The Power Of Communication
There are three main phases in your communications with your guests, each of which is important...
In this section, we'll look at how to enhance contact with your guests before, during, and after their stay in your home. Giving them the information and assistance they need, when they need it, can help generate repeat visits and more referrals.
Before They Arrive
Prospective guests need to know that your vacation rental is going to be the way you say it is. So opening the lines of communication immediately upon their first contact with you is vital for allaying any fears they may have and setting the tone of future communications. Guests want to know that you are there for them and that you (and their booking) won't disappear as soon as they have made their reservation.
Call Them
When you receive a reservation, call the guests after the booking is confirmed to find out if they have any questions. Also, let them know you are available to help with any other needs they might have - such as advising them on attractions in the area or making dinner reservations.
And right before they are due to arrive, call them again to wish them a great vacation and offer assistance. Remind them that you'll be available to help them during their vacation and how to reach you.
Mail And Email Them
Send your guests an information package that includes a booking confirmation and any other useful material like directions to your home, pamphlets from local attractions, restaurants, key contacts and anything else that might improve the quality of their entire vacation.
Your goal here is to make your guests feel completely comfortable and well taken care of. Once you do that, you're one step closer to cultivating a loyal, repeat visitor.
During Their Stay
Be sure that your guests know how they can reach you or your representative during their stay in your home. This is your opportunity to really shine, to be an ambassador representing not only your own property but also your city and region.
Important: Make certain they know how to contact you but don't ever invade your guests' privacy by forcing your company on them.
After Their Stay
Once your guests return home, be sure to phone and thank them. And here's the part many owners neglect...
You should also inquire about any problems they might have encountered. You want honest feedback so be receptive and open to their complaints without being defensive.
Ask how their stay was. - Did the rental meet their expectations? Is there anything that could have been better? It's quite possible that someone did not enjoy their vacation for reasons beyond your control and that might be reflected in their feedback. But normally you will get more useful information out of this process than unfounded complaints.
Keep good notes. - Record queries, comments, e-mail addresses, phone numbers, comments, numbers and ages of guests, and their responses to your follow-up phone conversation. After keeping records for a time, you'll have enough data to be able to draw some conclusions about what people like and don't like, and, in turn, make appropriate changes to fine tune your services.
In the next chapter you'll learn how to get prepared and organized.
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