Short excerpt from a YouTube video by Mark Simpson (recorded July 10, 2023) arguing that hosts should treat each booking as having its own story and focus on uncovering that story to improve the guest experience. Improving guest experience—by recognizing guests as people, not revenue—helps grow direct bookings.
Because as soon as you start doing that, you don't just look at a person as, like, a dollar sign. You look at them as a guest. And how there's a. As much as there's a story behind every host, there's a story behind every booking. This is something I talk about a lot at the moment, the story behind every booking. So how can you bring that out and how can you make that guest experience better? Because when you get that guest experience better, you are going to build your direct book.
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