There are over 8,000,000 RV owners in the U.S., and they all have to stay somewhere. But that's no excuse for not treating every single one as though they are the most important customer in the world. That kind of attitude will propel you to the top of the pile in RV park owners – and reward you with outstanding occupancy and cash flow.So how do you earn lifetime RV park customers?Over-DeliverIt's not enough that your customer should be pleased. You want them to be so excited about their experience that they tell all their friends! If you think about it, there are only a few things you have to do to over-deliver in an RV park:
When There Is A Problem – Solve ItStudies have shown that a customer who is unhappy and then made happy is more loyal than one that never had a problem in the first place. This means that it is extremely important to solve every customer issue immediately and to their satisfaction.Remember that the alternative to a happy customer is a walking billboard of negative feedback on your RV park. If you want to be successful, having an unhappy customer is just not an option.When a customer problem pops up, remember the old adage “the customer is always right.” Don't argue with them, or try to change their perception of what happened. Just fix it and move on. If they come in to pay, and thought it was $20 a night and it's really $22, then don't say “O.K. cheapskate, you can't afford the extra $2?” Instead, say “I'm sorry for the communications error here, $22 has been our rate for the last six months, but I'm more than happy to take the $2 off. We really appreciate your business, and want you to come here the next time you pass by.” You've just spent $2 to get a customer for life, and one that spreads the word of how great your RV park is. Isn't that a bargain?ConclusionYou can have a long and rewarding career as an RV park owner and never have an unhappy customer. In fact, if you make it priority #1 that every customer is going to leave your RV park 100% satisfied, you will build a virtual army of public relations ambassadors, and your success will never be in question.
