• News
    • VRM Intel News
    • Latest News
    • Sponsor News
  • COVID-19
  • Marketing
  • Tech
  • OTAs
  • Customer Service
  • Regulations
  • Business
  • Housekeeping
  • Subscribe
  • More
    • Calendar of Events
    • VRM Intel Live!
    • Reports Login
    • VRM Intel Magazine
    • Advertise
    • Authors
    • About Us
    • Contact Us
VRM Intel
  • News
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • Rent Responsibly announces new partnerships and new virtual conference series
      Rent Responsibly Launches New 2022 Partnerships and a New Virtual Conference Series for VRMs and Others
    • Houses in Koko Head, Oahu, Hawaii
      Property Managers And Owners Sue Honolulu County Over Bill 41
    • Steamboat Springs, Colorado houses and condos below the ski runs in winter
      Steamboat Springs Bans Vacation Rentals in More Than Half of the City
    • VRM Intel News
    • Latest News
    • Sponsor News
  • COVID-19
    • 2022 Vacation Rental acquisitions from AvantStay, VTrips, Vacasa, Meredith, and more
      Who Sold? Here’s What We Know: 2022 Vacation Rental Management Acquisitions
    • 2021/2022 Ski Destinations Showing Big Performance Gains in ADR and RevPAR for Vacation Homes and Condos
    • “It’s like a short-term rental regulation pandemic.” 2022 Spring Vacation Rental Regulatory Trends + Fall Outlook
    • HR 2022: Attracting Today’s New Workforce after the Resignation Tsunami and the Great Renegotiation
    • 5th Annual #BookDirect Guest Education Day, Feb 2: Why It Matters
  • Marketing
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
    • Moneyball for Vacation Rental Managers
    • 4 Ways to Stand Out in a Crowded Market: Get Your Brand & Listings in Front of Potential Guests
    • Why, When, and How to Upgrade Your Hospitality Software
    • 2021/2022 Ski Destinations Showing Big Performance Gains in ADR and RevPAR for Vacation Homes and Condos
  • Tech
    • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    • Vacasa (VCSA) Stock Falls as Lock-up Period Expires
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
    • Front of the House, Meet the Back of the House
    • Why, When, and How to Upgrade Your Hospitality Software
  • OTAs
    • Vacasa (VCSA) Stock Falls as Lock-up Period Expires
    • 4 Ways to Stand Out in a Crowded Market: Get Your Brand & Listings in Front of Potential Guests
    • Stays Group and Touch Stay Announce Partnership that Strengthens The Vacation Rental Travel Ecosystem
    • 2021/2022 Ski Destinations Showing Big Performance Gains in ADR and RevPAR for Vacation Homes and Condos
    • Using Airbnb For Bookings Just Got Even More Risky with New Refund Policy
  • Customer Service
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • View of Waikiki from Diamond Head Park, Honolulu, Hawaii
      Honolulu City Council Bans Stays Under 90 Days Across Oahu
    • Are you a Visionary without an Integrator at Your Vacation Rental Management Company?
    • YOUR Memory Factory: Creating Lifetime Memories for Guests with those They Cherish Most
  • Regulations
  • Business
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    • 2022 Vacation Rental acquisitions from AvantStay, VTrips, Vacasa, Meredith, and more
      Who Sold? Here’s What We Know: 2022 Vacation Rental Management Acquisitions
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
  • Housekeeping
    • Analysis: “Reinventing” Vacation Rental Management by Alex Nigg
    • HR 2022: Attracting Today’s New Workforce after the Resignation Tsunami and the Great Renegotiation
    • Safety First: Evaluating and Addressing Safety Risks at Your Vacation Rentals
    • The Importance of the Guest Experience within Vacation Rental Operations: From the Back of the House to the Front
    • Passing the Torch: Meyer Vacation Rentals Transfers Ownership To The Next Generation
  • Subscribe
  • More
    • Calendar of Events
    • VRM Intel Live!
    • Reports Login
    • VRM Intel Magazine
    • Advertise
    • Authors
    • About Us
    • Contact Us
  • RSS

Customer Service for Vacation Rental Professionals

Winning back a customer is like winning back a lover

Winning back a customer is like winning back a lover
mm
VRM Intel Staff
June 16, 2015

The 21st century has brought about big strides in the psychology of customer service. We can thank millennials for helping us “find our truth” and learn relationships between customers and businesses are just as personal as any other serious relationship.

With today’s competitive environment, a business that sincerely wants to win a customer back can take cues from the steps needed to reconcile the most intimate of relationships.

 

6 ways to win back a customer like winning back a lover

 

1. Know why things ended

winning a customer back the break upWhen we’ve lost a lover, it is easy to get defensive and not take a hard, honest look at we did wrong. But if we don’t understand what we did wrong, we can’t fix it.

Some businesses have an easier time than others at capturing data about why a customer left. Sincere exit interviews are critically important when possible, and in most cases, our ex-customers (and our ex-lovers) are eager to share why they moved on. Was the cost too high? Were there better alternatives? Did we ignore their needs to pursue our own agenda? Did we not understand what they were trying to tell us? Were we rude and unsympathetic?

 

2. Sincerely apologize for what we did wrong

Winning back a customer apologiesWhen we are hurt, it is hard to apologize for our part in the breakup…in intimate or business relationships. Once we clearly know where we failed, we need to find a way to be humble and sincere and acknowledge our part of the breakdown to the person we’ve hurt. A simple and personal email or letter to the customer validates their complaints and plants the seed that we care, which is all we want to do with the apology. And with this apology, we don’t ask for them to come back.

 

3. Get in shape

winning back a customer get in shapeTo be alluring enough to be reconsidered, we need to do some self-improvement…We need to look hot again.

What does that look like for you? Do you need to change your call center strategy, give your product or service a face lift, or reduce your costs so you can offer a lower price? You may simply need to adopt a company culture of compassion and service. You had something special that won the customer the first time. Try to recapture the romance and show them that you still have what it takes, but now –after taking some articulated steps -you can meet their needs even better.

 

4. Don’t be annoying

Don't be annoying to your customersMost of us have learned that if we call or text or message too often, our ex will run even faster in the opposite direction. We need to communicate to find out what we did wrong…once. If they tell us, we have something to work with. And we need to apologize…once.

Then, after seriously improving, we can communicate what we’ve done to change. But that it is. Like our ex-lovers, the more we chase, the faster our customers will run.

 

5. Give them easy access and more control

Winning back a customer make it easyFind ways to give ex-customers an easy, unobstructed path to reconciliation. We already have their account information, their billing info, their logins/passwords, and the specifications of what they want. If we know where we messed up, have improved our offerings and are still easily accessible, more often than not, our exes will find it is easier to stay with us than start over with someone new.

Gently offer them incentives…real incentives… to return. Take a hit. We all know what the lifetime value of reconciliation is worth to our company, so we should make our incentives show we truly and deeply care.

 

6. Know when to move on

Winning back a customerLike our ex-lovers, there are some customers we either cannot win back or we are better off without. Inevitably there are a few exes that drain our energy and keep us from moving forward. They prevent us from being the best we can be, and we need to be able to let them go without it hurting our egos or consuming our thoughts or resources. It is important that we conserve our energy and talents for those who we can serve effectively.

 

Relationships are hard, whether they are with an ex-lover or an ex-customer. Reconciliation requires self-awareness, hard work and humility. In business, it is critical that we have something special to offer our customers, but we need to listen to them, improve our services and empower them to choose us.  In this generation more than any before, the choice is theirs.

 

By Amy Hinote

Amy Hinote Marketing for Vacation RentalsAmy Hinote is the founder and editor of VRM Intel which provides news and education for the rapidly expanding vacation rental industry. With a background in finance and marketing and over 10 years im hospitality, Hinote has worked with accommodations and tourism companies, suppliers, and intermediaries and provides insider information about the growing vacation rental industry. Hinote resides just north of Chicago in Evanston, IL.

Contact Amy Hinote
amy.hinote@vrmintel.com
(251) 455-4994

 

Related Items
Click to add a comment

Leave a Reply

Cancel reply

Your email address will not be published. Required fields are marked *

Customer Service for Vacation Rental Professionals
June 16, 2015
mm
VRM Intel Staff

Related Items

More in Customer Service for Vacation Rental Professionals

Leading Proptech Company Guesty Appoints David Aber as CFO

VRM Intel StaffJune 21, 2022
Read More

Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals

VRM Intel StaffJune 21, 2022
Read More
View of Waikiki from Diamond Head Park, Honolulu, Hawaii

Honolulu City Council Bans Stays Under 90 Days Across Oahu

Alexa NotaApril 19, 2022
Read More

Are you a Visionary without an Integrator at Your Vacation Rental Management Company?

Steve TroverMarch 24, 2022
Read More

YOUR Memory Factory: Creating Lifetime Memories for Guests with those They Cherish Most

Doug KennedyOctober 16, 2021
Read More

OTAs: The End of Property Management as We Know It

Alex NiggJuly 22, 2021
Read More
Scroll for more
Tap

Sponsor News

  • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    BusinessJune 13, 2022
  • VTtrips Acquires Carolina Retreats, Silver Sands, Miss Kitty’s, and Tybee Vacation Rentals
    BusinessJune 7, 2022
  • Moneyball for Vacation Rental Managers
    BusinessJune 6, 2022
  • Is now the best time to sell your vacation rental business?
    BusinessJune 1, 2022
VRM Intel
Calendar of Events
Videos & Whitepapers
VRMintel Magazine
Subscribe
Advertise
About Us
Authors
Contact Us

Recent News

  • Leading Proptech Company Guesty Appoints David Aber as CFO
    BusinessJune 21, 2022
  • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    BusinessJune 21, 2022
  • Rent Responsibly announces new partnerships and new virtual conference series
    Rent Responsibly Launches New 2022 Partnerships and a New Virtual Conference Series for VRMs and Others
    Industry News for Vacation Rental ManagersJune 21, 2022
  • Houses in Koko Head, Oahu, Hawaii
    Property Managers And Owners Sue Honolulu County Over Bill 41
    Industry News for Vacation Rental ManagersJune 17, 2022

View Current Issue

VRMintel Copyright © 2016-17 | Click HERE to Subscribe | Privacy Policy | Disclaimer | Copyright | Jobs | Facebook | Twitter | LinkedIn

Twiddy & Company and Their Kaba Integration
Brindley Beach “Phoenix Rising”

xxx videos

  • mamadas
  • redwap
  • free porn
  • porno gratis