A very important aspect of the vacation rental business is to earn the trust of the guests. The easiest way to let your guests know you care is by telling them. However, the problem with simply telling your guests that you care, is that often they will not believe you. You have to show them that you care. ShortTermHousing.com presents you with six simple ways to do just that!
Ask, Get Feedback, And Really Listen To Their Responses
Ask guests about their satisfaction with their stay in your rental. As well their general impressions of your business. Invite feedback at multiple contact points–via e-mail communications, online surveys, on your website, etc. Actually listen to what your former guests are saying about you in surveys, on Twitter or Yelp, or anywhere else they give feedback. Publish survey results and answers to guest questions in your e-mail newsletter, blog, etc. Create a sense of community around your business based on dialogue with your guests.
Be Responsive
Respond to both guests and potential guests promptly when they contact your business, whether it’s a complaint or a compliment. Show them you’re listening and that you care. If there’s a problem, fix it so they can go away happy to return to your vacation rental in the future.
Reward Your Guests
- Offer them a discounted rate if they decide to book your rental again.
- Leave a gift certificate to a local restaurant.
- Leave a bottle of wine
Follow Through
In other words, do what you say you are going to do. Don’t make your guests promises you can’t keep. For example, if you tell a guest you will call (or email) in five minutes, make sure you call in five minutes. If there is any chance that you may not call back, then set the right expectations. If you are not sure you can call them that day, tell them. You would be surprised how much of a difference this will make.
Know and Remember Their Name
Use the guest’s name. People hate it when others forget their name. Let them know you care enough to remember their name.
Do these things again and again.
Showing guests you care should be an ongoing communications effort, not a once-a-year occasion. Whatever you do, be sincere. Your guests can spot a phony a mile away.
How do you show your guests you care? Comment and let us know!