Today was the final day of VRMA’s 2016 National Conference in Phoenix, Arizona. We recap our experience and talk about what’s next for the company.
Similar to yesterday morning, all of the attendees started this morning in the main ballroom listening to the keynote speaker. While yesterday’s keynote was brought in from outside the industry, this morning’s keynote was delivered by industry veteran Mary Lynn Clark from Wyndham Vacation Rentals. Mary Lynn shared the following key messages with the audience:
- Customers want unique experiences (not just products), on-demand service that is fast and easy, to be heard, and have companies react to them
- All service companies need to put the customer first by delivering exceptional customer experiences, using technology to enhance the experience, and managing their experience
- Personal service is about making the customer feel like they’re doing business with a human, not a company
Despite the fact that these lessons were intended for an audience of vacation rental managers, I feel as though they apply to a majority of service-based companies.
In keeping with the theme established early in the morning with our keynote, our team had the chance to attend multiple sessions covering technology’s role in the vacation rental industry and how to use technology to maintain a personal touch with customers. These sessions allowed Pablow to better understand the industry and how we can better serve our customers in a technology-based business model. The most important insight that we walked away with is that vacation rental managers are looking for technology solutions that have great functionality, efficiently solve their problems, and doesn’t change their current business processes.
We spent most of today on the exhibition floor making as many possible connections with vacation rental professionals. The best part of the exhibition process was meeting with people who had genuine problems that they needed solved and figuring out the best possible solution. It helped us realize that we are not in the business of insurance or technology, when it comes down to it, we are in the business of solving problems.
Our team worked incredibly well all conference with Dylan doing an excellent job drawing attendees into the booth to play golf and look at the travel insurance websites we could deliver. Steve did a superior job connecting with the people on a personal level and answering a lot of the technology questions for property managers. Our insurance experts, Wendy and Amanda, did a great job of networking with potential business partners and going through the policy details with interested property managers.
The individual strengths of the team allowed us to reach our objectives for the conference of obtaining numerous new business partners and taking the next step toward WORLD-WIDE INSURANCE DOMINATION!!! Although there’s still plenty of work to do on the second objective.
That’s all from Arizona! See you next year VRMA!