HispanicBusiness

Name: Best Upon Request
Rank on FG 100: #47
Founded: 1989
CEO: Tillie Hidalgo Lima

With the ability to provide services that combine the resourcefulness of a concierge and the usefulness of an errand runner, Best Upon Request aims to help customers balance both work and life.

"Concierge services have traditionally been offered in the hospitality industry to hotel guests," said Tillie Hidalgo Lima, president and CEO of Best Upon Request. "We provide concierge services directly to corporate clients, and do more customized services like errand running."

Founded in 1989 by Ms. Hidalgo Lima's husband, Dave Lima, Best Upon Request offers concierge services designed to increase employee productivity, reduce stress and ultimately enhance employee retention.

"He recognized the need to retain talent and saw an existing service could be modified to provide a solution to recruiting and retention challenges, and improve work-life balance," said Ms. Hidalgo Lima.

Best Upon Request provides a field of errand running services and wide range of personal assistance, such as buying and returning gifts, taking a car in for servicing, finding a babysitter, making vacation arrangements, or buying family groceries.

Headquartered in Cincinnati, Ohio, Best Upon Request provides easy access for their client's employees to make requests and interact with the concierges.

"This develops a rapport between the customers of our service and our concierges and makes it easier for the customer to trust the concierge to handle their valuables, wait at their home for a service person, or take care of personal matters," said Ms. Hidalgo Lima.

Born in Havana, Cuba, Ms. Hidalgo Lima was only ten months old when she and her parents moved to the United States.

Instilled by her parents to never give up, to be resourceful, to strive to be the best one can be, and appreciate that freedom is a privilege and a responsibility, Ms. Hidalgo Lima attended the University of Cincinnati where she earned her bachelors of science in pharmacy.

After 13 years as a pharmacist, Ms. Hidalgo Lima joined Best Upon Request in 1996 as vice president of operations, and in 2003, became president and CEO of the company.

"My philosophy of leadership is to be the cheerleader and visionary of our company," said Ms. Hidalgo Lima. "I believe that teamwork brings about much success and satisfaction. We collaborate and communicate to reach alignment throughout the organization. I believe that life and work can be integrated and that being flexible is important."

Best Upon Request has grown nearly 286 percent in revenue since 2002, and has doubled its staff.

In 2003, the company began to shift its strategic focus to the healthcare industry. To help reduce the stresses of hospital guests, concierges are available to assist with lodging, food, transportation, personal errand-running and more.

"An innovative hospital approached us, which coincided with us wanting to broaden our base. We decided to shift strategies and focus on this relatively untapped market that had an unmet need," said Ms. Hidalgo Lima. "We recognized a growing need in healthcare for recruitment and retention strategies for employees, especially nurses."

"When hospitals partner with us to provide concierge services to its employees, and sometimes to patients as well, the end results include higher employee productivity, increased employee engagement and patient satisfaction, and decreased turnover."

Currently, the company provides services to 25 hospitals nationwide.

Outside of the business realm, Ms. Hidalgo Lima serves on the board for BMF Pediatric Care, as well as being a member of Cincinnati Hispanic Chamber, and co-chair of Equity, Inclusion and Openness.

As for the future of Best Upon Request, "We hope to be the moral compass of our industry with the highest work ethic," said Ms. Hidalgo Lima. "And, to create a culture where our team members are valued and are proud of who we are and are becoming."