Get ready for great customer service!
Many of us have experienced poor customer service but turning the tables and delivering quality service is something many new owners are nervous about. In the vacation rentals business, first impressions count and how you deal with customers will directly affect the number of bookings you secure.
This articles explains how to plan ahead and ensure your response to customer enquiries always comes with a smile.
1. Empathise
A recent TV campaign by a major holiday company used the catchphrase "You work three and half weeks for one afternoon in the sun..." - playing on the point that people's vacation time is valuable. Renters want to be sure such precious time away will be both enjoyable and value for money.
In all your dealings, put yourself in the shoes of renters. By anticipating their questions, concerns and desires, you're already in the right mindset to give great service.
2. Answer questions fully
Whether replying to an e-mail enquiry, or talking to a potential renter on the phone listen carefully to what's being asked of you: Holidaymakers know what they're looking for in a vacation rental so be honest and answer their questions carefully.
Sounding unsure, or not answering fully, is a BIG turn off.
It is very common for owners to assume potential renters know the area - they probably won't! Be ready with helpful information: distances and directions from the airport, recommendations for local car hire. If they have children, point out local places of interest like water parks or zoos. If they're a couple, be ready to recommend an intimate restaurant.
Being proactive with the information you provide leaves renters in no doubt of your commitment to their enjoyment.
Most importantly, always let them know your door is open to further queries.
3. Plan ahead
Dealing with enquiries should be an enjoyable experience but new owners often get flustered trying to remember what they've said to one person or promised another. Preparation and planning beforehand not only saves time, but also helps you appear professional when you're dealing with a potential client.
Pre-prepared content is a must for all owners, whether you're taking a telephone call or replying to an e-mail enquiry. Prepare information packs, e-mail and letter templates beforehand - then when an enquiry comes in, simply grab the pertinent information and pass it to the enquirer - safe in the knowledge it includes the important points about your property and policies.
To be ready, think about the ways in which a customer might approach you then write down your answers. Typical things to prepare include...
Booking instructions - ensure all enquiries includes details about who to contact and what to do to close the deal!
Good directions and a map to the property.
A clear write-up of your booking conditions: deposit amount, balance payments, refunds/cancellations policy, etc.
Recommendations and directions for things to do and see in the area.
Arrival and departure procedures including key collection arrangements, etc.
Your laundry and cleaning policy
By preparing and gathering answers to the most frequently asked questions, you are ready to answer all enquiries and prepare sales/advertising material in a consistent manner.
Now you're looking like a real pro!
4. Provide solutions
It can be too all too easy for small problems to mushroom, at any stage of the renting process. The key is being ready with solutions to common niggles - proving the depth of your foresight and overall customer service.
Common examples include:
Flexibility - people may be nervous about booking their annual holiday online with an individual they don't know and have never met. Deter those fears by being proactive and helpful, contactible by phone and offer flexible ways to book and pay.
Alternative dates - enquiries regarding weeks that are already booked will be common. Can you offer small discounts to push them into your convenient slots? Alternatively, be ready with a procedure to let them know if a cancellation arises.
Source furniture for hire - if you have a family arriving, it's better to have a backup plan to provide a cot than to simply say "no".
Try and arrange a small welcome basket if you know a hirer is arriving late at night.
Offer references before people ask - this shows you are aware they may be nervous and are ready to prove your credentials.
5. Strike while the iron is hot!
When potential customers contact you about your rental, they are in the mood to buy. Answer their questions promptly and you are one step closer to a confirmed booking. Enquirers are probably looking at several rental possibilities so aim to reply as soon as possible - or risk losing the lead to a faster competitor!
The vacation rentals industry is extremely competitive on the Internet and website users typically enquire about several properties at once. With this in mind, aim to reply to all telephone calls and e-mails within 24 hours.
Responding by telephone is more likely to close the sale - if enquirers provide a phone number, call them!
Bear in mind that if you receive an e-mail enquiry on a Friday night, and you've given your work e-mail address on your advert, it's going to be at least two days before you answer the enquiry. Furthermore if you give a mobile telephone number you may receive calls out of "office" hours. So if you're not prepared to deal with calls at these times, give a landline number instead and state your available hours. You can always leave a polite phone message to ensure you don't miss any calls while you're out.
Failing to reply to e-mails and telephone calls within an acceptable timescale certainly isn't good customer service and will only result in a poor booking calendar. The successful owner will treat their vacation rental as a business, not just a way of making a few extra bucks each year.
Finally think about what happens when YOU take your annual vacation: who answers the enquiries? You may be able to persuade a family member or friend to help you out, or perhaps check into a Cyber Café somewhere while you're away. Either way you can't afford to do nothing. If there is no alternative, remember to set a message on your phone or "out of office" message on your e-mail.
6. Stay in touch
Maintaining repeat bookings is essential for good vacation rentals and makes the job of filling your calendar easier each year. Many owners enjoy seeing good clients year after year and this is possible if people leave your rental home with an air of satisfaction. Cement the relationship by staying in touch.
Customer feedback is essential; don't be put off by anything negative, with the right attitude a negative can always be turned into a positive. Leaving customer satisfaction forms in your property is a great way of monitoring the success of your rental. You can also use this information to keep in touch with previous renters. Whenever you do a follow up call or e-shot, you can always mention, "by the way you'll be pleased to know we've repaired the leak in the shower". What you're subtly saying is, "how about another holiday and this time it will be even better than last time".
There are lots of ways to stay in touch without bombarding previous clients with mail. Christmas cards are a popular idea; leaving your business card and leaflet in the property for renters to take away is another. Alternatively, have bookmarks printed or design a fridge magnet - things that people keep wil be a constant reminder of the great time they had.
Whatever way you choose to stay in touch, never forget the basics. A telephone call or personal letter thanking the renter for visiting your property will always go down well and remind them they are welcome back anytime!
Empathise, plan ahead, respond quickly and stay in touch. Keep these in mind and watch your enquiry conversion rates soar - along with your profitability!
For More Information