Sales & Communication tips
While these are bigger enterprises, I see some otherwise good
sales people make the same mistakes repeatedly. If it makes the
offending holiday rental owners feel any better let me tell you
that even some sophisticated firms do no better. So - to help
owners rent more days I'd like to give you a short list of
things you can do to help make your revenue go up.
Contact Data
Include all your contact data on your website or advertisements.
Personal name (full name), telephone, fax. This same information
should be conspicuously posted on all your sales materials too.
What you have to remember is that this person does not know you,
you aren't a person they can talk to face to face at a travel
agent, if you advertise in newspapers they can't even see the
property, one vital word sums this up TRUST.
Create literature
Create written documents that completely describe your property
and your terms and conditions. Include photos, floor plans, list
of amenities and so forth. While a professional brochure is
great it is not essential. The information can be a simple typed
document. But include everything - the good and the bad. If you
don't allow pets, smoking or parties say so up front. It avoids
problems later AND is a selling point for guests who don't want
those things. You can never include too much information. It's
impossible.
Answer Enquiries
Answer every single email, answerphone message and letter even
if your property is booked - why? Simply because that person
will remember you the next time they are looking to rent a
holiday rental and potentially they could be a future customer.
I know it's time consuming but a simple, sorry but the property
is rented for that property, but this is out website, and
contact details in case you would like to rent next time.
Telephone
No matter how the inquiry comes in ALWAYS try to phone the
person. If they ask only to be contacted by email you should
honour that. But if they email, or fill out an online form and
include their phone number it means they are willing to be
called. So call them. Make friends. Invite them to be your
guests. You don't have to be a "closer" or arm twister. Simply
call them back and use the most persuasive words, "May I help
you?" You'll be surprised as how easy it is.
Keep records
The great majority of guests do not rent after a single email or
phone call. They have a general interest, they look around over
time, they talk with people, they get side tracked considering
other locations and then, maybe they decide to go to your area.
It might be a day or a week, a month or years. Wise sales people
keep a long list of everyone who has ever inquired. These are
your leads and they are money in the bank.
One word of advice though that you have to be careful of is the
data protection act. So please make sure you contact the guest
and say to them is it okay if I keep your details on file, or
have a disclaimer in your emails or literature that way the
guest knows that you are holding confidential information on
them. I don't know how it works in Europe but in the UK the data
protection is a legal act - and you can personally be held
responsible for missing or leaked data.