Thursday, July 15, 2021

The Disconnect Is Real…And Huge

had the pleasure of meeting with a few head honchos at ARDA’s annual timeshare conference last month. Some of these people I’ve known professionally for years, others for first time. Some names you’d recognize, others you wouldn’t. 

I’m left with one overriding impression after talking to these industry heavyweights…there’s a very real and very large disconnect between what they want for the industry and the timeshare consumer and the actions of Joe or Jane Shmo who sits across from the consumer every day, trying to sell them something…or more of something. By the way, I used to be Jane Shmo, so I have more than a passing knowledge of what happens at timeshare sales centers. 


The gentlemen that I met with were not sales managers or even Director of Sales. We’re talking about guys with letters like CEO, COO and the like after their names. They all knew me. They all were familiar with my body of work and a few of them even referenced recent blog posts of mine. 


To a person, they all expressed in their own ways their disappointment that so many consumers had poor experiences at their sales centers and the fact that they, the CEOs and the like, had measures in place to fire salespeople who misrepresented their product. Was there some showing off going on?  No doubt.  But I’m honest enough to understand that not a single one of these guys owed me anything. I’m a very small fish in a very large pond. They didn’t need to seek me out as many of them did and they certainly didn’t need me to do any image polishing for them when they have teams of overpaid people to do that. Not that I’d do that anyway. 


So here’s the thing…as I’ve said for years now, it’s imperative for consumers to call out and report bad behavior from all developers and use the name of the individual. It’s individual salespeople that tell consumers they’re purchasing an investment, that they need to purchase more in order to qualify for the exit program, or that they can spend their points for hotel rooms through Expedia. It’s not INSERT NAME OF DEVELOPER. Remember that DVC, Diamond, Travel & Leisure, Marriott, etc. only exist in the legal sense. They, and all companies rise and fall on the actions, good and bad of their employees. 


Some of you might disagree with my opinion on this topic. Some of you might think that I’m easily impressed. That’s fine. That’s why the name of the blog is The Word From The Timeshare Crusader. And that’s me. 


2 comments:

Anonymous said...

I am not impressed one bit with those who have letters like CEO, COO, and the like after their names, at least not the ones you spoke with. They should have the power to get the joe and jane schmos in line. What are these measures they have in place to fire salespeople who misrepresented their product? Because whatever is in place it isn’t working.

Just read the timeshare responses on the BBB website: “It is not possible to validate verbal communications she may have had with the sales agent; therefore, the Developer requires all owners to complete the Acknowledgment of Representations document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been represented to her, which may have influenced her decision to purchase.” And “As it is not possible to validate verbal statements, the Developer requires all owners to complete the Acknowledgment of representations (AOR) document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to him, which may have influenced his decision to purchase.”
There are hundreds of responses to Owner complaints from timeshares claiming they can not be held responsible for what the sales reps verbally say and some of these responses are from the legal department. It is obvious they are taking advantage of the non-disclosure clause in the contract and they are not attempting in any way to get names, there are no consequences.

Unknown said...

Lisa, there is a very simple solution to the apparent conflict between what consumers say and what the CEO types believe to be proper behavior. Let the consumer record the sales presentation. I know - it's not going to happen. But the next time you look into the eyes of one of these "innocent" and "concerned" executives, realize that they REALLY know what's going on. Same-day sales of big ticket items happens only in the timeshare industry. Shock and awe (and lies) are the name of the game.