Keep Calm and Do the Right Thing

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It is my belief that the recent popular quote that pops up everywhere …  “Keep Calm and Carry On,” stems from the realization that despite “an ounce of prevention”, “Murphy’s Law” often manages to foil the “best laid plans.”  How’s that for a cliché … or two?

Managing a vacation rental property is all about “keeping calm.”  When Plan A … which is the best case scenario … you prepare and everything goes off without a hitch … i.e. the property is perfect, tenants are happy, property owners are happy.  But when something does go awry, it all comes down to how you handle Plan B.

I have found that when deficiencies are reported by a tenant, people often have a knee-jerk reaction.  This ugly reaction may be human nature or it could be what we “perceive” as negative feedback, we take too personally.  For example, the reaction to a broken toaster … How did the tenant break it, or a leaking toilet when it was not leaking during the owner’s visit just days before is blamed on the tenant.  When a tenant reports an issue … our reaction and solution can ultimately define a tenant’s stay and us as vacation rental managers.  Many posts ago, I told the story of an owner who we called to report that her vacation property’s dishwasher was not working.  Even though it was within our power to make the repair without consulting the owner (it is a required appliance), due to the older age of the dishwasher, we wanted her involved in the event she preferred replacing the dishwasher rather than repairing a twenty year old model.  The owner’s knee-jerk response was to inform us that she would not repair or replace the dishwasher, but asked that the tenants wash dishes by hand.  This said after the owner had received $14,000 for the three month country club rental.

Sometimes we all have to step back and “take a minute” as they say … but it is often how we respond to “issues” that defines us.   How you or your management company reacts when forced into a Plan B, as mentioned above, defines you and the rental experience of your tenants, which is almost always going to show up in a property review that can either enhance or damage your property listing and effect future rentals.  It’s totally up to you!  This is what I do …. I put myself in the tenant’s shoes and try to do the right thing.

Everyone at Vacation Rentals of the Desert wishes you and your families a Merry Christmas!

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