The Newest Luxury in Apartment Living? ‘Concierge’ Field Service

You know that awkward one- or two-week-long phase (and hopefully not more) when you move into a new place when you’re still living out of boxes, and haven’t gotten your phone lines, Internet access, or cable TV hooked up yet?

Well one luxury high-rise in Manhattan — the One MiMA (Midtown Manhattan) Tower, to be exact — is apparently doing away with that camping-in-your-own-apartment feeling, by offering a “concierge” field service operation that promises to get all your wiring hooked up, mount your flat-screen TVs wherever you like, and generally get your new apartment into living order before you even move in, so on Day 1 you’re fully plugged in.

The New York Times wrote about the service in Monday’s edition, describing how the operation, which consists of 20 techs, handles setting up new tenants’ home entertainment systems, cable TV, phone and fax lines, and WiFi networks.

“For new residents of One MiMA Tower, there is no charge for a one-hour consultation and the first hour of installation service, which [Daria Salusbury, a VP for Related Companies, which developed the high-rise] said should be enough to cover mounting a television, for example. New residents of MiMA receive only a free one-hour consultation. Beyond that, Related charges a lump sum for the most complicated jobs, but most smaller jobs will be billed by the hour, at a rate to be determined, but competitive with what a chain store like Best Buy would charge.”

We’ve seen field service and customer support services really come into the spotlight for a number of retail and especially TV companies in the last few years, as service is being seen more as a differentiator with price competition so fierce. But for property owners to offer this sort of “concierge” operation seems rather new. Could it be the wave of the future?

More: Customer Service Is Your Best Salesperson: A Q-and-A with TSIA’s John Ragsdale.

Click here to download a free whitepaper, “Five Steps to Make Field Service Profitable.”

ABOUT Ian Stewart

Ian is a veteran journalist who has covered sports for various news outlets. Previously, he was managing editor for an electronic-book publishing company and a public relations writer.