Sometimes, despite your best efforts to make sure everything runs smoothly, problems will arise during a guest’s stay. If you’re acting as the Guest Contact for an Evolve property, here are some tips to help you handle upset guests like a pro:
- Listen - Upset guests want to be heard. Listen to their complaints and make sure you fully understand the issue.
- Be Empathetic - Put yourself in the guest's shoes. Vacations are meant to be a time of peacefulness and relaxation, when this isn't the case, anyone can get annoyed.
- Don't Respond While You're Upset - It's hard not to take things personally when hearing from an unhappy guest. To avoid saying something that could reflect negatively on your company, make sure you're thinking clearly and objectively before you respond.
- Keep it Positive - Be friendly and positive in your response. Express gratitude to the guest for informing you of the issue and assure them that you are working to fix it.
- Address the Issue - Let the guest know what you are doing to fix the issue. This shows them that their concerns were heard and taken seriously.
- Show Them You Care - In the case of more serious issues, it can be especially helpful to offer the guest something for their troubles. For example, offering to buy dinner at a nearby restaurant will show guests that the quality of their stay is important to you. For scenarios where your company isn’t to blame for an issue, we suggest asking homeowners to pre-approve a $50 pacification expense.
For information and guidance on how to handle specific issues with guests, please see our help center article: What do I do when a guest has a complaint?
If you have questions or need help communicating with a guest, please contact the Customer Experience Team directly at 1.877.818.1013.