What first impression are you giving your customers?

So you have a lovely little property that you rent out to families to enjoy a nice holiday.
Maybe a romantic cottage with wine chilled on arrival for couples to escape to.
Perhaps a casual shack on the beach for a relaxed getaway?
Whatever this property is, is it a business or just a hobby?
If you hope to make money from this property, and of course you do, then I would think you have yourself a business.  Are your potential customers getting that impression?  

There are loads of self-contained, privately owned holiday properties in Australia and many of these owners will think the following info goes without saying, but you would be surprised.
Here are a few very simple points to consider when determining whether you are giving your customers the impression of a business.  The first impressions COUNT!

So a potential guest has found your property somehow.  You have advertised it somewhere (tick for business!).

HOW DO YOU ANSWER YOUR PHONE ENQUIRIES?

The customer uses their precious time to call you.  What do they get at the other end?  Do they get this....

Owner : Hello?
Me: (Short pause as I make sure I called the right number) Uh.
Owner : HELLO?
Me:  Is this the Jolly Holiday Inn?
Owner : Yes.
Me: (Short pause as I wait for the owner to finish talking, oops they've finished) I was wondering if you have availability on Saturday.
Owner: Hang on, I'll get Joan. *JOAN! JOAN! It's about the cottage*.
Joan: *WHAT?*
Owner: *The cottage, someone want's to stay in the cottage*.
Joan: Hello?

Oh dear, you get the picture!  This is a real life scenario that I have unfortunately encountered more than once.  More than twice!
I did not stay at these properties.  I do not want to meet Joan.  I do not want to sleep in Joan's bed.  I have zilch confidence in anything to do with Joan.
My point is that this scenario should not happen if you are running a business.  The local Fish & Chip shop would not say 'Hello?' when they answer the phone and I hope you hold your property on a higher pedestal than Friday nights Fish & Chips.

Now, I have 2 young children & 3 phones, people have other jobs & commitments.  You can't always answer the calls as they come in but you can have message bank!  Sorry, You MUST have message bank, please.  I will leave a message and wait for you to call me back (please call me back soon) but I'm not storing the number for later, onto the next!

WHAT ABOUT EMAIL ENQUIRIES?

If you have listed your property on one of the many many listing sites on the WWW than you will probably receive a reply request or sometimes an direct email asking for availability, rates etc.

You now have an opportunity to sell to a captive audience who has come to you!
It is likely that your customer has enquired to several properties to compare what they get back.  You need to stand out and close the deal, it's business after all.  Put your best foot forward!

Do you reply like this....

Hi Emma, the property is available for 2 adults for Saturday night for $210.  Thanks, Joan.

Hmm, that's fine.  Polite enough, answers my basic question but Joan just missed her final chance to let me know all the wonderful things about her property that I may have missed, to convince me that her 'newly renovated cottage with breathtaking mountain views from the romantic claw foot bath & sparkling wine on arrival' or 'Modern open plan living area with bi-fold doors opening to your private beachfront balcony with BBQ' is just what I am looking for and should be my choice.
This is so easy to do and doesn't need to take all your time for each enquiry.

Create a template in word and cut & paste for each enquiry.
You could create a response that will appeal to a couple, a response that will appeal to a family, a winter response, a summer response etc.  Simply change the name & dates, add any other personal touches and you are done.

Even easier, create a 'signature' and simply add it to your emails.
Most email programs will allow you to create your signature which sits at the bottom of your emails.
You can create several.  Why not write your standard (yet swoonworthy) reply as a signature template.  Change the name & dates, personalise a few things and you have your reply at a click.

So simple, so stress free.  Remember that every person staying in your property is handing over their very hard earned money.  You have customers, you are running a BUSINESS!

If you don't think you can do this, there are plenty of people out there who can do it for you.... People like me!  Yes, it will cost you money but like any outsourcing activity it will probably make you more money in the end.  More bookings = more money yes?

Got any other suggestions or ideas to simplify or professionalise a holiday property business?  Share them with us!

Keeping it clean in the kitchen

So we all want to find ways to make life a little easier.  Sometimes the simplest things can make a big difference.

This sounds silly but how often do you wash your oven mitts and place mats?  Every time?  Once a month?  If you can't answer then you should probably go and check them pretty soon!  You can bet each and every guest that visits your property will use these basic items.
Let's face it those old fashioned material pieces do the job but they do need be washed OFTEN.  Washing = time & money.

How about a simple solution... silicone!  Wipe it down, you're on your way.
Silicone has come a long way, there are stylish silicone items that can save you time and money, and look good!
Peter's of Kensington has these beautiful place mats.  Stylish yes?

Modern Twist - Grey birds silicone placemat

Modern twist - silicone placemat black pebbles

These silicone pot holders and oven mitts will also come in handy....

But I seem to recall Kmart having these for $2!  Have a look, they have a great range of silicone cookware for the bargain price of $2.  

There's really no excuse for dirty oven mitts now is there.

Welcome to Make my Getaway!

So this is where it all begins....  What's it all about?
This blog has been created as a portal for sharing ideas, inspiration, moments and a few home truths in the world of owning and operating a holiday property in Australia.
My name is Emma and I am a holiday property manager of many properties and loving it.
I am also a wife & mum of 10 month & 4 year old girls, social media addict, ideas girl, perfectionist, coffee lover, wine LOVER, customer service tyrant, research junkie, I usually have too many thoughts spinning around my head and oh, I love to share and learn.

Through my love of research, research, research I came to realise that there are some fabulous blogs aimed at helping holiday property owners learn the tricks of the trade but nothing that I could find in Oz!  So, why not try my hand at blogging.
How about things like marketing and promotions, design and style ideas, simple ways to improve your property, understanding your customers needs, booking & enquiry systems and reducing costs as well as any other fun ideas and inspiration we can find to help us all get the most of our holiday property investments!  I want to help you make your getaway, and I'm sure you will help me too.

Now I will not claim to be the highest authority in Australia to be doing this BUT I have learnt a thing or 2 along the way and I am also here to learn and connect.  Come along for the ride and I will share what I learn and discover and hopefully you will too.