The real customer protection plan
Returning a rental car to the airport during a recent trip to Miami, I encountered an embarrassed rental agent who told me I’d be charged an extra half-day for being 35 minutes late with the car, plus a small fortune for the gas I had forgotten to buy.
What employee wouldn’t be embarrassed to have to treat a customer that way? In a well-meaning but futile effort to make amends, he suggested I get the company’s “protection plan” next time I rented. Protection plan? Was this a car rental company or organized crime? Unfortunately, many companies today find they can make a profit by abusing customers—and embarrass their employees in the bargain.
Living up to the Golden Rule—and avoiding bad profits—are recurring themes in the Ultimate Question 2.0. In this recent video, shot by Harvard Business Review, I talk about both—or what you might call the real customer protection plan.