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Tim and Tiffany dive deep into the critical importance of owner communication in the vacation rental business, sharing battle-tested strategies to build and maintain strong relationships with property owners.
• Understanding owner communication as the foundation of successful vacation rental management
• Using the FORD method (Family, Occupation, Recreation, Dreams) to categorize owners and personalize communication
• Setting clear expectations about communication preferences and emergency protocols from day one
• Recognizing when a property owner calls their rental a "home" as a potential red flag requiring expectation management
• Implementing aspirational communication tools like newsletters, property-specific market updates, and face-to-face meetings
• Determining who "owns" owner communications within your organization based on personality matching
• Following up all owner communications with written documentation of discussed actions
• Balancing the emotional load of owner communications across team members
• Establishing emergency communication protocols, especially for severe weather events
Join us next time as we share insights from the VRMA Frontline Conference in Savannah, focusing on operational best practices in the vacation rental industry.