Advice: Customers

Booking

Wherever your customers come from to find your property, you must treat them with baby steps. As long as you don't go overboard with them, contact them as much as they need it. E-mail is great for this as it is free. This also allows you to build up a friendship. There is nothing wrong with turning your customers into friends. The more names you have, the more you can communicate in the future creating a loyal customer base. By that, we don't mean regulars, but it would be great to send people Christmas cards just to remind them who you are. One day they may want to come back to your holiday home, or their friends may be looking for advice on places to go (these are your top 20%).

When your customer books, be efficient. Don't reply a week later - A holiday is a large amount of money for people to be spending. They will be looking for confirmation that you exist in real life. Make sure they have your home address and telephone numbers to reassure them, and allow them to contact you whenever they feel they need to. If you use email to correspond, check it daily, not every other day. Reassure, reassure and then reassure again.

  1. Accept the booking - give the customer a timetable of what you need and when, ie. Deposit, full payment. Ask them if they have any special requirements to give you plenty of time to prepare.
  2. Offer them as much other useful information that you can as early as possible. Which airport to fly to, where to hire a car, the essentials.
  3. Try and stay in regular contact throughout the transaction, keeping it on a friendly basis, offer them good websites to go to find out more information of the area they are visiting. This can be your excuse to stay in touch.
  4. Two weeks to go, send them your pack (if you have one). If not, as a minimum, send them directions to the property from whichever airport they are flying.
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