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If you want your company to truly scale, you first have to do things that don't scale. Handcraft the core experience. Get your hands dirty. Serve your customers one-by-one. And don't stop until you know exactly what they want. That's what Brian Chesky did. As CEO of Airbnb, Brian’s early work was more akin to a traveling salesman. He takes us back to his lean years – when he went door-to-door, meeting Airbnb hosts in person – and shares the imaginative route to crafting what he calls an "11-star experience.” Read Paul Graham: "In order to scale, you have to do things that don't scale." Read a transcript of this episode: https://mastersofscale.com Subscribe to the Masters of Scale weekly newsletter: http://eepurl.com/dlirtX Vote for us to win Best Business Podcast in the 2021 Webby Awards! https://vote.webbyawards.com/PublicVoting#/2021/podcasts/general-series/business