A Time To Text

Not long ago, a cell phone was the hottest technology in the world. The ability to make a call anywhere, at any time, was astounding. Recently though, we’ve regressed, and consumers are actually shying away from phone calls, with a distinct preference to texting instead. Millennials, who make up the largest percentage of mobile phone users, prefer not to speak on the phone. Overwhelmingly, they prefer texting to voice calls, spending five times longer every day texting than they do on phone calls, with older generations not far behind. Considering this strong consumer preference to text, we recently launched a program that allows us to provide a text-based option for guest support, just in time for the busy summer season. In addition to enhancing the overall customer service experience, the implementation of this program provides many other benefits. Here are just a few: 1) Branding - Every text starts with the header “itripvacations” as a reminder of who it’s from and who manages their vacation experience. 2) Convenience - Guests receive texts letting them know when check-in information is emailed, reminding them to bring their check-in instructions on their trip, and reminding them several times how to get in touch with us should they need anything. In the past, guests that did not book direct often weren’t sure who to contact if they needed help. 3) Safety - We send texts to in-house guests letting them know of dangerous surf conditions, weather situations, power outages, or any other safety issues. 4) Maintenance - Guests can text us with maintenance issues, and we text back with updates on the resolution of their issue. 5) Reviews - Guests receive texts after departure reminding them to check their email for a chance to share their vacation experience. 6) Guest retention – After check out, guests receive a text thanking them for staying with us, with a link to book direct for their next vacation. 7) Personal touch – Any chance we get to “touch” our guests reminds them that there are real people managing their property and their vacation experience

The response has been overwhelmingly positive from our guests, leaving reviews such as: “The service checked in with us daily, via texts, to give weather alerts/activity coupons/etc.” “I appreciated the automated texts with weather alerts and beach conditions during my stay.” “We appreciate the communication process and having contact info easily accessible.”