I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
Steve Jobs said “Our job is to figure out what they're going to want before they do… People don't know what they want until you show it to them.” and you can bet that philosophy works with vacation rentals too.
There are countless articles, studies and surveys that prove this. But here’s the issue, while we all KNOW this to be true, so many businesses put massively unbalanced effort against making sure that the product is as good as it can be, while missing the whole point by not prioritizing their front line, negating much of the efforts put towards the product in the first place.
Let’s talk mindset for a minute. In any customer facing business, taking care of your customers is your bread and butter. We all know that at the end of the day, it’s a lot easier to keep customers than it is to constantly have to find new ones.
But what does this mean and how does this translate in to action on the ground?