WEBVTT NOTE This file was generated by Descript 00:00:00.940 --> 00:00:01.270 It's Casa Cast. 00:00:02.740 --> 00:00:10.225 We got Orange Credo Casa Cast, our company Casa Cast, created by Casa Go. 00:00:11.455 --> 00:00:12.465 It's time for the show. 00:00:12.635 --> 00:00:13.264 Let's go. 00:00:15.750 --> 00:00:16.830 Hey, welcome to Casa Cast. 00:00:16.835 --> 00:00:22.200 Today I'm with Jenny Davis from VRBO, our account manager for Costco. 00:00:22.550 --> 00:00:23.510 Jenny, welcome to the show. 00:00:24.060 --> 00:00:24.990 Thanks so much, Steve. 00:00:24.990 --> 00:00:25.560 I'm happy to be here. 00:00:26.050 --> 00:00:26.960 I'm so glad you're here. 00:00:26.960 --> 00:00:27.330 Jenny. 00:00:27.720 --> 00:00:30.440 We've always felt like you've been one of like the key reasons why we have 00:00:30.440 --> 00:00:32.360 such a great relationship with VRBO. 00:00:32.420 --> 00:00:35.000 And we're always grateful for everything you contribute to 00:00:35.070 --> 00:00:37.200 Costco and to our orange meetings. 00:00:37.700 --> 00:00:41.199 Today, we're talking about the six ways to better utilize your account manager. 00:00:41.299 --> 00:00:43.889 . Jenny, you are originally from San Diego, California, right? 00:00:44.309 --> 00:00:44.909 I am. 00:00:44.909 --> 00:00:50.019 I'm from a little town about 25 miles north of San Diego called Encinitas. 00:00:50.449 --> 00:00:51.189 Oh, okay. 00:00:51.209 --> 00:00:52.209 Well, I know Encinitas. 00:00:52.209 --> 00:00:52.799 That's pretty cool. 00:00:53.159 --> 00:00:56.959 After graduating high school, you ended up moving to Texas for college. 00:00:57.309 --> 00:00:57.969 I did. 00:00:57.999 --> 00:01:01.489 It surprised everyone except for my grandparents. 00:01:02.189 --> 00:01:06.949 I used to spend my summers in Texas because my grandparents lived here and 00:01:06.959 --> 00:01:08.959 they would take me to go see colleges. 00:01:09.519 --> 00:01:13.289 And so I ended up going to TCU, home of the Horned Frogs. 00:01:13.289 --> 00:01:13.969 Go Frogs! 00:01:14.149 --> 00:01:14.879 Go Frogs! 00:01:17.039 --> 00:01:19.219 Did you get your bachelor's degree in education? 00:01:19.409 --> 00:01:22.549 My bachelor's degree was not in education. 00:01:22.559 --> 00:01:25.889 It was actually in radio, television, and film studies 00:01:25.909 --> 00:01:27.739 with an emphasis on production. 00:01:28.009 --> 00:01:32.119 I did that for a couple of years right after college, and I did not 00:01:32.119 --> 00:01:37.929 like it, and I ended up volunteering with some schools, fell in love with 00:01:37.929 --> 00:01:40.109 teaching, so then I became a teacher. 00:01:40.209 --> 00:01:45.459 I got my certificate and taught little people, little children, for Many years. 00:01:46.079 --> 00:01:46.589 I bet you loved that. 00:01:46.679 --> 00:01:47.769 I bet you were great at that too. 00:01:48.539 --> 00:01:48.969 I did. 00:01:48.979 --> 00:01:50.039 It was a lot of fun. 00:01:50.049 --> 00:01:51.649 It was super rewarding. 00:01:51.679 --> 00:01:53.249 It was very challenging. 00:01:53.289 --> 00:01:59.719 And then I came to the end of that career path and moved from there into partner 00:01:59.719 --> 00:02:02.249 success within education technology. 00:02:02.519 --> 00:02:04.999 And so how did you end up at VRBO? 00:02:05.009 --> 00:02:07.919 Was there a story behind it or did you just happen to see an ad? 00:02:08.029 --> 00:02:09.639 ? Yeah, that's a good question. 00:02:09.699 --> 00:02:12.209 Traveling for me has always been a love. 00:02:12.549 --> 00:02:14.479 I really tied into education. 00:02:14.489 --> 00:02:16.199 I'm a lifelong learner. 00:02:16.229 --> 00:02:17.559 I'm a super nerd. 00:02:17.579 --> 00:02:21.879 I love learning all the things about all the places that I go visit, 00:02:22.609 --> 00:02:28.429 and so it was just a natural fit for me and my background when I 00:02:28.429 --> 00:02:32.439 was working in education technology towards the end of the pandemic. 00:02:32.440 --> 00:02:34.089 There was a bit of a backlash. 00:02:34.294 --> 00:02:37.674 Against technology because the children had been on it for so long. 00:02:38.034 --> 00:02:43.564 I also decided that I wanted to just move into a slightly different field within the 00:02:43.564 --> 00:02:46.114 partner success or customer success realm. 00:02:46.224 --> 00:02:50.734 And I had a friend here at Expedia Group and applied and 00:02:50.734 --> 00:02:52.104 thank goodness they took me on. 00:02:52.104 --> 00:02:55.154 I've been here for a little over two and a half years now and I love it. 00:02:55.534 --> 00:02:56.314 That's fantastic. 00:02:56.494 --> 00:02:58.954 So Jenny, we've been working with you for about two and a half years now. 00:02:59.144 --> 00:02:59.724 Is that right? 00:02:59.994 --> 00:03:00.634 That's right. 00:03:00.984 --> 00:03:06.434 I had several of the Costco accounts within my portfolio when I started and 00:03:06.504 --> 00:03:11.344 Pilar and I worked really hard to get a whole list together and move everyone 00:03:11.354 --> 00:03:15.494 into my portfolio so that you guys only had to work with one account manager. 00:03:15.719 --> 00:03:17.579 Yeah, and we've been thrilled with that ever since. 00:03:17.669 --> 00:03:22.169 One of our big asks of Tim all the time is to make sure that we get to keep you. 00:03:22.209 --> 00:03:23.959 So we're really lucky to have you. 00:03:24.839 --> 00:03:29.429 So let's jump right into the six ways in order to utilize your 00:03:29.509 --> 00:03:31.179 account manager better at BRBO. 00:03:31.799 --> 00:03:34.999 You said number one was setting up quarterly meetings. 00:03:35.349 --> 00:03:41.704 So I am the go to gal for Almost all of the Costco accounts, we do have an 00:03:41.704 --> 00:03:45.924 additional account manager now working with some of our accounts in Mexico. 00:03:46.344 --> 00:03:49.064 But for 90 percent of the Costco accounts, it's me. 00:03:49.354 --> 00:03:53.354 And one of the best ways to utilize me is to make sure that we are 00:03:53.354 --> 00:03:56.304 reviewing your data on a regular basis. 00:03:56.944 --> 00:04:00.560 And doing that on a quarterly basis gives us a nice Um, and then we have 00:04:00.560 --> 00:04:04.054 a nice chunk of data to look at a nice three to four months to look at what 00:04:04.054 --> 00:04:09.504 kind of information or are you reviewing on those quarterly meetings, we can 00:04:09.504 --> 00:04:15.184 review whatever is most impactful to the property manager that I'm speaking with. 00:04:15.694 --> 00:04:20.564 So generally what we're doing is reviewing general optimization information. 00:04:20.574 --> 00:04:25.554 So I'm looking at reports and data on listings. 00:04:25.929 --> 00:04:31.249 Search impressions, their clicks and conversion, doing quick market 00:04:31.249 --> 00:04:35.849 comparisons, looking at the property type and bedroom number versus that 00:04:35.909 --> 00:04:41.039 like property within the market and kind of seeing where the Costco account is. 00:04:41.649 --> 00:04:46.479 And what maybe needs to be changed or optimized to show up and search 00:04:46.489 --> 00:04:49.109 more or get additional bookings. 00:04:49.699 --> 00:04:54.299 We often will also look at amenities because that is so important 00:04:54.309 --> 00:04:56.289 to a listing's performance. 00:04:56.849 --> 00:05:00.029 And then of course, year over year, Quarter of a quarter, month 00:05:00.029 --> 00:05:03.459 over month data, whatever's most impactful to that property manager. 00:05:03.859 --> 00:05:05.009 Yeah, that's so valuable. 00:05:05.019 --> 00:05:08.449 Just optimizing your listings, making sure that you're meeting the market. 00:05:08.879 --> 00:05:13.539 I know that even in a couple locations where I'm managing, we weren't getting 00:05:13.539 --> 00:05:15.409 all of our amenities fully filled out. 00:05:15.509 --> 00:05:17.219 And I think it was hurting our listings. 00:05:17.219 --> 00:05:21.369 Having a second set of eyes from an expert on your listings is just so valuable. 00:05:21.399 --> 00:05:24.399 And I think those quarterly meetings obviously pay off in spades. 00:05:24.519 --> 00:05:31.659 For number two, you said relationship Yeah, one of the most important things 00:05:31.669 --> 00:05:36.329 for me is to build a relationship with the property managers that I'm working with. 00:05:36.799 --> 00:05:39.739 We really consider you all partners in this. 00:05:39.779 --> 00:05:44.609 I want to make sure that you are as successful as possible, not just on 00:05:44.610 --> 00:05:46.719 our platform, but generally speaking. 00:05:47.974 --> 00:05:53.414 Taking time to build a relationship with our Costco property managers is 00:05:53.414 --> 00:05:59.834 just so important to moving forward and knowing exactly what is going 00:05:59.834 --> 00:06:01.604 to be most impactful for you all. 00:06:02.104 --> 00:06:06.754 What can a Costco partner do to help facilitate building those relationships? 00:06:07.714 --> 00:06:08.774 Setting up those meetings. 00:06:10.174 --> 00:06:10.344 Yeah. 00:06:10.374 --> 00:06:12.904 I think, you know, having those quarterly meetings. 00:06:13.359 --> 00:06:17.029 Or more on a regular basis, meeting with me on a regular basis. 00:06:17.329 --> 00:06:20.379 It allows us to take even just five minutes at the beginning of 00:06:20.379 --> 00:06:22.189 the call to check in on things. 00:06:22.329 --> 00:06:22.959 How are you? 00:06:22.969 --> 00:06:24.049 How is your family? 00:06:24.049 --> 00:06:26.159 You know, what's going on in your life right now? 00:06:26.159 --> 00:06:28.719 Is there anything that I need to know about that's a pain 00:06:28.719 --> 00:06:31.219 point for you or celebration? 00:06:31.229 --> 00:06:34.119 You know, I love hearing the good stuff, the stronger, 00:06:34.119 --> 00:06:35.509 the partnership we can build. 00:06:36.024 --> 00:06:40.914 The more impactful the information I can provide will be because I get to 00:06:40.914 --> 00:06:44.614 know you a little bit better and what drives you and what your needs are. 00:06:44.884 --> 00:06:47.684 Yeah, just like any relationship, what you invest into it is 00:06:47.684 --> 00:06:48.464 what you can get out of it. 00:06:48.464 --> 00:06:48.744 Right. 00:06:49.024 --> 00:06:49.544 100%. 00:06:50.174 --> 00:06:55.034 So Jenny, for number three, you said reports and data available. 00:06:55.369 --> 00:06:59.779 So, and this kind of goes back into what goes into those quarterly meetings. 00:07:00.299 --> 00:07:07.279 I have so much data at my fingertips and I can really nerd out about it with you. 00:07:07.709 --> 00:07:11.949 I love looking at market comparisons, looking at how listings are comparing 00:07:11.969 --> 00:07:18.264 against Like properties within the markets that you serve from search impressions to 00:07:18.304 --> 00:07:24.154 clicks to gross bookings and conversion, even 80 are we can look at daily rate 00:07:24.204 --> 00:07:28.234 and do those comparisons to make sure that you are competitive with your market 00:07:28.254 --> 00:07:32.624 across the board, which, of course, doesn't just help with visibility, but 00:07:32.634 --> 00:07:37.014 helps with bookings and that's our goal is to get you guys more booked nights. 00:07:37.349 --> 00:07:41.279 In addition to that, I have access to full amenities reports. 00:07:41.429 --> 00:07:45.389 So, like you said, Steve, sometimes those amenities may not be pulling through the 00:07:45.389 --> 00:07:49.889 Streamline sync like they need to be, or they're not checked off in Streamline. 00:07:49.909 --> 00:07:53.249 Sometimes Streamline adds things, and we don't know about it until later. 00:07:53.269 --> 00:07:57.899 So, we want to be checking those amenities on a regular basis to 00:07:57.899 --> 00:08:01.869 make sure that everything's checked off within the system, feeding over 00:08:01.869 --> 00:08:04.279 properly, and that there are no gaps. 00:08:04.944 --> 00:08:08.164 Um, and then general performance data, looking at that year over 00:08:08.164 --> 00:08:11.504 year piece, quarter over quarter, especially when we make changes. 00:08:11.544 --> 00:08:15.844 I love being able to track the up into the right movement when we've made changes 00:08:15.844 --> 00:08:17.954 to, to things within the portfolio. 00:08:18.014 --> 00:08:20.554 And we can do all of that on our meetings together. 00:08:20.684 --> 00:08:21.154 So cool. 00:08:21.154 --> 00:08:25.274 And you know, just taking the time out to understand what's happening on VRBO and 00:08:25.274 --> 00:08:27.304 in your market and with your properties. 00:08:27.974 --> 00:08:31.794 So for number four, you said photos and listing descriptions. 00:08:32.249 --> 00:08:32.579 Yep. 00:08:32.769 --> 00:08:39.009 Part of my job is to dig in and look at how you're marketing your listings. 00:08:39.559 --> 00:08:41.739 A big piece of that, of course, is photos. 00:08:41.769 --> 00:08:45.729 We know that the more marketable the hero image or that first image 00:08:45.739 --> 00:08:48.449 is, the more clicks we tend to get. 00:08:49.049 --> 00:08:52.229 And with those clicks generally come conversion. 00:08:52.230 --> 00:08:56.804 So we want to make sure that we have That hero image is the 00:08:56.814 --> 00:08:59.314 best, most marketable photo. 00:08:59.314 --> 00:09:03.044 It's really showing off and highlighting the most interesting 00:09:03.474 --> 00:09:04.964 pieces of your listing. 00:09:05.164 --> 00:09:09.994 And then really focusing on the top five photos, because that's really 00:09:09.994 --> 00:09:12.214 what the travelers look at first. 00:09:12.724 --> 00:09:15.394 Making sure that it's not all the same image. 00:09:15.809 --> 00:09:16.889 is a big piece. 00:09:16.959 --> 00:09:22.389 For a while, years ago, we were telling our property managers to kind of set up 00:09:22.389 --> 00:09:25.209 their photos like it was a property tour. 00:09:25.709 --> 00:09:27.509 That is no longer the case. 00:09:28.029 --> 00:09:32.279 When we talk about the first five photos in a listing, we want to highlight the 00:09:32.279 --> 00:09:34.459 most marketable pieces of your listing. 00:09:34.519 --> 00:09:37.439 So it might be an exterior photo. 00:09:37.459 --> 00:09:41.659 It might be a beautiful shot of the pool or the hot tub. 00:09:42.119 --> 00:09:46.469 Maybe a game room or a beautiful bedroom or bathroom or kitchen setup. 00:09:46.499 --> 00:09:50.689 Whatever those most marketable pieces are, are what we want highlighted 00:09:50.689 --> 00:09:52.159 within those top five photos. 00:09:52.639 --> 00:09:57.619 When we look at listing descriptions, I'm looking at, is it easily 00:09:57.619 --> 00:10:01.969 accessible to travelers, or are they having to search for information? 00:10:02.559 --> 00:10:08.039 We know that travelers more and more have shorter attention spans, and 00:10:08.039 --> 00:10:11.994 so we really want to make sure that that description highlights Those key 00:10:11.994 --> 00:10:13.884 features, just like the photos do. 00:10:14.444 --> 00:10:19.894 I always think that bullet pointing or demarcating the top five features 00:10:19.914 --> 00:10:25.784 within the listing is key before any paragraph text within the description. 00:10:25.954 --> 00:10:32.384 Within that, you want to focus on key experiences, Or key amenities that your 00:10:32.384 --> 00:10:36.204 travelers would have access to or things that would make that listing stand 00:10:36.204 --> 00:10:38.014 out from other listings within search. 00:10:38.284 --> 00:10:38.944 It's really interesting. 00:10:38.944 --> 00:10:41.104 I got a question for you that I've been thinking about lately. 00:10:41.584 --> 00:10:44.344 I was speaking to our partners in Boulevard. 00:10:44.904 --> 00:10:47.894 One of the younger gentlemen that's partnering up with our franchise there, 00:10:47.894 --> 00:10:50.714 he was talking about, you know, no matter what you do from a search engine 00:10:50.714 --> 00:10:54.474 optimization point of view or a listing optimization point of view, revenue 00:10:54.474 --> 00:10:57.874 management, all these things, it doesn't really matter if you don't start off with. 00:10:58.074 --> 00:11:02.774 a great property and what makes that great property stand out from his competition. 00:11:03.354 --> 00:11:08.814 He specifically talked about having a hero wall at each property and 00:11:08.814 --> 00:11:12.304 how that helps with conversion and getting people into the property. 00:11:13.204 --> 00:11:14.864 Do you think the hero wall is worth it? 00:11:15.899 --> 00:11:18.369 When you say hero wall, do you mean something that like 00:11:18.589 --> 00:11:22.429 people could take photos of and pop it up on Tok or something? 00:11:23.139 --> 00:11:24.769 Yeah, I mean, actually, that's a great question. 00:11:24.889 --> 00:11:28.619 And let me let me clarify what he was calling a hero wall was 00:11:28.699 --> 00:11:32.559 like a wall that when you see it, you're like, I need to get in front 00:11:32.559 --> 00:11:34.089 of that wall and get a picture. 00:11:34.504 --> 00:11:39.274 Of me and my pals or whoever it might be and put it on Instagram. 00:11:39.334 --> 00:11:43.054 Like it might have one of those lit up like neon signs that has like 00:11:43.434 --> 00:11:46.944 a local message or a hashtag or something interesting, but there 00:11:46.944 --> 00:11:50.984 needs to be a photo of a wall somewhere where you're like, this is 00:11:50.985 --> 00:11:52.234 where you take your Instagram photo. 00:11:53.074 --> 00:11:53.404 Yep. 00:11:53.904 --> 00:11:58.824 I think that social media is a key driver of business and 00:11:58.824 --> 00:12:00.374 that is not going to go away. 00:12:00.794 --> 00:12:04.184 And so the more we can do to make the properties. 00:12:04.529 --> 00:12:08.339 Marketable online and that includes social media, the better off 00:12:08.339 --> 00:12:10.459 the listings going to be period. 00:12:11.719 --> 00:12:17.839 Yeah, with society and everybody wanting to share their experiences and travel, I 00:12:17.839 --> 00:12:22.589 can see how framing it up so that people have these great photo opportunities. 00:12:22.754 --> 00:12:25.494 In front of specific places could really help create a higher 00:12:25.494 --> 00:12:28.874 conversion, especially for that younger traveler that's going on that's 00:12:28.904 --> 00:12:30.034 out there in the market right now. 00:12:30.114 --> 00:12:31.064 Absolutely. 00:12:31.434 --> 00:12:34.984 I think it also doesn't just attend to the younger traveler. 00:12:35.014 --> 00:12:36.844 It also attends to families. 00:12:36.854 --> 00:12:39.724 Families also want those places where they can take their 00:12:39.724 --> 00:12:42.254 photos, whether you're targeting. 00:12:42.579 --> 00:12:49.369 Younger folks or people like me who are a little bit older and maybe traveling 00:12:49.369 --> 00:12:55.009 with kiddos or their family members, having a place that kind of lends itself 00:12:55.009 --> 00:12:59.949 to being able to take pictures and make those memories is key to success. 00:13:00.189 --> 00:13:02.849 So you've heard the word Instagrammable, right? 00:13:03.179 --> 00:13:03.559 Yes. 00:13:03.849 --> 00:13:05.549 So I've got a different word for you. 00:13:05.944 --> 00:13:06.154 Okay. 00:13:06.154 --> 00:13:08.414 And I'm coining this and I bought the domain name. 00:13:08.454 --> 00:13:10.374 I've got a whole idea behind this. 00:13:10.904 --> 00:13:12.094 Rent a grammable. 00:13:13.354 --> 00:13:17.764 Things that make your property more rentable because it's Instagrammable. 00:13:17.764 --> 00:13:18.104 I like that. 00:13:18.684 --> 00:13:20.054 Just, just an interesting idea. 00:13:20.054 --> 00:13:22.934 The more rentagrammable it is, the more social media friendly 00:13:22.934 --> 00:13:26.004 it is, the more possibility of renting the property there may be. 00:13:26.834 --> 00:13:27.554 I love it. 00:13:27.634 --> 00:13:28.074 I love it. 00:13:28.849 --> 00:13:31.999 Yeah, we'll team up with Expedia and create a webpage of what 00:13:31.999 --> 00:13:33.069 makes things rent aggrammable. 00:13:34.439 --> 00:13:36.719 That sounds good. 00:13:36.719 --> 00:13:39.909 I mean, that's my idea, not Expedia's idea, that's just me talking. 00:13:43.309 --> 00:13:48.459 So the next one you had for number five was amenities optimization. 00:13:48.459 --> 00:13:51.489 I know we've touched on this a little bit, but maybe we can dig in a little deeper 00:13:51.519 --> 00:13:56.099 about How to optimize the amenities that you have at your property or whatever 00:13:56.099 --> 00:13:57.369 you're trying to come up with this. 00:13:57.519 --> 00:14:01.519 So I think we did touch on this and I said that this is something that is 00:14:01.529 --> 00:14:05.249 very important for me to go through with you all because you were using 00:14:05.249 --> 00:14:07.239 Streamline as a third party integration. 00:14:07.679 --> 00:14:10.979 Just to make sure that all of the amenities are checked off 00:14:10.979 --> 00:14:15.829 appropriately and that they are syncing over to us appropriately. 00:14:16.059 --> 00:14:19.499 With amenities, we know that travelers use an average. 00:14:19.874 --> 00:14:26.414 Of seven filters every single time they search and because our markets are a 00:14:26.414 --> 00:14:30.334 bit more saturated than they were a few years ago, this is really how travelers 00:14:30.334 --> 00:14:34.784 are whittling down their needs and what they want in a property, which 00:14:34.784 --> 00:14:39.194 just makes it all the more important to ensure that these amenities are checked 00:14:39.194 --> 00:14:41.394 off and sinking over appropriately. 00:14:41.879 --> 00:14:46.379 And I have the ability to pull a full report that shows your integration, 00:14:46.709 --> 00:14:52.439 how many amenities are syncing with each listing, what exact amenities are 00:14:52.449 --> 00:14:57.979 pulling through that sync, and then being able to highlight any potential gaps 00:14:58.009 --> 00:15:00.569 that I see or holes within the report. 00:15:01.009 --> 00:15:06.119 And that has been a huge help for quite a few of our property managers at Costco 00:15:06.429 --> 00:15:10.119 because There are times when we don't realize that we don't have amenities 00:15:10.149 --> 00:15:14.729 checked off or they were dismissed somehow and making sure that we're 00:15:15.019 --> 00:15:21.169 snagging every single traveler that we can with those is a key to success. 00:15:21.889 --> 00:15:26.649 Yeah, , seven different filters and if you're not paying attention to your 00:15:27.249 --> 00:15:31.559 amenities and checking them off, you could be the perfect property for a 00:15:31.639 --> 00:15:36.289 guest who never gets to see you because you just didn't check those boxes off 00:15:36.309 --> 00:15:37.469 when you set up your listings, right? 00:15:38.074 --> 00:15:39.824 Exactly, exactly. 00:15:39.884 --> 00:15:44.864 It also helps us look at what is and is not available through your integration 00:15:44.874 --> 00:15:49.794 so that I can help advocate when we have conversations with Streamline to see 00:15:49.794 --> 00:15:51.794 if we can get things added for you all. 00:15:52.084 --> 00:15:55.644 It's a big part of the conversation and it's hugely important 00:15:55.654 --> 00:15:57.085 to the success of a listing. 00:15:57.404 --> 00:16:02.244 Yeah, you advocating for those amenities and those features are so important and, 00:16:02.244 --> 00:16:05.674 you know, Streamline has this complex system where they're like, okay, they 00:16:05.684 --> 00:16:08.844 have to integrate with these multiple channels and they're trying to figure 00:16:08.844 --> 00:16:12.594 out where the resources go and like, you know, with different subsets of 00:16:12.644 --> 00:16:15.144 amenities or filters, making sure that. 00:16:15.529 --> 00:16:18.979 We're clear on what's effective and what we truly need. 00:16:18.989 --> 00:16:22.049 So they're not building things that are irrelevant and that you 00:16:22.049 --> 00:16:25.099 have the opportunity to advocate for what is truly needed to get 00:16:25.119 --> 00:16:28.519 more revenue for our homeowners and in turn for us, it's important. 00:16:28.789 --> 00:16:29.029 Yeah. 00:16:29.029 --> 00:16:30.389 The squeaky wheel and all. 00:16:30.649 --> 00:16:33.869 So you guys squeak on your end and then we squeak on our end 00:16:33.869 --> 00:16:34.999 and we can get things done. 00:16:37.259 --> 00:16:38.169 It's a squeaking pack. 00:16:40.629 --> 00:16:45.329 And so for number six and the final one, it's technical support and escalation. 00:16:45.914 --> 00:16:46.404 Right. 00:16:46.514 --> 00:16:49.384 So I know a lot of our property managers have been through 00:16:49.384 --> 00:16:51.154 the technical support process. 00:16:51.184 --> 00:16:54.174 I unfortunately am not tech support. 00:16:54.214 --> 00:16:57.354 I am not someone that can step in and tell you exactly what might 00:16:57.354 --> 00:17:02.644 be going wrong, but I can help get you to the right people if needed. 00:17:03.184 --> 00:17:06.714 And then I can help escalate again if needed. 00:17:07.234 --> 00:17:12.214 So, we do have a team that is dedicated just to our enterprise accounts. 00:17:12.244 --> 00:17:13.814 And this is actually new, Steve. 00:17:13.844 --> 00:17:17.404 And I'm going to give everybody that's listening a new phone number to call. 00:17:17.754 --> 00:17:19.934 And this is just for you to call. 00:17:20.334 --> 00:17:25.504 And this is a 24 7 dedicated support line for our enterprise 00:17:25.534 --> 00:17:27.274 accounts, which is what you all are. 00:17:27.964 --> 00:17:30.764 And that is 1 833 HELP. 00:17:33.164 --> 00:17:38.044 905 4530, that phone number will get you to that support. 00:17:38.384 --> 00:17:42.964 They will be able to help you with whatever your needs are, whether it's 00:17:42.964 --> 00:17:47.144 just a general question, you know, let's say it's 11 PM and of course I am 00:17:47.144 --> 00:17:51.034 not answering my email at that time of night, but you need to know now you can 00:17:51.064 --> 00:17:53.584 call them and ask them those questions. 00:17:54.184 --> 00:17:57.304 Or if there's some kind of a technical glitch or a problem, 00:17:57.314 --> 00:17:59.114 you can also connect with them. 00:17:59.384 --> 00:18:02.934 They are also going to be your go to for any cancellation waivers that 00:18:02.934 --> 00:18:05.404 are needed, or traveler support. 00:18:05.404 --> 00:18:09.194 If you're having issues with a reservation, they are your go to team. 00:18:10.034 --> 00:18:15.774 If you don't hear back from them within 48 hours, you can then let me know, 00:18:15.854 --> 00:18:18.494 and I can help escalate that case. 00:18:18.974 --> 00:18:22.694 Um, and all I need for that is the case number that they provide you. 00:18:23.359 --> 00:18:27.159 So we really work in tandem and in partnership with that 00:18:27.169 --> 00:18:30.729 team to try to provide you guys with the best support possible. 00:18:31.059 --> 00:18:32.739 And it's just a really good process. 00:18:32.769 --> 00:18:34.839 I think it's constantly improving. 00:18:35.319 --> 00:18:38.269 So we're always excited to be able to pull in a different 00:18:38.279 --> 00:18:39.719 team to help out where needed. 00:18:39.829 --> 00:18:40.519 Yeah, that's really great. 00:18:40.519 --> 00:18:43.299 And we're so grateful to be an enterprise partner with you. 00:18:43.319 --> 00:18:47.239 And, you know, even our partners who don't have a lot of inventory, Right 00:18:47.239 --> 00:18:51.069 now, the fact that they're part of Costco and getting access to the 00:18:51.079 --> 00:18:57.739 enterprise support is such a positive thing for them and for the brand 00:18:57.819 --> 00:19:00.129 and for our partnership with VRBO. 00:19:00.669 --> 00:19:01.669 Absolutely. 00:19:02.049 --> 00:19:04.459 Our enterprise team is here to help. 00:19:04.849 --> 00:19:06.299 regardless of your size. 00:19:06.599 --> 00:19:10.839 So again, this is just for our partners like Costco and 00:19:10.839 --> 00:19:12.299 there are very few of you all. 00:19:12.359 --> 00:19:15.969 So it gets you to support a lot faster than some of the other 00:19:15.969 --> 00:19:18.139 numbers that folks have access to. 00:19:18.579 --> 00:19:22.229 And then of course, if escalation is needed, please feel free to loop me in. 00:19:22.499 --> 00:19:23.559 We really appreciate that. 00:19:23.629 --> 00:19:24.649 Can you give that number one more time? 00:19:25.079 --> 00:19:25.719 Absolutely. 00:19:25.719 --> 00:19:27.809 It's 1 833 00:19:31.880 --> 00:19:35.510 . 9054530 That's fantastic and we'll put that phone number in the show notes. 00:19:35.520 --> 00:19:39.000 So if you're listening and you need that number, . You can always look that up. 00:19:39.490 --> 00:19:44.310 So Jenny, for the final question, unscripted from the six you gave us, 00:19:44.990 --> 00:19:46.790 what's your favorite thing about Costco? 00:19:47.460 --> 00:19:49.840 Oh gosh, that's an easy one, Steve. 00:19:50.380 --> 00:19:51.070 I love the people. 00:19:51.800 --> 00:19:53.410 Ah, mine too. 00:19:53.770 --> 00:19:57.010 Truly, like, I love working with you all. 00:19:57.360 --> 00:20:00.610 You guys are the kindest people. 00:20:00.620 --> 00:20:02.390 You are hardworking. 00:20:02.400 --> 00:20:03.900 You are enterprising. 00:20:04.470 --> 00:20:06.730 And just really a joy to work with. 00:20:07.785 --> 00:20:11.895 Well, we're grateful for you and we're grateful for the way you treat us and 00:20:11.895 --> 00:20:15.975 I know our community and how they treat people and I'm grateful that they treat 00:20:15.975 --> 00:20:17.665 you the same way that you treat us. 00:20:17.825 --> 00:20:19.790 Thank you so much for coming on Jenny. 00:20:20.340 --> 00:20:22.050 Thanks so much for having me, Steve. 00:20:22.230 --> 00:20:23.040 I love being here. 00:20:23.610 --> 00:20:23.940 Us too. 00:20:23.945 --> 00:20:24.435 Thanks again. 00:20:25.025 --> 00:20:25.835 It's the caa. 00:20:26.640 --> 00:20:27.780 We're so luxury. 00:20:28.535 --> 00:20:32.850 caa they be Don't call in. 00:20:38.310 --> 00:20:39.000 We got orange.