Positive RV Sales Trends Continue Good Credit, Product Availability and Demographics Help Fuel Sales Page 10

10 Things Customers Won’t Tell You page 29

SEPTEMBER 2015 Positive RV Sales Trends Continue Good credit, product availability and demographics help fuel sales page 10

Tapping into the Pent-Up Demand for Service page 18

2015 Convention Update page 20 Also: Selling to Women – The Differences You Need to Know page 30

C O N T E N T S September 2015

10 Positive RV Retail Market Trends Continuing 10 Demand for towables grew 12 to 14 percent during the early summer, and dealers were generally satisfied with 12 their inventory levels. 12 How Strong Employee Retention Practices Create Value in Your Dealership Want to keep that awesome staff of yours? Better feed them. 14 Stop Talking About Customer Service Success comes from action, not good intentions, says popular author/speaker Lisa Ford. 14 17 The Purchase Is the Wedding but the Service Is the Marriage The relationship between the customer and the service 17 department is like a marriage – it can last for years or be cut short. 18 How to Tap into the Pent-Up Demand 29 for Service There’s plenty of new business out there if you’re ready to make some adjustments in your service department. 29 10 Things Customers Won’t Tell You Here are some reasons why they took their business elsewhere. 30 30 Selling to Women – The Differences You Need to Know Put on your most professional persona and be prepared to 32 answer lots of questions. 32 Dan Saltzgiver: A Commitment to Training that Goes Beyond the Dealership Employees at Dan Saltzgiver’s dealership get raises for becoming certified. And they lose them if they fail to stay certified.

ALSO: IN EVERY ISSUE: 6 Looking ahead 36 RVDA endorsed products 9 Quick Takes 7 Chairman’s report 37 Mike Molino RV Learning 16 Create Some “Wow” in Your Parts Department 8 Ofﬁcers, directors, and Center contributors delegates 38 RV industry’s training calendar 20-27 Convention Update 38 Advertisers index

SEPTEMBER 2015 5 RV EXECUTIVE TODAY President: Technology and Phil Ingrassia, CAE

Technician Certification Vice President for Administration: By Phil Ingrassia, CAE, president Ronnie Hepp, CAE LOOKINGAHEAD Editor: dvances in technology have changed Mary Anne Shreve the way nearly all of us learn how to A Graphic Designer: do our jobs better and measure the results. Ginny Walker This is especially true for the RVDA-RVIA Technician Certification Program, which is co-managed by RVDA and RVIA. RVDA STAFF Working with the National Chuck Boyd Occupational Competency Testing Dealer Services Manager Institute (NOCTI), association volunteer Hank Fortune Director of Finance leaders and staff always strive to provide ProctorU is a live online service better access to certification testing for Jeff Kurowski that allows technicians to take Director of Industry Relations dealership employees and others who Paul Rogers participate in the program. a certification test from any Field Representative The goal has consistently been to comfortable location, using a Julie Anna Newhouse make it as efficient as possible for a candi- computer equipped with a web Marketing Manager date to demonstrate that he or she has the Brett Richardson, Esq., CAE camera and microphone. Director of Legal and knowledge to achieve certification, while Regulatory Affairs maintaining the test security and program Julianne Ryder integrity. Marketing Communications Specialist The benefits of online certification Terri Whiteside testing, which has been in place for seven ProctorU is a live online service that Accounting Clerk years, are fairly straightforward. Written allows technicians to take a certification testing, administered by proctors at the test from any comfortable location, using a MIKE MOLINO RV LEARNING CENTER STAFF test site, often required travel and time computer equipped with a web camera Karin Van Duyse Chief away from the job, and there were severe and microphone. Liz Fleming limitations on where and when hands-on The RVDA-RVIA RV Service Education Coordinator testing was available. Online testing is Technician Certification Governing Board Tony Yerman more cost-efficient for the RV technicians, approved the online proctor program, and RV Service Consultant their employers, and for the technician ––––––––––––––––––––––––––––––––––– it launched just a few weeks ago. A Isabel McGrath certification program itself. number of technicians have already used Technician Certification Registrar The drawback of online testing is a the new testing system and earned certifi- certain loss of control over the process. cation. RV Executive Today is published monthly by the The NOCTI testing data reviewed by Obviously, as with any new system, Recreation Vehicle Dealers Association of America at 3930 University Drive, Fairfax, VA staff shows how long it takes a candidate there’s a learning curve, and RVDA and 22030-2515. Periodicals postage paid at Fairfax, to finish a test – even how long a test RVIA staff are here to help navigate the VA 22030 USPS No. 062450. Issued monthly to all RVDA members as a membership benefit paid taker takes to read and answer a question. change. They’re constantly monitoring the for by their dues. NOCTI has administered thousands of situation and doing all they can to make it Postmaster please send address changes to: occupational tests and can accurately point accessible for everyone. RV Executive Today, 3930 University Drive, Fairfax, VA 22030-2515 The annual subscription out if there is something irregular in the The end result should be a program rate of $30 is a part of membership dues. process. In a small minority of tests taken, that meets the standards of the test itself. Editorial/Business Office: however, there have still been attempts to RVDA-RVIA Certified RV Technicians 3930 University Drive, Fairfax, VA 22030-2515 beat the system. have worked hard to earn certification, Phone (703) 591-7130 FAX (703) 359-0152 So how do you get the best of both and the changes should enhance their RV Executive Today (ISSN #1088-873X) Volume 19, Issue 9 worlds? Better access and test security and status within the industry and with our confidence? Enter the new online proctor For advertising information contact: customers. Julie Newhouse, marketing manager service called ProctorU. (703) 591-7130 x 103

6 RV EXECUTIVE TODAY CHAIRMAN’S REPORT CHAIRMAN’S

Fall, A Time to Reﬂect and Look Ahead By John McCluskey, chairman

or many areas of the country, we’re What we can say is that dealer F nearing the end of the summer surveys for RVDA, the investment firm selling season. I hope everyone carved RW Baird, and in the trade press time out of their busy schedules to consistently show that the majority of vacation with their families. We sell fun dealers would favor manufacturers and the family experience and, like our maintaining a consistent timeframe for customers, we need to take time to model year introduction so that dealers enjoy both. I recently had the chance to aren’t surprised after placing orders and be with my family in Wisconsin and so the industry maintains credibility again in Florida. The experience rein- with our customer base. forced to me why we’re in this business. The fall season is a good time to New Dealer Satisfaction reflect on what products sold well at our Index Survey dealerships and also review what Earlier this year, the RVDA products didn’t. Another thing we Industry Relations Committee and the Taking a walk with should look at is what products created my 1-year-old great- board of directors approved a revision positive customer experiences and granddaughter to the association’s Dealers Satisfaction Bailey on Hutchinson which ones didn’t. Some products come Island, FL Index (DSI) survey. The questions have in clean, allowing our customers to been revised to place a sharper focus on enjoy the RV lifestyle or their family dealer support and quality issues. The time. Other products rely on us to be buying opportunities are only good if survey itself is shorter and should be the final stage of the production line. we truly need the product and can sell easier to fill out. The more dealers who participate and the more brands that are Open House it before it becomes aged. Many manufacturers will be intro- rated, the better the information that’s Many of us are looking forward to ducing news models, floor plans, and provided to the manufacturers on how attending the Elkhart Open Houses. interior finishes at the Open Houses. they’re doing. I ask you to take time to These events have become one of two Generally, most models will continue to respond to the DSI this year. The key opportunities to view and purchase be sold as 2016s. The RV industry majority of the manufacturers do take new product. I encourage all dealers to allows staggered model year introduc- the results very seriously. consider adding to lines that enhance tions. New-year models start being As we move into the fall, it’s also your customer’s RVing experience. If introduced in January and continue time to make travel plans for the RV we’re selling high quality products, our through the first part of the year. Dealers International customers are happier, our dealerships Your RVDA Board of Directors Convention/Expo. It’s an ideal way to are more profitable, and the industry is has looked into this issue. Staggered educate management staff, and I stronger. Selling lower quality products introductions remain a painful issue for encourage you to register if you have may create short-term profits but does many dealers. However, a significant not already done so. not build long-term value for our deal- percentage of other dealers tell us either Like many of you, I’m preparing for erships. that they don’t care that there’s no set a busy fourth quarter of the year, and I Many of us will be offered deals time for model year changeover, or they hope to see you in Elkhart for the before we head to Elkhart and maybe disagree on whether the timeframe Open House and in Las Vegas for the some better ones when we are there. should be in the spring, summer, or fall. RVDA convention/expo! Not only should we support the manu- That makes it a difficult issue for the facturers who are focused on building current board of directors, as it has been quality products, we should also make for previous boards. sure to order within our business plan –

SEPTEMBER 2015 7 Chairman DELEGATES Indiana Nebraska South Carolina Randy Coy Debbie Brunoforte John McCluskey Alabama Nathan Hart Tony Staab Gloria Morgan Dean’s RV Superstore Little Dealer, Little Prices Florida Outdoors RV Rod Wagner Walnut Ridge Family Rich & Sons Camper Sales The Trail Center Tulsa, OK Mesa, AZ Center Madison RV Supercenter Trailer Sales Grand Island, NE North Charleston, SC (918) 664-3333 (480) 834-9581 Stuart, FL Madison, AL New Castle, IN (308) 384-2040 (843) 552-4700 [email protected] dbrunoforte@ (772) 288-2221 (256) 837-3881 (765) 533-2288 [email protected] [email protected] littledealer.com john@floridaoutdoorsrv.com [email protected] [email protected] David Hayes Nevada South Dakota Hayes RV Center Rex Floyd 1st Vice Chairman Alaska Iowa Beau Durkee Lyle Schaap Longview, TX Floyd’s Recreational Brian Wilkins Kevin Brown Jeremy Ketelsen Carson City RV Sales Schaap’s RV Traveland (903) 663-3488 Vehicles Wilkins R.V. Inc. Arctic RV & Interior Ketelsen RV Inc. Carson City, NV Sioux Falls, SD [email protected] Norman, OK Bath, NY Topper Hiawatha, IA (775) 882-8335 (605) 332-6241 (405) 288-0338 (607) 776-3103 Fairbanks, AK (319) 377-8244 [email protected] [email protected] Ben Hirsch rxfl[email protected] [email protected] (907) 451-8356 [email protected] Campers Inn of Kingston [email protected] New Hampshire Tennessee Kingston, NH Crosby Forrest 2nd Vice Chairman Kansas Scott Silva Roger Sellers (603) 642-5555 Dixie RV Superstore Darrel Friesen Arizona Bill Hawley Cold Springs RV Tennessee RV Sales & [email protected] Newport News, VA All Seasons RV Center Devin Murphy Hawley Brothers Inc. Corporation Service, LLC (757) 249-1257 Yuba City, CA Freedom RV Inc. Dodge City, KS Weare, NH Knoxville, TN Ed Lerch [email protected] (530) 671-9070 Tucson, AZ (620) 225-5452 (603) 529-2222 (865) 933-7213 Lerch RV Darrel@ (520) 750-1100 [email protected] [email protected] [email protected] Milroy, PA Ernie Friesen allseasonsrvcenter.com [email protected] (717) 667-1400 All Seasons RV Center Kentucky New Jersey Texas [email protected] Yuba City, CA Treasurer Arkansas NeVelle Skaggs Brad Scott Mark Clay (530) 671-9070 Tim Wegge Michael Moix Skaggs RV Country Scott Motor Home Southern RV Supercenter Scott Loughheed [email protected] Burlington RV Superstore Moix RV Supercenter Elizabethtown, KY Sales Inc. Tyler, TX Crestview RV Center Sturtevant, WI Conway, AR (270) 765-7245 Lakewood, NJ (903) 882-3225 Buda, TX Andy Heck (262) 321-2500 (501) 327-2255 [email protected] (732) 370-1022 mark@ (512) 282-3516 Alpin Haus [email protected] [email protected] bscott@ southernrvsupercenter.com [email protected] Amsterdam, NY Louisiana scottmotorcoach.com (518) 842-5900 Secretary California Jim Hicks Utah Mike Noble [email protected] Mike Regan Troy Padgett Southern RV Super New Mexico Jared Jensen Noble RV Inc. Crestview RV Center All Valley RV Center Center Inc. Rick Scholl Sierra RV Corp Owatonna, MN Rick Horsey Buda, TX Acton, CA Bossier City, LA Rocky Mountain RV World Sunset, UT (507) 444-0004 Parkview RV Center (512) 282-3516 (661) 269-4800 (318) 746-2267 Albuquerque, NM (801) 728-9988 [email protected] Smyrna, DE Mike_regan@ [email protected] jim@ (505) 292-7800 [email protected] (302) 653-6619 crestviewrv.com southernrvsupercenter.com [email protected] Mike Rone [email protected] California Vermont Sonny’s RV Sales Inc. Past Chairman Joey Shields Maine New York Scott Borden Evansville, WY Tim O’Brien Jeff Hirsch Pan Pacific RV Centers Inc. Linda Mailhot Jim Colton Pete’s RV Center (307) 237-5000 Circle K RVs Campers Inn of Kingston French Camp, CA Seacoast RV Colton RV South Burlington, VT [email protected] Lapeer, MI RVDA BOARDS: OFFICERS, DIRECTORS,Kingston, & DELEGATES NH (209) 234-2000 Saco, ME N Tonawanda, NY (802) 864-9350 (810) 664-1942 (603) 642-5555 [email protected] (207) 282-3511 (716) 694-0188 [email protected] Adam Ruppel [email protected] [email protected] [email protected] [email protected] Good Life RV Colorado Virginia Webster City, IA Dan Pearson Director Tim Biles Maryland North Carolina Lindsey Reines (515) 832-5715 PleasureLand RV Rod Ruppel Pikes Peak Traveland Greg Merkel Steve Plemmons Reines RV Center Inc. [email protected] Center Inc. Good Life RV Colorado Springs, CO Leo’s Vacation Center Inc. Bill Plemmons RV World Manassas, VA St. Cloud, MN Webster City, IA (719) 596-2716 Gambrills, MD Rural Hall, NC (703) 392-1100 Rod Ruppel (320) 251-7588 (515) 832-5715 [email protected] (410) 987-4793 (336) 377-2213 [email protected] Good Life RV d.pearson@ [email protected] [email protected] [email protected] Webster City, IA pleasurelandrv.com Connecticut Washington (515) 832-5715 Director Chris Andro Massachusetts Ohio Ron Little [email protected] Cammy Pierson Sherry Shields Hemlock Hill RV Sales Brian Sullivan Dean Tennison RV’s Northwest Inc. Curtis Trailers Inc. Pan Pacific RV Centers Inc. Inc. Campers Inn of Raynham Specialty RV Sales Spokane Valley, WA Earl Stoltzfus Portland, OR French Camp, CA Milldale, CT Raynham, MA Lancaster, OH (509) 924-6800 Stoltzfus RV’s & Marine (503) 760-1363 (209) 234-2000 (860) 621-8983 (508) 821-3366 (740) 653-2725 [email protected] West Chester, PA [email protected] [email protected] [email protected] [email protected] [email protected] (610) 399-0628 West Virginia estoltzfus@ Joe Range Director Delaware Michigan Oklahoma Lynn Butler stoltzfus-rec.com Range Vehicle Center Inc. Ron Shepherd Ryan Horsey Chad Neff Ron Shepherd Setzer’s World of Hesperia, CA Camperland of Oklahoma, Parkview RV Center American RV Sales & Camperland of Oklahoma, Camping Inc. Glenn Thomas (760) 949-4090 LLC Smyrna, DE Service Inc. LLC Huntington, WV Bill Thomas Camper Sales [email protected] Tulsa, OK (302) 653-6619 Grand Rapids, MI Tulsa, OK (304) 736-5287 Wentzville, MO (918) 836-6606 [email protected] (616) 455-3250 (918) 836-6606 [email protected] (636) 327-5900 Dell Sanders ron_shepherd@ [email protected] ron_shepherd@ [email protected] J. D. Sanders Inc. camperlandok.com Florida camperlandok.com Wisconsin Alachua, FL Rob Rothenhausler Minnesota Mick Ferkey Larry Troutt III (386) 462-3039 Director Ocean Grove RV Will Jarnot Oregon Greeneway Inc. Topper’s Camping Center [email protected] Glenn Thomas Supercenter PleasureLand RV Center Lisa Larkin Wisconsin Rapids, WI Waller, TX Bill Thomas Camper St. Augustine, FL St. Cloud, MN Gib’s RV Superstore (715) 325-5170 (800) 962-4839 Marty Shea Sales Inc. (904) 797-5732 (320) 251-7588 Coos Bay, OR mickferkey@ [email protected] Madison RV Supercenter Wentzville, MO [email protected] w.jarnot@ (541) 888-3424 greenewayrv.com Madison, AL (636) 327-5900 pleasurelandrv.com [email protected] Bill White (256) 837-3881 [email protected] Georgia Wyoming United RV Center [email protected] Doc Allen Mississippi Pennsylvania Sonny Rone Fort Worth, TX RVRA Representative C.S.R.A. Camperland Inc. Stephen (Snuffy) Smith Greg Starr Sonny’s RV Sales Inc. (817) 834-7141 Bill Thomas Scott Krenek Martinez, GA Country Creek RV Center Starr’s Trailer Sales Evansville, WY [email protected] Bill Thomas Camper Krenek RV Center (706) 863-6294 Hattiesburg, MS Brockway, PA (307) 237-5000 Sales Inc. Coloma, MI docallen@ (601) 268-1800 (814) 265-0632 [email protected] Participating Past Wentzville, MO (269) 468-7900 csracamperland.com [email protected] [email protected] Chairmen (636) 327-5900 [email protected] VACANT Bruce Bentz [email protected] Idaho Missouri Rhode Island Hawaii Capital R.V. Center Inc. RVAC Chairman Tyler Nelson Ted Evans Linda Tarro North Dakota Bismarck, ND Larry Troutt Tom Stinnett Nelson’s RVs Inc. Mid America RV Inc. Arlington RV Super (701) 255-7878 Topper’s Camping Center Tom Stinnett Derby City Boise, ID Carthage, MO Center Inc. AT-LARGE [email protected] Waller, TX RV (208) 322-4121 (417) 353-4640 East Greenwich, RI Bob Been (800) 962-4839 Clarksville, IN [email protected] [email protected] (401) 884-7550 Affinity RV Service Sales Randy Biles [email protected] (812) 282-7718 [email protected] & Rentals Pikes Peak Traveland Inc. [email protected] Illinois Montana Prescott, AZ Colorado Springs, CO Richard Flowers Ron Pierce (928) 445-7910 (719) 596-2716 RV Learning Center Larry’s Trailer Sales Inc. Pierce RV Supercenter bobbeen@affinityrv.com [email protected] Chairman Zeigler, IL Billings, MT Jeff Pastore (618) 596-6414 (406) 655-8000 Hartville RV Center richardfl@ [email protected] Hartville, OH larrystrailersales.com (330) 877-3500 [email protected]

8 RV EXECUTIVE TODAY QUICKTAKES Info For The Big Picture

mployers, the Millennial generation will Esurpass the Baby Boomer generation this year as the nation’s largest living generation, according to the U.S. Census Bureau. Millennials (those aged 18 to 34 in 2015) will number 75.3 million, overtaking the projected 74.9 million Boomers (those aged 51 to 69). Better get to know your future employees and how they differ – or don’t – from the Boomers.

Millennials aren’t the job hoppers they’re made out to be: Average number of years that 25- to 34- year-olds have been at their current job 1983: 3.2 years From Bureau of 2012: 3.2 years Labor Statistics

Millennials have some of the same Millennials career goals as Baby Boomers: Born 1981-1997 Millennials Boomers Baby Boomers Make a positive impact on my organization 25% 23% Born 1946-1964 Help solve social/environmental challenges 22% 24% Work for a top organization in my industry 21% 23% Achieve financial security 17% 18% Source: IBM

Millennials name top attributes of the perfect boss: Ethical and fair 35% Transparent and shares information 35% Dependable and consistent 32% Clearly defines goals and expectations 31% Recognizes my accomplishments 29% Source: IBM

What does it take to keep Millennials engaged at work? Inspirational leadership 33% Clearly articulated vision 32% Work/life balance 31% Performance based recognition 31% Source: IBM

SEPTEMBER 2015 9 R V T R E N D S Positive RV Retail Market Trends Continuing By Jeff Kurowski

RV retail market trends lower prices to get dealer orders. economic trends, the RV market is remained encouraging during the Sixty-four percent of dealers on the upswing also thanks to “Go May-through-July period, with the surveyed said their towable invento- RVing ads, Geico commercials, and demand for towables growing 12 to ries were just right, while 44 percent the new RV shows, which create a 14 percent, according to investment said their motorhome inventories growing desire for the lifestyle,” said Rfirm Robert W. Baird & Co. in part- were just right. another dealer. nership with RVDA. Towable inventories were at 93 However, other dealers, particu- Although the demand for days at the end of July, compared larly in the towables sector, said chal- motorhomes was flat during that with 98 days a year earlier, and lenges remain. One indicated that he period, Baird believes the motorhome inventories were at 143 won’t be buying at the open house motorhome sector will benefit as the days, up from 133 days a year earlier, this year. “I’m tired of having dated U.S. economy continues to expand. according to Baird. inventory during height of season Motorhome sales currently are only As one dealer said, “We’ve had a (with) lot rot, and it seems there are 54 percent of what they were at their very strong year with several record- always deals at the end of the month. peak prior to the Great Recession. setting months. We’ve had excep- This industry really needs to revamp In the towables sector, travel tional weather in the Northwest, and its pricing structure so there is trailers surpassed their previous peak combined with lower fuel prices and stability in pricing from manufac- levels and fifth wheels approached some new strategies, we’re up 20 turers.” their pre-recession peak, thanks in percent in sales and 100 percent net.” Another dealer said he “signifi- part to “value-priced product” and Another dealer said the RV cantly tightened up the number of increased towing capacity of pickups industry currently is in a “very favor- units on the ground. We didn’t drag and SUVs. able environment – cheap credit, a bunch of aged stuff through Robust early summer quarter good product availability, excellent another winter. We are watching it retail sales left dealers feeling that demographics – both in number of closer than ever before so we don’t their inventories were at appropriate available customers and level of get our cash sucked up on curtail- levels, which decreases the likeli- participation.” ments on inventory that leaks and hood that manufacturers will have to In addition to favorable doesn’t get better with age.” n

Towable RV Inventory Motorhome Inventory Comfort Level Comfort Level

Used Towable RV Used Motorhome Inventories Inventories

10 RV EXECUTIVE TODAY *Charts may not total 100% due to rounding. SEPTEMBER 2015 11 POWER TO THE PEOPLE: How Strong Employee Retention Practices Create Value in Your Dealership By Maryellen Adams When it comes to creating a sense of value and Create employee-friendly reputation for their RV dealerships, owners and managers policies, and be willing to tend to gravitate to marketing campaigns and sales change them promotions. But there’s a more important element to Tom Stinnett of Tom Stinnett Derby business growth and quality – your employees. City RV in Clarksville, IN, noticed that employees were abusing the sick-day policy he instituted, using up sick time as soon as they accrued it. “We realized we needed a ven the most brilliant marketing better, more positive way to let them have campaign will be wasted if you don’t that time, so we just gave them six more E have talented and creative profes- vacation days instead.” sionals to back it up. You need a team of Now, employees decide how to use the employees with a shared mission – and a time, and the negative feelings about people dealership environment that encourages “skipping work” are gone. If employees have them to stay. How do you get to that point? family issues or serious health concerns, the Consider these ideas: dealership works to accommodate their Hire for cultural fit, not just needs instead of falling back on an inflexible for experience policy. “That’s what employee retention is really about – respecting your employees and Good retention starts with good hiring showing them appreciation,” says Stinnett. practices. You may think you’ve found the “It’s hard not to most knowledgeable, well-versed manager in Feed everyone regularly feel friendly the history of RV sales, but if that person People love to eat with each other – when you’re makes your other employees scan the want chatting and that’s why there are so many company sharing ads, it’s a bad hire. View a candidate through picnics and potlucks. It’s hard not to feel barbecue and multiple lenses, including whether he or she friendly when you’re chatting and sharing potato salad.” can “click” with existing employees. barbecue and potato salad. And that sense of camaraderie carries through into everyday work. Give your staff some surprise treats or catered meals: Bring in breakfast, have a quarterly dinner, or take lunch orders. A survey of over 1,000 full-time professionals found that 60 percent said having more food at the office would make them feel more valued and appreciated. They also said that company-provided lunches helped foster better working relationships and more internal collaboration. Make wages competitive If your RV dealership tries to rely on perks instead of competitive wages, then you’d better get used to turnover. Offering a fair, living wage is part of showing respect to employees, says Stinnett. And give

12 RV EXECUTIVE TODAY employees advancement opportunities within are part of that,” Stinnett says. the dealership, bonuses when applicable, “Making sure that you take raises on a regular basis (contingent on nothing and no one for granted is performance), and other financial incentives. one of the most powerful ways that When employees feel like stakeholders you can make sure employees stay in the business, they invest their energy in with you.” turning the company into a success. And Employee retention policies they refer others to the dealership for job don’t have to break the budget or openings, giving you a steady pipeline of turn into overly complex talent. programs. People just want to feel That sense of appreciated and that they’re part of a team. Make rewards into a equality helps Having policies that support your retention team effort employees is crucial for more than morale. because it Don’t reward just the sales team for Good policies create a deep sense of creates strong teamwork that hitting the numbers. “Whether you’re on the community and establish your dealership as people are floor or you’re doing administrative support, the place to work. This, in turn, attracts a reluctant to you’re equally important in getting to the higher caliber of talent and ultimately lowers leave. sales number we want every month,” says your cost-per-hire expenses. Stinnett. At his dealership, the reward Maryellen Adams is director of the automo- comes in the form of cash, delivered in an tive division at CareerCo, working with clients equal amount to every employee at a in the automotive and RV industries as a monthly appreciation event. recruitment/staffing expert. She will present That sense of equality helps retention “Best Practices in Hiring and Retaining Talent because it creates strong teamwork that in RV Retail” on Wednesday, Nov. 4, during people are reluctant to leave. “We have a the 2015 RV Dealers International culture of recognition here, and the bonuses Convention/Expo. n

SEPTEMBER 2015 13 SERVICE “Shouldn’t Stop Talking About every year be Customer Service the year of the customer?” By Lisa Ford

emember these Success comes from slogans – “The action, not good inten- R customer is always tions. The best right” and “The customer managers go beyond comes first”? I once spoke talking about what they at an event whose theme should do and simply was “The Year of the do it. Great customer Customer.” But service is about deliv- “Success comes shouldn’t every ering what you promise, year be the year being nice, creating you loyal? And when was from action, not of the customer? systems so your people can the last time your insurance Managers read deliver what’s needed, and good intentions.” agent called just to check in all the books (or doing lots of little things and thank you for the past at least buy the right. few years of prompt books) and pledge alle- But in the real world, I premium payments? giance to the concept of see three levels of service: Become a student of the customer service, but their rudeness, indifference, and companies that are getting it service remains mediocre. exceptionality. Of those right. Call GoDaddy.com Why? three, indifference seems to and be amazed at the be the most common. personalized, enthusiastic Here’s one of my recent service given by real, live experiences with indiffer- people who answer the ence. While I was renting a phone. Find friends or car, the customer service colleagues who are insured agent folded the rental by USAA and ask about contract, told me how to their service experiences. find the car and the space Take a field trip to a Four number, and then said, Seasons Hotel and be ready “Thank you, sir.” Wrong – to take notes. You know I’m a “ma’am.” And better most of this stuff. It’s time yet, he could have said, to do it. “Thank you, Ms. Ford.” The Exceptional service is misstatement showed indif- required to create loyal ferent, robotic service. customers. Think about Organizations can be ways your organization can very good at processing move beyond talking about customers, but very few memorable service to excel at serving and satis- actually delivering it. fying them. Rather, we get Lisa Ford is a noted processed all the time. author and trainer on Think about your typical customer service. For more trip to the bank – you get information, visit what you want, you get www.lisaford.com or call what you need. However, (770) 394-4860. n did anything occur that left you with a positive impression and that would keep

14 RV EXECUTIVE TODAY UP WITH PEOPLE SKILLS Customer demands are rising – your staff needs better service skills our employees and their Loyalty in a Dynamic where it is listed in Ycustomer service skills may Competitive Marketplace” the center’s catalog be the only things that set your demonstrates listening techniques of products and dealership apart from the that make a difference, essential programs. competition. Today’s customers habits of customer service, and Ford, who speaks are more sophisticated and techniques for handling internationally on demanding than ever before, so disgruntled customers. Frontline customer service issues, it’s vital that employees’ people staffers will learn how to: is author of the skills rise to the challenge of • Uncover customer needs videotape series “How meeting customers’ expectations. • Calm angry customers to Give Exceptional The Mike Molino RV • Listen attentively Customer Service,” the Learning Center offers a new • Handle conflict number one-selling DVD training video from business tape in the • Maintain a “customers first” author/trainer Lisa Ford that United States for more attitude all day provides techniques for improving than three years. This series is also customer service at every point of The 125-minute DVD is available through the RV Learning $59.95 and can be ordered online contact throughout the dealership. Center. n “Customer Service Strategies through the RV Learning Center that Work – How to Create More (www.rvlearningcenter.com),

SEPTEMBER 2015 15 PARTS & SERVICE Create Some “Wow” in Your Parts Department By Bob Clements

eople don’t think about parts Puntil they need them, which is why you need to make sure they’re already aware of your inventory. One of the easiest ways is to set up accessory displays in your showroom near the new units on display. While customers who are looking at new units aren’t necessarily thinking about parts at that moment, a display conveniently located nearby will burn an image into their minds so that, when they do need parts, they think of you. Keep your fast moving parts in your parts showroom, and use the Someone at the parts counter should Rotate your stock to end caps on your displays to feature take 30 minutes every day to reset the keep it fresh seasonal parts. Displaying products displays, making sure they’re clean Pull old, tired-looking product that fit the season is a simple way to and organized and that the product from displays and let the service turn up sales and improve profit. labels face out. When it comes to displays there department use it. They won’t care are three rules: Use signage what the label looks like, and it gives you the ability to keep a fresh clean Customers shouldn’t have to Appearance is look for the customers. randomly hunt for what they need. everything Finally, although dealerships put Put up signs. Depending on the a lot of effort into advertising and There’s nothing more unap- season, have fast-moving parts clearly marketing their new units, few pealing than displays that are dusty, identified with a sign that quickly leverage their ads to promote their disorganized, and poorly stocked. catches customers’ eyes. parts department. I encourage all my dealers to mention their parts department in every ad they do by saying something as simple as, “We carry an Who’s Afraid of the Big Bad Box? extensive inventory of parts for almost every need.” You’re creating an our parts department’s competition may not be who you think. image in customers’ minds that you Mass merchandisers, for instance, typically have no one on Y are the place to come when they have staff with the expertise to help customers determine what they a parts need. need. And not only are their parts selections limited but, in most Bob Clements is president of Bob cases, the few parts they sell are priced the same or higher than Clements International, a training comparable parts at a dealer- and development company special- ship. When Bob Clements works izing in developing high-performance with dealership parts depart- dealerships. He will present “Take on ments, he spends an evening the Mass Merchandisers, the Internet, checking out prices at the local and Win,” “Turn Your Service mass merchants, where he Department into a Cash Machine,” consistently finds that the deal- and “Creating a High Performance ership has better pricing on Parts Department” on Wednesday, most items. Nov. 4 during the 2015 RV Dealers International Convention/Expo. n

16 RV EXECUTIVE TODAY The Purchase is the Wedding, but the Service is the Marriage! By George Dans

here must be thousands of customers with service Texperiences that were so bad even therapy won’t help them get over it. What the offending companies failed to realize is that the original sale is just the wedding, but service is the marriage. It’s the same in RV dealerships – the relationship between the service department and customer is the actual marriage, and it could last years or be cut short. The most important rule in service is to give world- class treatment to every customer – make them feel important and watch how they warm up. Service, after all, is not a department, it’s an attitude, and sometimes our attitude ruins the entire experience for the customer. Service advisors can get impatient and testy under the stress of unavailable parts, angry customers, and broken promises. “It’s really pretty simple – greet the customer, make good eye But strive to keep it positive at all contact, use their name, build some rapport, define the problem times – do your best to be a problem by asking questions, and then do a walk-around of the RV.” solver instead of being part of the problem. It’ll go far toward gaining the confidence and trust of your customers. That way, when it’s time to recommend service, the chances of them saying yes are greatly improved. It’s really pretty simple – greet the customer, make good eye contact, use their name, build some rapport, define the problem by asking questions, and then do a walk-around of the RV. Recommend the needed service and suggest other work that they might want to think about getting done at the same time. If they say no, reply, “I understand, however, the last thing you want is for your RV to break down when you need it the most, so let’s just go ahead and get it taken care of now. I’m sure we can have it by Thursday or Friday – what works best for you?” If they say that it’s too expensive, reply, “No problem, you can also pay by debit or credit card. Which will work best for you?” Notice my wording: I just keep moving on and not stopping and not giving up. If you have the customer’s trust, you have the world. Without it, you just have a minor $39.50 repair. George Dans, president of the George Dans Group, is an international sales trainer and consultant in the automotive industry. He will present “Just Close It - If You Don't Close, You Lose,” “Can they Sell at the Counter, or Are They Order Takers?” and “Service Isn't a Department, It's About the Attitude” on Nov. 5 during the 2015 RV Dealers International Convention/Expo. n

SEPTEMBER 2015 17 How to Tap into the Pent-Up Demand for Service By Don Tipton

ent-up service demand is the single biggest oppor- P tunity to increase RV dealership revenue and even pick up some new sales customers. The current backlog of service work is not only unrealized revenue but also a problem brewing for the sales department. Sales customers who can’t get into your service department within a reasonable time frame will consider buying somewhere else in the future. The sales to service/service to sales cycle is broken. A high-performing sales department creates a lot of pressure on the back end to have units prepped and ready for delivery deadlines. The customer-pay and warranty work usually gets squeezed out of the appointment schedule. As a result, many shops are scheduling work as far out as six to eight • Add prep-only techs. These apprentices can shadow weeks or more. experienced technicians, then perform prep work them- Here are some options to shorten the repair schedule and selves. Their first several jobs performed solo should be generate additional income. inspected by a senior technician for quality control. • Add apprentice technicians to mentor with your Performing partial or complete preps can pay benefits experienced technicians. These recruits could come from during your busy selling season when there’s a push to get trade schools and referrals by existing employees. These units delivered. Most of the warranty items will have individuals should be able to perform basic services such as already been identified and resolved, so the customer won’t winterizing and de-winterizing, wheel bearing packs, and have to return to have those items replaced. preps fairly quickly. They may initially be an extra expense, but as they become productive they help pay for them- • Improve your current staff’s efficiency. Analyze all the selves. Creative technician/apprentice pay plans can reduce situations that reduce productive technician time: techs out or even eliminate any additional expense. back smoking, waiting on parts, waiting on the next job, waiting for job approvals, waiting for units to be moved, re- • Rethink your scheduling priorities. Large structural arranging the showroom or sales lot. These lost minutes jobs can be delayed until a slower season, allowing smaller add up to hours that could be sold to someone. jobs that turn over faster. Those small customer-pay jobs improve your effective labor rate, billed hours, gross profit, • Consider a modified flat-rate pay program. If you cash flow, and customer experience. Establish a scheduling currently pay technicians by the clock hour, you might priority and follow it. There will be exceptions, but monitor consider a modified flat rate program. One way of doing them. Here’s a sample scheduling priority: this is to pay a higher rate for billed hours than you pay for clock hours. At the end of the pay cycle the technician Units sold: would receive the greater amount of the two. • within the past month • Consider express service. An example: If you can handle • within the past three months winterizations while the customer waits then the time spent • within the past six months dropping the unit, moving and storing the unit, moving it • within the past year into the shop and then moving it back into storage is all • Units sold by this dealership saved. This requires advance scheduling and dedicated tech- • Other customer-pay work, regardless where sold nicians. The express service could grow to include other • Other warranty work operations such as wheel bearing packs, state inspections, • Consider a second shift. Most shops are only occupied plug & play brake controls, roof vent replacements, and by technicians eight hours of the 24-hour day. A second operations that take less than two hours. shift could be set up as 4 – 10 hour days, Monday through Don Tipton is president of DTC Retail Consulting, which Thursday and only to perform preps that require less super- trains RV parts and service departments. He will present “Habits vision, parts support, and technician skill. Or, extend the and Practices of the Exceptional Service Advisor” and “Structure shop hours or days worked, and limit employee time off Your Service Department to Be Profitable” on Nov. 5 during the during your peak selling season. 2015 RV Dealers International Convention/Expo. n

18 RV EXECUTIVE TODAY

11:00 a.m. - 5:00 p.m. 11:00 - 5:00 p.m. RVDA of Canada Board of Directors lunch & meeting • 11:30 a.m. - 2:30 p.m. RVDA of America Board of Delegates

2:45 - 5:00 p.m. Partners in Progress meeting: 2:45 - 3:45 p.m. KZ RV • 4:00 - 5:00 p.m. Crossroads 2:45 - 3:45 p.m. Vendor Training +Plus: A Leadership Primer, Diversified Insurance Management Inc. & P&H Group

MONDAY 5:15 - 6:30 p.m. Society for Certified RV Professionals Reception “Think your way to success!” Bob Clements Sponsored by Protective

Hire and Retain Top Talent! 8:15 - 9:15 a.m. 8:15 a.m. - The Omnia Group 2:15 p.m. New Products from MAXXAIR and SUBURBAN – Turnkey Profit Center Programs from Lippert Components Using New 9:30 - 10:30 a.m. Revolutionary and Reliable, AIRXCEL Inc. Lippert Components Experienc Vendor Cash Conversions, Diversified Insurance Increasing Your Bottom Line with Certified Pre-Owned RVs Integrated Training 10:45 - 11:45 a.m. Management Inc. & P&H Group RV Inspection Connection Maintaining Profits and Compliance in Today’s The Online (Sales) Playbook Workshop Technolog 12:00 - 1:00 p.m. +Plus: Legal Environment, AGWS eBay Motors Generatio Leading From the Neck Up to Bring Your Net Up Learn How a Certified RV Inspection of Rental Units Can Why WFC 1:15 - 2:15 p.m. RV Dealer Pro Training Reduce Headaches, RV Inspection Connection Today’s RV 8:15 - 11:45 a.m. The Adaptable (Young) RV Executive, Presented by David Spader (additional fee and advance registration required)

9:30 a.m. - 2:15 p.m. Partners in Progress meetings: 9:30 - 10:30 a.m. Jayco • 10:45 - 11:45 a.m. Forest River Towables • 12:00 - 1:00

TUESDAY 11/3 TUESDAY 12:00 - 2:15 p.m. Learn How Renting Will Enhance Your Sales, Service, Parts and F&I Business, Scott Krenek, Martin Onkin, & Dan Pearson, RVRA in partnership w

2:30 - 4:00 p.m. GENERAL SESSION: Create Distinction – When “Great” Isn’t Good Enough to Grow Your Dealership, Scott McKain Platinum Ballroom

4:00 - 7:00 p.m. Expo Open with Reception in Both Halls (Reception sponsored by Forest River Inc.)

7:00 - 8:30 p.m. RVDA of Canada Reception (open to all Canadians)

EDUCATION TRACKS: DEALER/GM SALES SOCIAL MEDIA/eMARKETING F&I 8:00 a.m. Dealer lounge opens Sponsored by Thor Industries

Eliminating that Demarcation Line Principle Centered Selling How Positive Reviews Drive Ethics fo 9:00 - 10:00 a.m. Between Your Departments Randy Sobel Traffic to Your Dealership Bill Kos David Foco Peter Martin

10:15 - 11:15 a.m. RVDA of America Annual Meeting • RVDA of Canada Annual Meeting

11:00 a.m. - 3:00 p.m. Expo Open (Lunch Served in Both Halls beginning at noon)

7 Traits of a Successful Leader The Customer of the Future – Creating a Killer Online Turning 2:00 - 3:00 p.m. Nancy Friedman Will Tomorrow’s Customer Be Yours? Video Strategy The Imp Christine Corelli Phil Sura Options

Overcoming Profit Best Practices Telephone Inquiries Are Not Always Driving Service Revenue to 3 Oppo 3:15 - 4:15 p.m. Pitfalls, Chuck in Hiring, About Price, Nancy Friedman Improve Vehicle Sales Says ‘N Marzahn Maryellen Adams Peter Martin WEDNESDAY 11/4 WEDNESDAY 4:15 - 5:30 p.m. Young RV Executives Reception Sponsored by Coach-Net

5:30 - 7:30 p.m. RVBusiness Top 50 Dealers Awards Reception Platinum Ballroom

Key to Determining the Hiring and How to Sell to Women Social Media & Website Content A Fast T 9:00 - 10:00 a.m. Development Criteria for Top Sales Christine Corelli & Doug Dvorak Analysis and Strategy Greg A Performance, Ricardo Roman Bob McCann Has Your Dealership Budgeted for Just Close It – Digital Marketing What’s Now Chemic 10:15 - 11:15 a.m. Wage and Hour Litigation? If You Don’t Close, You Lose and What’s Next - A Hassl James Hendricks, Jr. (additional fee) George Dans Samantha Scott Wade W

11:00 a.m. - 2:00 p.m. Expo Open (Lunch Served in Both Halls beginning at noon)

2:00 - 5:30 p.m. Optional Events

Displaying Dynamic Leadership in Your Putting the Principles at Work Five Myths About Search Using In 2:00 - 3:00 p.m. Dealership: How to Succeed in Business in Your Dealership Engine Marketing Rich Mo Doug Dvorak Randy Sobel Bob McCann

Aligning Your Team for Results Obtain and Surpass Your Goals Thru Digital Marketing for Dealers Keeping 3:15 - 4:15 p.m. Christine Corelli Effective Appointment Setting & Self Rich DeLancey World:

THURSDAY 11/5 THURSDAY Generating! Joni Stuker Duane

Follow Me, I’m Right Behind You! Managing for Sales Success Appeal to the Eye, Engage for the Buy – Success 4:30 - 5:30 p.m. How to Lead & Influence Others Doug Dvorak Leveraging Visual Selling Techniques Robert A Jody Urquhart Samantha Scott

5:30 - 7:30 p.m. Evening Event

FRI 8:00 - 10:15 a.m. 8:00 - 9:00 a.m. Compliance Education: Compliance and Your Dealership: What You Don’t Know CAN Hurt You, Richard Moore lunch & meeting Preliminary Schedule: check rvda.org for updates EDUCATION MATRIX

w IDS Technology to Improve the Customer Things Every RV Executive Should Know Trigger Marketing: Automated Engagement for the ce About 5th Wheel Towing, Pullrite Easy Close, Wheeler Advertising, Inc. d Dealer Systems (2-hour session) Brown & Brown Recreational Insurance The Proof is Here: Social Media Drives Sales Wheeler Advertising, Inc. gy & Big Data: What It Means To Your RV Lead on, Genius Monkey CO products are “The HEARTBEAT of Brown & Brown Recreational Insurance The Time to Go Digital Was Yesterday V’s,” WFCO Electronics Wheeler Advertising, Inc.

0 p.m. PrimeTime • 1:15 - 2:15 p.m. Winnebago Motorhomes & Towables

with the MBA Rental School

RENTAL SERVICE PARTS

or the RV Professional How Positive Reviews Drive Turn Your Service Lane Hell Hath No Fury Like a ter Traffic to Your Dealership into a Selling Lane Customer Scorned Peter Martin Budd Blackburn Nancy Friedman

Take on the Mass Merchandisers, the Internet and Win! Bob Clements

Declines into Dollars – Creating a Killer Online Turn Your Service Department Customer Care and Use Seminar – A portance of Expanded Finance Video Strategy into a Cash Machine Path to More Parts & Accessories Sales s John Haymond Phil Sura Bob Clements Greg Dewalt

ortunities When the Customer Telephone Inquiries Are Not Always Driving Service Revenue to Creating a High Performance No’ Courtney Hennessey About Price, Nancy Friedman Improve Vehicle Sales Parts Department Peter Martin Bob Clements

Track for F&I Social Media & Website Content Manage Your Shop by the Numbers Digital Marketing for Parts: Artman Analysis and Strategy Chuck Marzahn Mine the Gold in Your Market Bob McCann Rich DeLancey al Treatments/Protectants: Digital Marketing – What’s Now Habits and Practices of the Developing a Powerful BDC le or Bringing Home the Bacon and What’s Next Exceptional Service Advisor for Parts and Service Weiss Samantha Scott Don Tipton Joni Stuker

nfluence With Integrity in F&I Displaying Dynamic Five Myths About I Love My Job, It’s the People Can They Sell at the Counter, or oore Leadership Doug SEO Marketing I Can’t Stand! Are They Order Takers? Dvorak Bob McCann Jody Urquhart George Dans g Up With Fraud in a Digital Digital Marketing for Dealers Service Isn’t a Department – Are We Hiring Customer Facing Tips, Tools and Techniques Rich DeLancey It’s about the Attitude Employees in our Fixed Operations Bunn George Dans Departments? David Foco sful Menu Selling Follow Me, I’m Right Appeal to the Eye, Structure Your Service Managing for Sales Success A. Harkins Behind You! Jody Engage for the Buy Department to Be Profitable Doug Dvorak Urquhart Samantha Scott Don Tipton

9:15 - 10:15 a.m. Compliance: The Steps of a Sale and the Laws/Regulations that May Apply, Courtney Hennessey *Subject to change For information on exhibiting, please contact Julie Newhouse at Exhibitors as of August 14 [email protected]

A World of Training Dealer Spike RV Medallion Bank RV Trader ADESA Specialty Dexter Axle Company Merrick Bank RV Trakk Auctions + Bronze Partner: Mobile Sleep RV/MH Heritage Adventure on Earth Diversified Insurance Components (RV Foundation Management Inc. Airstream Inc. Mattresses) RVDA Dometic Corp. + AIRXCEL RV Group MORryde International RVing ACCESSibility Inc. ALDE Corp. DRV Luxury Suites, LLC Group Inc. Duratain Inc. NADAguides & RVM Promotions Silver Partner: NADAguides.com Ally Financial Dutchmen Sobel University Manufacturing Inc. National Automotive + American Guardian Experts/NWAN Spader Business Group of Companies EasyCare RV Management Newmar Corporation America’s RV and + EBay Motors Spartan Chassis & NextGear Capital Marine Auction Equalizer Systems Specialty Vehicles Northpoint Commercial Aqua-Hot Heating Bronze Partner: Statistical Surveys Inc. Systems Inc. Finance, LLC Forest River Inc. Suburban Propane ARI NTP-STAG Platinum Partner: Sys2K / RV123.com Arrow Distributing Inc. GE Capital, + The Omnia Group Bronze Partner: Commercial ASA Electronics Pettes & Hesser, Ltd. TCF Inventory Distribution Finance Autosight Phoenix American Finance Inc. + Genius Monkey Warranty Co. Inc. Bronze Partner: Tents for Troops & RV’s Bank of America Haulmark Motorcoach Pirit Heated Hose Too Merrill Lynch Heartland Recreational Priority One Financial Silver Partner: Bronze Partner: Vehicles, LLC Services Inc. Thor Industries Inc. Bank of the West Highland Ridge RV Inc. Progress Mfg. Inc. Thor Motor Coach Inc. Bison Coach Highlands Financial + ProResponse, Inc. Titan Tire Corporation Blue Ox + IDS - Integrated Dealer Gold Partner: Tom Manning & Bob Clements Systems Protective Associates Inc. International IHS Automotive + PullRite Truma Corp. Brasher’s Northwest Infinite Creative REBS Marketing Tuson RV Brakes LLC Auto Auction Enterprises Inc. Riverside Travel Trailer Tyron USA + Bronze Partner: Infinity Fabrics, LLC Roadtrek Motorhomes U.S. Bank, Recreation Brown & Brown K & K Insurance Group Inc. Finance Recreational Insurance Kampgrounds of Robert Weed Plywood United States Warranty America Corporation Corporation Carefree of Colorado Keystone RV Company RV Comfort Systems Vision Selling Systems CDK Global KZ RV + RV DealerPro Training + WFCO Electronics Cequent Performance Products Lance Camper + RV Inspection + Wheeler Advertising Inc. Manufacturing Connection Wolters Kluwer Financial Cirrus Solutions Corporation (LCMC) RV PRO Magazine Services Coach Lift by S & S Level 5 Advertising Mobility Products, LLC + Lippert Components Inc. Coach-Net Livin’ Lite RV Inc. Coast Distribution KEY System Marzahn & King Consulting Inc. Partners ...... bold CrossRoads RV Bronze Partner: Sponsor ...... red Cruiser RV, LLC MBA Insurance Inc. Vendor Training +Plus . . + Cummins Onan MCD Innovations New Exhibitor ...... purple

22 RV EXECUTIVE TODAY AGENDA-AT-A-GLANCE*

Monday, November 2 11:00 a.m. - 5:00 p.m. RVDA of Canada Board of Directors lunch & meeting 11:30 a.m. - 2:30 p.m. RVDA of America Board of Delegates lunch & meeting 2:45 p.m. - 3:45 p.m. Vendor Training Plus+ 2:45 p.m. - 5:00 p.m. KZ RV Partners in Progress meeting 4:00 p.m. - 5:00 p.m. Crossroads Partners in Progress meeting 5:15 p.m. - 6:30 p.m. Society of Certified RV Professionals reception with Bob Clements

Tuesday, November 3 8:00 a.m. Dealer lounge opens 8:15 a.m. - 11:45 p.m. The Adaptable (Young) RV Executive, Presented by David Spader (additional fee and advance registration required) 8:15 a.m. - 2:15 p.m. Vendor Training Plus+ 9:30 a.m. - 10:30 a.m. Jayco Partners in Progress meeting 10:45 a.m. - 11:45 a.m. Forest River Towables Partners in Progress meeting 12:00 p.m. - 1:00 p.m. PrimeTime Partners in Progress meeting 12:00 p.m. - 2:00 p.m. Learn How Renting Will Enhance Your Sales, Service, Parts and F&I Business - an RVRA special session in partnership with the MBA RV Rental School 1:15 p.m. - 2:15 p.m. Winnebago Partners in Progress meeting 2:30 p.m. - 4:00 p.m. General session and keynoter 4:00 p.m. - 7:00 p.m. Expo open with receptions in both halls

Wednesday, November 4 8:00 a.m. Dealer lounge opens 9:00 a.m. - 10:00 a.m. Concurrent workshops 10:15 a.m. - 11:15 a.m. RVDA of America annual meeting RVDA of Canada annual meeting Parts & service management track workshop 11:00 a.m. - 3:00 p.m. Expo open (lunch served at noon) 2:00 p.m. - 3:00 p.m. Concurrent workshops 3:15 p.m. - 4:15 p.m. Concurrent workshops 4:15 p.m. - 5:30 p.m. Young Executives reception

Thursday, November 5 8:00 a.m. Dealer lounge opens 9:00 a.m. - 10:00 a.m. Concurrent workshops 10:15 a.m. - 11:15 a.m. Concurrent workshops 11:00 a.m. - 2:00 p.m. Expo open (lunch served at noon) 2:00 p.m. - 3:00 p.m. Concurrent workshops 2:00 p.m. - 5:30 p.m. Optional Events (additional fee) 3:15 p.m. - 4:15 p.m. Concurrent workshops 4:30 p.m. - 5:30 p.m. Concurrent workshops

Friday, November 6 8:00 a.m. - 9:00 a.m. Compliance education 9:15 a.m. - 10:15 a.m. Compliance education * Subject to change

SEPTEMBER 2015 23 Vendor Training +Plus Offers Training on the Latest Products

endor training +Plus topics are designed to help extra sessions. Registered dealers can bring additional staff Vdealership management increase profitability through to attend Vendor Training +Plus at the special rate of $205 increased knowledge of the latest products and services on per person. This two-day fee includes the training sessions the market. The sessions begin on Monday, Nov. 2, and and Tuesday’s reception in the expo halls. continue through Tuesday, Nov. 3. Vendor Training +Plus is * This is a partial schedule -- for updates, check the 2015 RV free for all full convention registrants, so dealers should plan Dealers International Convention/Expo website frequently at to arrive early in the week to take full advantage of these www.rvda.org/convention.

MONDAYMONDAY 11/1011/2

2:45 Diversified Insurance Management Inc. and P&H Group Greg Artman A Leadership Primer 3:45

TUESDAY 11/3

8:15 The Omnia Group Carolyn Eagen Hire and retain Top Talent!

9:30 AIRXCEL Inc. Lippert Components IDS - Integrated Dealer PullRite Wheeler Advertising, Rick Link – New Steve Paul & Jarod Systems Scott Later Inc. Products from MAXXAIR Lippert Mark Berggren and Things Every RV Ron Wheeler and SUBURBAN – Turnkey Profit Center Ajay Thakur Executive Should Know Trigger Marketing: Revolutionary and Programs from Lippert Using New IDS About 5th Wheel Automated Engagement Reliable Components Technology to Improve Towing for the Easy Close 10:45 the Customer Diversified Insurance RV Inspection Experience Brown & Brown Wheeler Advertising, Management and P&H Connection (2 Hour Session) Recreational Insurance Inc. Group Terry Cooper Claire Wheeler Greg Artman Increasing Your Bottom The Proof is Here: Cash Conversions Line with Certified Pre- Social Media Drives Owned RVs Sales 12:00 American Guardian eBay Motors Genius Monkey ProResponse, Inc. Group of Companies Clayton Stanﬁeld Jeremy Hudgens David Goodison Charles Campbell The Online (Sales) Technology & Big CRM / ILM / Maintaining Profits and Playbook Workshop Data…What It Means Reputation Compliance in Today’s To Your RV Lead Management Legal Environment Generation 1:15 RV DealerPRO Training RV Inspection Connection WFCO Electronics Brown & Brown Wheeler Advertising, Don Reed & Tim Kintz Terry Cooper – Learn Tom Ryan Recreational Insurance Inc. Leading From the How a Certified RV Why WFCO products Ron Wheeler Neck Up to Bring Your Inspection of Your are “The HEARTBEAT The Time to Go Digital Net Up Rental Units Can of Today’s RV’s “ Was Yesterday Reduce Your Headaches 2:15 (As of August 14)

24 RV EXECUTIVE TODAY SEPTEMBER 2015 25 2015 RV DEALERS INTERNATIONAL CONVENTION/EXPO • NOV. 2-6 LEARN HOW TO STAND OUT FROM YOUR COMPETITORS! Get your Passport to Excellence: Education and Training

n educated, well-trained staff sets • Streamlined education • Vendor Training +Plus sessions on your dealership apart from the sessions with new Monday and Tuesday A competition and wins over more speakers • Workshops and reception customers with its professionalism. RVDA’s • Wi-Fi equipped dealer for up-and-coming young convention/expo, slated for Nov. 2-6 at lounge RV executives Bally’s in Las Vegas, offers a week’s worth of training opportunities for virtually every • Free smartphone app • Society of Certiﬁed dealership employee. Here’s just some of for convention RV Professionals what you’ll ﬁnd: schedule planning education recognition and networking

2015 PARTNERS

Presented by: Follow the conversation on: The Mike Molino FOR MORE INFO VISIT WWW.RVDA.ORG/CONVENTION AND REGISTER TODAY! 26 DEALER REGISTRATION FORM 1. Registration Information. Please copy this form if adding registrants.

Company Name ______Phone ______Fax ______Address ______City______State/Prov ______Zip/PC______Nov. 2-6, 2015 Email______Bally’s on the Las Vegas Strip

2. Registration Fees:

First registrant locks in today’s lowest rate for all future dealership personnel! Price Amount

First Registrant – includes Vendor Training +Plus, a $205 value! $919 $

Registrant Name ______Email ______Badge First Name______Please check here if you require special accommodations.

Second Registrant – includes Vendor Training +Plus, a $205 value! $919 $

Registrant Name ______Email ______Badge First Name______Please check here if you require special accommodations.

Third Registrant – includes Vendor Training +Plus, a $205 value! $919 $

Registrant Name ______Email ______Badge First Name______Please check here if you require special accommodations.

NON-MEMBER DEALER – includes Vendor Training +Plus, a $205 value! $1,299 $

Registrant Name ______Email ______Badge First Name______Please check here if you require special accommodations. I would like to add a contribution to the Mike Molino RV Learning Center to promote education for our industry.* $

Dealership must have one full convention registrant to bring additional employees JUST for Vendor Training +Plus. The cost is $205 per person and includes Vendor Training +Plus training on Monday, Nov. 2 and Tuesday, Nov. 3, ONLY and Tuesday’s reception in the Expo. Photocopy this form to add more registrants for Vendor Training +Plus.

Name ______Badge First Name______Email ______$ Name ______Badge First Name______Email ______$ 3. Payment Information: TOTAL $

Full Amount or Easy Pay (credit card only: 3 equal installments will Check enclosed be charged to your credit card, first on date received, then at 30 and 60 days). Charge my: Visa MC Amex Discover If neither box is checked you will be charged the full amount in one payment.

Name on Card ______Card # ______Expires ______Security Code ______Billing Address ______City ______State/Prov _____ Zip/PC ______

MAIL OR FAX A COPY OF THIS FORM TO: RVDA of America, 3930 University Drive, Fairfax, VA 22030-2515 • (703) 591-7130 • Fax: (703) 359-0152 • www.rvda.org RVDA of Canada, Ste. 145, 11331 Coppersmith Way, Richmond, BC V7A 5J9 • (604) 718-6325 • Fax: (604) 204-0154 • www.rvda.ca CANCELLATION / REFUND POLICY: All cancellations must be in writing and received by August 31, 2015, to qualify for a refund. A $50 administrative fee will be deducted from each refund request received by July 31, 2015. A $100 administrative fee will be deducted from each refund request received between August 1, 2015 and August 31, 2015. No refunds will be made after August 31, 2015. *The Mike Molino RV Learning Center is a tax-exempt organization as described in section 501(c)(3) of the Internal Revenue Code. Contributions may be tax deductible as charitable donations. 27 28 RV EXECUTIVE TODAY 10 Things Customers Won’t Tell You By Nancy Friedman

ealers, here are 10 things that few more places until I found Dcustomers who took their business someone who sounded as though he that when the boss is away, the mice elsewhere didn’t bother telling you about wanted my business. will play? They do! on their way out the door: • Whoever answered your phone • When I told your staff about my • Nobody greeted me when I never identified themselves. I like needs, which were important to walked into your dealership. No to know who I’m talking with; when I me, no one sympathized with me. one said hello, no one asked if they don’t, it hurts any trust I might give It was ‘business as usual’ for them. could help me, and no one said your company. • They looked angry. No one was goodbye when I walked out. • When I called, the person who smiling. Remember, sometimes it’s the • Your sales staff acted tired. They answered spoke too fast and things you ‘don’t do’ that make me didn’t greet me with any enthusiasm sounded aggressive, annoyed, want to go elsewhere. and acted like I was an imposition. and in a hurry. I didn’t feel very Nancy Friedman, “The Telephone • I bought a lot of stuff, and no one welcomed. Doctor,” is a customer service expert even thanked me. I got a lukewarm • When I walked into the dealer- whose work has appeared in The Wall “have a nice day,” but it was said so ship, the employees were talking Street Journal and USAToday. She will routinely – and to the floor instead of and laughing among themselves present “Telephone Inquiries Are Not my face – that it was meaningless. and ignored me until I finally Always about Price,” “7 Traits of a Successful Leader,” and “Hell Hath No • When I phoned for some infor- asked a question. They acted upset that I interrupted them. Fury Like a Customer Scorned” on Nov. 4 mation, my call was treated like during the 2015 RV Dealers International an annoyance. The person didn’t • There was no management Convention/Expo. n seem to want to help, so I called a around. Remember the old saying

A PROMISING CAREER CLIMB Give your business a leg up with the revamped RV Technician Certification Program.

SEPTEMBER 2015 29 SALES Selling to Women – Ten Differences You Need to Know By Christine Corelli omen are today’s largest, most lucrative and active W market. Selling to them is both an art and a science and requires awareness of the differences between men and women when it comes to the purchasing process. If you want to sell more RVs, keep these 10 principles in mind. Women think in shades 1 of grey Women reason in shades of Women’s grey, not the traditional black and white tones that are attention to when making a purchase details to insure they’re making reflected in traditional male detail drives decision. Their attention to the best decisions. behavior. In general: them to find detail drives them to find the the vehicle • Men want to make decisions vehicle with the best value, that Women with the quickly. Women want to looks great, has all the right are more best value, make the right decision. features, and provides a home 4 relational that looks • Men decide more on price, away from home while trav- Men generally want to close great, has all availability, and need. eling. Women want to feel the deal and be done with it. the right Women decide based on secure that the RV they buy Women want to feel a connec- represents their families. One of features, trust, knowledge, and under- tion to you before you can sell their strongest emotions is and provides standing why a specific them anything. Every consumer concern about the safety of their a home decision works best. requires a degree of trust when families, so address this issue away from making a purchasing decision, • Men feel they can make the during your sales conversations. home while best decision with little but women require a great deal more. traveling. information. Women want Women the information laid out are clearly so they understand Women make 3 inquisitive decisions all available options. Men want to keep things 5 differently • Men pay minimal attention simple and believe that the to their environment. Sales managers need to more questions they ask, the truly understand that women Women are sensitive to less knowledgeable they appear. details. make decisions differently than Women, on the other hand, men, and they need to make have no fear of asking as many sure their salespeople under- Women include questions as needed. They see emotional stand, too. Does your training no correlation between the ever focus specifically on how to 2 elements in their number of questions asked and decisions adapt to these differences? The their intelligence. Women see ability to respect and work with Women take different knowledge as power and aren’t women’s decision-making elements into consideration afraid to examine the smallest process must be deeply

30 RV EXECUTIVE TODAY ingrained throughout your Women whole environment: Is the organization – it can’t be shop overall ambiance appealing? Is cosmetic, because women will 7 differently there camaraderie and be the first to notice if your teamwork between you and the Men like to go into a store team is pandering to them. other employees? and get what they need. Women Women like to look around. The number communicate They’re likely to look at some of one thing you your RVs on the Internet first. 6 differently 10 need to know Women’s They like to have choices, and about women Women tend to talk more they like to feel and touch the comments and and ask more questions. They product. Women need far more questions will need information and details communication than men. This be different before they agree to buy. Women is the single most important from men’s, Women also watch body buy thing you need to know. Take and they’ll language much closer than men 8 differently this to heart when selling to require you to do and use it to confirm that women and be willing to talk a dig deeper and Men generally focus on what they’re hearing from the great deal more than you would find answers getting the best price, whereas salesperson matches what if you were selling to a man. women want to choose the right to issues you they’re seeing. Female And remember that, when vehicle that suits their needs. may never customers communicate by: selling to a couple, you must Women are willing to wait for have had to win her over before the man • Listening with their eyes what they want – especially if address. will say yes to the sale. and ears they want changes or additions Best-selling author and to the interior. Understanding • Nodding as they listen to speaker Christine Corelli of this difference alone can make a indicate they’re interested Christine Corelli & Associates is a significant difference in your management and sales consultant • Nodding to indicate they success in selling to women. want to hear more whose clients include Goodyear, Chrysler, and Marriott. She will Women’s comments and Women present “The Customer of the questions will be different from notice the Future – Will Tomorrow’s men’s, and they’ll require you to 9 little things Customer Be Yours?” on Nov. 4 dig deeper and find answers to A woman notices every and “Aligning Your Team for issues you may never have had single thing about you and your Results” and “How to Sell to to address. In the process, you’ll dealership – your attire, your Women” on Nov. 5 during the gain a broader knowledge base level of professionalism, and 2015 RV Dealers that will help make you a better, much more. While at your deal- Convention/Expo. n more effective salesperson. ership, she’s absorbing the

Take Advantage of Your RVDA Websites The RVDA, Mike Molino RV Learning Center and convention websites are the dealership employee’s complete online resources. These innovative, interactive websites provide easy access to the critical resources that assist dealers and their employees in running the dealership effectively. Visit both sites to download fact sheets on dealership best practices or the latest retail statistics, search the listings of training opportunities, and purchase CD-ROMs, publications, videos, or webcasts to enhance your dealership’s knowledge. RVDA member dealerships and any of their employees can have 24/7 access to most of RVDA’s dealer speciﬁc information. Make www.rvlearningcenter.com, www.rvda.org and www.rvda.org/convention your ﬁrst source for all dealership information.

SEPTEMBER 2015 31 Dan Saltzgiver: A Commitment to Training that Goes Beyond the Dealership By Tony Yerman uring the course of his 32 year the dealership, owning it for 22 years throughout its Dcareer in the RV retail business, before selling it to Camping World dealer network. Dan Saltzgiver has come to realize the three years ago. He is currently “Camping World importance of training and the value general manager of the store. wants employee of certification. Saltzgiver began his Saltzgiver says that Camping certification career working at Reichart’s RV in World also realizes the importance of mentioned in all of its advertising,” he Hanover, PA. He eventually bought employee certification and promotes it says. “Our salespeople always bring up the fact that we have certified technicians when they’re giving customers a tour of the dealership.” Employees at his dealership get raises for becoming certified. “We give 10 percent for certified techs and 20 percent for master certified,” says Saltzgiver. He also removes the raises if techs fail to maintain their certifica- tions. His techs work flat-rate, and the dealership uses dealer management software to track hours per tech and per job. Saltzgiver is concerned about what he views as RV manufacturers’ lack of concern for having certified service employees. He notes that automakers require their dealers to have trained, certified technicians, and they offer training resources to help fulfill those requirements. In the RV industry, by contrast, most training and personnel development is initiated by the dealerships. Camping World has developed its own online training for employees, and it also uses outside sources such as supplier training, says Saltzgiver. The aim is to have as knowledgeable a workforce as possible, because trained workers provide the best customer service. “And certification also boosts customer confidence, because they experience fewer come-backs and a higher level of dealership professionalism,” he says. Saltzgiver’s commitment to training and professionalism goes beyond his dealership work. He’s also a member of the Pennsylvania RV and Camping Association (PRVCA) and is chairman of the show committee of

32 RV EXECUTIVE TODAY the annual Hershey, PA, RV show, Dan Saltzgiver touted as the largest in the of Camping World country. PRVCA provides some of the most extensive service training in the industry through its efforts at the Hershey show, and this year will be no exception – there will be a dozen sessions on technical, installation, and product-related programs, provided by as many suppliers and distributors. PRVCA was instrumental in developing and financing the Northampton Community College RV technician training program. It also was instrumental in developing the online classes and financially supported the development of those classes. Northampton is one of the original National RV Training Institute schools recognized by RVIA. n

ant to give your certified team members credit for their hard work and achievement? Their W names can appear in the next update. Just return this form by email to [email protected] or fax to (703) 359-0152. More information about the Society of Certified RV Professionals and the recognition program is available at http://tinyurl.com/SocietyofRVProfessionals.

SEPTEMBER 2015 33 34 Get on board with Go RVing! Return this form TODAY! Name: ______Please enroll _____ dealership(s) at $250 each. Company: ______Make checks payable to RVDA. q Check here for leads delivered by U.S. mail. Address:______Credit card (circle): VISA MC DISCOVER AMEX City: ______State: _____ Zip:______Credit card #: ______Exp. date: ______Phone: ______Fax:______Cardholder: ______Security code: ______Email: ______Signature: ______Dealer website: ______Fax to (703) 359-0152, or mail to RVDA, 3930 University Dr., Fairfax, VA, 22030. For more information, visit www.rvda.org or send an email to [email protected] RVDA Endorsed Products

Certified Green RV Program employs trained Customer Service eligible. The cost of the coverage Propane and Propane Supplies TRA Certification Inc. Agents and RVDA-RVIA/ASE for the RVDA program may be Suburban Propane www.tragreen.com Master Certified Technical Service paid in whole by the employer or www.suburbanpropane.com [email protected] Agents. shared with the employees. [email protected] Phone: (800) 398-9282 Fax: (574) –––––––––––––––––––––––––––––– However, the employer’s contribu- (800) 643-7137 264-0740 tion must be at least 50% of the Suburban Propane offers discounts TRA, the leading third-party green Employee Testing total cost. to RVDA members on propane Caliper Corp. certification company, through its –––––––––––––––––––––––––––––– along with attractive and safe “Certified Green RV Program,” www.calipercorp.com equipment for refilling most any measures, evaluates, and certifies Ralph Mannheimer Hiring Tools propane cylinder, 24-hour service, RV manufacturers and verifies [email protected] Employment Network- on-site “Train the Trainer” instruc- vendors for energy efficiency and (609) 524-1214 A Careerco Company tion for dealership personnel, environmental friendliness. This For nearly a half-century, Caliper www.employmentnetwork.net signage, and a periodic review of program empowers dealers to has consulted with over 25,000 (718) 307-6258 filling stations by safety experts. companies on improving every The Employment Network is a guide environmentally-conscious –––––––––––––––––––––––––––––– consumers in making better- aspect of their workforce – from network of pay-for-performance informed decisions about their RV hiring and selection to employee job sites. Its flagship site, RVDA/Spader 20 Groups purchases, leading to increased development and succession FindTheRightJob.com, reaches Spader Business customer satisfaction. management. Starting with more than 5 million job seekers Management accurate, objective insights our monthly. Employers can drastically www.spader.com –––––––––––––––––––––––––––––– consultants gain from our time- reduce their cost-per-hire by using [email protected] Credit Card Processing tested personality assessment, the The Employment Network’s (800) 772-3377 Bank of America Merchant Caliper Profile, we are able to help FindtheRightJob.com portal and RVDA/Spader 20 Groups managed Services our clients reduce the high cost of other sites. Employers set the job by Spader Business Management https://rvdealer.bankofamerica.com turnover, help first-time managers requirements and only pay for help dealers improve their jay.machamer@bankofamericamer- excel and create solutions that are candidates that meet them. management skills, recognize chant.com tailored, practical and adaptable. –––––––––––––––––––––––––––––– market trends, and solve problems. (678) 784-0567 Whether you are looking to hire The groups include non-competing Bank of America Merchant top performers, develop talent, Lead Qualifier Program dealers who share experiences to Services offers RVDA members an build teams or transform your Customer Service develop best practices. annual savings averaging 10-to-15 organization, we can help. Intelligence Inc. (CSI) –––––––––––––––––––––––––––––– percent on each Visa and –––––––––––––––––––––––––––––– www.tellcsi.com MasterCard swipe transaction. [email protected] Shipping Discounts Advanced equipment provides fast Extended Service Agreements (800) 835-5274 PartnerShip, LLC authorization, around-the-clock XtraRide RV Service The Scene: High Inventory-Low www.PartnerShip.com/79rvda support, and improved funds Agreement Program Sales. The Need: More Sales-New (800) 599-2902 availability for those with a depos- www.protectiveassetprotection.com methods to meet circumstances. The RVDA Discount Shipping itory relationship with the bank. (800) 950-6060, Ext. 5738 The Solution: CSI’s Lead Qualifier Program, managed by PartnerShip, provides RVDA members with –––––––––––––––––––––––––––––– The XtraRide RV Service Program. How it Works: Your sales Agreement Program is offered leads are sent to CSI immediately substantial shipping discounts. Disability Income Insurance/ through the Asset Protection following initial contact with your RVDA members who enroll in the Paycheck Protection Benefits Division of Protective Life sales staff, either in the showroom free program will save on small American Fidelity Insurance Company. The program or by phone, website contact, Go package shipments with FedEx and Assurance Company has been exclusively endorsed by RVing leads, and anywhere else less-than-truckload (LTL) freight www.afadvantage.com RVDA since 1992. The XtraRide you might acquire leads. 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(303) 228-2383 market its own programs. time frame for purchase; and KPA provides consulting services –––––––––––––––––––––––––––––– –––––––––––––––––––––––––––––– provide you with their Deal Maker! and software to more than 5,100 Emergency Roadside and Health Insurance –––––––––––––––––––––––––––––– automotive, truck, and equipment Technical Assistance Mass Marketing Insurance Pre-owned RV Appraisal dealerships. Its Environmental Coach-Net Consultants Inc. (MMIC) Guidance Health & Safety product line www.coach-net.com www.mmicinsurance.com/RVDA/ N.A.D.A. Appraisal Guides provides on-site, on-call, and online [email protected] [email protected] & NADAguides.com services. Its Human Resource (800) 863-6740 (800) 349-1039 www.nada.com Management software, a total HR Coach-Net provides emergency MMIC contracts nationally with a [email protected] solution designed in collaboration roadside and technical assistance number of health insurance (800) 966-6232, Ext. 235 with leading labor and employ- solutions to RV dealers throughout companies to provide a wide The N.A.D.A. RV Appraisal Guide ment attorneys, ensures your the U.S. and Canada and for many variety of benefits. MMIC creates a is an essential tool for dealers business is in complete compliance RV and chassis manufacturers, RV customized insurance program needing to determine the average with state and federal regulations. clubs, and customer membership best suited for individual dealer- market value for used RVs. A new Users have access to on-demand groups. Coach-Net provides dedi- ships. Coverage is available to indi- online program, RV Connect, is advice from attorneys with cated service using over 150 vidual members and those firms also available that provides expertise in the RV industry. employees with advanced commu- with two or more employees. With updated RV values, creates custom nications technology tools group coverage, all active full-time window stickers for both newer combined with an extensive employees are eligible. Spouse and and older RVs, and more. These Visit www.rvcareers.org database of more than 40,000 dependent children under age 19 products are all available at the service providers. The company RV dealers can access resumes and (23 if full-time student) are also RVDA “members only” rate. post job openings through a partnership with Boxwood Technology at www.rvcareers.org. 36 RV EXECUTIVE TODAY SEPTEMBER 2015 37 ONGOING ONLINE EVENTS:

Technician FRVTA’s Distance Customer Service Writer/ Certiﬁcation Learning Network - Service Advisor Self-Study Training for Every Training Training Prep Course Position at Your through through Dealership FRVTA’s DLN FRVTA’s DLN

Don’t see your events listed? Visit www.rvtrainingcalendar.com to upload your events to the calendar.

RVDA Welcomes Our Newest Members 7/1/15 - 7/31/15

Dealers RV World Anoka, MN

Aftermarket AG Industrial Fairmont, MN

Speed Digital Charlotte,NC

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38 RV EXECUTIVE TODAY