| Just good business sense! | | | | specialty, chocolates, a folder of tourist pamphlets, a |
| When you think about it, it makes no sense to let a | | | | gift certificate to a local restaurant. And don't forget |
| satisfied renter get away without leveraging his | | | | the children - a coloring book, an inexpensive toy, a |
| satisfaction to your benefit. Why would you hesitate | | | | child-size table where they can eat and do craft |
| to go that extra little mile to make sure he returns | | | | projects. |
| to your home-away-from-home next year or in the | | | | Make sure your guests know they can count on you |
| near future and is willing to refer his friends, family, | | | | during their stay for help or advice. Without invading |
| colleagues? Once you've put in the initial effort to | | | | their privacy of course, try to get to know them |
| attract that renter and then work hard to ensure his | | | | better, discover what their tastes are. Consign these |
| satisfaction, you've got a captive audience. | | | | notes in a database for all your guests - this will |
| Persuading him to return should take less effort than | | | | prove useful. If you check in a couple of times during |
| the first time around. And his personal | | | | their stay, your guests will know you care about the |
| recommendation to others is worth gold! | | | | quality of their experience and it will allow you to find |
| In the business world, success depends on repeat | | | | out if they are enjoying themselves or not. If you |
| customers and their referrals - the vacation home | | | | learn that the kids are bored, for example, you can |
| rental business is no exception. Which is why it is | | | | save the day by quickly stepping in with suggestions |
| startling to note that repeat renters in this business | | | | for activities. |
| account for only 10% of all bookings. Which is why | | | | Absence makes the heart grow fonder... as long as |
| we need to get you thinking about how to improve | | | | you stay connected! |
| your batting average! In addition to making your | | | | When your guests leave, hand them a small gift to |
| business more profitable and ultimately less | | | | remember you and your home by. Send them a |
| labor-intensive, it has been shown that repeat renters | | | | thank-you note right away. |
| take better care of your property than do one-time | | | | Don't let them forget you during the year - send a |
| visitors. | | | | holiday card. Use email or a newsletter to regularly |
| An ounce of prevention or a pound of cure? | | | | inform them of improvements to your home or your |
| So where to start? With the basics. Make sure that | | | | region. Add a photo of your home or yourself to |
| nothing goes wrong during your guest's visit - | | | | keep the memory alive in their mind's eye. |
| irritations are not an option! That means doing | | | | As vacation planning time draws near, call your |
| preventative maintenance, making sure everything | | | | former guests to enquire about their vacation plans. |
| functions properly, that no equipment is missing, that | | | | Prepare two or three messages before you call - |
| everything is spic and span and smelling clean - no | | | | your database now contains interesting notes about |
| overpowering odors please. Think about your own | | | | them and you can also mention regional |
| vacations and the expectations you yourself have. | | | | improvements, festivals and other events. Consider |
| Hook your guests on your Tender Loving Care | | | | offering a special promotion. Don't put pressure, just |
| We live in a fast-paced world where many of us feel | | | | say they were wonderful guests and that you would |
| like a number much of the time. So the quality of the | | | | love to have them back some day soon. |
| human contact you're able to establish with your | | | | And when they do return, do something special for |
| guests can make all the difference. Most people love | | | | them, such as a free night or a Spa session. |
| to return to a place where they were totally | | | | Word of mouth - still the No. 1 marketing tool |
| comfortable, where it felt like home, where their | | | | Did you know that even professionals forget to ask |
| needs were fulfilled. If you can recreate that feeling, | | | | satisfied customers for referrals over 90% of the |
| you're half way there. | | | | time? What a shame, since referrals are known to be |
| Begin building that relationship by talking on the phone | | | | the best marketing tool out there! |
| before your guests arrive. This will allow you to get | | | | So before your guests leaves, ask them what they |
| to know them a bit and provides an opportunity for | | | | enjoyed the most about their experience and what |
| you to be helpful by giving suggestions for activities. | | | | suggestions they could make to help you improve |
| Call them back a day later with information you | | | | your product. Then ask for three names of friends, |
| researched about children's activities, for example - | | | | family members or colleagues. Ask permission to |
| they'll know you care. | | | | phone a few days after your guests get home to |
| Any little touch you can bring to make your guests | | | | obtain email addresses and phone numbers. Ask your |
| feel welcome and special when they arrive will be | | | | guests to take a few of your pamphlets to distribute |
| appreciated and remembered. It doesn't much matter | | | | to others. You can make it worth his while by |
| what that touch is - a few days' supply of coffee, | | | | offering them a discount on their next rental with |
| fresh flowers, a bottle of local wine or other local | | | | you for every referral who books with you. |