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In all my years working in health care as an ER and trauma nurse, I learned one thing: Do the right thing for the patient. If the doctor is doing it wrong...
by iamelgringo 15y ago
In all my years working in health care as an ER and trauma nurse, I learned one thing: Do the right thing for the patient.
If the doctor is doing it wrong... do the right thing for the patient.
If the hospital is doing it wrong... do the right thing for the patient.
If a police officer is doing the wrong thing... do the right thing for the patient.
The ultimate policy is... Do the right thing for the patient.
AirBnb... Do the right thing.
Stop the spin. Don't tell the world what your security features are. Don't tell the Financial Times you are shocked.
Pull out all the stops and make this right, or this will be the end of you.
I've talked countless times with people about your service, and one of the things that comes up all the time is wondering what will happen, "When the first AirBnB murder happens".
It's not a question of "If it happens" it's a matter of "what are you doing to do _when it happens".
People get murdered in Hotels. People get murdered in rental cabins. I've been an ER nurse for years. Murders happen all the time. Someone is doing to die while using AirBnb. You're lucky this was just a robbery.
Learn from this.
Your policy needs to be: Do the right thing for the person.
Build a crisis response swat team that can get on a plane within the hour, fly to a destination and evaluate a crisis situation like this. For the love of gods you need to have 24 hour customer service. Give those people the authority and the responsibility to do the right thing then and there, on the spot.
Stop writing Tech Crunch posts.
Don't worry about telling us that you made it right. That's not important. Don't worry about the press. If you do the right thing, the press takes care of itself. Don't post in this comment thread. Ask your customer, "What do you need me to do to make this right?" "Is there anything at all that I can do to help?" Assign two or three people to the job of fixing this.
Do the right thing. Don't stop until this is right. Do it now.
- juliano_q 15y agoI was going to write a lot about it, but your reply is everything I would write and more. I really hope they do the right thing.
- tomlin 15y agoI think all of this crossed their minds. Honestly, I don't think Airbnb wants to leave this person hanging. If they pay for this incident, they are possibly opening the door for the kinds of schemes people pull on insurance. You know, the whole "rob my place and I'll collect the insurance" schemes. If Airbnb pays for this incident, they effectively become an insurance company. Maybe what they should do is offer some type of actual insurance package on checkout. This way, they are providing a much needed service and indemnify themselves. Making their customers aware of this possibility rather than pretend it doesn't exist would also help create a safer environment. EDIT: Let me be clear. I don't honestly think this person should be left high and dry. What I am saying is, to a criminal, the headline "Airbnb pays for all loss and damages", is enough to commit the crime again. We know criminals of this kind bet on low odds, otherwise there wouldn't be so many obvious ones. You might think on the side of a flexible entrepreneur, but criminals aren't looking at how Airbnb is going to look.
- ditojim 15y agoef that. take care of your customers or before you know it, you won't have any.
- natural219 15y agoBlindly repeating a mantra without addressing the argument at hand is going to get you nowhere.
- ditojim 15y agothis is my argument: take care of your customers. contrary to your statement, it has gotten me somewhere since that is how i built my business. we've made mistakes and our partners have made mistakes, but we always put the customer's interests first in these situations, regardless of profit or precedent. solutions can be simple. this is one of them.
- Tichy 15y agoThe are already introducing an insurance scheme, or that is what they claim. They simply will have to adapt - or it turns out their business model is not sustainable.
- poink 15y ago"If Airbnb pays for this incident, they effectively become an insurance company." If they don't, they very well might become a non-company.
- nathanb 15y agoAirBnB are on record saying one of their principles is that people are generally good. They have to believe this at some level or else their entire business model would be untenable. They cannot on one side claim that AirBnB is a safe proposition because most people are good and on the other refuse to take care of their customers because of the one-in-a-million who might cheat them.
- 15y ago
- mikecaron 15y agoI am in full agreement. I am not going to use AirBnB unless they do the right thing and stop spinning this. When EJ posts about how AirBnB found her a new apartment, hired a team of investigators and has used precious funding to get her life back in order, then I'll sign up. That will put them above the rest. THAT kind of action will show the world that personal care is more important to this company than dollar signs. If the world sees more care, AirBnB will take off like a rocket. This is very much an opportunity to seize, and EJ is worthy of help.
- puredemo 15y agoIt's already too late for that. They've made their bed.