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A Conversation with Greg Mastroianni

Director of Client Relations, Winston Flowers

Greg Mastroianni, Director of Client Relations at Winston Flowers, has thirteen years of experience and a unique passion for five-star, world-class service. Under Greg’s leadership, the concierge staff of Winston Flowers provides a large menu of services that includes personal shopping, custom floral design and gourmet gifts. Greg is an expert at creating distinctive, one-of-a-kind client experiences that surpass expectations.

Riverview Capital Advisors is a regular customer of Winston Flowers, so we have directly experienced their superb products and services. Alan and Melysa sat down with Greg at Winston’s Boston Distribution Center to learn more about client relations.

Greg begins by giving us a brief history of Concierge Services:

Special Services Concierge started around 10 years ago. Paul, who started the program, began with a list of 200 clients whom he cultivated relationships with, and simply worked his way into every aspect of their lives. Paul was the outside face of the company. And what I mean by that is, he would go to clients’ events and supply Winston services and network.

I took over about 5 years ago, and realized there were two components needed for Special Services: an outside face who attends events and special gatherings to network and an internal group of people who were always on-call to put in orders, answer questions, etc. I’ve now built a team of four at Special Services. There are a total of 15 workers in the Client Relations Department. A huge portion of our job is to research, cultivate relationships, and ask meaningful questions; taking an ordinary customer experience and making it something worthwhile.

Passion is often at the heart of quality service, and it’s no different at Winston. Greg reveals his passion for Concierge Services throughout our conversation. We asked where his enthusiasm stems from. Greg explains:

Way back when, I studied hospitality management. When I was 20 years old I worked at the Four Seasons, at that time there were only fifty-two 5-star hotels. I was really young, and living in that world had a huge influence on me. I had to follow standards, wear a tuxedo and carry myself properly. This is where my passion for working for the best started, and this is what shaped me into the enthusiast I am today. At Winston, I was able to apply my past experience and expertise and bring more to the table, eventually making my way into the position I am in today.

Greg tells us how the Concierge Services group works with the company’s other groups such as Special Events, Garden Design and Residential Services:

There’s an outside sales team whom I regularly partner with, and each is the head of different service areas such as gardening, residential, commercial, retail etc. Working with them saves me a lot of time, because I am grounded at the design studios with my team, and am available to my clients at all times. Today, the outside face of Winston is Tim Stancell-Condron, Residential Client Manager, who goes to residents’ homes and provides services. There is an outside sales team of 5 people, and they split up all the accounts so that each is responsible for certain areas.