1.
INTRODUCTION
The Concierge Zimbabwe is a service brokerage company whose bias is towards
flawless customer service and data collection. We focus on businesses and
entrepreneurs who strive for excellence and provide a multitude of third party
service functions so that these businesses can focus on their core strategy and
competitive edge.
VALUES
We aspire to be the benchmark for timely, dynamic and reliable service delivery.
All our affiliates will function efficiently whilst upholding high levels of integrity and
servitude.
Our goal is to pilot the local business arena into operating at a degree that emulates
Global best practice, through reducing operational inefficiencies and enticing
customer oriented adaptations.
OVERVIEW OF SERVICES
1. SALES LOGISTICS
• Establishing clear SOP’s
At The Concierge ZW we have come to understand that the lack of focus on
sales logistics is a major contributor and underlines the difference between a
successful company and a great company. There is an incredible number of
companies that do not have clearly spelt out Standard Operating Procedures. In
fact, the trend is that the business relies solely on select individual’(s) experience
and prowess and this model has proven to be an extremely inefficient way of
operating. Not only is there a risk of losing momentum when these key members
are temporarily or permanently absent, there is also a grave risk of strategic
bottlenecks that may limit the effectiveness of the business.
Standard Operating Procedures and third party service management can
alleviate this risk and enhance the operating structure of the business; not having
tabulated procedures compromises management’s ability to effectively audit
and in turn adjust these operating protocols to ensure they are always up to date
and befitting to the company’s goals and systems.
The Concierge is focused on taking time to understand a business’ operations,
and therein, establishing and communicating clearly defined operating
procedures, without diffusing management’s authority.

2.
• Coordinating sales
In a volatile environment where customer’s needs and even affordability are
rapidly changing, it is too easy for sales representatives to become inundated on
their incumbent catchment area. This makes it far too easy to lose track of their
sales mandate, which could result in lost sales and potential profitability and cash
flow.
Such a routine often inhibits sales ingenuity and fuels complacency, which in turn
results in a failure to capitalize on various situational opportunities and ultimately
lost profits.
The Concierge has vast experience within the sales arena and can successfully
implement sales approaches, suggested adaptations and milestone driven
itineraries for management to execute upon.
• Identifying and communicating current Strengths and Weaknesses
Have
you
ever
thought
of
the
difference
between
“making
a
profit
to
survive”
and
“surviving
to
make
a
profit”?
In this economy, management itself are often caught up WITHIN the business, trying
to survive, that they seldom have time for self-introspection. Such activities are
crucial in determining whether there are other factors influencing their business both
positively and negatively. Continuously identifying strengths, weaknesses,
opportunities and threats (SWOT Analysis):
-­‐ Is key for a business’ financial growth
-­‐ Ensures consistent and professional benchmarking
-­‐ Equips management with the foresight to stay ahead of competition and more
importantly, changes in legislation and regulation which affect the business
• Suggesting and Initiating/ Steering sales’ strategy adaptations
• Identifying and communicating current Threats and Opportunities
The Zimbabwean economy’s governance is inconsistent or volatile in the sense
that legislature is adjusted regularly making it a tiresome and nearly impossible
feat to keep up!
The Concierge ZW, through its network and affiliation to a competitive Law firm,
has the ability to quickly interpret, decode and communicate resultant threats
and opportunities, prior them affecting operations, and therefore enabling
management to be proactive.
The Concierge, being an ‘outsider’ to the business, would ordinarily be suited to
progressively critique the business, and most importantly, communicate the
results in a non-biased and professional manner.

3.
• Steering After-Sales Protocol
Service is our product and therefore our strength. Our bias towards customer
service protocols will be a valuable tool for management, as it will increase
brand loyalty and referral sales, which directly correlates to increased profitability
and longevity.
2. DATA ANALYTICS
Globally, data has arguably become the most valuable aspect of business. It is also
the most unrecognized tool or catalyst, which remains unharnessed in many
businesses.
Analyzing data is a critical tool in business. Of more importance however is:
a) The interpretation of this data
b) The communication of strategic analysis amongst upper and lower
management
Effective analysis is directly influenced by the quality of the data presented. It is no
secret that data recording in Zimbabwe is not up to global standards. This makes it a
tiresome and highly risky procedure for all stakeholders, as inadequately presented
data can be misrepresented and lead to severe miscalculations.
Admittedly, the value of data is still not subsequently appreciated in Zimbabwe and
therefore is yet to be regarded as a valuable tool. However, with the increase in the
need to seek investment, businesses are quickly realizing its importance.
Unfortunately, data collation is a lengthy and systematic procedure that requires
knowledgeable manpower, as its misappropriation could lead to a worse off
position and increase a business’ investment risk, thence reducing its value.
The Concierge is therefore poised at alleviating this highly stressful and specific task
through availing the following services:
• Systematically Recovering and Reorganizing data collation protocols
• Presenting data in a uniform/efficient template
• Systematically Analyzing data
Data can be interpreted in many different ways. However, our team will look to
ensure that their clientele’s data recording meets the global standards thence
allowing it to be analyzed and presented any which way the stakeholders require,
without the information being misappropriated.
3. CORPORATE SOCIAL RESPONSIBILITY/ MARKETING STRATEGIES
Marketing is frustrating for management mainly because it is difficult to quantify its
rewards. Managers, being insiders, are naturally too busy to follow up on marketing
initiatives, let alone identify when their strategies need to be adjusted.

4.
The Concierge ZW appreciates the value of marketing strategies and phased out
initiatives, and understands the importance of collating feedback and assessing the
value from the initiatives. We are continuously researching marketing opportunities
that will amplify businesses’ competitive advantage. Our team is active, global and
up to speed with first world trends.
Marketing is not an easily summated tool. However, The Concierge is able to add
value to businesses through:
4. BUSINESS MENTORSHIP/ CONSULTANCY
The local economy has driven the accelerated rate of small business establishments
through a combination of opportunistic fervor and unemployment frustrations.
Unfortunately, the rate of failure has been equally prevalent mainly because the
determination has not been matched with research and professional expertise to
ensure the success of the business.
We have therefore identified mentors and compiled programs to guide
entrepreneurial minds, in a highly professional and non-demeaning or overpowering
manner. Our role is to advise subscribers and in turn prompt an ethos of transparent
and customer oriented operations.
5. THE CALL CENTRE
Our Call Centre is a function that facilitates inquiries in various languages, for a vast
portfolio of products and services, as an addendum to our Sales Logistics initiative.
It is through this function that we strive to tend to all inquiries without prejudice. The
call centre has therefore yielded strategic synergies with several service providers
and this will be an ongoing growth process to ensure that we are always
competitively poised to enable us to ultimately ensure that service is the product.
Herewith a list of some of the resultant integrations;
• Cleaning Services
• Printing and Branding Services
• Gift Shop
• Transport Travel and Tourism
• Dining
• Sports Analysis

5.
6. THE TRAINING CENTRE
We hold customer service training forums, either at our premise or at the client’s.
Customer service is not merely mastered through theoretical material. Our team
therefore administers practical initiatives, including role-play; to both better portray
the value of consistent after-sales support and to prompt the trainee’s confidence
and patience.
This training initiative has shown that most people do not understand the importance
of after-sales protocols, which directly affects client retention ratios. It is a well-known
business adage that, return and referral sales keep the lights on in the darkest of
days. It is therefore our goal to aid our subscribers to keep their lights on by
increasing their goodwill value through customer satisfaction and the resultant
referral effect.
DIRECTORS
TAPIWA R K MAFI is the Founder and active Managing Director. He has considerable
experience in both the logistics and retail industries. He is also qualified and
experienced in Sales and Customer Service, and is a revered National Athlete and
sports administrator.
CANDICE R DAWE is the Administrative Director. She has vast knowledge of the legal
and administrative requirements as she is currently running a law practice. Her role is
therefore to ensure that The Concierge always operates above board and in line
with the statutory and constitutional requirements.
REFERENCES:
SKM Motorcycles E-Learning Solutions
TradeCom Africa Cheyana Security
Colovane Services Manokore Attorneys
Katundu Xenia Business Services
Chez Zandi Bistro and Wine Bar Porto’s
CONTACT DETAILS
Address: 1 Walterhill Road, Eastlea, Harare
Telephone: +263 784 081 096 / +263 774 205 151
Emails: info@theconciergezw.com
accts@theconciergezw.com
Website: www.theconciergezw.com
BANK DETAILS
Account Name: Stockserv (PVT) LTD
Bank: NMB Bank LTD
Branch: Southerton
Account Number: 310105783