Do you have a rapport with your guide?

[zalansky]

Just returned from a long weekend stay at THV and on our first night there, I had a very enlightening conversation with another DVC member and his wife in the hot tub. They purchased one contract and then added on once since then. But they still keep in contact with their guide, who calls them every time they begin a vacation to wish them well...as a matter of fact, they claimed to have his home number and have called him on occasion in the past when things have been less than to their satisfactory to get things done! They have even gotten some perks out of it. I admit, I was a little surprised. I was under the impression that you simply make a purchse from your guide and then any issues that arise, you go through member services. I realize there are some guides out there who go above and beyond - but I admit it, I feel a teensy bit cheated! It would be kind of nice to have a little rapport with my guide.

So it just got me to thinking, how many DVC'ers do have that kind of rapport with their guides?

 

[Sammie]

We did with our guide we bought from. She retired recently from DVC, not so much with the new one.

 

[twinboysmom]

Couple of months ago I asked a very similar question. We bought 7 years ago, spoke to him the first time we vacationed, that is it. We received some sort of paperwork with his card when AKL was being constructed and that is the last communication from him. Thought when BLT was being built would here something. We were really wanting to add on. Heard nothing which worked out for the best as we couldn't afford another contract with the twins. But use I do feel a bit cheated because I know he is still there and I know that some guides go that extra step.

 

[quirty30]

My guide also calls our room at the beginning of each trip. He works at the Doorway to Dreams store at Woodfield Mall, and we also occasionally stop by the say "hi." The fact that we have met face to face on numerous occasions makes it a more personal relationship.

 

[OntFamily]

Some guides (aka sales people) are better at after sales support than others. Since most DVC'ers will add on, it's best to maintain the rapport to help subtly "push" along the concept of add on.

 

[acourtwdw]

We have never heard from our current guide except a form email that is sent before each trip home. Our orginial one has left DVC, I think.

 

[zalansky]

My guide also calls our room at the beginning of each trip. He works at the Doorway to Dreams store at Woodfield Mall, and we also occasionally stop by the say "hi." The fact that we have met face to face on numerous occasions makes it a more personal relationship.

You may have the same guide as my hot tub friends. I asked the name of their guide but they said he had gone part time and to one of the out of state locations.

I guess the reason I feel cheated is because we've added on twice after buying our original contract and I had to call our guide and leave several messages for him before getting a return call to do one of our add-ons. I shouldn't have to chase them down and beg them to take my money. My hot tub buddies also went as far to say their guide had gotten them single day tickets when things have gone awry - another time a gift card to eat at olivias. And you guessed it, I got ice cream.

 

[rentayenta]

If by relationship you mean that he emails and I delete them then yes, we have a relationship. Ours was a nice guy and I will use him when we add on unless we buy resale.

 

[ELKHUNTER]

Talk about good guides, our quide that showed us around and gave us the whole DVC spill still stays in contact even though we went the resale route. When we bought she contacted us to see if we had made a decision and I said yes and apologized for the time she had spent with us. Also that we could not afford the amount of points we needed going direct and decided to go resale. She said thats no problem and welcome to the DVC family and that if we needed anything to just let her know. Now thats a little pixie dust and magic these days.

 

[dbs1228]

Bought 2 contracts then added on 1 this past year and have not heard a word, e-mail or otherwise. While doing add on I had to call at least 4 times to try to get the contract done the correct way (wanted 2 smaller contracts) It wasn't until I called quality control and requested a new guide that they transfered me directly to him without my knowledge! They actually asked me to hold next thing I know my guide picks up, so much for that! If I add on direct (doubtful after having a better experience resale) I will insist on a new guide.

 

[DVC-Don]

I've only spoken with my guide twice. Back in 2000 when we first purchased and then in 2007 when I did a small add on through DVC.

 

[omalley1118]

Have not heard from him since the ink was dry on the contract!!!!

 

[DisneyNutMary]

My guide leaves a message every time we stay, which I thought was standard practice that all members receive. He will also call when a new resort is being built to offer us an add-on. Other than that, nothing more than the standard e-mails.

I have never thought, nor would I consider, calling my guide when things are not to my liking.... just like I don't call the real estate agent who sold me my house when we have house problems. Our guide is a salesman, nothing more. His job is to get me to buy his product, not to deal with day to day ownership- that's what member services is for.

 

[DebbieB]

I've been a member 11 years and never hear from my guide. The last time was when BWV added rooms where the sales center used to be and had points available. I think it's because I have never expressed an interest in adding on. Of course, I get stuff in the mail.

 

[RLRDA]

We don't have a personal relationship with our guide. He called us during our first DVC trip (not each trip). We did an add-on at AKV and he was helpful to us when we wanted a reservation there when the first few villas opened in '07. If we call him for something (which isn't very often) he always calls us back the same day. Once he called back to let us know that he was on vacation but he'd get back to us the following week when he was in the office! To me, that's what I like about him.....he's there when we need him.

 

[smjj]

NEVER, heard from our guide. Never a call on one of our trips or after. We do get the occasional form letter with her name at the bottom but that is it...smjj

 

[DizGirl20]

NEVER, heard from our guide. Never a call on one of our trips or after. We do get the occasional form letter with her name at the bottom but that is it...smjj

Same here - only hear from our guide when he calls or writes with an offer. He's nice enough but I never hear from him for any other reason than to make a sale. Which is probably why I went resale last time I made a purchase.

After reading through these responses I got to thinking how smart the guides are that actually try to establish a relationship with their members. I know these guys are in the business of sales, so you'd think they would want to establish a little rapport. Oh well, at least I'm not being subjected to high pressure sales!

 

[twinklebug]

Same here - only hear from our guide when he calls or writes with an offer. He's nice enough but I never hear from him for any other reason than to make a sale. Which is probably why I went resale last time I made a purchase.

After reading through these responses I got to thinking how smart the guides are that actually try to establish a relationship with their members. I know these guys are in the business of sales, so you'd think they would want to establish a little rapport. Oh well, at least I'm not being subjected to high pressure sales!

I agree. If I were ready to do a small add-on I'd be very tempted to pick something up resale, but if I had a good rapport with my guide other than an occasional mass mailing, I might be swayed to send my business her direction since the price difference would be minimal and they do a great job of making the process go smoothly. Those little contracts add up.

That said, I don't want to be hounded by my guide or have her pretend to be my friend. She's simply there to help me close on more points if need be.

 

[DenLo]

Our guide calls us at our resort to welcome us home. And he calls us at home from time to time. He mentioned we should actually meet this next trip since we've always just talked via the phone. Considering we have not always purchased our points direct through him, I'm pretty impressed.

 

[ChiSoxKeith]

Our original guide left DVC about a month after we closed - which we didn't know until we stopped by the Doorway to Dreams retail location one day looking for him. Our new guide (which we used to add on to Aulani) has been very engaging. We got a thank you card after signing up for the add on, then a phone call after we closed, and then a reminder in the mail just last week that the booking window for Aulani would be opening very soon.