Maximising Profits by Filling Booking Gaps with Existing Customers

Welcome to Boostly Podcast Episode 592.

In this podcast, Mark discusses how business and hospitality owners often focus on finding new customers and bookings. He asked Facebook groups what they would do if they had a gap in their calendar between bookings. The responses varied, with some suggesting going on a holiday or staying in the apartment. However, Mark emphasizes the importance of focusing on existing customers who have already booked with the business.

He suggests contacting guests who are staying before or after the gap and offering them a special rate for those extra days. By doing this, the business can avoid additional cleaning and preparation costs associated with new bookings. Mark advises reaching out to guests who have shown flexibility in their plans or have indicated an interest in extending their stay.

Although some business owners claim they don't have time to contact guests personally, Mark suggests hiring someone to handle guest communication, preferably through phone calls rather than texts or emails. He believes investing in such communication tactics can yield significant benefits for the business.

Mark concludes by encouraging listeners to subscribe to the channel for more videos and podcasts, as well as to explore Boostly for tools, tactics, and training aimed at helping hosts reduce their reliance on Airbnb and increase diary bookings.

Here's the video for this episode:

Timestamps (audio)

00:00 – Intro
00:52 – Business owners always do one thing
02:08 – You should be looking to reach out
03:11 – People book at different times
04:48 – Outro 

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Transcript from the Episode

Intro

[00:00:00] Mark: When it comes to it, when it really comes to it as business owners and hospitality owners, we always do the same thing, which is we're always trying to find the new money, the new guest, the new booking. I asked this question in three Facebook groups. So if you had a gap in your calendar, like I've shown here on the example, if you had a free day gap in between bookings, what would you do?

[00:00:23] What is what? What is the answer? Um, people came back with lots of. Interesting remarks, depending on the Facebook group we're in. Um, people said, go on a holiday, go and stay in the apartment. But I'm talking from a purely marketing sales business perspective here, and we had, I say diff different answers in, in different groups, but a lot of the times people are going down the route of dynamic pricing, bumping your rates up, all of the things.

Business owners always do one thing

[00:00:52] But in all honesty, when it comes to it, when it really comes to it, As business owners and hospitality owners, we always do the same thing, which is we're always trying to find the new money, the new guest, the new bookham. We try and implement these fancy tactics, these fancy trainings, these dynamic price and software tools.

[00:01:10] We go put the rate super high with a massive discount on, and we try and beat the algorithm when really the most important thing for business owners to do is focus on those that have already given us. that I've already jumped over that hurdle of do I book with this place or not? And the easiest win here really is by contacting the guests that are staying either side.

[00:01:35] So if I bring up this image, again, if I share my screen, I would be looking to contact these guests here that are 1, 2, 3, 4, 5, day stay obvious, little Tuesday. Stay here and say, Hey, there's a, there's a gap. After you check out and before the next guest checks in, would you like to take it? And if you've been doing the, um, the guest communication properly, if you've spoken to the guest 24 hours after booking, know exactly who that guest is and why they're coming to town.

You should be looking to reach out

[00:02:08] And if. If they've given any indication that this could be something that is quite flexible, then you should be looking to, to reach out to them and you should be saying, Hey, we've got three days before the next guest comes in, or again, to the other ones just saying, Hey, the other guest actually check out three days before prior.

[00:02:26] Um, would you like to take those dates and what you can do? Is you can look at working out a special rate. The discount can be whatever you wanna discount it, because what's really important here is that you don't have to then get the cleaning team in again. So set, let's set, set the example. You're gonna go for a brand new booking free day booking.

[00:02:46] Then that's a changeover. That's cleaning fees, that's manner ease. That's all of the things you've got to revamp and refresh to get him. So instead of that, if you can put a discount on those free days, then the guests will be at, you know what, we can stay. And it's a fantastic discount. And the best thing is about it, it'll be a diary booking and the guests that are on the other side that are coming to, to, to stay, they could come a little bit early because they could have some flexibility in their calendar.

People book at different times

[00:03:11] People book at different times throughout the year. They book, they book at different lead times. Okay. And say for example, this book in here, they could have booked four months ago, three months ago, two months ago, a month ago. And situations may have changed. They may have been able to, uh, get to you earlier or stay for you a few extra days.

[00:03:29] And if you can identify gaps now, I'm not talking one days, like one days are one days, but I'm talking anything more than 48 hours, three days, four days, then that would be prime to reaching out. And again, so many of you aren't doing this, and it all comes back to time. I haven't got the time. I haven't got the time.

[00:03:47] I haven't got the time. It's why I'm, nope. Everybody comes back to me and they say, I haven't got the time to, to call the guest. Well, if, if you are so outta time, hire somebody to do this for you. You could easily get somebody that can communicate on the phone, pick up the phone, and I'm not talking about a text here, I'm not talking about an email.

[00:04:02] I'm talking about picking up the phone and calling and speaking to the person. Um, you could easily find somebody that, uh, you could pay between 600 to a thousand dollars a month with, and they'll do 30, 40 hours, uh, every, every week, and you could easily get a return of investment on this. Uh, by having them do tactics and training and taping into little things like this that will have a massive benefit in your business.

[00:04:26] So if you will be the type of person who will go, I'm gonna take advantage of the Airbnb. Algorithm and try and do all those things. That sound, that's fine. But if you try and change it for just eight weeks, give me eight, gimme 90 days doing this instead. And let's see what your results are, as always, um, if you enjoy these types of videos, please make sure that you subscribe and like, and follow this channel.

Outro

[00:04:48] There's much, much more of this coming. Um, over the course of the year, we do free videos every single week. We've got free podcasts every single week going out. Um, we've obviously got the books and we've got Boostly where you can come and find out more about how we're giving hosts of tools or tactics of the training.

[00:05:02] Uh, our mission is to help 1 million hosts cut down on an over reliance on Airbnb. With all through diary bookings. So here we go. If you'd like more, find out more, click subscribe. Click notification bell and we'll see you in a couple of days for our next video. Having a blast. Gonna get it on the Bruce Lee podcast, Bruce Lee.

[00:05:20] Let Bruce Lee cuz it's so hard on the tea is loose leaf. Making up those rhymes. Don't write it, just do it loosely.

Before you leave

Please go and rate, review and subscribe on iTunes, Spotify Google Play or Anchor or visit Boostly Hospitality Podcast for the full list of episodes!

Transcript from the Episode

Intro

[00:00:00] Mark: When it comes to it, when it really comes to it as business owners and hospitality owners, we always do the same thing, which is we're always trying to find the new money, the new guest, the new booking. I asked this question in three Facebook groups. So if you had a gap in your calendar, like I've shown here on the example, if you had a free day gap in between bookings, what would you do?

[00:00:23] What is what? What is the answer? Um, people came back with lots of. Interesting remarks, depending on the Facebook group we're in. Um, people said, go on a holiday, go and stay in the apartment. But I'm talking from a purely marketing sales business perspective here, and we had, I say diff different answers in, in different groups, but a lot of the times people are going down the route of dynamic pricing, bumping your rates up, all of the things.

Business owners always do one thing

[00:00:52] But in all honesty, when it comes to it, when it really comes to it, As business owners and hospitality owners, we always do the same thing, which is we're always trying to find the new money, the new guest, the new bookham. We try and implement these fancy tactics, these fancy trainings, these dynamic price and software tools.

[00:01:10] We go put the rate super high with a massive discount on, and we try and beat the algorithm when really the most important thing for business owners to do is focus on those that have already given us. that I've already jumped over that hurdle of do I book with this place or not? And the easiest win here really is by contacting the guests that are staying either side.

[00:01:35] So if I bring up this image, again, if I share my screen, I would be looking to contact these guests here that are 1, 2, 3, 4, 5, day stay obvious, little Tuesday. Stay here and say, Hey, there's a, there's a gap. After you check out and before the next guest checks in, would you like to take it? And if you've been doing the, um, the guest communication properly, if you've spoken to the guest 24 hours after booking, know exactly who that guest is and why they're coming to town.

You should be looking to reach out

[00:02:08] And if. If they've given any indication that this could be something that is quite flexible, then you should be looking to, to reach out to them and you should be saying, Hey, we've got three days before the next guest comes in, or again, to the other ones just saying, Hey, the other guest actually check out three days before prior.

[00:02:26] Um, would you like to take those dates and what you can do? Is you can look at working out a special rate. The discount can be whatever you wanna discount it, because what's really important here is that you don't have to then get the cleaning team in again. So set, let's set, set the example. You're gonna go for a brand new booking free day booking.

[00:02:46] Then that's a changeover. That's cleaning fees, that's manner ease. That's all of the things you've got to revamp and refresh to get him. So instead of that, if you can put a discount on those free days, then the guests will be at, you know what, we can stay. And it's a fantastic discount. And the best thing is about it, it'll be a diary booking and the guests that are on the other side that are coming to, to, to stay, they could come a little bit early because they could have some flexibility in their calendar.

People book at different times

[00:03:11] People book at different times throughout the year. They book, they book at different lead times. Okay. And say for example, this book in here, they could have booked four months ago, three months ago, two months ago, a month ago. And situations may have changed. They may have been able to, uh, get to you earlier or stay for you a few extra days.

[00:03:29] And if you can identify gaps now, I'm not talking one days, like one days are one days, but I'm talking anything more than 48 hours, three days, four days, then that would be prime to reaching out. And again, so many of you aren't doing this, and it all comes back to time. I haven't got the time. I haven't got the time.

[00:03:47] I haven't got the time. It's why I'm, nope. Everybody comes back to me and they say, I haven't got the time to, to call the guest. Well, if, if you are so outta time, hire somebody to do this for you. You could easily get somebody that can communicate on the phone, pick up the phone, and I'm not talking about a text here, I'm not talking about an email.

[00:04:02] I'm talking about picking up the phone and calling and speaking to the person. Um, you could easily find somebody that, uh, you could pay between 600 to a thousand dollars a month with, and they'll do 30, 40 hours, uh, every, every week, and you could easily get a return of investment on this. Uh, by having them do tactics and training and taping into little things like this that will have a massive benefit in your business.

[00:04:26] So if you will be the type of person who will go, I'm gonna take advantage of the Airbnb. Algorithm and try and do all those things. That sound, that's fine. But if you try and change it for just eight weeks, give me eight, gimme 90 days doing this instead. And let's see what your results are, as always, um, if you enjoy these types of videos, please make sure that you subscribe and like, and follow this channel.

Outro

[00:04:48] There's much, much more of this coming. Um, over the course of the year, we do free videos every single week. We've got free podcasts every single week going out. Um, we've obviously got the books and we've got Boostly where you can come and find out more about how we're giving hosts of tools or tactics of the training.

[00:05:02] Uh, our mission is to help 1 million hosts cut down on an over reliance on Airbnb. With all through diary bookings. So here we go. If you'd like more, find out more, click subscribe. Click notification bell and we'll see you in a couple of days for our next video. Having a blast. Gonna get it on the Bruce Lee podcast, Bruce Lee.

[00:05:20] Let Bruce Lee cuz it's so hard on the tea is loose leaf. Making up those rhymes. Don't write it, just do it loosely.

Before you leave

Please go and rate, review and subscribe on iTunes, Spotify Google Play or Anchor or visit Boostly Hospitality Podcast for the full list of episodes!

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