"If you want loyalty, stop treating people like transactions. Chris makes the case beautifully that trust is built in the impeccable details: the handoff, the follow-up, the way you make someone feel safe."
---Djuan Rivers, former vice president, Disney's Animal Kingdom at Walt Disney World, and author of Fearless by Design
White-Glove Trust is a modern, long-overdue examination of prestige. Christopher Olshan, chairman and CEO of The Luxury Council, shows how the world's best brands and client managers create loyalty with the impeccable details that apply to all relationships that matter.
Drawing from decades inside the rooms where luxury strategy gets tested, Olshan pairs formidable market intelligence with operational insight. From boardroom truth-telling to atelier-level craft, the lessons in these pages come from people who live where expectations are highest and margins for error are thin. Featuring leaders at Boston Consulting Group (BCG), Wadia Associates, and relationship operators across luxury services and product houses-Vitesse Worldwide in private travel and protection, Sherle Wagner in design and finish, and heritage spirits like Rémy Martin/LOUIS XIII-the perspective here is consistent across wildly different arenas: the client falls in love with how safe you make them feel. The common denominator is the luxury of continuity. Readers will learn the impeccable details that establish relationships:
- Build relationship infrastructure, the invisible structure that makes closeness repeatable.
- Guide taste without humiliation, because real advising lands as respect, and respect is the gateway to trust.
- Navigate the micro-decisions so the client's energy continually goes toward enjoyment and decision.
- Design aftercare so the relationship doesn't die after the transaction.
- Measure what matters: trust, loyalty and narrative about you that sparkles.
With a foreword by former Vogue and Harper's Bazaar editor Maureen Lippe, White-Glove Trust ensures readers walk away with something bigger than luxury technique: a way of showing up that works in business and personal life alike.
