A short excerpt from a YouTube video in which Josh Goldstein explains his approach to handling complaints: he treats complaints seriously and uses slower periods to make substantial improvements to cabins. He says these upgrades both increase property value and reduce future complaints, saving him time and effort later.
When people do complain, I take it seriously. So in down times, a lot of times, I'll do big changes to cabins so that I don't get those complaints in the future. And the main reason why, not only to make it nicer, and I know it goes to the value of the ultimate house that I'm renovating, but it's also to save my time for the future, because I feel like as I do that it's just less complaints I'm going to get and the easier everything's going to be later on.
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