Boost Sales by 15% with Stronger Branding | CS Office Hours with Andrew Pieries

In this CS Office Hours episode, Customer Success host Andrew Pieries sits down with Salty Dog Vacations’ Krista Goodrich to unpack how brand, culture, and community translate directly into bookings and higher ADR.

What you’ll learn 👇

The branding moves that drive bookings: themed listings, a memorable voice, and playful naming that stops the scroll.

Why “pet‑friendly” is a revenue lever (and how to win owners over with data and guest experience touches like dog welcome kits).

The “no a**hole rule” and 4 core values (Drive, Kindness, Loyalty, Fun) that power team culture and guest satisfaction.

Micro‑influencers, community partnerships, and local events (Jeep Beach, dog beach cleanups) as low‑cost growth engines.

Owner selection, service recovery, and when to pause growth to fix ops—so you can scale without breaking.

Zero‑budget marketing starters: CVB partnerships, simple email tools, personal social, volunteering, HARO, podcasts, and blogging for direct bookings.

About our guest: Krista Goodrich is the owner of Salty Dog Vacations—known for its “Sit, Stay, Play, Vacay” ethos and delightfully dog‑forward guest experience. Learn more: https://mysaltydogvacation.com/

About the series: CS Office Hours features real operators sharing what actually works—from brand to ops to growth—hosted by Customer Success’ Andrew Pieries.

Chapters
00:00 Welcome and intros
02:21 Krista’s path into STRs and launching Salty Dog Vacations
03:30 Tools that scaled the portfolio (centralized messaging, fee updates)
06:29 Smart growth: pause to fix ops, then relaunch
08:18 Why they dropped 20 properties (on purpose)
08:50 Core values that shape brand and service (Drive, Kindness, Loyalty, Fun)
12:25 Pet‑friendly ≈ higher revenue: how to convince owners
15:28 The dog‑welcome kit, personalized cards, and the calendar contest
18:39 Micro‑influencers that actually convert
19:18 Want 5‑star guests? Build a 5‑star home (owner alignment)
22:57 Boundaries: “we can fire owners” + a cautionary tale
24:13 Living the brand: Jeeps, bikes, and event marketing
25:39 Community impact: dog‑beach cleanups, mentoring, and team perks
27:26 Staff library + paid book reports (building people = better service)
33:25 Network effects: public service, reputation, and new doors opening
34:18 Snoop‑inspired naming: “99 Problems & the Beach Ain’t One,” “Beach Gangsta’s Paradise”
36:07 Fun listing copy and on‑brand details that guests share
38:08 Service recovery playbook (who pays when things go wrong)
38:40 Blogging, local partners, TikTok, and referral flywheels
43:13 Team size and structure (office, cleaners, handymen, VAs)
44:48 Themed listings vs. “look‑alikes”: performance insights
48:32 Website evolution, staying debt‑free, and the “maintenance ambulance”
51:53 No‑budget marketing checklist: CVB, email, social, volunteering, HARO, podcasts
56:07 Freebie mention: the dog‑welcome card text + wrap‑up
57:20 Outro

🔗 Find out how Hostaway’s Vacation Rental Software boosts your business: https://www.hostaway.com/get-free-demo

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🧡 About Hostaway 🧡
Hostaway is an All‑in‑One vacation rental software solution for growing property managers. From marketing and guest communication to operations and reporting, our platform helps you scale with ease. With over 100 integrated tools in our marketplace, Hostaway grows with you—whether you manage two listings or two thousand.

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