How Brian Chesky Built a People-First Company Culture Inspired by Zappos

When Airbnb was still in its early stages, co-founders Brian Chesky and Joe Gebbia faced a significant question: how could they build a company that inspired, motivated, and stayed true to its mission? Their answer came from Zappos, a company they admired for its exceptional customer service and employee culture. Before hiring anyone, Chesky and Gebbia traveled to Zappos to learn how to build culture from the ground up. Here’s how that trip shaped Airbnb's core values and approach to hiring, creating a foundation that still impacts the company today.

Brian Chesky, CEO, Airbnb

Photo: Bloomberg/David Paul Morris

Learning from Zappos: Crafting Culture with Core Values

On their visit to Zappos, Chesky and Gebbia weren’t there for a typical tour. They wanted to understand how Zappos’ values were woven into every level of the company. So, they met with Zappos employees and leaders to uncover what defined the company’s unique culture. Zappos’ values weren't just slogans; they were principles guiding the hiring, customer service, and decision-making at every level. Inspired, the Airbnb founders realized they needed to create core values to guide Airbnb’s growth and culture before hiring a single person.

Airbnb's Nine Core Values: Passion First

After returning from Zappos, Chesky and Gebbia created nine core values to define their company. These values weren’t just words on a wall—they became standards that every employee would be measured against. The first and perhaps most crucial core value was passion for Airbnb’s mission. When interviewing potential team members, Chesky would check if they had used the Airbnb platform and if they truly believed in what the company was trying to achieve.

This focus on passion wasn’t just a hiring preference; it became essential to Airbnb’s ethos. Hiring people who genuinely believed in Airbnb’s mission meant that every team member felt a personal connection to their work. This connection, combined with a deep respect for the values they upheld, has shaped Airbnb’s customer service, community building, and company success over the years.

Example: How Core Values Transform Culture

This approach to company culture is reminiscent of Apple’s hiring practices under Steve Jobs. Jobs famously valued employees who not only had the technical skills but also deeply cared about Apple’s vision. He sought people who would “bleed six colors,” a reference to Apple’s iconic rainbow logo. At both Airbnb and Apple, hiring people who were personally invested in the mission made an enormous difference, fostering a work environment where employees went above and beyond.

Culture as a Blueprint for Success

Airbnb’s focus on core values has set it apart, allowing the company to grow rapidly while retaining a consistent, customer-focused culture. The commitment to hiring people who align with its mission has helped Airbnb navigate both good and challenging times, keeping its culture strong and its employees motivated.

Airbnb’s story is a powerful example of how creating and committing to core values before hiring can lay a solid foundation for growth. It’s not just about building a company; it’s about building a community with a shared purpose. In today’s world, where employees seek more than just a paycheck, Airbnb’s approach to culture serves as a reminder: hire people who believe in the mission, and they’ll bring that passion to every part of their work.

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Source: Reid Hoffman and Brian Chesky (11/2/11)