{"id":109,"date":"2016-10-10T06:26:07","date_gmt":"2016-10-10T13:26:07","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2016\/10\/10\/fear-is-not-a-strategy-honesty-is\/"},"modified":"2023-08-31T05:17:32","modified_gmt":"2023-08-31T12:17:32","slug":"fear-is-not-a-strategy-honesty-is","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/fear-is-not-a-strategy-honesty-is\/","title":{"rendered":"Fear is not a strategy. Honesty is."},"content":{"rendered":"

Honesty > Fear. Every time.<\/strong><\/p>\n

I\u2019m currently on my way to Vancouver from Seattle for a wedding. I\u2019m also writing this on the car we just rented from Hertz. No I\u2019m not driving. The wife is. I wanted a chance to write my thoughts down before I arrive at the food-coma-land that is British Columbia.<\/p>\n

\"\"<\/figure>\n

Have you ever been offered a loss-damage waiver (LDW), or a liability coverage policy, or a personal accident insurance policy when renting a car? Of course you have. If not, let me explain. It\u2019s the car rental company\u2019s way of saying \u201cPlease pay up to 50% the daily rate of your car every day so we can cover you for things mostly our of your control like rocks that decide to crack your windshield. Oh yeah, we don\u2019t really tell you but your existing insurance covers you for all this already but we\u2019d still like your money.\u201d<\/p>\n

You\u2019re a car rental<\/em><\/strong>. You\u2019re in the business of lending cars to strangers who pay you for that service. Unless I\u2019m treating your rental car like Walter White<\/a>, things like rock chips, door scratches, and accidental encounters with tree branches are simply the cost of doing business. Adding fuel to fire is how customer service representatives are trained to deliver this type of up-sell. The agent I spoke to today attempted at convincing me, reasoning with me, guilting me, and scaring me into purchasing an LDW. In that order. Clearly the words \u201cno thank you\u201d don\u2019t mean much.<\/p>\n

\u201cHow much is your standard deductible? $1000? I wouldn\u2019t want to pay that if I were you.\u201d<\/em><\/p>\n

\u201cImagine getting your stuff stolen and having to repair a window while you\u2019re on vacation. I wouldn\u2019t want to deal with that.\u201d<\/em><\/p>\n

\u201cIf I were you I\u2019d buy it just for the peace of mind for my family.\u201d<\/em><\/p>\n

Seriously\u2026 Hertz, if you ever read this, please consider retraining some of your staff. You can\u2019t make this stuff up.<\/p>\n

Some good did come of this, however. The customer service representative next to my rep came by while my guy went to get the keys and said:<\/p>\n

\u201cDon\u2019t worry about it sir, the \u2018LDW\u2019 is just for an extra peace of mind. I never buy it myself since your current insurance should cover you already. Have a safe trip.\u201d<\/em><\/p>\n

Which brings me to my point\u200a\u2014\u200afear should never be a strategy. In fact, it\u2019s not a strategy at all. It\u2019s a scheme, a scam, a way of working with customers that directly takes advantage of their trust. It shuts people down and the only reason you\u2019ll make a sale is because they\u2019ve fallen for your scam. Good luck with customer loyalty once the smoke clears.<\/p>\n

Honesty however, is a strategy. It requires very little training and we\u2019re all naturally pretty good at it. Honesty breeds trust even if it doesn\u2019t serve you well at any given moment.<\/p>\n

\n

Interested in what else we have to say? Make sure to recommend this article and follow us for more stories about startup life, customer service, and tips on treating customers right.<\/em><\/p>\n

You can also find our multi-brand, multi-channel customer service platform at https:\/\/www.reamaze.com<\/a>. Follow @reamaze.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Honesty > Fear. Every time. I\u2019m currently on my way to Vancouver from Seattle for a wedding. I\u2019m also writing this on the car we just rented from Hertz. No I\u2019m not driving. The wife is. I wanted a chance to write my thoughts down before I arrive at the food-coma-land that is British Columbia. … Continue reading “Fear is not a strategy. Honesty is.”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":5650,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[32],"tags":[38,44,51,36,50],"class_list":["post-109","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-best-practices","tag-customer-service","tag-marketing","tag-small-business","tag-startup","tag-user-experience"],"yoast_head":"\nFear is not a strategy. 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