Core Objections

• automation isn’t valuable enough
  • need something to speak to the value of apples to oranges (concepts below)
  • when managers estimate labor hours, they often come up with less than what we are telling them. How do we make ourselves the experts here?
  • Managers don’t understand all the pieces we have working in the background for them - we are santa’s little elves.
• don’t want to re-invent the wheel: objection “we’ve been doing it ourselves, its working fine - why would we change it?”
  • increased competition between managers, how do you set yourself apart with guests? Are you just another ‘great airbnb’ or do people know who you are?
  • What % of your bookings are direct?
    • Provide data points around this.
  • What % of your bookings are repeat guests?
    • Provide data points around this.
  • what are essentials - and how you can provide them where it matter?
    • communicate that we specifically provide these for airbnb + marriott bonvoy bookings
    • tailored hospitality to support that ‘unreasonable hospitality’
• cleaners are providing - it’s already in cleaning costs - fear that cleaners won’t want to reduce rates or work with them if they pull this
  • how consistent are cleaners amenities?
  • are they working with different cleaners? if guests rebook, is their experience consistent?
  • product quality?
  • are they custom branded? if not, big loss.
    • how big?
  • are they providing nicer items in higher end homes
  • cleaners are providing - it’s already in cleaning costs
• Timing: too much product on hand, challenges with business (natural disaster, finances, instability of economy)

Key Pain Points to Dig Into:

• Inventory Control - managers don’t know where their products actually adding up
  • Client accounted they were called by another manager, saying their branded products were found in the other manager’s listing - use same cleaners
  • Vacasa Tahoe: had locks and cameras on storage room, because cleaners were taking Vacasa products to use for their personal cleaning businesses
• Financials - as much as they’d like to think they do, managers don’t know how much they are really spending on amenities.
• Quality and Consistency of non-sojo products
• Brand Recognition
  • who are you to your guests?
• Are you appealing to the kind of guests that you want?
  • If you provide someone with Dollar Tree level essentials - you’ll get dollar tree level guests.

Things people don’t know about sojo, that they should:

• We have amazing customer service
  • what are our customer service satisfaction scores?
• We can tailor essentials:
  • to reservation type
    • owner, vip, standard
    • family, pet, couple
  • to seasons
    • holiday offerings
    • different offerings by season
  • to reservation length (snow bird vs short term)
  • lux vs. standard vs. budget
• We offer refill
• We ship to multiple locations or single locations (NOT to every property)
• We provide backup stock for last minute bookings
• We can procure products on request
• We only charge as we ship by reservation (no funds tied up in bulk orders)
• We can fully and completely custom brand kits, so each brand looks unique