To create the best working environment for your team, you must create clarity. Do people know what needs to happen, why the work is important, and what success looks like? Do people know how their work fits into the bigger picture? Do people know what standard of quality needs to be met before their work is shipped or goes live? The best managers constantly clarify these things — in meetings, in emails, during one-on-ones. They also ask their team, “What isn’t clear?” or “What’s confusing?” or “What am I not explaining enough?”. Without clarity around the work, the work can’t get done well. There is literally no one else on the team whose job it is to create this clarity. It’s is solely up to you, as a manager, to make things as clear as possible.
In 2014, we took a deep dive into our data around negative booking experiences. And one clear bottleneck emerged: for a guest, the worst experience was getting no response to a booking request. In fact, they would try again less than a quarter of the time, far less than if the host had just said no. We were losing guests to a false impression that there was no liquidity in the market for them. For years, we’d offered an alternate, but largely unused, booking model called Instant Book. We were initially against promoting it because we wanted to give hosts flexibility but realized that the hosts who implemented Instant Book engaged with the product more. It was time to dust it off.