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General Forums => General Discussions => Topic started by: charlie1 on June 14, 2014, 13:36:35

Title: Is this your resort/club! How to turn it around.
Post by: charlie1 on June 14, 2014, 13:36:35
I believe within the next 10 years there will be a very clear diversion within timeshare. There will be the big players who have their own portfolio of resorts focusing on providing a hospitality service and offering various holiday experiences. There will also be Independent resorts that will survive the big fall out that will be in prime locations and those thinking Individual resorts that will establish a niche and have marketed intelligently to attract members ideally suited to their resort.

Those resorts in the top tier will be fewer but highly sought after and very saleable.

Then in the lower division were have the remnants of Resorts and Developers that are left, drawing their last breath because they did not adapt and listen and are now to uneconomical to continue. They will have high maintenances because that will be there main source of revenue and they will in desperation try to lock their members in with threats of debt collectors or worse. They wont have an exit strategy in place and appreciate that it would make their resort more attractive to new members.

This is not the future this is happening now! Hundreds of resorts have closed over the last couple of years and this will increase. Unless we have a wake up call and work together as a collective.

Timeshare is a great concept but those that did not work on this and adapt with the times now find themselves barley treading water.  If they don't change and reach out for help soon they will be history. Those who now make a stand and decide to work at this with the right leadership perhaps were waken a sleeping giant.

Be part of the solution,
there will be a more focused drive on this in the future. If you have any thoughts on this lets have them on here. Or in confidence pm even better email me direct my details are in my membership.

The signs are there now in BIG letters! We have resorts that have no marketing or don’t know how. Most that do sell have poor dated sales procedures.

We have resorts that are barely managed, virtually on a reactionary basis when the management get together focusing on survival only. Others that don’t have good communication with their membership and don’t appreciate that there membership are their most prized asset. They don’t know how to help and educate their members on best use of their timeshare. They may have unsuitable and dated productsNo one wants my full list here.

Some resorts that have no experience on assisting their members to sell and just list them on their website for sell! One resort has a list of 600 weeks listed for sale on their website and have no idea how damaging that is to the resort and the Industry. Other resorts just recommend them to a Resale Company where most Resale Companies just list them on their website and charge a fee!
 
I have heard it said that its difficult accessing UK weeks but one resort in the UK in the first week of June was virtually empty. The large bar was closed and the leisure facilities closed from 5pm because that’s when the lady on reception goes home!!

So what camp will your resort be in?

Timeshare created the problems by not thinking ahead but we also hold the solutions…
Title: Re: Get involved! This could be your resort!! RDO & TATOC have a supportive service
Post by: JohnB57 on June 14, 2014, 15:59:00
As an ex-owner at one of the higher tier resorts you refer to - and glad to be free of it - I believe that timeshare has had its day. It might have been a great concept twenty years ago , but in 2014, it simply isn't. 

Other than perhaps the more prestigious units in the very best resorts, your "investment" immediately becomes and remains virtually valueless. In fact, worse than that, it's a millstone. That situation will not change. On top of that, the world is a very different place from the heyday of timeshare. Look no further than this forum to judge how far it has fallen off a cliff. Four or five years ago, virtually every board was alive with regular posts from owners. Now, most are barely used.

I realise this was not the kind of response you were looking for but can you really see anything turning round the decline in timeshare? It's already an expensive way to vacation. Adding to that cost though the provision of facilities or "experiences" - which inevitably you would have to contribute to whether or not you used them - isn't going to make that any more attractive, certainly not to the numbers of "investors" that would be necessary to simply replace those who drop out.

Sorry to pour cold water on your well meaning post and I hope you continue to get the most from your timeshare. But I can only say that being out of it is one of the biggest reliefs of my life.

 
Title: Re: Get involved! This could be your resort!! RDO & TATOC have a supportive service
Post by: happyowner25 on June 14, 2014, 16:50:42
In my opinion, there have been many posts on this forum regarding the situation in los cristianos and the 'toothless tigers' ect ect, to not want the idea of TATOC involvement.
Title: Re: Get involved! This could be your resort!! RDO & TATOC have a supportive service
Post by: charlie1 on June 16, 2014, 12:18:12
Hi JohnB57
I think we have gone off thread a little but sometimes that’s not a bad thing. All points of view are very welcome as its important that those who may have some responsibility in timeshare that look into these threads are aware of the feelings of all timeshare owners.

However we need to note that most members/viewers on Timeshare Talk are here as a result of a timeshare issue or challenge. They have not received a satisfactory response from an issue that concerns them from who ever they have tried to resolve an issue with. So those timeshare owners go online to find an answer or more information concerning their problem and most go on to find forums like Timesharetalk.

So on forums like this you will find it mainly consists of threads that are associated with a problem relating to timeshare. There are few positive or educational threads on TimeshareTalk as most happy timeshare owners are not searching the Internet looking for timeshare solutions to our problems.

These forums provide a service as it allows timeshare owners to share problems and at times receive some good advice because their not getting the support or advice they seek elsewhere and that’s very sad if they are ignored or even threatened with letters from their resorts and even debt collectors. How these resorts think that this ‘solution’ is going to resolve their membership problems long term is beyond me!

Timeshare was never an investment that was old salespersons sales patter but it was an investment in our holiday time. For me it made me take time out to ensure I did not lose out on my annual allocation of holiday time even with a busy lifestyle.

In timeshare now there are obviously those that are not suited to timeshare and a larger percentage in my opinion are those that don’t have a timeshare holiday product that suits their holiday style. As most bought under pressure to buy on the day and had no opportunity to research out alternative timeshare products. On top of that to compound the issue of how to make the best use of timeshare there are not many sources that are available to educate the timeshare owner that does not have their own agenda leading to a sell somewhere.

Forums like this are not representative of all timeshare owners as the majority of timeshare owners are happy and content with their timeshare, as many surveys have shown. For example Hapimag has a history in timeshare of over 50 years without one single complaint showing on the Internet from any of their owners. Also check out http://www.timesharetalk.co.uk/index.php/topic,18769.msg57104.html and what about http://www.timesharetalk.co.uk/index.php/topic,18441.0.html Timeshare will give you quality holidays to last a life time if you own the right product to suit your holiday style and do a little homework. Where could I take a bonus week in the UK for just £129!! I could pay that for one night in a good hotel!

There are some excellent resorts and Timeshare companies out there that are consumer driven and their members are making timeshare work for them. They have exit strategies and provide value for money.

The world is different from 20 years ago as even more people are taking holidays than they have ever done. Lifestyles have changed and the reason for my thread is that some resorts did not adapt and create the flexibility required in this day and age. So you are quite right those companies that have stood still have become a milestone for their members if they seek to exit, but that’s by no means all timeshare companies.

However my thread was created as my concern is that in some resorts and Timeshare Companies where it is not so much a problem now it will be!  :o As their members mature in those timeshare companies and they do not have an exit program, what we see today can only escalate with those resorts.

This becomes an even bigger issue where the management of these resorts is not pro-active in key areas and effectively stuck their heads in the sand and wont address beyond a lip service there real problems.

Happyowner25 I take your point but I am aware of the recent stance where RDO have publically declared their members exit strategies recently. This is a positive step in the right direction and with KwikChex heading up the Timeshare Task Force. RDO announced that TATOC are working along similar lines with their membership.

This line of action can only gather momentum as lines have been drawn and we may see a diversion being created as the consumer will view those Timeshare Companies more favourably that are consumer friendly and have workable exit strategies.

There are sometimes areas that are being worked on behind the scenes that we are not always privy to. I know for example that TATOC have been assisting the problems associated with WBM sales at Dyserth Falls. They were not members of TATOC but TATOC have got involved to help resolve this. I spoke to TATOC regarding this a while back. The main challenge as I see it with TATOC are resources. They need a new source of revenue.
 
Another example a couple of years back a Silverpoint member contacted me with issues they had with Silverpoints they where very unhappy. I told them to forward this directly to Harry Taylor and as a result of that Harry Taylor personally visited the Silverpoints member at their house. This resulted in a four-way tele-conference with The Silverpoint member, Harry Taylor, Mark Cushway (CEO of Silverpoints) and myself. After two hours we ended up with one very happy Silverpoints member.

I agree with your comments about the sheer volume of posts about whats happening in Los Christianos and I wonder has anyone actually directly approached RDO or TATOC on the issue you refer to Happyowner25 in the last 12 months? Or has everyone just assumed that they have.

My thread is a wake up call for those Timeshare Companies that are stuck in a timeshare warp. They have it within their capabilities to make the right steps to bring them up to speed with lifestyles in the 21st century. That’s if they have the right pro-active leadership and the will. Otherwise in my opinion they are not only providing a disservice to their members but are also putting their resort(s) at risk.
Title: Re: Get involved! This could be your resort!! RDO & TATOC have a supportive service
Post by: charlie1 on June 17, 2014, 12:40:23
1) Leadership

This is where it stops and starts. If challenges bottle neck with a committee/management or with the CEO because they don’t tackle the core challenges facing their business then their timeshare business can only depreciate as your club members will vote with their feet.

Even those Timeshare Companies that are locking in their members with no exit strategy are on borrowed time as our mature members cannot live forever. No exit strategy will hardly attract new members and even if we bring in a short term product. Prospective members in this day and age will soon get a feel for how existing members feel about their Timeshare Company. We have to remember as a timeshare business we are there for the consumers. Because without our club members and their good will we wont have a business.

It is a natural reaction for most to shy away from difficult challenges that’s why we need leaders! They in turn need an active support structure of committee/board members to support the CEO with each playing to their strengths.
If that’s not there then we need to bring in personal that have the right skill sets and are pro-active.

Some committees/Directors only at best get together every 3-4 months unless they end up having a reactionary meeting due to something not planned for.

Some clubs/resorts are managed on a voluntary basis with well meaning folk. In this instance you need to reach out to your membership and identify members that have skill sets that might be of assistance from time to time.
You don’t have to meet why not Skype or tele-conference a call and there is emails of course you can always meet. If you have a challenge why not have a temporary group dedicated to one problem say for 12 weeks reporting into a committee member. Why not in turn reach out to other supportive professional bodies within the Industry and at least find out what they have to offer with no obligation like RDO and TATOC. 

If its important your find a way. If its outside of your comfort zone your find plenty of excuses why a problem cant be tackled now.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on June 20, 2014, 16:02:28
2) As a Club/Resort where do you want to be?

To start with a Timeshare Company has to undertake an honest appraisal of its business and resources and establish where you are now in order to take the right steps to achieve your objectives.

I need to labour the point this has to start with the Leadership and in order for that to be effective you need a supportive pro-active committee or board of Directors each playing to their strengths and having their fingers on the pulse! What are my members needs, desires and fears? You don’t want yes men everyone needs to contribute. If the committee/board is weak they will always be looking for excuses when confronted by a challenge or they end up tied up in knots in their own red tape instead of having an open mind exploring and reaching out for solutions.

In running a business there are of course a number of on going areas that have to be looked at including Finances, Resort maintenance programs, Public Relations etc However that’s called survival!

If you want to go on and prosper than you need to focus on the more challenging issues and then identify the steps you need and can take. Once you have the right team in place you need to consider the following to start off with in any order that’s relative to your club. This is just some of the areas that are important to get right for your timeshare business if your not already in the premiership side of timeshare.

Membership overview
if you don’t have the data, survey intelligently to obtain this effective feedback is vital. This is just a sample of areas that feedback will assist you to plan for your companies future. That’s member’s ages, ideal if you know how many members holiday as a family, the number of single members, and the countries your members live in. Members that rarely holiday exchange their time and use your resort ( those members that regularly use your resort are invaluable as they are your ambassadors around the pool and in your restaurants look after them and get your program right because they are your unpaid salespeople. )  How many members have requested to exit what is their reasons? Get numbers and percentages this will be invaluable.

Ensure you can identify your members information within a simple format. A simple software program will enable you to store this, for example to download a list of members that access your resort(s) on a regular basis. The more you know about your membership the better the service you can provide and it will ensure that future policies are shaped partly based on your memberships needs, wants and fears.

Do you want a sustainable membership?
Then Design and market for your ideal membership - This can work more effectively if you market for members more relevant to your resort/club. What is your resort’s Unique Selling Points? If you don't have one then create one! Why should any one choose your club/resort and not another club/resort?

What is one of the first things that a prospective member is going to review in this day and age when considering new ownership with your company? Your Resort Website and thats the start! - This is not just about portraying a professional image. How could you draw upon your strengths and appear more attractive to visitors considering your club/resort. A growing percentages of prospective owners will review your website when considering ownership and also anything else that pops up on the Internet with your name on there. What is your website saying about you? What is a forum saying about you?

Customer Care
How to create a memorable holiday experience? This goes one step beyond the physical product. Consumers base their decisions on quality of service. Do more than what’s expected. This should start before your guest/member arrives at your resort. What makes you different? Are your staff trained/educated in customer service? When was the last time this was tested? 

Building a relationship with your club members.  By obtaining an emotional connection with regular updates that involves them. In turn, your members will become your best ambassadors. You may also identify set skills amongst your membership that you might be able to call upon. Get your members involved!

Supporting your Timeshare Owner on The Best Use of Timeshare
- What follow up procedure should there be in place not just after a sale takes place, but that should be ongoing?  A good place to start is to ensure that your members have access to some basic education on the best use of timeshare, but on a level that is relative and in a format that is easily accessible and easily absorbed.  There is so much that could be done and its simple to do.

Your Exit Strategy
is what could define the future of your resort/club review post 5 http://www.timesharetalk.co.uk/index.php/topic,18767.msg57153.html could be one of many Exit Strategies to consider?

"Your success is in direct proportion to the amount of VALUE you deliver to your members!"
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on June 23, 2014, 23:13:17
3) Half the problem is to know where you are before you look for the best solutions to a challenge.

Do you have the right timeshare product? This has to be of real benefit to the consumers who use it and not from a business perspective. Do you really believe in your resorts product? You can change the product more easily than you can change your consumers.

What would attract families to your resort, how do their needs change and how can you cater for this.

How to attract the younger generation? - What are there perceptions of the timeshare Industry. What are they looking for? What can be done to attract the younger generation? Where is this market place and what has to be in place to attract them to your resort?
 
Selling Timeshare Companies
what Selling techniques do you employ– most need to be reviewed and the sales presentation adapted to assist the new member absorb the working process of their product. Some sales teams have not changed over many years and your presentation has been seen many times. How could yours be different from their previous presentation? How can this be done professional and with respect! :o

Debt Collecting Resorts -- Those Resorts that apply this procedure to members who don’t pay their maintenance would prefer just to be able to replace those members. Most are just trying to protect the resort and their members from rising costs. They must be aware that having a debt collecting procedure in place will not help when marketing for new member’s as this policy becomes known around the pool and in your bars and on forums. They need to review their exit strategy and marketing.  ???

More awareness and care for the disabled timeshare owner
– This is a massive market that the Timeshare Industry has not recognised, and it does need the Industry's attention. Existing owners will have mobility and disability challenges as we mature more can be done.
Holidaying with a disability or a mobility issue just means that we have to put in a little more preparation. Timeshare resorts are a great alternative to traditional hotels. Timeshare apartments are much more spacious than traditional hotel rooms, offering living rooms and dining areas. A big plus is the Kitchens - Especially for those with special dietary needs, finding acceptable restaurants in an unfamiliar area can be a chore.

The "singles" market
– Timeshare does not have to market this as it’s growing internally! Owners may be widowed, divorced or just want to holiday on their own. Timeshare needs to adjust to identify and support those members so they feel welcome and promote activities they can get involved in. This can be within the location of the resort.

How to sell timeshare – If your owners wish to sell? If you don’t have a sales team there is various options that can be considered? Thinking resorts need to know how to best utilise their existing resources to promote their timeshare. Also how the timeshare owner can consider there own options if they wish to sell privately. Why not consider a selling company to promote your weeks that has a good track record they do exist.

Resale Companies - You need a win-win scenario with a pro-active Resale Company that can promote weeks from a resort that has a high number of owners wishing to leave without just having a long list on their website! The Resort and Resale Company need to work together this has been discussed on a couple of threads.

In all Industries it is found that it’s not the biggest companies that survive or those who have the most resource. It is the companies that listen to their consumers and is more adaptive to positive change.

Each resort requires a "personalised" solution to an area that is a challenge to them. There is not one size that fits all.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on June 26, 2014, 12:20:46
4) Marketing your club/resort

Start the process of building your membership with new relative members that would enjoy your resort.

Establish what is your Unique Selling Point or create one. Create a link within your website relative to your USP that would be attractive to a niche market. Does your resort have its own golf course or one near by that you could create a working business relationship? Does your resort have trails or walks nearby? Is your resort dog friendly? What about fishing nearby? Perhaps a nature reserve nearby? Maybe bird watchers could be interested. Is there a beach nearby? What about watersports? Are you disable friendly? Do have unusual places of interest nearby perhaps historic interest? Do you cater for families? Are you able to support single travelers? The list goes on…..

What is your U.S.P or what could it be? Find out and enhance this. Reach out to those specific market places and find out what would be attractive to this unique niche. Half the job is done as these potential new members are coming in with a different mind set and have an interest in your resort. Having the ability to exchange as well is just a bonus!

If you have that niche and they enjoy your resort than its less likely that your lose your new members to other timeshare companies that try to lure your members away.

This is very different than salespeople sitting in front of someone who that has to be sold too.

Once you got this right, then you can start designing your membership with members that would really appreciate a resort that catered for their niche.

Dog friendly – advertise with dog friendly magazines and online dog sites. If you have nature trails or walks nearby – advertise with hiker clubs, guess what I would do if you had golf nearby….

I think we get the idea there’s obviously more involved and a process but you could make a start and begin inviting potential new members in that would appreciate your niche. Any queries on this post away or pm me. Were all here to help.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 02, 2014, 17:26:07
5) Selling and Promoting Low Season Weeks.

How many of us really know our members? Real useful knowledge with the correct action is key.

If I was a resort or I wished to sell small packages of points I would survey all my low season owners or those that have a history of holidaying at low season. There are a number of questions to ask including the following.

1) Why they bought at that time of the year.
2) If they access the resort at that time of the year or other resorts low season and ask why.
3) What it is they visit in the local area in low season. Ask questions find out more.

If surveyed intelligently this should reveal to you the types of potential new members that would be more suited to own or use low season weeks.  ;D

When I have established the types of consumers more suited to low season. I would then specifically market for those types of people.

For example there’s a resort that has a number of visitors who visit low season to watch the birds on the estuary as they migrate and other birds do a fuel stop from Russia or Canada. Guess what I would do?

Promote my resort in a twitchier magazine with just a one liner promoting the link within my website with details of this unique feature at my resort. There would be a simple process that would follow to turn perhaps a mild interest into a potential new member.

If you survey correctly there’s a lot of useful information that can be obtained.

If you have a a good emotional connection with your members then why not contact those members that access low season and provide an incentive if they provided successful leads. It’s more than likely they will have friends who will share the same interests. There are a percentage of new owners that will try to own at the same time as there friends.
 
Is there a better Exchange Company better suited to low season timeshare owners? Perhaps this could be used when speaking to new potential low season members.
 
This is just a small sample of strategies that could be used to market your low season time.   :D
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 03, 2014, 12:09:24
6) Debt Collecting Resorts -- Those Resorts that apply this procedure to members who don’t pay their maintenance especially for those that have life style challenges are sabotaging the resorts reputation and reducing their chances of acquiring new members as this becomes known.

They also tar the rest of the Industry with their brush!

Start looking for positive solutions and work towards them and if you cant, get someone in who can!

Its not rocket science if you’re a selling resort prospective new members will meet your existing members around the pool and in the bar and see this discussed on the forums. What would you like them to be saying about your club/resort?

It does not matter what products you are offering new prospective members they are going to be influenced by the resorts feel good factor. How your members feel about their club/resort not what the salesman will say.

The big three are

1) As well as short-term products you should also offer the choice of a long-term contract with exit strategies built in.

2) Be pro-active with your marketing and in part start marketing for suitable new members that would be a good fit for your resort.

3) Go the extra mile as far as customer service is concerned and do the unexpected. Make sure they have a positive experience, as some of this can be supported by the positive attitude they will catch from your staff the gardener to a receptions meet and greet to the sales person. Train your staff to show they care.

Debt Collecting Resorts will have a limited life span with a diminishing membership.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 06, 2014, 12:10:16
Hope is not a strategy if you want to increase your membership.

Selling Resorts should...

Stop disguising update meetings, and welcome meetings and using this as a rouse to sell your membership some more product with a 'new' angle to gain extra business from your member.

Take a step back and remember hope is not a strategy

Start by choosing to take control.

Begin by putting yourself in your members shoes and work out what they really want and need to suit their personal holiday style.

Start by thinking about how to nurture your valuable relationships with your members. Find ways to get yourself in front of your members in ways that adds value to them.

Learn how to have pain-free holiday checks and discussions with your members without a sales promotion.

These should be non selling meetings with a genuine desire to see how members holiday now and if there making full use of your system and any other exchange companies your member can access.

In an ideal world this should be an educated resort representative on a basic not commission! They have a different job spec and that's to ensure existing members are working the system.

A thinking resort will have specific questions to ask to assist the member uncover how to work the system. The representative will have listening skills and not just work from a script!

Tell me and I forget, teach me and I may remember, involve me and I will learn.

If the resort interviews members in different seasons they will uncover why they became members at this time of the year and what they visit and do at this time of the year. This will identify trends and assist marketing in identifying new member types that would be ideal for your resort at different times of the year.

Then specific marketing can take place to attract your ideal member.

Existing members if they appreciate your genuine support will become your ambassadors of your resort if you listen and help them genuinely to better their holidays.

This can only help as members will start to introduce referrals with some simple referral programs. They in turn will help generate a feel good factor around the resort.

Sales will obviously take place even with existing members as they become educated on what is relative to them and their holiday style. Those members that have a need will want to buy! Rather than being sold to.

This may be difficult for some selling resorts to understand and to come away from an old selling strategy of selling for the sake of it. That's a false economy that will have many  reprucussionns  eventually as your members will be warning off those who will be attending your 'update meetings'

Consider holiday health checks for your members with non selling staff. In Financial services we had service meetings with our clients and this regularly proved of benefit to our clients. This produced referred leads and more business.

Its time to consider new marketing and promotional methods. There are many different formats that selling resorts can personalise.

Its time to move on.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: ivyleague on July 17, 2014, 20:22:03
@Charlie1

Quote
Timeshare is a great concept and you will enjoy a lifetime of holiday experiences as long as you own the right product to suit your holiday style and take the time out to do a little homework.

But at McDonalds people who did their homework and they owned the right product to suit there holiday style may find in a short space of time it taken away from them by the decision of others.

To be sold a product that is said to be great that can be used for years and don't worry we'll sell it or rent it if required but now as an owner be told by the same people it can't be rented and it can't be sold and there are massive bad debts so will have to pay us £2000 to relieve yourself. Does seem a bit strange.

Sorry if I've sent the thread off track but in the present circumstances your foot note raised a smile.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 18, 2014, 09:31:01
This post has taken the thread off course, but you said it so nicely I thought I would explain my footnote.  ;D The footnote is a warning to prospective new owners to do their homework prior to ownership. Not enough is done with a little research before purchase. Ideally we should ask for time to take away our contracts and read them in isolation highlighting any areas of contention if this is not satisfied by the salesperson then ask for clarity in writing. If not happy then walk away. Then once an owner if you follow some basic tips and work the system your have some great holidays. It is also there for existing owners to say more can be made of your ownership if we work the system.

Most owners do not know how to work the one or to two Exchange Companies they know about let alone that there’s at least several good Exchange Companies out there. There are a number of threads on this forum that help simplify timeshare use. This information is available in past threads on this website if you do a simple search or ask.

Through knowledge I have saved tens of thousands in holidays by working the system. Just this year so far we have taken a holiday last week using a bonus week that cost £189 including flights for four the total cost was under £580 and that was for a sleep 6 over seeing a Harbor and a Mariner in a quite part of Ibiza. Two months before then we booked for three weeks in a sleep 6 in Florida for £487 and from our balcony we could see the Disney fireworks go off each night in the distance. Including Flights for four it came to just over £2,500. Friends of ours went to Florida and stayed at a private villa through a travel agency in November for two weeks at a cost of £8,500 and they did not have access to all the facilities including free entertainment. Details here of the Florida bonus weeks http://www.timesharetalk.co.uk/index.php/topic,18724.0.html

Anyone in Timeshare regardless of what you own could have booked these bonus weeks. I started this other thread on how you can reduce your timeshare and maintenance costs http://www.timesharetalk.co.uk/index.php/topic,18567.0.html

For time served timeshare owners most did not intend to purchase a timeshare they just ended up on a presentation and bought on the day under pressure to buy with some incentive and did not review their contract in any depth. However we can make this work more effectively for you and your family and friends with a little knowledge.

In the case of MacDonald’s each member must make their own decision after taking on all the facts as this month progresses.

No new policy will suit everyone but I believe that most members will find this proposal more attractive than where they are now as I believe that some of your resorts will not be viable as debts increase and your fees go up accordingly. However you have to ask questions so you can review whats relevant to you.

If I bought a contract that the seller agreed to and the terms and rights for ownership was on my contract and after investigation I found that a proposal was not in my Interest than I would seek legal guidance.

Those that are not happy and the vote does not go their way must either decide to run with the majority or if they feel strongly about this do as suggested.


@Charlie1

Quote
Timeshare is a great concept and you will enjoy a lifetime of holiday experiences as long as you own the right product to suit your holiday style and take the time out to do a little homework.

But at McDonalds people who did their homework and they owned the right product to suit there holiday style may find in a short space of time it taken away from them by the decision of others.

To be sold a product that is said to be great that can be used for years and don't worry we'll sell it or rent it if required but now as an owner be told by the same people it can't be rented and it can't be sold and there are massive bad debts so will have to pay us £2000 to relieve yourself. Does seem a bit strange.

Sorry if I've sent the thread off track but in the present circumstances your foot note raised a smile.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: JohnB57 on July 19, 2014, 16:46:28
This post has taken the thread off course, but you said it so nicely I thought I would explain my footnote.
But it's not really a thread is it? It's more of a personal diatribe, a stream of consciousness that veers into mild condescension when someone says something that doesn't quite accord with your own point of view, as in your comment above and your earlier response to a post I made. That and a regular endorsement for Hapimag.

The point is that the market for the tired timeshare business model is shrinking at light speed and your "footnote" has to be read in the context of that as well as the content of your posts. If the vast majority who got into timeshare had been able to do their research properly, they'd have run very quickly in the opposite direction rather than signing on the dotted line. A significant majority were bullied into timeshare and given no time to do any homework at all and even if you research the pros and cons in forensic detail, the goalposts can still be moved right in front of your eyes - it was with ours.

To paraphrase a well known saying: "You can't polish a timeshare". And sticking a flag in it doesn't make it smell any better.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 19, 2014, 17:25:06
Were all entitled to how we see things and I am here just to help guide and support where I can.

Timeshare did not adapt and change with the times as a lot of Industries did and to a large extent is still caught in a time warp. Thats in selling strategies, products, attitude, after care service, non licensing etc etc

We can either go with the flow and stay as we are or try to do something about this and assist to bring about some much needed changes.

I am not only trying to educate new consumers considering timeshare but existing members making better use of their timeshare what ever they have. Perhaps even bring some education so that the Industry might consider some changes.

I also mentioned If I bought a contract that the seller agreed to and the terms and rights for ownership was on my contract and after investigation I found that a proposal was not in my Interest than I would seek legal guidance.

My cup is half full and thats how I live my life.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on July 22, 2014, 09:23:54
In all Industries it is found that it’s not the largest companies that survive or those who have the most resource. It is the companies that listen to their consumers and is more adaptive to positive change.

A Companies biggest asset is their consumer. That is key to a successful business and that should influence policy and how the business is run.

It is essential that all challenges be viewed from the consumer’s point of view as well as the Companies as the two obviously have to work together. The business has to be profitable and the consumer needs to feel as if they are receiving value. When an opportunity arises to provide a solution this has to be fair and in balance.

Each Company and its consumers have their own challenges.  As such, each business is trusted to find a fair and positive "personalised" solution. All concerned must accept that not one size fits all and we need to take that into consideration and how to deal with this.

Whenever a Company is looking to introduce change it must have the ability to look around corners.

1) If I do this now, how does this impact upon my business and that of our consumers?
2) Project ahead and theorise 12 months down the line. What if we asked the same questions again? Can we adapt or have we set in motion a solution thats difficult to change course.
3) Will this solution impact upon the way that our consumers can benefit from our product?
4) Should we involve other experienced personal from outside of the company to ensure we are not looking at this one dimensionally.
5) Have we sufficient up to date feedback from our consumers to ensure our solution is current.
6) Ask yourself how can we improve upon this?
7) How could our consumers and prospective consumers view our recommendations in 12 months time?
8) Will this be good PR for the company now and in 12 months time.
9) Is our solution fair and if it’s found that the solution is one-sided are we open to change?

This maybe less relevant if the business intends to change its business model in some shape form or another.

The danger is some Companies/Leaders have a closed mind and do not listen with the intent to understand. They listen with the intent to reply
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: Mavo on July 22, 2014, 09:54:41
In all Industries it is found that it’s not the largest companies that survive or those who have the most resource. It is the companies that listen to their consumers and is more adaptive to positive change.

A Companies biggest asset is their consumer. That is key to a successful business and that should influence policy and how the business is run.

It is essential that all challenges be viewed from the consumer’s point of view as well as the Companies as the two obviously have to work together. The business has to be profitable and the consumer needs to feel as if they are receiving value. When an opportunity arises to provide a solution this has to be fair and in balance.

Each Company and its consumers have their own challenges.  As such, each business is trusted to find a fair and positive "personalised" solution. All concerned must accept that not one size fits all and we need to take that into consideration and how to deal with this.

Whenever a Company is looking to introduce change it must have the ability to look around corners.

1) If I do this now, how does this impact upon my business and that of our consumers?
2) Project ahead and theorise 12 months down the line. What if we asked the same questions again? Can we adapt or have we set in motion a solution thats difficult to change course.
3) Will this solution impact upon the way that our consumers can benefit from our product?
4) Should we involve other experienced personal from outside of the company to ensure we are not looking at this one dimensionally.
5) Have we sufficient up to date feedback from our consumers to ensure our solution is current.
6) Ask yourself how can we improve upon this?
7) How could our consumers and prospective consumers view our recommendations in 12 months time?
8) Will this be good PR for the company now and in 12 months time.
9) Is our solution fair and if it’s found that the solution is one-sided are we open to change?

This maybe less relevant if the business intends to change its business model in some shape form or another.

The danger is some Companies/Leaders have a closed mind and do not listen with the intent to understand. They listen with the intent to reply



Just back from a lovely break from the internet and reality.

Personally I can think of a couple of developers who need to avidly take on board what charlie1 has posted above. A bit of forward thinking and a few changes to some ideas would not go amiss and may well avert pending storms in the short months and years ahead. But hey! what do I know? It is just my personal opinion.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: netpots on July 22, 2014, 22:54:03
Having been to one of the Road Shows of MacDonalds owners I agree with Mavo. In my case I do not think MacDonalds have looked outside of their own company. There are two types of timeshare owners ones which always holiday at their 'home resort' and those that use exchange companies. MacDonalds only really want their owners to holiday in their resorts, and I feel this applies to all companies that have their own points system. If MacDonalds had thought it through more AND consulted owners more they would have realised this as the biggest concern to the majority of owners is 'I want my week in my apartment at my resort'. The fact that MacDonalds have not even consulted with RCI bears this out.
Yes we need exit strategies but lets be realistic 4 x maintenance fees how is that going to encourage new owners?????
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on August 01, 2014, 06:05:16
You Get What You Measure and Reward

At Amazon.com, Jeff Bezos is famous for leaving an empty chair at the conference table. This leaves those attendees know it’s occupied by the “the most important person in the room”—the customer. He backs up that symbolism with an array of services and support of which around 80 percent relate to what customers care about. 

Most Timeshare Companies I believe have forgotten that their members are their most important asset. Some have no real idea of what's important to their members/guests and what would make the difference as their out of touch and no longer have the pulse of their membership.

Make sure that you have a measurement of where your member is with regular proactive thinking surveys and interaction.

Do you have a suggestion box/email that allows your employees and members to interact with you. The chairman of Sainsbury's looked at these personally every couple of weeks and some of the best ideas came from the shop floor!

Reward and encourage employees to listen, think, empower, create, delight and surprise by going the extra mile. Your front line staff from the person on your phones to the maintenance that interact with your members daily as they go about their work to the receptionist who gives that warm friendly greeting and sales sales staff that should be trained to the highest standards to take every advantage to create a service and an experience of your brand. These habits will leave your members and guests addicted and they will want to come back for more.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on September 02, 2014, 12:07:05
Timeshare marketing departments!

Over the years I have been looking at the poor Marketing tactics by a worrying percentage of Timeshare Companies, using the likes of Groupon and discounted booking companies. (Nothing wrong with these companies but not in timeshare)

Now I know that some small Timeshare Companies don't have marketing personal and the marketing ends up at the door of the resort manager whose main objective is help fill the resort. They look at some money coming in is better than none, with the hope that they may also spend on the resort.

However the Marketing personal in some companies need to be reviewed or send them on courses as you need real marketers with a strategy.
Resorts using the likes of Groupon and discount booking companies is that your marketing company at its best??

How is that called marketing? That's
Survival thinking! Short term gain! Now where is that heading?

The damage this does to the timeshare Industry is self sabotaging!

1) This devalues your timeshare resort. Why would anyone consider buying a timeshare??

2) Disillusions their club members when in a lot of cases these guests are paying a lot less than what members are paying for maintenance.

3) What about your owners trying to sell? How is that helping them?

4) If you have salespeople is this helping them? Is this motivational for them.

5) A lot of these people are not even sitting on presentations.

6) Also most of these people coming in for a small cost are just not the right market for timeshare.

On Monday at a resort that shall be nameless I came back from a meeting to find my wife around the pool with my two young children where 4 young men had just sat behind them cursing and being fairly graphic about their exploits with the opposite sex last night. I told them to move on, then I looked around the pool area and saw other groups like this. They came via a discounted online travel company.

I could see some other groups around the pool and could see some distressed owners and felt sorry for them having paid probably good money to be a part of this 'exclusive' club.

Marketing departments need to get a number of strategies together, this has been mentioned many times just one example below.

Get a strategy together by first establishing your ideal member that would be suited to your resort. Not just anyone with a pulse!  :o

What's unique about your resort or could be? What type of people would ideally suit your resort. One of your jobs could be to identify how to contact these potential new members. We have been through this before for example if your a golfing resort or have access to local golf clubs at discounted rates. Then market  golfers and put a package together.

Advertise a one liner in a golfing publication for example with a link to a web page that has been specifically designed to provide them more details and images of the golf course and your resort

Put together on your link how you can benefit from free golf or whatever incentive you care to mention. Request here providing us your name and best email address for more information etc.

This should be a simple process and this is just part if it.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: Happy Days are here again on September 02, 2014, 16:21:22
Hello Charlie

Surely the nub of the problem features around supply and demand needs of the resorts finances when they are available via 'discounted online travel companies'.

They would argue that without rentals maintenance fees would spiral to an unacceptable level that would eventually push the resort out of business.

It seems a bit of a catch 22 to me as I am one of the owners that only ever does exchanges and my maintenance fees are relatively low due to my resorts rental revenue.

I own a week at the 'resort that shall be nameless' (you mentioned where you were staying on another thread ).
This week I am in 2 bed unit at the Hyatt Beach resort in Key West Florida.This week was a exchange my home resort via Interval International. In addition to this in order to encourage me to bank my week I was granted a accommodation certificate by Interval which has enabled me to go to another of their premier resorts next week at Daytona Beach.
Again I am in a 2 bed beachfront unit and the cost of redeeming my accommodation certificate was around £200.

So to my mind I feel due my resort doing rentals it has put myself in a win/win situation although I do feel for the owners that like to return to their own resorts and then have to put up with yobbish behaviour due to these cheap rentals.

All of this prompted me to go on to the leading discounted online travel companies website and compare prices.
For a week in a 2 bed next week at the Hyatt Beach House is £1621.
For the same week again in a 2 bed at Dona Lola, Calahonda £758.
For the resort you are at Charlie and my home resort a 2 bed for the same week comes out at £276.






Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on September 03, 2014, 12:17:02
Hi Happy Days What you say is right they need to maintain their revenue but some resorts are just taking the easy option. I spoke to a family of 4 staying at this resort for 4 nights in a sleep 6 through Lastminute.com for £153

What the resorts need to do is to work towards different marketing strategies, one of them is niche marketing. They have to establish what's unique about their resort or create some thing that would appeal to specific groups. I have covered this on other threads. They would also make ideal members.

Its almost as if some resorts need a fresh pair of eyes and they need a specialist company doing a simple revue of their marketing, how they promote themselves and how they are seen by their own members.

I would have regular surveys with my members to ask thinking questions that would tell me whether we are truly providing them with a holiday experience. I could then perhaps make some simple changes and work towards the big challenges. Most resorts are clueless and don't have the pulse of their membership.

I would also have a simple survey with staff. All surveys would carry some incentive. Like I mentioned the chairman of Sainsburys had an email suggestion 'box' and reviewed the thought provoking suggestions with his board on a regular basis. They made some significant changes over time as a result of this.

I would contact established marketing companies if I did not have the personal in marketing and on selection I would pay them on a results basis a percentage. A marketing company should be happy to accept this as they would see the potential of this in a Industry that in some areas with some resorts seems rudderless.

At the moment this short term promotion with the discounted travel companies has consequences and provides no real solution. Unless of course they are achieving high rentals. Even then they should be exploring other avenues.
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: redcar50 on September 03, 2014, 14:15:56
This is a conundrum. I have experienced both sides of this debate. On an II getaway in Lanzarote the resort was overrun with people on cheap package holidays. This was not the late booking companies but large well known package holiday companies. One night at about 3 am there was furniture being thrown about above us and shouting and screaming. Clearly a "domestic" getting out of hand. I was gobsmacked when the perpetrator actually came and apologised the next morning and explained it was their  last night and he had too much too drink. We did have a good week there but have not been back.

On the other hand we have used the low cost options if we cannot get the exchange or bonus weeks we want. We have booked March weeks at Sunset Bay Tenerife for less than the cost of the maintenance fee, so there is  no incentive to buy there ( I was offered that week for free when there but declined it). This clearly kills the resale market. I have 5 weeks myself, at other resorts, and will therefore pay the price if/when I come to sell.

I am off the Leila Playa on the 20th. I tried to book an additional few days, or alternatively book a full week as an add on but there was no cheap deals available. The resort and the internet sites  I have booked with before were all  asking for way above the maintenance fees for a week. MacDonnalds should be commended for not dumping cheap weeks on the market !

I suppose you win some, you loose some. This time I lost out. Overall I would be happy to pay more if all resorts stopped dumping cheap weeks on the market and adopted a sensible marketing strategy instead.  The problem is , who will stop RCI doing this ? There seems to be one company specialising in renting out RCI surplus weeks, sometimes very cheap.  When the paperwork came through it even had the RCI logo on it.



Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: Happy Days are here again on September 03, 2014, 15:08:38
I agree with all that Charlie says unfortunately though their is nothing unique about many of the resorts today.

In general many of them are now old and tired and even though they may have had regular refurbishment programmes they still show their age
Like the property market particularly on the Costas has suffered so have many of the timeshares.
Also like the property market the main demand for timeshare holidays comes from front line resorts (either beach or adjoining a golf fairway.

 Yes there are still opportunities for the smaller resort to try and compete but like the small grocer trying to compete against Sainsburys they have to find their own niche otherwise it is a uphill battle against the big boys.
The same way we have a big five in grocery it is the major players in timeshare that continue to lead the way.
Even the major players (Marriotts, Westin, Hyatts etc ) have to do rentals but they can ask and get premium prices mainly due to their quality and their locations.

Diamond resorts are certainly making a good fist of it and they are not all front line resorts, that said though they  like the others I mentioned are American owned and are one of the major players.

Certainly in the USA where timeshare began they have like Europe had their share of problems but it is the strongest ones and the ones that may well have taken the measures that Charlie advocates that have survived.

To repeat what I said in my last post I feel really sorry for the owners that like to return to their own resorts only to find they could have done a rental for less than the maintenance fees they paid.
Possibly one of the  hopes for the smaller resort owner is that the resort gets swallowed up by one of the big boys the same way the grocery revolution has evolved over the last 40 years.

On the other hand (many grocery comparisons being done here ) there is still a lot of hope hope for the small resort albeit possibly by consolidation to make inroads on the big boys has as been showed by the likes of Aldi and liddles.

Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on September 03, 2014, 16:13:36
I think it goes back to my first post on this thread that I mentioned that  "I believe within the next 10 years there will be a very clear diversion within timeshare. There will be the big players who have their own portfolio of resorts focusing on providing a hospitality service and offering various holiday experiences. There will also be Independent resorts that will survive the big fall out that will be in prime locations and those thinking Individual resorts that will establish a niche and have marketed intelligently to attract members ideally suited to their resort"

There are a lot of resorts that will end up bankrupted, merged or bought out for peanuts. Some resorts may have to much baggage from past problems to do anything for the moment but to just survive. Others as pointed out by Happy Days are just to dated and need a major refurbishment that's just not affordable. Those that are in poor locations will end up having the toughest job.

There is very little that can be done for those resorts and they will just try to hang on and survive by any means possible as long as they can.

I'm guessing of course but I feel that within a decade we will see a  considerable down size in the number of timeshares in most parts of the world.

The shame of the matter is that there are resorts in this mix that could do something about it they are in good locations and some could create a niche for themselves and create a market and attract new owners.

However most are poorly managed sometimes by well meaning volunteers and there is either not the will or the experience there to take the right steps towards creating a successful attractive resort.

There is a need for an organization to step in and work with them to move them forward. As such one does not exist in my opinion that can address these issues at the moment as there all personal to each resort and as such they require individual solutions.                                           
Title: Re: Is this your resort/club! How to turn it around RDO&TATOC have a support service
Post by: charlie1 on October 19, 2014, 21:12:15
I think that there is an ideal opportunity for Timeshare Companies to question where they are now and where they could be with some positive input, but they have to have the will and the right leadership as mentioned on Post 4. The right leadership does not just relate to Timeshare Resorts.

I think though that Timeshare resorts could get an edge on their competitors if they actively work towards the following as highlighted below.

Real Marketing this has been covered on many threads and within this post at a basic level. I had a meeting very recently at a resort in the UK and their marketing consisted of a leaflet promoting the ‘opportunity’ to purchase 5 years of holiday time with no maintenances at their resort. This capital sum varied according to season and size of apartment. This was effectively the maintenance rolled up but a freeze on maintenance increases.

Your never guess no real results!

Timeshare marketers are basically lazy as mentioned before just selling to existing members and guests with jazzed up products. Upgrade to this and you get a shiny widget that will bring more value to your holidays. If you want to grow your membership start earning your pay packet and go market to non owners in specific markets that would ideally suit your product and resort. 

Non-Selling resorts need to approach a Resale Companies if they do not have a selling team or one that they could comfortably approach. The Resale Company would need to approach this very differently with the resort and not just list the resorts weeks on a website with some ineffective marketing! Those resorts that have high percentages of owners wishing to leave should provide the Resale Company with floor plans and a photo of the view from each apartment. Testimonials from the resort obtained from its members would assist this promotion. What is important is to discover a niche that represents that resort that allows you to market in that niche and seek new members ideally suited to that resort and product. Ideally you would need to create a website to represent each individual resort so that the Resale Company can work with this to promote to consumers. This is only basic and has been covered before.

If you have salespeople get ahead of the game and license them
yourselves with genuine exams and put a real program together to educate them not just how to sale with your product. Create your own fact finds and look towards creating a policy that ensures that best advice is followed through. Become a leader in this don’t wait for a pilot to conclude become a part of the solution. The Industry in time has to have  an Independent body that vigilantes licensing and has a process in place to govern this so lets start moving towards this forward.

Products; Do you believe in your product?
If not change them and give a real choice with 5-10 year products. A long-term product with say 5-year exit options and when they reach the age of 70 this is reduced to 2 years. Members should only have to give 12 months notice.

The long-term product would be better for the resort and the younger generation. Most wont exercise the 5 year exit to my experience in Financial Services but it gives them piece of mind to know its there.

Why not seriously consider switching your existing dated products to provide this exit option say every 5 years for a small nominal admin fee??


Service don’t think of different ways that you can satisfy or please your members think of different ways that you can amaze them!! This needs to start from the maintenance staff upwards as they will have contact with your consumers.

Why are you different, whats your story? This needs to be learned, believed and told from the cleaning staff up wards. Your timeshare resort needs to have a genuine short story to tell members and guests that they can identify with. What are you all about and how are you different, this needs to resonate through all employees and sales staff.

If you consider these options and the other suggestions on other threads you will be seen as one of the leaders in this Industry. If you have the will, if you have the leadership, do you?
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on November 11, 2014, 01:11:42
Commercial Complacency

Starts when Timeshare Companies don’t keep it fresh and alive. The timeshare company must be organic and evolve.

There needs to be a mission statement that is believable simple and repeatable that resonates with your membership. This should represent your story as a company and answers the question why you.

Each department must be taught good connection skills to ensure that the consumer has a positive experience at every level.

Everyone from the maintenance staff that will have direct contact with consumers must be taught good connection skills and there should be a process for all staff at all levels to be able to feedback positive and negative comments.

The consumer needs to feel that they are the most important person on your resort.

Staff with direct contact with consumers need to know that there their most important task is their next consumer contact.


Where does your company stand and how would your members measure your service.
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on November 20, 2014, 17:07:46

If your resort had new members joining how would that benefit your resort?


Silly question but would it not change everything having more members joining. So lets consider what needs to be in place first.

Part One

1) Know your existing membership first with email surveys and letter surveys for those that don’t use computers.
2) Design simple and effective questions that will help assist in identifying what appeals to your members in different seasons and lets establish your strengths and weaknesses. Insure you offer up some incentives to get feedback or a draw of sorts. Follow up with a quiz on how to work their timeshare so you can assess whether members understand how to maximise their timeshare.
3) From this you can establish what appeals to members at different seasons of the year and this will give you invaluable information that will assist your marketing. What are your resorts weaknesses and strengths? What is your resort’s USP?
4) Build a connection with your members let them know that as a result of this survey you are going to make some changes starting with xyz. Let them know who won the draw if you had one.
5) Once you feel comfortable that you have a good relationship with your members create a private log in facility on your website for members only. This to begin with will enable you to provide updates and education to assist your members make better use of their timeshare starting with FAQ and an info email facility that members can email direct on. Once you have this right then perhaps introduce a forum.
6) Update your website with fresh eyes. Ensure that all apartments are listed with floor plans and a view from each apartment. There should be video testimonials from members and some basic but good information. Have a link on there that focuses on your USP if it’s a dog resort than have a link all on this. Share positive holiday stories and have some relative great images. What’s available and popular during the different seasons?
7) Is your product right and what changes need to be considered to make this attractive? If you need an exit strategy review what has to happen in order that you can introduce this in the future.
8 You have to work on ensuring that you do all that you can to have happy owners. If theres a general feedback on something that concerns them then has to addressed by either putting this right or explaining the reasons for this challenge and how you will be working on this. Remember prospective new owners and exchange guests will share time with your existing owners at the bar, pool and restaurant. Lets ensure that our members are our ambassadors.
9) Staff are trained how to provide an excellent service from the cleaners right up to management. That starts with a smile as we recognise that our most important task of the day is our next customer. There will always be problems its how you deal with them that will dictate how the consumer feels about your resort. We have had problems at some resorts and some more than others seemed go out of their way to make this right. This made all the difference! Those that just did not respond or eventually left a bad taste. Ensure that you have a good connection with all staff and relay to them your resorts objectives and how they can support this.
10) Appreciate that your most important asset is your members, guests and staff.

This is just part of a brief flavour that has to be considered before a resort can even consider marketing and then selling to new members.
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on December 18, 2014, 15:00:23
The next step to promote your company above everyone else is to consider what Industry problems are you able to solve?

Part 2

1) What solutions do you have or could have that relate directly to the problems the Industry has that you have identified.

2) Put together the list of these problems that you can solve and then see how your solutions can be personalized to suit your ideal membership as your building for the future. Create an edge so you are better than anyone else. If you tackle an Industry concern and show that your Timeshare Company has the solution, than be prepared for new members as word of mouth and the Internet will ensure that you are found.

3) This list should be short but if you don’t have a fair exit program this should be at the top of your list. Getting this right is the start to creating the opportunity to introduce new members.

I will expand a little later on a more appropriate thread on (RDO, TATOC, TCA, KWIKCHEX and Influencing Timeshare Companies) why in my opinion a multiple of annual fees as a means to exit a timeshare product or a set fee to exit may not be considered as an Exit strategy by the EU.

4) Where you need to be first is where the competition is not! Let them stay caught in a time warp but why not show yourself as a leader and a Timeshare Company that listens and acts.

5) LEADERSHIP! There are a number of changes that can be worked on in Part 1 and 2 with a little knowledge. It’s the leadership of a Timeshare Company that makes the difference and how it responds rather than a knee jerk reaction from some challenge or chasing a quick buck at the expense of your members.  If you’re here for the long term than you need a real planning strategy with an end goal.

6) Work out the business effects or consequences of you not identifying your problems. How will these problems affect the bottom line if they are given free rein? Could your Timeshare business end up as causality just like hundreds of resorts that have ceased trading, merged or been bought up for peanuts in the last couple of years.

Perhaps its time to see how you can turn this to your advantage and do first what most other resorts don’t offer or do. We will soon be past the point of talking and thinking about it.

Where will you be in 2 years? Perhaps a causality hemorrhaging or could you be recognized as a Timeshare Company that listens to their members and interacts with them. Only then can you work towards win win solutions and that would provide real value and service to your member.

Have you effectively communicated with your members lately and what did that tell you?
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on March 24, 2015, 00:14:06
How are you making decisions regarding the future of your Timeshare Company?

if your decisions are based on old data or just from a companies assumptions and mainly to a companies personal benefit, then its very likely that your recommendations will be flawed and will prove to be a false economy regardless of how good this looks on paper!

This is just a sample of areas that feedback will assist you to plan for your company’s future. That’s member’s ages; ideal if you know how many members holiday as a family, the number of single members, and the countries your members live in. Members that rarely holiday exchange their time and use your resort (those members that regularly use your resort are invaluable as they are your ambassadors around the pool and in your restaurants look after them and get your program right because they are your unpaid salespeople.)  How many members have requested to exit what are their reasons? Get numbers and percentages this will be invaluable.

Ensure you can identify your member’s information within a simple format. A simple software program will enable you to store this, for example to download a list of members that access your resort(s) on a regular basis. The more you know about your membership the better the service you can provide and it will ensure that future policies are shaped partly based on your memberships needs, wants and fears. Ensure that your information is relative and kept up todate so you can be pro-active.

Some Timeshare Companies I believe have forgotten that their members are their most important assets. Some have no real idea of what's important to their members/guests and what would make the difference as their out of touch and no longer have the pulse of their membership.

Make sure that you have a measurement of where your member is with regular proactive thinking surveys and interaction.

Do you have a suggestion box/email that allows your employees and members to interact with you? The chairman of Sainsbury's looked at these personally every couple of weeks and some of the best ideas came from the shop floor!

Reward and encourage employees to listen, think, empower, create, delight and surprise by going the extra mile. Your front line staff from the person on your phones to the maintenance that interact with your members daily as they go about their work to the receptionist who gives that warm friendly greeting and sales staff that should be trained to the highest standards to take every advantage to create a service and an experience of your brand. These habits will leave your members and guests addicted and they will want to come back for more.
Title: Re: Is this your resort/club! How to turn it around.
Post by: seager64 on March 25, 2015, 01:55:05
Hello
Why would my resort company want to turn it around it works just fine for them. They rent out any spare weeks on tripadvisor from non payment of fees and chase delinquent owners with letters and debt collectors for fees win win for them. They even gave up membership of RDO so no rules apply accept Portuguese law. So who wants in not many by the amount of weeks on offer.
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What I would suggest is this site combines with other sites to show a united front and voice to legislators in EU to bring about change. How can TATOC claim to represent so many owners and get a voice. You read of the TCA but why doesn't TIMESHARETALK get mentioned this site is dumb considering how many hits it receives.  This site has plenty of people who have the knowledge to lead something like this even if we pay for them to represent   timeshare owners TATOC is funded by the industry why shouldn't we fund our side of the fence. I will stop now this is just me venting off steam but I firmly believe in the old Yorkshire saying you get out for nowt.     
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on March 25, 2015, 12:23:31
Hello
Why would my resort company want to turn it around it works just fine for them. They rent out any spare weeks on tripadvisor from non payment of fees and chase delinquent owners with letters and debt collectors for fees win win for them. They even gave up membership of RDO so no rules apply accept Portuguese law. So who wants in not many by the amount of weeks on offer.
.
What I would suggest is this site combines with other sites to show a united front and voice to legislators in EU to bring about change. How can TATOC claim to represent so many owners and get a voice. You read of the TCA but why doesn't TIMESHARETALK get mentioned this site is dumb considering how many hits it receives.  This site has plenty of people who have the knowledge to lead something like this even if we pay for them to represent   timeshare owners TATOC is funded by the industry why shouldn't we fund our side of the fence. I will stop now this is just me venting off steam but I firmly believe in the old Yorkshire saying you get out for nowt.     


Hi Seager64

I understand your frustration you are not alone. Your resort is on a slippery slope as it will not be able to maintain this stance as other timeshare companies like them be forced to change. Regardless of their stance now, mature members will eventually leave as the timeshare companies come across more members that ignore the threats of maintenance demands or legitimate rules eventually find their way bringing common sense to those timeshare companies that have ignored lifestyle changes making their timeshare company unattractive.

They will either be forced to close, as maintenances eventually will reduce, merge or bought out for peanuts.

Regarding TATOC from my experience most timeshare owners I have spoken to are unaware that through their club/resort that they are members of TATOC as fees are collected via their committees.

Timesharetalk creates a medium for the consumer to seek guidance or place a warning. This website is watched by the Industry and therefore does have an influence. Threads that are well supported have influenced timeshare owners searching Google posting a concern and found Timesharetalk.

Timesharetalk is soon to go through a change and if you have any questions why not private message bossman direct who is the owner of this website.

I assure you that others have made representation to the EU with suggestions and their concerns. Timeshare Weekly has submitted two long reports to the EU Commission. This will soon be followed up by a third and there will be some TV coverage on this in the future (please keep that to yourself) This will be followed by a series of UTube clips.

It is difficult to galvanize timeshare owners so we can have a collective voice. This will gradually gather pace. It also must be remembered that a very high percentage of timeshare owners are happy with their timeshare. The exception to this will of course be members that feel that their Timeshare Company has moved the goal posts or for those that have reached a stage in life are concerned that their timeshare company has not addressed Exiting fairly. We are a long way off to any sensible solution being proposed by the EU Commission due to the Supreme Spanish Court ruling. We need to see how this rolls out and the EU will have an interest in this as well before I believe that they will put forward their review.

The Industry of course RDO and TATOC would have been consulted and the EU will consider whatever these proposals are but I would assume if the EU do not feel that they have gone far enough and have just put a temporary measure in place then they may well legislate something that will have have a more lasting ongoing solution.

In the meantime as individuals we should be putting forward are views and suggestions to the EU Commision and we should encourage fellow timeshare owners to do the same. Ideally we should be suggesting workable solutions. There has been a few recommended on Timesharetalk.

E-mail: Jacqueline.minor at ec.europa.eu
European Commission Representation in the UK
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on October 05, 2015, 16:04:02
Service!!

I have just got off the phone to a dear old lady of 84 years of age and I thought that this thread may be worth resurrecting as it had a number of areas that could benefit resorts. i can only assume that this resort had not read on this thread the importance of service and that the consumer is the most important person that makes all this work. Treat them unfairly they will tell others about it. In this case so far it is at least me.

This lady has been widowed for 4 years and is living on a widows pension. This could be anyones mum! She owns 3 weeks and had an arrangement with the committee that she would pay regular amounts as this helps with cash flow. Today she is told that the new management want all the money paid up front thats nearly £1,500. She had a little holiday planned with her friends and now this is threatened because they want all the money up front before she takes her holiday.

This lady has been a member for over 25 years and paid out a capital sum to own and likely around 25k in maintenance fees. The lady was upset so she phoned me as she said the administrator was very clinical and she felt a little disrespected where she had an arrangement that they no longer would honour.

For a few years now she has left it to the resort to sell her weeks or rent them. She is told that they have no enquires and this year was unable to rent our her apartments. Even though two weeks are good weeks and one week is a penthouse. I wonder why that was are they just waiting for someone to phone them from their website?

Customer service is what can make all the difference. I have been at a couple of resorts where I was unhappy with an aspect of my apartment. The receptionist was very professional and the issues were dealt with.

Those employees that have direct contact with consumers from the maintenance lady upwards need to understand that there priority is the next time that they come in contact with a consumer. A friendly supportive receptionist with a smile down the phone is half way there to getting a positive result. This sets the scene for my holiday, as first impressions do count.

What ever is the problem there is always a working solution that can be agreed. Now we have an 84 year old lady that is now not going to be taking her friends away on holiday. Now we have a resort that has a determined lady that wants to sell her weeks.

Sadly that resort has over 500 weeks for sale and last year their only solution was to try to sell 5 year short term holiday memberships. The cost was just the maintenance rolled up. I was told there were no new owners that joined as a result of their 5 year plan that was poorly marketed.

Timeshare companies need to review some of the posts from the posters on Timeshare Talk as they seem to have some good suggestions that could work for them rather than waiting for something to happen.

Start with a friendly point of contact service because that does not have to cost anything but it could determine how I feel about your company.
Title: Re: Is this your resort/club! How to turn it around.
Post by: Keith Hurst on October 05, 2015, 20:35:22
 I await part 2 paragraph 3 with baited breath  8)
Title: Re: Is this your resort/club! How to turn it around.
Post by: Keith Hurst on October 06, 2015, 09:22:42
 One of the repeating threads regarding the industrys short comings not to mention the out and out scams is that (don't hold your breath) the EU will bring in a fair system. Discounting the resistance from the industry  what happens if the UK votes to leave the EU?
Title: Re: Is this your resort/club! How to turn it around.
Post by: pathfinder on October 06, 2015, 09:40:54
One of the repeating threads regarding the industrys short comings not to mention the out and out scams is that (don't hold your breath) the EU will bring in a fair system. Discounting the resistance from the industry  what happens if the UK votes to leave the EU?

Being probably one of the easiest questions to answer we have ever had on these boards.
 The answer is   
   The reps would probably use it as a scare tactic to upgrade the more gullible and the Scam Companies now posing as Paralegals would find a way of making capital gain out of it.
Title: Re: Is this your resort/club! How to turn it around.
Post by: Keith Hurst on October 06, 2015, 12:24:15
 That was of course my point the answerwas  plain to see by a blind man, but it puts us back to square one
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on October 06, 2015, 14:41:09
That was of course my point the answerwas  plain to see by a blind man, but it puts us back to square one

The pressure is building and we are not at square one. The Internet will bring about changes as we are educating consumers and those that could influence change. We are not just using this forum as a medium to change the perception of what needs to be done.

So what is really holding back this Industry beyond education in one word LEADERSHIP! This is the real problem with timeshare, as it appears as if it is a rudderless ship when it comes to exiting.

Leadership is where it stops and starts. I believe it is outside of most Leaders comfort zone to deal with exiting. They don’t know how to take the right steps to turn this around or perhaps they believe they don't have the resource to make this work for them. There are other 'Leaders' that have such an ego that they could not get through the door to even discuss exiting because its not really a problem for them. Those companies don't talk to their members but rather at them.

If exiting challenges continue to bottle neck with a committee/management or with the CEO because they don’t/can’t tackle the core challenge facing their business then their timeshare business can only depreciate, as their club members will vote with their feet. They only have to compare their membership levels 5 years ago up to today.

One less threat now to the Timeshare Companies is the Resale Companies that were once their unsaid foe. They are no longer the threat that they used to be to developer sales. That’s because the Resale Companies can’t sell either beyond some brand names and a few prime weeks.

Effectively neither the developer nor the Resale Company is achieving any real sales.

They both share common factors that stop sells.

1) Exit options - most timeshare companies have existing contracts that restrict sales by locking members in and this is what is creating poor publicity. Who would want to buy into a contract like that in this day and age?

2) Marketing - Most don’t know how to market timeshare products.

3) They both have a market place that they either have locked in the consumer or the consumer feels that the have nowhere else to go.

Timeshare Companies have locked in their members, as they have no other real other fixed income coming in.

Resale Companies have a desperate market where consumers see nowhere else to go!

Both the Timeshare Companies and Resale Companies have not had ANY real need to change from a business point of view. They still have money coming in from either Maintenance fees or the Resale Company charges some fee under another banner.

The pressure is building and those that don’t change their ways will either be forced to follow when a Timeshare Company/Resale Company breaks away from the pack and establishes what the consumers problems are and creates real transparent solutions with value than the rest have to follow.

The other grim scenario could be for some if legislation forces them to comply with something that just wont fit their business model. This is still on the cards!

Those Timeshare Company leaders with any initiative and leadership left on their sinking ship ‘My Timeshare Company’ should put on a ski mask, lower themselves from the ceiling on a wire like Tom Cruise in Mission Impossible to steal some of the posts on this forum.

There are some good posts on this forum that would enable them to at least work towards personalized solutions.

Title: Re: Is this your resort/club! How to turn it around.
Post by: Keith Hurst on October 06, 2015, 16:48:22
 My comment on back to square one was relating to  the position in the industry at the time of a UK withdrawal as our government do not appear to have any interest in the problem at all

 if it was read in a different context I regret it
Title: Re: Is this your resort/club! How to turn it around.
Post by: charlie1 on October 06, 2015, 17:44:05
My comment on back to square one was relating to  the position in the industry at the time of a UK withdrawal as our government do not appear to have any interest in the problem at all

 if it was read in a different context I regret it
No Problems Keith I was going to post anyway  :)