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Discussion – 


Discussion – 


The Airbnb Way (EP 307)

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 Covered

What prompted Joseph to write The Airbnb Way

  • Work with Ritz-Carlton on book in 2008
  • Saw changes in how travelers experience hotels

The major themes of The Airbnb Way

  • How Airbnb came to be, what makes it great
  • What Airbnb and hosts do to drive belonging

How Joseph thinks about BELONGING

  • Create safe physical + emotional environment
  • Offer sense of what it’s like to live in city

The concept of enlightened HOSPITALITY

  • Chip Conley brought mindset to Airbnb
  • Anticipate needs, create personal connection

Joseph’s insight around cultivating TRUST

  • Demonstrate genuine care for guest
  • Live up to claims made in listing

How Airbnb EMPOWERS its hosts

  • Leverage asset to unlock what’s important
  • Provide housing security, power to travel

How Airbnb fosters a sense of COMMUNITY

  • Supports communication among hosts
  • Activate to protect rights of home sharers

The values Airbnb guests and hosts have in common

  • Global citizens
  • Positive view of people

Connect with Joseph

The Airbnb Way


The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging by Joseph Michelli

Chip Conley on GPFYP EP024

Peak: How Great Companies Get Their Mojo from Maslow by Chip Conley

Get Paid for Your Pad: How to Maximize Profit from Your Airbnb Listing by Jasper Ribbers and Huzefa Kapadia

News Story on Airbnb Halloween Shooting

STR Legends Mastermind

STR Profit Academy

Email jasper@getpaidforyourpad.com


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