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How do you effectively communicate? It takes no rocket science to understand how essential communication is in every aspect of human existence. It is the fundamental core of humanity. Without communication, more significant problems may arise, and as a short-term rental owner, that’s one thing you should avoid.
Communication is not just about the exchange of words between people. It doesn’t end in merely talking and listening. There are many ways to communicate, and we have so many options for conveying the message across. However, we still fail. Not because we don’t talk well or we’re not listening considerably enough. While there are many ways to communicate, there are also numerous reasons people become lopsided in keeping communication in its correct shape.
The holy grail of just about anything is to communicate intentionally and conscientiously.
Secondary to it is, of course, having compassion and consideration. You have to be proactive in dealing with the concern accordingly, not to defeat the purpose of communication.
In the case of handling short-term rental guests, the possibility of stirring their emotions could take place. While there are always two sides to the coin, most often than not, miscommunication yields adverse outcomes and feelings. Your guests may harbor frustration, disappointment, and distrust- all of which could result in your business moving downhill.
1. Request Vs. Needs
Know the difference between these two and identify them clearly. Requests and needs have distinct characteristics, and differentiating them allows you to accord them appropriately and promptly. A request by definition can be refused. Demand is a whole other story.
Always remember whichever side you are on, be courteous and considerate. Probe into the needs of the guests by asking questions to clarify their requests. Explain what you can do or offer an alternative as per house policies and do not offer something you cannot deliver. Ultimately, the need is the driver of the guest’s decision to book your property. After we identify the needs, then we anticipate.
2. UnMet Needs Result to Anger
Meeting our guest needs is crucial to our short-term rental business and any other business for that matter because we aim to retain and attract new guests. Above all else, don’t give false promises. Don’t resort to doing fake advertisements. The feeling of being tricked or betrayed cuts deep, and it’s not only limited to guests but every human and living creature. How would you feel if you read about getting a bathroom with a jacuzzi only to turn up with a shower enclosure in the factsheet? Or being asked to pay for the gym and pool usage when promised that it comes as amenities. Your property should reliably function as advertised. Do not commit to what you cannot deliver.
3. Passing Blame is Lame
Most of the time, when problems surface, the blame game starts. Either party sinks into the irrational rabbit hole that creates more extensive issues. Instead of exhausting solutions, they delve into the painful battle of who’s at fault. This context is not short-term rental-specific but also applicable in our daily lives. If you happen to be in a situation wherein you unintentionally did something that may have caused inconvenience or disappointment, apologize sincerely. Do not prolong a conversation only to pinpoint who is superior or less; you are rubbing salt to the wound, and it won’t do any good. Instead, take personal responsibility and make the necessary decisions to rectify the situation. Guests do not want to be passed from one person to another. Guest expects transparency from someone they’re doing business with.
4. Quick To Judge Varying Interpretations
This phrase is humanity’s perennial problem, and indeed the majority of us are guilty of this. We all have different perspectives and interpretations of things. Often, our interpretation contradicts the actual score. We based how we construe things on how we feel on that specific day or how the others presented themselves. We were born judgmental. So you’re probably thinking, “Well, it’s human nature,” and you’re correct. However, that doesn’t make it absolutely right. We fail to give others a chance to be themselves because of wrong interpretations. Ask and clarify with your guest first. Listen to understand, not to respond.
5. “Customers are always Right.”
This saying is old news.
As a short-term rental owner, your aim should be to please and provide your guests with a consistent extra-mile type of service, but it doesn’t permit them to abuse their position as your business’ bloodline.
We all know that every guest matters—Our guest loyalty matters. As a host, we must communicate effectively always to find the best possible solution to any issue. Voice out your concern to your guests and work on a compromise. A good compromise helps avoid disputes. If a guest becomes offensive and rude, remember not all guests are worth keeping.
As a short-term rental owner, be reasonable and realistic when you set expectations. If you know too well that you will only be misleading them, stop. Your guest deserves openness from the businesses they give money to.
Re-consider your options. Indeed, you’ll be able to come up with alternatives that will not only satisfy your guests but could also build trust and a good relationship between you.
Business or no business, open communication makes all things more manageable.
For sure, you’ll snicker about how people differ in perspectives and ways. While you’re at it, reassess what you want and how you want things to be. At the end of the day, what you decide now affects how you arrive at your destination. Take a detour if you must, don’t go the long and winding route of misunderstanding.
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