I met Joe my co-founder and both of us had this dream that we were going to do
had this dream that we were going to do
had this dream that we were going to do something that would make an impact in
something that would make an impact in
something that would make an impact in the world we need to know what that
the world we need to know what that
the world we need to know what that meant I think a key to getting things
meant I think a key to getting things
meant I think a key to getting things are learning is having mentors and a key
are learning is having mentors and a key
are learning is having mentors and a key thing to having mentors being shameless
thing to having mentors being shameless
thing to having mentors being shameless start with the perfect experience with
start with the perfect experience with
start with the perfect experience with just one person get that right and then
just one person get that right and then
just one person get that right and then figure out how to scale something great
figure out how to scale something great
figure out how to scale something great he said Brian startups died of suicide
he said Brian startups died of suicide
he said Brian startups died of suicide not homicide all great companies that
not homicide all great companies that
not homicide all great companies that had a downfall they died of
had a downfall they died of
had a downfall they died of self-inflicted wounds everything around
self-inflicted wounds everything around
self-inflicted wounds everything around you was designed by somebody else if
you was designed by somebody else if
you was designed by somebody else if it’s not if it’s man-made you can
it’s not if it’s man-made you can
it’s not if it’s man-made you can redesign the world you live in if you
redesign the world you live in if you
redesign the world you live in if you know those binders you put baseball
know those binders you put baseball
know those binders you put baseball cards in kids with Facebook we put
cards in kids with Facebook we put
cards in kids with Facebook we put credit cards in those weed sleeves
credit cards in those weed sleeves
credit cards in those weed sleeves credit cards five-star is what people
credit cards five-star is what people
credit cards five-star is what people expect but to build something people
expect but to build something people
expect but to build something people love you almost need to do something
love you almost need to do something
love you almost need to do something more than they expect he’s an American
more than they expect he’s an American
more than they expect he’s an American internet entrepreneur he’s best known as
internet entrepreneur he’s best known as
internet entrepreneur he’s best known as one of the cofounders of Airbnb he was
one of the cofounders of Airbnb he was
one of the cofounders of Airbnb he was named one at times 100 most influential
named one at times 100 most influential
named one at times 100 most influential people of 2015 he was Brian Chesky and
people of 2015 he was Brian Chesky and
people of 2015 he was Brian Chesky and here’s my take on his top ten rules for
here’s my take on his top ten rules for
here’s my take on his top ten rules for success I got to RISD
success I got to RISD
success I got to RISD art school and everyone was like
art school and everyone was like
art school and everyone was like creating their own projects and I had a
creating their own projects and I had a
creating their own projects and I had a teacher who said you’re a designer
teacher who said you’re a designer
teacher who said you’re a designer everything around you is signed by other
everything around you is signed by other
everything around you is signed by other designers you can design the world you
designers you can design the world you
designers you can design the world you live in
live in
live in I met Joe my co-founder and both of us
I met Joe my co-founder and both of us
I met Joe my co-founder and both of us had this dream that we were going to do
had this dream that we were going to do
had this dream that we were going to do something that would make an impact in
something that would make an impact in
something that would make an impact in the world we don’t even know what that
the world we don’t even know what that
the world we don’t even know what that meant I got this job at an industrial
meant I got this job at an industrial
meant I got this job at an industrial design firm in Los Angeles the head
design firm in Los Angeles the head
design firm in Los Angeles the head health insurance my life felt a little
health insurance my life felt a little
health insurance my life felt a little bit like I was in a car and the road in
bit like I was in a car and the road in
bit like I was in a car and the road in front it’s like you look out of a car
front it’s like you look out of a car
front it’s like you look out of a car and the road in front of you looks
and the road in front of you looks
and the road in front of you looks exactly like the road behind you and
exactly like the road behind you and
exactly like the road behind you and you’re like that’s your life and
you’re like that’s your life and
you’re like that’s your life and something about that really terrified me
something about that really terrified me
something about that really terrified me Joe had been calm you have to try to get
Joe had been calm you have to try to get
Joe had been calm you have to try to get me to start a company and then one day I
me to start a company and then one day I
me to start a company and then one day I go into work and I quit my job I’m
go into work and I quit my job I’m
go into work and I quit my job I’m living in a house in Los Angeles with
living in a house in Los Angeles with
living in a house in Los Angeles with three friends and I tell them I’m
three friends and I tell them I’m
three friends and I tell them I’m leaving Los Angeles I pack everything in
leaving Los Angeles I pack everything in
leaving Los Angeles I pack everything in the back of an old Honda Civic a foam
the back of an old Honda Civic a foam
the back of an old Honda Civic a foam mattress $1,000 in the bank account
mattress $1,000 in the bank account
mattress $1,000 in the bank account hardly any savings or any money I have
hardly any savings or any money I have
hardly any savings or any money I have to pursue the dreams I’d rather fail
to pursue the dreams I’d rather fail
to pursue the dreams I’d rather fail doing something I love then always
doing something I love then always
doing something I love then always wonder what could have been and so that
wonder what could have been and so that
wonder what could have been and so that one weekend it’s October 2007 I Drive to
one weekend it’s October 2007 I Drive to
one weekend it’s October 2007 I Drive to San Francisco and that was the beginning
San Francisco and that was the beginning
San Francisco and that was the beginning of Airbnb when I came to the valley
of Airbnb when I came to the valley
of Airbnb when I came to the valley I did not know much about Silicon Valley
I did not know much about Silicon Valley
I did not know much about Silicon Valley in fact somebody told me there are these
in fact somebody told me there are these
in fact somebody told me there are these people called angels and I know they
people called angels and I know they
people called angels and I know they they meant angel investors I think a key
they meant angel investors I think a key
they meant angel investors I think a key thing to learning is having mentors and
thing to learning is having mentors and
thing to learning is having mentors and a key thing to having mentors being
a key thing to having mentors being
a key thing to having mentors being shameless shameless people learn really
shameless shameless people learn really
shameless shameless people learn really quickly and are successful most people
quickly and are successful most people
quickly and are successful most people are just afraid to ask people for help
are just afraid to ask people for help
are just afraid to ask people for help and so we Joe Nate and I were shameless
and so we Joe Nate and I were shameless
and so we Joe Nate and I were shameless about asking people for feedback whether
about asking people for feedback whether
about asking people for feedback whether it was just our investors or meeting
it was just our investors or meeting
it was just our investors or meeting famous entrepreneurs like Mark
famous entrepreneurs like Mark
famous entrepreneurs like Mark Zuckerberg or Jeff Bezos who end up
Zuckerberg or Jeff Bezos who end up
Zuckerberg or Jeff Bezos who end up becoming an investor or Warren Buffett
becoming an investor or Warren Buffett
becoming an investor or Warren Buffett you know you seek out people and most
you know you seek out people and most
you know you seek out people and most people are really nice and they’ll help
people are really nice and they’ll help
people are really nice and they’ll help you if they can and Paul Graham said
you if they can and Paul Graham said
you if they can and Paul Graham said something to me that I’ll never forget
something to me that I’ll never forget
something to me that I’ll never forget he’s now written an essay about he said
he’s now written an essay about he said
he’s now written an essay about he said do things that don’t scale and it’s
do things that don’t scale and it’s
do things that don’t scale and it’s counterintuitive and what that meant for
counterintuitive and what that meant for
counterintuitive and what that meant for us was we were able to go door to door
us was we were able to go door to door
us was we were able to go door to door meeting every one of our users trying to
meeting every one of our users trying to
meeting every one of our users trying to provide an amazing experience and if we
provide an amazing experience and if we
provide an amazing experience and if we had only relegate ourselves to a bedroom
had only relegate ourselves to a bedroom
had only relegate ourselves to a bedroom or our office apartment you know because
or our office apartment you know because
or our office apartment you know because that’s the only thing that seems
that’s the only thing that seems
that’s the only thing that seems scalable we would never created an
scalable we would never created an
scalable we would never created an amazing experience and oftentimes the
amazing experience and oftentimes the
amazing experience and oftentimes the best methodology is to start with the
best methodology is to start with the
best methodology is to start with the perfect experience of just one person
perfect experience of just one person
perfect experience of just one person get that right and then figure out how
get that right and then figure out how
get that right and then figure out how to scale something great instead of
to scale something great instead of
to scale something great instead of scaling something not so great and then
scaling something not so great and then
scaling something not so great and then trying to improve it that’s really hard
trying to improve it that’s really hard
trying to improve it that’s really hard to do I get to San Francisco I had a
to do I get to San Francisco I had a
to do I get to San Francisco I had a rent check of $1,150 and I have $1,000
rent check of $1,150 and I have $1,000
rent check of $1,150 and I have $1,000 to bank and I can’t pay rent let alone
to bank and I can’t pay rent let alone
to bank and I can’t pay rent let alone live in San Francisco is very expensive
live in San Francisco is very expensive
live in San Francisco is very expensive and Joe had the same problem the first
and Joe had the same problem the first
and Joe had the same problem the first weekend were there this international
weekend were there this international
weekend were there this international Zion conference is coming to san
Zion conference is coming to san
Zion conference is coming to san francisco and all the hotels are
francisco and all the hotels are
francisco and all the hotels are recommending are sold out we said well
recommending are sold out we said well
recommending are sold out we said well what if we go to turn our house into a
what if we go to turn our house into a
what if we go to turn our house into a bed and breakfast for the design
bed and breakfast for the design
bed and breakfast for the design conference I mean people need housing we
conference I mean people need housing we
conference I mean people need housing we certainly need money we didn’t have any
certainly need money we didn’t have any
certainly need money we didn’t have any beds I just moved up there and Joe said
beds I just moved up there and Joe said
beds I just moved up there and Joe said don’t worry I’ve three air mattresses we
don’t worry I’ve three air mattresses we
don’t worry I’ve three air mattresses we called it not the bed-and-breakfast but
called it not the bed-and-breakfast but
called it not the bed-and-breakfast but the air bed-and-breakfast we built this
the air bed-and-breakfast we built this
the air bed-and-breakfast we built this website and we ended up having three
website and we ended up having three
website and we ended up having three people stay with us it made enough money
people stay with us it made enough money
people stay with us it made enough money mega rent we also made some deep friends
mega rent we also made some deep friends
mega rent we also made some deep friends and that was the very beginning of
and that was the very beginning of
and that was the very beginning of something that we saw many people told
something that we saw many people told
something that we saw many people told me was the worst idea I’ve ever heard of
me was the worst idea I’ve ever heard of
me was the worst idea I’ve ever heard of it was months and months and months of
it was months and months and months of
it was months and months and months of people trying to talk us out of her idea
people trying to talk us out of her idea
people trying to talk us out of her idea and so we had to continue to think like
and so we had to continue to think like
and so we had to continue to think like look at the mountaintop and not worry
look at the mountaintop and not worry
look at the mountaintop and not worry and not look down
and not look down
and not look down you know Paul Graham I used to he was
you know Paul Graham I used to he was
you know Paul Graham I used to he was our first investor and I used to worry
our first investor and I used to worry
our first investor and I used to worry about all these random things like
about all these random things like
about all these random things like competitors you know kind of cities all
competitors you know kind of cities all
competitors you know kind of cities all the stuff and he said something to me
the stuff and he said something to me
the stuff and he said something to me I’ll never forget he said Brian startups
I’ll never forget he said Brian startups
I’ll never forget he said Brian startups died of suicide not homicide all great
died of suicide not homicide all great
died of suicide not homicide all great companies that had a downfall they died
companies that had a downfall they died
companies that had a downfall they died of self-inflicted wounds so what are
of self-inflicted wounds so what are
of self-inflicted wounds so what are those self-inflicted wounds horrible
those self-inflicted wounds horrible
those self-inflicted wounds horrible things I know but anyway and it’s really
things I know but anyway and it’s really
things I know but anyway and it’s really the key thing is about like there’s this
the key thing is about like there’s this
the key thing is about like there’s this thing that like you’re a small company
thing that like you’re a small company
thing that like you’re a small company and you exist because no one else
and you exist because no one else
and you exist because no one else especially big companies couldn’t do
especially big companies couldn’t do
especially big companies couldn’t do what you can do as a small nimble
what you can do as a small nimble
what you can do as a small nimble company you know public art is saying
company you know public art is saying
company you know public art is saying the older you get the stronger the wind
the older you get the stronger the wind
the older you get the stronger the wind gets it’s always in your face it’s like
gets it’s always in your face it’s like
gets it’s always in your face it’s like small companies become big company
small companies become big company
small companies become big company sometimes become really bureaucratic and
sometimes become really bureaucratic and
sometimes become really bureaucratic and the culture gets lost people leave the
the culture gets lost people leave the
the culture gets lost people leave the company that is something it’s not
company that is something it’s not
company that is something it’s not unique to Airbnb
unique to Airbnb
unique to Airbnb but that’s the thing that we have to
but that’s the thing that we have to
but that’s the thing that we have to worry about and I’m deeply paranoid
worry about and I’m deeply paranoid
worry about and I’m deeply paranoid about that I want to make sure that
about that I want to make sure that
about that I want to make sure that we’re always a start-up maybe the
we’re always a start-up maybe the
we’re always a start-up maybe the world’s biggest startup but they stay
world’s biggest startup but they stay
world’s biggest startup but they stay there you’re scared of yourself you have
there you’re scared of yourself you have
there you’re scared of yourself you have to be afraid of what you might become if
to be afraid of what you might become if
to be afraid of what you might become if you’re not like you know if you relax
you’re not like you know if you relax
you’re not like you know if you relax that’s for sure we believe in a
that’s for sure we believe in a
that’s for sure we believe in a reasonable vision of the way the road
reasonable vision of the way the road
reasonable vision of the way the road could look and we believe that world can
could look and we believe that world can
could look and we believe that world can be designed I mean I had a teacher at
be designed I mean I had a teacher at
be designed I mean I had a teacher at RISD and he told me Brian your designer
RISD and he told me Brian your designer
RISD and he told me Brian your designer everything around you was designed by
everything around you was designed by
everything around you was designed by somebody else if it’s not if it’s
somebody else if it’s not if it’s
somebody else if it’s not if it’s man-made
man-made
man-made you can redesign the world you live in I
you can redesign the world you live in I
you can redesign the world you live in I think so many of us go through life or
think so many of us go through life or
think so many of us go through life or not not people here but a lot of people
not not people here but a lot of people
not not people here but a lot of people go through life thinking they’re living
go through life thinking they’re living
go through life thinking they’re living in someone else’s world we enter someone
in someone else’s world we enter someone
in someone else’s world we enter someone else’s world but we leave our world
else’s world but we leave our world
else’s world but we leave our world behind the world that we’ve contributed
behind the world that we’ve contributed
behind the world that we’ve contributed to in design and I think the sense that
to in design and I think the sense that
to in design and I think the sense that anything can be rethought anything can
anything can be rethought anything can
anything can be rethought anything can be designed anything around you is just
be designed anything around you is just
be designed anything around you is just somebody else did that with less
somebody else did that with less
somebody else did that with less information you have today is an
information you have today is an
information you have today is an unbelievably empowering idea and as I
unbelievably empowering idea and as I
unbelievably empowering idea and as I think about running Airbnb I don’t try
think about running Airbnb I don’t try
think about running Airbnb I don’t try to presume any convention of running a
to presume any convention of running a
to presume any convention of running a company anything could be done a little
company anything could be done a little
company anything could be done a little bit better if you just imagine like
bit better if you just imagine like
bit better if you just imagine like where you want to get to we tried to
where you want to get to we tried to
where you want to get to we tried to raise $150,000 and sell 10% of the
raise $150,000 and sell 10% of the
raise $150,000 and sell 10% of the company that would have been an amazing
company that would have been an amazing
company that would have been an amazing deal and we got introduced to more than
deal and we got introduced to more than
deal and we got introduced to more than a dozen investors mostly investors we
a dozen investors mostly investors we
a dozen investors mostly investors we got introduced who didn’t even return a
got introduced who didn’t even return a
got introduced who didn’t even return a phone calls or emails a few of them
phone calls or emails a few of them
phone calls or emails a few of them wrote back and say this is not something
wrote back and say this is not something
wrote back and say this is not something we’re interested in and the very few
we’re interested in and the very few
we’re interested in and the very few that met us did not give us money
that met us did not give us money
that met us did not give us money we’re air bed-and-breakfast the air beds
we’re air bed-and-breakfast the air beds
we’re air bed-and-breakfast the air beds aren’t working maybe the breakfast will
aren’t working maybe the breakfast will
aren’t working maybe the breakfast will work so we decided let’s sell
work so we decided let’s sell
work so we decided let’s sell collectible breakfast cereal Oh
collectible breakfast cereal Oh
collectible breakfast cereal Oh beause the breakfast of change and then
beause the breakfast of change and then
beause the breakfast of change and then we also came up with a John McCain
we also came up with a John McCain
we also came up with a John McCain themed cereal we ended up making a
themed cereal we ended up making a
themed cereal we ended up making a thousand boxes cereal we sell them for
thousand boxes cereal we sell them for
thousand boxes cereal we sell them for $40 box and we made almost $30,000 and
$40 box and we made almost $30,000 and
$40 box and we made almost $30,000 and this is how we funded the company before
this is how we funded the company before
this is how we funded the company before that we were funding the company on
that we were funding the company on
that we were funding the company on credit cards I know if you know those if
credit cards I know if you know those if
credit cards I know if you know those if you know those binders you put baseball
you know those binders you put baseball
you know those binders you put baseball cards in kids with baseball we put
cards in kids with baseball we put
cards in kids with baseball we put credit cards in those weed sleeves
credit cards in those weed sleeves
credit cards in those weed sleeves credit cards I would go to sleep and
credit cards I would go to sleep and
credit cards I would go to sleep and wake up kind of like my hobby pounding
wake up kind of like my hobby pounding
wake up kind of like my hobby pounding and I think oh my god
and I think oh my god
and I think oh my god like how do I get myself at this
like how do I get myself at this
like how do I get myself at this situation I have no money like we
situation I have no money like we
situation I have no money like we launched a year ago we still have no
launched a year ago we still have no
launched a year ago we still have no customers that people don’t like the
customers that people don’t like the
customers that people don’t like the idea and what are we gonna do now what I
idea and what are we gonna do now what I
idea and what are we gonna do now what I kept saying now what and like when is
kept saying now what and like when is
kept saying now what and like when is this going to happen and then you get
this going to happen and then you get
this going to happen and then you get the courage over the course of the day
the courage over the course of the day
the courage over the course of the day and you’d find a new plan you get
and you’d find a new plan you get
and you’d find a new plan you get through the day and you go to sleep
through the day and you go to sleep
through the day and you go to sleep confident you’re like you know what it’s
confident you’re like you know what it’s
confident you’re like you know what it’s gonna be fine
gonna be fine
gonna be fine and tomorrow’s a new day and you go to
and tomorrow’s a new day and you go to
and tomorrow’s a new day and you go to sleep and you wake up and you do oh my
sleep and you wake up and you do oh my
sleep and you wake up and you do oh my god and your heart starts pounding again
god and your heart starts pounding again
god and your heart starts pounding again we had launched three times we launched
we had launched three times we launched
we had launched three times we launched no one use that we launched we launched
no one use that we launched we launched
no one use that we launched we launched again in a year later we have almost no
again in a year later we have almost no
again in a year later we have almost no customers tons of credit card debt and
customers tons of credit card debt and
customers tons of credit card debt and every investor we knew said no many
every investor we knew said no many
every investor we knew said no many people have asked why well why didn’t
people have asked why well why didn’t
people have asked why well why didn’t you lose hope at that point and I guess
you lose hope at that point and I guess
you lose hope at that point and I guess I just believed in the idea and we
I just believed in the idea and we
I just believed in the idea and we believed that people could experience
believed that people could experience
believed that people could experience what we’d experience then this would be
what we’d experience then this would be
what we’d experience then this would be an idea that would spread they just need
an idea that would spread they just need
an idea that would spread they just need to experience it it would just take more
to experience it it would just take more
to experience it it would just take more time one of the most common things
time one of the most common things
time one of the most common things people say when they hear about the idea
people say when they hear about the idea
people say when they hear about the idea of everybody now and I see people all
of everybody now and I see people all
of everybody now and I see people all over the world doing it is why didn’t I
over the world doing it is why didn’t I
over the world doing it is why didn’t I think of that it’s such a simple idea
think of that it’s such a simple idea
think of that it’s such a simple idea why didn’t I think of that you might not
why didn’t I think of that you might not
why didn’t I think of that you might not have thought of that it’s because when
have thought of that it’s because when
have thought of that it’s because when we thought about that years ago then
we thought about that years ago then
we thought about that years ago then most common thing people said is are you
most common thing people said is are you
most common thing people said is are you nuts
nuts
nuts either when we design products we
either when we design products we
either when we design products we imagine okay this is what customers
imagine okay this is what customers
imagine okay this is what customers expect they expect to have a five-star
expect they expect to have a five-star
expect they expect to have a five-star experience and then we basically ask the
experience and then we basically ask the
experience and then we basically ask the intoxication so let’s take airport
intoxication so let’s take airport
intoxication so let’s take airport pickup for example what’s a five-star
pickup for example what’s a five-star
pickup for example what’s a five-star like like check-in experience on Airbnb
like like check-in experience on Airbnb
like like check-in experience on Airbnb f– the five-star check-in experience is
f– the five-star check-in experience is
f– the five-star check-in experience is you you they give you the address you
you you they give you the address you
you you they give you the address you get to the house you knock on the door
get to the house you knock on the door
get to the house you knock on the door and they’re there and they’re open the
and they’re there and they’re open the
and they’re there and they’re open the door and they let you in the house and
door and they let you in the house and
door and they let you in the house and that’s five-star and anything worse and
that’s five-star and anything worse and
that’s five-star and anything worse and that you start to leave like four stars
that you start to leave like four stars
that you start to leave like four stars call them they’re like five minutes away
call them they’re like five minutes away
call them they’re like five minutes away you’ll probably leave a four star and
you’ll probably leave a four star and
you’ll probably leave a four star and like one star is obviously like they
like one star is obviously like they
like one star is obviously like they never showed up
never showed up
never showed up so the bar is kind of low like you knock
so the bar is kind of low like you knock
so the bar is kind of low like you knock on the door and they pick they open the
on the door and they pick they open the
on the door and they pick they open the door that’s a really low bar so we ask
door that’s a really low bar so we ask
door that’s a really low bar so we ask well what’s a six star well a six star
well what’s a six star well a six star
well what’s a six star well a six star is they probably pick you up at the
is they probably pick you up at the
is they probably pick you up at the airport so you don’t knock on their door
airport so you don’t knock on their door
airport so you don’t knock on their door they actually pick up at the airport so
they actually pick up at the airport so
they actually pick up at the airport so what’s a seven star review you can
what’s a seven star review you can
what’s a seven star review you can actually play is kind of fun well seven
actually play is kind of fun well seven
actually play is kind of fun well seven star is they don’t pick at the airport
star is they don’t pick at the airport
star is they don’t pick at the airport they send a limousine and you open the
they send a limousine and you open the
they send a limousine and you open the limousine door and they know that you
limousine door and they know that you
limousine door and they know that you like
like
like I know Pringle so I was sorry I was a
I know Pringle so I was sorry I was a
I know Pringle so I was sorry I was a weird example this is all this is like
weird example this is all this is like
weird example this is all this is like this like improv so we’re rolling with
this like improv so we’re rolling with
this like improv so we’re rolling with it so there’s Pringles there and there’s
it so there’s Pringles there and there’s
it so there’s Pringles there and there’s like coconut water and they like they
like coconut water and they like they
like coconut water and they like they know you are into surfing and there’s
know you are into surfing and there’s
know you are into surfing and there’s some surfing magazine even in your San
some surfing magazine even in your San
some surfing magazine even in your San Francisco you’re not going to surf
Francisco you’re not going to surf
Francisco you’re not going to surf that’s fine and that’s a seven star so
that’s fine and that’s a seven star so
that’s fine and that’s a seven star so what’s an eight star pick up well an
what’s an eight star pick up well an
what’s an eight star pick up well an eight star check-in is you know there’s
eight star check-in is you know there’s
eight star check-in is you know there’s a like you know you get to the airport
a like you know you get to the airport
a like you know you get to the airport and you they’re like they’re like we’re
and you they’re like they’re like we’re
and you they’re like they’re like we’re coming and like where are you and all of
coming and like where are you and all of
coming and like where are you and all of a sudden you see like a giant elephant
a sudden you see like a giant elephant
a sudden you see like a giant elephant an elephant is walking by the gate the
an elephant is walking by the gate the
an elephant is walking by the gate the terminal and there’s a parade in your
terminal and there’s a parade in your
terminal and there’s a parade in your honor you get on top of the elephant and
honor you get on top of the elephant and
honor you get on top of the elephant and you are paraded away and you said well
you are paraded away and you said well
you are paraded away and you said well what’s what’s a nine star check-in if
what’s what’s a nine star check-in if
what’s what’s a nine star check-in if that’s an eight star check and how do we
that’s an eight star check and how do we
that’s an eight star check and how do we get a nine stars a nine start check-in
get a nine stars a nine start check-in
get a nine stars a nine start check-in is you get off the plane and you don’t
is you get off the plane and you don’t
is you get off the plane and you don’t even you moment you step off the plane
even you moment you step off the plane
even you moment you step off the plane there are 5,000 screaming 13-year old
there are 5,000 screaming 13-year old
there are 5,000 screaming 13-year old women and boys and they’re holding signs
women and boys and they’re holding signs
women and boys and they’re holding signs I call it The Beatles check-in it’s the
I call it The Beatles check-in it’s the
I call it The Beatles check-in it’s the Beatles a nightly support coming to
Beatles a nightly support coming to
Beatles a nightly support coming to America and they’re just cheering for
America and they’re just cheering for
America and they’re just cheering for you screaming for you and you basically
you screaming for you and you basically
you screaming for you and you basically they follow you and they do a press
they follow you and they do a press
they follow you and they do a press conference in the front yard of your
conference in the front yard of your
conference in the front yard of your Airbnb and so then what’s a 10 star
Airbnb and so then what’s a 10 star
Airbnb and so then what’s a 10 star check-in well I can go to 30 but I won’t
check-in well I can go to 30 but I won’t
check-in well I can go to 30 but I won’t because it’d be a long day and that the
because it’d be a long day and that the
because it’d be a long day and that the 10 star is you you you you get to the
10 star is you you you you get to the
10 star is you you you you get to the airport and there’s a little card and
airport and there’s a little card and
airport and there’s a little card and it’s got your name on it and you’re like
it’s got your name on it and you’re like
it’s got your name on it and you’re like great there’s my ride but you realize
great there’s my ride but you realize
great there’s my ride but you realize the person dressed in the limo suit is
the person dressed in the limo suit is
the person dressed in the limo suit is Elon Musk and he just takes you to space
Elon Musk and he just takes you to space
Elon Musk and he just takes you to space and so i-i’ve exact I’ve exaggerated to
and so i-i’ve exact I’ve exaggerated to
and so i-i’ve exact I’ve exaggerated to make a point usually we don’t go all the
make a point usually we don’t go all the
make a point usually we don’t go all the way to ten but the whole point is that
way to ten but the whole point is that
way to ten but the whole point is that like if you if what you need to do is
like if you if what you need to do is
like if you if what you need to do is just find a hundred people to love you
just find a hundred people to love you
just find a hundred people to love you then it’s very easy to take for granted
then it’s very easy to take for granted
then it’s very easy to take for granted the five star is what people expect but
the five star is what people expect but
the five star is what people expect but to build something people love you all
to build something people love you all
to build something people love you all must need to do something more than they
must need to do something more than they
must need to do something more than they expect and so like every moment is an
expect and so like every moment is an
expect and so like every moment is an opportunity to do something slightly
opportunity to do something slightly
opportunity to do something slightly more than people expect and you we play
more than people expect and you we play
more than people expect and you we play this out you go to like all the way to
this out you go to like all the way to
this out you go to like all the way to ten okay now we’re not gonna do all that
ten okay now we’re not gonna do all that
ten okay now we’re not gonna do all that but like maybe suddenly six stars
but like maybe suddenly six stars
but like maybe suddenly six stars doesn’t seem so bad like now we should
doesn’t seem so bad like now we should
doesn’t seem so bad like now we should have a service airport pick up or
have a service airport pick up or
have a service airport pick up or something like that so we do this about
something like that so we do this about
something like that so we do this about almost every frame of the experience and
almost every frame of the experience and
almost every frame of the experience and this also can apply to almost anything
this also can apply to almost anything
this also can apply to almost anything office a sign or like how you hire
office a sign or like how you hire
office a sign or like how you hire people like you know we storyboard and
people like you know we storyboard and
people like you know we storyboard and end the interviewing experience if it’s
end the interviewing experience if it’s
end the interviewing experience if it’s August we had on a peak night 1 million
August we had on a peak night 1 million
August we had on a peak night 1 million people more than the popular San
people more than the popular San
people more than the popular San Francisco staying in a home around the
Francisco staying in a home around the
Francisco staying in a home around the world in 180 countries and one of the
world in 180 countries and one of the
world in 180 countries and one of the stories I heard was this post his name
stories I heard was this post his name
stories I heard was this post his name is Sebastian and he says to me Brian
is Sebastian and he says to me Brian
is Sebastian and he says to me Brian there’s a word you never use in your
there’s a word you never use in your
there’s a word you never use in your website and I said what’s that word he
website and I said what’s that word he
website and I said what’s that word he said a word is friendship he said six
said a word is friendship he said six
said a word is friendship he said six months ago the London riots as a couple
months ago the London riots as a couple
months ago the London riots as a couple years ago broke out us on my home and
years ago broke out us on my home and
years ago broke out us on my home and the next day my mom called me to make
the next day my mom called me to make
the next day my mom called me to make sure I was okay he said here’s
sure I was okay he said here’s
sure I was okay he said here’s interesting thing between the time the
interesting thing between the time the
interesting thing between the time the riots broke out the time my mom called
riots broke out the time my mom called
riots broke out the time my mom called me was a 24-hour period of time and in
me was a 24-hour period of time and in
me was a 24-hour period of time and in that period of time he said seven of my
that period of time he said seven of my
that period of time he said seven of my previous Airbnb gets called me just to
previous Airbnb gets called me just to
previous Airbnb gets called me just to make sure I was okay I wonder how many
make sure I was okay I wonder how many
make sure I was okay I wonder how many people would call the hotel by the way
people would call the hotel by the way
people would call the hotel by the way but the point is that Airbnb is not
but the point is that Airbnb is not
but the point is that Airbnb is not about spaces and it’s very easy to come
about spaces and it’s very easy to come
about spaces and it’s very easy to come to our website and you see a couple
to our website and you see a couple
to our website and you see a couple million spaces but it’s really more
million spaces but it’s really more
million spaces but it’s really more about the people and our mission is to
about the people and our mission is to
about the people and our mission is to provide this feeling not of space but
provide this feeling not of space but
provide this feeling not of space but belonging and we belong at home we
belonging and we belong at home we
belonging and we belong at home we belong at our work sometimes but we want
belong at our work sometimes but we want
belong at our work sometimes but we want you to be able to belong anywhere in the
you to be able to belong anywhere in the
you to be able to belong anywhere in the world in 34,000 cities
thank you so much for watching I made
thank you so much for watching I made this view too because seen a gelett ah I
this view too because seen a gelett ah I
this view too because seen a gelett ah I really hope I pronounced that properly
really hope I pronounced that properly
really hope I pronounced that properly asked me to so there’s a famous
asked me to so there’s a famous
asked me to so there’s a famous entrepreneur but you want me to profile
entrepreneur but you want me to profile
entrepreneur but you want me to profile next leave it down in the comments and I
next leave it down in the comments and I
next leave it down in the comments and I will join the discussion I’d also love
will join the discussion I’d also love
will join the discussion I’d also love to know which of the top ten rules
to know which of the top ten rules
to know which of the top ten rules resonated the most with you leave it in
resonated the most with you leave it in
resonated the most with you leave it in the comments and I will join the
the comments and I will join the
the comments and I will join the discussion thank you so much for
discussion thank you so much for
discussion thank you so much for watching
watching
watching continue to believe and I’ll see you
continue to believe and I’ll see you
continue to believe and I’ll see you soon
air B&B we created a company not because
air B&B we created a company not because I wanted to be some successful
I wanted to be some successful
I wanted to be some successful entrepreneur and make a bunch of money
entrepreneur and make a bunch of money
entrepreneur and make a bunch of money if I was going to do that I would not
if I was going to do that I would not
if I was going to do that I would not have started air beds for conferences
have started air beds for conferences
have started air beds for conferences around the country that was not going to
around the country that was not going to
around the country that was not going to be a good idea in fact um I had a mentor
be a good idea in fact um I had a mentor
be a good idea in fact um I had a mentor I told Mott the idea of ever been
I told Mott the idea of ever been
I told Mott the idea of ever been breakfast and he told me I hope that’s
breakfast and he told me I hope that’s
breakfast and he told me I hope that’s not the only idea you’re working on and
not the only idea you’re working on and
not the only idea you’re working on and my mom growing up all she ever wanted
my mom growing up all she ever wanted
my mom growing up all she ever wanted cuz I went to art school she said just
cuz I went to art school she said just
cuz I went to art school she said just make sure you get a job that has health
make sure you get a job that has health
make sure you get a job that has health insurance and so I created when we
insurance and so I created when we
insurance and so I created when we created our bed and breakfast she said
created our bed and breakfast she said
created our bed and breakfast she said us I guess you never got that job of
us I guess you never got that job of
us I guess you never got that job of health insurance this is what happens
health insurance this is what happens
health insurance this is what happens you start having to let strangers in
you start having to let strangers in
you start having to let strangers in your homes but you know one of the
your homes but you know one of the
your homes but you know one of the things we did a few years ago is we had
things we did a few years ago is we had
things we did a few years ago is we had asked ourselves what business are we in
asked ourselves what business are we in
asked ourselves what business are we in are we in the business of homes or in
are we in the business of homes or in
are we in the business of homes or in business of space we made a decision a
business of space we made a decision a
business of space we made a decision a couple years ago we said we’re not in
couple years ago we said we’re not in
couple years ago we said we’re not in the business of homes or space we’re in
the business of homes or space we’re in
the business of homes or space we’re in the business of trips that’s we’re in
the business of trips that’s we’re in
the business of trips that’s we’re in the business of you travel have a trip
the business of you travel have a trip
the business of you travel have a trip not to have a space and so a space is a
not to have a space and so a space is a
not to have a space and so a space is a part of it but we’re in the business of
part of it but we’re in the business of
part of it but we’re in the business of trips and we trade this thing that we
trips and we trade this thing that we
trips and we trade this thing that we call snow-white it was basically we
call snow-white it was basically we
call snow-white it was basically we storyboard out with a perfect trip would
storyboard out with a perfect trip would
storyboard out with a perfect trip would look like we said we’re only present
look like we said we’re only present
look like we said we’re only present right now in a few of these frames we
right now in a few of these frames we
right now in a few of these frames we want to give the place where we’re
want to give the place where we’re
want to give the place where we’re present throughout the entire journey
present throughout the entire journey
present throughout the entire journey and so obviously like dining in homes is
and so obviously like dining in homes is
and so obviously like dining in homes is one experiment we’re doing you know we
one experiment we’re doing you know we
one experiment we’re doing you know we have tours
have tours
have tours that’s another experiment there’s a lot
that’s another experiment there’s a lot
that’s another experiment there’s a lot of different things we haven’t
of different things we haven’t
of different things we haven’t officially unveiled anything we want to
officially unveiled anything we want to
officially unveiled anything we want to make sure when we launch something it’s
make sure when we launch something it’s
make sure when we launch something it’s truly amazing
truly amazing
truly amazing I don’t we may very well be the first
I don’t we may very well be the first
I don’t we may very well be the first website on the Internet where you could
website on the Internet where you could
website on the Internet where you could actually book in with somebody else and
actually book in with somebody else and
actually book in with somebody else and pay them directly in other words there
pay them directly in other words there
pay them directly in other words there was a Bay and eBay use PayPal but you
was a Bay and eBay use PayPal but you
was a Bay and eBay use PayPal but you didn’t feel there was yet yeah it checks
didn’t feel there was yet yeah it checks
didn’t feel there was yet yeah it checks exactly and and and we had we there
exactly and and and we had we there
exactly and and and we had we there wasn’t a lot of legacy there you know
wasn’t a lot of legacy there you know
wasn’t a lot of legacy there you know because we looked at there was a bay and
because we looked at there was a bay and
because we looked at there was a bay and Etsy and they were both before us and
Etsy and they were both before us and
Etsy and they were both before us and Etsy use PayPal and both of them you
Etsy use PayPal and both of them you
Etsy use PayPal and both of them you would book and it would send you on a
would book and it would send you on a
would book and it would send you on a PayPal gateway and we wanted to feel
PayPal gateway and we wanted to feel
PayPal gateway and we wanted to feel like booking hotel you never leave
like booking hotel you never leave
like booking hotel you never leave Airbnb we would hold Kwak to remit the
Airbnb we would hold Kwak to remit the
Airbnb we would hold Kwak to remit the money and so on whereas they were like
money and so on whereas they were like
money and so on whereas they were like paying direct and they would take a cut
paying direct and they would take a cut
paying direct and they would take a cut and there was two different payments so
and there was two different payments so
and there was two different payments so we and that was kind of a crazy idea and
we and that was kind of a crazy idea and
we and that was kind of a crazy idea and almost scared us it seemed insane that
almost scared us it seemed insane that
almost scared us it seemed insane that like you would actually be able to pay
like you would actually be able to pay
like you would actually be able to pay somebody else and be able to book
somebody else and be able to book
somebody else and be able to book something with them and you would get a
something with them and you would get a
something with them and you would get a reputation system we decided let’s just
reputation system we decided let’s just
reputation system we decided let’s just do it and at the time were like this is
do it and at the time were like this is
do it and at the time were like this is a little too crazy it’s a little too
a little too crazy it’s a little too
a little too crazy it’s a little too scary I know if we’re allowed to do this
scary I know if we’re allowed to do this
scary I know if we’re allowed to do this I’m not sure if it will work we do
I’m not sure if it will work we do
I’m not sure if it will work we do decided to do it anyway and it you know
decided to do it anyway and it you know
decided to do it anyway and it you know and so then in the summer of 2008 we
and so then in the summer of 2008 we
and so then in the summer of 2008 we ended up basically designing the final
ended up basically designing the final
ended up basically designing the final version the product so we designed this
version the product so we designed this
version the product so we designed this product where you could book someone’s
product where you could book someone’s
product where you could book someone’s home anywhere in the world
home anywhere in the world
home anywhere in the world we had a roll three clicks the Bukit
we had a roll three clicks the Bukit
we had a roll three clicks the Bukit button because there were so many clicks
button because there were so many clicks
button because there were so many clicks and so many different ways to get a home
and so many different ways to get a home
and so many different ways to get a home that it was just too hard and I remember
that it was just too hard and I remember
that it was just too hard and I remember hearing the story of when Steve Jobs
hearing the story of when Steve Jobs
hearing the story of when Steve Jobs domain I pod no matter where he was in
domain I pod no matter where he was in
domain I pod no matter where he was in his iPod he want to make sure he was
his iPod he want to make sure he was
his iPod he want to make sure he was always three clicks from a song he said
always three clicks from a song he said
always three clicks from a song he said we should always be three clicks from a
we should always be three clicks from a
we should always be three clicks from a being able to have a paid booking and so
being able to have a paid booking and so
being able to have a paid booking and so we created this basically a home page
we created this basically a home page
we created this basically a home page for the search bar listings the home and
for the search bar listings the home and
for the search bar listings the home and that’s exactly the product is you see it
that’s exactly the product is you see it
that’s exactly the product is you see it today with reviews payment system and
today with reviews payment system and
today with reviews payment system and customer service and we basically ended
customer service and we basically ended
customer service and we basically ended up landing on that
”
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