Brian Chesky

I don't know if it's helped the OTAs, but it's helped us with customer service.

The cost per customer service tickets down 10%.

40% people who contact me, the AI solves the problem for them.

We brought it through the entire journey, so everything is really accelerating.

Yeah.

So it's a great thing.

I mean, really what I'm talking about has played out over like really five years and the term founder mode, what it really meant that Paul Graham wrote was about me like skipping layers of management and going into the details with teams.

And instead of trying, I mean, here's my advice.

If you're a CEO or a leader of a company, that's big.

Don't try to change the whole company.

Try to change a corner of the company.

It's kind of like, don't renovate the whole house, pick like one room and make it perfect and then go room to room.

So I really told teams like, hey, I actually didn't replace the team.

I took the team that was already working.

I handpicked some people on the team, but I really just taught them the pace, and I would review work very regularly.

So I'd sometimes review the work weekly or even daily,

to just teach them a level of intensity, a level of perfection, and it was unfamiliar and uncomfortable.

And I will tell you that not everyone liked it, and some people didn't stick around the company because they didn't like that way of working, but those who stuck around, and the vast majority did, they realized, wow, actually, when the CEO is involved, it's actually easier.

There's less bureaucracy.

I try to make the work better.