. It signifies premium customer service characterized by meticulous attention to detail, personalized care, and a proactive commitment to exceeding expectations. This exceptional service ensures all customers receive top-tier experience by prioritizing their needs, personalizing interactions, and preemptively solving problems. Over time, the phrase has come to represent any service emphasizing flawless execution and special care. Today, Merriam-Webster defines it as “marked by special care or attention; meticulous.”
Like all consultants at HRchitect, I strive to incorporate the pillars of white glove service into all aspects of my daily consulting work.
Develop hands-on relationships built on authenticity, empathy, and understanding.
Whether working on an implementation project or collaborating with a concierge-managed support client, building trust and rapport is essential for creating lasting partnerships where the client feels valued and understood. It is important to approach every conversation with a listening ear and genuine care for their needs and concerns. Given the significant time spent together, forming authentic connections with project team members while maintaining authenticity and transparency is crucial. I often say in my introduction calls, “We’re going to become best friends!”
“As someone who has been a part of many implementations, I have never worked with such amazing people as Jasmine and Ryan. Always so attentive and willing to help. Also- KIND and Patient…something that seems to lack everywhere generally nowadays. Couldn’t recommend enough!”
Personalize the experience.
No two companies have the same processes or policies, so you must tailor the experience to fit each client and project team’s unique needs, preferences, processes, strengths, and weaknesses. We develop project plans and deadlines that are attainable and align with the client’s goals while ensuring flexibility to accommodate any changes or new requirements that may arise.
“Jasmine was a blessing in disguise… I can’t say enough about Jasmine for spending countless hours day and night with me to make sure we did not push our go-live date.”
Know the product; be a Subject Matter Expert.
Knowing and understanding the product is vital. As a subject matter expert (SME), you must be familiar with best practices and discuss them confidently and accurately. Staying current with product training, new releases, and enhancements while approaching everything with a willingness to learn is critical.
“Find the best Consultant. Demand better. Work with a Partner that is knowledgeable and committed. She gave 1000% to get this project completed. Her knowledge and follow-up are what got us through.”
“Very good at explaining the process step by step…and willing to repeat. Always willing to help and to be available when needed.”
Speak up, work towards future state solutions.
By using best practice methodologies, advise clients to focus on the future state needs of their organization rather than merely “lifting and shifting” current processes. Each HCM software is unique, and a company may choose one over another for several reasons. I aim to help clients utilize their chosen system to its fullest and optimize their approach. When discussing the system and best practices or addressing obstacles, I’m not afraid to speak up and ask questions, encouraging the client to think differently or see another perspective.
“They are much more than just a team to help implement. The HRchitect team helps advise and overall design the platform to meet the needs.”
Prioritize client needs and accelerate resolution by addressing them with precision and efficiency.
Working in the payroll and HR industry, I know firsthand that encountering a critical error or losing a team member can feel like the world is crumbling. Quick problem-solving and effective solutions that go above and beyond to “save the day” and minimize disruption to a client’s operation are crucial.
“I had an excellent experience collaborating with Jasmine. She was consistently responsive and eager to tackle any problems while finding solutions to all inquiries.”
“Finding dedicated employees that care about their customers and doing whatever it takes to complete a job to the end is something you don’t see anymore.”
From proactive communication with timely updates and regular check-ins to anticipating needs with acute attention to detail. Keeping white glove service top of mind helps to exceed expectations, provides experiences clients rave about and creates partners for life!
“We were incredibly blessed from day one and must have drawn the right straw for a winner. Jasmine has been the blessing we didn’t even know we needed.”
“I appreciate all of your hard work. We hit the jackpot with you!”
“You have been such an asset to us! I don’t think we would have been able to do this without you. Please know how much you are appreciated.”
These quotes are just a small sampling of the great feedback our consultants get from their clients daily. To read more great reviews from HRchitect clients, check out our 225+ reviews on Raven Intelligence.
Contact us today to start your partnership with HRchitect. Our white glove service includes concierge-managed support, implementation services, change management, and HCM system evaluation and selection. Your first engagement with HRchitect is the beginning of our white glove service for you and your organization. And it continues as our HRchitect consultants work to create a relationship that lasts for years.
About the Author
Jasmine joined HRchitect after gaining significant experience as an HR practitioner. As a Senior Implementation Consultant, she holds U.S. and Canadian UKG people center/pay certifications. Her hands-on practical experience as a client includes navigating the implementation process with a previous organization. This experience gives her a unique perspective that she brings as an HRchitect consultant. Jasmine is a champion of providing white glove service to her clients.
Outside work, Jasmine enjoys spending time with her husband, son, and two dogs in sunny San Diego.
Learn more about Jasmine on LinkedIn.