The Airbnb Way

More than 500 million people have stayed in an Airbnb since its inception in 2008. And a mind-boggling 350 people check into an Airbnb every minute. So, what makes the short-term rental (STR) platform so successful? And what do the best hosts do to deliver an exceptional experience that makes every guest feel welcome?Joseph Michelli is the New York Times bestselling author of several books about world-class customer experience providers, including the Ritz-Carlton, Starbucks and Zappos. A sought-after keynote speaker and business consultant, Joseph has been recognized as one of the Top 10 thought leaders in the realm of customer service by Global Gurus, and his most recent title is The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging.On this episode of Get Paid for Your Pad, Joseph joins me to explain what prompted him to write The Airbnb Way and discuss the book’s major themes around how the sharing economy has changed the hospitality industry. He walks us through the five sections of The Airbnb Way, describing how Airbnb hosts deliver belonging and what we can do to cultivate trust with our guests. Listen in for Joseph’s insight on how Airbnb promotes the idea of enlightened hospitality, fosters a sense of community, and empowers its hosts to improve their lives!Topics CoveredWhat prompted Joseph to write The Airbnb WayWork with Ritz-Carlton on book in 2008Saw changes in how travelers experience hotelsThe major themes of The Airbnb WayHow Airbnb came to be, what makes it greatWhat Airbnb and hosts do to drive belongingHow Joseph thinks about BELONGINGCreate safe physical + emotional environmentOffer sense of what it’s like to live in cityThe concept of enlightened HOSPITALITYChip Conley brought mindset to AirbnbAnticipate needs, create personal connectionJoseph’s insight around cultivating TRUSTDemonstrate genuine care for guestLive up to claims made in listingHow Airbnb EMPOWERS its hostsLeverage asset to unlock what’s importantProvide housing security, power to travelHow Airbnb fosters a sense of COMMUNITYSupports communication among hostsActivate to protect rights of home sharersThe values Airbnb guests and hosts have in commonGlobal citizensPositive view of peopleConnect with JosephThe Airbnb WayResourcesThe Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging by Joseph MichelliChip Conley on GPFYP EP024Peak: How Great Companies Get Their Mojo from Maslow by Chip ConleyGet Paid for Your Pad: How to Maximize Profit from Your Airbnb Listing by Jasper Ribbers and Huzefa KapadiaNews Story on Airbnb Halloween ShootingSTR Legends MastermindSTR Profit AcademyEmail [email protected] subscribe to the podcast, please use the links belowClick Here to Subscribe via iTunesClick here to Subscribe via Stitcher (Android users)If you like the show, please consider leaving the show a review in iTunesor Stitcher. A couple minutes of your time can help the show immensely! Thanks! Hosted on Acast. See acast.com/privacy for more information.