Caring about customers and genuinely engaging with them can lead to valuable insights and opportunities that would not be possible otherwise. By taking the time to connect with and understand the needs of a single host, Joe was able to uncover a goldmine of knowledge and experiences that would have been missed if he had simply focused on superficial interactions with many hosts. This approach is exemplified in the original Airbnb founders, who genuinely cared about their first customers, remembered their names and life stories, and maintained connections with them. Their success was attributed to their focus on people, not just acquisition strategies.