19 minute read
RUMSEY OF SANDBANKS
First impressions count
Help your gue s to get their rose-tinted e acles on by carefully mana ng their arrival
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In the distant past, when I was slim with hair, I was the UK manager for a software company and spent a lot of time travelling in Britain and Europe. I became a fan of Marriott hotels and stayed in them when I could, the standards and sta attitude just seemed to be right and somehow, I always felt welcome when I arrived.
On one visit, there was a book by JW Marriott in the room which spelled out the philosophy of the business including one thing that really stuck in my mind - the idea of the vital first five minutes. If you arrive at a Marriott and there’s a long queue at reception there’s a sort of panic button that they press under the desk. This brings sta from other parts of the hotel who will take you to a table and sit you down with a co ee whilst they organise your check-in and bring your room keys to you. Gradually a magical change takes place- the reception area sparkles, the piped music is pleasant and when you get to your room it is more spacious than expected and the furnishings are beautiful.
During this time of intense work I took time out by performing as an amateur comedian and encountered a phenomenon that was also a great lesson - you could say exactly the same words on two consecutive nights, get an ovation for one performance and face the agony of silence 24 hours later. Something was subtly di erent for the audience which completely changed their experience.
You might imagine that working on Sandbanks means we spend our lives dealing with glittering palatial homes but we actually manage a full range of properties including some that haven’t been updated for 20 years plus. Building standards in the 60s and 70s when some of the blocks were built left much to be desired so cracks, leaks and flaky paint are commonplace. We do what we can but they can never be perfect and this is where you can get consecutive guests saying that it’s the best and worst place they ever stayed in.
The property hasn’t changed, it’s simply a matter of perception and the vital first five minutes after arrival is when you have the opportunity to steer your customers to focus on the good things or the bad. The best way to approach this is to assume that people are going to arrive tired, stressed and possibly a bit annoyed. I’ve been there many times- I promise to finish work at 12.30 so we can get away and arrive in time to unpack and take a stroll before picking a restaurant for a first night dinner. What actually happens is I get home at 2.30, I haven’t packed and I’m interrupted by 3 more calls, I just need to send two emails and we hit the road at 3.30 ensuring that we catch the tra ic. Now we have to stop on the way down, pay too much for some poor food and arrive in the dark - the stage is set for a bad experience.
As my wife gets the accommodation details out (or tries to read them on her phone as I forgot to print them) I grip the steering wheel with white knuckles praying that I didn’t cheap out too much on the booking and try to remember if there was proper central heating or parking.
Applying the ‘Vital first five minutes’ rule to a holiday property: • Make sure that you give clear directions to the property and that the full address and postcode are on the confirmation. • Include precise instructions for where to park and ensure the number of available places has been made clear. • Key collection needs to be simple or if you use a keysafe make sure it is lit by an outside light. • It’s crucial that the property is warm and leave a light on. • A welcome pack is now expected but it’s still better for it to be a ‘surprise’ rather than advertised. • Tea, co ee and biscuits all help with the mind-set and for many a bottle of wine will make all the di erence. • Provide essential items to get the customers started - loo rolls, washing up liquid, cloths, dishwasher tablets, etc. • Have a folder with information on who to contact and clear instructions for the tv, cooker, etc.
The other critical area is how you respond to a problem. Someone needs to be available when the guest calls and if they call the agency rather than the caretaker as they often do they need to be looked after rather than just told they have called the wrong number. Keep them up to date on the progress to resolve an issue and call to check things are OK afterward. All of this costs very little and will help ensure a happy experience for your guests so they things in the most positive light possible.
Simon Tolson owner Rumsey of Sandbanks. Contact Simon on 01202 707357 simon@rumseyofsandbanks.co.uk www.rumseyofsandbanks.co.uk
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Ferndown | 01202 855595
Guide price £1,795,000
A simply stunning home backing on to Ferndown’s Championship Golf Course. Beautifully presented accommodation that extends to 4000 sq ft flows seamlessly with very high spec top quality fixtures and fittings. Secluded plot of 0.37 of an acre and a 22ft balcony terrace with views over the golf course!
Premier location backing on to golf course | Extended, remodelled and refurbished 4 bedroom home | All bedrooms enjoy their own ensuites | Stunning open plan kitchen/family room | Utility/boot room | Fully landscaped rear garden | Garage and ample driveway parking | EPC C
Verwood | 01202 829777
Guide price £875,000
A newly built three bedroom detached bungalow on an exclusive development close to all local amenities, bus routes and only a short walk to Ringwood Forest.
New build | Detached bungalow | Exceptional standard | Underfloor heating throughout | Dressing room and en-suite | Stylish kitchen/diner | Large utility room | Integral garage | Spacious driveway | Electric car charging points | Short walk To Ringwood Forest | EPC TBC
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Ferndown | 01202 855595 London | 0207 079 1515 Poole & Bournemouth | 01202 744944 Verwood | 01202 829777 Wimborne | 01202 842842
Corfe Mullen | 01202 842842
Guide price £650,000
Set within grounds in excess of 0.5 acre this three bedroom detached chalet sits back from the road with parking for numerous vehicles. This family home offers spacious and versatile accommodation with great potential for extension - subject to planning. Viewing recommended!
Detached chalet bungalow | Three bedrooms | Kitchen/dining room | Separate utility | Sitting room with adjoining conservatory | Family bathroom and cloakroom | Grounds in excess of half acre | Parking for numerous vehicles | Development potential | EPC D
Verwood | 01202 829777
Guide Price £625,000
This stunning four bedroom detached home is situated in a premier non estate location with the Village Centre on its doorstep which offers an array of day to day facilities including butchers, bank, post office, library, doctors surgeries, dentist and pharmacy. There is also a small convenience store only a short walk away plus a large supermarket. In contrast to this Verwood also offers access to Bridle paths, beautiful walkways, and recreation facilities.
Stunning detached home | Four bedrooms | Presented in show home condition | Stunning kitchen/family room | Stylish quality kitchen with underfloor heating | Separate utility room | Dining room/study | En-suite shower room | Substantial salon/home office | Premier non-estate location | EPC D
Blandford Forum | 01202 842842
Guide price £600,000
Offering great potential for refurbishment or redevelopment (STPP), this three bedroom “Woolaway” bungalow with outbuildings is located in an idyllic rural setting in approximately 2 acres of land. Just a few miles south of Blandford Forum, the property has private access with delightful rural views!
Three bedroom Woolaway bungalow | In need of refurbishment | Development potential (STPP) | Recently installed heat source pump and solar panels | Grounds of approx. 2 acres | Rural location | Lovely views | Private access road | EPC TBC
Wimborne | 01202 842842
Guide price £460,000
This detached three double bedroom bungalow sits on a well proportioned and neatly maintained plot with driveway parking and a detached garage. Accommodation also includes a fitted kitchen/breakfast room with adjoining conservatory, separate lounge, family bathroom and ensuite.
Detached bungalow | Three double bedrooms | Family bathroom and ensuite shower room | Kitchen/breakfast room | Separate lounge | Conservatory | Detached garage and driveway parking | Neatly maintained wrap around garden | Local amenities and schools within easy reach | Short drive to town | EPC D
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Ferndown | 01202 855595 London | 0207 079 1515 Poole & Bournemouth | 01202 744944 Verwood | 01202 829777 Wimborne | 01202 842842
Upton | 01202 744944 £430,000
Edwards are delighted to offer this unique three bedroom bungalow which is situated on the popular Sandy Lane in Upton. It has wonderful south facing garden along with a detached garage. The property has a wide entrance hallway, extended lounge-diner, kitchen-breakfast room, conservatory, shower room, additional WC, master bedroom & second bedroom both with built in wardrobes and third bedroom (which is currently been used as an office). Additional benefits: UPVC double glazing throughout, Gas central heating, large driveway with side access which leads to a 40ft covered car port.
Three double bedroom detached bungalow | Sunny aspect garden | Detached garage | Built in wardrobes in both master and second bedroom | Conservatory | Large block paved driveway | Extended lounge-diner | 40ft car port | EPC TBC
Poole | 01202 744944 £385,000
Three bedroom semi-detached family home offering bright and spacious accommodation throughout, located within a short drive away from local shops & amenities and bus routes on Ashley Road and Ringwood road. The property has been tastefully renovated throughout.
Recently refurbished throughout | Driveway and parking | Large modern patio | Spacious garden room with power | Open plan lounge diner | Stunning new bathroom | New carpets and flooring throughout | Great access to the A348 and A31 | Easy access to major bus routes | Close to supermarkets and shops | EPC C
Bearwood | 01202 744944 £350,000
Edwards are delighted to welcome a unique two bedroom (former three bedroom) detached chalet bungalow to the market. The bungalow occupies a larger than average private plot with a westerly facing L shaped rear garden, single garage and generous off road parking.
Two double bedrooms | Two driveways providing generous off road parking | Workshop/garden store | Newly decorated kitchen/breakfast | Garage | An extended bungalow occupying an wide and good sized private plot | Carport | Good size garden, well kept | EPC D
