Thread by @lennysan

How Airbnb, DoorDash, Uber, Instacart and Caviar onboarded new supply (Thread)

Airbnb: “For every new listing we brought onboard, we went through a 12-point checklist (e.g. number of pictures, length of title, etc), so that every listing that went live had a minimum standard..."

2/ "...and was immediately bookable for guests. After listing the spaces, local teams helped to educate the hosts at every single touchpoint. For example, when there was a booking request, the Sales and Account Manager called or emailed the host to explain what is happening..."

3/ "...and how to convert the request into an actual booking. This global operation was supported by a central data team that allowed us to compare progress across countries and share learnings." @georgbauser

4/ DoorDash: "First and foremost, the delivery experience reflects on the restaurant’s brand. We are taking ownership of their brand for a short period of time, which terrifies restaurants (understandably so!), and we take that responsibility very, very seriously. ..."

5/ "...We do a lot of unsexy operational work with restaurants in order to help them feel comfortable with this and to help them succeed. We have a whole team dedicated to merchant operations that helps restaurants understand what this experience (delivery) will do to..."

6/ "...their kitchen, how do you handle the logistics, how they fill orders, hour by hour. We walk them through the setup, how Dashers will do pickups, how to create a flow." @micahmoreau

7/ Instacart: "One element of quality in our marketplace is our product listing data. For the most part, our customers don’t buy items if they don’t have a good picture. So we went to incredible lengths to get image data for our catalog, even to the point where..."

8/ "...we would go to a store and buy one of every item just so that we could create the catalog for that store. With a high quality catalog we were able to offer customers a good experience, since what they ordered would be what showed up on their doorstep." @Max

9/ Uber: "Funny enough, in the early days, every driver was interviewed by an Uber employee. The first 20 were interviewed by Travis, trying to get to a certain personality." @andrewchen

10/ Caviar: "We found that food standards don't go down, what goes up and down is operations/reliability. In fact, ironically, some of the best restaurants might not have the best operations. So we had to really help work with the restaurant owners to focus on operations..."

11/ "... Because the diner lumps both things together. Quality = great food + great reliability." @gokulr

Much more in the full post 👇👇👇
lennyrachitsky.com/p/maintaining-…