Wyndham Vacation Ownership - Award for Innovation in Sales

 

 

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

Company: Wyndham Vacation Ownership, Orlando, FL
Company Description: Wyndham Vacation Ownership is the world’s largest vacation ownership business and has developed or acquired 213 vacation ownership resorts in North America, the Caribbean and the South Pacific, representing approximately 24,000 individual vacation ownership units and more than 900,000 owners. Headquartered in Orlando, FL, the company is supported by more than 17,700 associates globally.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Sales

Nomination Title: Robert Peck, Quality Assurance Manager, Wyndham Vacation Ownership

Tell the story about your organization's innovations in sales or business development since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

As the Quality Assurance Manager for Wyndham Vacation Ownership in Atlantic City, New Jersey, Robert Peck is always looking for innovative ways to grow business, engage his owner base and community, and promote his company’s commitment to integrity. This year, with a project called Operation Skyline, Robert came up with an “outside the box” idea that not only helped others in need, but helped promote awareness of his company’s five core values. By bringing awareness to the needs of a specific group, reaching out to the community of owners for help, and emphasizing the values of the company, he was able to improve performance at his site through the act of doing something good for others.

Operation Skyline is essentially a care package endeavor for Armed Forces serving overseas. For several months, Robert had been working with his city’s VFW chapter, as well as a local charitable group called Operation Yellow Ribbon. With their help, Operation Skyline put together 200 care packages that contained company-branded wet wipes, a book light, lip balm, a toiletries package, an owner magazine, decks of cards, a logo towel, pens, and paper. Additionally, for every sale that was made at the site during that time, the new owner was given a post card and asked to come back the next day with a hand written note thanking a soldier for their sacrifice. This engaged the new owner base in compassionate and exciting ways. Many times owners included their email address to the soldier, encouraging them to make contact when they came back stateside, and offering the use of their vacation ownership points to give the soldier and family a vacation. The opportunity to provide this kind of generosity toward those serving overseas proved to be a unique selling point at this site for the duration of the project, and continued to provide an aura of honor and benevolence that has lingered long afterward.

Partnering with Operation Skyline created a lot of buzz with owners. Writing letters for the care packages — 200 handwritten letters in total — was something the owners took very seriously, making them extremely heartfelt and placing a great deal of attention into what was written. This connected the owners – and the sales teams – more deeply to the program. The sales associates were more aware that what they did each day was help improve the lives of not only their customers, but people in general. The owners realized the gift of their vacation ownership, their leisure time, was something they could share with soldiers who were willing to put their lives on the line for them. The value of family time together was greatly heightened for everyone involved. And the preciousness of that time is the keystone of the company’s philosophy.

Operation Skyline was a success in several ways. It was cost-effective, with each bag costing $12.31 apiece for a total of only $2,461.50 in site costs. Shipping overseas was free, thanks to Robert’s coordination with Operation Yellow Ribbon, which saved the site more than $3,000 in shipping costs. And many of the non-company-branded items were donated by their respective manufacturers.

The surprise success was what happened with New Owner rescission. During the months of Operation Skyline, owners were so excited to be contributing to something so meaningful the site produced much better than average results on rescissions, which helped contribute to the company’s number one strategic intent. And it all happened because one Quality Assurance Officer had a very different idea that reached deeply into the humanity in every person.