VROA COMPLIMENTARY NEWSLETTER - May 17, 2004
SUBJECT: The Trouble with Suppliers
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Most owners focus 80% of their energy on creating more demand, uping rates and increasing occupancy. I can think of a hundreds Emails and phone calls where the only question is "How to I increase sales?" As all large companies know, lowering costs can be just as important to and much easier to accomplish than selling every available date at the highest possible price.
Long time readers will admit that this newsletter devotes a lot of words to sharing revenue items. Plus we've frequently included cost saving ideas from the major to the minute. But recently I as reminded that who we choose as suppliers and how we work with them can be a significant factor in keeping costs down, minimizing guest complaints and making sure we all sleep well at night.
THE WAKE UP CALL:
At one of the homes we own (a four hour drive from our primary residence) we have employed a personable young gardener (lets call him "Richard") to do the and lawn mowing and gardening for the past few years. He does fairly good work and has been reasonably reliable. But there had been certain behaviors that, as an experienced (you can read that "old") business person I should have paid more attention to.
First it was the stories about his unreliable truck, then his seemingly quick marriages and divorces (yes plural). Often invoices arrived months after work was to have been done and the gardener's ledger seldom matched ours. Last summer we sat down together to compare ledgers and make sure everything had been paid. The summer before last he had assigned someone else to do work at the houses without our approval. Later we received a time sheet for 56 hours for what was to have been a two day weeding project.
ATEMPTINGTO BE REASONABLE:
I've been self employed pretty much my whole life, starting at the age of 15. Until I was in my early 20's I reacted to supplier over-billings perhaps too stringently. So in the case of the gardener I listened to the excuse, paid the bill and gave specific instructions that the other no work was to be subcontracted without our approval and all special assignments must have our prior approval.
Sometime after that we instructed Richard to trim bushes at the house to make sure we were in compliance with the Home Owners Associations Rules. This project had been ordered in previous years and the cost was in the $50 range. A nip and a tuck, so to speak.
My father used to say, fool me once - shame on you, fool me twice - shame on me. So I should not have been surprised when the invoice arrived for $500 for "tree trimming." When I questioned the gardener he said, "Well I subbed it out to someone else, and I guess I forgot to get a bid." Richard acknowledge that the sub-contractor was renowned for taking advantage of customers" and that he failed to get a bid or call for permission. "I didn't ask your permission because the work needed to be done to bring the trees into compliance."
Had I known of this excessive cost I would surely had avoided it by turning the trees into firewood with my handy chain saw and an hour of labor. And I'm always ready to make (or save) $500 per hour.
If this problem had arisen with a large company, the simple solution would have been to return the invoice with a note notifying them that the work had not been ordered and would not be paid. But the gardener is a small one person company. He frequently claims to always be dead broker due to family problems and child support. So I attempted to reason with Richard and eventually sent a payment for $250 even though the problem was totally on her end.
That action has now resulted in numerous "flame" Emails from Richard and errant letters from his bookkeeper. Most recently Ricahrd has taken to going door to door in the community to slander us and plead his case. Luckily, we have gotten calls from those he has spoken with telling us the incidents and acknowledging their belief in how unstable Ricahrd is.
THERE IS NO ANSWER:
Unfortunately there is no acceptable solution to this problem. Many of you may see it as a small issue, and I agree, but if we value our reputations and hope to conduct our affairs ethically then it is a good time to examine who to choose as vendors and how to deal with them.
These are rules I have learned the had way but unfortunately I have not always followed my own guidelines. As far as I can tell, no business school teaches these expensive lessons, there is no book specifically on the subject and even in trade associations like VROA we seldom share experiences or devote time to grasping this little rules and adapting our actions to them.
NO NUTS: Long ago I spoke with a Human Relations hiring expert. When it came to hiring employees he said he could throw out all the IQ tests, Skills tests, past employer interviews and reference checks. His number one criteria was, "Don't hire any weirdos." I think the same is true for vendors. If they have peculiarities, personal problems or can't have a nice social conversation its best to stay clear. There are usually multiple suppliers for every task you might require at a vacation rental home. Avoid the nuts.
PUT IT IN WRITING: Every lawyer every handling a case has had to repeat these words to clients (big and small), "Why the heck didn't you put it in writing?" And now with the advent of email it is easier than ever before. Every little task, every chore and every on going project must be confirmed in writing. If you don't send the supplier an email or letter, then keep notes and put them in the vendor's file.
KEEP RECORDS: If you've been in litigation you quickly learn that what you think you said is almost never what the other party heard. Sometimes they are lying and sometimes they harbor wishful memories. What counts in court is what someone, anyone, wrote down. If you have it in writing, you win. If you don't, you lose. So keep careful records. At a minimum that means a vendor file must be kept with all paid bills, notes and any other correspondence.
BE SPECIFIC: Whether for your rental or your personal affairs, when buying a product its prudent to be very specific when purchasing. Ask the price (and whether you can get it cheaper), the date it will be delivered or received, whether there is a warranty date, and how you would go about getting it repaired if need be. Don't accept platitudes from a sharp taking sales person. Get that warranty in writing. And jot down anything else that they say. Make sure you let them know you are writing it down. Always put the date on the note, where the conversation took place (even if it was on the phone), who you spoke to and what their title was.
THE BIG GUYS: When dealing with a large company be extra careful to identify who helped you. Even with phone companies, utilities and so forth early in the conversation ask person's name and their employee ID number or telephone extension number. If you place an order or a change order always ask for an order number or confirmation number. Virtuallyall large firms enter all customer communications in to a computer data base and those records surely will have a record ID or other unique identifier. If you fail to get the number its as if you never called.
REACT QUICKLY: If you have a problem with a supplier always contact them immediately. Spell out the problem in detail and then, very generally, ask for a resolution. Asking for something specific may not get the intended result. Often they may offer more than you require. And if they don't, move on to say "That doesn't fix it, what else could you do?" Only resort to demanding specific answers when they seem willing but unable to think of a reasonable conclusion.
Also, by demanding very specific answers or being inflexible you may cause the supplier to question your sincerely. You must appear to be, and must truly be, willing to listen to the other parties point of view, determine if they too are genuine and then attempt to find a mutually acceptable solution.
BE CORDiAL: You know what its like when a guest calls and complains unreasonably - you block them out and are far less likely to be accommodating. In reverse don't be turn into that kind of dumbell when you are the customer. Never ever lose your temper whether you be customer or vendor. Sometimes it is necessary to be assertive. You can even let your personality out and laugh at a vendor who lacks the intellect to solve the problem. But no matter how you respond, don't resort to anger, or raised voice or threats. It simply does not work.
BE LITIGIOUS: Most folks find court a fearful exercise. Many people never set foot in a court house in their entire lives. But if the supplier is unreasonable or unreliable the only way to end the conflict may be to submit it to an independent neutral party and let them decide. And those people are called judges. Filing suit should be the last resort. But if the amount is sufficient then, before you even begin to rent you home, you must be willing to petition the court to protect your financial interests
Small amounts can be pursued in the "Small Claims" court offered in most jurisdictions, and you can prepare and plead you case yourself to save attorney fees. If you've never been to small claims there is a way to triple your chances of success. Like most skills you can learn by doing or learn by observing. Surely you don't want to "do" any more than necessary. And the way to learn by observation is simply to go to the courthouse and sit in the audience and observe at least a dozen other small claim proceedings. You might be amazed. Its nothing like Judge Judy. And it can even be boring, but you will pick up a wide-eyed understanding of how to present your grievance.
Large matters, on the other hand, require the help of a competent attorney. Be careful in picking an attorney. Buy his or services with the same rules used to hire any vendor. The attorney will want a blank check for whatever hours he dreams up at an hourly rate that even rock stars don't earn. Don't put up with it. As I said above, ask the price, get dates, set limits on costs and keep a tight control of what is to be done, when its due and what end result you can expect.
IT WAS MY OWN FAULT:
So back to the gardener. Why should you accept recommendations from a guy who didn't follow his own hard won guidelines? Unfortunately dealing with vendors is nothing more then dealing with humans in general. We're flawed and erratic organisms.
------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
Maybe I like this Dominican Republic hideaway because the name sounds so Hawaiian (you know I love Hawaii). Ted Riskin's home is pleasant, sunny & bright. A fun place to play. Take a peek at here. (If you want your place considered for Home of the Week please drop me an email.)
ONLINE:
See the nice article that mentions VROA in the Press Section of the member's only website. www.VROA.org.
TELL A FRIEND:
If you like receiving these newsletters, if we've helped you even a little, please tell your friends by clicking here (Its automated & easy.)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
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Wednesday, March 17, 2004
Wednesday, March 10, 2004
VROA OWNER NEWSLETTER - March 8, 2004
SUBJECT: Six Tips for Creating More Cash from Your Vacation Rental
Sorry if that headline sounds like a get rich quick scheme. Owning a rental is too much work for that. Most weeks I cover a single topic that owners have been asking about. But today let me catch up on a number of small but equally important tips Vacation Home Owners will want to know. Its kind of a mish mash really but you are bound to find something that will make you a buck or save you two.
FLOOR PLANS:
I was reminded recently about how important it is to have floor plans on your website. Before the Internet (Kinda prehistoric times, eh?) Guests called vacation rental manages and booked rooms or homes with very little information. They relied on the firm's integrity and the knowledge of the "minimum wage" telephone operator answering the phone.
But those days are gone forever. The web has revolutionized our small and comparatively invisible industry. Guests, especially the computer savy, want to inspect the goods before they buy - all of which is made possible by the web. So you simply must have lots of high quality photos and a long descriptions of amenities, features and location. But I am surprised at how few home sites include a floor plan. They are easy to create and just as easy to post to your site as photos.
Floor plans allow guests to size up the home, count the beds, and get a feel for the roominess. But they also protect you legally. If you've ever had a guest show up and then want to cancel because they children's bedroom is just too far from the parents you know what I mean. (And by the way, I presume you are only taking non-cancelable reservations, aren't you?)
One source for getting floor plans done is Plumley Drafting
EARLY/LATE FEES:
They are the scourge of every kind of lodging. Those guests who, knowing checkin is at 5pm show up at noon demanding immediate access to their rental. Some owners have even experienced guests who pick the lock, or (using pre supplied codes) enter early illegally, or brow beat cleaners into allowing them entrance. These are the same folks who will want to check out at 3pm when they know its supposed to be 11am. And if you have back-to-back rentals they cause grief for later guests as well as yourself.
It doesn't matter how explicit your guest agreement is, or how often you've notified them during the phone booking, or even if you have a six foot sign on the living room wall that says CHECKOUT 11AM NO LATER. These are some of the dreaded FIVE PERCENT who are trying to get something for nothing.
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This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
So how do you handle this? First, your Guest Agreement and Terms &Conditions must be very clear. And there must be penalties. Coming early or staying late will result in a fee of a FULL DAY'S rent AND any other damages they cause. Should the following guest arrive to an already occupied house they will depart and you could lose a full week or more of income. The second guest might even sue you for wrecking their vacation. So its only fair that the first guest - who caused that problem - pay for it.
Plus you should never offer early checkins or late checkouts for free. A policy that works well is to charge 1/4 days rate for a noon checkin and 1/2 days rate for a 8am checkin. Charge 1/4 days rate for a 4pm late checkout and 1/2 day rate for a 8pm checkout. (These presume you use 11am checkouts, 5pm checkins and that you do not have back-to-back bookings before or after.) Extending the time any more that that essentially gives the guest a full days use for less than a full days rate.
In your contract, make sure you disclose that "Earlys" and "Lates" are not guaranteed to be available and that the guest must call 24 hours in advance to confirm if you can allow it. That way you can still accept other last minute bookings if the opportunity arises. Agreeing to Earlys or Lates far in advance could cause you to lose last minute guests asking for dates immediately before or after the existing booking.
MYSTERY SHOPPING:
Its been said, that mirrors were invented only for the beautiful and the handsome. The rest of us sneak around without looking. But you shouldn't avoid checking the reflection of your vacation home. "Mystery Shopping" is a good way to check out your vacation rental management firm. Call them on several occasions at various times of the day without identifying yourself and posing as a guest. On one call be quiet and reserved. On the next be pointed, asked very detailed maybe even rude questions. You will find out how persuasive they are, how professional and whether or not they feature your unit or hide it from the customer. Its also revealing to send inquiries by email and even by snail mail. You may be unpleasantly surprised.
Remember to write down the dates and times and discuss it with the firm's manager next time you are onsite. A letter, email or phone call will help but you are better of to sit down face to face and tell them what you learned.
If you are self managed, you can double check your telephone etiquette by asking a friend to ask a friend to call and inquire about renting your home when you least expect it. Then have them give you a brutally honest evaluation. Were you factual, easy to deal with, happy with your work, helpful and courteous? We all think we're good looking but the mirror tells the truth.
Mystery shopping may convince you that need to lose a few pounds, alter some attitudes or even find a new manager.
TOLL FREE NUMBER:
Many owners wonder if they should have a toll free number for prospective guests to call. Others are unsure of even how to secure such a number. In my opinion toll free numbers are a scam. Somehow tens of thousands of companies have decided its their duty to pay for every communication with consumers. For larger ticket purchases such as vacation rentals its important to ask - how qualified is the guest to pay you $1,000 or $2,000 or more in rental if they can't afford a long distance calls.
Unfortunately Toll Free Numbers are expected by consumers. If you want to appear to be quiet, personal and unobtrusive then you shouldn't get a toll free number. (I so not pick those adjectives lightly. A lower key approach warns the guest to keep their assumptions in perspective and not to make unreasonable demands before, during or after occupancy).
On the other hand, if you want to have a more formal relationship with guests a toll free number is a good idea. And contrary to my aspersions about guests that can't afford a phone call, you will definitely lose a prospective booking every now and then if you don't have one.
An how to get a toll free phone number? That is a lot easier than you think. Simply call your long distance provider and tell them you want one. It may take a few days especially if you want to search for a number that is memorable or meaningful (that can be difficult.)
NOTE: Unless you can find one of the few remaining 800 numbers you should always include the words "Toll Free" before or after your number if it has a prefix like 888, 866 or 877. There are still many consumers who don't recognize those as toll free. And why pay for their phone call if you don't get some marketing advantage out of it.
LOGO PRODUCTS:
Guests often fall in love with their vacation spots. A great way to reinforce their enjoyment and remind them to return is to offer merchandise with your name and logon on them. I have been using "logo wear" at various companies for over 30 years. But that usually required a minimum order size and some costly up front setup fees. Now, however, there is a wonderful new service called "Cafe Press" that allows you to upload logos and designs and store them on a webpage where customers can find and purchase your goods.
You can link your site to it and they take care of the rest. They print products one by one, take the customer's credit card and ship the merchandise direct. There is a wholesale price that you see but you get to set the retail price and CafePress even sends you the profit. If you want to order some for yourself or to use as gifts you get the wholesale price. You will be surprised at how affordably they can do this customer one-off printing, billing and shipping.
It is revolutionary. Click on this link to see our VROA CafePress store. To setup your own store please click here.
AUCTIONTAMER:
This suggestion may seem trivial. However, if you are outfitting a home, buying supplies or other goods you really should keep you eyes on the eBay Auctions. If you are still a novice to the whole auction thing you will be amazed at the millions of products, often new, that are sold there. Plus it is safe. We've made over 200 purchases without any problems due to eBay's rigorous shopper feedback system.
Buying through auctions, however, can take more time than you might like especially if there is an item you really want soon. You have to make the bid, sometimes raise it to stay ahead and wake up in the middle of the night to see if you've won.
But there is a little known techniques that makes these problems disappear. Its called "Sniping" and that is the system of using a software program to manage the bids for you. We highly recommend a software product called "Auction Tamer." It keeps a list of what you want to bid on, where you rank in the bids, which you have won and those you have paid for. But best of all, you can wait to bid and it will enter your price just a few seconds before the auction closes. Competing bidders won't know you are going to bid and they won't have time to up their bid. You win the auction and they end up scratching their heads. Its a killer tool.
To take a look at Auction Tamer click here.
AUCTIONING UNSOLD INVENTORY:
Did I mention you should also be SELLING your last minute availabilities on eBay? Every now and then we do. A few weeks ago we had an unsold week in one of our Kauai homes so we listed it. We set an acceptable reserve (minimum) price and let her rip. We sold that week for close to the regular rates. But more importantly we received 20 other phone inquiries and sold six other bookings - all at the regular rates. The listing fee was $12. eBay is, without a doubt, the most cost effect direct marketing we do.
More importantly, and here is the clincher, the leads we get from eBay are deadly serious about buying. Apparently eBidders only go to auctions when they are truly ready to spend money. And we, of course, are always ready to take it. So if they see your ad on eBay and call to ask about other dates you should take their inquiry very seriously.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
The City of Victoria on Vancouver Island Canada is a slice of Merry Old England just a 60 minute float plan trip from here in Seattle. Its truly a world apart and now you can stay at Deborah Scott's rental "Leigh-on-the-Lake." To take a look click here. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
"Kudos to you for this article...I am with you 100% on this one. I have been researching credit cards and the laws and how they effect Vacation Property owners. I am not convinced that they are the best thing for owners, but I can see the benefits."
- Christine Karpinski (Teacher, Author and Speaker Specializing in Renting Vacation Properties "By Owner")
After writing the article I rechecked the standard Visa/Mastercard Merchant Account contract. Here is what it says in a nutshell, Visa/Mastercard, "will enforce the Cardholder's right to cancel if they are unsatisfied with the accommodations." They WILL NOT up hold the booking even if you can produce the signed NON-CANCELABLE contract. There are a number of excuses deadbeat guests may try to avoid honoring a reservation. But the smart con-men guests know how to use this "Get out of jail free card." It is a "blanket" excuse that causes their payment to be automatically withdrawn from your checking account days ahead of when you get notice. Of course you can always sue them on your contract to recover but that takes time, persistence and money. So the advice for now - - take credit cards if you have to (especially for last minute bookings) sell far in advance and ask for payment by check. Be careful there are things you can and can not say about accepting cards once you've signed up for the merchant agreement. Follow the rules but do work within them to cut your fees and avoid chargebacks. More on this important subject later.
- Wm. May
ONLINE:
Please see these websites for fun:
- Sample Booking Confirmation and
- Sample Terms &Conditions (for Early/late checkin/out suggestions)
TELL A FRIEND:
If you like receiving these newsletters, if we've helped you even a little, please tell your friends by clicking here (Its automated & easy.)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: Six Tips for Creating More Cash from Your Vacation Rental
Sorry if that headline sounds like a get rich quick scheme. Owning a rental is too much work for that. Most weeks I cover a single topic that owners have been asking about. But today let me catch up on a number of small but equally important tips Vacation Home Owners will want to know. Its kind of a mish mash really but you are bound to find something that will make you a buck or save you two.
FLOOR PLANS:
I was reminded recently about how important it is to have floor plans on your website. Before the Internet (Kinda prehistoric times, eh?) Guests called vacation rental manages and booked rooms or homes with very little information. They relied on the firm's integrity and the knowledge of the "minimum wage" telephone operator answering the phone.
But those days are gone forever. The web has revolutionized our small and comparatively invisible industry. Guests, especially the computer savy, want to inspect the goods before they buy - all of which is made possible by the web. So you simply must have lots of high quality photos and a long descriptions of amenities, features and location. But I am surprised at how few home sites include a floor plan. They are easy to create and just as easy to post to your site as photos.
Floor plans allow guests to size up the home, count the beds, and get a feel for the roominess. But they also protect you legally. If you've ever had a guest show up and then want to cancel because they children's bedroom is just too far from the parents you know what I mean. (And by the way, I presume you are only taking non-cancelable reservations, aren't you?)
One source for getting floor plans done is Plumley Drafting
EARLY/LATE FEES:
They are the scourge of every kind of lodging. Those guests who, knowing checkin is at 5pm show up at noon demanding immediate access to their rental. Some owners have even experienced guests who pick the lock, or (using pre supplied codes) enter early illegally, or brow beat cleaners into allowing them entrance. These are the same folks who will want to check out at 3pm when they know its supposed to be 11am. And if you have back-to-back rentals they cause grief for later guests as well as yourself.
It doesn't matter how explicit your guest agreement is, or how often you've notified them during the phone booking, or even if you have a six foot sign on the living room wall that says CHECKOUT 11AM NO LATER. These are some of the dreaded FIVE PERCENT who are trying to get something for nothing.
============================================
This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
So how do you handle this? First, your Guest Agreement and Terms &Conditions must be very clear. And there must be penalties. Coming early or staying late will result in a fee of a FULL DAY'S rent AND any other damages they cause. Should the following guest arrive to an already occupied house they will depart and you could lose a full week or more of income. The second guest might even sue you for wrecking their vacation. So its only fair that the first guest - who caused that problem - pay for it.
Plus you should never offer early checkins or late checkouts for free. A policy that works well is to charge 1/4 days rate for a noon checkin and 1/2 days rate for a 8am checkin. Charge 1/4 days rate for a 4pm late checkout and 1/2 day rate for a 8pm checkout. (These presume you use 11am checkouts, 5pm checkins and that you do not have back-to-back bookings before or after.) Extending the time any more that that essentially gives the guest a full days use for less than a full days rate.
In your contract, make sure you disclose that "Earlys" and "Lates" are not guaranteed to be available and that the guest must call 24 hours in advance to confirm if you can allow it. That way you can still accept other last minute bookings if the opportunity arises. Agreeing to Earlys or Lates far in advance could cause you to lose last minute guests asking for dates immediately before or after the existing booking.
MYSTERY SHOPPING:
Its been said, that mirrors were invented only for the beautiful and the handsome. The rest of us sneak around without looking. But you shouldn't avoid checking the reflection of your vacation home. "Mystery Shopping" is a good way to check out your vacation rental management firm. Call them on several occasions at various times of the day without identifying yourself and posing as a guest. On one call be quiet and reserved. On the next be pointed, asked very detailed maybe even rude questions. You will find out how persuasive they are, how professional and whether or not they feature your unit or hide it from the customer. Its also revealing to send inquiries by email and even by snail mail. You may be unpleasantly surprised.
Remember to write down the dates and times and discuss it with the firm's manager next time you are onsite. A letter, email or phone call will help but you are better of to sit down face to face and tell them what you learned.
If you are self managed, you can double check your telephone etiquette by asking a friend to ask a friend to call and inquire about renting your home when you least expect it. Then have them give you a brutally honest evaluation. Were you factual, easy to deal with, happy with your work, helpful and courteous? We all think we're good looking but the mirror tells the truth.
Mystery shopping may convince you that need to lose a few pounds, alter some attitudes or even find a new manager.
TOLL FREE NUMBER:
Many owners wonder if they should have a toll free number for prospective guests to call. Others are unsure of even how to secure such a number. In my opinion toll free numbers are a scam. Somehow tens of thousands of companies have decided its their duty to pay for every communication with consumers. For larger ticket purchases such as vacation rentals its important to ask - how qualified is the guest to pay you $1,000 or $2,000 or more in rental if they can't afford a long distance calls.
Unfortunately Toll Free Numbers are expected by consumers. If you want to appear to be quiet, personal and unobtrusive then you shouldn't get a toll free number. (I so not pick those adjectives lightly. A lower key approach warns the guest to keep their assumptions in perspective and not to make unreasonable demands before, during or after occupancy).
On the other hand, if you want to have a more formal relationship with guests a toll free number is a good idea. And contrary to my aspersions about guests that can't afford a phone call, you will definitely lose a prospective booking every now and then if you don't have one.
An how to get a toll free phone number? That is a lot easier than you think. Simply call your long distance provider and tell them you want one. It may take a few days especially if you want to search for a number that is memorable or meaningful (that can be difficult.)
NOTE: Unless you can find one of the few remaining 800 numbers you should always include the words "Toll Free" before or after your number if it has a prefix like 888, 866 or 877. There are still many consumers who don't recognize those as toll free. And why pay for their phone call if you don't get some marketing advantage out of it.
LOGO PRODUCTS:
Guests often fall in love with their vacation spots. A great way to reinforce their enjoyment and remind them to return is to offer merchandise with your name and logon on them. I have been using "logo wear" at various companies for over 30 years. But that usually required a minimum order size and some costly up front setup fees. Now, however, there is a wonderful new service called "Cafe Press" that allows you to upload logos and designs and store them on a webpage where customers can find and purchase your goods.
You can link your site to it and they take care of the rest. They print products one by one, take the customer's credit card and ship the merchandise direct. There is a wholesale price that you see but you get to set the retail price and CafePress even sends you the profit. If you want to order some for yourself or to use as gifts you get the wholesale price. You will be surprised at how affordably they can do this customer one-off printing, billing and shipping.
It is revolutionary. Click on this link to see our VROA CafePress store. To setup your own store please click here.
AUCTIONTAMER:
This suggestion may seem trivial. However, if you are outfitting a home, buying supplies or other goods you really should keep you eyes on the eBay Auctions. If you are still a novice to the whole auction thing you will be amazed at the millions of products, often new, that are sold there. Plus it is safe. We've made over 200 purchases without any problems due to eBay's rigorous shopper feedback system.
Buying through auctions, however, can take more time than you might like especially if there is an item you really want soon. You have to make the bid, sometimes raise it to stay ahead and wake up in the middle of the night to see if you've won.
But there is a little known techniques that makes these problems disappear. Its called "Sniping" and that is the system of using a software program to manage the bids for you. We highly recommend a software product called "Auction Tamer." It keeps a list of what you want to bid on, where you rank in the bids, which you have won and those you have paid for. But best of all, you can wait to bid and it will enter your price just a few seconds before the auction closes. Competing bidders won't know you are going to bid and they won't have time to up their bid. You win the auction and they end up scratching their heads. Its a killer tool.
To take a look at Auction Tamer click here.
AUCTIONING UNSOLD INVENTORY:
Did I mention you should also be SELLING your last minute availabilities on eBay? Every now and then we do. A few weeks ago we had an unsold week in one of our Kauai homes so we listed it. We set an acceptable reserve (minimum) price and let her rip. We sold that week for close to the regular rates. But more importantly we received 20 other phone inquiries and sold six other bookings - all at the regular rates. The listing fee was $12. eBay is, without a doubt, the most cost effect direct marketing we do.
More importantly, and here is the clincher, the leads we get from eBay are deadly serious about buying. Apparently eBidders only go to auctions when they are truly ready to spend money. And we, of course, are always ready to take it. So if they see your ad on eBay and call to ask about other dates you should take their inquiry very seriously.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
The City of Victoria on Vancouver Island Canada is a slice of Merry Old England just a 60 minute float plan trip from here in Seattle. Its truly a world apart and now you can stay at Deborah Scott's rental "Leigh-on-the-Lake." To take a look click here. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
"Kudos to you for this article...I am with you 100% on this one. I have been researching credit cards and the laws and how they effect Vacation Property owners. I am not convinced that they are the best thing for owners, but I can see the benefits."
- Christine Karpinski (Teacher, Author and Speaker Specializing in Renting Vacation Properties "By Owner")
After writing the article I rechecked the standard Visa/Mastercard Merchant Account contract. Here is what it says in a nutshell, Visa/Mastercard, "will enforce the Cardholder's right to cancel if they are unsatisfied with the accommodations." They WILL NOT up hold the booking even if you can produce the signed NON-CANCELABLE contract. There are a number of excuses deadbeat guests may try to avoid honoring a reservation. But the smart con-men guests know how to use this "Get out of jail free card." It is a "blanket" excuse that causes their payment to be automatically withdrawn from your checking account days ahead of when you get notice. Of course you can always sue them on your contract to recover but that takes time, persistence and money. So the advice for now - - take credit cards if you have to (especially for last minute bookings) sell far in advance and ask for payment by check. Be careful there are things you can and can not say about accepting cards once you've signed up for the merchant agreement. Follow the rules but do work within them to cut your fees and avoid chargebacks. More on this important subject later.
- Wm. May
ONLINE:
Please see these websites for fun:
- Sample Booking Confirmation and
- Sample Terms &Conditions (for Early/late checkin/out suggestions)
TELL A FRIEND:
If you like receiving these newsletters, if we've helped you even a little, please tell your friends by clicking here (Its automated & easy.)
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
VROA OWNER NEWSLETTER - March 8, 2004
SUBJECT: Six Tips for Creating More Cash from Your Vacation Rental
Sorry if that headline sounds like a get rich quick scheme. Owning a rental is too much work for that. Most weeks I cover a single topic that owners have been asking about. But today let me catch up on a number of small but equally important tips Vacation Home Owners will want to know. Its kind of a mish mash really but you are bound to find something that will make you a buck or save you two.
FLOOR PLANS:
I was reminded recently about how important it is to have floor plans on your website. Before the Internet (Kinda prehistoric times, eh?) Guests called vacation rental manages and booked rooms or homes with very little information. They relied on the firm's integrity and the knowledge of the "minimum wage" telephone operator answering the phone.
But those days are gone forever. The web has revolutionized our small and comparatively invisible industry. Guests, especially the computer savy, want to inspect the goods before they buy - all of which is made possible by the web. So you simply must have lots of high quality photos and a long descriptions of amenities, features and location. But I am surprised at how few home sites include a floor plan. They are easy to create and just as easy to post to your site as photos.
Floor plans allow guests to size up the home, count the beds, and get a feel for the roominess. But they also protect you legally. If you've ever had a guest show up and then want to cancel because they children's bedroom is just too far from the parents you know what I mean. (And by the way, I presume you are only taking non-cancelable reservations, aren't you?)
One source for getting floor plans done is Plumley Drafting
EARLY/LATE FEES:
They are the scourge of every kind of lodging. Those guests who, knowing checkin is at 5pm show up at noon demanding immediate access to their rental. Some owners have even experienced guests who pick the lock, or (using pre supplied codes) enter early illegally, or brow beat cleaners into allowing them entrance. These are the same folks who will want to check out at 3pm when they know its supposed to be 11am. And if you have back-to-back rentals they cause grief for later guests as well as yourself.
It doesn't matter how explicit your guest agreement is, or how often you've notified them during the phone booking, or even if you have a six foot sign on the living room wall that says CHECKOUT 11AM NO LATER. These are some of the dreaded FIVE PERCENT who are trying to get something for nothing.
============================================
This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
So how do you handle this? First, your Guest Agreement and Terms &Conditions must be very clear. And there must be penalties. Coming early or staying late will result in a fee of a FULL DAY'S rent AND any other damages they cause. Should the following guest arrive to an already occupied house they will depart and you could lose a full week or more of income. The second guest might even sue you for wrecking their vacation. So its only fair that the first guest - who caused that problem - pay for it.
Plus you should never offer early checkins or late checkouts for free. A policy that works well is to charge 1/4 days rate for a noon checkin and 1/2 days rate for a 8am checkin. Charge 1/4 days rate for a 4pm late checkout and 1/2 day rate for a 8pm checkout. (These presume you use 11am checkouts, 5pm checkins and that you do not have back-to-back bookings before or after.) Extending the time any more that that essentially gives the guest a full days use for less than a full days rate.
In your contract, make sure you disclose that "Earlys" and "Lates" are not guaranteed to be available and that the guest must call 24 hours in advance to confirm if you can allow it. That way you can still accept other last minute bookings if the opportunity arises. Agreeing to Earlys or Lates far in advance could cause you to lose last minute guests asking for dates immediately before or after the existing booking.
MYSTERY SHOPPING:
Its been said, that mirrors were invented only for the beautiful and the handsome. The rest of us sneak around without looking. But you shouldn't avoid checking the reflection of your vacation home. "Mystery Shopping" is a good way to check out your vacation rental management firm. Call them on several occasions at various times of the day without identifying yourself and posing as a guest. On one call be quiet and reserved. On the next be pointed, asked very detailed maybe even rude questions. You will find out how persuasive they are, how professional and whether or not they feature your unit or hide it from the customer. Its also revealing to send inquiries by email and even by snail mail. You may be unpleasantly surprised.
Remember to write down the dates and times and discuss it with the firm's manager next time you are onsite. A letter, email or phone call will help but you are better of to sit down face to face and tell them what you learned.
If you are self managed, you can double check your telephone etiquette by asking a friend to ask a friend to call and inquire about renting your home when you least expect it. Then have them give you a brutally honest evaluation. Were you factual, easy to deal with, happy with your work, helpful and courteous? We all think we're good looking but the mirror tells the truth.
Mystery shopping may convince you that need to lose a few pounds, alter some attitudes or even find a new manager.
TOLL FREE NUMBER:
Many owners wonder if they should have a toll free number for prospective guests to call. Others are unsure of even how to secure such a number. In my opinion toll free numbers are a scam. Somehow tens of thousands of companies have decided its their duty to pay for every communication with consumers. For larger ticket purchases such as vacation rentals its important to ask - how qualified is the guest to pay you $1,000 or $2,000 or more in rental if they can't afford a long distance calls.
Unfortunately Toll Free Numbers are expected by consumers. If you want to appear to be quiet, personal and unobtrusive then you shouldn't get a toll free number. (I so not pick those adjectives lightly. A lower key approach warns the guest to keep their assumptions in perspective and not to make unreasonable demands before, during or after occupancy).
On the other hand, if you want to have a more formal relationship with guests a toll free number is a good idea. And contrary to my aspersions about guests that can't afford a phone call, you will definitely lose a prospective booking every now and then if you don't have one.
An how to get a toll free phone number? That is a lot easier than you think. Simply call your long distance provider and tell them you want one. It may take a few days especially if you want to search for a number that is memorable or meaningful (that can be difficult.)
NOTE: Unless you can find one of the few remaining 800 numbers you should always include the words "Toll Free" before or after your number if it has a prefix like 888, 866 or 877. There are still many consumers who don't recognize those as toll free. And why pay for their phone call if you don't get some marketing advantage out of it.
LOGO PRODUCTS:
Guests often fall in love with their vacation spots. A great way to reinforce their enjoyment and remind them to return is to offer merchandise with your name and logon on them. I have been using "logo wear" at various companies for over 30 years. But that usually required a minimum order size and some costly up front setup fees. Now, however, there is a wonderful new service called "Cafe Press" that allows you to upload logos and designs and store them on a webpage where customers can find and purchase your goods.
You can link your site to it and they take care of the rest. They print products one by one, take the customer's credit card and ship the merchandise direct. There is a wholesale price that you see but you get to set the retail price and CafePress even sends you the profit. If you want to order some for yourself or to use as gifts you get the wholesale price. You will be surprised at how affordably they can do this customer one-off printing, billing and shipping.
It is revolutionary. Click on this link to see our VROA CafePress store. http://www.cafeshops.com/vroa. To setup your own store please click on this long URL:
http://www.cafepress.com/cp/info/storeref.aspx?refby=VROA
AUCTIONTAMER:
This suggestion may seem trivial. However, if you are outfitting a home, buying supplies or other goods you really should keep you eyes on the eBay Auctions. If you are still a novice to the whole auction thing you will be amazed at the millions of products, often new, that are sold there. Plus it is safe. We've made over 200 purchases without any problems due to eBay's rigorous shopper feedback system.
Buying through auctions, however, can take more time than you might like especially if there is an item you really want soon. You have to make the bid, sometimes raise it to stay ahead and wake up in the middle of the night to see if you've won.
But there is a little known techniques that makes these problems disappear. Its called "Sniping" and that is the system of using a software program to manage the bids for you. We highly recommend a software product called "Auction Tamer." It keeps a list of what you want to bid on, where you rank in the bids, which you have won and those you have paid for. But best of all, you can wait to bid and it will enter your price just a few seconds before the auction closes. Competing bidders won't know you are going to bid and they won't have time to up their bid. You win the auction and they end up scratching their heads. Its a killer tool.
To take a look at Auction Tamer click on this URL:
http://www.auctiontamer.com/ref.asp?aid=45179
AUCTIONING UNSOLD INVENTORY:
Did I mention you should also be SELLING your last minute availabilities on eBay? Every now and then we do. A few weeks ago we had an unsold week in one of our Kauai homes so we listed it. We set an acceptable reserve (minimum) price and let her rip. We sold that week for close to the regular rates. But more importantly we received 20 other phone inquiries and sold six other bookings - all at the regular rates. The listing fee was $12. eBay is, without a doubt, the most cost effect direct marketing we do.
More importantly, and here is the clincher, the leads we get from eBay are deadly serious about buying. Apparently eBidders only go to auctions when they are truly ready to spend money. And we, of course, are always ready to take it. So if they see your ad on eBay and call to ask about other dates you should take their inquiry very seriously.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
The City of Victoria on Vancouver Island Canada is a slice of Merry Old England just a 60 minute float plan trip from here in Seattle. Its truly a world apart and now you can stay at Deborah Scott's rental "Leigh-on-the-Lake." Take a look at http://www.members.shaw.ca/leighcourt/. See www.PawPawsLanding.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
"Kudos to you for this article...I am with you 100% on this one. I have been researching credit cards and the laws and how they effect Vacation Property owners. I am not convinced that they are the best thing for owners, but I can see the benefits."
- Christine Karpinski (Teacher, Author and Speaker Specializing in Renting Vacation Properties "By Owner"
After writing the article I rechecked the standard Visa/Mastercard Merchant Account contract. Here is what it says in a nutshell, Visa/Mastercard, "will enforce the Cardholder's right to cancel if they are unsatisfied with the accommodations." They WILL NOT up hold the booking even if you can produce the signed NON-CANCELABLE contract. There are a number of excuses deadbeat guests may try to avoid honoring a reservation. But the smart con-men guests know how to use this "Get out of jail free card." It is a "blanket" excuse that causes their payment to be automatically withdrawn from your checking account days ahead of when you get notice. Of course you can always sue them on your contract to recover but that takes time, persistence and money. So the advice for now - - take credit cards if you have to (especially for last minute bookings) sell far in advance and ask for payment by check. Be careful there are things you can and can not say about accepting cards once you've signed up for the merchant agreement. Follow the rules but do work within them to cut your fees and avoid chargebacks. More on this important subject later.
- Wm. May
ONLINE:
Please see these websites for fun:
- Sample Booking Confirmation and
- Sample Terms &Conditions (for Early/late checkin/out suggestions)
TELL A FRIEND:
If you like receiving these newsletters, if we've helped you even a little, please tell your friends by clicking here (Its automated & easy.) http://www.vroa.org/tellafriend/form.asp
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
SUBJECT: Six Tips for Creating More Cash from Your Vacation Rental
Sorry if that headline sounds like a get rich quick scheme. Owning a rental is too much work for that. Most weeks I cover a single topic that owners have been asking about. But today let me catch up on a number of small but equally important tips Vacation Home Owners will want to know. Its kind of a mish mash really but you are bound to find something that will make you a buck or save you two.
FLOOR PLANS:
I was reminded recently about how important it is to have floor plans on your website. Before the Internet (Kinda prehistoric times, eh?) Guests called vacation rental manages and booked rooms or homes with very little information. They relied on the firm's integrity and the knowledge of the "minimum wage" telephone operator answering the phone.
But those days are gone forever. The web has revolutionized our small and comparatively invisible industry. Guests, especially the computer savy, want to inspect the goods before they buy - all of which is made possible by the web. So you simply must have lots of high quality photos and a long descriptions of amenities, features and location. But I am surprised at how few home sites include a floor plan. They are easy to create and just as easy to post to your site as photos.
Floor plans allow guests to size up the home, count the beds, and get a feel for the roominess. But they also protect you legally. If you've ever had a guest show up and then want to cancel because they children's bedroom is just too far from the parents you know what I mean. (And by the way, I presume you are only taking non-cancelable reservations, aren't you?)
One source for getting floor plans done is Plumley Drafting
EARLY/LATE FEES:
They are the scourge of every kind of lodging. Those guests who, knowing checkin is at 5pm show up at noon demanding immediate access to their rental. Some owners have even experienced guests who pick the lock, or (using pre supplied codes) enter early illegally, or brow beat cleaners into allowing them entrance. These are the same folks who will want to check out at 3pm when they know its supposed to be 11am. And if you have back-to-back rentals they cause grief for later guests as well as yourself.
It doesn't matter how explicit your guest agreement is, or how often you've notified them during the phone booking, or even if you have a six foot sign on the living room wall that says CHECKOUT 11AM NO LATER. These are some of the dreaded FIVE PERCENT who are trying to get something for nothing.
============================================
This week's Sponsor: VACATION RENTALS WORLDWIDE
For VROA members - Free Vacation Rental Listing or 6 months - No Strings Attached. Including up to 3 photos on fast and efficient site. www.VRworldwide.com
============================================
So how do you handle this? First, your Guest Agreement and Terms &Conditions must be very clear. And there must be penalties. Coming early or staying late will result in a fee of a FULL DAY'S rent AND any other damages they cause. Should the following guest arrive to an already occupied house they will depart and you could lose a full week or more of income. The second guest might even sue you for wrecking their vacation. So its only fair that the first guest - who caused that problem - pay for it.
Plus you should never offer early checkins or late checkouts for free. A policy that works well is to charge 1/4 days rate for a noon checkin and 1/2 days rate for a 8am checkin. Charge 1/4 days rate for a 4pm late checkout and 1/2 day rate for a 8pm checkout. (These presume you use 11am checkouts, 5pm checkins and that you do not have back-to-back bookings before or after.) Extending the time any more that that essentially gives the guest a full days use for less than a full days rate.
In your contract, make sure you disclose that "Earlys" and "Lates" are not guaranteed to be available and that the guest must call 24 hours in advance to confirm if you can allow it. That way you can still accept other last minute bookings if the opportunity arises. Agreeing to Earlys or Lates far in advance could cause you to lose last minute guests asking for dates immediately before or after the existing booking.
MYSTERY SHOPPING:
Its been said, that mirrors were invented only for the beautiful and the handsome. The rest of us sneak around without looking. But you shouldn't avoid checking the reflection of your vacation home. "Mystery Shopping" is a good way to check out your vacation rental management firm. Call them on several occasions at various times of the day without identifying yourself and posing as a guest. On one call be quiet and reserved. On the next be pointed, asked very detailed maybe even rude questions. You will find out how persuasive they are, how professional and whether or not they feature your unit or hide it from the customer. Its also revealing to send inquiries by email and even by snail mail. You may be unpleasantly surprised.
Remember to write down the dates and times and discuss it with the firm's manager next time you are onsite. A letter, email or phone call will help but you are better of to sit down face to face and tell them what you learned.
If you are self managed, you can double check your telephone etiquette by asking a friend to ask a friend to call and inquire about renting your home when you least expect it. Then have them give you a brutally honest evaluation. Were you factual, easy to deal with, happy with your work, helpful and courteous? We all think we're good looking but the mirror tells the truth.
Mystery shopping may convince you that need to lose a few pounds, alter some attitudes or even find a new manager.
TOLL FREE NUMBER:
Many owners wonder if they should have a toll free number for prospective guests to call. Others are unsure of even how to secure such a number. In my opinion toll free numbers are a scam. Somehow tens of thousands of companies have decided its their duty to pay for every communication with consumers. For larger ticket purchases such as vacation rentals its important to ask - how qualified is the guest to pay you $1,000 or $2,000 or more in rental if they can't afford a long distance calls.
Unfortunately Toll Free Numbers are expected by consumers. If you want to appear to be quiet, personal and unobtrusive then you shouldn't get a toll free number. (I so not pick those adjectives lightly. A lower key approach warns the guest to keep their assumptions in perspective and not to make unreasonable demands before, during or after occupancy).
On the other hand, if you want to have a more formal relationship with guests a toll free number is a good idea. And contrary to my aspersions about guests that can't afford a phone call, you will definitely lose a prospective booking every now and then if you don't have one.
An how to get a toll free phone number? That is a lot easier than you think. Simply call your long distance provider and tell them you want one. It may take a few days especially if you want to search for a number that is memorable or meaningful (that can be difficult.)
NOTE: Unless you can find one of the few remaining 800 numbers you should always include the words "Toll Free" before or after your number if it has a prefix like 888, 866 or 877. There are still many consumers who don't recognize those as toll free. And why pay for their phone call if you don't get some marketing advantage out of it.
LOGO PRODUCTS:
Guests often fall in love with their vacation spots. A great way to reinforce their enjoyment and remind them to return is to offer merchandise with your name and logon on them. I have been using "logo wear" at various companies for over 30 years. But that usually required a minimum order size and some costly up front setup fees. Now, however, there is a wonderful new service called "Cafe Press" that allows you to upload logos and designs and store them on a webpage where customers can find and purchase your goods.
You can link your site to it and they take care of the rest. They print products one by one, take the customer's credit card and ship the merchandise direct. There is a wholesale price that you see but you get to set the retail price and CafePress even sends you the profit. If you want to order some for yourself or to use as gifts you get the wholesale price. You will be surprised at how affordably they can do this customer one-off printing, billing and shipping.
It is revolutionary. Click on this link to see our VROA CafePress store. http://www.cafeshops.com/vroa. To setup your own store please click on this long URL:
http://www.cafepress.com/cp/info/storeref.aspx?refby=VROA
AUCTIONTAMER:
This suggestion may seem trivial. However, if you are outfitting a home, buying supplies or other goods you really should keep you eyes on the eBay Auctions. If you are still a novice to the whole auction thing you will be amazed at the millions of products, often new, that are sold there. Plus it is safe. We've made over 200 purchases without any problems due to eBay's rigorous shopper feedback system.
Buying through auctions, however, can take more time than you might like especially if there is an item you really want soon. You have to make the bid, sometimes raise it to stay ahead and wake up in the middle of the night to see if you've won.
But there is a little known techniques that makes these problems disappear. Its called "Sniping" and that is the system of using a software program to manage the bids for you. We highly recommend a software product called "Auction Tamer." It keeps a list of what you want to bid on, where you rank in the bids, which you have won and those you have paid for. But best of all, you can wait to bid and it will enter your price just a few seconds before the auction closes. Competing bidders won't know you are going to bid and they won't have time to up their bid. You win the auction and they end up scratching their heads. Its a killer tool.
To take a look at Auction Tamer click on this URL:
http://www.auctiontamer.com/ref.asp?aid=45179
AUCTIONING UNSOLD INVENTORY:
Did I mention you should also be SELLING your last minute availabilities on eBay? Every now and then we do. A few weeks ago we had an unsold week in one of our Kauai homes so we listed it. We set an acceptable reserve (minimum) price and let her rip. We sold that week for close to the regular rates. But more importantly we received 20 other phone inquiries and sold six other bookings - all at the regular rates. The listing fee was $12. eBay is, without a doubt, the most cost effect direct marketing we do.
More importantly, and here is the clincher, the leads we get from eBay are deadly serious about buying. Apparently eBidders only go to auctions when they are truly ready to spend money. And we, of course, are always ready to take it. So if they see your ad on eBay and call to ask about other dates you should take their inquiry very seriously.
-------------------
INPUT:
As always I seek your input. Please share your tips, techniques, compliments, and complaints on this or any other subject by writing me at Director@VROA.org.
HOME OF THE WEEK:
The City of Victoria on Vancouver Island Canada is a slice of Merry Old England just a 60 minute float plan trip from here in Seattle. Its truly a world apart and now you can stay at Deborah Scott's rental "Leigh-on-the-Lake." Take a look at http://www.members.shaw.ca/leighcourt/. See www.PawPawsLanding.com. (If you want your place considered for Home of the Week please drop me an email.)
FEEDBACK:
"Kudos to you for this article...I am with you 100% on this one. I have been researching credit cards and the laws and how they effect Vacation Property owners. I am not convinced that they are the best thing for owners, but I can see the benefits."
- Christine Karpinski (Teacher, Author and Speaker Specializing in Renting Vacation Properties "By Owner"
After writing the article I rechecked the standard Visa/Mastercard Merchant Account contract. Here is what it says in a nutshell, Visa/Mastercard, "will enforce the Cardholder's right to cancel if they are unsatisfied with the accommodations." They WILL NOT up hold the booking even if you can produce the signed NON-CANCELABLE contract. There are a number of excuses deadbeat guests may try to avoid honoring a reservation. But the smart con-men guests know how to use this "Get out of jail free card." It is a "blanket" excuse that causes their payment to be automatically withdrawn from your checking account days ahead of when you get notice. Of course you can always sue them on your contract to recover but that takes time, persistence and money. So the advice for now - - take credit cards if you have to (especially for last minute bookings) sell far in advance and ask for payment by check. Be careful there are things you can and can not say about accepting cards once you've signed up for the merchant agreement. Follow the rules but do work within them to cut your fees and avoid chargebacks. More on this important subject later.
- Wm. May
ONLINE:
Please see these websites for fun:
- Sample Booking Confirmation and
- Sample Terms &Conditions (for Early/late checkin/out suggestions)
TELL A FRIEND:
If you like receiving these newsletters, if we've helped you even a little, please tell your friends by clicking here (Its automated & easy.) http://www.vroa.org/tellafriend/form.asp
===========================================
VROA OWNER NEWSLETTER
Published weekly for all Members
Copyright - Vacation Rental Owners Association
Read this and all prior newsletters at www.VROA.org
Director & Editor - Wm. May Director@VROA.org
Membership - Penny Taylor Membership@VROA.org
PO Box 21305
Seattle, WA 98111-3305
Voice: 206-343-7777
Fax: 206-628-0839
Email: Info@VROA.org
Web: www.VROA.org (for Members)
Web: www.VROA.com (for Guests - coming soon)
===========================================
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