Mark Simpson shows rental operators how to cut support requests by recording short how-to videos for guests. He creates about 60 clips covering common questions, like how to use the specific thermostat in the unit, and adds them to the property guidebook so guests can troubleshoot themselves.
Not everything is obvious to everybody. So we actually take how to videos of, like, 60 or so different things. And we do it typically when we're onboarding a property. And I think that's really important because it can eliminate a lot of issues or a lot of guest questions, because instead of going to you and saying, hey, the house is really hot. How do I get the temperature down? Which is actually something we get quite a bit. And you and I may think, well, then, you know, turn the air up on the thermostat. But instead we just say, well, instead, they go to their guidebook, and it's right in there how to work the thermostat. There's an exact video of us videoing that exact thermostat. Not one like it. And it can. They can troubleshoot it on their own.
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