The Short Term Rental Authority Podcast
Episode5: How not to Stay Glued to Your Phone on Vac...
more
Aug 22 2022 1m
Chapter 1 1 min
Chapter 2 1 min
P for everything dare I say standard operating procedure and then it's okayChapter 3 1 min
That's right. And we built the, the systems too. Yes. And we ran the systems ourselves. Yes. So that's really step one, but yes. Well, let's go back to training. Yes. Right. So training process in our company is, so we've got there's four steps to the training process. So the first one is, watch me do it. Mm-hmm so the second one is do it withChapter 4 1 min
sometimes it is okay. Let's get on zoom and, and do it together. Yeah, it is right. And then, but then you record that too, right? Sure. Yeah. Right. For training purposes, this call will be recorded for training purposes. Yes,. Well, it's true. So that's the, the, watch me do itChapter 5 1 min
But our cleaners don't take months. Well, the cleaners don't right? Yeah. So it depends on, on who it is, what the job is. Yeah. I would say, but. I would say that for most customer experience people, it's gonna take them a couple of months to that's true. YeahChapter 6 1 min
so let's talk a little bit about that next, cuz that leads us nicely into the, the second thing that we were gonna talk about, which is in fact, these systems and the processes, like what do they do?Chapter 7 1 min
checklist and that's the process. And then if there's a problem, they report it to us. But the tool then becomes what facilitates that, what facilitates the checklist, what facilitates the quality control, what facilitates the feedback to themChapter 8 1 min
experience specialist, then we'll talk about the operation specialist. Then we'll talk about the, the cleaners. So, and if you're talking about the, the customer experience specialist, now, this person is, we've talked about this last week, but this person is the, really the glue that holdsChapter 9 1 min
out to the guest proactively and say, Hey, we know this is a problemChapter 10 1 min
communications channel is great because you're going to have more than one customer experienced person eventually anyway. And what you need is a centralized place so that when the next person comes on shift, they now have access to all the communications that have happenedChapter 11 1 min
properlyChapter 12 1 min
Trello, which is free as well, which is free as well. And it assigns a due date for them to go do tasks when things need to get done. Like for example in our houses in Charlotte, well, somebody has to take the trash down every Sunday and Monday, depending on the place that gets scheduled for the runner to doChapter 13
say, I hope everything's okay