Good vs. Great Customer Service

Do you put thought into how you’re providing customer service?  Is it good, great, or just mediocre?

Good customer service is a must in the hospitality business.  Great customer is distinctive.  It adds value and uniqueness to your business.  That value is recognized in repeat bookings, guest referrals, better reviews, and less property damage.   

Don’t mistake customer service for hospitality.  Hospitality is defined as “the friendly and generous reception and entertainment of guests, visitors, or strangers”.  If you’re missing any of these hospitality elements when interacting with your guests, it’s time to take a step back and evaluate your business model.

In addition to the hospitality factor, customer service plays a major role in having a successful booking.  

Customer Service:  the assistance and advice provided by a company to those people who buy or use its products or services.

Think about it this way.  You can be friendly, generous, and entertaining, without providing assistance and advice.  And you can provide assistance and advice without being friendly, generous, and entertaining.

The combination of hospitality and customer service is a fundamental aspect of any successful vacation rental business.  

But how do you set yourself apart?  By stepping up your customer service from good to great.

There are five key elements that will greatly improve how your guests perceive the customer service you’re providing.  Let’s take a look.

5 Key Elements to Providing Great Customer Service

These five key elements to providing great customer service should be incorporated into each guest conversation.  Whether that conversation is in person, by telephone, email, text, or through your listing platform, great customer service shines through. 

Guests will notice great customer service.  The booking and stay experience for both the guest and the host will be enhanced.

1 – Undivided Attention

Who is your most important guest?  The one in front of you. 

Giving your guest your undivided attention shows respect for their time.  When speaking to guests on the phone or in person, maintain the connection. 

• Don’t be having a side conversation with a family member. 
• Don’t have the television or radio blaring in the background.
• If it is an inconvenient time to take their call, ask if you can call them back at a specific time.  (See Timely Follow-up below)
• When responding to an email, read through the guest’s questions before hitting send to ensure you have answered each one.
• Use the guest’s name throughout the conversation to show personal interest.

2 – Timely Follow-up

Responding to inquiries as quickly as possible can mean the difference of securing or losing a booking.  People are impatient.  If they haven’t heard from you within 24 hours, they will be more likely to book another property.

Just as importantly, follow-up in a timely manner to the guest’s specific questions.  

Think about your guest communications.  How often does the guest say, “thank you for getting back to me so quickly”?  

If a booking request or question cannot be dealt with right away, set a reminder in your phone.  Siri is a star when it comes to reminders.  

For questions that will take a little bit of time to research, send a quick reply.  Let your guest know you received their message and you’ll get back to them within x minutes/hours.

3 – Anticipate the Questions

One key to great customer service is addressing your guest’s questions before they even ask.  

• Include an F.A.Q. section (such as this one) on your listing and/or website. 
• Include information in your auto-response such as, cancellation policy, damage deposit policy, and a link to your FAQ.

To step up customer service even further, load auto-response templates for specific types of guests that address their unique concerns.  For example:

• Families with children – link to family-friendly activities, pak-n-play/highchairs provided or not, on-site kids entertainment, etc.
• Pet-Friendly – link to local dog park, pet rules, size/breed restrictions, etc.
• Senior guests – mobile-friendly amenities, link to easy walking trails, list of restaurants that provide senior discounts, etc.

Being proactive in providing information to your guest will help with your own time management and will build trust and add value for your guest. 

4 – Knowledge of the Area

Destination marketing adds tremendous customer service for your guest.  While they are actively seeking lodging, the area’s activities weigh heavily on their lodging decisions.

When the host shares knowledge of the area, the guest recognizes this as expert advice.  Who better to help plan a vacation than a destination expert – you!

A great vacation can start with providing your guest with ideas for things to do, see, and experience.  Your passion for the area exudes through the knowledge you share with your guest.

Follow the outline of the customer service definition:  provide assistance and advice.

For ideas on destination marketing, check out:  Destination Marketing for Vacation Rentals

5 – Integrity and Trust

You’ve probably heard the old adage, “say what you mean and mean what you say”.  This concept is especially true when conducting a business transaction.

Integrity and trust are one of the most important attributes you bring to your hospitality business. 

Under-promise and over-deliver!  Never make a promise to a guest if you’re unsure you can keep that promise. 

For example:  early check-in.  It is easy to agree and promise an early check-in.  The guest is instantly happy.  But what if…the cleaners are late, you forget to update the automated lock timer, your in-person house manager gets stuck in traffic,  etc.  It’s best to tell the guest up front that you don’t think an early check-in will be a problem, but you won’t be able to confirm the request until (fill-in-the-blank) time/day.

Or what if your refund policy says they will be fully refunded within 7 days if they cancel within 60 days of arrival…then Airbnb or Vrbo are not able to follow through with issuing a timely refund?  Clearly it’s not your fault, but the guest won’t necessarily understand that.  You’re likely to lose some trust from your guest.

Other Ways to Provide Great Customer Service

Show enthusiasm for your property and destination

Be patient

Be flexible

Show compassion and empathy

Exceed expectations

Ask questions and be a good listener

What ways are you exhibiting great customer service?  How are you going above and beyond what your guests expect?  Share some ideas in the comments below.