December 22, 2024 • 18 mins
In this episode of the RV Rental Secrets Podcast, co-hosts Stacy "Makin’ It Rain" Maxon and Garr Russell dive into the concept of paradoxes, specifically focusing on the paradox of profits. Drawing inspiration from mentor Myron Golden, they explore the idea that achieving meaningful gains often requires counterintuitive actions—like investing time, money, or energy upfront to reap rewards later.
Garr and Stacy discuss the challenges and fears associated with stepping out in faith to grow your business, whether it's putting dollars into advertising or taking risks to implement new systems. Stacey shares insights into overcoming her initial hesitations with ad spend, learning to track data, and understanding the returns on investment.
The episode also touches on the broader idea of paradoxes, including the paradox of peace—how fighting for what matters, like relationships or goals, can lead to true harmony. They explore the paradox of persuasion, emphasizing the importance of prioritizing customers' needs to foster trust and long-term loyalty in the RV rental business.
Through relatable anecdotes, practical examples, and thought-provoking insights, Gar and Stacey break down how to handle setbacks, respond to one-star reviews, and build a business that thrives on integrity and resilience. Whether you’re managing RV rentals, launching a new venture, or navigating life’s challenges, this episode offers actionable advice to help you succeed.
Key Takeaways:
- The paradox of profits: Why investing resources leads to growth.
- Practical tips for managing marketing budgets and tracking returns on ad spend (ROAS).
- How to turn negative feedback, like one-star reviews, into opportunities for growth.
- The importance of proactive communication and addressing customer concerns.
- Applying paradoxes to both business and personal growth, with lessons from mentors and faith.
Tune in and discover how embracing the paradoxes of business and life can help you achieve greater success!
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Transcript
Episode Transcript
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(00:00):
Welcome to the RV Rental Secrets Podcast.
.999I'm your host, Stacey Maxson, and I'm thrilled to guide you through the journey of launching, growing, and managing a profitable RV rental business. 3 00:00:10,30.997732426 --> 00:00:10,920.997732426 All right, everybody. 4 00:00:10,920.997732426 --> 00:00:15,200.997732426 Welcome to another episode of RV Rental Secrets Podcast. 5 00:00:15,920.997732426 --> 00:00:22,940.997732426 I'm your co host, Gar Russell, with Stacey, Makin It Rain Maxon. 6 00:00:23,660.997732426 --> 00:00:25,60.997732426 I like to do a nickname every time. 7 00:00:25,660.997732426 --> 00:00:27,470.997732426 Stacey, how you doing? Good. 8 00:00:27,990.997732426 --> 00:00:31,560.997232426 I'm always anticipating what nickname you're going to come up with next. 9 00:00:32,440.997232426 --> 00:00:34,280.997232426 I know, and I never know what I'm going to say. 10 00:00:34,770.997232426 --> 00:00:48,350.997232426 You know, I, I freaked my wife out a couple months ago at church, our pastor asked me to come up and share a testimony and I got down off the stage and my wife looked at me like, are you insane? I had no idea what you were going to share. 11 00:00:49,670.997232426 --> 00:00:59,60.997232426 And I shared it and she's like, okay, well, now I need to talk to the kids to make sure they're okay, because you literally just shared all these intimate details of our family life and stuff. 12 00:00:59,200.997232426 --> 00:01:01,150.997232426 So you're not alone, Stacey. 13 00:01:01,180.997232426 --> 00:01:02,700.997232426 I have no idea what I'm going to say. 14 00:01:02,700.997232426 --> 00:01:04,640.996232426 My wife has no idea what I'm going to say. 15 00:01:04,640.997232426 --> 00:01:05,810.996732426 It's just, it just happens. 16 00:01:05,810.996732426 --> 00:01:10,940.997232426 And then there we are figuring out, okay, any messes we need to clean up from what I just said. 17 00:01:10,990.997232426 --> 00:01:11,640.997232426 So, all right. 18 00:01:11,640.997232426 --> 00:01:27,250.997232426 In this week's episode, we are going to talk about paradox, and we're going to talk about the paradox of profits and how this came about was, I was listening to one of my mentors a couple months ago, Myron Golden. 19 00:01:27,680.997232426 --> 00:01:30,220.997232426 He was talking about the paradox of profits. 20 00:01:30,770.997232426 --> 00:01:34,520.997232426 He was talking about the paradox of peace. 21 00:01:35,280.997232426 --> 00:01:40,450.99723243 And he was also talking about, looking at my notes here, He was talking about the paradox. 22 00:01:40,860.99723243 --> 00:01:41,810.99723243 of power. 23 00:01:41,840.99723243 --> 00:01:44,460.99723243 And he was talking about the paradox of persuasion. 24 00:01:45,10.99723243 --> 00:01:46,640.99723243 He was talking about all these different paradox. 25 00:01:46,660.99723243 --> 00:01:50,420.99723243 And then I was thinking the other day about a paradox. 26 00:01:50,450.99723243 --> 00:01:58,20.99623243 I was reading in Hebrews where it talks about working to enter into rest. 27 00:01:58,405.99723243 --> 00:01:59,765.99723243 And I thought, Oh, that's interesting. 28 00:01:59,765.99723243 --> 00:02:00,695.99723243 That's a paradox. 29 00:02:01,195.99723243 --> 00:02:03,235.99723243 Working that working to rest. 30 00:02:03,255.99723243 --> 00:02:05,325.99723243 Those are like completely opposites. 31 00:02:05,675.99723243 --> 00:02:22,635.99723243 And just to put a little context here, as far as all this is, let me throw out a definition for paradox, because I'll be honest when I started listening, Myron, the other week teaching the other month teaching on this, I didn't know what a paradox wasn't until he gave the definition. 32 00:02:22,635.99723243 --> 00:02:26,435.99723243 So a paradox is a statement to it. 33 00:02:26,435.99723243 --> 00:02:26,445.89723243 Okay. 34 00:02:26,875.99723243 --> 00:02:41,325.99623243 Proposition or situation that despite apparently sound reasoning from true premises lead to a conclusion that seemed logically unacceptable or self contradictory. 35 00:02:41,725.99623243 --> 00:02:43,885.99723243 So I'll say it in our terms. 36 00:02:44,175.99623243 --> 00:02:48,115.99723243 A paradox is a statement that seems to make no sense until you unpack it. 37 00:02:48,115.99723243 --> 00:02:50,205.99723243 And you're like, oh, that makes sense. 38 00:02:50,635.99723243 --> 00:02:52,765.99723243 So at first it's not logical. 39 00:02:53,115.99723243 --> 00:02:55,445.99723243 By the end of it being explained, it's logical. 40 00:02:56,235.99723243 --> 00:03:01,140.99723243 So Stacey, does that make sense? Do I need to give any more? No, it does. 41 00:03:01,180.99723243 --> 00:03:11,110.99623243 I know when we talked before the podcast, you said what we were going to talk about and I was like, okay, what do you mean by that? But yeah, in layman's terms, it makes total sense. 42 00:03:11,660.99523243 --> 00:03:16,220.89523243 And I'm excited to hear, how the profit piece comes into that. 43 00:03:17,460.99523243 --> 00:03:25,230.99523243 Yeah, so the paradox of profits and so profits, and it doesn't necessarily have to be financial profits. 44 00:03:25,240.99523243 --> 00:03:33,900.99523243 It could just be anything that's beneficial, anything where you're basically gaining something more than what you had before. 45 00:03:34,260.99523243 --> 00:03:39,420.99523243 So the paradox of profits, and it could be an investment. 46 00:03:39,760.99523243 --> 00:03:53,430.99523243 Time, money, energy, and there's one of the proverbs that I love that that we reference many times just rephrased is in all labor, there is profit. 47 00:03:54,95.99623243 --> 00:03:57,295.99623243 Or like Myron Golden says, all work works. 48 00:03:57,685.99623243 --> 00:04:00,235.99623243 He says, sometimes it works for you. 49 00:04:00,655.99623243 --> 00:04:02,195.99623243 Sometimes it works on you. 50 00:04:02,565.99623243 --> 00:04:07,105.99623243 So sometimes we're doing things that we can immediately see a return. 51 00:04:07,105.99623243 --> 00:04:08,205.99523243 Like, Oh, that's cool. 52 00:04:08,205.99523243 --> 00:04:09,645.99523243 I put that system in place. 53 00:04:09,945.99523243 --> 00:04:13,25.99623243 I just gained 10 hours back a week or, Oh, cool. 54 00:04:13,25.99623243 --> 00:04:18,985.99623243 I just put out that marketing campaign and I just got a 4X ROAS on that. 55 00:04:19,415.99623243 --> 00:04:23,695.99623243 And for those of y'all that don't know what ROAS is, it's return on ad spend. 56 00:04:24,285.99623243 --> 00:04:35,525.99723243 So that's a a profit that's a return or so it gave you time, money, energy, or, Oh man, look, I just went to the gym for the last 30 days. 57 00:04:35,905.99623243 --> 00:04:41,585.99623243 Now I can run X amount of distance further or lift that much more weight or whatever. 58 00:04:41,586.09623243 --> 00:04:46,265.99723243 And so that is the paradox of profits. 59 00:04:46,505.99723243 --> 00:04:50,995.99723243 And what's the paradoxical side of that? The paradoxical side is. 60 00:04:51,470.99723243 --> 00:04:54,710.99723243 Let's go back to the gym explanation is okay. 61 00:04:54,710.99723243 --> 00:05:21,940.99723243 Wait, so I'm gonna lift a bunch of weights Which beat up my body and tear my muscles? And that's gonna make me healthier that makes no sense I'm gonna go do something that literally makes me sweat causes a bunch of pain in my life and that's gonna be beneficial Yeah, because what happens when you lift weights? Is you literally you tear muscles and then those muscles when they grow back, they grow back stronger and more. 62 00:05:22,600.99723243 --> 00:05:27,900.99623243 So it's another way that Myron put this is you get something. 63 00:05:28,570.99623243 --> 00:05:30,610.99623243 You get some letting go. 64 00:05:30,640.99623243 --> 00:05:33,670.99623243 You've got letting go before you can do some picking up. 65 00:05:34,180.99623243 --> 00:05:43,445.99623243 So what does that mean? Letting go so you can pick something up? Well, Let's translate that over into getting the row as that I just talked about. 66 00:05:44,55.99623243 --> 00:05:47,175.99623243 What do you let go to pick up? You let go of your dollars. 67 00:05:47,275.99623243 --> 00:06:02,35.99623243 So you put out a marketing spend to get the row as the return on advertising spend a Stacy and I, we've learned a lot about that the last year, Stacy, you want to talk a bit about that? The letting go of money to hopefully some more money. 68 00:06:02,35.99623243 --> 00:06:03,315.99623243 We'll come back into the bank account. 69 00:06:03,375.99623243 --> 00:06:03,595.99623243 Yeah. 70 00:06:03,595.99623243 --> 00:06:04,285.99623243 I mean, I think. 71 00:06:04,810.99623243 --> 00:06:12,240.99623243 A year ago, I probably didn't even know what ROAS was, so, you know, learning the whole process and. 72 00:06:12,820.99623243 --> 00:06:20,830.99623243 Being afraid to put more money into the business through the ads because you were fearful that you were going to lose that money. 73 00:06:21,250.99623243 --> 00:06:34,30.99623243 But when we had the systems in place and we're tracking all of our data, we could see clean as day if we put X amount in, you know, we'll get 4 times the amount back. 74 00:06:34,500.99623243 --> 00:06:39,280.99523243 And that's what the return on ad spend is, whether it's 4 X or 10 X. 75 00:06:40,155.99523243 --> 00:06:47,325.99523243 And if you know if you're not getting back what you put in, that's when you have to take a look and make some adjustments on the ads. 76 00:06:48,295.99523243 --> 00:07:00,700.99523243 But yeah, we really came a long way in looking at, you know, our beliefs of money and, you know, You know, being fearful to put that money in to see what we could get out. 77 00:07:01,820.99523243 --> 00:07:02,920.99523243 Yeah, exactly. 78 00:07:03,290.99523243 --> 00:07:05,680.99523243 You know, and money is such a good way to talk about that. 79 00:07:06,90.99523243 --> 00:07:13,320.99523243 Makes me think of Jesus's teaching in the gospels, like most of his teachings, he would teach about money. 80 00:07:13,890.99523243 --> 00:07:31,720.99523243 Because he knew that would relate to people's hearts the most because money is such a precious thing to us, you know, and so, yeah, putting out ad spend or investing into different kinds of marketing or whatever you're doing if you're buying RVs to build your business, which we do not recommend. 81 00:07:32,130.99523243 --> 00:07:38,420.99523243 We recommend the OPRV model of the people's assets, but still that's that step of faith is. 82 00:07:38,960.99523243 --> 00:07:51,340.99523243 You're putting something out to hopefully get something in return, just like a farmer puts the seed into the ground to hopefully get a crop, you know, and that's what the paradox of profits is. 83 00:07:51,370.99523243 --> 00:07:54,420.99523243 It's something that doesn't seem to make sense. 84 00:07:54,450.99523243 --> 00:07:55,310.99523243 Logically. 85 00:07:55,745.99523243 --> 00:07:57,205.99523243 But in the end it does. 86 00:07:57,325.99523243 --> 00:08:01,385.99523243 And to kind of bring that back to the all work works, you know, when you're. 87 00:08:01,735.99523243 --> 00:08:10,495.99423243 And the marketing side of things, when you're marketing, it might take you 30, 60, 90 days to figure out your exact messaging. 88 00:08:11,75.99523243 --> 00:08:13,940.89473243 You know, it, it kind of makes me think of like when Facebook's. 89 00:08:14,510.99473243 --> 00:08:16,650.99473243 Or started doing some of the ad stuff. 90 00:08:16,650.99473243 --> 00:08:22,980.99473243 It was like the boost, you could boost a post, you know, and it's like, boost your posts for 5 and you boost it for 5. 91 00:08:23,470.99473243 --> 00:08:24,460.99423243 And you're like, Oh, cool. 92 00:08:24,460.99423243 --> 00:08:28,20.99473243 That got in front of 210 people, but nobody bought your thing. 93 00:08:28,20.99473243 --> 00:08:29,440.99373243 You're like, well, marketing don't work. 94 00:08:29,880.99473243 --> 00:08:33,790.89473243 You know, now what do I do? And no, it's a, it's a consistent thing. 95 00:08:34,390.99473243 --> 00:08:35,450.99473243 It didn't work. 96 00:08:35,460.99473243 --> 00:08:37,440.99473243 You have to figure out why it didn't work. 97 00:08:37,920.99473243 --> 00:08:44,680.99473243 And one of our mentors, Russell Bronson talks about there's three parts to your, to your business. 98 00:08:44,680.99473243 --> 00:08:48,970.99473243 There's your, to your marketing and there's your hook, there's your story and there's your offer. 99 00:08:49,480.99473243 --> 00:08:54,780.99473243 So there's your hook, which is your headline that gets people's attention to get them to stop strolling, scrolling. 100 00:08:55,180.99473243 --> 00:08:58,80.99473243 Then yours, your story, then yours, your offer. 101 00:08:58,430.99473243 --> 00:08:59,650.99473243 So like for us. 102 00:09:00,15.99473243 --> 00:09:01,485.99473243 For the fireside franchises. 103 00:09:01,485.99473243 --> 00:09:03,105.99473243 Our hook is attention. 104 00:09:03,105.99473243 --> 00:09:08,165.99473243 Christian entrepreneurs, attention, RV rental owners, attention, those looking for franchise opportunities. 105 00:09:08,575.99473243 --> 00:09:13,285.99473243 Then there's our story that goes into talking about, Hey, there's this industry. 106 00:09:13,345.99373243 --> 00:09:17,395.99373243 It's like Airbnb on wheels and we call it real estate and it's running RVs. 107 00:09:17,775.99373243 --> 00:09:19,5.99373243 Then there's your offer. 108 00:09:19,305.99273243 --> 00:09:22,795.99373243 Hey, come, come to our webinar and learn about our franchise opportunity. 109 00:09:23,265.99373243 --> 00:09:24,45.99373243 You know, so. 110 00:09:25,20.99373243 --> 00:09:27,550.99373243 Yeah, that's the paradox of profits. 111 00:09:27,990.99373243 --> 00:09:35,690.99273243 So I'll just go ahead and share a couple more paradox to just kind of help really drill this in this idea of the paradox. 112 00:09:35,700.99273243 --> 00:09:42,685.99273243 So, and again, this is coming from one of Our mentors, Myron Golden the paradox of peace. 113 00:09:43,865.99273243 --> 00:09:44,445.99273243 So, right. 114 00:09:44,445.99273243 --> 00:09:45,305.99273243 We want peace. 115 00:09:45,305.99273243 --> 00:09:46,735.99273243 We want peace in our home. 116 00:09:47,245.99273243 --> 00:09:48,885.99273243 We want peace in our country. 117 00:09:48,885.99273243 --> 00:09:50,215.99173243 We want peace around the world. 118 00:09:50,695.99273243 --> 00:09:54,605.99273243 Well, the paradox of peace is you have to be willing to fight. 119 00:09:55,425.99173243 --> 00:10:02,845.99273243 So if you want to have peace, let's say in our marriage, in our home, well, you have to be willing to fight for your marriage. 120 00:10:03,195.99273243 --> 00:10:07,305.99273243 So you have to be willing to sit down and have hard conversations. 121 00:10:07,775.99273243 --> 00:10:09,185.99273243 You need to be willing to sit down. 122 00:10:09,185.99273243 --> 00:10:09,535.99273243 Okay. 123 00:10:09,536.09273243 --> 00:10:09,675.89273243 Okay. 124 00:10:10,55.99273243 --> 00:10:16,205.99273243 We've got to figure out our budget because the way things are going, like Dave Ramsey says, there's too much month at the end of our money here. 125 00:10:16,675.99273243 --> 00:10:29,155.99173243 So you've got to be willing to sit down and fight for, okay, where is our money going? What do we need to do to, you know, fix our budget situation? Why is our communication always end up in arguments. 126 00:10:29,335.99273243 --> 00:10:31,455.99273243 We need to sit down and figure out what happens. 127 00:10:31,455.99273243 --> 00:10:32,5.99273243 What am I. 128 00:10:32,485.99273243 --> 00:10:39,775.99273243 Saying or you saying and how am I interpreting it to our all of a sudden we're in this Huge argument and we're on the opposite sides of the house. 129 00:10:40,75.99273243 --> 00:10:43,385.99373243 We have to be willing to fight we're going to go on to the last one here. 130 00:10:43,705.99373243 --> 00:10:46,895.99373243 The paradox of persuasion, because this relates more to business here. 131 00:10:47,215.99373243 --> 00:10:52,285.99373243 The paradox of persuasion, it's the willingness to put other people first. 132 00:10:53,215.99373243 --> 00:11:00,765.99373243 And so again, and we're grabbing this from one of our mentors, Myron Golden, obsess on solving your customer's problems. 133 00:11:01,865.99373243 --> 00:11:02,245.99373243 Okay. 134 00:11:02,255.99373243 --> 00:11:04,225.99373243 Obsess on solving their problems. 135 00:11:05,45.99373243 --> 00:11:07,125.99373243 People are going to see that. 136 00:11:08,135.99373243 --> 00:11:09,125.99373243 And they're going to buy from you. 137 00:11:09,555.99373243 --> 00:11:20,825.99373243 So when you obsess on solving problems, so if you're obsessing on your RV rentals, you're like, okay let's say a lot of your RV rentals go to state parks. 138 00:11:21,185.99273243 --> 00:11:21,375.99273243 Okay. 139 00:11:21,375.99373243 --> 00:11:28,825.99373243 What are the biggest problems that you get when you're camping at a state park? Well, when you're camping at a state park, typically it's not a full hookup. 140 00:11:29,535.99373243 --> 00:11:36,610.99373243 So with that being said with it not being a full hookup, what are some of the big complaints you get? Oh my gosh, the gray tank is full. 141 00:11:37,50.99373243 --> 00:11:37,720.99373243 I can't believe it. 142 00:11:37,730.99373243 --> 00:11:39,390.99273243 We only took two showers. 143 00:11:39,740.99373243 --> 00:11:43,820.99373243 Why is it full? Well, because you took two 20 minute showers and it's a 40 gallon tank. 144 00:11:44,330.99373243 --> 00:11:46,140.99373243 Oh my gosh, this camper smells so bad. 145 00:11:46,360.99373243 --> 00:11:51,870.99373243 What's going on? Well, it's because the Tank is right below the toilet and you're not a full hookup. 146 00:11:51,870.99373243 --> 00:11:56,360.99373243 So the, you know, and your kid is standing there dropping Cheerios down the toilet with their foot on the pedal. 147 00:11:56,680.99373243 --> 00:12:01,200.99373243 So if you obsess on solving that problem, which the cool thing about it, right. 148 00:12:01,210.99373243 --> 00:12:04,910.99273243 Is it's actually going to lower your problems as well. 149 00:12:05,245.99373243 --> 00:12:09,825.99373243 So how do you solve that problem? You do a really good job of communicating. 150 00:12:09,835.99373243 --> 00:12:11,565.99373243 Hey, here's how that works. 151 00:12:11,885.99373243 --> 00:12:14,715.99273243 And because how that works, here's what we recommend you do. 152 00:12:14,725.99373243 --> 00:12:23,315.99373243 You don't try to take showers at the shower house, try to do, you know, just number one in the toilets, try to do these things and we put extra toilet drops below the toilet for you. 153 00:12:23,675.99273243 --> 00:12:30,355.99373243 So when you're obsessing on that potential problem and you're putting their needs first above yours, instead of. 154 00:12:30,570.99373243 --> 00:12:30,800.99373243 Right. 155 00:12:30,800.99373243 --> 00:12:34,900.99373243 We talked about this in the last podcast responding instead of reacting. 156 00:12:34,900.99373243 --> 00:12:39,10.99373243 So you're saying, Hey, we've done all these things proactively for you. 157 00:12:39,220.99373243 --> 00:12:44,340.99273243 You're going to cut down on your customer complaints since you've obsessed on their problems. 158 00:12:44,710.99373243 --> 00:12:48,750.99373243 And what are you going to do? You're going to increase your business because they're going to be super happy customers. 159 00:12:49,190.99373243 --> 00:12:53,560.99373243 And they're going to tell everybody in the world to rent from you and on and on and on. 160 00:12:54,410.99373243 --> 00:12:54,730.99373243 Yeah. 161 00:12:54,730.99373243 --> 00:12:55,140.99373243 And the. 162 00:12:55,695.99373243 --> 00:13:11,555.99373243 The conference I recently went to there was an author, Kevin Brown, and he was the keynote speaker, and he talked about how customers will only talk about you two times when you exceed their expectations, or when you don't meet their expectations. 163 00:13:12,25.99273243 --> 00:13:15,715.99273243 And they're always going to be louder when you don't meet their expectations. 164 00:13:16,35.99273243 --> 00:13:19,465.99373243 So yeah, communicating and educating them up front. 165 00:13:19,915.99373243 --> 00:13:26,455.99373243 of what they should expect is going to help that that you're meeting their expectations or exceeding them. 166 00:13:27,775.99373243 --> 00:13:28,715.99373243 Yeah, exactly. 167 00:13:28,715.99373243 --> 00:13:30,875.89373243 You know, and I think even post COVID, that's just. 168 00:13:31,595.99373243 --> 00:13:36,545.99373243 We're not, we haven't got back to treating a lot of each other like humans yet. 169 00:13:36,875.99373243 --> 00:13:48,115.99373243 And so yeah, the customer complaining and this and that, and, and that's one of the big things that people will put over your heads, right? Well, if you don't give me a full refund and this and that and send us to Disney, you're going to get a one star review. 170 00:13:48,115.99373243 --> 00:13:53,715.99373243 And what do we do? We quickly like, no, don't, I'm, I'm on the website right now, booking your Disney tickets. 171 00:13:53,715.99373243 --> 00:13:55,255.99373243 You're not giving me a one star review. 172 00:13:55,730.99373243 --> 00:14:04,760.99373243 And so, yeah, if we're doing a great job of communicating obsessing on their problems that is really going to make Their life easier. 173 00:14:04,760.99373243 --> 00:14:15,480.99373243 Give them a better experience and make your life easier, you know? And, and on that note if somebody threatens you with a one star review again, don't react, respond. 174 00:14:16,30.99373243 --> 00:14:20,650.99373243 And this comes, comes back to the love and logic that I was talking about in our last episode. 175 00:14:20,950.99373243 --> 00:14:21,700.99373243 One of the things they. 176 00:14:22,150.99373243 --> 00:14:46,385.99373243 Say to say his parents is well that may be or probably so or I don't know Or that could be so just these very disarming statements like hey that could be that you're going to give a one star review and i'm sorry to hear that but You know, my goal is to Not worry about that review right now, but to just, you know, continue to help you guys have a great experience. 177 00:14:46,395.99373243 --> 00:14:50,135.99273243 So, and then what do you do? You give them two powerful choices that they can make. 178 00:14:50,795.99373243 --> 00:15:00,845.89273243 And so in with the one star review too you can actually use those for the positive because you can, if you're obsessing on your customers. 179 00:15:01,65.99273243 --> 00:15:02,675.99273243 Problems and their experience. 180 00:15:02,755.99273243 --> 00:15:04,255.99273243 And you know, you do a great job of that. 181 00:15:04,495.99273243 --> 00:15:10,325.99273243 Once you get that, once a review, you can, because what do we do naturally? Unfortunately, as humans, we go towards the negative. 182 00:15:10,435.99273243 --> 00:15:11,665.99273243 That's just how our brains are wired. 183 00:15:11,925.99273243 --> 00:15:13,165.99273243 So someone's going to click on that. 184 00:15:13,165.99273243 --> 00:15:15,755.99273243 Once our review, as soon as they see it, when they're deciding to book with you. 185 00:15:16,355.99273243 --> 00:15:26,965.99073243 If you have a phenomenal response to that one star review, yeah, I do remember how that happened with the situation and, and also if you recall you know, these were the solutions that I offered. 186 00:15:27,285.99173243 --> 00:15:37,745.99173243 Actually, I'm happy to send screenshots of the conversation when you were cussing and yelling at me and I was responding politely and offering to do this and that and, you know, continuing to try and help you. 187 00:15:38,75.99173243 --> 00:15:40,275.99173243 Somebody's going to see that one star review. 188 00:15:40,710.99173243 --> 00:15:53,510.99073243 And they're actually going to side with you and have empathy and sympathy for you and say, man, I love how they handled this, this person that obviously was a jerk customer and you can literally turn that negative into a positive. 189 00:15:54,780.99073243 --> 00:15:55,20.99073243 Yeah. 190 00:15:55,20.99173243 --> 00:15:55,690.99173243 I love that. 191 00:15:55,750.99173243 --> 00:15:56,10.99173243 Yeah. 192 00:15:56,10.99173243 --> 00:15:59,50.99073243 Sometimes no matter what you do, you're not going to make people happy. 193 00:15:59,340.99173243 --> 00:16:10,780.99173243 So just, you know, remain level headed and stick to, you know, your systems, your processes, what you know, or how you want to run your business. 194 00:16:10,860.99073243 --> 00:16:12,910.99173243 And, you know, other people will see it. 195 00:16:14,40.99173243 --> 00:16:14,290.99173243 Yeah. 196 00:16:14,290.99173243 --> 00:16:20,160.99073243 And that really kind of comes back to the paradox thing, right? Like you think, well, no, a one star review is going to rule my business. 197 00:16:20,660.99073243 --> 00:16:21,870.99173243 That's just makes sense. 198 00:16:22,240.99173243 --> 00:16:25,560.99173243 But the paradox of it is you could actually have that great response. 199 00:16:25,770.99173243 --> 00:16:29,850.99173243 I literally just 30 minutes ago was on Airbnb looking. 200 00:16:31,20.99173243 --> 00:16:34,410.99173243 booking this resort for my daughter for a sweet 16 birthday. 201 00:16:34,850.99173243 --> 00:16:37,780.99173243 And what was the last review was a one star review. 202 00:16:38,220.99173243 --> 00:16:41,230.9917324 So what did I do? I naturally clicked into it to see what it was. 203 00:16:41,740.9917324 --> 00:16:46,530.9917324 The customer had all their complaints and then below it was this beautiful response. 204 00:16:46,890.9907324 --> 00:16:48,610.9907324 They weren't bashing the customer. 205 00:16:48,900.9917324 --> 00:16:52,220.9917324 All they were doing is they were addressing the complaints. 206 00:16:52,675.9917324 --> 00:17:00,985.9917324 Not the customer they were like, yeah, you know, like, like we mentioned the Internet that's actually provided by the resort. 207 00:17:00,985.9917324 --> 00:17:01,775.9907324 Not us. 208 00:17:02,115.9917324 --> 00:17:04,605.9917324 So sorry to hear, you know, that that happened. 209 00:17:04,915.9917324 --> 00:17:07,55.9927324 Oh, yeah, you kind of blow it. 210 00:17:07,55.9927324 --> 00:17:07,425.9927324 Oh, yeah. 211 00:17:07,425.9927324 --> 00:17:07,725.9927324 And I forget. 212 00:17:08,170.9927324 --> 00:17:22,350.9927324 And like I mentioned in the text you earlier, we actually put in a support ticket with them and they sent somebody to your room to look at it, but you wouldn't let them in the room and their policy is, you know, you have to give the approval and they just did such an eloquent job of responding to that. 213 00:17:22,350.9927324 --> 00:17:26,260.9917324 Once I review, I literally was like, Oh, I would book with them. 214 00:17:26,300.9927324 --> 00:17:28,210.9927324 And I didn't even look at all the five star reviews. 215 00:17:28,500.9927324 --> 00:17:32,270.9927324 I literally made my decision based on the response to a one star review. 216 00:17:33,500.9927324 --> 00:17:33,950.9927324 Yeah. 217 00:17:34,280.9927324 --> 00:17:34,500.9927324 Yeah. 218 00:17:34,500.9927324 --> 00:17:35,400.9927324 And like you said, it's. 219 00:17:35,860.9927324 --> 00:17:39,60.9927324 It's so illogical to think that way. 220 00:17:39,500.9927324 --> 00:17:41,400.9927324 But that's, you know, what makes it perfect. 221 00:17:42,450.9927324 --> 00:17:43,560.9927324 Yeah, it really is. 222 00:17:43,560.9927324 --> 00:17:44,50.9927324 Awesome. 223 00:17:44,470.9927324 --> 00:17:45,100.9927324 All right, y'all. 224 00:17:45,100.9927324 --> 00:17:50,860.9927324 Well, hopefully this episode blessed you and just remember the paradox of profits. 225 00:17:50,960.9927324 --> 00:17:53,550.9927324 And this really ties good to our last episode. 226 00:17:53,550.9927324 --> 00:18:01,670.9937324 So if you haven't heard that, go back and take a listen to that and just remember, respond over reaction. 227 00:18:01,700.9917324 --> 00:18:02,450.9927324 Take a minute. 228 00:18:02,690.9917324 --> 00:18:03,390.9927324 Take a breath. 229 00:18:03,900.9927324 --> 00:18:05,530.9927324 It's not that difficult. 230 00:18:05,540.9927324 --> 00:18:12,220.9927324 Like my grandma says, is this going to matter a week from now? Is this going to matter 30 days from now? The answer is no, it's not. 231 00:18:12,250.9927324 --> 00:18:13,310.9927324 You're going to forget. 232 00:18:13,780.9927324 --> 00:18:15,40.9917324 And life's going to go on. 233 00:18:15,40.9927324 --> 00:18:17,840.9927324 So we just want to encourage you guys. 234 00:18:18,140.9917324 --> 00:18:19,720.9917324 Yeah, you're doing a good job. 235 00:18:20,270.9917324 --> 00:18:21,460.9927324 Keep up the good work. 236 00:18:22,60.9927324 --> 00:18:29,140.9927324 Keep grinding, keep working hard to serve your customers and your family and give the rest to God and he will take care of it. 237 00:18:29,150.9927324 --> 00:18:31,840.9927324 So we will see y'all on the next episode. 238 00:18:32,120.9917324 --> 00:18:32,560.9927324 Thank you.
Welcome to the RV Rental Secrets Podcast.
.999I'm your host, Stacey Maxson, and I'm thrilled to guide you through the journey of launching, growing, and managing a profitable RV rental business. 3 00:00:10,30.997732426 --> 00:00:10,920.997732426 All right, everybody. 4 00:00:10,920.997732426 --> 00:00:15,200.997732426 Welcome to another episode of RV Rental Secrets Podcast. 5 00:00:15,920.997732426 --> 00:00:22,940.997732426 I'm your co host, Gar Russell, with Stacey, Makin It Rain Maxon. 6 00:00:23,660.997732426 --> 00:00:25,60.997732426 I like to do a nickname every time. 7 00:00:25,660.997732426 --> 00:00:27,470.997732426 Stacey, how you doing? Good. 8 00:00:27,990.997732426 --> 00:00:31,560.997232426 I'm always anticipating what nickname you're going to come up with next. 9 00:00:32,440.997232426 --> 00:00:34,280.997232426 I know, and I never know what I'm going to say. 10 00:00:34,770.997232426 --> 00:00:48,350.997232426 You know, I, I freaked my wife out a couple months ago at church, our pastor asked me to come up and share a testimony and I got down off the stage and my wife looked at me like, are you insane? I had no idea what you were going to share. 11 00:00:49,670.997232426 --> 00:00:59,60.997232426 And I shared it and she's like, okay, well, now I need to talk to the kids to make sure they're okay, because you literally just shared all these intimate details of our family life and stuff. 12 00:00:59,200.997232426 --> 00:01:01,150.997232426 So you're not alone, Stacey. 13 00:01:01,180.997232426 --> 00:01:02,700.997232426 I have no idea what I'm going to say. 14 00:01:02,700.997232426 --> 00:01:04,640.996232426 My wife has no idea what I'm going to say. 15 00:01:04,640.997232426 --> 00:01:05,810.996732426 It's just, it just happens. 16 00:01:05,810.996732426 --> 00:01:10,940.997232426 And then there we are figuring out, okay, any messes we need to clean up from what I just said. 17 00:01:10,990.997232426 --> 00:01:11,640.997232426 So, all right. 18 00:01:11,640.997232426 --> 00:01:27,250.997232426 In this week's episode, we are going to talk about paradox, and we're going to talk about the paradox of profits and how this came about was, I was listening to one of my mentors a couple months ago, Myron Golden. 19 00:01:27,680.997232426 --> 00:01:30,220.997232426 He was talking about the paradox of profits. 20 00:01:30,770.997232426 --> 00:01:34,520.997232426 He was talking about the paradox of peace. 21 00:01:35,280.997232426 --> 00:01:40,450.99723243 And he was also talking about, looking at my notes here, He was talking about the paradox. 22 00:01:40,860.99723243 --> 00:01:41,810.99723243 of power. 23 00:01:41,840.99723243 --> 00:01:44,460.99723243 And he was talking about the paradox of persuasion. 24 00:01:45,10.99723243 --> 00:01:46,640.99723243 He was talking about all these different paradox. 25 00:01:46,660.99723243 --> 00:01:50,420.99723243 And then I was thinking the other day about a paradox. 26 00:01:50,450.99723243 --> 00:01:58,20.99623243 I was reading in Hebrews where it talks about working to enter into rest. 27 00:01:58,405.99723243 --> 00:01:59,765.99723243 And I thought, Oh, that's interesting. 28 00:01:59,765.99723243 --> 00:02:00,695.99723243 That's a paradox. 29 00:02:01,195.99723243 --> 00:02:03,235.99723243 Working that working to rest. 30 00:02:03,255.99723243 --> 00:02:05,325.99723243 Those are like completely opposites. 31 00:02:05,675.99723243 --> 00:02:22,635.99723243 And just to put a little context here, as far as all this is, let me throw out a definition for paradox, because I'll be honest when I started listening, Myron, the other week teaching the other month teaching on this, I didn't know what a paradox wasn't until he gave the definition. 32 00:02:22,635.99723243 --> 00:02:26,435.99723243 So a paradox is a statement to it. 33 00:02:26,435.99723243 --> 00:02:26,445.89723243 Okay. 34 00:02:26,875.99723243 --> 00:02:41,325.99623243 Proposition or situation that despite apparently sound reasoning from true premises lead to a conclusion that seemed logically unacceptable or self contradictory. 35 00:02:41,725.99623243 --> 00:02:43,885.99723243 So I'll say it in our terms. 36 00:02:44,175.99623243 --> 00:02:48,115.99723243 A paradox is a statement that seems to make no sense until you unpack it. 37 00:02:48,115.99723243 --> 00:02:50,205.99723243 And you're like, oh, that makes sense. 38 00:02:50,635.99723243 --> 00:02:52,765.99723243 So at first it's not logical. 39 00:02:53,115.99723243 --> 00:02:55,445.99723243 By the end of it being explained, it's logical. 40 00:02:56,235.99723243 --> 00:03:01,140.99723243 So Stacey, does that make sense? Do I need to give any more? No, it does. 41 00:03:01,180.99723243 --> 00:03:11,110.99623243 I know when we talked before the podcast, you said what we were going to talk about and I was like, okay, what do you mean by that? But yeah, in layman's terms, it makes total sense. 42 00:03:11,660.99523243 --> 00:03:16,220.89523243 And I'm excited to hear, how the profit piece comes into that. 43 00:03:17,460.99523243 --> 00:03:25,230.99523243 Yeah, so the paradox of profits and so profits, and it doesn't necessarily have to be financial profits. 44 00:03:25,240.99523243 --> 00:03:33,900.99523243 It could just be anything that's beneficial, anything where you're basically gaining something more than what you had before. 45 00:03:34,260.99523243 --> 00:03:39,420.99523243 So the paradox of profits, and it could be an investment. 46 00:03:39,760.99523243 --> 00:03:53,430.99523243 Time, money, energy, and there's one of the proverbs that I love that that we reference many times just rephrased is in all labor, there is profit. 47 00:03:54,95.99623243 --> 00:03:57,295.99623243 Or like Myron Golden says, all work works. 48 00:03:57,685.99623243 --> 00:04:00,235.99623243 He says, sometimes it works for you. 49 00:04:00,655.99623243 --> 00:04:02,195.99623243 Sometimes it works on you. 50 00:04:02,565.99623243 --> 00:04:07,105.99623243 So sometimes we're doing things that we can immediately see a return. 51 00:04:07,105.99623243 --> 00:04:08,205.99523243 Like, Oh, that's cool. 52 00:04:08,205.99523243 --> 00:04:09,645.99523243 I put that system in place. 53 00:04:09,945.99523243 --> 00:04:13,25.99623243 I just gained 10 hours back a week or, Oh, cool. 54 00:04:13,25.99623243 --> 00:04:18,985.99623243 I just put out that marketing campaign and I just got a 4X ROAS on that. 55 00:04:19,415.99623243 --> 00:04:23,695.99623243 And for those of y'all that don't know what ROAS is, it's return on ad spend. 56 00:04:24,285.99623243 --> 00:04:35,525.99723243 So that's a a profit that's a return or so it gave you time, money, energy, or, Oh man, look, I just went to the gym for the last 30 days. 57 00:04:35,905.99623243 --> 00:04:41,585.99623243 Now I can run X amount of distance further or lift that much more weight or whatever. 58 00:04:41,586.09623243 --> 00:04:46,265.99723243 And so that is the paradox of profits. 59 00:04:46,505.99723243 --> 00:04:50,995.99723243 And what's the paradoxical side of that? The paradoxical side is. 60 00:04:51,470.99723243 --> 00:04:54,710.99723243 Let's go back to the gym explanation is okay. 61 00:04:54,710.99723243 --> 00:05:21,940.99723243 Wait, so I'm gonna lift a bunch of weights Which beat up my body and tear my muscles? And that's gonna make me healthier that makes no sense I'm gonna go do something that literally makes me sweat causes a bunch of pain in my life and that's gonna be beneficial Yeah, because what happens when you lift weights? Is you literally you tear muscles and then those muscles when they grow back, they grow back stronger and more. 62 00:05:22,600.99723243 --> 00:05:27,900.99623243 So it's another way that Myron put this is you get something. 63 00:05:28,570.99623243 --> 00:05:30,610.99623243 You get some letting go. 64 00:05:30,640.99623243 --> 00:05:33,670.99623243 You've got letting go before you can do some picking up. 65 00:05:34,180.99623243 --> 00:05:43,445.99623243 So what does that mean? Letting go so you can pick something up? Well, Let's translate that over into getting the row as that I just talked about. 66 00:05:44,55.99623243 --> 00:05:47,175.99623243 What do you let go to pick up? You let go of your dollars. 67 00:05:47,275.99623243 --> 00:06:02,35.99623243 So you put out a marketing spend to get the row as the return on advertising spend a Stacy and I, we've learned a lot about that the last year, Stacy, you want to talk a bit about that? The letting go of money to hopefully some more money. 68 00:06:02,35.99623243 --> 00:06:03,315.99623243 We'll come back into the bank account. 69 00:06:03,375.99623243 --> 00:06:03,595.99623243 Yeah. 70 00:06:03,595.99623243 --> 00:06:04,285.99623243 I mean, I think. 71 00:06:04,810.99623243 --> 00:06:12,240.99623243 A year ago, I probably didn't even know what ROAS was, so, you know, learning the whole process and. 72 00:06:12,820.99623243 --> 00:06:20,830.99623243 Being afraid to put more money into the business through the ads because you were fearful that you were going to lose that money. 73 00:06:21,250.99623243 --> 00:06:34,30.99623243 But when we had the systems in place and we're tracking all of our data, we could see clean as day if we put X amount in, you know, we'll get 4 times the amount back. 74 00:06:34,500.99623243 --> 00:06:39,280.99523243 And that's what the return on ad spend is, whether it's 4 X or 10 X. 75 00:06:40,155.99523243 --> 00:06:47,325.99523243 And if you know if you're not getting back what you put in, that's when you have to take a look and make some adjustments on the ads. 76 00:06:48,295.99523243 --> 00:07:00,700.99523243 But yeah, we really came a long way in looking at, you know, our beliefs of money and, you know, You know, being fearful to put that money in to see what we could get out. 77 00:07:01,820.99523243 --> 00:07:02,920.99523243 Yeah, exactly. 78 00:07:03,290.99523243 --> 00:07:05,680.99523243 You know, and money is such a good way to talk about that. 79 00:07:06,90.99523243 --> 00:07:13,320.99523243 Makes me think of Jesus's teaching in the gospels, like most of his teachings, he would teach about money. 80 00:07:13,890.99523243 --> 00:07:31,720.99523243 Because he knew that would relate to people's hearts the most because money is such a precious thing to us, you know, and so, yeah, putting out ad spend or investing into different kinds of marketing or whatever you're doing if you're buying RVs to build your business, which we do not recommend. 81 00:07:32,130.99523243 --> 00:07:38,420.99523243 We recommend the OPRV model of the people's assets, but still that's that step of faith is. 82 00:07:38,960.99523243 --> 00:07:51,340.99523243 You're putting something out to hopefully get something in return, just like a farmer puts the seed into the ground to hopefully get a crop, you know, and that's what the paradox of profits is. 83 00:07:51,370.99523243 --> 00:07:54,420.99523243 It's something that doesn't seem to make sense. 84 00:07:54,450.99523243 --> 00:07:55,310.99523243 Logically. 85 00:07:55,745.99523243 --> 00:07:57,205.99523243 But in the end it does. 86 00:07:57,325.99523243 --> 00:08:01,385.99523243 And to kind of bring that back to the all work works, you know, when you're. 87 00:08:01,735.99523243 --> 00:08:10,495.99423243 And the marketing side of things, when you're marketing, it might take you 30, 60, 90 days to figure out your exact messaging. 88 00:08:11,75.99523243 --> 00:08:13,940.89473243 You know, it, it kind of makes me think of like when Facebook's. 89 00:08:14,510.99473243 --> 00:08:16,650.99473243 Or started doing some of the ad stuff. 90 00:08:16,650.99473243 --> 00:08:22,980.99473243 It was like the boost, you could boost a post, you know, and it's like, boost your posts for 5 and you boost it for 5. 91 00:08:23,470.99473243 --> 00:08:24,460.99423243 And you're like, Oh, cool. 92 00:08:24,460.99423243 --> 00:08:28,20.99473243 That got in front of 210 people, but nobody bought your thing. 93 00:08:28,20.99473243 --> 00:08:29,440.99373243 You're like, well, marketing don't work. 94 00:08:29,880.99473243 --> 00:08:33,790.89473243 You know, now what do I do? And no, it's a, it's a consistent thing. 95 00:08:34,390.99473243 --> 00:08:35,450.99473243 It didn't work. 96 00:08:35,460.99473243 --> 00:08:37,440.99473243 You have to figure out why it didn't work. 97 00:08:37,920.99473243 --> 00:08:44,680.99473243 And one of our mentors, Russell Bronson talks about there's three parts to your, to your business. 98 00:08:44,680.99473243 --> 00:08:48,970.99473243 There's your, to your marketing and there's your hook, there's your story and there's your offer. 99 00:08:49,480.99473243 --> 00:08:54,780.99473243 So there's your hook, which is your headline that gets people's attention to get them to stop strolling, scrolling. 100 00:08:55,180.99473243 --> 00:08:58,80.99473243 Then yours, your story, then yours, your offer. 101 00:08:58,430.99473243 --> 00:08:59,650.99473243 So like for us. 102 00:09:00,15.99473243 --> 00:09:01,485.99473243 For the fireside franchises. 103 00:09:01,485.99473243 --> 00:09:03,105.99473243 Our hook is attention. 104 00:09:03,105.99473243 --> 00:09:08,165.99473243 Christian entrepreneurs, attention, RV rental owners, attention, those looking for franchise opportunities. 105 00:09:08,575.99473243 --> 00:09:13,285.99473243 Then there's our story that goes into talking about, Hey, there's this industry. 106 00:09:13,345.99373243 --> 00:09:17,395.99373243 It's like Airbnb on wheels and we call it real estate and it's running RVs. 107 00:09:17,775.99373243 --> 00:09:19,5.99373243 Then there's your offer. 108 00:09:19,305.99273243 --> 00:09:22,795.99373243 Hey, come, come to our webinar and learn about our franchise opportunity. 109 00:09:23,265.99373243 --> 00:09:24,45.99373243 You know, so. 110 00:09:25,20.99373243 --> 00:09:27,550.99373243 Yeah, that's the paradox of profits. 111 00:09:27,990.99373243 --> 00:09:35,690.99273243 So I'll just go ahead and share a couple more paradox to just kind of help really drill this in this idea of the paradox. 112 00:09:35,700.99273243 --> 00:09:42,685.99273243 So, and again, this is coming from one of Our mentors, Myron Golden the paradox of peace. 113 00:09:43,865.99273243 --> 00:09:44,445.99273243 So, right. 114 00:09:44,445.99273243 --> 00:09:45,305.99273243 We want peace. 115 00:09:45,305.99273243 --> 00:09:46,735.99273243 We want peace in our home. 116 00:09:47,245.99273243 --> 00:09:48,885.99273243 We want peace in our country. 117 00:09:48,885.99273243 --> 00:09:50,215.99173243 We want peace around the world. 118 00:09:50,695.99273243 --> 00:09:54,605.99273243 Well, the paradox of peace is you have to be willing to fight. 119 00:09:55,425.99173243 --> 00:10:02,845.99273243 So if you want to have peace, let's say in our marriage, in our home, well, you have to be willing to fight for your marriage. 120 00:10:03,195.99273243 --> 00:10:07,305.99273243 So you have to be willing to sit down and have hard conversations. 121 00:10:07,775.99273243 --> 00:10:09,185.99273243 You need to be willing to sit down. 122 00:10:09,185.99273243 --> 00:10:09,535.99273243 Okay. 123 00:10:09,536.09273243 --> 00:10:09,675.89273243 Okay. 124 00:10:10,55.99273243 --> 00:10:16,205.99273243 We've got to figure out our budget because the way things are going, like Dave Ramsey says, there's too much month at the end of our money here. 125 00:10:16,675.99273243 --> 00:10:29,155.99173243 So you've got to be willing to sit down and fight for, okay, where is our money going? What do we need to do to, you know, fix our budget situation? Why is our communication always end up in arguments. 126 00:10:29,335.99273243 --> 00:10:31,455.99273243 We need to sit down and figure out what happens. 127 00:10:31,455.99273243 --> 00:10:32,5.99273243 What am I. 128 00:10:32,485.99273243 --> 00:10:39,775.99273243 Saying or you saying and how am I interpreting it to our all of a sudden we're in this Huge argument and we're on the opposite sides of the house. 129 00:10:40,75.99273243 --> 00:10:43,385.99373243 We have to be willing to fight we're going to go on to the last one here. 130 00:10:43,705.99373243 --> 00:10:46,895.99373243 The paradox of persuasion, because this relates more to business here. 131 00:10:47,215.99373243 --> 00:10:52,285.99373243 The paradox of persuasion, it's the willingness to put other people first. 132 00:10:53,215.99373243 --> 00:11:00,765.99373243 And so again, and we're grabbing this from one of our mentors, Myron Golden, obsess on solving your customer's problems. 133 00:11:01,865.99373243 --> 00:11:02,245.99373243 Okay. 134 00:11:02,255.99373243 --> 00:11:04,225.99373243 Obsess on solving their problems. 135 00:11:05,45.99373243 --> 00:11:07,125.99373243 People are going to see that. 136 00:11:08,135.99373243 --> 00:11:09,125.99373243 And they're going to buy from you. 137 00:11:09,555.99373243 --> 00:11:20,825.99373243 So when you obsess on solving problems, so if you're obsessing on your RV rentals, you're like, okay let's say a lot of your RV rentals go to state parks. 138 00:11:21,185.99273243 --> 00:11:21,375.99273243 Okay. 139 00:11:21,375.99373243 --> 00:11:28,825.99373243 What are the biggest problems that you get when you're camping at a state park? Well, when you're camping at a state park, typically it's not a full hookup. 140 00:11:29,535.99373243 --> 00:11:36,610.99373243 So with that being said with it not being a full hookup, what are some of the big complaints you get? Oh my gosh, the gray tank is full. 141 00:11:37,50.99373243 --> 00:11:37,720.99373243 I can't believe it. 142 00:11:37,730.99373243 --> 00:11:39,390.99273243 We only took two showers. 143 00:11:39,740.99373243 --> 00:11:43,820.99373243 Why is it full? Well, because you took two 20 minute showers and it's a 40 gallon tank. 144 00:11:44,330.99373243 --> 00:11:46,140.99373243 Oh my gosh, this camper smells so bad. 145 00:11:46,360.99373243 --> 00:11:51,870.99373243 What's going on? Well, it's because the Tank is right below the toilet and you're not a full hookup. 146 00:11:51,870.99373243 --> 00:11:56,360.99373243 So the, you know, and your kid is standing there dropping Cheerios down the toilet with their foot on the pedal. 147 00:11:56,680.99373243 --> 00:12:01,200.99373243 So if you obsess on solving that problem, which the cool thing about it, right. 148 00:12:01,210.99373243 --> 00:12:04,910.99273243 Is it's actually going to lower your problems as well. 149 00:12:05,245.99373243 --> 00:12:09,825.99373243 So how do you solve that problem? You do a really good job of communicating. 150 00:12:09,835.99373243 --> 00:12:11,565.99373243 Hey, here's how that works. 151 00:12:11,885.99373243 --> 00:12:14,715.99273243 And because how that works, here's what we recommend you do. 152 00:12:14,725.99373243 --> 00:12:23,315.99373243 You don't try to take showers at the shower house, try to do, you know, just number one in the toilets, try to do these things and we put extra toilet drops below the toilet for you. 153 00:12:23,675.99273243 --> 00:12:30,355.99373243 So when you're obsessing on that potential problem and you're putting their needs first above yours, instead of. 154 00:12:30,570.99373243 --> 00:12:30,800.99373243 Right. 155 00:12:30,800.99373243 --> 00:12:34,900.99373243 We talked about this in the last podcast responding instead of reacting. 156 00:12:34,900.99373243 --> 00:12:39,10.99373243 So you're saying, Hey, we've done all these things proactively for you. 157 00:12:39,220.99373243 --> 00:12:44,340.99273243 You're going to cut down on your customer complaints since you've obsessed on their problems. 158 00:12:44,710.99373243 --> 00:12:48,750.99373243 And what are you going to do? You're going to increase your business because they're going to be super happy customers. 159 00:12:49,190.99373243 --> 00:12:53,560.99373243 And they're going to tell everybody in the world to rent from you and on and on and on. 160 00:12:54,410.99373243 --> 00:12:54,730.99373243 Yeah. 161 00:12:54,730.99373243 --> 00:12:55,140.99373243 And the. 162 00:12:55,695.99373243 --> 00:13:11,555.99373243 The conference I recently went to there was an author, Kevin Brown, and he was the keynote speaker, and he talked about how customers will only talk about you two times when you exceed their expectations, or when you don't meet their expectations. 163 00:13:12,25.99273243 --> 00:13:15,715.99273243 And they're always going to be louder when you don't meet their expectations. 164 00:13:16,35.99273243 --> 00:13:19,465.99373243 So yeah, communicating and educating them up front. 165 00:13:19,915.99373243 --> 00:13:26,455.99373243 of what they should expect is going to help that that you're meeting their expectations or exceeding them. 166 00:13:27,775.99373243 --> 00:13:28,715.99373243 Yeah, exactly. 167 00:13:28,715.99373243 --> 00:13:30,875.89373243 You know, and I think even post COVID, that's just. 168 00:13:31,595.99373243 --> 00:13:36,545.99373243 We're not, we haven't got back to treating a lot of each other like humans yet. 169 00:13:36,875.99373243 --> 00:13:48,115.99373243 And so yeah, the customer complaining and this and that, and, and that's one of the big things that people will put over your heads, right? Well, if you don't give me a full refund and this and that and send us to Disney, you're going to get a one star review. 170 00:13:48,115.99373243 --> 00:13:53,715.99373243 And what do we do? We quickly like, no, don't, I'm, I'm on the website right now, booking your Disney tickets. 171 00:13:53,715.99373243 --> 00:13:55,255.99373243 You're not giving me a one star review. 172 00:13:55,730.99373243 --> 00:14:04,760.99373243 And so, yeah, if we're doing a great job of communicating obsessing on their problems that is really going to make Their life easier. 173 00:14:04,760.99373243 --> 00:14:15,480.99373243 Give them a better experience and make your life easier, you know? And, and on that note if somebody threatens you with a one star review again, don't react, respond. 174 00:14:16,30.99373243 --> 00:14:20,650.99373243 And this comes, comes back to the love and logic that I was talking about in our last episode. 175 00:14:20,950.99373243 --> 00:14:21,700.99373243 One of the things they. 176 00:14:22,150.99373243 --> 00:14:46,385.99373243 Say to say his parents is well that may be or probably so or I don't know Or that could be so just these very disarming statements like hey that could be that you're going to give a one star review and i'm sorry to hear that but You know, my goal is to Not worry about that review right now, but to just, you know, continue to help you guys have a great experience. 177 00:14:46,395.99373243 --> 00:14:50,135.99273243 So, and then what do you do? You give them two powerful choices that they can make. 178 00:14:50,795.99373243 --> 00:15:00,845.89273243 And so in with the one star review too you can actually use those for the positive because you can, if you're obsessing on your customers. 179 00:15:01,65.99273243 --> 00:15:02,675.99273243 Problems and their experience. 180 00:15:02,755.99273243 --> 00:15:04,255.99273243 And you know, you do a great job of that. 181 00:15:04,495.99273243 --> 00:15:10,325.99273243 Once you get that, once a review, you can, because what do we do naturally? Unfortunately, as humans, we go towards the negative. 182 00:15:10,435.99273243 --> 00:15:11,665.99273243 That's just how our brains are wired. 183 00:15:11,925.99273243 --> 00:15:13,165.99273243 So someone's going to click on that. 184 00:15:13,165.99273243 --> 00:15:15,755.99273243 Once our review, as soon as they see it, when they're deciding to book with you. 185 00:15:16,355.99273243 --> 00:15:26,965.99073243 If you have a phenomenal response to that one star review, yeah, I do remember how that happened with the situation and, and also if you recall you know, these were the solutions that I offered. 186 00:15:27,285.99173243 --> 00:15:37,745.99173243 Actually, I'm happy to send screenshots of the conversation when you were cussing and yelling at me and I was responding politely and offering to do this and that and, you know, continuing to try and help you. 187 00:15:38,75.99173243 --> 00:15:40,275.99173243 Somebody's going to see that one star review. 188 00:15:40,710.99173243 --> 00:15:53,510.99073243 And they're actually going to side with you and have empathy and sympathy for you and say, man, I love how they handled this, this person that obviously was a jerk customer and you can literally turn that negative into a positive. 189 00:15:54,780.99073243 --> 00:15:55,20.99073243 Yeah. 190 00:15:55,20.99173243 --> 00:15:55,690.99173243 I love that. 191 00:15:55,750.99173243 --> 00:15:56,10.99173243 Yeah. 192 00:15:56,10.99173243 --> 00:15:59,50.99073243 Sometimes no matter what you do, you're not going to make people happy. 193 00:15:59,340.99173243 --> 00:16:10,780.99173243 So just, you know, remain level headed and stick to, you know, your systems, your processes, what you know, or how you want to run your business. 194 00:16:10,860.99073243 --> 00:16:12,910.99173243 And, you know, other people will see it. 195 00:16:14,40.99173243 --> 00:16:14,290.99173243 Yeah. 196 00:16:14,290.99173243 --> 00:16:20,160.99073243 And that really kind of comes back to the paradox thing, right? Like you think, well, no, a one star review is going to rule my business. 197 00:16:20,660.99073243 --> 00:16:21,870.99173243 That's just makes sense. 198 00:16:22,240.99173243 --> 00:16:25,560.99173243 But the paradox of it is you could actually have that great response. 199 00:16:25,770.99173243 --> 00:16:29,850.99173243 I literally just 30 minutes ago was on Airbnb looking. 200 00:16:31,20.99173243 --> 00:16:34,410.99173243 booking this resort for my daughter for a sweet 16 birthday. 201 00:16:34,850.99173243 --> 00:16:37,780.99173243 And what was the last review was a one star review. 202 00:16:38,220.99173243 --> 00:16:41,230.9917324 So what did I do? I naturally clicked into it to see what it was. 203 00:16:41,740.9917324 --> 00:16:46,530.9917324 The customer had all their complaints and then below it was this beautiful response. 204 00:16:46,890.9907324 --> 00:16:48,610.9907324 They weren't bashing the customer. 205 00:16:48,900.9917324 --> 00:16:52,220.9917324 All they were doing is they were addressing the complaints. 206 00:16:52,675.9917324 --> 00:17:00,985.9917324 Not the customer they were like, yeah, you know, like, like we mentioned the Internet that's actually provided by the resort. 207 00:17:00,985.9917324 --> 00:17:01,775.9907324 Not us. 208 00:17:02,115.9917324 --> 00:17:04,605.9917324 So sorry to hear, you know, that that happened. 209 00:17:04,915.9917324 --> 00:17:07,55.9927324 Oh, yeah, you kind of blow it. 210 00:17:07,55.9927324 --> 00:17:07,425.9927324 Oh, yeah. 211 00:17:07,425.9927324 --> 00:17:07,725.9927324 And I forget. 212 00:17:08,170.9927324 --> 00:17:22,350.9927324 And like I mentioned in the text you earlier, we actually put in a support ticket with them and they sent somebody to your room to look at it, but you wouldn't let them in the room and their policy is, you know, you have to give the approval and they just did such an eloquent job of responding to that. 213 00:17:22,350.9927324 --> 00:17:26,260.9917324 Once I review, I literally was like, Oh, I would book with them. 214 00:17:26,300.9927324 --> 00:17:28,210.9927324 And I didn't even look at all the five star reviews. 215 00:17:28,500.9927324 --> 00:17:32,270.9927324 I literally made my decision based on the response to a one star review. 216 00:17:33,500.9927324 --> 00:17:33,950.9927324 Yeah. 217 00:17:34,280.9927324 --> 00:17:34,500.9927324 Yeah. 218 00:17:34,500.9927324 --> 00:17:35,400.9927324 And like you said, it's. 219 00:17:35,860.9927324 --> 00:17:39,60.9927324 It's so illogical to think that way. 220 00:17:39,500.9927324 --> 00:17:41,400.9927324 But that's, you know, what makes it perfect. 221 00:17:42,450.9927324 --> 00:17:43,560.9927324 Yeah, it really is. 222 00:17:43,560.9927324 --> 00:17:44,50.9927324 Awesome. 223 00:17:44,470.9927324 --> 00:17:45,100.9927324 All right, y'all. 224 00:17:45,100.9927324 --> 00:17:50,860.9927324 Well, hopefully this episode blessed you and just remember the paradox of profits. 225 00:17:50,960.9927324 --> 00:17:53,550.9927324 And this really ties good to our last episode. 226 00:17:53,550.9927324 --> 00:18:01,670.9937324 So if you haven't heard that, go back and take a listen to that and just remember, respond over reaction. 227 00:18:01,700.9917324 --> 00:18:02,450.9927324 Take a minute. 228 00:18:02,690.9917324 --> 00:18:03,390.9927324 Take a breath. 229 00:18:03,900.9927324 --> 00:18:05,530.9927324 It's not that difficult. 230 00:18:05,540.9927324 --> 00:18:12,220.9927324 Like my grandma says, is this going to matter a week from now? Is this going to matter 30 days from now? The answer is no, it's not. 231 00:18:12,250.9927324 --> 00:18:13,310.9927324 You're going to forget. 232 00:18:13,780.9927324 --> 00:18:15,40.9917324 And life's going to go on. 233 00:18:15,40.9927324 --> 00:18:17,840.9927324 So we just want to encourage you guys. 234 00:18:18,140.9917324 --> 00:18:19,720.9917324 Yeah, you're doing a good job. 235 00:18:20,270.9917324 --> 00:18:21,460.9927324 Keep up the good work. 236 00:18:22,60.9927324 --> 00:18:29,140.9927324 Keep grinding, keep working hard to serve your customers and your family and give the rest to God and he will take care of it. 237 00:18:29,150.9927324 --> 00:18:31,840.9927324 So we will see y'all on the next episode. 238 00:18:32,120.9917324 --> 00:18:32,560.9927324 Thank you.
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