#098 Why Guests Don't Think Like You Do

In this episode, Neil chats with behaviour specialist Andy Baker, exploring the complexities of guest behaviour that can challenge even the most seasoned hosts. They discuss real-life scenarios, including a guest's puzzling disregard for cleanliness and another's awkward response to a note about food in the room. Andy shares insights on understanding the motivations behind such behaviours and emphasises the importance of clear communication and setting expectations. KEY TAKEAWAYS It's important to recognise that unusual guest behaviour may stem from various underlying reasons, including psychological traits or personal circumstances. Approaching these situations with empathy and curiosity can lead to better outcomes. Implementing preventative strategies, such as clear house rules and guidelines, can help set expectations for guests before they arrive. This proactive approach minimises potential conflicts and misunderstandings. When conflicts arise, responding calmly and thoughtfully rather than reacting impulsively can lead to more constructive resolutions. It's essential to maintain composure and communicate boundaries clearly. Rewriting negative instructions (e.g., "Don't slam doors") into positive directives (e.g., "Please close doors quietly") can create a more welcoming atmosphere and guide guests toward appropriate behaviour without sounding punitive. BEST MOMENTS "If you want fewer awkward conversations, clearer boundaries, and a calmer hosting experience overall, this episode is for you." "You met one person with autism, you met one person with autism; that's as much as you understand about it in some ways." "I developed a technique of giving people an out when there's an issue." "Most people focus on what they don't want, but they've actually got no idea what they do want." 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. This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/