Wyndham survey email

[CruiseGuy]

O-K...I know DNC is "Do Not Call"...what is DNG...? Do Not Grope...?

Just curious...

Do Not Gift. In other words, leave me the F#$@ alone at check-in!

 

[HitchHiker71]

I think they expect the same results---selling more points at a healthy pace.

Agreed. Curious, how many of you have experienced different personas when attending an update? I’ve noticed a pattern based upon two of the three updates I attended. There are at least four personas in play. The first is the presenter persona that performs the group presentation. The second is what I would term your advocate persona - the person you initially deal with but who actually does not deal directly with you on any of the sales crap. This is the persona meant to attempt to build a relationship with you personally and to attempt to gain your trust. The third persona is the sales rep who initially presents whatever deal numbers to you and does some basic wheeling and dealing. Then there’s the fourth persona - basically the sales manager/director - who comes in and does the more “serious” negotiations (BS) with you. I’ve seen this exact pattern in two out of three of my updates to date.

Then they have buyer and owner personas for those of us who actually attend the updates. Buyer personas for renters or others who do not own, and owner personas for those of us who already own and are targeted for upsells.

I’m a systems guy so I like to analyze the approach used and the varied roles/personas built to manage the sales systems.

IME the person in the advocate role was actually helpful to us when attending the National Harbor update as he was able to get a few answers to some of our questions regarding RCI and Viva Wyndham. Unfortunately the surveys sent out after attending an update only make reference to one persona - your sales person - even though they are using more than one persona during the sales process. Makes it difficult to answer the surveys accurately.

If I only had to attend the group presentation and then meet with the initial advocate persona, who actually didn’t try to sell us anything and actually answered a few questions I had, and then we could have left, I wouldn’t mind attending the updates. Because then they would actually be updates as opposed to masked upsells.

Given we are new owners who bought in late July 2018, I was pretty surprised they would go heavy into an upsell when I repeatedly indicated to them I wasn’t going to even consider another purchase for various reasons.

If they really want to change the fact that they have a real image problem and a very bad reputation in the market, the system needs to change significantly. Similar to how many car dealerships have moved away from high pressure sales models because the consumers are much more empowered and educated nowadays due to the widespread availability of pricing data on the internet. Same goes with timeshare markets IMHO. The proof is right out on the TUG forums and on Facebook groups, with predominantly negative comments about their chosen approaches from a business standpoint.


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[HitchHiker71]

I've never been to an update either, yet I received the survey. They are relentless in trying to get me to attend though. We'll see what my next check-in is like in a week, because I recently asked Wyndham to put me on their DNC and DNG lists. The calls have stopped, but I haven't visited a resort since making the request.

How do you go about getting on these lists?


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[CruiseGuy]

How do you go about getting on these lists?


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For Do Not Call, Wyndham is required under federal law to take this request on any sales call they make to you to not call that number again for sales purposes, even if they have an existing business relationship with you. They should also accept it over the phone via their customer services line and all you have to provide is the telephone number not to call. I don't believe they can require you to submit this request in writing.

For Do Not Gift, you can call customer service and ask to be added to the list. They may require that you make this request in writing, and they may tell you that once on the list they cannot remove you. Since you are there in person (face to face), I don't believe they are required by law to honor any such requests, and they can set their own rules on how and when to allow this type of opt out, and they can change the rules at any time. I don't know if they will honor my request or not. Usually the people on the DNG list are added because Wyndham makes the determination that they are no longer willing to offer certain people a gift to attend a presentation. The parking pass people generally leave these people on the DNG list alone because they don't receive an incentive for getting these people to attend, but I don't know if Wyndham really added me to this list or not.

 

[chapjim]

Last visit to a Wyndham I was able to read upside-down the annotation next to our name -- DNB. Do Not Bother? I hope!!