Norman Bibeau Takes Reigns of Elan Vacations, helps Home Owners Help Themselves
Norman Bibeau doesn’t do property management in an ordinary fashion. In fact he doesn’t do anything ordinary because he has an extraordinary mindset: “I own a business that relies on the homeowner and guest alike,” Bibeau says. “I’m not looking at this from just a business owner’s standpoint, nor catering to the guest’s needs only, but viewing the business equally from the owners’ perspective."
Bibeau rewards homeowners who work with Elan Nags Head Vacation Rentals to sell their property: "A passive homeowner is someone who comes to me and has a one (flat) fee schedule," Bibeau explains. “An active homeowner is someone who is hands on; they advertise their house, actively solicit their past guests to return, and consistently maintain their home. This homeowner will have a different fee schedule."
It is these incentives that have transformed Elan Vacations into a premier property management firm on the Outer Banks. Bibeau has been a partner with Elan since May of 2003. Last year he bought out the founding majority shareholder to become the principal owner of Elan.
Since Bibeau has taken over the company, there is no secret to his business perspective: “Customer service is the most important element in a business’ success,” he says. Property management, as a whole, varies very little from company to company, because they fail to keep this rule in mind. For this reason, the industry is lagging, not because of the economy: “It’s evolved to the point that there is no creativity in the thought process behind the business. There’s no out of the box thinking.”
Bibeau does what his customers want— whether the customer is a homeowner or an Outer Banks vacationing family. If it doesn’t work, it’s gone: “As a company we felt [newspaper delivery] was unique and had value. It was, but it didn’t inspire customer loyalty,” Bibeau said. Complimentary newspaper delivery was exchanged for something more functional: “We give our guests stuff they can use. Paper products, trash bags, etc. in a reusable shopping bag is today’s application. It could change tomorrow based on what our customers want.”
Promoting the industry comes from the community that draws people in. “I like the fact that when I walk into a store I’m bound to run into someone I know,” Bibeau says. He said it is what the businesses do for each other that helps the community grow and spurs local economic activity. As Elan moves forward, Bibeau envisions adding a real estate sales division with a community mindset: “Our sales people will not be commission driven" Bibeau said, “They should not be trying to force a deal to put food on the table.” Bibeau says this new department will help create long term relationships with buyers and sellers that will help the overall local economy and Elan.
This forward-looking, community-minded vision will continue to grow with Bibeau in charge of the Outer Banks most prestigious property management firm. Its success is founded on the basic principles of its new owner. “We are nothing more than a customer service business,” Bibeau says. “As a company, that is uppermost in our minds. At the end of the day, we are a very hands-on company.”
For more information, visit the website at http://www.elanvacations.com/nags-head-vacation-rentals/
May 21, 2012
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