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How to manage your visitors effectively so that you can keep them happy, and virtually guarantee their return.

This is a relatively simple exercise in customer relations management. Anyone who is familiar with the concept of CRM will know that this is extremely important for a business. Your vacation property should be treated just like a proper business, so CRM is just one part of making it successful.

1. Help them to find what they are looking for. Ideally they have found it - their dream holiday, but just to be safe, ask them if everything is alright. Do they need anything else? A little something extra could make all the difference, and ensure that they are happy enough to feel that they have indeed ‘found it’.
2. Don’t underestimate how important you are. As host for their holiday, you are their guide, friend and confident. You obviously know more than they do about the property, the area etc. Play up to this, by showing them that you are indeed a lovely person - after all, people sell products, so the nicer you are, the easier you will find it to sell. Having already sold to them once by getting them to book your property, then encouraging your guests to return should be a little easier. Even if they do not return - as some people do not like visiting the same place more than once, then they may recommend you to someone else.
3. Go above and beyond. This may seem daunting, but just by giving a little help here and there, with say for example; unloading their cases, finding them a telephone number, direction to the nearest shop or restaurant  etc. could make a huge difference.
4. Provide extra things for free. This all depends on how you wish to manage your property. If you have keenly priced your weeks, then you may feel reluctant to ‘give stuff away’. If you do add extra’s for free though, then your guests may feel that they have had more value for money.
5. After they have gone. Don’t be a stranger to your ex-guests, send them a card at christmas.  Maybe there is a special event organised in your area - tell them about it, either via email, or a post card. Gentle reminders here and there will keep the memory of their stay fresh in their mind. 

“Y’all come back now.”  That memorable line — pinched from “The Beverly Hillbillies” television show — is a phrase that should be ringing in your ears after every departure. Your own version of this goodbye will suffice though.

There are a lot of do’s and don’ts with regard to running your holiday home as a business, and here are a few.

1. Take the trouble to find a decent agent. bad management can cause unnecessary vacancies, and worse. Disreputable managers have been known to rent property out, and pocket the proceeds.
2. Price your rates correctly, too little and you are selling yourself short, too much and you will not get the bookings you deserve.
3. Exercise extra marketing activities yourself. Obviously, tell friends and family of your holiday property, but don’t expect to get your full rate from these. Then there is an endless variety of websites with which to market your property, these will have varying degrees of success. Press advertising, articles, the list goes on.
4. Keep a useful events folder, with leaflets, and details of all your local attractions. This folder would also incude local restaurants, shops, taxi and local transport services.
5. Always keep your property clean, with necessary utencils available.
6. Keep a Guest Book, and encourage your renters to write down their findings, and thoughts for your property.
7. Have a welcome Pack ready for each of your guests as they arrive. Important things such as milk, bread, and tea or coffee, plus a little extra such as a bottle of champagne, or maybe a bottle of your local wine or produce (local being obviously cheaper).
8. As the weather may not always be conversive to outdoor pursuits - have books, and board games available. A video games console is good for kids. Try to have as many varied activities as possible, so as to keep most people happy.
9. Ensure that you have a do’s and dont’s list. In this list you can also provide instructions for everything that may need more than one brain cell to operate.
10. To ensure that your guests leave on a good note, you could give them a goodbye gift. This need not be expensive, just some local produce. Remember -  it’s the thought that counts.

So there you have it. As you have a great property in a great location, then you cannot fail to do well - but similar things have been said shortly before a great demise. With this in mind - never become complacent.