Heyy hey YouTube this is Richard founder
of Short Term Rental Secrets .com and
Air B&B super host today I want to talk
to you about the importance of managing
your guests expectations so that you can
exceed your guests expectations with one
goal which is to delight your guests
each and every time. So let's get started
you have to set reasonable and very
positive expectations but then you have
to leave enough wiggle room that you
know you're going to actually do more
than that and better than that and
faster than that and this might buy way
of example be like something that you're
working at your home or your office with
a deadline if you think you can get
something done in 30 days you might ask
for 35 and then when you actually come
in at 30 days you look like a hero or a
champion or whatever so how can you use
that same principle to delight your
guests well the first thing and we said
this before is you want to make sure
that your photos are realistic of your
property if you've got a very dark place
the last thing you want to do is go out
and get all sorts of lighting and make
it look really really bright and super
attractive and so on you want to take
brightly lit photos that are
representative of the place perhaps it's
like peak sunshine or at high noon or
whatever it is but it has to be based in
reality and then in your description
you're going to want to be very
transparent also say something like it's
a basement apartment or subterranean and
I'll give you a prime example we have a
place that's what's called here in New
York City a garden apartment that
basically means that you walk down a few
stairs and the floor is it sort of it
like chest level half the window is
below ground technically in the other
half would be above ground and we don't
try and hide it or minimize it or
anything in fact we highlight that it's
a garden apartment we take really good
photos of what it looks like again at
high noon or during the most sunlight
and we also talk about that it's not a
good fit for people if they're elderly
or super young or carrying a lot of
things because there are a few stairs
going down now when people actually show
up it's generally such a minor deal like
they may not even know that it would be
subterranean and the number of stairs is
really minor and like probably the
elderly and young and people with a lot
of packages can and should stay there I
mean I lived it for years as a fam
with young kids so it's like not a big
deal at all but by bringing it to
people's attention you're going to weed
out the people that are a bad fit people
that just can't live with that you don't
want them there anyway right like short
term income for long term reputation
loss is a bad trade so you want the bad
fit out anybody who can sort of like
live with that trade-off will be there
you've managed their expectations and
then when they show up and they're like
this isn't a big deal I can't even
believe he brought this up this is like
a nothing then they're really happy to
be there you can delight guests by
surprising them one of the things that I
like to do is instead of putting in the
description all the things that they can
expect or welcome check-in bottle of
champagne or whatever let that be your
little secret and their huge surprise
that little surprise will absolutely
delight them and what you're trying to
do is get the community working in your
favor the way that you do that and the
way that I do that in the way we all
should be thinking about that is by
getting five-star reviews and commentary
five star reviews on their own really
helpful because you'd look at it and say
oh 97 four and a half star reviews or 97
4.8 star reviews that's really
meaningful that's going to get you to
pay attention but then what do i do when
i buy and what do you do when you buy
whether it's through Yelp or Amazon or
anything else you click on those reviews
and you want to see why somebody's
earned that 4.8 star review and the more
commentary you can get there the better
because that really sways decisions and
buying behavior so if somebody says it
wasn't 15 minutes to the ski slope it
was actually only 10 and not only that
Richard was such a great host when I
came in there was fresh microbrew from
the local you know whatever all of a
sudden people like wow this guy's
thoughtful and he cares and he really
takes it serious and he's running this
like a business and you know quite
professional so work for the five-star
review and the commentary don't
exaggerate be very transparent and then
delight to the upside with a few little
surprises scattered here and there
whatever is meaningful whatever's in
your budget whatever is unique to you
your community your home whatever it
doesn't really matter but keep that as
your little secret and their big
surprise alright everyone that's a wrap
I'm out of here I hope you found this
helpful go ahead and subscribe we've got
plenty more ideas to help you grow your
business until then happy hosting and
i'll catch you next time!