Are you tracking your return guests likes and dislikes? If not, you are in danger of losing them as a guest.
Everyone knows it is easier and cheaper to retain a customer than it is to attract a new one, but how do you ensure that a guests uses you over-and-over again? Track important information learned through your interactions with your guests.
Whether you use a full blown Customer Relationship Management (CRM) software, like Saleforce, or just take some simple notes in the notes field of your vacation rental software, keeping this information can bring you dividends.
Each time you or one of your customer service reps talks with a guest and they mention something unique about themselves put that information somewhere you can easily access it in the future. If they mention that they are coming to stay in your rental for their 10th annual family reunion, get that written down. Chances are they’ll want to do another reunion in the future. If they book again 3 years later and you ask if this is for their 13th annual family reunion you’ll solidify the 16th, 19th, and 22nd annual reunion.
Everybody likes to be treated as a VIP.