Sign up to receive 5 free days of our daily summary for tech news.

Read this article for free.

Already a subscriber? Log in here

Cities

How Airbnb Put a Lid on Customer Service Costs

Airbnb CEO Brian Chesky got some advice from Bill Gates two years ago. To be “truly great,” Mr. Gates told the Airbnb chief during a walk at the annual Sun Valley conference, the vacation rental site needed to improve its customer service, Mr. Chesky told employees in an email later.

“What struck me was how simple and obvious the advice was,” Mr. Chesky said in the email, which has been viewed by The Information. “For all you in customer experience, you are critical to these great experiences. You’re saving the day, every day. Like Batman.”

What Is The Information?

Notebook b5103017ee163370a1667c9ce59ab0ef023875a17888105d26c185cadf31bb69

Daily news analysis

Every weeknight, we'll send you our reporters’ views on the day’s top tech news—distilled into one email.

Notes bb3aa5069205d702dda37fc71dc6f1c59df2310c4379304e9f1199f052af4884

Exclusive Articles

We broke it first. Receive original reporting, stories, and exclusives you won't read anywhere else from the largest newsroom in tech.

Conference calls c9e664e8b96ee347d3e92b8309938f268422b9db98cfabca5c826fbb75054b23

Conference calls

Go deep into areas like crypto and VC diversity—or get real-time analysis of breaking news—via conference calls with our reporters and other experts.

Events 499acedd16cffc41445edd76bfd302b2836c2a27419890f17130a6b10e2aa3df

Special Events

For no extra fee, subscribers get access to more than a dozen events yearly, from intimate dinners to larger gatherings with marquee speakers.

Access the best reporting on the tech industry read by tens of thousands of global executives.

Become a contributor

Share your views and find other subscribers by completing your profile. You’ll be listed in our contributor directory.

Org Charts

Access the only collection of tech company org charts. Our expanding database includes companies like Amazon, Snap, and Uber.

Slack community

Discuss topics and current events with our subscriber-only Slack group and share news about your company with other subscribers.

Share with your team

Subscribers can unlock any article and share it with friends and co-workers through a special share link.

Stay up to date on Silicon Valley

Sign up for Jessica Lessin’s (The Information’s CEO & Founder) free Saturday newsletter and also receive a complimentary week of our daily afternoon tech commentary email.

Already a subscriber? Log in here

Recent Articles

Startups Markets

Tech Founders Cede Some Power to Shareholders

By Alfred Lee

Venture Capital Cities Startups

‘Experiences’ Market Remains Small for Airbnb, Rivals

By Cory Weinberg

Venture Capital Startups Markets

Private Tech Surge Fuels Unicorn Stock Indexes

By Alfred Lee

Cities Startups

Biggest Vacation Home Operator Moving Into City Market

By Cory Weinberg

Mr. Tosi set about shaking things up. Managers put pressure on the in-house team to meet service goals. The company tightened the limits on how much customers could be compensated after complaining about stays.