When I took the CEO position at Alpha Timeshare Consultants, I did not feel like I had been promoted; I felt responsible for something that people really depended on. This company exists solely to provide honesty and clarity to an industry that often confuses and traps consumers.
Many of the families I’ve met and spoken with are “stuck” in contracts they no longer want. I’ve also spoken with retirees that are overwhelmed, frustrated, and unsure if there is even an option available to them. Many of the people that contact Alpha have tried every alternative that they can and have been bounced around, ignored, or offered quick fix solutions that never materialized. By the time they contact Alpha, many of these people have lost all faith in the process.
It’s this that makes my work real. It’s not about reaching the numbers or meeting business objectives. It’s about individuals who need a stable person to talk to on the other end of the phone.
A New Way to Lead
Leadership in today’s environment is different than it was yesterday. Individuals do not typically enter an office or hear about a company solely through word of mouth. Consumers search the internet, read reviews, and assess credibility before they even pick up the phone. It is this new paradigm that required me to grow rapidly.
When I first became the CEO of Alpha, I needed to develop a way to build trust in a digital environment. This included learning about websites, messaging, and how people make decisions when they feel uneasy or uncertain. At first, developing trust in this way was uncomfortable because I did not want Alpha to appear like all the other companies in this area.
My objective was quite simple. I wanted Alpha’s online presence to reflect how our actual company feels: personal, transparent, reliable, and not too boastful. I wanted people to read something we wrote and feel like someone finally understands what they’re going through.
What I Have Learned About Establishing Trust
Timeshares are complex. The timeshare industry includes fine print, jargon-filled terminology, and companies that make promises they cannot fulfill. Therefore, trust is paramount.
From the beginning, I established a policy that we will never claim to accomplish anything we cannot. Consumers do not require hype. What consumers need is honesty. Consumers need to know what is achievable and what is not. Consumers need to know the steps they will go through during the resolution process.
Alpha backs every single one of its clients with a money back guarantee, and our success ratio is greater than ninety-eight percent. While those statistics are significant, the more significant statistic is how consumers feel when they contact Alpha. Many of these consumers are fearful, frustrated, and fatigued from being misled by companies in the past. My duty is to rebuild the consumer’s confidence and provide them a viable solution to proceed with.
Providing relief to a consumer in distress often requires you to remain calm while the consumer is upset. It requires you to remain consistent and to provide information directly and clearly, regardless of the situation’s complexity.
Moving Alpha into the Digital World
Adapting to the digital world was challenging, but it was essential. I had to reassess how we functioned as well as how we communicated. I learned to spend resources in quality content, and to use clear and concise descriptions. I transitioned from viewing marketing as a means to sell to viewing it as a form of education.
We developed educational materials to inform consumers about contract stipulations and the options available to them. The transparency that resulted enabled us to reach more consumers than any amount of traditional advertising. Over time, we built a base of clients who felt they had finally found a reputable organization with whom to establish a relationship.
Internally, I focused on ensuring that our staff remained cohesive. Many of the employees have worked within this field for years and understand what consumers value most. I listened to their opinions, inquired regarding what they perceived as unique about our organization, and expanded upon those perceptions.
Our culture is straightforward. We do exactly what we say we will. We remain accessible. We ensure that each consumer is fully aware of the status of their case at each stage. This is how loyalty is generated.
Supporting Our Community
We have always placed a high importance on giving back. We believe that success should manifest itself in the community, not simply within our organization. For this reason, we support local charities, youth sports leagues, and smaller businesses throughout the Orlando area.
Orlando has played a substantial part in our history. Involvement with and assistance to the community are commitments I intend to maintain throughout my tenure.
Reflection and Looking Ahead
At times, I will take a moment to reflect on how much has evolved since I began. The tools are different now. The ways that consumers seek assistance have changed. The pace is quicker. However, the company’s essence remains unchanged.
We are still committed to providing peace of mind and liberation from a difficult circumstance that seemed insurmountable. Leading an organization like Alpha does not involve chasing the latest trend. Rather, leading an organization like Alpha involves maintaining and conveying the correct values to the future.
The mission is basic. Be truthful. Remain steady. Provide the right services to every client that entrusts their business with us.
This is what Alpha Timeshare Consultants represents, and this is what I intend to uphold daily as CEO.
