July 13, 2025 • 17 mins
In this episode of RV Rental Secrets, your hosts Garr and Stacy dig into one of the most important, yet often overlooked, keys to long-term success: taking the emotions out of business.
We kick things off by chatting about habits vs. routines and why creating healthy habits can keep you grounded as an entrepreneur. We also share how staying active and caring for your mind and body can bring clarity and energy into your business decisions.
Then, we dive into lessons from our Fireside Chats with long-time franchisees, highlighting how removing emotions has helped them thrive for years. We discuss:
✅ The difference between reacting and responding ✅ Why taking a pause can save you money (and headaches!) ✅ Creating clear policies to guide your decisions (like our 24-hour post-rental refund rule) ✅ Practical examples from real RV rental situations, including upset customers and on-the-road surprises ✅ How to reframe customer complaints and turn challenges into opportunities
We also share powerful mindset tips inspired by Tony Robbins, John Maxwell, and personal parenting experiences — all to help you lead with clarity and confidence.
Whether you’re a new business owner or a seasoned RV rental pro, this episode will equip you with strategies to stay calm, stay logical, and make better choices for your business (and life).
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:03):
All right, everybody.
Happy day.
Welcome to another episode of RV Rental Secrets podcast.
I'm here with my business partner, co-host, Stacy, making it happen.
Maxin.
Stacy, happy day.
How you doing? Good.
I'm, I'm excited to be recording another podcast and getting back into it.
(00:24):
I know.
Isn't it funny how we can just easily get out of routines or habits? That we really enjoy, and then you get back in and you're like, oh my gosh, why did I ever stop this? Yeah.
I feel like I've just done that with exercise recently too.
Maybe that's why I have more energy, you know? It's true.
Yeah.
I was just talking to Ben from the fireside team yesterday and he's like, man, girl, I was just feeling like down and this and that.
(00:49):
He's like, so I went to the gym and I did legs, and then I went on a jog and yeah, it's true when you're just, when you're moving.
It just releases chemicals and you feel good.
And, and I, you know, I love to say when I don't like routines, but I like habits.
Does that make sense or should I unpack that a little bit? I mean, it makes sense to me, but if, yeah, it might not make sense to everyone.
(01:14):
If you wanna explain a little bit more.
A little bit more, yeah.
So like, I like the habits, like I like the habit of, you know, I have my god time.
I like the habit of going on walks.
I like the habit of going on dates with my wife, but I don't like it to be routine.
Like, I like the variety of it, you know? So it's like, oh, well I'm gonna go on a walk early in the morning, or I'm gonna go on a walk this afternoon or so.
(01:39):
I don't like being stuck into like a routine to me that like, I feel trapped, but I love healthy habits, you know? I love positive, healthy habits.
So that's what I mean.
Yeah, that makes sense.
I was gonna say when we were talking about getting back into, you know, habits, consistency, routines one of the things that we've started again recently is our.
(02:00):
Fireside chats.
And what that is, is we meet with our franchise each each week and we like to do a little training and q and a and get everyone together.
And that's kind of how we build the community.
So last night we had DA on and I just went in last night.
He had been with us since 2018.
I didn't even realize that. 35 00:02:22,266.75283447 --> 00:02:23,256.75283447 Yeah, I know. 36 00:02:23,256.75283447 --> 00:02:24,576.75283447 Isn't that wild? Yeah. 37 00:02:24,576.75283447 --> 00:02:39,416.75283447 He is been with, with us since 2018 actually to our, my first ever location outside of mine was Kim in the upper peninsula and he is actually moving down to Florida now because of some health issues with his wife. 38 00:02:39,836.75283447 --> 00:02:42,806.75283447 And I'm like, wow, Kim, you've been with us since 2016. 39 00:02:42,806.75283447 --> 00:02:43,916.75283447 That's just so crazy. 40 00:02:44,396.75283447 --> 00:02:44,606.75283447 Yeah. 41 00:02:44,606.75283447 --> 00:02:48,371.75283447 Time flies we're, next year will be 10 years in. 42 00:02:49,481.75283447 --> 00:02:49,841.75283447 Yeah. 43 00:02:49,841.75283447 --> 00:02:50,801.75283447 That is crazy. 44 00:02:51,71.75283447 --> 00:02:52,121.75283447 Yeah, so deepen. 45 00:02:52,121.75283447 --> 00:03:08,531.75283447 He had some great information to share with everyone about events, but one of the things that spoke out to me is we were kind of talking about, you know, how to keep your business going after that many years and what to focus on. 46 00:03:08,831.75283447 --> 00:03:10,1.75283447 And he had said. 47 00:03:11,571.75283447 --> 00:03:16,971.75283447 Taking emotions out of business is what's helped him be so successful. 48 00:03:17,181.75283447 --> 00:03:19,221.75283447 So I thought that's what we could talk about today. 49 00:03:20,601.75283447 --> 00:03:21,711.75283447 Yeah, it's so true. 50 00:03:21,711.75283447 --> 00:03:22,491.75283447 It's such a good topic. 51 00:03:22,791.75283447 --> 00:03:24,561.75283447 Heck, take the emotions outta anything. 52 00:03:24,561.75283447 --> 00:03:26,181.75283447 Take the emotions out of parenting. 53 00:03:26,181.75283447 --> 00:03:28,491.75283447 Take the emotions out of marriage. 54 00:03:28,491.75283447 --> 00:03:55,461.75283447 Take the emotions out of physical activity, exercise, just like you just do it, you know? With that being said, I did a, a video recently and, and in this coaching I talked about upset customers and what I had recommended to take the emotions out of upset customers is, and, and really for anything is create a policy and stick to the policy. 55 00:03:55,761.75283447 --> 00:03:59,481.75283447 So with that, in regards to upset customers, what I had said was. 56 00:04:00,276.75283447 --> 00:04:10,326.75283447 You don't offer any sort of refunds, any sort of promises, any sort of anything until at least 24 hours after the booking has concluded. 57 00:04:11,406.75283447 --> 00:04:18,336.75283447 And, and I think that's a really powerful principle because your customer in the moment of something's not working. 58 00:04:18,981.75283447 --> 00:04:22,671.75283447 Or you in the moment of feeling bad for your customer if something's not working. 59 00:04:23,301.75283447 --> 00:04:27,231.75283447 We are prone to do things like, oh my gosh, I'm so sorry that happened. 60 00:04:27,591.75283447 --> 00:04:29,511.75283447 Let me give you 50% discount. 61 00:04:29,511.75283447 --> 00:04:31,71.75283447 Let me give you this, let me give you that. 62 00:04:31,491.75283447 --> 00:04:47,101.75283447 When honestly, if 24 hours after the booking is concluded and you've got the RV back in your possession, in your look, and you see, oh, it was actually user error, or, oh you follow up the renter and they're like, you know what? It's, it wasn't even that big of a deal. 63 00:04:47,101.75283447 --> 00:04:48,541.75283447 Thanks for hearing me out. 64 00:04:48,631.75283447 --> 00:04:58,351.75283447 You know, you'll find that we, some of the decisions we make in the moment in our emotions can end up costing us a lot of money and they just, they don't need to. 65 00:04:59,341.75283447 --> 00:05:00,481.75283447 Yeah, that's so true. 66 00:05:00,481.75283447 --> 00:05:18,611.75283447 So my husband, he does some RV tech calls for some of the franchises and he just had this situation the other day where the franchise thought that they had filled the fresh water tank but they hadn't used that unit before, so they didn't actually fill it. 67 00:05:19,61.75283447 --> 00:05:26,451.75283447 So the customer was somewhere they expected to have water and they found out it wasn't working because there was no water in the tank. 68 00:05:26,781.75283447 --> 00:05:30,711.75283447 So the franchise was like, oh my God, I gotta get water to them. 69 00:05:30,711.75283447 --> 00:05:33,681.75283447 Like I'm gonna drive an hour and a half to deliver them water. 70 00:05:34,101.75283447 --> 00:05:36,771.75283447 And my husband, Garth, he was like, well just wait. 71 00:05:36,831.75283447 --> 00:05:39,921.75283447 Like, let's talk to the customer, see what's going on. 72 00:05:40,251.75283447 --> 00:05:45,921.75283447 And we talked to the customer and they were like, oh, well they have showers here, like it's not a problem. 73 00:05:46,221.75283447 --> 00:05:54,471.75283447 So they were gonna take, you know, three hours out of their day to go deliver water to someone that wasn't even bothered by the situation. 74 00:05:54,816.75283447 --> 00:05:55,956.75283447 So, yeah, definitely. 75 00:05:55,956.75283447 --> 00:06:11,16.75283447 You know, take the emotions out, talk it through with the customer instead of, you know, having all of those emotions in your head of you think that that person is upset or you think they're going to request a refund. 76 00:06:11,196.75283447 --> 00:06:13,636.75283447 Like, just be logical and and talk it through. 77 00:06:13,986.75283447 --> 00:06:18,166.75283447 I call that a reaction or a response. 78 00:06:18,616.75283447 --> 00:06:28,776.75283447 And in what happens, I, I've been, I've been really studying the mind lately and how the mind works and how a thought enters our mind through one of our senses or a memory. 79 00:06:28,776.75283447 --> 00:06:31,176.75283447 And then it goes into something called our hippocampus. 80 00:06:31,176.75283447 --> 00:06:36,316.75283447 And our hippocampus takes that and goes, it is just amazing how our mind works. 81 00:06:36,736.75283447 --> 00:06:43,686.75283447 And, usually when a piece of information comes to us that's kind of offsetting, right? It's like, oh man. 82 00:06:43,986.75283447 --> 00:06:48,546.75283447 That's when we're, we have chemicals that are released into our mind, into our body. 83 00:06:48,546.75283447 --> 00:06:52,206.75283447 They get us tense and the emotions and anxiety and all these things. 84 00:06:52,686.75283447 --> 00:06:56,16.75283447 And in that moment we can react. 85 00:06:56,646.75283447 --> 00:07:01,416.75283447 But if we literally give ourselves a couple minutes to process the thought. 86 00:07:02,676.75283447 --> 00:07:05,766.75283447 To allow the chemicals in our brain to reside. 87 00:07:06,126.75283447 --> 00:07:12,366.75283447 Then we go from emotion back to logic, and then we can actually respond now instead of react. 88 00:07:12,366.75283447 --> 00:07:16,556.75283447 And what you find is things aren't as big of a deal as we make them. 89 00:07:16,556.75283447 --> 00:07:21,276.75283447 We just had the other day with one of our businesses just something goofy. 90 00:07:21,366.75283447 --> 00:07:30,751.75283447 Our dumpster wasn't empty, so we had all this trash piling up and my wife's like, what are we gonna do? What are we gonna do? What are we gonna do? I was like my mind hasn't told me yet, honey. 91 00:07:30,901.75283447 --> 00:07:38,791.75283447 Like I'm just gonna let this thought just kind of process in the back of my mind and then my mind will tell me once the solution comes. 92 00:07:39,421.75283447 --> 00:07:41,791.75283447 And it's funny 'cause that was the first time I've ever said it like that. 93 00:07:41,791.75283447 --> 00:07:43,321.75283447 Like, I don't know what we're gonna do yet. 94 00:07:43,321.75283447 --> 00:07:46,51.75283447 My mind hasn't presented me with the solution. 95 00:07:46,771.75283447 --> 00:07:48,811.75283447 And then it was like an hour or two later. 96 00:07:49,606.75283447 --> 00:07:51,166.75283447 And then all of a sudden I came up with the idea. 97 00:07:51,166.75283447 --> 00:07:55,906.75283447 I was like, oh, I'm just gonna load the trash in the back of my vehicle and bring it home and put it in my trash can. 98 00:07:55,906.75283447 --> 00:08:06,586.75283447 Like a solution presented itself within a couple hours where if I would've reacted, I probably would've called the trash company, paid them like $200 to come do an extra dump or something. 99 00:08:06,586.75283447 --> 00:08:10,826.75283447 And it was just something that really wasn't a big deal. 100 00:08:11,36.75283447 --> 00:08:14,696.75283447 But since all those chemicals were flowing and we were on all the emotions. 101 00:08:15,536.75283447 --> 00:08:19,316.75283447 I was about to make a decision that really it didn't have to be made in that moment. 102 00:08:19,406.75283447 --> 00:08:35,396.75283447 So yeah, I find it really helps when I'm stressed about something and trying to make a decision, like just separate myself from it and then I just like to go for a walk or you know, get outside, go play with the kids. 103 00:08:35,396.75283447 --> 00:08:38,876.75283447 And I feel like in those moments, that's when. 104 00:08:39,281.75283447 --> 00:08:50,411.75283447 Like that clarity happens when all of a sudden, since you're not thinking about it directly, like just everything comes to mind of like all these ideas that you can think of to solve the problem. 105 00:08:51,821.75283447 --> 00:08:52,331.75283447 Yeah. 106 00:08:52,421.75283447 --> 00:08:52,721.75283447 Yeah. 107 00:08:52,721.75283447 --> 00:08:54,251.75283447 It's so amazing when we do that. 108 00:08:54,731.75283447 --> 00:08:57,761.75283447 And Tony Robbins has some really good things that he teaches about that. 109 00:08:58,31.75283447 --> 00:09:04,421.75283447 And, and I just went through a John Maxwell coaching certification a while ago, and John Maxwell had some great stuff too. 110 00:09:04,421.75283447 --> 00:09:07,91.75283447 Like, hey, if there was a solution. 111 00:09:07,436.75283447 --> 00:09:23,616.75283447 What could it potentially be? Or if somebody else had this problem and I was helping them solve that, what would be three potential options I would give them? And what happens is when we give our mind a question, then our mind will start to work on the solution. 112 00:09:24,96.75283447 --> 00:09:32,886.75283447 But if we give our mind a, oh my gosh, this is horrible, it's all gonna come crashing down, then guess what Our brain does? Our brain will start to find supporting evidence. 113 00:09:33,261.75283447 --> 00:09:34,791.75283447 For that thought that we just fed it. 114 00:09:34,791.75283447 --> 00:09:38,91.75283447 So our brain, literally, it's there to work for us. 115 00:09:38,491.75283447 --> 00:09:48,871.75283447 But we gotta let, we gotta know how to put our brain to work because we can literally send our brain in a direction that it shouldn't go, and it's gonna look for supporting information. 116 00:09:49,291.75283447 --> 00:09:50,461.75283447 Or we can tell our brain. 117 00:09:51,541.75283447 --> 00:10:10,171.75283447 You know, Hey, what would the potential solution be? Or we can even go a step further than that and we could say, man, how am I going to feel once this problem has been solved? And you literally will start to feel the feelings of, of comfort and joy and all these things, and you haven't even figured out the problem yet. 118 00:10:10,531.75283447 --> 00:10:17,551.75283447 And now that you've changed the chemi chemistry in your brain because you're already feeling the relief of having the solution that you don't even have yet. 119 00:10:18,121.75283447 --> 00:10:21,901.75283447 Then all of a sudden, bam, your brain comes alive and you think of a solution. 120 00:10:23,641.75283447 --> 00:10:24,871.75283447 Yeah, that's a good point. 121 00:10:25,648.41950113 --> 00:10:30,988.41950113 It's so amazing how, how the mind works and, and how it can either work for us or against us. 122 00:10:30,988.41950113 --> 00:10:35,278.41950113 It, it's literally, it looks for supporting evidence of whatever we tell it. 123 00:10:35,788.41950113 --> 00:10:35,969.41950113 It's crazy. 124 00:10:37,78.41950113 --> 00:10:42,508.41950113 Yeah, I think journaling can really help too, if it's, you know, a bigger problem. 125 00:10:42,698.41950113 --> 00:10:50,778.41950113 Not just a customer complaint, but when you're trying to think of goals in your business and where you wanna see yourself in three to five years. 126 00:10:51,168.41950113 --> 00:11:01,728.41950113 Like, writing that down in journaling or, I know we've talked too previously about asking chat GPT, so if it's, one of those minor customer complaints. 127 00:11:02,88.41950113 --> 00:11:13,728.41950113 Like that's a good way to take the emotion out of it is just by asking, AI a bot that's not gonna have any emotions, and it'll give you some logical solutions. 128 00:11:15,108.41950113 --> 00:11:15,558.41950113 Yeah. 129 00:11:15,558.41950113 --> 00:11:16,788.41950113 That's such good advice. 130 00:11:16,788.41950113 --> 00:11:17,58.41950113 Yeah. 131 00:11:17,118.41950113 --> 00:11:28,978.41950113 Because it is, you're just taking the emotion out of it, you know, and, even just telling a customer, because we're the, day that we live in, we're so used to things happening so fast with drive-throughs and. 132 00:11:29,673.41950113 --> 00:11:34,953.41950113 Amazon Prime and, and scrolling through social, all the things we're so used to them happening so fast. 133 00:11:35,433.41950113 --> 00:11:39,753.41950113 What we need to do in those moments where the emotions rise is we need to learn to slow down. 134 00:11:39,753.41950113 --> 00:11:52,543.41950113 So a customer messages about something, say you're running a fleet like our franchisees are, and you're driver messages with a problem or something is, is simply say, Hey, I received your message. 135 00:11:52,573.41950113 --> 00:11:54,103.41950113 Let me think about that for a minute. 136 00:11:54,853.41950113 --> 00:11:56,358.41950113 I'll get back to you here in just a second. 137 00:11:57,578.41950113 --> 00:12:02,978.41950113 Then literally just telling your brain, alright, I, I'm gonna get back to them within the next hour. 138 00:12:05,48.41950113 --> 00:12:09,788.41950113 That's going to have all the emotions subside, the chemicals are gonna balance out. 139 00:12:10,328.41950113 --> 00:12:14,228.41950113 And then that allows your brain to open up to start thinking of the solutions. 140 00:12:14,798.41950113 --> 00:12:24,3.41950113 But unfortunately, if we don't do that, if we stand the emotions of the moment, what we're typically gonna do is we're gonna get defensive, we're gonna defend our point. 141 00:12:24,768.41950113 --> 00:12:27,978.41950113 And we're gonna end up in an argument and it just doesn't need to happen. 142 00:12:27,978.41950113 --> 00:12:31,998.41950113 Just like Stacy said, you know, the renters ended up saying, oh yeah, there's showers here. 143 00:12:31,998.41950113 --> 00:12:32,838.41950113 Not a big deal. 144 00:12:33,168.41950113 --> 00:12:34,458.41950113 You know? Yeah. 145 00:12:34,458.41950113 --> 00:12:39,438.41950113 We always make it seem to be a bigger deal than it is. 146 00:12:39,438.41950113 --> 00:12:41,333.41950113 I think just because I. 147 00:12:42,48.41950113 --> 00:12:44,508.41950113 I know personally I like to please everyone. 148 00:12:44,598.41950113 --> 00:12:50,388.41950113 So it's like I take that so personally as like a sign of defeat if something goes wrong. 149 00:12:50,718.41950113 --> 00:12:54,18.41950113 So yeah, to, to separate from myself from that. 150 00:12:54,18.41950113 --> 00:12:55,848.41950113 And my husband is very good at that. 151 00:12:56,178.41950113 --> 00:12:59,989.41950113 So I used to kind of always have him solve those problems for me. 152 00:13:00,618.41950113 --> 00:13:05,598.41950113 So if you have someone like that in your corner, you know, that can be a good way is delegation as well. 153 00:13:07,98.41950113 --> 00:13:07,338.41950113 Yeah. 154 00:13:07,338.41950113 --> 00:13:07,728.41950113 Oh yeah. 155 00:13:07,728.41950113 --> 00:13:08,358.41950113 It's so true. 156 00:13:08,448.41950113 --> 00:13:08,988.41950113 Definitely. 157 00:13:09,438.41950113 --> 00:13:17,848.41950113 You know, and it makes me think too of this parenting book that my wife and I read years ago that we've reread and referenced and watched the trainings on. 158 00:13:17,848.41950113 --> 00:13:20,578.41950113 It's called Loving Your Kids On Purpose by Danny Silk. 159 00:13:21,208.41950113 --> 00:13:24,628.41950113 And he has several one-liners that he taught. 160 00:13:25,168.41950113 --> 00:13:30,13.41950113 When your kids are in the emotions of, I'm not cleaning my room, you're the worst parent ever, blah, blah, blah, blah, blah. 161 00:13:30,463.41950113 --> 00:13:33,763.41950113 Just very simple things that you can say, like, I know. 162 00:13:34,138.41950113 --> 00:13:35,428.41950113 Yeah, probably. 163 00:13:35,428.41950113 --> 00:13:41,458.41950113 So that may be like those three one-liners are kids freaking out. 164 00:13:41,758.41950113 --> 00:13:43,528.41950113 I'm not gonna brush my teeth because blah, blah, blah. 165 00:13:44,308.41950113 --> 00:13:44,968.41950113 I know. 166 00:13:45,598.41950113 --> 00:13:49,288.41950113 And they're like, what? Like you're not gonna just argue back at me. 167 00:13:49,738.41950113 --> 00:13:51,478.41950113 And they're like, well then blah, blah, blah, blah, blah. 168 00:13:51,478.41950113 --> 00:13:53,8.41950113 You're like, yeah, probably so. 169 00:13:53,548.41950113 --> 00:13:54,688.41950113 And then they make another point. 170 00:13:54,688.41950113 --> 00:13:59,398.41950113 You're like, yeah, that may be So when you don't feed into the emotion and you just. 171 00:13:59,668.41950113 --> 00:14:04,948.41950113 Have a simple statement like that where you're acknowledging their statement, but you're not feeding into it emotionally. 172 00:14:05,398.41950113 --> 00:14:06,568.41950113 It's just so powerful. 173 00:14:06,568.41950113 --> 00:14:11,908.41950113 It's such an easy way to kind of diffuse and, and start to deescalate the situation. 174 00:14:12,658.41950113 --> 00:14:18,868.41950113 Yeah, and I mean really like most of the time we're not dealing with life or death situations. 175 00:14:18,868.41950113 --> 00:14:25,258.41950113 You know, there may be the rare occurrence where someone's in an accident or there's something that's major, but I mean. 176 00:14:26,128.41950113 --> 00:14:35,608.41950113 Most of the times it's just little complaints where, yeah, someone doesn't have water or their air conditioning isn't as cold as they thought it was gonna be. 177 00:14:35,638.41950113 --> 00:14:43,828.41950113 Like, we're just in the business of trying to get people to have good vacations and have a good time and you know, just have fun with it. 178 00:14:45,343.41950113 --> 00:14:52,273.41950113 Yeah, and there's always something positive, right? So like Stacy just said, you know, this scenario or that scenario. 179 00:14:52,603.41950113 --> 00:14:58,93.41950113 So what you could do in a situation, somebody messages you, Hey, A, B, C isn't working. 180 00:14:58,423.41950113 --> 00:15:11,983.41950113 You can literally reframe that back to them in the form of a question by saying, okay, so just to confirm, you're at the campsite, everything's all set up, you're all settled in the acs on powers there. 181 00:15:12,853.41950113 --> 00:15:20,333.41950113 But this one slide out is only coming halfway out, right? So you just, you just Tony Robbins kind of calls it like a gratitude stack. 182 00:15:20,333.41950113 --> 00:15:27,803.41950113 So you just stack them with like 10 things in a row that are all going right and the one thing that's going wrong, and they're like, yeah, that's right. 183 00:15:27,803.41950113 --> 00:15:28,73.41950113 You say. 184 00:15:28,253.41950113 --> 00:15:28,613.41950113 Okay. 185 00:15:28,613.41950113 --> 00:15:28,883.41950113 Great. 186 00:15:28,883.41950113 --> 00:15:30,893.41950113 I'm glad to hear all those things are going good for you. 187 00:15:31,313.41950113 --> 00:15:32,423.41950113 Why don't you gimme a little bit of time here. 188 00:15:32,423.41950113 --> 00:15:34,913.41950113 I'm gonna do some research on that one issue that you're having. 189 00:15:35,363.41950113 --> 00:15:35,513.41950113 Yeah. 190 00:15:35,513.41950113 --> 00:15:36,803.41950113 I'll go ahead and enjoy. 191 00:15:37,143.41950113 --> 00:15:38,643.41950113 I'll get back with you here in a little bit. 192 00:15:39,348.41950113 --> 00:15:40,938.41950113 It's just a simple way, right. 193 00:15:40,938.41950113 --> 00:15:44,148.41950113 To reframe to them all the things that are going right. 194 00:15:44,848.41950113 --> 00:15:46,648.41950113 In comparison to the one thing that isn't. 195 00:15:47,938.41950113 --> 00:15:49,48.41950113 Yeah, that's so true. 196 00:15:49,138.41950113 --> 00:15:51,358.41950113 I feel like you may have used that on me sometime. 197 00:15:52,743.41950113 --> 00:15:53,603.41950113 Now I know your secret. 198 00:15:55,588.41950113 --> 00:15:56,578.41950113 Yeah, it's true. 199 00:15:56,608.41950113 --> 00:16:02,788.41950113 It's, it's just so, such a simple way of recapping everything, right? Like, okay, so all these things are happening that are positive. 200 00:16:03,268.41950113 --> 00:16:04,108.41950113 Oh, and they're okay. 201 00:16:04,108.41950113 --> 00:16:04,498.41950113 That's right. 202 00:16:04,498.41950113 --> 00:16:06,598.41950113 And then you said, here's the one thing that isn't, you know. 203 00:16:07,483.41950113 --> 00:16:10,3.41950113 Well, I'd say let's go ahead and let's call that an episode. 204 00:16:10,3.41950113 --> 00:16:17,773.41950113 I feel like we hopefully dropped some good nuggets of value on you guys, and at the end of the day to recap it's response overreaction. 205 00:16:18,553.41950113 --> 00:16:38,108.41950113 Our brains are wired to release chemicals, right? We see a picture of one of our kids when they were a baby, all swaddled up, and all these emotions and chemicals are released, and then on the opposite side of it, right, we see the picture of when we bashed into a wall and we had the insurance claim and all the emotions of that accident come rushing back. 206 00:16:38,773.41950113 --> 00:16:39,553.41950113 That's what happens. 207 00:16:39,553.41950113 --> 00:16:45,973.4195011 Our, we have a memory, something comes in through our senses and it releases chemicals. 208 00:16:46,33.4195011 --> 00:16:49,363.4195011 Within 30 seconds, two minutes, those chemicals subside. 209 00:16:49,843.4195011 --> 00:16:51,523.4195011 We go back to a logical state. 210 00:16:51,583.4195011 --> 00:16:54,313.4195011 Just remind, remember, remind yourself of that. 211 00:16:54,553.4195011 --> 00:16:56,83.4195011 Even remind your renter of that. 212 00:16:56,113.4195011 --> 00:16:58,993.4195011 Hey, I know this might feel horrible right now, but we're gonna get through this. 213 00:16:59,53.4195011 --> 00:16:59,923.4195011 I wanna encourage you. 214 00:17:00,673.4195011 --> 00:17:04,463.4195011 And then also I think, a really powerful principle. 215 00:17:04,883.4195011 --> 00:17:10,73.4195011 Is just having that practice in place of saying, Hey, sorry, that's happened. 216 00:17:10,343.4195011 --> 00:17:20,843.4195011 And obviously the renters, they're always asking for stuff in the mail that saying, Hey, our company policy is, is we don't do any of that until 24 hours after the vehicle is back into our possession. 217 00:17:21,378.4195011 --> 00:17:25,698.4195011 Don't worry if there is an issue, we do wanna make it right, but that's our policy. 218 00:17:25,908.4195011 --> 00:17:27,918.4195011 Let's focus on the issue at hand right now. 219 00:17:27,918.4195011 --> 00:17:35,658.4195011 Not worry about, you know, the 150% discount you're asking for, get them through the rental and then you'll find a lot of these situations resolve themselves. 220 00:17:37,98.4195011 --> 00:17:39,348.4195011 Yeah, that's great advice right there. 221 00:17:40,308.4195011 --> 00:17:40,998.4195011 Awesome y'all. 222 00:17:40,998.4195011 --> 00:17:47,988.4195011 Well, thanks for joining us on this episode of RV Rental Secrets podcast and we will see you guys on the next God bless.
All right, everybody.
Happy day.
Welcome to another episode of RV Rental Secrets podcast.
I'm here with my business partner, co-host, Stacy, making it happen.
Maxin.
Stacy, happy day.
How you doing? Good.
I'm, I'm excited to be recording another podcast and getting back into it.
(00:24):
I know.
Isn't it funny how we can just easily get out of routines or habits? That we really enjoy, and then you get back in and you're like, oh my gosh, why did I ever stop this? Yeah.
I feel like I've just done that with exercise recently too.
Maybe that's why I have more energy, you know? It's true.
Yeah.
I was just talking to Ben from the fireside team yesterday and he's like, man, girl, I was just feeling like down and this and that.
(00:49):
He's like, so I went to the gym and I did legs, and then I went on a jog and yeah, it's true when you're just, when you're moving.
It just releases chemicals and you feel good.
And, and I, you know, I love to say when I don't like routines, but I like habits.
Does that make sense or should I unpack that a little bit? I mean, it makes sense to me, but if, yeah, it might not make sense to everyone.
(01:14):
If you wanna explain a little bit more.
A little bit more, yeah.
So like, I like the habits, like I like the habit of, you know, I have my god time.
I like the habit of going on walks.
I like the habit of going on dates with my wife, but I don't like it to be routine.
Like, I like the variety of it, you know? So it's like, oh, well I'm gonna go on a walk early in the morning, or I'm gonna go on a walk this afternoon or so.
(01:39):
I don't like being stuck into like a routine to me that like, I feel trapped, but I love healthy habits, you know? I love positive, healthy habits.
So that's what I mean.
Yeah, that makes sense.
I was gonna say when we were talking about getting back into, you know, habits, consistency, routines one of the things that we've started again recently is our.
(02:00):
Fireside chats.
And what that is, is we meet with our franchise each each week and we like to do a little training and q and a and get everyone together.
And that's kind of how we build the community.
So last night we had DA on and I just went in last night.
He had been with us since 2018.
I didn't even realize that. 35 00:02:22,266.75283447 --> 00:02:23,256.75283447 Yeah, I know. 36 00:02:23,256.75283447 --> 00:02:24,576.75283447 Isn't that wild? Yeah. 37 00:02:24,576.75283447 --> 00:02:39,416.75283447 He is been with, with us since 2018 actually to our, my first ever location outside of mine was Kim in the upper peninsula and he is actually moving down to Florida now because of some health issues with his wife. 38 00:02:39,836.75283447 --> 00:02:42,806.75283447 And I'm like, wow, Kim, you've been with us since 2016. 39 00:02:42,806.75283447 --> 00:02:43,916.75283447 That's just so crazy. 40 00:02:44,396.75283447 --> 00:02:44,606.75283447 Yeah. 41 00:02:44,606.75283447 --> 00:02:48,371.75283447 Time flies we're, next year will be 10 years in. 42 00:02:49,481.75283447 --> 00:02:49,841.75283447 Yeah. 43 00:02:49,841.75283447 --> 00:02:50,801.75283447 That is crazy. 44 00:02:51,71.75283447 --> 00:02:52,121.75283447 Yeah, so deepen. 45 00:02:52,121.75283447 --> 00:03:08,531.75283447 He had some great information to share with everyone about events, but one of the things that spoke out to me is we were kind of talking about, you know, how to keep your business going after that many years and what to focus on. 46 00:03:08,831.75283447 --> 00:03:10,1.75283447 And he had said. 47 00:03:11,571.75283447 --> 00:03:16,971.75283447 Taking emotions out of business is what's helped him be so successful. 48 00:03:17,181.75283447 --> 00:03:19,221.75283447 So I thought that's what we could talk about today. 49 00:03:20,601.75283447 --> 00:03:21,711.75283447 Yeah, it's so true. 50 00:03:21,711.75283447 --> 00:03:22,491.75283447 It's such a good topic. 51 00:03:22,791.75283447 --> 00:03:24,561.75283447 Heck, take the emotions outta anything. 52 00:03:24,561.75283447 --> 00:03:26,181.75283447 Take the emotions out of parenting. 53 00:03:26,181.75283447 --> 00:03:28,491.75283447 Take the emotions out of marriage. 54 00:03:28,491.75283447 --> 00:03:55,461.75283447 Take the emotions out of physical activity, exercise, just like you just do it, you know? With that being said, I did a, a video recently and, and in this coaching I talked about upset customers and what I had recommended to take the emotions out of upset customers is, and, and really for anything is create a policy and stick to the policy. 55 00:03:55,761.75283447 --> 00:03:59,481.75283447 So with that, in regards to upset customers, what I had said was. 56 00:04:00,276.75283447 --> 00:04:10,326.75283447 You don't offer any sort of refunds, any sort of promises, any sort of anything until at least 24 hours after the booking has concluded. 57 00:04:11,406.75283447 --> 00:04:18,336.75283447 And, and I think that's a really powerful principle because your customer in the moment of something's not working. 58 00:04:18,981.75283447 --> 00:04:22,671.75283447 Or you in the moment of feeling bad for your customer if something's not working. 59 00:04:23,301.75283447 --> 00:04:27,231.75283447 We are prone to do things like, oh my gosh, I'm so sorry that happened. 60 00:04:27,591.75283447 --> 00:04:29,511.75283447 Let me give you 50% discount. 61 00:04:29,511.75283447 --> 00:04:31,71.75283447 Let me give you this, let me give you that. 62 00:04:31,491.75283447 --> 00:04:47,101.75283447 When honestly, if 24 hours after the booking is concluded and you've got the RV back in your possession, in your look, and you see, oh, it was actually user error, or, oh you follow up the renter and they're like, you know what? It's, it wasn't even that big of a deal. 63 00:04:47,101.75283447 --> 00:04:48,541.75283447 Thanks for hearing me out. 64 00:04:48,631.75283447 --> 00:04:58,351.75283447 You know, you'll find that we, some of the decisions we make in the moment in our emotions can end up costing us a lot of money and they just, they don't need to. 65 00:04:59,341.75283447 --> 00:05:00,481.75283447 Yeah, that's so true. 66 00:05:00,481.75283447 --> 00:05:18,611.75283447 So my husband, he does some RV tech calls for some of the franchises and he just had this situation the other day where the franchise thought that they had filled the fresh water tank but they hadn't used that unit before, so they didn't actually fill it. 67 00:05:19,61.75283447 --> 00:05:26,451.75283447 So the customer was somewhere they expected to have water and they found out it wasn't working because there was no water in the tank. 68 00:05:26,781.75283447 --> 00:05:30,711.75283447 So the franchise was like, oh my God, I gotta get water to them. 69 00:05:30,711.75283447 --> 00:05:33,681.75283447 Like I'm gonna drive an hour and a half to deliver them water. 70 00:05:34,101.75283447 --> 00:05:36,771.75283447 And my husband, Garth, he was like, well just wait. 71 00:05:36,831.75283447 --> 00:05:39,921.75283447 Like, let's talk to the customer, see what's going on. 72 00:05:40,251.75283447 --> 00:05:45,921.75283447 And we talked to the customer and they were like, oh, well they have showers here, like it's not a problem. 73 00:05:46,221.75283447 --> 00:05:54,471.75283447 So they were gonna take, you know, three hours out of their day to go deliver water to someone that wasn't even bothered by the situation. 74 00:05:54,816.75283447 --> 00:05:55,956.75283447 So, yeah, definitely. 75 00:05:55,956.75283447 --> 00:06:11,16.75283447 You know, take the emotions out, talk it through with the customer instead of, you know, having all of those emotions in your head of you think that that person is upset or you think they're going to request a refund. 76 00:06:11,196.75283447 --> 00:06:13,636.75283447 Like, just be logical and and talk it through. 77 00:06:13,986.75283447 --> 00:06:18,166.75283447 I call that a reaction or a response. 78 00:06:18,616.75283447 --> 00:06:28,776.75283447 And in what happens, I, I've been, I've been really studying the mind lately and how the mind works and how a thought enters our mind through one of our senses or a memory. 79 00:06:28,776.75283447 --> 00:06:31,176.75283447 And then it goes into something called our hippocampus. 80 00:06:31,176.75283447 --> 00:06:36,316.75283447 And our hippocampus takes that and goes, it is just amazing how our mind works. 81 00:06:36,736.75283447 --> 00:06:43,686.75283447 And, usually when a piece of information comes to us that's kind of offsetting, right? It's like, oh man. 82 00:06:43,986.75283447 --> 00:06:48,546.75283447 That's when we're, we have chemicals that are released into our mind, into our body. 83 00:06:48,546.75283447 --> 00:06:52,206.75283447 They get us tense and the emotions and anxiety and all these things. 84 00:06:52,686.75283447 --> 00:06:56,16.75283447 And in that moment we can react. 85 00:06:56,646.75283447 --> 00:07:01,416.75283447 But if we literally give ourselves a couple minutes to process the thought. 86 00:07:02,676.75283447 --> 00:07:05,766.75283447 To allow the chemicals in our brain to reside. 87 00:07:06,126.75283447 --> 00:07:12,366.75283447 Then we go from emotion back to logic, and then we can actually respond now instead of react. 88 00:07:12,366.75283447 --> 00:07:16,556.75283447 And what you find is things aren't as big of a deal as we make them. 89 00:07:16,556.75283447 --> 00:07:21,276.75283447 We just had the other day with one of our businesses just something goofy. 90 00:07:21,366.75283447 --> 00:07:30,751.75283447 Our dumpster wasn't empty, so we had all this trash piling up and my wife's like, what are we gonna do? What are we gonna do? What are we gonna do? I was like my mind hasn't told me yet, honey. 91 00:07:30,901.75283447 --> 00:07:38,791.75283447 Like I'm just gonna let this thought just kind of process in the back of my mind and then my mind will tell me once the solution comes. 92 00:07:39,421.75283447 --> 00:07:41,791.75283447 And it's funny 'cause that was the first time I've ever said it like that. 93 00:07:41,791.75283447 --> 00:07:43,321.75283447 Like, I don't know what we're gonna do yet. 94 00:07:43,321.75283447 --> 00:07:46,51.75283447 My mind hasn't presented me with the solution. 95 00:07:46,771.75283447 --> 00:07:48,811.75283447 And then it was like an hour or two later. 96 00:07:49,606.75283447 --> 00:07:51,166.75283447 And then all of a sudden I came up with the idea. 97 00:07:51,166.75283447 --> 00:07:55,906.75283447 I was like, oh, I'm just gonna load the trash in the back of my vehicle and bring it home and put it in my trash can. 98 00:07:55,906.75283447 --> 00:08:06,586.75283447 Like a solution presented itself within a couple hours where if I would've reacted, I probably would've called the trash company, paid them like $200 to come do an extra dump or something. 99 00:08:06,586.75283447 --> 00:08:10,826.75283447 And it was just something that really wasn't a big deal. 100 00:08:11,36.75283447 --> 00:08:14,696.75283447 But since all those chemicals were flowing and we were on all the emotions. 101 00:08:15,536.75283447 --> 00:08:19,316.75283447 I was about to make a decision that really it didn't have to be made in that moment. 102 00:08:19,406.75283447 --> 00:08:35,396.75283447 So yeah, I find it really helps when I'm stressed about something and trying to make a decision, like just separate myself from it and then I just like to go for a walk or you know, get outside, go play with the kids. 103 00:08:35,396.75283447 --> 00:08:38,876.75283447 And I feel like in those moments, that's when. 104 00:08:39,281.75283447 --> 00:08:50,411.75283447 Like that clarity happens when all of a sudden, since you're not thinking about it directly, like just everything comes to mind of like all these ideas that you can think of to solve the problem. 105 00:08:51,821.75283447 --> 00:08:52,331.75283447 Yeah. 106 00:08:52,421.75283447 --> 00:08:52,721.75283447 Yeah. 107 00:08:52,721.75283447 --> 00:08:54,251.75283447 It's so amazing when we do that. 108 00:08:54,731.75283447 --> 00:08:57,761.75283447 And Tony Robbins has some really good things that he teaches about that. 109 00:08:58,31.75283447 --> 00:09:04,421.75283447 And, and I just went through a John Maxwell coaching certification a while ago, and John Maxwell had some great stuff too. 110 00:09:04,421.75283447 --> 00:09:07,91.75283447 Like, hey, if there was a solution. 111 00:09:07,436.75283447 --> 00:09:23,616.75283447 What could it potentially be? Or if somebody else had this problem and I was helping them solve that, what would be three potential options I would give them? And what happens is when we give our mind a question, then our mind will start to work on the solution. 112 00:09:24,96.75283447 --> 00:09:32,886.75283447 But if we give our mind a, oh my gosh, this is horrible, it's all gonna come crashing down, then guess what Our brain does? Our brain will start to find supporting evidence. 113 00:09:33,261.75283447 --> 00:09:34,791.75283447 For that thought that we just fed it. 114 00:09:34,791.75283447 --> 00:09:38,91.75283447 So our brain, literally, it's there to work for us. 115 00:09:38,491.75283447 --> 00:09:48,871.75283447 But we gotta let, we gotta know how to put our brain to work because we can literally send our brain in a direction that it shouldn't go, and it's gonna look for supporting information. 116 00:09:49,291.75283447 --> 00:09:50,461.75283447 Or we can tell our brain. 117 00:09:51,541.75283447 --> 00:10:10,171.75283447 You know, Hey, what would the potential solution be? Or we can even go a step further than that and we could say, man, how am I going to feel once this problem has been solved? And you literally will start to feel the feelings of, of comfort and joy and all these things, and you haven't even figured out the problem yet. 118 00:10:10,531.75283447 --> 00:10:17,551.75283447 And now that you've changed the chemi chemistry in your brain because you're already feeling the relief of having the solution that you don't even have yet. 119 00:10:18,121.75283447 --> 00:10:21,901.75283447 Then all of a sudden, bam, your brain comes alive and you think of a solution. 120 00:10:23,641.75283447 --> 00:10:24,871.75283447 Yeah, that's a good point. 121 00:10:25,648.41950113 --> 00:10:30,988.41950113 It's so amazing how, how the mind works and, and how it can either work for us or against us. 122 00:10:30,988.41950113 --> 00:10:35,278.41950113 It, it's literally, it looks for supporting evidence of whatever we tell it. 123 00:10:35,788.41950113 --> 00:10:35,969.41950113 It's crazy. 124 00:10:37,78.41950113 --> 00:10:42,508.41950113 Yeah, I think journaling can really help too, if it's, you know, a bigger problem. 125 00:10:42,698.41950113 --> 00:10:50,778.41950113 Not just a customer complaint, but when you're trying to think of goals in your business and where you wanna see yourself in three to five years. 126 00:10:51,168.41950113 --> 00:11:01,728.41950113 Like, writing that down in journaling or, I know we've talked too previously about asking chat GPT, so if it's, one of those minor customer complaints. 127 00:11:02,88.41950113 --> 00:11:13,728.41950113 Like that's a good way to take the emotion out of it is just by asking, AI a bot that's not gonna have any emotions, and it'll give you some logical solutions. 128 00:11:15,108.41950113 --> 00:11:15,558.41950113 Yeah. 129 00:11:15,558.41950113 --> 00:11:16,788.41950113 That's such good advice. 130 00:11:16,788.41950113 --> 00:11:17,58.41950113 Yeah. 131 00:11:17,118.41950113 --> 00:11:28,978.41950113 Because it is, you're just taking the emotion out of it, you know, and, even just telling a customer, because we're the, day that we live in, we're so used to things happening so fast with drive-throughs and. 132 00:11:29,673.41950113 --> 00:11:34,953.41950113 Amazon Prime and, and scrolling through social, all the things we're so used to them happening so fast. 133 00:11:35,433.41950113 --> 00:11:39,753.41950113 What we need to do in those moments where the emotions rise is we need to learn to slow down. 134 00:11:39,753.41950113 --> 00:11:52,543.41950113 So a customer messages about something, say you're running a fleet like our franchisees are, and you're driver messages with a problem or something is, is simply say, Hey, I received your message. 135 00:11:52,573.41950113 --> 00:11:54,103.41950113 Let me think about that for a minute. 136 00:11:54,853.41950113 --> 00:11:56,358.41950113 I'll get back to you here in just a second. 137 00:11:57,578.41950113 --> 00:12:02,978.41950113 Then literally just telling your brain, alright, I, I'm gonna get back to them within the next hour. 138 00:12:05,48.41950113 --> 00:12:09,788.41950113 That's going to have all the emotions subside, the chemicals are gonna balance out. 139 00:12:10,328.41950113 --> 00:12:14,228.41950113 And then that allows your brain to open up to start thinking of the solutions. 140 00:12:14,798.41950113 --> 00:12:24,3.41950113 But unfortunately, if we don't do that, if we stand the emotions of the moment, what we're typically gonna do is we're gonna get defensive, we're gonna defend our point. 141 00:12:24,768.41950113 --> 00:12:27,978.41950113 And we're gonna end up in an argument and it just doesn't need to happen. 142 00:12:27,978.41950113 --> 00:12:31,998.41950113 Just like Stacy said, you know, the renters ended up saying, oh yeah, there's showers here. 143 00:12:31,998.41950113 --> 00:12:32,838.41950113 Not a big deal. 144 00:12:33,168.41950113 --> 00:12:34,458.41950113 You know? Yeah. 145 00:12:34,458.41950113 --> 00:12:39,438.41950113 We always make it seem to be a bigger deal than it is. 146 00:12:39,438.41950113 --> 00:12:41,333.41950113 I think just because I. 147 00:12:42,48.41950113 --> 00:12:44,508.41950113 I know personally I like to please everyone. 148 00:12:44,598.41950113 --> 00:12:50,388.41950113 So it's like I take that so personally as like a sign of defeat if something goes wrong. 149 00:12:50,718.41950113 --> 00:12:54,18.41950113 So yeah, to, to separate from myself from that. 150 00:12:54,18.41950113 --> 00:12:55,848.41950113 And my husband is very good at that. 151 00:12:56,178.41950113 --> 00:12:59,989.41950113 So I used to kind of always have him solve those problems for me. 152 00:13:00,618.41950113 --> 00:13:05,598.41950113 So if you have someone like that in your corner, you know, that can be a good way is delegation as well. 153 00:13:07,98.41950113 --> 00:13:07,338.41950113 Yeah. 154 00:13:07,338.41950113 --> 00:13:07,728.41950113 Oh yeah. 155 00:13:07,728.41950113 --> 00:13:08,358.41950113 It's so true. 156 00:13:08,448.41950113 --> 00:13:08,988.41950113 Definitely. 157 00:13:09,438.41950113 --> 00:13:17,848.41950113 You know, and it makes me think too of this parenting book that my wife and I read years ago that we've reread and referenced and watched the trainings on. 158 00:13:17,848.41950113 --> 00:13:20,578.41950113 It's called Loving Your Kids On Purpose by Danny Silk. 159 00:13:21,208.41950113 --> 00:13:24,628.41950113 And he has several one-liners that he taught. 160 00:13:25,168.41950113 --> 00:13:30,13.41950113 When your kids are in the emotions of, I'm not cleaning my room, you're the worst parent ever, blah, blah, blah, blah, blah. 161 00:13:30,463.41950113 --> 00:13:33,763.41950113 Just very simple things that you can say, like, I know. 162 00:13:34,138.41950113 --> 00:13:35,428.41950113 Yeah, probably. 163 00:13:35,428.41950113 --> 00:13:41,458.41950113 So that may be like those three one-liners are kids freaking out. 164 00:13:41,758.41950113 --> 00:13:43,528.41950113 I'm not gonna brush my teeth because blah, blah, blah. 165 00:13:44,308.41950113 --> 00:13:44,968.41950113 I know. 166 00:13:45,598.41950113 --> 00:13:49,288.41950113 And they're like, what? Like you're not gonna just argue back at me. 167 00:13:49,738.41950113 --> 00:13:51,478.41950113 And they're like, well then blah, blah, blah, blah, blah. 168 00:13:51,478.41950113 --> 00:13:53,8.41950113 You're like, yeah, probably so. 169 00:13:53,548.41950113 --> 00:13:54,688.41950113 And then they make another point. 170 00:13:54,688.41950113 --> 00:13:59,398.41950113 You're like, yeah, that may be So when you don't feed into the emotion and you just. 171 00:13:59,668.41950113 --> 00:14:04,948.41950113 Have a simple statement like that where you're acknowledging their statement, but you're not feeding into it emotionally. 172 00:14:05,398.41950113 --> 00:14:06,568.41950113 It's just so powerful. 173 00:14:06,568.41950113 --> 00:14:11,908.41950113 It's such an easy way to kind of diffuse and, and start to deescalate the situation. 174 00:14:12,658.41950113 --> 00:14:18,868.41950113 Yeah, and I mean really like most of the time we're not dealing with life or death situations. 175 00:14:18,868.41950113 --> 00:14:25,258.41950113 You know, there may be the rare occurrence where someone's in an accident or there's something that's major, but I mean. 176 00:14:26,128.41950113 --> 00:14:35,608.41950113 Most of the times it's just little complaints where, yeah, someone doesn't have water or their air conditioning isn't as cold as they thought it was gonna be. 177 00:14:35,638.41950113 --> 00:14:43,828.41950113 Like, we're just in the business of trying to get people to have good vacations and have a good time and you know, just have fun with it. 178 00:14:45,343.41950113 --> 00:14:52,273.41950113 Yeah, and there's always something positive, right? So like Stacy just said, you know, this scenario or that scenario. 179 00:14:52,603.41950113 --> 00:14:58,93.41950113 So what you could do in a situation, somebody messages you, Hey, A, B, C isn't working. 180 00:14:58,423.41950113 --> 00:15:11,983.41950113 You can literally reframe that back to them in the form of a question by saying, okay, so just to confirm, you're at the campsite, everything's all set up, you're all settled in the acs on powers there. 181 00:15:12,853.41950113 --> 00:15:20,333.41950113 But this one slide out is only coming halfway out, right? So you just, you just Tony Robbins kind of calls it like a gratitude stack. 182 00:15:20,333.41950113 --> 00:15:27,803.41950113 So you just stack them with like 10 things in a row that are all going right and the one thing that's going wrong, and they're like, yeah, that's right. 183 00:15:27,803.41950113 --> 00:15:28,73.41950113 You say. 184 00:15:28,253.41950113 --> 00:15:28,613.41950113 Okay. 185 00:15:28,613.41950113 --> 00:15:28,883.41950113 Great. 186 00:15:28,883.41950113 --> 00:15:30,893.41950113 I'm glad to hear all those things are going good for you. 187 00:15:31,313.41950113 --> 00:15:32,423.41950113 Why don't you gimme a little bit of time here. 188 00:15:32,423.41950113 --> 00:15:34,913.41950113 I'm gonna do some research on that one issue that you're having. 189 00:15:35,363.41950113 --> 00:15:35,513.41950113 Yeah. 190 00:15:35,513.41950113 --> 00:15:36,803.41950113 I'll go ahead and enjoy. 191 00:15:37,143.41950113 --> 00:15:38,643.41950113 I'll get back with you here in a little bit. 192 00:15:39,348.41950113 --> 00:15:40,938.41950113 It's just a simple way, right. 193 00:15:40,938.41950113 --> 00:15:44,148.41950113 To reframe to them all the things that are going right. 194 00:15:44,848.41950113 --> 00:15:46,648.41950113 In comparison to the one thing that isn't. 195 00:15:47,938.41950113 --> 00:15:49,48.41950113 Yeah, that's so true. 196 00:15:49,138.41950113 --> 00:15:51,358.41950113 I feel like you may have used that on me sometime. 197 00:15:52,743.41950113 --> 00:15:53,603.41950113 Now I know your secret. 198 00:15:55,588.41950113 --> 00:15:56,578.41950113 Yeah, it's true. 199 00:15:56,608.41950113 --> 00:16:02,788.41950113 It's, it's just so, such a simple way of recapping everything, right? Like, okay, so all these things are happening that are positive. 200 00:16:03,268.41950113 --> 00:16:04,108.41950113 Oh, and they're okay. 201 00:16:04,108.41950113 --> 00:16:04,498.41950113 That's right. 202 00:16:04,498.41950113 --> 00:16:06,598.41950113 And then you said, here's the one thing that isn't, you know. 203 00:16:07,483.41950113 --> 00:16:10,3.41950113 Well, I'd say let's go ahead and let's call that an episode. 204 00:16:10,3.41950113 --> 00:16:17,773.41950113 I feel like we hopefully dropped some good nuggets of value on you guys, and at the end of the day to recap it's response overreaction. 205 00:16:18,553.41950113 --> 00:16:38,108.41950113 Our brains are wired to release chemicals, right? We see a picture of one of our kids when they were a baby, all swaddled up, and all these emotions and chemicals are released, and then on the opposite side of it, right, we see the picture of when we bashed into a wall and we had the insurance claim and all the emotions of that accident come rushing back. 206 00:16:38,773.41950113 --> 00:16:39,553.41950113 That's what happens. 207 00:16:39,553.41950113 --> 00:16:45,973.4195011 Our, we have a memory, something comes in through our senses and it releases chemicals. 208 00:16:46,33.4195011 --> 00:16:49,363.4195011 Within 30 seconds, two minutes, those chemicals subside. 209 00:16:49,843.4195011 --> 00:16:51,523.4195011 We go back to a logical state. 210 00:16:51,583.4195011 --> 00:16:54,313.4195011 Just remind, remember, remind yourself of that. 211 00:16:54,553.4195011 --> 00:16:56,83.4195011 Even remind your renter of that. 212 00:16:56,113.4195011 --> 00:16:58,993.4195011 Hey, I know this might feel horrible right now, but we're gonna get through this. 213 00:16:59,53.4195011 --> 00:16:59,923.4195011 I wanna encourage you. 214 00:17:00,673.4195011 --> 00:17:04,463.4195011 And then also I think, a really powerful principle. 215 00:17:04,883.4195011 --> 00:17:10,73.4195011 Is just having that practice in place of saying, Hey, sorry, that's happened. 216 00:17:10,343.4195011 --> 00:17:20,843.4195011 And obviously the renters, they're always asking for stuff in the mail that saying, Hey, our company policy is, is we don't do any of that until 24 hours after the vehicle is back into our possession. 217 00:17:21,378.4195011 --> 00:17:25,698.4195011 Don't worry if there is an issue, we do wanna make it right, but that's our policy. 218 00:17:25,908.4195011 --> 00:17:27,918.4195011 Let's focus on the issue at hand right now. 219 00:17:27,918.4195011 --> 00:17:35,658.4195011 Not worry about, you know, the 150% discount you're asking for, get them through the rental and then you'll find a lot of these situations resolve themselves. 220 00:17:37,98.4195011 --> 00:17:39,348.4195011 Yeah, that's great advice right there. 221 00:17:40,308.4195011 --> 00:17:40,998.4195011 Awesome y'all. 222 00:17:40,998.4195011 --> 00:17:47,988.4195011 Well, thanks for joining us on this episode of RV Rental Secrets podcast and we will see you guys on the next God bless.
Popular Podcasts
NFL Daily with Gregg Rosenthal
Gregg Rosenthal and a rotating crew of elite NFL Media co-hosts, including Patrick Claybon, Colleen Wolfe, Steve Wyche, Nick Shook and Jourdan Rodrigue of The Athletic get you caught up daily on all the NFL news and analysis you need to be smarter and funnier than your friends.
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com