Creating a WOW Impression for Renters
January 9th, 2008Imagine walking into a property you’ve rented via the Internet and being greeted to the following:
The woodstove was alight; the table decorated and set for two; Christmas music was playing on Classic FM; table lamps were softly glowing, the hot tub up to temperature, and the lights on the mantel and tree completed the picture. We left a festive wicker gift basket filled with chocolates, wine and some scented candles, and for a couple enjoying their first Christmas together, I can’t think of a more welcoming effect.
This is how Heather Bayer, owner of the above property, prepares her cottage for her renters. She calls it the WOW effect. Bayer is a seasoned pro when it comes to cottage rentals. She along with her partner, Craig White, operate CottageLink, a cottage rental management business in Ontario.
I don’t think I have ever walked into a vacation rental, five star hotel or otherwise, and received the kind of treatment Bayer provides her guests.
During our recent stay in Whistler, I was thrilled that the owner of the unit was actually there to let us in, help us with our luggage, and explain the keys and locks. It would have been great if he was more familiar with the Internet connection, something we struggled with over the next five days. They didn’t leave any candles or chocolates, just some brochures from local tour operators.
Both my husband I agreed that although the place was immaculate and had great amenities, we would not likely rent there again. Why? Because two nights in a row, we were woken up at 3 a.m. by weekend partiers who stayed up listening to music. When I inquired at the front desk the following morning about what we could do, the concierge just shrugged her shoulders and informed us that unless the owners retained the services of a security company, which they did not, there was little that could be done. The broom handle on the ceiling seemed to settle things down around 5 a.m.
Next month, we will take possession of townhouse in Whistler. Our plan is to rent it out when we’re not using it. Based on my previous rental experiences and Bayer’s advice, I’ve realized that I too would like to WOW my guests. Not an easy task considering we live two hours away.
On Friday, I will provide some tips on how to create a welcoming experience for rental clients. It will include: providing a welcome book that covers not only how things operate, but great places to eat, how to prevent guests from locking themselves out, and how to can provide emergency service for guests if you are unable to respond to them yourself.
I love it when my expectations are exceeded. It’s even more delightful when I can exceed others’.
Cheers,
Julie
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January 10th, 2008 at 5:19 pm
Jules,
We are off to Dubai. Running their marathon next Fri. Dorisey is going to be riding herd. Fishing was good. Caught some big Wally’s and a ton of perch. The jack were just a nuisance. Killed 4 snowmobiles. 1 survivor. Need some of that avalanche snow you were writing about. We hit some rocks still exposed. As far as the ice fishing goes, we only caught fish when we were consuming butter ripple. The fish must like it or something. Costco has a roast of beef that all you need to do is heat. It’s as good as their ribs. We will be off to the mountains before the end of Feb. to do some sledding. Need to go to Minnesota and pick up some boats first. Believe it or not, starting to get lots of hits on the boats on the net. Yes it’s still Jan. Got to run.
January 10th, 2008 at 6:26 pm
Hello Running Car,
Welcome back - we’ve missed your comments. Good luck in Dubai, you thought Chicago was hot, you’re running shoes will likely melt before you finish. I think it’s hilarious Dorsi is looking after your herd, loved her stories from the last time she did it, would love to hear what the kids think of it…..
Glad to see you’ve found Costco - must try the beef - we had their spinach salad the other night - excellent - a definite 8 out of 10 (I added my own crutons)
Happy to send you some snow- it’s killing us (sorry bad pun). Butter ripple what? Ice Cream??? while you’re ice fishing?
Happy trails,
Julie
January 12th, 2008 at 1:39 pm
Hi Julie
Thanks for the mention!
There is a great satisfaction in hearing my guests say how wonderful the property is and how welcoming they found it. I reckon it costs little more than $10 per rental to provide that little extra and it pays back big time in return guests and referrals.
I heard from an owner recently who said he advised his renters to bring a flashlight if they were arriving after dark so they could find the lock box. Even though he lives close to his cottage, he was not even prepared to put an outside light on. He said it attracted bugs! This was almost beyond belief.
As property owners we should be prepared to go the extra mile for our guests. They are purchasing a product/service from us so it is only fair that we provide the best we can. I applaud your plans for your townhouse. On the distance issue, why don’t you hire someone to do the guest preparation. It may add on a few dollars to your costs, but given the benefits that I’ve mentioned, may be well worth the extra cost.
June 30th, 2009 at 9:22 pm
interesting post, will come back here, bookmarked your site