Joe Koufman

I was able to convince the guest to remove the retaliatory review, but the lack of support from @Airbnb @AirbnbHelp was infuriating.

@AirbnbHelp was NO HELP. facebook.com/share/p/1M7n4Q…

A guest privately said they enjoyed their stay. After checkout, I requested reimbursement for damages (Airbnb later verified the damages and reimbursed me). Only then did the guest leave a public 1-star review. That is the definition of retaliation. @Airbnb @AirbnbHelp

I’ve been a @Airbnb Superhost for 6+ years with nearly a perfect 4.9+ rating. But one retaliatory 1-star review — left after I enforced Airbnb’s own damage policy — dropped my rating and exposed a huge flaw in Airbnb’s review system. @AirbnbHelp was no help

So disappointing that @Airbnb will not enforce its own policy and support its Superhosts.

Please help, @TaraBunch1

Hi @Airbnb @AirbnbHelp, as a 6-year Superhost with a 4.9+ rating, I received a retaliatory 1-star review after enforcing your damage policy. You reimbursed me for the damage, yet refused to remove the retaliatory review despite your own rules banning this. Please help.

At @AMAAtlanta, @Carters CMO @jeffmjenkins talked about SONBOT - sales over night, brand over time

Perhaps @alexverdugo93 is that guy.

An agency-client relationship is 65% Chemistry and 35% Capability. Don't believe us? After years of working as the #marketingmatchmaker, we know that Chemistry can make or break a partnership. Learn how to pick the right choice the first time below! setup.us/blog/why-chemi…

At the end of the year, I've enjoyed reading different entrepreneur updates and communications. I always find it fascinating to learn what's going on in a variety of businesses—what's going well, what's not going well, and especially where the entrepreneurs need help. There are a variety of styles. Some entrepreneurs are better storytellers and deliver great anecdotes, while others are more matter-of-fact and like sharing metrics and KPIs. There's no right or wrong communication style as long as it's productive and worthwhile. The only style that is destructive is no communication. Surprisingly, many entrepreneurs still don't share regular updates with their advisors, partners, and investors. That's a big no-no in my book. Now, for the entrepreneurs who do communicate regularly, which is most of them, there are a few best practices that I like to see: Connect the Reader with the Mission: Why are we here? Why are we on this mailing list? What are we trying to accomplish with this startup? While it might seem obvious from the entrepreneur's perspective, it's important to get in the reader's shoes and think of it from their perspective. Provide Highs and Lows: Too often, entrepreneurs use their regular communication as a hype session, trying to make it sound like everything is going well across all aspects of the startup. We know from experience that that's never the case. There are always challenges. It's important to have the hype, excitement, and energy in the communication while also level-setting that it is hard, there are challenges, and here are some of the current challenges. Again, be real with the challenges—don't sugarcoat them. Goals and Metrics: Every entrepreneur needs a simple one-page strategic plan at a bare minimum, and the regular communication should incorporate updates on the project goals as well as the quarterly and annual metric goals. Again, they should be succinct, understandable, and focused on the highest priority items. These goals and metrics should not be lower-level or department-specific. The most common ones are big, company-wide rocks that have to get moved, as well as metrics like revenue, profitability, cash in the bank, and burn rate. The metric goals should not be more fine-grained, low-level items unless they somehow tie in at a very strategic level. Consistency of Communication: Whether it's weekly, monthly, or quarterly, the most important thing is that it's done on a consistent basis. Too often, I see an entrepreneur get excited about providing updates, do it one or two times, and then fall off the wagon. If it's something that the entrepreneur is excited about and committed to, great—do it weekly or monthly at a minimum. If it's something that's really painful for the entrepreneur to do, try to convince them of the value of regular communication and provide it at a minimum quarterly. Personally, if the entrepreneur really enjoys it, they should do it weekly, as it's a great way to organize thoughts and priorities and reflect on what was learned the previous week. As a tool for the entrepreneur's own development, writing and synthesizing everything that's happened recently is a great exercise. Make It Reflect a Personality: Some entrepreneurs like to focus on the product and the innovation—great, reflect that in the communication. Some entrepreneurs like to focus on energy and momentum—great, reflect that in the communication. Some entrepreneurs love the people side and characters, both in and outside their business—great, reflect that in the communication. Entrepreneur updates and communication are more fun when they reflect the voice and style of the person behind them. Don't be afraid to make it feel and sound authentic. Ultimately, regular entrepreneur communication helps everyone. It helps the entrepreneur get their thoughts, metrics, goals, and reflections down in one place. It helps partners, mentors, advisors, and investors stay up-to-date with both the good and the bad, as well as ways they can help and contribute to the mission. And when the journey has come to a close, it provides a diary of sorts, documenting all the craziness and effort required to build something from nothing. Every entrepreneur should write a regular communication, and the best time to start is now.

At @AMAAtlanta, @RobinKTriplett from @CocaCola said: you build brands by reinforcing frequency over time.

Ian Anderson should have been the starter for the @Braves last night. He is healthy, pitching well, deep playoff experience, and has a "slow heartbeat."

Shoot ya shot, Tavares!

Fantastic @AMAAtlanta #loyalty panel including speakers from @TSmoothieCafe @RaceTrac @IHGhotels @Zaxbys @PapaJohns

Enjoying the @AMAAtlanta #CollegiateConference at @kennesawstate @ColesCollege

So far, the Christopher Walken BMW spot was the best of the #SuperBowlAds

What separates the everyday salesperson from top-tier growth talent? Setup's new SVP, Growth, Rhonda Beckmann, shares her perspective about "Navigating the World of Agency Growth," and how it's more personal than people realize. setup.us/blog/my-journe…

Setup is honored to feature Kaylin Durham, the Chief Customer Officer @AaronsCo, in the #CMOSpotlight! In the interview, she discusses the importance of having tough conversations, how to be intentional and brave in your career, and why she admires @Delta. setup.us/blog/cmo-spotl…