Rachel and Tilly discuss the podcast's format changes for its second season, focusing more on conversations relevant to vacation rental homeowners. Tilly, who has been with Abode for almost 10 years, shares her experiences and background in sales and the vacation rental industry. The discussion includes stories about custom-made hats from Kimo Sabe and interactions with celebrity Bill Murray. They delve into specific practices at Abode, such as how the sales team determines the suitability of guests to ensure a positive experience for both guests and homeowners. Tilly explains the methods used to screen potential guests, the importance of pre-visit communication, and the tactics the sales team employs to ensure guest compatibility with properties. The conversation shifts to instances where homeowners cancel reservations last minute, impacting guests who have been excitedly planning their vacations. Rachel emphasizes the dual responsibilities of serving both the homeowners' and guests' interests, and how cancellations can be emotionally taxing for all involved. The hosts also discuss the challenges of negotiating reservation prices and the internal processes to ensure the best rates for homeowners without compromising on quality. Tilly highlights the importance of understanding the homeowners' preferences and how dynamic pricing is handled by Brad, their revenue management expert. The episode underscores the value of transparent communication between the reservation sales team and homeowners, ensuring that everyone’s needs are met efficiently. Other facets include the importance of understanding the value homeowners place on their properties, likening it to personal high-value items owned by the team members. The podcast also touches on handling unexpected homeowner changes and the impact on potential bookings. Rachel and Tilly mention the importance of being proactive in communicating with homeowners about upcoming potential high-value bookings. They conclude with insights on the necessity for property management teams to have intimate knowledge of the properties and cultivate strong relationships with both guests and homeowners. The episode wraps up with anticipation for their team’s holiday celebration, connecting the personal aspects of their work culture with their professional responsibilities.

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