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There's no good reason AirBnb could not offer proper support. Showing contempt for your customers like this is a choice.
by stewx 4y ago
There's no good reason AirBnb could not offer proper support. Showing contempt for your customers like this is a choice.
- bell-cot 4y agoMight you tell us about any large, modern, fast-growing businesses which happily limit profits, so they can pay for high-quality customer support? Yes, it's "a choice". Sadly, it's an overwhelmingly popular choice.
- stewx 4y agoMy employer chooses to staff our customer support lines with North American agents who know what they are doing.
- smugma 4y agoZappos, from inception to 1B acquisition and beyond.
- ghaff 4y agoAlthough I would argue that Zappos didn't "limit profits." Rather they (correctly) surmised that the only way to successfully sell shoes online as a core business was to be seen as bending over backwards from a customer service perspective. Which is not to take anything away from them but customer service is pretty much baked into their model.
- bmj 4y agoAnd it's a popular choice because the consumers often don't seem to care. Many are willing to accept poor customer service in the pursuit of lower prices for goods and services.
- HWR_14 4y ago> any large, modern, fast-growing businesses which happily limit profits, so they can pay for high-quality customer support? Famously, Chewy. Amazon (used to?) have a reputation for being very pro consumer. Zappos. Obviously, those are all companies that grew because if I knew of fast growing businesses that were sustainable and likely to succeed I would be investing other people's money fulltime.
- mcguire 4y agoThere is a very good reason: their business model. They absolutely do not want to be in the business of verifying and maintaining their listings.