Renting your vacation home is a business endeavor and your renters are your customers.  So it should make sense that you treat every renter to tried-and-true business customer service practices.  In his book, 5 Kick-Ass Strategies Every Business Needs: To Explode Sales, Stun the Competition, Wow Customers and Achieve Exponential Growth, Robert Grede spells out the “Three Rs” of problem resolution.  By following these steps, you're more likely to turn a disgruntled renter into a repeat one.

1) Recognition:  Immediately apologize for whatever went wrong and let them know that you understand that there is a problem and you are going to do something about it.  2) Remedy:  Resolve all problems (even minor ones) as quickly as possible.  If a quick fix is not immediately apparent, make sure that your renter knows you're working toward a solution and have their best interest in mind. 3) Reinforcement: Once you've fixed the problem, offer the renter something for their trouble.  This can be a discount for their current stay or better yet, a discount for a future stay.

The Three Rs in Action Let's say a renter calls you at 11pm on their second night and tells you that there is no hot water.  Recognition:  First, apologize for the inconvenience and then let them know that you're calling your local maintenance person immediately.  Even if there is nothing that your maintenance person can do at 11pm, at least you've got a solution in motion. Remedy:  Have your maintenance person take a look at the water heater as soon as he can.  If he's willing to come out that night, be sure to pay him extra for his trouble.  Then proceed as needed.  If the water heater cannot be fixed or replaced right away, offer a fair solution to your renters (such as putting them up in a hotel for the next night). Reinforcement:  Offer to discount the renters stay or even give them the nights without hot water for free.  Furthermore, offer them a deeply discounted rate for a week during your off-season.

Not having hot water can definitely temper even the sunniest of dispositions.  But if you handle the problem quickly and efficiently using the steps above, the renter will appreciate your professionalism, will recommend your property to others, and want to do business with you again.

Which phone call do you dread getting from a renter? How would you handle it? "The lights wont work, or the lights went off. Of course have the renter flip ALL of the circuit breakers one at a time! They may LOOK like they are all on, but frequently one is tripped and by flipping it, the lights will come back on." -Henry P., Pompano Beach (VRBO #151593)

 

Handling Complaints and Compensation for Vacation Rental Guests Learn some pointers for resolving complaints and appeasing your vacation rental guests.   Guidelines for Communicating with Vacation Renters Learn how to create thorough rental agreements, directions, and inquiry responses.   Obtaining Feedback from Your Vacation Home Renters Easy ways to encourage your guests to provide constructive criticism.   How to Avoid Negative Reviews of Your Vacation Home on HomeAway One way to avoid future negative comments from your guests is to understand their common complaints.

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