Hello Youtube This is Richard founder of
Short Term Rental Secrets .com and Air B&B
super host i get asked all the time
what's the number one tip that people
can do to improve their air B&B hosting
in their hospitality and i'm going to
share that with you right now it may
sound obvious and you've probably heard
it before but it's worth repeating and
bearing in mind every single time you
host somebody in your own home so my
number one tip and you can never go
wrong with this unless you're really not
meant to be a host is and you've heard
this all before. Do unto others as you
would have them do unto you. What does
that mean exactly pretend that you are
the guest if you just put yourself in
that guest shoes and you try and host
them so they're comfortable at every
step of the way just like you would like
to be hosted you're going to do just
great so let me give you a couple of
examples in real life and in fact I'm
dealing with something just a couple
days ago so it's a prime example right
now it's March it's March Madness i'm
not a huge sports fan but you know the
rest of the male population and maybe
even the population at large lives and
dies and seems to kill for march madness
so i had guests check into my house in
Colorado and wouldn't you know it the
direct TV service seemed to have failed
I've had the situation in the past and
often time it's due to massive snowfall
so I just asked them to please go
outside and take a look and see if the
dish was obstructed it was not so I
apologized and started to troubleshoot
now how would I like to be treated in
that scenario and what did I do for my
guests one immediate response I
responded immediately to their concern
and didn't minimize it and didn't
tell them it's no big deal or didn't
tell them they were doing it wrong I
said oh my gosh I'm so sorry let's do
the first obvious thing please go take a
look at the dish unobstructed I'm on it
let me call DirecTV we'll get this thing
straightened out wouldn't you know it
there was an issue with the the account
it was an error 203 I was on hold for a
period of time and you've heard me say
before that I only worked four to five
hours or so on this business most of the
time it's trying to solve issues like
this where I'm on the account or it's
late at night or anything like that but
the point is there was an error on the
account I tried to resolve it they told
me would take an hour and it would be
cleared up and I communicated all that
to my guests
and then I checked back in with them an
hour later to see if it was resolved I
didn't wait for them to come and
complain again I proactively set my
alarm and then I contacted them in an
hour or so and it wasn't working I
found out what the issue was it turns
out that CenturyLink and DirecTV have a
relationship and I have a combined
account and so one of my credit cards
had expired and long story short that
somebody put a hold on it and I was
calling DIRECTV I really needed to call
Centrelink but rather than just have
their vacation spoiled and March Madness
be spent in a bar I contact the DirecTV
I contacted CenturyLink and I
proactively communicated with my guests
while they were out skiing that it's
supposed to be working please check in
and then when the day was over I checked
in with them again and sure enough it
was fixed now were they delighted with
my customer service no I think that they
thought it was really really impressive
and that I was responsive and so on did
it make their trip well to some degree I
mean they want it to be skiing and they
want to be watching March Madness and it
happens once a year so they were
relieved but if you empathize with them
and communicate and try and get it
resolved as quickly as possible you'll
gain a loyal fan and a loyal following
and my gut tells me that on the review
for this stay it'll say something like
communication was great Richard was very
responsive we did have a minor issue but
boy was he a great host and those things
for future prospective guests mean a ton
nobody expects the home to be a hundred
percent perfect a hundred percent of the
time everybody understands that things
do happen the question is the host that
you want to stay with how do they
respond how do they make their efforts
and abilities make it so that you get
what you want and you're delighted and
so on and that is the kind of thing
where when somebody's reading the
different reviews they will actively
select a home that's more expensive or a
home that's a maybe a little bit further
away or any number of decisions that
they make based on what the reviews say
so in some ways having an issue and a
resolution that's successful and a fan
that writes about how great a host you
are is superior to having no issues a
five-star review in one word like
amazing period
but my point is do unto others as you
would want done unto you and you will
shine as a host you'll get a lot of
great reviews and you'll make a lot of
people really happy and that's really
worthwhile so I hope you found this
helpful and interesting in the meantime
happy hosting go ahead and subscribe to
the channel we've got more content
coming on all the time and I really
appreciate your time and interest!
Take care!