45 | How to Bounce Back When You Let Your Guests Down

Listen Now:

Letting down your guests sucks, but when it happens (and it will happen), what do you do next?

We’re going to share the experiences we’ve had and how we bounced back. You are not alone if you’ve made a mistake. No matter how good you are, things are going to happen, and what matters in those moments is how you handle it.

When something goes wrong, here’s what you need to do to bounce back:

• Commiserate with someone who will understand: If you know someone who also runs a rental, share the experience with them. Tell them the story of what happened, and get feedback on what you should do.

• Take care of the customer: The first thing you need to do is make good on your guests. Assure them that you understand their frustration, apologize, don’t make excuses, and do what you need to do to make it right. You need to go above and beyond the inconvenience caused to them in order to make it up.

• Create systems to prevent this in the future: We can’t anticipate everything that could possibly go wrong, but when something does happen, it’s important to analyze what happened and find out if there is any way to close the gap. 

The important thing to remember is that we can’t anticipate everything that could possibly go wrong, but when something does happen, it’s important to make it right with the customer and try to prevent the same thing from happening in the future. Learn from your mistakes and adapt. And know that you’re not alone because we all make mistakes!

Resources:

• Automated Messaging: www.smartbnb.io
• #STRShareSunday: @thevermontaframe