63. Superhost of Air BnB

Upon checking into the Air BnB apartment in Singapore, the guests were pleasantly surprised by the following:

  • Breakfast was stocked up in the fridge - yoghurt, juices, milk, bread, jam💖

  • There was a welcome handwritten note by the host, which read, "There is no need to replace the food in the fridge since these are meant specially for you." 💖

  • There were two Mass Rapid Transit (MRT) cards provided for guests' use. The host had already added a few dollars of credit in each so that the guests could start to take their first rides. 💖💖💖

  • An iPad was also provided for guests' use. 💖

  • Pre-arrival, the guests had emailed to ask the owner if their friend could drop by one of the days with his dog. The owner readily agreed, and prepared a plastic water bowl and doggie treats were also ready on standby. 💖💖 💖 (Note that the owner does not have any dogs or pets of his own.)

Service Bank: Minimum of 9 x 💖


Reflective thoughts: The superhost saw himself as more than just someone renting out his place for a few days. It was as if he felt truly vested in the total enjoyment of the guests' stay. That made the stay experience so exceptional. 

Think of one or two examples in your service blueprint that usually involve minimal engagement. Challenge yourself to transform these touch points into highly memorable experiences. 

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