Converting enquiries into bookings

Access all areas. Be easy to reach - check your emails regularly, answer your phone whenever possible and always respond to answerphone messages. If you're going away ask someone to deal with your enquiries for you. Check your junk mail regularly in case any enquiries have ended up there by mistake.

Quick off the mark. Respond to enquiries as soon as possible - holidaymakers may enquire about several properties at once, so don't miss out. Think about using a couple of phone numbers on your advert, including a mobile so people can get hold of you when you're not at home or work.

Be alert. If you advertise with Holiday Lettings and use a mobile phone, then register for our free SMS alert that lets you know whenever you have an enquiry.

Get dialling. If a potential guest leaves a phone number then call them back rather than email. Speaking to them directly will answer their questions straight away and you may be able to convert it into a booking before anyone else has even replied via email.

Manners matter. Even if you can't accommodate a booking, always be polite and helpful. Making a good impression makes it more likely they'll think of you in the future or if their plans change.

Develop an attitude. Enthusiasm is contagious, so let people know all about your unique selling points and why the property and area would be perfect for them. Be as helpful as you can and follow up enquiries if you don't get a response first time round.

Think outside the box. Be flexible with requests - don't rule out enquiries straight away. For example, if a family with a baby wants to visit but you don't have a cot, then see if you can get hold of one. If someone enquires about dates that are already booked, you might like to offer them alternative dates and give a small discount.

Get the full picture. Don't be afraid to ask your guests questions - how old they are if they seem fairly young, how old the children they want to bring are, whether they'll want to have guests etc. There may be some bookings you don't want to take, such as stag and hen weekends; you're never obliged to take a booking, so politely decline in such cases.

Order rules. If you're dealing with lots of enquiries, then make sure you're organised. Set up email signatures with the basic information and then personalise them with specific details. It's also a good idea to filter your enquiries to a separate folder in your email inbox and keep a ring binder with all contracts and correspondence to do with your holiday home.

Pass it on. Some holidaymakers may want reassurance that you're a genuine property owner, so get in touch with previous guests and ask if they would be happy to chat to potential visitors.