It is inevitable that eventually as you work in the holiday rental market you will meet the dreaded awkward customer. Jon explains how to handle such customers who are determined to make an easy transaction difficult. 

KEY TAKEAWAYS

• Try to understand the situation from the customer’s point of view.
• Treat all problems as important to you as they are to him.
• Work with them to identify what outcome they want now.
• Avoid interruptions and deal with their problem personally.
• Confirm with them what action you are going to take. 

BEST MOMENTS

‘Make a point of listening and letting them have the opportunity of offloading all the things they’re concerned about.’

‘The first thing you can do with an awkward customer is thank them for letting you know about the thing that they’re unhappy about.’ 

‘You can actually build loyalty from this particular customer by treating their issue as both important and something that you need to deal with urgently.’

‘The most important thing is to keep a level head. Try to keep emotion out of it.’

VALUABLE RESOURCES

• Website: https://www.spaproperties.co.uk/

ABOUT THE HOST 

Jon Stanton

Jon left a successful career spanning thirty years in IT to pursue his passion for property management and has been leading the team at Spa Properties for almost fifteen years.

As well as leading the team at Spa Properties, Jon is an advocate of ongoing business development and professional networking, as well as a senior member of the Scarborough Hospitality Association.

CONTACT

• LinkedIn: https://www.linkedin.com/in/jon-stanton/
• Twitter: https://twitter.com/jonspap

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