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NOVEMBER 2014

Go RVing Tailgating Tour Marches On page 34

Convention Guide:

Convention matrix . . . 22Exhibitor list . . . . . . . . 26Agenda. . . . . . . . . . . . 27

Recession Aftermath: More Boat Dealers,Fewer Car DealersSelling RVs

How to Improvethe Value perRepair Order

page 16

page 10

Competitive Price/Value is Top Factorin DSI Survey

page 12

6 Looking ahead 7 Chairman’s report 8 Officers, directors, and

delegates 9 Industry trends

36 Mike Molino RV LearningCenter contributors

40 RVDA endorsed products42 RV industry’s training calendar42 Advertisers index

C O N T E N T S November 2014

IN EVERY I S SUE :

10 Car Dealers Exited RV Retailing WhileBoat Dealers Added RV Lines

The Great Recession most likely played a role inreducing the number of auto dealers selling RVs asa sideline.

12 Competitive Price/Value Remains Most Important to Dealers

Price and value remain the most helpful factors forselling RVs, according to RVDA’s latest DSIsurvey.

12 Dealers Sound Off on Model YearIntroduction in New Baird Survey

Half of polled dealers say a consistent new-modelintroduction timeframe is important.

14 RVBusiness’ Top 50 Dealers AwardWinners to be Honored at Convention

Here are the dealerships that will be recognized inthe revived awards program.

16 How to Improve the Value per Repair Order

Try these easy-to-implement techniques forboosting technician productivity, effective laborrate, and service department revenue.

18 Successful Dealers Keep Up with Their Marketing Mix

Keep an eye on fast-growing price points in yourmarket, and don’t be afraid to try carrying them.

24 How to Be a Better Boss First, accept the fact that you DID sign up to be a

babysitter – you just didn’t realize it at the time.

5NOVEMBER 2014

31 Associate Member News

34 Go RVing Tailgating Tour Marches On

A L S O :

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6 RV EXECUTIVE TODAY

L et’s take a moment to celebrate theCertified RV Professionals among us. The

service technicians, service writers/advisors,service and parts managers, parts specialists,and warranty administrators who earn certifi-cation and maintain their industry credentialsover time.

These folks are on the front lines of inter-action with customers and, as consumerresearch has demonstrated, they have a bigimpact on customers’ overall satisfaction withthe dealership experience – and customerword-of-mouth.

As the Mike Molino RV LearningCenter launches the Society of Certified RVProfessionals initiative at the RV DealersInternational Convention/Expo this month,it’s an appropriate time to say thank you to allcertified employees and celebrate their accom-plishments.

At the same time, we need to recognizethe obstacles dealership employees face asthey try to maintain that certification. Lastmonth in this column, I wrote about theperception some people have that the trainingis inaccessible. They have a point – it’s hard tofind training, and once you’ve completed it,where is the documentation?

On the RVDA staff, Brett Richardson,Ronnie Hepp, and I are Certified AssociationExecutives (CAEs) and we know what it’s liketo try to round up the credits from variouscontinuing education programs to meet the 40hours necessary to recertify every three years.Some CAEs throw up their hands and say it’snot worth the hassle to recertify.

So, what can the RV industry do to helpour certified employees stay certified?

Several years ago, the RV LearningCenter, RVDA, and RVIA teamed up to buildwww.rvtrainingcalendar.org. Registration touse the site is free, and trainers and companiescan list training with links to registrationforms and other information. The RVLearning Center, RVIA, and several toptrainers use the site for their educationalofferings, but the site is underutilized bycompanies that provide training. Part of theSociety’s role will be to be more pro-active onthis front. So all you companies that provide

training for technicians or fixed-ops people,expect a call from us – if we haven’t calledalready – or get a jump start and send yourinformation to [email protected].

Another great favor that companiesoffering fix-ops or service tech training can dois to provide certificates of completion fortheir courses and document the time partici-pants spend on the course, whether it’s livetraining, webinar, or online.

Education credits are usually awarded by“hours” spent on the training. These are oftencalled CEUs. What’s interesting is that theterm CEU is in the public domain, whichmeans that any organization may award aCEU, and it’s up to the certification body todetermine if the coursework meets its stan-dards. With most RV training offered throughthe leading suppliers and distributors, thequality is usually high enough to pass musteras credit toward certification.

Companies offering training can helpcertified RV dealership personnel maintaintheir professional credentials and add value totheir training programs by offering certificatesof completion. It’s more challenging for onlinevideos, but it may be worth it for companiesto group these training sessions into half-houror one-hour segments and offer an online quizor other instrument to test for comprehension.

As we move forward, the RV LearningCenter and the Society of Certified RVProfessionals will do what we can to get outthe word about available training opportuni-ties. It shouldn’t take as long as it does to findtraining, and we’re working to improve theprocess for everyone.

Thanks for yoursupport!

LOOKINGAHEAD

President: Phil Ingrassia, CAE

Vice President forAdministration:Ronnie Hepp, CAE

Editor:Mary Anne Shreve

Graphic Designer: Ginny Walker

RV EXECUTIVE TODAY

RV Executive Today is published monthly by theRecreation Vehicle Dealers Association ofAmerica at 3930 University Drive, Fairfax, VA22030-2515. Periodicals postage paid at Fairfax,VA 22030 USPS No. 062450. Issued monthly toall RVDA members as a membership benefit paidfor by their dues.

Postmaster please send address changes to: RV Executive Today, 3930 University Drive,Fairfax, VA 22030-2515 The annual subscriptionrate of $30 is a part of membership dues.

Editorial/Business Office: 3930 University Drive, Fairfax, VA 22030-2515Phone (703) 591-7130 FAX (703) 359-0152

RV Executive Today (ISSN #1088-873X) Volume 18, Issue 11

For advertising information contact:Julie Newhouse, Marketing Manager, (703) 591-7130 x 103

RVDA STAFFChuck BoydDealer Services Manager

Hank FortuneDirector of Finance

Jeff KurowskiDirector of Industry Relations

Julie Anna NewhouseMarketing Manager

Brett Richardson, Esq., CAEDirector of Legal and RegulatoryAffairs

Julianne RyderMarketing Communications Specialist

Patricia WilliamsAccounting Clerk

MIKE MOLINO RV LEARNING CENTER STAFF Karin Van DuyseChief

Liz FlemingEducation Coordinator

Tony YermanRV Service Consultant –––––––––––––––––––––––––––––––––––Isabel McGrathTechnician Certification Registrar

“With most RV training offered through the leadingsuppliers and distributors, thequality is usually high enough topass muster as credit towardcertification.”

Getting a Gripon TrainingBy Phil Ingrassia, CAE, president

7NOVEMBER 2014

I thought my last Chairman’s Report would be the easiest towrite, but it’s turned out to be the hardest. This is the 25thcolumn of mine to appear in RV Executive Today, and soon thischapter of my life will be closed. But wow, what a great chapterit was, filled with experiences beyond my expectations. Lookingback, I’ve had some of my proudest career moments serving youas chairman.

It’s been a humbling experience. The decisions and actions Itake for Campers Inn are so much easier compared with deci-sions that have to represent the interests of many stakeholders.During the past two years, I saw what happens when groupswith different needs and opinions have to find common ground.Sometimes there is no immediate solution.

I’ve always believed in the adage that we should seek tounderstand before we are understood. We don’t always need tocross the metaphorical bridge to see the other side, but whenwe’re able to listen to and empathize with the other side, ourindustry benefits. I feel we’ve made great strides in buildingindustry unity through purposeful dialog with our partners andassociates, always respectful of our unique differences.

RVIA President Richard Coon and Chairman DougGaeddert together encouraged open and honest dialog with thegoal of achieving a stronger industry. I believe the mutualrespect between RVIA and RVDA will be of benefit in years tocome. Thanks to all of the fine people at RVIA who helpprofessionalize our industry.

I’m also indebted to RVDA’s staffers. They must maintain ahigh level of adaptability and encouragement with every newchair who comes on board, and they showed no less for me. Iwant to extend a special thanks to Phil Ingrassia, our president,who brings a level of passion for our association that moneycan’t buy. For two years, we spoke several times a week aboutpotential threats and opportunities. He’s simply great to workwith, and I’ll always appreciate having served with him andbeing befriended by him.

I also want to thank Ronnie Hepp, vice president foradministration, for being the master of details. Whether it wasboardroom clarifications or keeping me informed, she wasalways there. I remember Ronnie sending me a note once, afterI’d sent her my board meeting flight arrangements, pointing outto me that I might want to arrive in the morning rather than theevening so as not to miss the first day of the meeting. I alsoappreciate the rest of the staff, who made my job easier andoften made me look better than I was. They are true profes-sionals. And I send out a special thanks to Andy Heck, whoserved as past chairman for an extra year.

Finally, a special thanks to all of you who gave me yourencouragement, guidance, and invaluable feedback over the pasttwo years.

To receive the benefits of a strong association, we must firstmake an investment. Together, all of our small investments addup to a greater return. After being chairman for two years, I cansay unequivocally that RVDA is important to our success asdealers. The Consumer Financial Protection Bureau issue isproof alone that we need a collective voice when our businessesare threatened.

Here’s my main message: We need the association and theassociation needs you. I appreciate how we contribute differ-ently, some by attending convention, others by using RVDAproducts and services or by volunteering, and others by makingfinancial contributions.

As I contemplate the future, I’m concerned about increasingregulation. The most effective counter to adverse legislation is astrong, unified voice. Several times during my chairmanship, weasked members to contact legislators to explain dealer positionson bills and regulations and point out consequences oflawmakers’ votes. I was amazed by how receptive politicianswere when they better understood the impact of potential legis-lation.

That’s why we need a strong grass roots organization. If youagree with me that a maturing industry will face increasinglegislative scrutiny, then call me and let’s talk about youbecoming a part of the solution by being an RVDA delegate.My goal is to increase our at-large delegates by 20.

When I became chairman, I was honored and delighted atthe chance to give back to this industry and, more importantly,to you. What I didn’t realize at the time was that I would receivea bigger gift from you. I learned a new phrase today – “a priori,”which describes my improved understanding of how ourindustry functions. What I once saw from the outside isn’t evenclose to what I experienced as chairman of RVDA.

I’ll be forever indebted to you and the associa-tion for that.

Seeing Across to the Other Side of the BridgeBy Jeff Hirsch, chairman

“Here’s my main message: We need the association and theassociation needs you. I appreciate howwe contribute differently, some byattending convention, others by usingRVDA products and services or byvolunteering, and others by makingfinancial contributions.”

CHAIRMAN’S REPORT


ChairmanJeff HirschCampers Inn of KingstonKingston, NH(603) [email protected]

1st Vice ChairmanJohn McCluskeyFlorida Outdoors RV CenterStuart, FL(772) [email protected]

2nd Vice ChairmanBrian WilkinsWilkins R.V. Inc.Bath, NY(607) [email protected]

TreasurerDarrel FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

SecretaryTim WeggeBurlington RV SuperstoreSturtevant, WI(262) [email protected]

Past ChairmanAndy HeckAlpin HausAmsterdam, NY(518) [email protected]

DirectorWill JarnotPleasureLand RV Center Inc.St. Cloud, MN(320) [email protected]

DirectorMike ReganCrestview RV CenterBuda, TX(512) [email protected]

DirectorRod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

DirectorRon ShepherdCamperland of Oklahoma, LLCTulsa, OK(918) [email protected]

RVRA RepresentativeScott KrenekKrenek RV CenterColoma, MI(269) [email protected]

RVAC ChairmanTom StinnettTom Stinnett Derby City RVClarksville, IN(812) [email protected]

RV Learning Center ChairmanJeff PastoreHartville RV CenterHartville, OH(330) [email protected]

DELEGATESAlabamaRod WagnerMadison RV SupercenterMadison, AL (256) [email protected]

AlaskaKevin BrownArctic RV & Interior TopperFairbanks, AK (907) [email protected]

ArizonaDevin MurphyFreedom RV Inc.Tucson, AZ(520) [email protected]

ArkansasMichael MoixMoix RV SupercenterConway, AR(501) [email protected]

CaliforniaTroy PadgettAll Valley RV CenterActon, CA (661) [email protected]

ColoradoTim BilesPikes Peak TravelandColorado Springs, CO(719) [email protected]

ConnecticutChris AndroHemlock Hill RV Sales Inc.Milldale, CT(860) [email protected]

DelawareRyan HorseyParkview RV CenterSmyrna, DE(302) [email protected]

FloridaRob RothenhauslerOcean Grove RV SupercenterSt. Augustine, FL(904) [email protected]

GeorgiaDoc AllenC.S.R.A. Camperland Inc.Martinez, GA(706) [email protected]

IdahoTyler NelsonNelson’s RVs Inc.Boise, ID(208) [email protected]

IllinoisRichard FlowersLarry’s Trailer Sales Inc.Zeigler, IL(618) [email protected]

IndianaNathan HartWalnut Ridge Family Trailer SalesNew Castle, IN(765) [email protected]

IowaJeremy KetelsenKetelsen RV Inc.Hiawatha, IA(319) [email protected]

KansasBill HawleyHawley Brothers Inc.Dodge City, KS(620) [email protected]

KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY(270) [email protected]

LouisianaJim HicksSouthern RV Super Center Inc.Bossier City, LA(318) [email protected]

MaineLinda MailhotSeacoast RVSaco, ME(207) [email protected]

MarylandGreg MerkelLeo’s Vacation Center Inc.Gambrills, MD(410) [email protected]

MassachusettsMarc LaBrecqueDiamond RV Centre Inc.W. Hatfield, MA(413) [email protected]

MichiganChad NeffAmerican RV Sales & ServiceInc.Grand Rapids, MI(616) [email protected]

MinnesotaWill JarnotPleasureLand RV CenterSt. Cloud, MN(320) [email protected]

Mississippi Stephen (Snuffy) SmithCountry Creek RV CenterHattiesburg, MS(601) [email protected]

MissouriTed EvansMid America RV Inc.Carthage, MO(417) [email protected]

MontanaRon PiercePierce RV SupercenterBillings, MT(406) [email protected]

Nebraska Tony StaabRich & Sons Camper SalesGrand Island, NE(308) [email protected]

NevadaBeau DurkeeCarson City RV SalesCarson City, NV(775) [email protected]

New HampshireScott SilvaCold Springs RV CorporationWeare, NH(603) [email protected]

New Jersey Brad ScottScott Motor Home Sales Inc.Lakewood, NJ(732) [email protected]

New MexicoRick SchollRocky Mountain RV WorldAlbuquerque, NM(505) [email protected]

New YorkJim ColtonColton RVN Tonawanda, NY(716) [email protected]

North CarolinaSteve PlemmonsBill Plemmons RV WorldRural Hall, NC(336) [email protected]

North DakotaMichelle BarberCapital R.V. Center Inc.Minot, ND(701) [email protected]

OhioDean TennisonSpecialty RV SalesLancaster, OH(740) [email protected]

OklahomaRon ShepherdCamperland of Oklahoma, LLCTulsa, OK (918) [email protected]

OregonKory GoetzCurtis Trailers Inc.Portland, OR(503) [email protected]

PennsylvaniaGreg StarrStarr’s Trailer SalesBrockway, PA (814) [email protected]

Rhode IslandLinda TarroArlington RV Super Center Inc.East Greenwich, RI(401) [email protected]

South CarolinaGloria MorganThe Trail CenterNorth Charleston, SC (843) [email protected]

South DakotaLyle SchaapSchaap’s RV TravelandSioux Falls, SD(605) [email protected]

TennesseeRoger SellersTennessee RV Sales & Service,LLCKnoxville, TN(865) [email protected]

TexasMike ReganCrestview RV CenterBuda, TX(512) [email protected]

UtahJared JensenSierra RV CorpSunset, UT(801) [email protected]

VermontScott BordenPete’s RV CenterSouth Burlington, VT(802) [email protected]

VirginiaLindsey ReinesReines RV Center Inc.Manassas, VA(703) [email protected]

WashingtonRon LittleRV’s Northwest Inc.Spokane Valley, WA (509) [email protected]

West VirginiaLynn ButlerSetzer’s World of Camping Inc.Huntington, WV(304) [email protected]

WisconsinMick FerkeyGreeneway Inc.Wisconsin Rapids, WI(715) [email protected]

WyomingSonny RoneSonny’s RV Sales Inc.Evansville, WY (307) [email protected]

VACANTHawaii

AT-LARGEBob BeenAffinity RV Service Sales &RentalsPrescott, AZ(928) [email protected]

Randy CoyDean’s RV SuperstoreTulsa, OK(918) [email protected]

David Hayes Hayes RV CenterLongview, TX(903) [email protected]

Ed LerchLerch RVMilroy, PA (717) [email protected]

Scott LoughheedCrestview RV CenterBuda, TX(512) [email protected]

Mike RoneSonny’s RV Sales Inc.Evansville, WY(307) [email protected]

Adam RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

Rod RuppelWebster City RV Inc.Webster City, IA(515) [email protected]

Joey ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [email protected]

Earl StoltzfusStoltzfus RV’s & MarineWest Chester, PA (610) [email protected]

Glenn ThomasBill Thomas Camper SalesWentzville, MO(636) [email protected]

Larry Troutt IIITopper’s Camping CenterWaller, TX(800) [email protected]

Bill White United RV CenterFort Worth, TX(817) [email protected]

Participating Past ChairmenBruce BentzCapital R.V. Center Inc.Bismarck, ND(701) [email protected]

Randy BilesPikes Peak Traveland Inc.Colorado Springs, CO(719) [email protected]

Debbie BrunoforteLittle Dealer, Little PricesMesa, AZ(480) [email protected]

Rex FloydFloyd’s Recreational VehiclesNorman, OK(405) [email protected]

Crosby ForrestDixie RV SuperstoreNewport News, VA (757) [email protected]

Ernie FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

Rick HorseyParkview RV CenterSmyrna, DE(302) [email protected]

Larry McClainMcClain’s RV Inc.Lake Dallas, TX(940) 497-3300

Tim O’BrienCircle K RVsLapeer, MI(810) [email protected]

Dan PearsonPleasureLand RV Center Inc.St. Cloud, MN (320) [email protected]

Cammy PiersonCurtis Trailers Inc.Portland, OR(503) [email protected]

Joe RangeRange Vehicle Center Inc.Hesperia, CA (760) [email protected]

Dell SandersJ. D. Sanders Inc.Alachua, FL (386) [email protected]

Marty SheaMadison RV SupercenterMadison, AL(256) [email protected]

Bill ThomasBill Thomas Camper Sales Inc.Wentzville, MO(636) [email protected]

Larry TrouttTopper’s Camping CenterWaller, TX(800) [email protected]

RVDABOARDS: OFFICERS,DIRECTORS,&DELEGATES

In July, for the second consecutive month, U.S. andCanadian dealer inventories of motorhomes andtowable RVs shrank because retail sales exceededfactory-to-dealer shipments by significant amounts,according to market research firm StatisticalSurveys/The Thrive Group.

The July inventory index for towables was 141.3,

up sharply from 124.0 in June, and for motorhomesit was 117.8 in July, compared with 111.4 in June.July actually was the fourth consecutive monthduring which towable inventories shrank.

The towables inventoryshrinkage at the dealer levelfrom April through July cutinto inventories that built upduring the first quarter of thisyear. The result – the towablesinventory index was 96.5 afterthe first seven months of thisyear, indicating a slight expan-sion. In the case ofmotorhomes, the inventoryexpansion after the first sevenmonths of 2014 was a little more rapid, as shown byan index of 90.3.

The 34,652 towable RVs retailed by U.S. andCanadian dealers in July represents a 4.3 percentincrease when compared with the 33,229 units soldto North American consumers in July 2013. (U.S.towable retail sales were up 5.3 percent in July and7.2 percent during the first half of this year. InCanada, towable RV retail sales were down 9.8percent in July and were down 8.5 percent during thefirst seven months of this year.)

Wholesale shipments of towables increased 6.2percent in July to 24,529 units, compared with23,100 units delivered to dealerships in July 2013.During the first seven months of 2014, towable ship-ments were up 9.5 percent to 193,121 units,compared with 176,400 delivered during the sameportion of 2013.

In the case of motorhomes, 3,772 units wereretailed in July, a 13.3 percent increase over the 3,328units sold in July 2013. Meanwhile, motorhomeshipments increased 10.4 percent to 3,201 units inJuly, compared with 2,900 units shipped during July2013. (U.S. motorhome retail sales were up 10.1

percent in July and 13.2 percent during the firstseven months of this year, while Canadianmotorhome sales were up an even 10 percent in Julyand were up 1.6 percent year-to-date.)

Walworth will present “How to Understand Today’sMarket Trends” with Scott Stropkai on November 12 atthe RVDA convention. For more information, contactTom Walworth at (616) 281-9898. The Thrive Group isa partnership between Statistical Surveys and SpaderBusiness Management. n

9

For the latest RV Inventory Indexreport, visit www.rvda.org.

50

75

100

125

150

JULJUNMAYAPRMAR

50

75

100

125

150

2014

2013

JULJUNMAYAPRMAR

101.1

98.6

113.3

143.8

141.3

96.5

TOWABLES

95.9

108

117.8

86.2

114.8

90.3

MOTORHOMES

YTD

YTD

2013 2014

2013 2014

RV Retail Exceeds Wholesale Volume for Second Consecutive Month By Thomas Walworth, Statistical Surveys/The Thrive Group

INDUSTRY TRENDS

When the RVInventory Index isbelow 100, there’san expansion ofdealer inventories.When the index isabove 100, there’sshrinkage. If theindustry sold a unitat retail for everyunit delivered atwholesale, the RVInventory Indexwould be 100.

R V I N V E N T O R Y I N D E X

NOVEMBER 2014

E C O N O M I C S N A P S H O T

The Great Recession’s Aftermath

Car Dealers Exited RV Retailing While Boat Deale By Jeff Kurowski

The Great Recession of2008-2009 most likelyplayed a significant role inreducing the number ofautomobile dealers selling

RVs as a sideline, according to2012 economic census datareleased recently by the U.S.Census Bureau.

The October edition of RV Executive Today comparedthe number of dealership loca-tions primarily selling RVs in2012 with the number of loca-tions in 2007, the year theprevious economic census wasconducted. That comparisonshowed there were 2,619 U.S.locations in 2012 where RVsales were the primary line ofbusiness, compared with 3,100locations in 2007 – a 15.5percent decline.

However, 2007 economiccensus data was gathered whenthe RV industry was near itsmost recent peak, while the2012 census figures show an

industry that had recov-ered about halfway fromthe depths of 2008-2009, when the RVindustry shrank by53 percent. In 2007,manufacturersshipped 353,400units to U.S. andCanadian dealers; in2009 they shipped165,700 units. (RV ship-ments are forecast to reach350,000 units in 2014 and360,000 units in 2015.)

The economic census alsotracks retail operations whereRV sales are a sideline, andhere’s where some interestingshuffling of the deck occurredbetween 2007 and 2012.

Some outfits sell automo-biles as their primary businessand RVs as a sideline. Otherssell boats, motorcycles, andother types of motor vehicles astheir main business, with RVsas a sideline. When all of these

businesses are combined, therewere 4,121 dealership locationsselling RVs and all other typesof motor vehicles in 2012,compared with 5,849 in 2007, a29.5 percent decline.

The vast majority of thedecline occurred because morethan 1,200 auto dealershiplocations either stopped sellingRVs as a sideline or adoptedlegal structures completelyseparating their auto-relatedbusinesses from the RV busi-nesses. The economic censusrevealed there were 707 autodealership locations in 2012selling new and/or used cars asthe primary business and sellingRVs as a sideline. But in 2007,there were 1,943 dealershiplocations selling RVs as asideline, which means a 63.6percent decline occurredbetween 2007 and 2012.

During the same time,somewhat remarkably, there wasno change in the number ofdealership locations that soldmotorcycles, boats, and othermotor vehicles as the primary

RVDA will release more data in the comingmonths. The U.S. Census

Bureau conducts theeconomic census every

five years, as required bylaw. Nearly 4 million

companies representingall regions and industries

provided data for thelatest census, which was

conducted betweenOctober 2012 and

February 2013.

Number of U.S. Dealership Locations with RVs as a Main Business

RV EXECUTIVE TODAY10

The number ofbusinesses countingboat sales as theirprimary business andRV sales as a sidelineactually increasedbetween 2007 and2012. There were 244locations in 2012,compared with 162 in2007, a 50.6 percentincrease.

11

ers Added RV Lines

business, with RV sales as asideline – there were 795 loca-tions in 2007 and 2012.

The number of businessescounting boat sales as theirprimary business and RV salesas a sideline actually increasedbetween 2007 and 2012. Therewere 244 locations in 2012,compared with 162 in 2007, a50.6 percent increase.

Perhaps the GreatRecession accentuated thedifference between selling cars,which are necessities in mostparts of the country, and sellingrecreational products such asRVs, boats and motorcycles,which are discretionarypurchases. n

Number of Car Dealers Selling RVs as a Sideline

Number of Boat Dealers Selling RVs as a Sideline

Number of Motorcycle, Boat & Other Motor Vehicle Dealers Selling RVs as a Sideline

Source: U.S. Census Bureau

Total Annual RV ShipmentsTo U.S. and Canada (000s)

Source: RVIA NOVEMBER 2014

YYou can’t beat the price/value proposi-tion when it comes to helping dealerssell RVs, according to those whoresponded to RVDA’s 21st AnnualDealer Satisfaction Index (DSI) survey.This was the seventh consecutive yearthat dealers said competitive price/valuewas the most important factor.

More respondents – 33.6 percent –selected competitive price/value thisyear as the factor that is most helpfulwhen it comes to helping them sellRVs, and 23.6 percent said it is thesecond-most important factor. Another14.9 percent picked competitiveprice/value as the third most importantfactor, meaning 72.1 percent of theU.S. and Canadian dealers who filledout the survey said competitiveprice/value is the most important, orthe second- or third-most importantfactor in helping them sell RVs.

Dealers filling out the survey weretasked with choosing the most impor-tant factor, the second-most and third-most important factor when it comes toselling RVs. Here is the list of the eightfactors from which DSI respondentsmade their selections: • Sales support• Sales territory

• Vehicle design• Vehicle reliability/quality• Competitive price/value• Parts support• Dealership warranty support• Overall dealer communications

A total of 423 dealers responded tothe survey in 2014, compared with 469in 2013. The 423 respondents rated2,386 brands this year, an average of5.6 brands per respondent.

Eighty-five Canadian dealersresponded to the 2014 DSI, along with338 U.S. dealers.

Since the current line of questionswas implemented in 2008, vehicle

design/quality and vehicle design whererated as either the second- and third-most important factors each year whenit comes to helpfulness in selling RVs.

In 2014, 18.9 percent of DSIrespondents said vehicle design/relia-bility is the most-important factor, 19.4percent said it is the second-most, and23.6 percent said it is the third-mostimportant factor. As a result, 61.9percent of those filling out the DSIsaid vehicle reliability/quality is themost important, second-most or third-most important factor with in comes toselling RVs.

In the case of vehicle design, 23.9percent this year said it is the mostimportant factor, 19.2 percent said it isthe second-most important and 8percent said is the third most importantfactor, for a total of 51 percent ofrespondents saying it’s the most impor-tant, second-most or third-most impor-tant factor.

The DSI is an annual confidentialsurvey that asks dealers to express theirlevel of satisfaction with their manufac-turers and brands. The highest ratedmanufacturers/brands receive theRVDA Quality Circle Award. Theaward recipients will be announced inmid-November, and the awards will behanded out in Louisville on Dec. 1, theevening before the opening of theNational RV Trade Show. n

Competitive Price/Value Remains Most Important to DealersBy Jeff Kurowski

Dealers generally say that a consistent new-model introduction timeframe is importantto their inventory stocking plans, according to the third-quarter RV dealer survey

conducted by Baird Equity Research in partnership with RVDA. “Generally, dealers believethat a consistent mid-summer introduction is important (49 percent), while just 18percent of dealers do not believe a consistent mid-summer introduction is crucial,” thereport says. The report also showed that retail RV demand is strong, with particularstrength in motorhomes. Overall dealer sentiment in the survey remains high – 69 on ascale of 100 – as seasonal inventory patterns take shape. Baird reports that “dealersappear slightly more cautious as the season draws to an end. Dealer-reported motorhomeinventory days increased to 138 from 119. Towable days increased to 138 from 131.”

Baird is an international wealth management, capital markets, private equity, andasset management firm.

Most Important Factor For Dealers Selling RVs


Dealers Sound Off On Model YearIntroduction in New Baird SurveyEdited by RVDA staff


T he newest class of U.S. andCanadian RV retailers slated toreceive 2014 RVBusiness Top 50Dealer Awards during a Nov. 12

evening reception at the RV DealersInternational Convention/Expo in Las Vegas isa virtual who’s who of U.S. and Canadian RVretailing – from smaller family-held stores toemerging independent chains during an era ofrapid industry consolidation.

A panel of industry experts convened atthe RV/MH Hall of Fame in September forsome rather intense deliberations, gaveled byBJ Thompson Associates, and selected five BlueRibbon dealers for their well-documentedcommitment to best practices in every aspectof their retail stores – profitability, employeerelations, technician training, charitable giving,and placing a high priority on customer care.

The Blue Ribbon dealers, in alphabeticalorder, are:

• ArrKann Trailer & RV Center, Edmonton,Alta.

• Bill Plemmons RV World, Rural Hall, NC

• ExploreUSA RV Supercenter, Plano, TX

• Ketelsen Campers of Colorado, WheatRidge, CO

• Mike Thompson’s RV Super Stores, SantaFe Springs, CA

Two retailers will receive special recogni-tion as part of a program underwritten by AllyFinancial Inc., Blue Ox, Cummins PowerGeneration, Dometic Corp., Freightliner CustomChassis Corp., GE Capital CommercialDistribution Finance (CDF), LippertComponents Inc., Protective Asset Protection,and Stag-Parkway Inc.:

• Thompson Family RV, Davenport, IA, willreceive the RVB Top 50 Spirit Award(sponsored by Ally Financial) for excep-tional charitable outreach.

• Camper’s Inn, Kingston, NH, will receivethe RVB Top 50 Innovation Award(underwritten by Lippert Components)for outside-the-box business creativity.

RVBusiness Top 50 Dealer Awards candi-dates were nominated by their manufacturersbased on professionalism and sales acumen.The dealers then submitted applications thatsought detailed information about their opera-tions.

“This program is unique in that it doesn’tfocus solely on sales,” says RVB PublisherSherman Goldenberg, co-owner of the Elkhart,IN-based trade journal. “We understand thatwhat makes a dealership truly great isn’t just

RVBusiness’s Top 50 Dealer AwardWinners to be Honored at ConventionFrom RVBusiness

AWARDS

what it does, but how it gets the job done.These dealers were selected for outstandingcustomer service, along with sound businesspractices and forward-thinking philosophies.”

Here is the 2014 class, in alphabetical order:

• Alliance Coach RV Sales & Service,Wildwood, FL

• Alpin Haus, Amsterdam, NY

• American RV Sales & Service, GrandRapids, MI

• ArrKann Trailer & RV Center, EdmontonAlberta, Canada

• Beckley’s Camping Center, Thurmont, MD

• Bill Plemmons RV World, Rural Hall, NC

• Bob Ledford’s RV & Marine, Greer, SC

• Bucars RV Centre, Balzac, Alta.

• Burlington RV Superstore, Sturtevant, WI

• Camper’s Inn, Kingston, NH

• Carolina Coach & Camper, Claremont, NC

• Chemo RV Sales & Service Ltd., WilliamsLake, BC

• Clem’s RV Sales, Ellwood City, PA

• Coachlight RV Sales, Carthage, MO

• Coates RV Center, Columbus, MN

• Colonial RV, Lakewood, NJ

• Crestview RV Center, Buda, TX

• Curtis Trailers, Portland, OR

• Dandy RV Superstore, Anniston, AL

• ExploreUSA RV Supercenter, Plano, TX

• General RV Centers, Wixom, MI

• Guaranty RV Centers, Junction City, OR

• Ketelsen Campers of Colorado, WheatRidge, CO

• La Mesa RV Center, San Diego, CA

• Lazydays RV, Seffner, FL

• Lifestyle RVs, Grain Valley, MO

• Little Dealer Little Prices, Phoenix, AZ

• McClain’s RV Superstore, Oklahoma City,OK

• Mike Thompson’s RV Super Stores, SantaFe Springs, CA

• Minard’s Leisure World, Weyburn, Sask.

• Modern Trailer Sales, Anderson, IN

• Mount Comfort RV, Greenfield, IN

• Noble RV, Owatonna, MN

• Parkview RV Center, Smyrna, DE

• PleasureLand RV Center, Saint Cloud, MN

• Poulsbo RV, Kent, WA

• Richardson’s RV Centers, Menifee, CA

• RV City, Morinville, Alta.

• Steinbring Motorcoach, Garfield, MN

• Tacoma RV Center, Fife, WA

• Tennessee RV Supercenter, Knoxville, TN

• Thompson Family RV, Davenport, IA

• Tom Johnson Camping Center, Marion, NC

• Tom Stinnett Derby City RV, Clarksville, IN

• Topper’s Camping Center, Waller, TX

• Veurinks’ RV Center, Grand Rapids, MI

• Walnut Ridge Family RV Sales, NewCastle, IN

• Wilkins Recreational Vehicles Inc., Bath,NY

• Windish RV Center, Lakewood, CO

• Woody’s RV World, Calgary, Alta.

All RVDA convention/expo attendees witha registration badge are welcome to attend thespecial 5:30-7:30 p.m. hors d’oeuvres andcocktails reception honoring the RVB Top 50awardees. For questions on the Top 50program, contact Sherman Goldenberg at (574)457-3370 or (574) 457-6637 or B.J. Thompsonat (574) 255-5000, extension 501. n

15NOVEMBER 2014


Improving the billed hoursper customer repair order(RO) benefits technician

productivity and quite oftenthe effective labor ratecollected. Improvements tothese two areas will resultin less non-productivetime and an increase incollected revenue. Here’show to do it.

Scheduling lets youcontrol how many customerscome in on any given day aswell as their arrival time.Scheduling improves the value perRO because it allows you to spendquality time with each customer.The customer’s concerns are betterdocumented, recommendationsfor additional services can be

offered, and a relationshipwith the customer can beformed.

Shop-loading has todo with inventorymanagement. Units oftime are inventory that, ifnot sold today, are lost

forever, unlike new, used, orparts inventories which willbe available the next day.All you really have tosell in the servicedepartment is time, so

you need an idea of how much ofit is expected to come in everyday. This is not an exact science,but an educated guess is betterthan no idea at all.

Ideally, your productioncapacity should always exceed

demand. Loading the day withmore work than available timecreates problems such as anincrease in carry-over units,parking space and lot damage,delays in prepping new/used units,customer dissatisfaction, and noopportunity for up-sells. Pre-loadthe shop with 50-70 percent ofproduction capacity, adjusted forconditions.

Using a unit’s service historyto recommend additional serviceson the current visit is the mostunderused resource in the servicedepartment. The service historyshould be reviewed for allcustomers with scheduledappointments in advance of theirarrival at the dealership.Recommendations can be noted

By Don Tipton

S E R V I C E T I P S

How to Improve the Value per Repair Order

Using a unit’sservice history to

recommendadditional

services on thecurrent visit is themost underusedresource in the

servicedepartment.

17NOVEMBER 2014

on a printed “pre-work order” that’s reviewed and discussedduring the write-up. The service history can identify repairsthat haven’t previously been performed, such as wheelbearing pack, roof re-seal, and LP gas check.

Here’s a simple 7-step process that should be used onevery arriving service customer:

1. Give a proactive and friendly greeting This makes apositive first impression.

2. Focus on the primary concerns You must take care ofthese first.

3. Repeat your understanding of their concerns andgain acknowledgment The customer needs to knowyou understand.

4. Present recommended services, maintenance menuand/or service history Now that their concerns aretaken care of, go on the offense.

5. Perform a walk-around of the unit Inspect fordamage and up-sell opportunities.

6. Offer to perform a no-charge inspection This shouldbe performed by the technician.

7. Obtain authorization Quote a diagnosis and establisha status update time.

Pre-packaged maintenance menus combine operationsthat should be performed at either certain mileage or timeintervals, such as a 6,000-mile service package or a 6-month maintenance package. The package should be pricedto include all parts and labor. Properly built menus shouldimprove the effective labor rate. These packages are easywork for techs and they also tend to “train” the customer tohave certain services performed at predefined intervals.

Have techs use a printed inspection form of items thatrequire little or no removal or adjustments. The techsshould record the inspection findings on the form andforward it to the service advisor as early as possible so he orshe can recommend and obtain approval on any additionalservices while the unit is in the shop.

Develop a job pricing guide for the most commonrepairs and services. This guide should be an easy referencefor use by all departments to price additional services andcommon repairs. Weighted parts and labor averaging willbe required to establish a job price for most items.

Implement a spiff program on up-sells. The spiff couldbe for specific items such as grab handles or electric tonguejacks, or for any add-on customer-pay line on the RO.Change it up often and don’t run it continuously – a spiffshouldn’t become part of the pay plan.

Place a “next service due” sticker on the inside of theentry door on all customer units that should have a serviceperformed within the next six to nine months. This willbecome a constant reminder to the customer. Have aprinted list of these services attached to the customer copyof the RO.

Track technician efficiency on billable lines only – don’twaste time punching on and off everything they do. Keep itsimple. The two measurements to stay focused on are:

1. Technician proficiencya. Technician clock time (time on-site) versus the

billable (flat rate hours) produced2. Technician efficiency (on billable lines)a. Technician clock time on each line (job) on the

repair versus the billable (flat rate) time soldTracking this information can help identify a techni-

cian who needs help, training, or motivation. You can alsodetermine if the amount of flat rate time for the job isadequate and what operations are the most efficient to sell.

Implement a “may we recommend” sheet that containssix to 10 accessories that the new or used buyer may beinterested in adding after purchase. You can have a separatesheet for new and used buyers. The listed items shouldinclude color pictures, and each should be priced installed.The sheet should be placed in a conspicuous location, likethe unit’s countertop, by the technician performing theinspection. A limited-time discount could apply toencourage the buyer to return soon.

Don Tipton is president of DTC RetailConsulting Inc. He will present “What ServiceMeasurables Really Mean” and “Turn Your ServiceDepartment into a Cash Machine” on Nov. 13during the convention.

F or RV dealers to succeed today,they must continually monitorwhat’s happening in the RV

market and then adapt quickly. Marketinfluences are always changing, andsuccess is measured by how well thedealer can change in response.

The four cornerstones ofmarketing mix are product, price,place, and promotion. This holds truein any business but particularly in theRV market. Dealers will improve theirunit turns if they pay attention to howthe four Ps affect their area of respon-sibility or assigned market. Take a lookat the matrix.

ProductYou should know what’s being

sold in your area by manufacturer,

division, and model. Youneed to look at thevariety, quality, design,and feature packagesbeing offered by themanufacturer. Andwhat is the manu-facturer offering inwarranty? Are youthe last 30 feet of amanufacturer’s assemblyline? When you orderpoorly-made product at adiscounted price, will warranty costseat up your discount?

Price PointWhat are the fastest growing price

points in your market? Dealers some-times have problems with price points

that they have never carried. A manu-facturer representative will stop in andshow a dealer that a new price point isselling, and the dealer will respondthat that price point has never sold in

18

continued on page 20

RV EXECUTIVE TODAY

By Thomas Walworth

M I X I N G I T U P

Successful Dealers Keep Up with Their Marketing Mix

19NOVEMBER 2014

his area. Consumer tastes do change,and that may be reflected in hot newprice points.

PlaceAs I was talking with dealers this

year, two subjects that frequently cameup were transportation and when tostock the inventory. Northern Indianaused to manufacture 60 percent of the

RV market but now produces 85percent. That has contributed to abottleneck that we’d all like to see goaway. The bottleneck will improve, butit will be here for years to come. Youmust be proactive in stocking your

inventory to meet demand. Look atthe sales in your area by month. If itwill take 60 days to meet demand,when should you order? Don’t limityourself to what will fit on your lot –search your area for places where youcan store the units in the short term,such as empty warehouses, fairgrounds, and vacant land. Stock theunits so you can avoid the shippingbottleneck. Yes, your cost will increase,but what’s the cost of a missed sale?

Promotion It’s a new world out there with the

Internet and social media – everyone’sthere, dealers included. You work hardto get prospects onto the lot – do youknow how your sales reps treat them?Do you monitor their presentations?Do you act as a team? Have reps givetheir presentations to the team so thatthe weaker salespeople can pick upsome tips and the whole team canimprove.

Are you involved in the neighbor-hood, sponsoring events and workingon your community image? It’s a two-way street: You must give somethingback to the community that supportsyour dealership.

Markets are constantly evolving,and your dealership must adapt tothem. Never stop paying close atten-tion to the changes in your area –they’ll dictate what you need to haveon your lot and when.

Tom Walworth is presidentof Statistical Surveys Inc.,provider of market datasolutions for the RV, marine,manufactured housing, and trailerindustries. He will present “How toUnderstand Today’s Market Trends” onWednesday, Nov. 12 during theconvention.


continued from page 18

STOCK THE UNITS SO YOU CAN AVOID THE SHIPPING BOTTLENECK. YES, YOUR COST WILL

INCREASE, BUT WHAT’S THE COST OF A MISSED SALE?

21NOVEMBER 2014

The Next Big Thing: RVDealerIntel by SureVistaSolutions (repeated), Palace 3

Correct Track Suspension Alignment System – A Revolutionary New Product, Lippert Bronze 4

American-made Products: Information, Installation &Increasing Profit, B&W Trailer Hitches Palace 1 & 2

Towing Safety System by AL-KO AxisAL-KO Axis Inc. Palace 1 & 2

Thinking Outside the Box - Intent Livin Lite RV Palace 4 & 5

The Next Big Thing: RVDealerIntel by SureVistaSolutions (repeated), Palace 3

Online Marketing Tools & Strategies to Drive Trafficto Your Inventory, Auction123.com Palace 3

Finding the Profit in Cash Transa Brown Recreational Insuran

Hydraulic Disc Brake ConversionsTitan Tire Palace 3

Ordering Made Easy! CareFree’s Configurator, Carefree of Colo

TUESDAY 11/11

WEDNESDAY 11/12

THURSDAY 11/13

11/14

11/10

Partners in Progress meetings: (all take place in Palace 6 & 7)

Partners inProgress: Prime TimePalace 6 & 7

2:45 - 3:45 p.m.

4:00 - 5:30 p.m.

Partners in Progress meeting: KZ Palace 6 & 7 RVDA Members have a NEW HIRING TOOL…Find out about

Society of Certified RV Professionals Reception, with Michael Rees, “Making an Impact: Customer Satisfaction in Fixed Operations”

8:15 a.m. - 1:00 p.m.

8:15 - 9:15 a.m.

9:30 - 10:30 a.m.

10:45 - 11:45 a.m.

12:00 - 1:00 p.m.

1:15 - 2:15 p.m.

8:15 - 9:15 a.m. Crossroads • 9:30 - 10:30 a.m. Jayco •

2:30 - 4:00 p.m.

7:30 a.m.

4:00 - 7:00 p.m.

7:00 - 8:30 p.m.

EDUCATION TRACKS: DEALER/GM SALES RENTA

9:00 - 10:00 a.m. Unlocking the Secret of VariableGross Profit, Chad Carr Palace 1 & 2

Understanding and Preparing forthe Affordable Healthcare Act Jeff Englander Palace 1 & 2

Devil in the Drafting Ren Leslie Pujo B

Law & Diso Leslie Pujo B

RV Rental M Randall Jerem

How to Desi the Maximum Palace 6 & 7

High Perform People for Pr Palace 6 & 7

Developing Relationship Peter Martin

Yelp Review Reputation, Palace 6 & 7

Your Biggest I Experts Panel Alanko, Brad B

Go RVing Canada: Optimized Digital Marketing Tactics forRV Dealers, Cyrus Irani Bronze 4

DNA of a ChampionshipSales TeamMarc Wayshak Bronze 4

Championship Selling in the New Economy (repeated) Marc Wayshak Bronze 4

Championship Selling in the New Economy (repeat)Marc Wayshak Bronze 4

Managing Internet Leads in Today’s Marketplace (repeated)Tom King & Lisa Rockwell Bronze 4

Managing Internet Leads in Today’s Marketplace (repeat)Tom King & Lisa Rockwell Bronze 4

Driving Traffic! Alan Ram Bronze 4

Five Simple Strategies toSupercharge Your Business (repeated), Alan Ram Bronze 4

Five Simple Strategies to Supercharge Your Business (repeat)Alan Ram Bronze 4

Smell the Coffee and ThenClose Your Sale, George DansBronze 3

Selling Like a Pro: Closing Sales Effectively and Effortlessly, Bob Phibbs,the Retail Doctor® Bronze 3

Selecting & Engaging MillennialsRicardo Roman Palace 1 & 2

9 Ways to Become a Better Leader(repeat), Michael Rees Palace 1 & 2

2:00 - 3:00 p.m.

10:15 - 11:15 a.m.

11:00a.m.-3:00 p.m.

Effectively Leading and Managingas a Young Executive, David SpaderPalace 1 & 2

Beating the Odds: Crafting a SuccessfulLifetime Business Transition StrategyDon Bielen Palace 1 & 2

How to Understand Today’s MarketTrends, Tom Walworth and ScottStropkai Palace 1 & 2

9 Ways to Become a Better Leader(repeated), Michael Rees Palace 1 & 2

If You Fail to Train, You Train to Fail! George Dans Palace 1 & 2

Expo Open with Lunch Served in Both Halls

3:15 - 4:15 p.m.

RVBusiness Top 50 Awards Reception Platinum Ballroom

Young RV Executives Reception Sponsored by Coach-Net Skyview 1

5:30 - 7:30 p.m.

4:15 - 5:30 p.m.

Early Bird Continental Breakfast 7:30 a.m.

RVDA of America Annual Meeting Platinum Ballroom • RVDA of Canada Annual Meeting Skyview 1

Expo Open with Lunch Served in Both Halls

9:00 - 10:00 a.m.

10:15 - 11:15 a.m.

10:00 a.m. - 1:00 p.m.

1:00 - 2:00 p.m.

2:15 - 3:15 p.m.

3:30 - 4:30 p.m.

5:30 - 7:00 p.m.

8:00 -10:15 a.m.

7:30 a.m. Early Bird Continental Breakfast Palace 3

Skyview Sunset Social Skyview 1

GENERAL SESSION: “Even Monkeys Fall from Trees: Learn from Mistakes and Embrace Change,” Doug Lipp Sponsored by Forest

Early Bird Continental Breakfast

Expo Open with Reception in Both Halls (Reception sponsored by Forest River Inc.)

RVDA of Canada Reception (open to all Canadians) Skyview 1

Compliance Education: The Current Legal Landscape & How it Applies to You, Julie Becker-Myers & Courtney Hennessey Palace 3

Vendor Training +Plus:

Vendor Training +Plus:8:00 a.m. - 5:00 p.m.

Leveraging Trends to Predict SalesALLY Financial Palace 1 & 2

8:00 a.m. - 12:00 p.m. RVDA of Alberta Board of Directors breakfast & meeting Skyview 2 • 11:30 a.m. - 2:30 p.m. RVDA of America Board of

*Subject to change

of special interest toyoung RV executives

tional Diversification

Compliance: CFPB, Dodd-Frank & the DealershipAmerican Guardian Warranty Services Bronze 3

actions, Brown & ce Palace 4 & 5

Leadership Development for Your DealershipSpader Business Management Bronze 2

(2-hour session)

Lippert Component’s Aftermarket ProgramLippert Components Bronze 4

s New Product orado Palace 4 & 5

Learn How Dealers Dominate Internet MarketingWheeler Advertising Bronze 2 Using New IDS Technology to Improve the

Customer Experience IDS Bronze 3

(2-hour session)

Chassis Performance: Giving Your Stock Motorhomea High Performance Makeover, Blue Ox Bronze 4

the Innovative New Hiring Tool That’s Cost-Effectively Closing the Employment Gap, The Employment Network - A CareerCo Company Palace 4 & 5

” Sponsored by Protective Asset Protection Palace 1 & 2

10:45 - 11:45 a.m. EverGreen/Skyline • 12:00 - 1:00 p.m. Winnebago

AL SERVICE PARTS Sponsored by Coast Distribution System SOCIAL MEDIA/eMARKETING

Details: ntal Agreements

Bronze 2

rder: RV Edition Bronze 2

Market Trends miah Palace 6 & 7

ign Your Rental Fleet for m ROI, Randall Jeremiah

mance HR: Maximize rofits, Kathryn Carlson

Signature RV Service, Don TiptonPalace 4 & 5

Advanced Digital MarketingStrategies, Roger Vergara Bronze 3

Turn Your Service Department into aCash Machine (repeat), Bob ClementsPalace 4 & 5

Turn Your Parts Department intoa Profit Center, Rod DavisPalace 3

Turn Your Service Departmentinto a Cash Machine (repeated) Bob Clements Palace 4 & 5

Educating Your Customers through Parts & Service, David Foco Palace 3

What Service Measurables ReallyMean, Don Tipton Palace 4 & 5

Driving Your Service DepartmentTowards 100% Fixed Absorption Chad Carr Palace 4 & 5

7-3-4-6-The Combination for Successin RV Service, Chuck Marzahn Palace 4 & 5

An In-House Body Shop: Lessons fromthe Trenches, David Foco, Tina & LeePickard, & Kathryn Carlson Palace 4 & 5

Managing the Essential EightControllables for Record Profits Don Reed Palace 4 & 5

In Search of Technicians: Finding,Screening and Training the RightCandidates, Betty Mills Palace 4 & 5

Achieve 100% Shop Productivityin 30 Days, Don Reed Palace 3

Ignite Your Online Sales - How to Sell More RVs with eBay Motors Tracy Amato & Kevin Lorell Bronze 3

Developing & Maintaining CustomerRelationships through Social MediaPeter Martin Bronze 2

& Maintaining Customerps through Social Media

n Bronze 2

Yes You CAN Be a ContentMarketing Rock Star Evanne Schmarder Bronze 3

Yes You CAN Be a ContentMarketing Rock StarEvanne Schmarder Bronze 3

Sell More RVs by Dominating the Search Engines, Tim Resnik Sponsored by InteractRV Palace 3

Successful Visual eMarketingEvanne Schmarder Palace 3

Social Media: Is Social Media a Fad?Harvey Fisher & Courtney HennesseyPalace 3

Yelp Reviews and Your Online Reputation, Peter Martin Palace 6 & 7

s and Your Online Peter Martin

Advanced Social Media StrategiesSheril Vergara Bronze 3

Maximize the Moment (repeated)Steve Holt Palace 3

Creating a High PerformanceParts Department, Bob ClementsBronze 3

Use Variable Pricing Strategies toMaximize Parts Profits, Chad CarrPalace 3

Selling More Parts Right NowGeorge Dans Palace 3

How to Not be a Showroom forAmazon, Bob Phibbs, the Retail Doctor®Bronze 3

Visual Merchandising for Sales: Secrets to Successful Display Bob Phibbs, the Retail Doctor® Bronze 3

Maximize the Moment (repeat)Steve Holt Palace 3

Issues & Challenges: Ask the l Discussion, Leslie Pujo, Bert acon & Scott Krenek Bronze 2

River, Inc. Platinum Ballroom

9:15 -10:15 a.m. Understanding Compliance Issues - and Solutions - with Back End Products, Chip Zyvoloski Palace 3

EDUCATION MATRIX

f Delegates lunch & meeting Platinum Ballroom • 12:00 p.m. - 5:00 p.m. RVDA of Canada Board of Directors lunch & meeting Skyview 1


I s being a leader the right thing for you? Here are somethings to think about if you’re hoping to become amanager, or even if you’ve been in a management

position for a while. Over the years, I’ve asked many managers how they

got the position in the first place, and the vast majoritywere promoted from the floor – just the way I was. I wasthe most successful salesperson in the dealership, so whenthey needed a manager, they asked me first. Next thing Iknew, I was the boss of the people I had worked alongsideprior to the promotion.

A big mistake many people make as a boss is that theybecome “bossy.” Colleagues don’t like being bossed aroundby anyone, especially someone who was working next tothem the day before. Don’t be a boss – be a leader.

You can lead from behind or from the front. I’ve foundthat great leaders pull their team along with them insteadof pushing them. People normally find it easier to followsomeone who leads rather than to be pushed into doingsomething that the boss doesn’t do himself.

A good leader determines what motivates the team,recognizing that different members may very well be moti-vated by different things. Some of the main motivatingfactors are:

LOVE: People enjoy working with their co-workers, theylike their working environment and the owner of thebusiness. They also love what they do.

PRIDE: People want to be recognized for a job well doneand may get more from a plaque for employee of themonth than the bonus that comes with it.

HEALTH: Some people are really motivated by good healthand like to work out for an hour.

LOYALTY: Employees who get to work whatever the situa-tion – bad weather, illness, etc. – enjoy the stability of theirjobs and work lives.

OPPORTUNITY: These people want to learn more andgrow, if possible with the company. They work for thechance to advance in life (new car, house, boat).

FEAR: Some people are motivated by fear of losing theabove or of losing their job if they don’t do as they’re asked.

Good leaders use these motivators to get people to dowhat’s needed. Leaders who lead from the front will find

ways to use the first five factors, and ones who lead frombehind use fear a lot to motivate. Sometimes if nothing elseworks, it may be necessary to use fear – “Do this or else.”

Managers become frustrated when they show or train ateam member to do something a certain way, expect thatperson to do it that way from now on, and the persondoesn’t. Managers tell me, “It’s like dealing with a 5-year-old – you have to tell them over and over, and they stilldon’t do it. I didn’t sign up to be a babysitter!”

My answer: Five-year-olds normally bug their parentswith one word over and over. “WHY?” For children tolearn different behavior, they need to understand why theymust do things differently. Once they understand that, theyusually comply.

Good leaders recognize that the same principle applieswhen trying to change adult behavior. We all need tounderstand why. We all need to be sold on the idea. Usefeatures and benefits to make people understand what’s init for them, the company, and the customer.

For manages who say, “I didn’t sign up to be ababysitter,” I say, “Yes you did – you just didn’t realize it atthe time!”

A good leader will understand that team membersaren’t supposed to know all the answers. Instead ofbecoming frustrated, embrace this fact and work with it.Think about it – if each team member thought the sameway as the leader, we’d have a lot of leaders and no one todo the work. So embrace the fact that your people needhelp and guidance every day, and they may need to beshown the same thing several times over.

If it feels overwhelming, ask yourself if you’re pushingor pulling. By using the motivating factors, good leaderswill bring their team along with them for the ride, and theleadership role becomes more rewarding.

It isn’t for everyone, though. Many people I’ve workedwith in the past have tried leading and gone back to theirold position because the added responsibility wasn’t worthit for them.

Don’t make the mistake of staying in a leadershipposition when it isn’t for you – you won’t like it, and moreimportantly, the team you’re trying to lead won’t like it, oryou, either.

Michael Rees is president of A World of Training. He hasworked in all areas of dealership management, including as adealer partner in one of the largest dealerships inEngland. He has been a fulltime consultant andtrainer since 2000. He will present “9 Ways toBecome a Better Leader” on Wednesday, Nov. 12 andThursday, Nov. 13 during the convention.

How to Be a Better BossBy Michael Rees

M I X I N G I T U P


A World of TrainingAdventure On EarthAirstream, Inc.AIRXCEL RV GroupAlde Corp

+ AL-KO Axis, Inc.Allied Recreation Group

+ Ally Financial+ American Guardian Warranty Services, IncAmerica’s RV and Marine AuctionAqua-Hot Heating Systems, Inc.Arrow Distributing, Inc.Atwood Mobile Products, LLC

+ Auction123.comAutomotive Compliance Consultants, Inc.

+ B & W Trailer HitchesBank of America Merril LynchBank of the WestBison Coach

+ Blue OxBrasher’s Northwest Auto AuctionBrasher’s Sacramento RV, Marine & PowerSports Auction

+ Brown & Brown RecreationalInsurance

+ Carefree of ColoradoCDK GlobalCirrus SolutionsCoach-NetCoast Distribution SystemCornerStone United, Inc.Covideo By EasycareCrossRoads RVCruiser RV, LLCCummins Onan GeneratorsCustomer Service Intelligence, Inc.Dealer Spike RVDiversified Insurance Management, Inc.Dometic CorporationDutchmen Manufacturing, Inc.EasyCare RVeBay Motors (also a new exhibitor)EcoPro ProductsEEZ RV Products

EverGreen Recreational Vehicles, LLCFleetwood RVForest River, Inc. (also a sponsor)Freightliner Custom Chassis Corp.GE Capital, Commercial Distribution FinanceGirard Systems/ProductsHeartland Recreational Vehicles, LLCHighlands FinancialHoliday RamblerHolland Bar Stool Co.

+ IDS - Integrated Dealer SystemsIHS AutomotiveInfinite Creative EnterprisesKeystone RV CompanyKZ RVLance Camper ManufacturingCorporation (LCMC)LIFESTYLE Luxury RV

+ Lippert Components, Inc.+ Livin’ Lite RV, Inc.Marine One Acceptance Corp.Marzahn & King Consulting, Inc.MBA Insurance, Inc.Medallion BankMerrick BankMobile Sleep Components (RVMattresses)MOR/ryde International, Inc.Mudd AdvertisingNADAguides & NADAguides.comNextGear CapitalNextGenAuto LLCNorthpoint Commercial Finance, LLCNTP-STAGNWAN/National Automotive ExpertsThe Omnia GroupPacific Coachworks, Inc.Parallax Power SupplyPettes & Hesser, Ltd.Phoenix American Warranty Co., Inc.PowerMax ConvertersProgress Mfg., Inc.ProResponse, Inc.ProtectivePullRite / Pulliam EnterprisesRainmaker Software

ReeseRiverside Travel TrailerRoadtrek Motorhomes, Inc.Robert Weed Plywood CorporationRV DealerPro TrainingRV PRO MagazineRV TraderRVDARVing ACCESSibility Group, Inc.RVM PromotionsRVmenu, LLCRVShareSebrite Financial Corp.Skyline RVSobel University

+ Spader Business ManagementStatistical Surveys, Inc.

+ SureVista SolutionsSys2K / RV123.comTCF Inventory Finance, Inc.TekonshaTents for Troops & RV’s TooThor Industries, Inc. (also a sponsor)Thor Motor Coach, Inc.Tiffin Motorhomes

+ Titan Tire CorporationTuson RV Brakes LLCU.S. Bank, Recreation FinanceUnited States Warranty CorporationUS Equity AdvantageWarrantech Automotive, Inc.

+ Wheeler Advertising, Inc.Williams and Stazzone InsuranceAgency, Inc.Winnebago IndustriesWolters Kluwer Financial ServicesXantrex Technology / Schneider ElectricZamp Solar, LLC

Exhibitors as of October 24For information on exhibiting, please contact Julie Newhouse at [email protected]

Partners . . . . . . . . . . . . . GreenSponsor . . . . . . . . . . . . . OrangeVendor Training +Plus . . . . +New Exhibitor. . . . . . . . . Blue

KEY

Sunday, November 911:30 a.m. RVDA of Alberta Golf Tournament

Monday, November 108:00 a.m. - 12:00 p.m. RVDA of Alberta Board of Directors breakfast &

meeting 9:00 a.m. - 5:30 p.m. Registration desk open11:30 a.m. - 2:30 p.m. RVDA of America Board of Delegates lunch & meeting12:00 noon - 5:00 p.m. RVDA of Canada Board of Directors lunch & meeting2:45 p.m. - 3:45 p.m. Vendor Training +Plus session2:45 p.m. - 3:45 p.m. KZ RV Partners in Progress meeting 4:00 p.m. - 5:30 p.m. Society for Certified RV Professionals

reception with Michael Rees, “Making anImpact: Customer Satisfaction in FixedOperations,” sponsored by Protective AssetProtection

Tuesday, November 117:00 a.m. - 7:00 p.m. Registration desk open8:15 a.m. - 9:15 a.m. Crossroads Partners in Progress meeting9:30 a.m. - 1:00 p.m. Vendor Training +Plus sessions9:30 a.m. - 10:30 a.m. Jayco Partners in Progress meeting10:45 a.m. - 11:45 a.m. EverGreen/Skyline Partners in Progress meeting12:00 noon - 1:00 p.m. Winnebago Partners in Progress meeting1:15 p.m. - 2:15 p.m. Concurrent workshops2:30 p.m. - 4:00 p.m. Opening General Session with Doug Lipp,

“Even Monkeys Fall from Trees: Learn fromMistakes and Embrace Change”

4:00 p.m. - 7:00 p.m. Expo opens with reception in both halls7:00 p.m. - 8:30 p.m. RVDA of Canada reception

Wednesday, November 127:00 a.m. - 7:30 p.m. Registration desk open7:30 a.m. Early bird continental breakfast

sponsored by TCF Inventory Finance9:00 a.m. - 10:00 a.m. Concurrent workshops10:15 a.m. -11:15 a.m. Prime Time Partners in Progress meeting10:15 a.m. -11:15 a.m. Concurrent workshops11:00 a.m. - 3:00 p.m. Expo Open with Lunch2:00 p.m. - 4:15 p.m. Concurrent workshops4:15 p.m. - 5:30 p.m. Young RV Executives reception sponsored by Coach-Net5:30 p.m. - 7:30 p.m. RV Business Top 50 Awards reception

Thursday, November 137:00 a.m. - 5:00 p.m. Registration desk open7:30 a.m. Early bird continental breakfast

sponsored by Bank of America9:00 a.m. - 10:00 a.m. Concurrent workshops10:00 a.m. - 1:00 p.m. Expo Open with Lunch10:15 a.m. -11:15 a.m. Concurrent workshops1:00 p.m. - 2:00 p.m. RVDA of America Annual Meeting1:00 p.m. - 2:00 p.m. RVDA of Canada Annual Meeting1:00 p.m. - 2:00 p.m. Workshop for parts & service personnel2:15 p.m. - 3:15 p.m. Concurrent workshops3:30 p.m. - 4:30 p.m. Concurrent workshops5:30 p.m. - 7:00 p.m. Skyview Sunset Social (included with registration)

Friday, November 147:30 a.m. Early bird continental breakfast8:00 a.m. - 9:00 a.m. Compliance workshop: The Current Legal Landscape

and how it Applies to You9:15 a.m. - 10:15 a.m. Compliance workshop: Understanding Compliance

Issues & Solutions with Back-End Products

27NOVEMBER 2014

Agenda-At-A-Glance


V endor Training +Plus topics are designed to help dealership management increase profitability bystaying current with the latest products and services available to them on the market. The hour-long

sessions are free for all full convention registrants. Download the complete schedule on the mobile app.

Vendor Training +Plus Schedule

MONDAY 11/10MONDAY 11/10

TUESDAY 11/11

8:15

9:30

10:45

12:00

1:00

2:45

3:45

B&W Trailer Hitches

Gregg Lafferty

American-madeProducts – Information,Installation andIncreasing Profit, theAmerican Way Palace 1 & 2

SureVista Solutions

Blake Ashdown

The Next Big Thing!RVDealerIntel…by SureVistaPalace 3

Lippert Components

Steve Paul

Correct Track SuspensionAlignment System – A Revolutionary NewProduct from LippertComponents Bronze 4

AL-KO Axis Inc.

Kary Royer

Towing Safety Systemby AL-KO AxisPalace 1 & 2

Ally Financial

Bill Thompson

Leveraging Trends toPredict SalesPalace 1 & 2

Auction123.com

Tracy Amato

Online Marketing Toolsand Strategies to DriveLocal Traffic to YourInventoryPalace 3

SureVista Solutions

Blake Ashdown

The Next Big Thing!RVDealerIntel…by SureVistaPalace 3

Brown & BrownRecreationalInsurance

Shawn Moran &Janet Scavo

Finding the Profit inCash TransactionsPalace 4 & 5

Livin Lite RV

Scott Tuttle

Thinking Outside theBox – InternationalDiversificationPalace 4 & 5

Spader BusinessManagement

David Spader

LeadershipDevelopment for YourDealership

(2-hour session)

Bronze 2

American GuardianWarranty Services

Charles Campbell

Compliance: The CFPB,the Dodd-Frank Act andthe RV DealershipBronze 3

Lippert Components

Steve Paul

Lippert Component’sAftermarket ProgramBronze 4

Titan Tire

Randy McMann

Hydraulic Disc BrakeConversionsPalace 3

Carefree of Colorado

Traci DeYoung

Ordering Made Easy!Come Learn aboutCareFree’s New ProductConfiguratorPalace 4 & 5

Wheeler Advertising

Ron Wheeler

Learn How DealersDominate InternetMarketingBronze 2

Blue Ox

Mike Thelander

Chassis Performance:Giving Your StockMotorhome a HighPerformance MakeoverBronze 4

IDS - IntegratedDealer Systems

Mark Berggren andMario Britz

Using New IDSTechnology to Improvethe CustomerExperience

(2-hour session)

Bronze 3

The Employment Network- A CareerCo Company Kristy Fallon and Maryellen Adams

RVDA members have a new hiring tool. Find out about the innovative new hiring tool that’s cost-effectively closingthe employment gap. Join The Employment Network leaders as we demonstrate what hundreds of companies aresaying has simplified and reduced their costs-per-hire. Its new innovative hiring tool, endorsed by RVDA, enables companieslike yours to leverage a risk-free, performance-based system to recruit and staff for a variety of positions. Palace 4 & 5

Vendor Training +Plus

Download the session details onthe Convention Mobile App fromGuidebook on the Apple AppStore or Android Marketplace orvisit guidebook.com/getit

Follow the conversation on:Presented by:

Mike MolinoThe

Nov. 10-14 • Bally’s on the Las Vegas Strip

2014 RV DEALERS INTERNATIONAL CONVENTION/EXPO

NEW DATES! NEW LOCATION!Better timing, a new venue on the Las Vegas Strip, and an exciting line-upof new education sessions are waiting for dealers at the 2014 RV DealersInternational Convention/Expo. Join us at Bally’s from Nov. 10-14 for:

2014 PARTNERS

VISIT WWW.RVDA.ORG FOR MORE INFORMATION AND TO REGISTER.

• Insight into how greatcompanies embrace changefrom keynote speaker DougLipp, who helped shape DisneyUniversity’s world-famouscustomer service training

• An expanded Vendor Training+Plus program

• A new education track on digitalmarketing and social media

• Partners In Progress meetingsfor many manufacturers

• A larger expo hall with morefirst-time exhibitors

• Easy access to Las Vegasnightlife

• Low convention rates so moredealership employees can attend

30

In a competitive and everevolving industry, having aknowledgeable and well-trained staff can be thetipping point in making salesand building customerrelationships.

A lly’s market research shows thatRV dealership employees want

easy access to training tailored to theirpositions at the dealership. How candealers provide that training withoutcontinually pulling staffers away fromcustomers? Through a mix of in-person instruction, Web conferencing,and online courses.

Ally announces the creation of anew, RV dealership-specific feature toits Performance Development Center(PDC). The PDC for RV wasinspired by feedback from the RVindustry and is geared toward RVdealers. It has two online/on-demandtraining modules exclusively for theRV market.

The online courses are designedfor busy dealership employees and areavailable 24/7. Each course takes lessthan 30 minutes, allowing employeesto complete the training quickly andget back on the dealership floor toassist customers.

In addition to the on-demandcourses, the PDC also has instructor-led training modules, available in-deal-ership or offsite, that are applicable toRV dealerships, including legal aware-ness, social media, and F&I manage-ment.

The PDC was created last year toprovide innovative, accessible trainingwith a focus on dealership processesand opportunities to improve prof-itability. It builds on Ally’s long-estab-lished dealer training offerings, using

techniques such as role-based learningthat develop the skills dealershipemployees need to excel at their jobs.The addition of RV-specific courses tothe PDC provides tailored and effec-tive training for RV dealers.

With training from Ally’sPerformance Development Center,your team won’t just know more,they’ll know how to do more. Learnmore about the PDC at www.allydealertraining.com. n

31NOVEMBER 2014

Ally Introduces RV-SpecificTraining for Dealers

A S S O C I A T E M E M B E R N E W S

YOU ASKED FOR IT - YOU’VE GOT IT!NEW DATES: Nov. 10-14 • NEW LOCATION: Bally’s on the Las Vegas Strip

RVDAmembers said they wanted aconvention location on the

Las Vegas Strip and later dates so theycould bring more employees. Well, weheard you! The 2014 RV DealersInternational Convention/Expo will be inthe center of the action – Bally’s on theLas Vegas Strip – and take place a fullmonth later than previous years.

Between our new, central location andmore convenient dates, this is the year toparticipate in the premier annualnetworking event for RV dealers.

And flexible registration ratescombined with early bird discounts makeit possible for more of your staff to sharein this learning opportunity.

Education is the passport to better-managed, more productive dealerships,and this year’s convention offers something

for everyone.Vendor Training +Plus sessionswill give you and your staff

valuable face time with vendors and business partners and areincluded in your full registration. They’re also available at aspecial low rate for employees who can onlyspend a day or two away from the dealership.

The Young RV Executives program,with events specifically focused on theneeds of younger executives and newmanagers, returns for a second year.

Make the 2014 RV Dealers InternationalConvention/Expo your destination for:• A rich learning experience bringingtogether approximately 60 educationalsessions on subjects driving your dealershiptoday

• A new education track dedicated tosocial media and Internet-based marketing

• Business opportunities in the expo,where dealers can meet more than 100manufacturers, vendors, and suppliers

• Mike Molino RV Learning Center’sshorter, streamlined workshops fordealers/GMs, service writers/advisors,

marketing and sales staff, parts and service managers, andrental operators

• Partners in Progress dealer/manufacturer meetings, nowspread out from Monday through Thursday sodealers can attend more workshops

• Social events and networking opportunities

VENDOR TRAINING + Plus

V

Follow the conversation on:Presented by:

Mike MolinoThe

If you’ve registered for the conventionand want to bring employees toattend just the Vendor Training +Plusprogram, you can register them forthat program for $195 per person. TheVendor Training +Plus badge will alsogive the holder access to the expoand the opening reception onTuesday, Nov. 11.

F U L L R E G I S T R AT I O N R AT E

for first dealershipregistrant

per each additionalregistrant

FOR MORE INFO VISITWWW.RVDA.ORG/CONVENTION

AND REGISTER TODAY!

2 0 1 4 R V D E A L E R S I N T E R N AT I O N A L C O N V E N T I O N / E X P O

$879$879

32

33

DEALER REGISTRATION FORM

2. Registration Fees:

1. Registration Information. Please copy this form if adding registrants.

3. Payment Information:

Nov. 10-14, 2014Bally’s on the Las Vegas Strip

Company Name_______________________________________________________

Phone ____________________________ Fax ______________________________

Address ____________________________________________________________

City______________________________ State/Prov________ Zip/PC____________

Email ______________________________________________________________

Name on Card _________________________________ Card #___________________________ Expires________ Security Code _______

Billing Address _________________________________ City ____________________________ State/Prov _____ Zip/PC ____________

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

� Check enclosed

Charge my: � VISA � MasterCard � Amex � Discover

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

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 $195 per person and includes Vendor Training +Plus training on Monday, Nov. 10 and Tuesday, Nov. 11, andTuesday’s reception in the Expo. Photocopy this form to add more registrants for Vendor Training +Plus.

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.orgRVDA of Canada, 204-6411 Buswell St, Richmond, BC V6Y 2G5 • (604) 718-6325 • Fax: (604) 204-0154 • www.rvda.ca

CANCELLATION / REFUND POLICY: All cancellations must be in writing and received by August 31, 2014, to qualify for a refund. A $30 administrative fee will bededucted from each refund request received by July 31, 2014. A $100 administrative fee will be deducted from each refund request received between August 1, 2014 andAugust 31, 2014. No refunds will be made after August 31, 2014. *The Mike Molino RV Learning Center is a tax-exempt organization as described in section 501(c)(3) ofthe Internal Revenue Code. Contributions may be tax deductible as charitable donations.

TOTAL $

VENDOR TRAINING + Plus

V

First Registrant – includes Vendor Training +Plus, a $195 value! $879 $

Registrant Name ____________________________________________ Email ______________________________________________

Badge First Name ___________________________________________ Please check here if you require special accommodations. �

Second Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Third Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Fourth Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Name _________________________________ Badge First Name __________________ Email _____________________ $Name _________________________________ Badge First Name __________________ Email _____________________ $

ONLY


GO RVING TAILGATING TOURMARCHES ONEdited by RVDA staff

The Sports Illustrated (SI) onCampus Tailgate Tour presented

by Go RVing is introducing thousandsof college football fans and otherconsumers to RV travel and campingas it travels to top college footballmatchups this fall.

More than 17,000 people partici-pated in the tailgates during thetour’s first month, with nearly 4,000people touring the Fleetwood StormGame Day edition motorhome andKeystone Bullet travel trailer that arethe centerpieces of the event.

The Sports Illustrated (SI) onCampus Tailgate Tour presented byGo RVing is designed to be a high-impact, on-site consumer event thatshowcases RVs as ideal tailgatevehicles and provides fans the oppor-tunity to tour the units. In addition tofan-accessible RVs, it also featurescooking demonstrations with celebritychefs, fan games and giveaways, andautograph and photo opportunitieswith Sports Illustrated personalitiesand college football alumni.

The “Elevate Your Tailgate” onlinesweepstakes is also a key element of

the tour, with the grand prize winnerawarded a Fleetwood Stormmotorhome and ten first place prizewinners receiving Go RVing swagbags and YETI coolers. The sweep-stakes has generated 175,000 entries,and more than 10,000 consumershave opted in to receive more infor-mation about RV travel and camping

from Go RVing.As part of the tour, Go RVing

content and video coverage of thetour stops will appear on SportsIllustrated website properties andtheir social media outlets.

For more information on the tour,visit www.si.com/sports-illustrated-tailgate-tour. n

Marty and Kathy Shea of Madison RV Center,Huntsville, AL, an RVDA member dealership,donated a pink Winnebago Minnie, dubbed “Pinky,”to the Liz Hurley Foundation, a non-profit organiza-tion that has raised more than $3 million for breastcancer awareness. The Sheas made the presentationimmediately following the 11th annual Liz HurleyRibbon Run, gifting the trailer to founder Liz Hurley,a popular local news anchor and herself a cancersurvivor. “Anybody who knows me knows I hatesurprises,” Hurley said, “but this is an awesomesurprise!” She said Pinky will be used at fund-raisingevents throughout the year.

Think Pink!

Name: ______________________________________________________________________Company: __________________________________________________________________Address: ____________________________________________________________________City: __________________________________________State: _____ Zip:____________Phone: ___________________________________ Fax:______________________________Email: ______________________________________________________________________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 [email protected]

Please enroll _____ dealership(s) at $250 each.Make checks payable to RVDA. q Check here for leads delivered by U.S. mail.Credit card (circle): VISA MC DISCOVER AMEX Credit card #: ___________________________________________ Exp. date: ________Cardholder: ________________________________________Security code: ________Signature: __________________________________________________________________

Get on board with Go RVing! Return this form TODAY!

39NOVEMBER 2014

Breakfast Wednesday, Nov. 12Sponsor: TCF Inventory Finance Inc.

Dealer LoungeSponsor: Thor Industries Inc.

Parts Educational TrackSponsor: Coast Distribution System

Tuesday Evening ReceptionSponsor: Forest River

Young RV Executives Reception Wednesday, Nov. 12Sponsor: Coach-Net

General SponsorSponsor: Winnebago

General SponsorSponsor: Newmar

General SponsorSponsor: Carefree of Colorado

Convention Mobile AppSponsor: eBay Motors

Expo Hall Luncheon Wednesday & ThursdayCo-Sponsors: Tiffin Motors, NTP-STAG, Sys2k

RVDA THANKS OUR 2014 CONVENTION/EXPO SPONSORS,WHOSE GENEROSITY MAKES THE CONVENTION HAPPEN!


Certified Green RV ProgramTRA Certification Inc. [email protected]: (800) 398-9282 Fax: (574)264-0740TRA, the leading third-party greencertification company, through its“Certified Green RV Program,”measures, evaluates, and certifiesRV manufacturers and verifiesvendors for energy efficiency andenvironmental friendliness. Thisprogram empowers dealers toguide environmentally-consciousconsumers in making better-informed decisions about their RVpurchases, leading to increasedcustomer satisfaction.

––––––––––––––––––––––––––––––

Credit Card ProcessingBank of America MerchantServices https://rvdealer.bankofamerica.comjay.machamer@bankofamericamer-chant.com(678) 784-0567Bank of America MerchantServices offers RVDA members anannual savings averaging 10-to-15percent on each Visa andMasterCard swipe transaction.Advanced equipment provides fastauthorization, around-the-clocksupport, and improved fundsavailability for those with a depos-itory relationship with the bank.

––––––––––––––––––––––––––––––

Disability Income Insurance/ Paycheck Protection BenefitsAmerican FidelityAssurance Companywww.afadvantage.comTed [email protected](800) 654-8489, Ext. 6530Dealerships can provide disabilityinsurance to provide security for aportion of an employee’s paycheckin the event they are unable towork due to a covered accident orillness.

––––––––––––––––––––––––––––––

Emergency Roadside andTechnical [email protected](800) 863-6740Coach-Net provides emergencyroadside and technical assistancesolutions to RV dealers throughoutthe U.S. and Canada and for manyRV and chassis manufacturers, RVclubs, and customer membershipgroups. Coach-Net provides dedi-cated service using over 150employees with advanced commu-nications technology toolscombined with an extensivedatabase of more than 40,000service providers. The company

employs trained Customer ServiceAgents and RVDA-RVIA/ASEMaster Certified Technical ServiceAgents.

––––––––––––––––––––––––––––––

Employee TestingCaliper Corp.www.calipercorp.comRalph [email protected](609) 524-1214For nearly a half-century, Caliperhas consulted with over 25,000companies on improving everyaspect of their workforce – fromhiring and selection to employeedevelopment and successionmanagement. Starting withaccurate, objective insights ourconsultants gain from our time-tested personality assessment, theCaliper Profile, we are able to helpour clients reduce the high cost ofturnover, help first-time managersexcel and create solutions that aretailored, practical and adaptable.Whether you are looking to hiretop performers, develop talent,build teams or transform yourorganization, we can help.

––––––––––––––––––––––––––––––

Extended Service AgreementsXtraRide RV ServiceAgreement Programwww.protectiveassetprotection.com(800) 950-6060, Ext. 5738The XtraRide RV ServiceAgreement Program is offeredthrough the Asset ProtectionDivision of Protective LifeInsurance Company. The programhas been exclusively endorsed byRVDA since 1992. The XtraRideprograms and F&I solutions bringdealers increased profit opportuni-ties while providing quality protec-tion for their customers. Protectiveis dedicated to providing the RVindustry with superior productsand services given its ability tounderwrite, administer, andmarket its own programs.

––––––––––––––––––––––––––––––

Health Insurance Mass Marketing InsuranceConsultants Inc. (MMIC)www.mmicinsurance.com/RVDA/[email protected](800) 349-1039MMIC contracts nationally with anumber of health insurancecompanies to provide a widevariety of benefits. MMIC creates acustomized insurance programbest suited for individual dealer-ships. Coverage is available to indi-vidual members and those firmswith two or more employees. Withgroup coverage, all active full-timeemployees are eligible. Spouse anddependent children under age 19(23 if full-time student) are also

eligible. The cost of the coveragefor the RVDA program may bepaid in whole by the employer orshared with the employees.However, the employer’s contribu-tion must be at least 50% of thetotal cost.

––––––––––––––––––––––––––––––

Hiring Tools Employment Network- A Careerco Companywww.employmentnetwork.net(718) 307-6258The Employment Network is anetwork of pay-for-performancejob sites. Its flagship site,FindTheRightJob.com, reachesmore than 5 million job seekersmonthly. Employers can drasticallyreduce their cost-per-hire by usingThe Employment Network’sFindtheRightJob.com portal andother sites. Employers set the jobrequirements and only pay forcandidates that meet them.

––––––––––––––––––––––––––––––

Lead Qualifier ProgramCustomer ServiceIntelligence Inc. (CSI)[email protected](800) 835-5274The Scene: High Inventory-LowSales. The Need: More Sales-Newmethods to meet circumstances.The Solution: CSI’s Lead QualifierProgram. How it Works: Your salesleads are sent to CSI immediatelyfollowing initial contact with yoursales staff, either in the showroomor by phone, website contact, GoRVing leads, and anywhere elseyou might acquire leads. CSI thenmakes a personal phone call toeach lead, captivating their atten-tion before your competitor doesand establishing impressiverapport! We will uncover theprospect’s initial impression of yourdealership and staff; fully qualifythe lead including exact needs andtime frame for purchase; andprovide you with their Deal Maker!

––––––––––––––––––––––––––––––

Pre-owned RV AppraisalGuidanceN.A.D.A. Appraisal Guides & [email protected](800) 966-6232, Ext. 235The N.A.D.A. RV Appraisal Guideis an essential tool for dealersneeding to determine the averagemarket value for used RVs. A newonline program, RV Connect, isalso available that providesupdated RV values, creates customwindow stickers for both newerand older RVs, and more. Theseproducts are all available at theRVDA “members only” rate.

Propane and Propane SuppliesSuburban [email protected](800) 643-7137Suburban Propane offers discountsto RVDA members on propanealong with attractive and safeequipment for refilling most anypropane cylinder, 24-hour service,on-site “Train the Trainer” instruc-tion for dealership personnel,signage, and a periodic review offilling stations by safety experts.

––––––––––––––––––––––––––––––

RVDA/Spader 20 GroupsSpader [email protected](800) 772-3377RVDA/Spader 20 Groups managedby Spader Business Managementhelp dealers improve theirmanagement skills, recognizemarket trends, and solve problems.The groups include non-competingdealers who share experiences todevelop best practices.

––––––––––––––––––––––––––––––

Shipping DiscountsPartnerShip, LLCwww.PartnerShip.com/79rvda(800) 599-2902The RVDA Discount ShippingProgram, managed by PartnerShip,provides RVDA members withsubstantial shipping discounts.RVDA members who enroll in thefree program will save on smallpackage shipments with FedEx andless-than-truckload (LTL) freightshipments with UPS Freight andCon-way Freight. Visit our websitefor more information and to enroll.

––––––––––––––––––––––––––––––

Software & Consulting [email protected](303) 228-2383KPA provides consulting servicesand software to more than 5,100automotive, truck, and equipmentdealerships. Its EnvironmentalHealth & Safety product lineprovides on-site, on-call, and onlineservices. Its Human ResourceManagement software, a total HRsolution designed in collaborationwith leading labor and employ-ment attorneys, ensures yourbusiness is in complete compliancewith state and federal regulations.Users have access to on-demandadvice from attorneys withexpertise in the RV industry.

RVDA Endorsed Products

Visit www.rvcareers.orgRV dealers can access resumes andpost job openings through apartnership with BoxwoodTechnology at www.rvcareers.org.

41NOVEMBER 2014

The DLN offers your dealership:• Onsite training• Group training• No travel time or expenses • Self-determined pace• One fixed price of $995 for thesubscription term

The Florida RV Trade Associationand RVDA’s Mike Molino RVLearning Center partner to providedistance learning opportunities to RVdealers and their employees. The DistanceLearning Network is $995 per year for each dealer-ship location. Over 50 sessions available, 24 hours aday, seven days a week, with full access to trainingthrough July 31, 2015.

The DLN offers online training for:• RV Technicians – The certification prep course helpstechnicians get ready for the certification exam.Your subscription includes unlimited access to more

than 50 training sessions, reviews, and test prepara-tion sections. Also included are manufacturer- and

supplier-specific advanced repair and trou-bleshooting classes designed to upgradetechnicians’ skills. Completion of theseclasses qualifies for recertificationhours. Classes are available 24/7throughout the program year,providing maximum flexibility.

• Service Writers/Advisors – Thisthree-hour program is valuable for both

new staff and experienced personnelpreparing for the RV Learning Center’s Service

Writer/Advisor certification.

• Greeters/Receptionists – This 50-minute session issuitable for all employees who need customerservice skills. It includes a final exam and certificateof completion.

• Dealers/GMs – This program features importanttopics for management, including lemon laws, LPgas licensing issues, and the federal Red Flags Rule.

Company Name: ______________________________________________________________________________________________

Address: ____________________________________________ City: ________________________ State: ______ Zip: ____________

Phone: ______________________________________________ Fax: __________________________________________________

Mentor Name: __________________________________________________________ Phone: ______________________________

E-mail (at dealership) : ____________________________________________________ Fax: ________________________________

**High speed Internet access required. RVIA service textbooks not included**

_____ location(s) at $995 each = payment due: $______________ (select payment method below)

PAYMENT METHOD Note: prices are subject to change without notice. Complete lower section and mail or fax to:Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688

q PAY BY CHECK OR MONEY ORDER q PAY BY VISA OR MASTERCARD

Name on Credit Card: __________________________________________ Card Number: ____________________________________

Security Code: _________ Expires: __________ Card Billing Address:______________________________________________________

Card Holder Signature: __________________________________________________________________________________________

For more information, call (386) 754-4285 or go to https://www.fgc.edu/academics/occupational-programs/rv-institute/

ONLINE TRAINING WITH FRVTA’SDISTANCE LEARNINGNETWORK

DEALERSHIP REGISTRATION

8/2014

Mike MolinoThe


Alde www.alde.us . . . . . . . . . . . . . . . . 20American Guardian Warranty(800) 579-2233 . . . . . . . . . . . . 2,37Aqua-Hot (800) 685-4298 . . . . . . . . . . . . . . 31A World of Training (866) 238-9796 . . . . . . . . . . . . . . 14Brown & Brownwww.bbinsurance.com . . . . . . . . . 27Diversified Insurance Management Inc.(800) 332-4264 . . . . . . . . . . . . . . . 3

EEZ RV Products (510) 910-5397 . . . . . . . . . . . . . . 39Freightliner Custom Chassis Corp.Freightlinerchassis.com . . . . . . . . . 29GE Capital, Commercial Distribution Finance(800) 289-4488 . . . . . . . . . . . . . . . 4MBA Insurance Inc. (800) 622-2201 . . . . . . . . . . . . . . 21NWAN (800) 810-8859 . . . . . . . . . . . . . . 25Protective (888) 258-1901 . . . . . . . . back cover

RVBusiness rvbusiness.com . . . . . . . . . . . . . . . 19RVT.com (888) 928-0947 . . . . . . . . . . . . . . 18Sobel University (253) 565-2577 . . . . . . . . . . . . . . 17Spader (800) 772-3377 . . . . . . . . . . . . . . 16Spartan spartanchassis.com/rv. . . . . . . . . . 43SYS2K (407) 358-2000 . . . . . . . . . . . . . . 15Xantrex (800) 670-0707 . . . . . . . . . . . . . . 13

ADVERTISERS INDEX

TechnicianCertificationSelf-StudyPrep Course

FRVTA’s DistanceLearning Network -Training for EveryPosition at YourDealership

CustomerServiceTrainingthroughFRVTA’s DLN

Service Writer/AdvisorTrainingthroughFRVTA’s DLN

ONGOING ONLINE EVENTS:

Don’t see your events listed? Visit

www.rvtrainingcalendar.comto upload your events to the

calendar.

RVDA Welcomes Our Newest Members

Dealers

Freedom RV Inc.Liberty Lake, WA

Jerry’s Trailers &CampersNorfolk, NE

Aftermarket

Southwest ExchangeInc.Yuma, AZ

9/1/14 - 9/30/14

how to improve the value per repair order - rvda · how to improve the value per repair order page...

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