I heard a woman shouting in distress, clearly overwhelmed.
I ran down four floors to see what was happening.
She had just arrived from overseas as a tourist to her Airbnb flat and realized the elevator wasn’t working – they needed to get up to the 5th floor with three heavy suitcases.
I did the obvious thing and helped carry them up with her husband.
What she didn’t know is that I’m also a host – I had arrived in the building to help my own guests with their luggage.
Customer service isn’t as complicated as you might think. A little empathy goes a long way, and it’s often the small acts that build a brand people genuinely want to recommend.
In the photo: the cute note and small gift she left me after I insisted I didn’t need any payment.
