The H.E.A.R.T. Method for Conflict Resolution in STR

It is Valentines Day… so here is a HEART-filled message for all you lovers of Short Term Rentals – Introducing the H.E.A.R.T. method for conflict resolution in STR. For STR as with all other B2C type businesses, when dealing with the general public there WILL be conflicts. It is not a matter of IF but WHEN. So it is best to have some systems in place to deal with them quickly and efficiently.

Regular readers of this blog know that I loves me a good system. The “H.E.A.R.T.” method is a standard conflict resolution strategy that I have adapted to STR businesses (This is not the first time I have used H.E.A.R.T. over here- you may remember this from late last year!). I learned this many years ago when I was working in customer service. It served me well then and it serves me now in my STR business which is why I recommend the H.E.A.R.T. Method for conflict resolution in STR EVERYTIME!

H

Hear them out. Really listen to what they’re telling you. It’s a golden nugget when guests communicate with you – good and bad – and then this information is useful. The worst thing is when somebody is unhappy and they simply ding you with a public 1 star review without giving you a chance to fix things. Yikes..

E

Empathize with the situation. Reflect back to them with “active listening” skills to show you’ve heard them and empathise. An example is, “You must be super tired from travelling today so I can understand how disappointing {PROBLEM} is.”

A

Apologize – without necessarily taking blame. An example is, “Oh no, I’m so sorry you are dealing with {PROBLEM}. But I’m here to take care of things for you.”

R

Resolve – find a solution. Offer up some options for standard issues like cleaning not done in time, broken amenities, building maintenance, noisy neighbours. Some examples: Refund a cleaning fee, send somebody from your cleaning/maintenance team to fix the problem, give them a meal voucher for your fave local restaurant, tickets to a local event, send over a fruit basket or mini-muffins. Prepare some suitable contingencies in advance so you can whip them out as needed.

NOTE: often refunding money is not needed as long as the problem is solved. But use your judgement in case a refund is your best way to resolve. Many hosts – and Airbnb – will default straight to refunds. But really most guests are happy to pay for the service and experience that was advertised. Send me a message if you want to talk over some options.

T

Thank them. This is really important. Don’t treat complaints as an annoyance to your day. These are living, breathing and most importantly, paying guests. Thank them for trusting you enough to inform you and trusting that you would want to know! This is super useful as I find it diffuses anger and allows mutually beneficial resolution in most cases.

Following this method will often allow you to turn a complaint into a compliment. Not every booking will go smoothly but guests will remember if you quickly and professionally handled an issue. I don’t want to sound preachy but I know this works from personal experience. I feel confident going into a situation with an upset person with my portion of the “script” set. I learned this system many many years ago, long before I was even involved in STR but it totally applies.

So don’t forget the H.E.A.R.T. method when it comes to conflict resolution in STR industry and have some vouchers and coupons in your back pocket to smooth things over when a booking goes awry.

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