The Airbnb Superhost #022 Customer Road Map 4 - Be a Guiding Star
Today, Neil Harvey divulges his secrets to effectively communicating with guests before their arrival. With experience in over 2,000 guests hosted and a quarter of a million pounds in turnover, Neil emphasizes the importance of providing clear instructions for guests to find and access the property hassle-free. He discusses his evolution from sending random messages to creating a systematic approach using standard messages and eventually incorporating a video guide.
KEY TAKEAWAYS
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Consistently communicate with guests after they book but before they arrive to provide clear instructions on how to find and access the property.
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Create a video guide showing guests how to find the property and gain access, as visual instructions are often more effective than written ones.
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Ensure important information, such as the video link and essential access details, is placed at the beginning of the message to increase the likelihood of guests reading it.
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Adapt communication strategies based on guest behavior, such as sending messages earlier for guests traveling from abroad.
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Utilize creative methods, like limericks or fun rhymes, to reinforce important points and make instructions more memorable for guests.
BEST MOMENTS
"My mission is to help you on the same journey, which all starts by consistently gaining the golden super host status and the coveted guest favourite badge and all the benefits that come with them."
"I have had so many regular Airbnb users say to me, I have never seen anyone do this before. It's so easy to use. Thank you. It's brilliant."
"I truly believe actually that instructions in general across the board in whatever field tend to fail to work because we know what we mean when we write them."
"Well, had we had a picture of the piece of art he was referring to the alleyway would have been so easy and immediate to identify and we wouldn't have had the frustration of driving past with traffic behind us on a one-way street."
"Problems will often arise from instruction that we devise. What we think that we've said's not the same in their head, so send them a video. That's wise."
CONTACT DETAILS
Visit Neil's Airbnb https://bit.ly/SuperhostNeil
Instagram: https://www.instagram.com/superhostneil/
Facebook: https://www.facebook.com/SuperhostNeil
TikTok: https://www.tiktok.com/@superhostneil
Email: SuperhostNeil@gmail.com
ABOUT THE HOST
Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera.
Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours.
ABOUT THE SHOW
Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 8 consecutive years as a qualifying Airbnb Superhost.
With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambiance creation to effective communication.
In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar.
Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.