The Airbnb Superhost #021 Customer Road Map 3 - Is There a Silly Question?
In this episode, Neil dissects the crucial stage of communicating with guests before they book. With over 2,000 guests hosted and eight years of experience, Neil shares valuable insights on how to handle guest inquiries effectively. He emphasizes the importance of responding promptly, addressing all questions with respect, and never making guests feel silly for asking. Ultimately, Neil guides hosts on how to navigate guest inquiries and create a positive booking experience.
KEY TAKEAWAYS
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Guests appreciate fast responses, even if it's just to acknowledge their inquiry.
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People may have different language abilities and cultural norms, so it's important not to judge based on initial messages.
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Responding to questions, even if they seem obvious, shows good customer service and can help secure bookings.
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It's important to treat all questions with respect and provide helpful answers, as it can impact the guest's decision to book.
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How you make guests feel through your responses can build trust and influence their decision to book with you.
BEST MOMENTS
"Speed of response is so important. I've had guests turn up to my home saying things like, 'oh thank you so much for your fast response.'"
"We never know the backstory of the person asking the questions. We don't know what experiences they've had."
"Never make anyone feel stupid for asking you a question, because we have no idea what the long-term value of that guest could be."
"We rarely remember what people say or do to us, but we always remember how they made us feel."
"Emotions are such a big deal, we use them to tell us what's real. Whatever you did, told a truth or a fib, guests recall how you made them feel."
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.