This is not only applicable to rental business, I own a pharmacy and grocery store. Often times, you come across some unhappy customers, I left a standing instruction to call me in a situation that the sales people cannot handle the issue with a customer.
One customer treated fairly can bring in 100 customers to the business. One disgruntled customer can equally chase away 100 potential customer. Customer management is very essential to running a successful business.
Totally agree. And for online businesses like holiday rentals, this is even more important. Happy guests often write reviews however unhappy guests Always write reviews.
You are right on this. Unhappy guest is most likely to make out time to right bad review of his/her experience.