Wednesday, 20 August 2008 10:14 am

Keeping The Customer Satisfied

Send your guests some useful information - g. maps, car rental 'phone numbers, etc - a week or so before they arrive.  All this shows you care about them - it makes them feel good, puts them in the mood to like and enjoy the property and hopefully will entice them back next year.  Successful owners find a few small personal "touches" - a chilled bottle of white wine in the fridge, a fruit bowl and a welcome card with the guests' names - can make all the difference.  Many owners provide a "welcome pack" of groceries - particularly appreciated by visitors arriving after the stores have closed.  Obviously this goes down well with your clients.  But, as one owner discovered, some people are never happy.  "I got complaints from people who wanted butter when I'd provided margarine - or they wanted brown bread when I'd left white.  One woman even sent me a list of what she wanted in advance - it was enough to feed a family for a week.  I gave up my welcome pack after that!"

After your guests depart send a hand written thank you card.  Let your guests know that you enjoyed having them stay in your vacation home and ask for suggestions for improvements.  It only takes a minute to write a note, and it is much more personal than email.  Your guests will be more likely to return and to refer their friends.

Make sure you keep all addresses and 'phone numbers for future reference.  Don't ever treat potential or actual clients solely as a source of income.  To win them over - and win them back - you have to show an interest in them, make them feel special and pamper them.

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