Neighbourly North, setting the gold standard of short term rentals in Whitehorse
Neighbourly North is a made-in-the-North short-term rental provider, an alternative to Airbnb.
The company launched in early 2020. By the spring, it faced a summer of cancellations due to COVID-19. Attending Yukon University’s PIVOT program, Neighbourly North worked with experts to pivot their business.
We talked with Ben Pereira, President, Neighbourly North about adapting his business and learning to pivot to respond to COVID-19.
What are you most proud of having done, seen, worked on, etc. during the early stages of COVID?
I'm most proud of what our team is doing to provide our guests with a special experience so they can effectively relax and enjoy their vacation in the Yukon, despite the looming cloud of COVID. Everyone here at Neighbourly North is a lover of travel and we aim to provide our guests with not just an excellent and safe place to stay, but to take it a step further by sharing the Yukon's diverse stories and cultures with them.
What’s one thing you would say to Yukon business owners today as we look ahead to a still unpredictable future?
It's still day one here at Neighbourly North. Every day we reinvent ourselves. Every day we try something creative and see what sticks. Every day we pivot. I don't think that's something that's going to end along with COVID. We constantly ask our guests, neighbours and other stakeholders for their harshest feedback and criticisms. We want to know the facts. How can we actually serve you better?
When you look back at how much you grew in the PIVOT program, what advice would you give now to business owners that are considering new and creative ways to adapt their businesses during COVID today?
When it comes to pivoting, let your customer be the driver of change, not your competitor. Ask and really listen. What do your customers want you to do differently? We don't spend time and resources worrying about what our competitors are doing. We place all of our focus on the customer and that determines how we pivot.
How have you become more resilient since COVID? What would you recommend to others as they forge their way forward?
Resilience for us is placing greater trust in our customers. Being a business that derives 100 per cent of its revenue from out of town travellers, we got really beat up in the spring and early summer. We were dealing with cancellations across the board. We made a really difficult decision to refund all of our guests 100 per cent of their bookings, despite accepting these reservations on stricter terms, because it felt like the right thing to do. Ultimately, what we saw was that they rebooked with us when they were able to and they made referrals on top of that. So, we have a lot of trust in our customers now, and we give them exactly what they want, even if it's a tough pill to swallow.
What qualities do you believe SMEs need to have to run resilient businesses?
Personally, I think good qualities to have would be creativity, the confidence to make bold decisions and resourcefulness. And what does resilience and business mean to me? I think it means having the perspective to see opportunity in change.
For more information, like and follow Neighbourly North on Facebook and Instagram and visit their website: https://neighbourlynorth.com