The term concierge is no longer limited to hotel staff. Today, personalized and niche-based services are an expanding market.
The COVID-19 pandemic has transformed the way we live and work, and as a result, there has been a significant increase in demand for concierge and at-home services. According to a report by McKinsey & Company,1 the global demand for at-home services increased 30% across various sectors during the pandemic. Demand for food and grocery delivery services increased 30% globally, while the demand for online medical consultations increased 50%.
The concierge industry is poised to see continued growth. A report by IBISWorld2 predicts concierge services in the United States will grow by an average of 3.6% per year thru 2026.
The medical concierge industry is also expected to see significant growth in the coming years. According to a report by Grand View Research,3 the global medical concierge market is expected to grow 14.4% annually thru 2027.
Luxury concierge services have experienced a surge in demand, with Business Insider4 reporting a 25% to 50% increase since the pandemic began. Everything from personal styling to private yacht charters has seen increased demand from the wealthy seeking exclusive services.
Business Services
Concierge services are not just for the wealthy. In today’s fast-paced world, business owners and executives are constantly juggling multiple tasks and responsibilities. From managing teams and finances to marketing and networking, it can be overwhelming to handle everything alone. This is where business concierge services come into play.
Business concierge services provide personalized assistance to entrepreneurs and executives, offering a range of services to help them manage their workload more efficiently. These services can include administrative support, travel planning, event coordination, and more.
One of the primary benefits of using concierge services is time savings. By outsourcing tasks, business owners can focus on more pressing matters. Utilizing these services can also reduce stress levels, which can lead to better decision-making and increased productivity.
Another advantage concierge services provie is enhancing a company’s image. A well-trained and professional concierge can provide a high level of customer service to clients and stakeholders, which can improve brand reputation and increase customer loyalty.
Business concierge services can also provide a competitive edge. By having access to a team of professionals who specialize in different areas, business owners can tap into expertise and resources that they may not have in-house. This can help businesses to stay ahead of the curve and be more innovative in their approach.
The global concierge services market size was valued at $537.6 million in 2018 and is expected to grow 5.3% thru 2025. High-net-worth individuals are boosting the demand for personalized services to optimize their time. Source: Grandview Research.
Personal Touch
In addition to business concierge services, there are also services for families and individuals. These services are designed to help individuals manage their personal lives more efficiently. This can include tasks such as grocery shopping, running errands, making appointments, and even planning social events.
Medical concierge services, on the other hand, are designed to provide more individualized care, which can often mean longer appointments. The upside is direct access to your physician and reduced need to wait for insurance authorization before receiving treatment. Patients also benefit from personalized support and advice to help them make informed decisions about their health.
Continued Growth
The pandemic accelerated the need for at-home services, and it is expected that the trend will continue. Concierge services are becoming more popular due to their convenience and personalized support, making them an attractive option for both individuals and businesses.
Whether you’re busy running a business or your home, concierge companies offer many benefits. On the following pages, we highlight some local companies providing options to make your personal and business life a little easier.
Sources
- McKinsey & Company, “The great consumer shift: Ten charts that show how US shopping behavior is changing.” November 2020.
- IBISWorld, “Personal Concierge Services in the US.” March 2021.
- Grand View Research, “Medical Tourism Market Size, Share & Trends Analysis Report. October 2020
- Business Insider. “The coronavirus pandemic has increased demand for luxury concierge services as wealthy people seek help with everything from grocery shopping to evacuation flights”. May 29, 2020.
Custom Care Rehab
Owner, Amy McMillin, MSPT, ITPT
Tell us about yourself.
I graduated from Walsh University in 2006 with a Master’s in Physical Therapy. I have been a physical therapist for 17 years specializing in dizziness, concussion, and manual (hands-on) therapy.
What concierge service does your business offer?
Custom Care Rehab is a mobile physical therapy service providing wellness, orthopedic, and vestibular services at clients’ homes or offices. We work with patients’ primary care doctors and specialists to ensure consistent and appropriate care. Our services include assisted stretching; therapeutic massage; injury prevention; orthopedic treatments for low back pain, slipped discs, total joint replacements, and headaches; canalith repositioning, and vestibular adaptation.
How did you come up with the idea and how is it different from traditional offerings?
My specialty is vestibular disorders—people who suffer from dizziness for various reasons. When I worked for a hospital system, my patients would have to come to me. I always thought it was odd to ask dizzy patients to get behind the wheel of a car. My original idea was, “Don’t drive while you’re dizzy. I’ll come to you.”
Then COVID hit. As hospitals were shutting down their outpatient services, I knew people still needed help for their conditions and injuries. So I thought, why not bring the therapy to them?
I started out solo targeting the vestibular and concussion population. Since then, I’ve expanded services to include orthopedic and wellness and now have a total of four therapists.
To me, concierge therapy means providing complete convenience and ease to a client. Many of our patients are busy families who need appointments after school or work hours, busy professionals who prefer a session at work between meetings, or those who need weekend hours because of weekday time conflicts.
Those with children no longer need to find a sitter or pay for daycare to receive therapy. Senior clients or those unable to drive due to debilitating symptoms—or even the weather—can safely stay at home since we come to them. People really value the convenience.
Another aspect that sets us apart is that all of our services are client driven, meaning we book sessions as clients need them not when an insurance company tells us how many times a patient can be seen.
What is your service area?
We cover the greater Northeast Ohio region, including Akron, Medina, Bath, Strongsville, and Beachwood.
What do you like most about your business?
The freedom to really get to know my clients. We are never rushing through appointments and spend 60-75 minutes in sessions. I love that I get to meet people’s families and their pets and see them in their truest form. I really enjoy that bond we get to have.
Ohio Concierge Auto Purchasing
Owner, Barry Irwin
Tell us about yourself.
I have lived in Ohio for my entire life. I’m originally from Columbus but moved to Northeast Ohio when I was 12. I went to Kent State to study aviation and was on the path to becoming a commercial airline pilot before 9/11 changed everything. I then decided to focus on aviation management and ended up working for the Akron-Canton Airport for 17 years. I was most recently the Operations & Public Safety Manager there before deciding to join the Great Resignation.
What concierge service does your business offer?
Ohio Concierge Auto Purchasing is a complete car buying service providing automotive advising and negotiating on behalf of our clients. It’s easiest to think of me as your personal car shopper, almost like a realtor or travel agent, but for cars. I provide unbiased advice on different makes and models that meet your needs. This is especially helpful if you are confused or don’t have the time or desire to go through the car buying process alone.
Once I have all of your specifications, I locate the car and negotiate all aspects of your deal, from the price of the car (new, used, or lease), your trade-in, financing, and any extras, such as extended warranties or accessories. All you have to do at the end is sign papers and drive away. Most people would rather get dental work than buy a new car, so clients hire me to take the stress and aggravation out of the process.
How did you come up with the idea and how is it different from traditional offerings?
In addition to my interest in aviation, I have always loved cars since I was a kid. Concierges have been around for several years, mostly on the east and west coasts, but not many in the Midwest. This business presented the opportunity to do what I enjoy and be able to work for myself. About a year and a half ago, I felt the time was right for me to take the leap and start my business.
A concierge is different from a car “broker.” A broker sells from a set dealer network and tells the client that their service is free. Often the client doesn’t know that the dealership pays the broker a commission per sale, and the client ends up paying a higher price for the car.
As a personal concierge, I am paid directly by the client, so my fee is transparent. There is no conflict of interest between the dealership and me. I am truly looking out for the best interests of my clients.
What is your service area?
I am not limited to Ohio and can work with clients in all 50 states. Since I am paid directly by clients and never accept dealer commissions, I am able to work with any car dealership in the entire country to find the right car at the right price.
What do you like most about your business?
Getting to guide people through one of the most expensive and stressful purchases of their lives, and seeing them drive away smiling when the deal is complete.
www.ohioconciergeautopurchasing.com
Mates Mobile Detailing
Owner, Daniel Atcheson
Tell us about yourself.
I was born in Queensland, Australia, where I lived for 17 years. I moved to the United States to pursue my dream of playing college basketball, which I did at Notre Dame College. I also completed a double major in accounting and finance.
After graduation, I spent some time working in corporate finance. After realizing it wasn’t for me, I decided to start Mates Mobile Detailing. I’ve always had an entrepreneurial spirit, which began with leading the entrepreneurship club while attending Notre Dame. So starting a business in an industry I love was a natural fit.
What concierge service does your business offer?
We offer mobile vehicle detailing, paint correction, and ceramic coating services at customers’ homes and businesses.
How did you come up with the idea and how is it different from traditional offerings?
We are not the first business to offer detailing services; however, we do things a bit differently. Detailers typically require customers to drop off their vehicles at the detailer’s location. This presents two problems. First, the customer has to find time to drop off their vehicle. Second, they also need a means of getting back to their home or business while their car is being serviced. This could involve asking a friend to pick them up or paying for Uber or a rental car.
Our model flips this. We bring our services to the customer, saving them time, money, and aggravation. We make it easy for people to treat themselves to our services without needing to break from their busy schedules.
Additionally, many detailers have a reputation for being unreliable and providing inconsistent results. We strive to change that stigma. This July will mark our second year of operation and exceeding our customers’ expectations.
I chose the name Mates Mobile Detailing and the kangaroo mascot as a nod to my home country, Australia. We pride ourselves on treating each of our customers like our mates.
What is your service area?
Northeast Ohio.
What do you like most about your business?
I love that my business allows me to stay on my feet and work outside. I also find it very rewarding to deliver a high-quality and affordable service, which puts a smile on my customers’ faces.
TL Worldwide Transportation
Owner, Nancy Brodie
Tell us about yourself.
After graduating high school in 1979, I moved to North Carolina and married my husband of 42 years. Later, we moved back to Ohio and started our family. After being a stay-at-home mom for several years, I decided to get into the transportation industry. My husband eventually left his factory job to assist me with the growing company.
What concierge service does your business offer?
Ground transportation.
How did you come up with the idea and how is it different from traditional offerings?
For our 15th wedding anniversary, my husband hired a limousine, which never showed up. I knew I could offer more to our community. I started my first company when my third child was born in 1991. In 2005, I had an opportunity to purchase an existing company in Akron named Thomas Limousine.
In the first 10 years, the original eight- vehicle operation surpassed 90 vehicles with no marketing or advertising. We are now the largest women-owned ground transportation service in Northeast Ohio. Our fleet includes two-person sedans up to 41-person executive coaches. We have more than 130 employees and offer 24-hour live dispatch. Our motto is “Sit back, relax, and leave the driving to us.” It’s really as simple as that.
All of our chauffeurs go through an extensive two-week training and intense background checks.
We are proud to be the preferred transportation company for the Pro Football Hall of Fame and other prestigious organizations including the Lebron James Family Foundation, Rock and Roll Hall of Fame, Cleveland Monsters, and Cleveland Browns.
What is your service area?
My company is based in Akron, and we service Akron, Canton, Cleveland, and surrounding areas. We also provide services out-of-state and worldwide through our affiliate network.
What do you like most about your business?
I’ve always found passion in being of service to others. Every day is different. This is truly a family-owned and operated business. I raised my kids in this business, and now with 12 grandchildren, I see my passion with a generational opportunity to continue to service and give back to the community I love so much. Some of my customers have been loyal to my business for over 30 years, and I’m so proud of that.
Acropolis Health
Co-founders, Drs. Meighan and Brad Patton
Tell us about yourself.
We earned our medical degrees from Nova Southeastern College of Osteopathic Medicine in 2014. I completed my family medicine residency training in 2017 at University Hospitals in Cleveland and Meighan at Mercy Health St. Elizabeth in Youngstown. We were previously with University Hospitals Twinsburg Family Medicine before starting our own practice.
After graduating, Meighan and I traveled to Greece. We spent a full day at the Acropolis of Athens and were struck by the pivotal role this location played in unifying the people of Greece during times of conflict and uncertainty. The place evoked a profound sense of purpose and ethos, which resonated with us.
We have a similar vision for our practice in Hudson. We chose the name Acropolis Health to symbolize our desire to be revered as a place that supports our patients and instills confidence in our ability to accomplish things together.
What concierge service does your business offer?
We offer Direct Primary Care, also referred to as concierge medicine. We offer a full suite of family medicine and preventive care services.
How did you come up with the idea and how is it different from traditional offerings?
During our time as employed physicians, the challenges of balancing a growing family with a busy medical practice became apparent quickly. About three years in, we realized our lives were increasingly dominated by work, detracting from time with our family.
We also found ourselves having less time to offer our patients. Additionally, patients were having difficulty accessing us for unanticipated health needs because appointment slots were filled weeks or months in advance. This lack of availability led to some patients being diverted to an ER/Urgent Care or squeezed in at the expense of someone else’s scheduled appointment. We came to view this volume-driven, insurance-based primary care world as a barrier to providing care.
We had always dreamed of opening our own practice. After learning about alternative practice models, such as direct primary care, we found our calling. We opened our practice in August 2022 but started laying the foundation with research and strategy sessions about a year in advance.
Due to lower overhead costs and direct-to-consumer service, our care is not limited by health insurance companies. This simplified model reconnects patients and doctors without the administrators and insurers. Consequently, we can see fewer patients and provide longer visits, which provides better overall care. Patients also benefit from the convenience of same-day office visits and text, email, and phone calls directly with their doctor when needed.
We offer a monthly flat cash-based fee, typically around $50-100, which covers most, if not all, of a patient’s primary care needs. We also offer highly attentive coordination for services outside our office, such as specialized testing and medical specialist referrals.
We are currently accepting new patients.
What is your service area?
Greater Akron-Cleveland area
What do you like most about your business?
We are most proud of the time we spend collaborating with patients to create tailored health plans and guiding them through what can often feel like a convoluted and intimidating healthcare world.
Advanced Tire, Inc.
Co-Owner, Steve Santabarbara
Tell us about yourself.
I have always had an interest in mechanics. In high school, I participated in a truck mechanic vocational program. After graduating, I worked as tire technician for 10 years and then decided to start my own business, which I’ve been running for the past 25 years. I have decades of experience working with leading tire manufacturers. I maintain my knowledge about tires and service through ongoing training and hands-on work.
What concierge service does your business offer?
Mobile tire service.
How did you come up with the idea and how is it different from traditional offerings?
We started as a basic tire shop and expanded to include specialty truck services. As the company evolved, we saw an opportunity ten years ago to grow our customer base by offering mobile services.
We bring the entire tire buying service to the customer at their home, office, or elsewhere, saving them time and the hassle of being without their vehicle while they wait for their services to be completed.
The process is simple. Customers call us or visit our website to request a quote and schedule an appointment. Our goal is to make the buying experience quick and easy. Our website allows customers to select their vehicle and see available tire options. They can also speak with an experienced technician if they have questions or need additional help. We guide customers to make the best decision for their vehicles.
Our services also include tire repair, tire rotation, tire pressure monitoring, and 24/7 roadside assistance. Our experienced mechanics are dispatched to the customer’s location to complete the services.
We’re also one of the few places that carries commercial and industrial tires and offers heavy-duty emergency roadside assistance for commercial and industrial vehicles.
What is your service area?
Our shop is located in Cleveland, but we service all of Northeast Ohio.
What do you like most about your business?
I enjoy offering convenient and quality professional services. My team has allowed us to maintain our reputation. Many customers and suppliers have been with us since the beginning. I’m proud to be celebrating 25 years in business this year. I’m also looking forward to bringing my four sons into the business to continue supporting our customers for years to come.
Your Corporate Concierge
Owner, Sharon Spychola
Tell us about yourself.
My career has mostly been in sales. I have more than 15 years of professional networking experience in a variety of industries, including medical sales and real estate, and as director of sales for a national hotel chain. I decided to take what I was doing for my employers and apply it to my own business to help other companies bring an elevated brand presence to events. I’ve been operating my business for five years.
What concierge service does your business offer?
We help business owners when they can’t or may not want to attend events. We represent their brand at trade shows, expos, golf outings, networking events, and other instances.
How did you come up with the idea and how is it different from traditional offerings?
I took my history with sales and built my business around networking. Many companies lack the staff and the marketing acumen to effectively represent themselves at events. The traditional approach is to hire spokesmodels or mascots, but these options lack someone who is knowledgeable enough to communicate, promote, and sell the company’s products or services. That’s where we come in.
Additionally, we research the best events in Northeast Ohio and Western Pennsylvania to determine which events are worth attending.
What is your service area?
Primarily Northeast Ohio and Western Pennsylvania, but we can travel anywhere there is an event.
What do you like most about your business?
When everything comes together, and my clients realize the asset we are. And most definitely, golf outings!
