Opening
Ramesh Johari (00:00:00): Marketplaces are a little bit like a game of whac-a-mole. One example that I came across with one of the companies I worked with that I love is our new supply side was having a pretty bad experience. Ramesh Johari (00:00:12): So what we decided to do is build some custom bespoke features that were really going to direct them to more experienced folks on the other side of the market. Good. And then, yeah, lo and behold, pretty soon those metrics start to look better....
The opener starts with biography before advice. That order makes the guest legible as a person before the listener extracts tactics.
Low-ego framing
Ramesh Johari (00:00:12): So what we decided to do is build some custom bespoke features that were really going to direct them to more experienced folks...
Uses we/us, uncertainty, or learner framing instead of performing authority.
Accept praise cleanly
Ramesh Johari (01:21:09): And I think that means a lot. I think that's something that I haven't found elsewhere. And if people wanted to know something about what's...
Accepts praise without shrinking from it or turning it into a performance.
Name the work
and feedback systems, even passive data collection, right? Did you leave your booking before you were supposed to leave? Well, maybe that's a sign that something didn't quite work out the way you...
Names a concrete strength, artifact, or contribution instead of offering generic praise.
Return warmth
. It's great to be on. Lenny (00:04:38): It's great to have you on. A big thank you to Riley Newman for connecting us. Riley was the first data scientist at Airbnb and head of data science at Airbnb,...
Matches the guest's warmth and keeps the social temperature generous.
Ask with curiosity
Ramesh Johari (00:22:54): Let's go back to kind of thinking about this concept of a...
Turns a moment that could become critique into a question about the guest's thinking.