In this episode of The Vacation Rental Show: How We Grow, host Lynell Gordon is joined by StreamFam member Stacy Wesson, General Manager at Cascara Vacation Rentals. Together they discuss maintaining a family-run business, the importance of personalized service, and strategies for managing growth without sacrificing quality.
Stacy Wesson is General Manager at Cascara Vacation Rentals, a family-owned and family-run vacation home management company located in Sunriver, Oregon.
Staying Grounded: The Power of Local Presence in Property Management
Small companies have an invaluable advantage: a strong local presence. Stacy emphasizes the importance of having “boots on the ground.” Unlike larger conglomerates that operate from a distance, smaller firms can cultivate genuine relationships with their clients and community.
Stacy advocates for transparency about what smaller companies can offer. While they may not boast cutting-edge technology or expansive resources, they provide personalized service and accessibility. Stacy says that it’s all about a philosophy of “when something goes wrong, you know where to find me.” She highlights the comfort clients feel in knowing they will interact with real people who understand their needs. This hands-on approach not only fosters trust but also positions smaller firms as agile and responsive—a crucial factor in an industry where client expectations are high.
The takeaway? Embrace your unique selling points. By leaning into your strengths as a local, smaller company, you can build lasting relationships that contribute to long-term success.
Intentional Growth: Finding the Sweet Spot in Property Management
For property management companies, growth can be a double-edged sword. Stacy shares her philosophy on maintaining a manageable size—aim for around 100 to 150 properties. This intentional approach is driven by the desire to provide quality service without overextending staff or compromising the customer experience.
Stacy acknowledges the challenges of scaling operations, particularly in a market where staffing is already a concern. “I don’t want to grow just to grow,” she explains. By focusing on quality over quantity, she ensures that the company can deliver exceptional service without burning out its employees. In fact, her strategy includes scaling back operational expectations and emphasizing work-life balance to improve staff morale and retention.
This mindset is crucial in an industry known for high turnover rates. By prioritizing employee well-being and a supportive work environment, Stacy believes that a smaller, dedicated team can outperform larger, less personal organizations, ultimately leading to sustainable growth.
Embracing Change: Navigating the Transition from Second Home to Vacation Rental
As the vacation rental market evolves, many homeowners consider transitioning their second homes into rental properties. Stacy provides valuable insights for property managers assisting clients in this significant decision. She believes that it’s a necessary transition, highlighting the importance of educating owners about the shift in mindset required for successful rental management.
Stacy recommends a balanced approach: respect the owner’s attachment to their property while also emphasizing the business aspect of rental management. By helping owners understand the need for a different level of care and attention, property managers can facilitate a smoother transition. This involves clear communication about expectations, potential challenges, and the importance of maintaining the property to meet guest demands.
The transition from a second home to a vacation rental can be daunting, but with the right guidance and support, homeowners can navigate this change effectively. Property managers who prioritize education and understanding will not only strengthen their client relationships but also enhance the overall experience for renters.