Another look at AirBnB

Honestly, I really did think that my negative experience with “AirBNB” might garner some positive

interaction from my audience.

I did get a response from a host, who was very nice and felt that surely the founder of ‘AirBNB”, Brian Chesky, would not tolerate such a bad experience, because in her words, “he is a kind and thoughtful individual.” That may be the case, but in reaction to her comments, I did reach out to him twice via social media and got no answer.

This surprised me, because in our business, the architectural presentation company that we have lovingly grown over about thirty years, we operate with the mindset that “we can’t afford even one dissatisfied customer”. A belief we have held now for about three decades.

So what is it that makes a company, “AirBNB” in this case, seemingly unconcerned with the plight of its customers, when thier experiences with their hosts, representatives of their organization, falls short of the expectations of their customers?

Are they “too big to fail”? Will there be a final episode that is the defining moment that they have an opportunity to “pivot” from and effect positive change in their organization as a result? I certainly hope so, because I would hate to believe that this has become the new normal for us as consumers. Are we satisfied to accept that this is just the way it goes? Doesn’t it minimize our ability or right to expect a good value and experience for the hard earned money we pay for it with?

Or are we at a place where we just accept what we get and keep hoping for a better experience? I don’t believe that is what we deserve and it certainly is not what our employers and clients expect from us and no doubt you as well. What would happen if we just returned to “voting with our feet” and began to not patronize those establishments and/or organizations that don’t have our highest good in mind?

Don’t you think it’s time to find out? I do!