Episode 16a: When guests have a complaint, do what you can to make it right

In this episode, I talk about customer service. Please note that AirBnB is a customer service business and if you do not like working with customers, then this is the wrong business to be in. I have seen a lot in this business from 4am calls about being displaced to the coffee maker not working. I have even been given a 3 by a customer (who is also a host) just because the customer did not like the unit. If you have thin skin, this business will wear you out. Take every guest complaint with a grain of salt. Recently, I had a customer who stayed in my unit and the complaint was that the coffee maker overflowed somehow. I wasn't sure on how it happened by I did see the pictures. In my effort to get that 5 starr rating, I went to WalMart and got a new coffee maker. I also picked up so extra towels for the guests even though I already have plenty of towels. I dropped them off on the outside of the unit and sent a message that a new coffee maker was outside of the unit along with extra towels. The customer was shocked that I went through all of that trouble just to get another coffeemaker. This is my business and customer reviews help me to continue to rent out my units. My reward: A 5 star rating from the customer