Okay, we’re all friends here. Let’s keep it real.
Some days, you’re on it. You have time to greet your guests when they arrive and you tackle guest requests left and right. Heck, you even have time to post the #perfect pic on your new company Instagram account.
But, when busy season hits, all bets are off. When it’s all you can do to get your guests in and out in a somewhat organized fashion, the flood of calls and emails from guests with yet another question about the WiFi password can just about send you over the edge.
Sound familiar? You’re not alone. We reached out to some property manager all-stars to discover their secrets for mitigating the seemingly endless guest phone calls. Here’s what they had to say.
BEAT YOUR GUESTS TO THE PUNCH
The guest experience starts before they step foot in the home. Make a personal call to your guests a day or two before arrival to make sure they have received the arrival instructions and answer any last-minute questions. – Matthew Tesdall, Family Time Vacation Rentals
You know your guests will have questions when they first arrive, so why wait for them to call? Reach out an hour or so after they check in. This way you can address any questions right up front. – Emily Carrico, Seabrook Cottage Rentals
Don’t have the staff to make post-arrival calls? Consider keeping the line of communication open via email. Set up a CRM message to automatically send out one day after they arrive to see if there is anything you can do or if there are issues that need to be taken care of. – Matthew Tesdall, Family Time Vacation Rentals
Regardless of how you communicate with guests, what’s important is to identify any issues right at the beginning of the stay. Exceeding guest expectations right off the bat really helps to give guests the experience of staying in a professionally managed home. Show them the difference! – Mark Tolan, Seaside Vacation Homes
ELIMINATE COMMON QUESTIONS
Question #1: “How do you work this dang TV?”
Ask housekeeping to turn the TV on to a music channel before the guests arrive, so you know it’s already set to the right input. – David Angotti, SmokyMountains.com
Take a picture of the TV/DVD player remotes. Then, create a custom instructional sheet with the photos and step-by-step operational instructions that can be placed on the coffee table in front of the TV. – Justin Ford, On the Water in Maine
Question #2: “What’s the WiFi password?”
Send the WiFi password in a pre-arrival email using the new CRM WiFi macro, so they have it handy when they check-in. – Debbie Lipscomb, Eastern Shore Vacation Rentals
Set your WiFi passwords so they’re the same for all units. This way your team can answer WiFi password questions quickly. You can also provide the internet service’s contact information, so the guest can try calling them first if there’s an issue. – Justin Ford, On the Water in Maine
Question #3: “When is the garbage truck/lawn service/etc. coming?”
They’re angry when the grass is long. And, they’re angry when the lawn service shows up… What can you do? The best way to handle this is to overcommunicate about when things like garbage pick-up, lawn care or pool service crews will be coming by the house. – Debbie Lipscomb, Eastern Shore Vacation Rentals
BONUS: Having trouble identifying your common issues? Have a debrief meeting with your team after each rental season to pick their brains on what guests were asking most often about and brainstorm ways to tweak your processes moving forward. – Debbie Lipscomb, Eastern Shore Vacation Rentals
What about you? What creative strategies have you implemented to make your guest communication seamless? Let us know in the comments!
Learn More About LiveRez
LiveRez is the most widely used software platform for professional vacation rental managers. The company’s cloud-based, end-to-end platform offers fully integrated solutions for reservation and property management, websites with online bookings, trust accounting, CRM, housekeeping and maintenance, reporting, reviews and more.
At LiveRez, we take our partnership with each and every one of our property managers seriously. We believe in the power of community and teamwork, and, together with our partners, we win as a team.
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