What Works | Small Business Podcast With Tara Mcmullin

What would 11-star service look like? That’s the question that Brian Chesky asked himself to figure out how he and his team at Airbnb needed support hosts to help everyone involved have an exceptional experience. I first heard this idea of 11-star service during Brian’s interview with Reid Hoffman on the first episode of Masters of Scale. The idea is that you want to create the capacity for these exceptional customer experiences to happen on a regular basis. The more regularly they happen, the more people come back and buy again–and the more they tell their friends. Of course, creating this 11-star service doesn’t just produce business results. It produces human results. Someone who takes the time to create an 11-star service isn’t just concerned with the bottom line, they are truly invested in showing genuine gratitude to the person they’re doing business with. This month at CoCommercial, we’re talking about Gratitude and how it shapes the way we do business. What does authentic, meaningful gratitude look l