This is the first part of a three part series focusing on strategies and tactics that can help vacation rental managers and hosts increase their conversion rate among guests who are non-committal, comparing properties or “just browsing”. Each part of the series will introduce a new strategy or tactic and show you how it could play out for a vacation rental property manager in a simplified scenario.
IN THEORY
Whether a potential guest reaches out via email, website message or phone call it’s extremely important that the reservationist is fully prepared to quickly answer their questions about the vacation rental property. Every hour an inquiry goes unanswered the chances the guest will book the property decrease! Because of this property managers should monitor their messages, know potential questions guests might ask, and save responses in a FAQ document to improve future response times.
In addition, while answering the guest’s questions it’s important that the reservationist follows up with their own open-ended questions to determine if the guest is really worth their time. Potential guests are qualified when they have the right budget in mind, are truly interested in the vacation rental or area, and are in need of an accommodation similar to what is offered. Additionally it’s good to ask a few questions about the potential guest and their upcoming trip as a way to build rapport.
If the potential guest is truly on the fence there will be a point where they stop responding to emails or they say something on the phone that indicates they are not ready to commit. At this conjuncture it’s the company’s job to listen to their concern or objection, clarify their point to ensure understanding, empathize with their concern, give a genuine response and then ask if the response was appropriate.
IN PRACTICE
Guest: “Hello, I had a chance to check out your property online and would like to determine if I could rent out just a portion of the space for a three-day weekend?”
Manager: “Hello Guest, thanks for reaching out! Right now we only allow guests to rent out the whole property as the room units are all connected to the main living space. Is there a reason that you might only need a portion of the space for your trip?”
Guest: “I’m traveling to the area for work with another colleague, so we only really need two rooms.”
Manager: “I see the dates you’re traveling. Do you plan to attend the local film association conference in just a few weeks? My partner and I love to watch independent films and thought of attending ourselves!”
Guest: “Yes it is! Glad to hear that you’re also interested in independent films. I’ll be releasing my first feature film at the festival. Unfortunately I think I’ll keep looking for another place in the area given your accommodation just seems too big for us.”
Manager: “So you’re saying your primary concerns are the size and comparative cost of the accommodation?”
Guest: “Yes.”
Manager: “I understand that because we can host larger groups the cost of our property seems a bit more than other smaller accommodations, however because of our location right across from the festival you’ll save money on transportation and we can lower the cleaning fee if you will only be staying in two of the three private rooms. Does that sound fair?”
Be sure to check out part two and three of this series to determine potential strategies and tactics that can help you close a sale similar to the one above and book more guests.
ABOUT THE AUTHOR
Dylan DeClerck is the VP of sales and marketing at Pablow, a travel insurance technology provider and broker that works with vacation rental property managers to offer vacation rental travel insurance to their guests hassle-free and in a matter of minutes. The company is based in Iowa and provides travel insurance to more than 25,000 vacation rental properties in the United States. Dylan is also the executive director of a non-profit that teaches athletics to at-risk youth.
Pablow 