Unforgettable vacations do not happen by chance. Many factors go into making vacation dreams come true, from having product knowledge to providing great customer service. Being able to anticipate the needs of your Owner/Member plays a big role in this process for each of us every day. The best way to anticipate the needs of a customer is by actively listening.
Actively listening is making a conscious effort to hear not only the words being said but trying to understand the message behind the words. Active listening includes making affirmative comments such as “okay” or “I see” to show that you are paying attention, restating what the Owner/Member has asked in order to understand exactly what is being asked, and listening for what is not said. Hearing what is not said means listening to the tone of the caller, and then asking questions to get to the bottom of the request being made. Posture and facial expressions even affect the way you listen, so be sure to sit up straight and smile when you are speaking to our Owners.
Find ways to delight the Owner or Member and wow them with your attention to detail. When they state they are traveling with their young grandchildren, talk about resorts that are kid-friendly, ask if they'll need a crib in the room, and highlight the family activities available at the resort and in the surrounding area. When an Owner is upset over not getting their desired check-in date, find out why that particular date is important to them. Perhaps they are attempting to travel for a milestone anniversary or birthday, or to celebrate a special event. If you understand the reason behind the Owner's tone of voice and their urgency at getting a particular check-in date, you can then suggest alternate options that may still work. Once you have determined the Owner's need(s) the next step towards great customer service is acknowledging what you have learned and show empathy. “I understand why you are so upset over not getting the check in date you wanted. I would be upset if I were in your shoes. Let's look at some other options that may just work out to get you on vacation and still celebrate this major event.” It is always important to listen to the customer to determine the reason for their request, and once you have that information you can put it to good use, creating a great vacation opportunity. These small details go a long way in making us stand out.
It is very important to understand what the customer wants and needs. Anticipating needs allows you to show the Owner/Member that you are actually thinking about what is in their best interest. Think of it as customizing each and every interaction you have. Listen for what is said as well as what is not said and then use that information to customize the conversation. This is a valuable skill in your personal interactions as well as your work interactions. By doing this you are creating a measure of trust which will lead to a positive and memorable experience for both parties involved.
