#057 Desperately Seeking Feedback

In this episode, Neil delves into the often uncomfortable yet essential topic of guest feedback. Drawing parallels to the 80s comedy "Desperately Seeking Susan," Neil emphasises the importance of actively seeking feedback to enhance the hosting experience. He shares five compelling reasons why feedback is crucial, including the need for hosts to understand their guests' needs, avoid surprise negative reviews, and demonstrate genuine care for their guests' experiences.  KEY TAKEAWAYS Regularly ask guests for feedback during their stay, such as upon arrival, halfway through, and at checkout. This proactive approach helps identify and resolve issues before they lead to negative reviews. Feedback is essential for understanding what guests truly want and need. For example, providing comfortable furniture and addressing safety concerns can significantly enhance their experience. Actively seeking feedback demonstrates to guests that you value their opinions and are invested in their experience. This can lead to higher satisfaction and better reviews. Embrace negative feedback as an opportunity for growth. It can reveal areas for improvement that you may not have considered, ultimately making you a better host. Encourage open dialogue with guests. When they see you actively seeking their input, it fosters an environment where they feel comfortable sharing their thoughts, leading to a more positive experience for everyone involved. BEST MOMENTS "Feedback is absolutely crucial if you want to level up your hosting game." "How do you know how to grow your business if no one gives you a baseline to work from?" "Guests want to feel like they're heard and valued." "You can't fix what you didn't know was broken." "What gets measured improves." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: [e-mail]  ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. ABOUT THE SHOW Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 9 consecutive years as a qualifying Airbnb Superhost. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambience creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.