5 Ways to Sync Your Team Approach &
Improve Owner Satisfaction
By Judy Kenninger
In an article for this month’s Developments, I talked to three
timeshare developers about how their companies work to improve owner satisfaction.
One common theme I heard was examples of departments and business units working
seamlessly together as a team. In a comparison to how a crew team must work
together to move the boat as one body (and thus win the race), departments in
our industry that serve as touch-points to owners also must utilize a shared
approach to engage owners from the sales room to a lifetime of vacations.
Following conversations with
Breckenridge Grand Vacations (BGV), Holiday Inn Club Vacations (HCV), and Welk
Resorts (Welk), here are five ways to ensure that the consumer’s experience is
consistent in every owner interaction. They are parallel to key training
components of successful rowing teams.
the outset of developing a new property, it’s important to have teams
collaborate on ways to make vacations more memorable. Hearing from the customer service team is
just as important as hearing from the resort operations team.
- “Rigorous Training”:
Make Expectations Clear
sure the information given to owners upfront matches the experience they’ll
receive—including tour offers, product details, and booking reservations.
- “Weight Program”:
Offer Active On-Boarding
proactive with new owners and contact them early and often to help ensure they
get the most from their vacation purchase by understanding the product.
Visit One Another’s Worlds
a cooperative environment between sales and owner services ensures a better
understanding of the different perspectives on the owner lifecycle and how to
better serve the needs of the owner.
Listen, Measure, Survey & Educate
resorts survey their owners annually on their ownership experience but
utilizing those results need to go further than an end-of-year report. At BGV, for example, several different
departments use the data to gauge their success and identify areas for
improvement; reports on programs also are reviewed during sales meetings and
feedback is answered.
the end of the day, our industry is always striving to make the owner
experience better. And sharing best
practices, lessons learned, and different perspectives across different
departments will ensure success along the various points of an owner lifecycle.