Luxury estate management often feels like solving a beautifully complex puzzle. Each piece has to fit perfectly—not just for functionality, but for the experience to sparkle. I was reminded of power of in-person meetings during one particularly unforgettable assignment: planning a luxury spring break for an ultra-high-net-worth (UHNW) family of 11.
The destination was a Forbes-rated five-star resort, and the trip’s price tag exceeded $250,000. The logistics alone could have filled an entire novel: private jet travel, ground transportation, accommodations, food and beverage reservations, children’s daycare and swim lessons, fresh floral arrangements, pool-side cabana service rental, groceries, horseback riding, spa appointments, pro-golf tee times, and bespoke private dinners. The expectation? Seamlessness.
But there was one glaring challenge: I and the family had no prior connections at the resort. Every phone call ended in a voicemail. Every voicemail led to another dead-end. Coordinating details of this magnitude over the phone felt like trying to thread a needle blindfolded. It wasn’t just frustrating—it was jeopardizing the level of excellence this family expected.
Eventually, I knew I had to change course. I advocated for an advance site visit, asking the family to invest in my airfare, accommodations, and expenses. For $1,850, I could visit the resort in person to preview every detail, meet the team, and finalize plans face-to-face. Fortunately, they agreed.
That trip changed everything.
In three days, I accomplished what weeks of phone calls couldn’t. Sitting across the table from the resort’s events team, we worked through every detail, from coordinating the perfect schedule for private dinners to ensuring the children’s daycare aligned with spa appointments for the parents. I walked through the accommodations to confirm everything met their exacting standards. I met the chefs, reviewed the floral designs, and even personally selected the groceries for their arrival.
The power of in-person meetings is immeasurable. A handshake, eye contact, and shared vision established a connection that no phone call could replicate. Mistakes were avoided, frustrations dissolved, and the groundwork was laid for a trip that went off without a hitch.
When the family arrived for their seven-day adventure, every detail was flawless. The children laughed through their swim lessons while the parents relaxed at the spa. The private horseback riding excursion was magical. The bespoke dinners became cherished memories. And I left the resort knowing I had not only met but exceeded their expectations.
This experience reaffirmed a critical lesson for me: sometimes, you need to take matters into your own hands. As estate professionals, we owe it to the families we serve to advocate for what’s necessary, even if it means an extra trip. That advance visit didn’t just save time and frustration—it built a lasting relationship with the resort team, opening doors to future collaborations.
For those of us in UHNW service, these moments define our work. We’re not just planning trips; we’re crafting memories. As I continue teaching teams nationwide through my consulting practice, Luxury Lifestyle Logistics I remind them that excellence often lies in going the extra mile—or, in this case, taking the extra flight.
As I sat in the planning meeting at the resort, captured in a photo deep in thought, I realized the depth of behind-the-scenes effort it takes to deliver five-star service. This is the heart of luxury estate management: thoughtful planning, meaningful connections, and a commitment to creating extraordinary experiences for the families we serve.
To all my fellow estate professionals—never underestimate the value of personal connections. Sometimes, a plane ride really is worth a thousand phone calls!