December '18

Issue link: https://nbm.uberflip.com/i/1052147

Contents of this Issue


Page 48 of 88

44 • RV PRO • December 2018 rv-pro.com D E A L E R S Customer Tonya Aksamit agrees, saying she appreciates the level of customer service Dalton's RV provides. She says she's been doing business with the Dalton's RV for about 10 years, when her family first decided to purchase a camper. "We're on our second camper with them," she says, adding that a few years later they traded that camper in for a new, larger one. "We keep going back and buying from them because we love their personality and they always remember your name." Aksamit gives the dealership big kudos for its focus on cus- tomer service. "My most memorable experience was this past summer, when we came off the mountain because our camper had a leak," she recalls. "Dalton told us to not to unhitch it and to wait where we were. He came and fixed it and we went back up the mountain that same day." As another example of the Dalton's RV going above and beyond, a while back some customers were having an issue with the thermostat in their new RV, so Chari Frederickson drove out of her way to meet them at the campsite to help correct an operational error. The next day she drove by to make sure everything was still going well with the campers. "Why did a I stop again? Because they were my customers," she explains. While serving those who bought from the dealership is the dealership's first priority, Dalton Frederickson says he doesn't like to turn anyone away and will attempt to help RVers who are traveling through if they experience a problem with their unit. "If we have people floating through here that are on their way to Yellowstone on their trip of a lifetime and their refrigerator quits, we'll stay here 'til 8 or 9 o'clock at night, put them up out back and repair it ... to keep those people having a good RV experience," he says. "And I would only hope that if my customer who bought from me is on the trip of a lifetime and they're in Minnesota and they have a problem that the Min- nesota dealer would take care of them." And while Dalton's RV takes an old-school approach to customer service, the dealership takes a thoroughly modern approach to marketing, using the services of DealerSpike for its website search engine optimization and search engine marketing. "I'm kind of old-fashioned and I don't really understand it – but the new buyers are definitely coming to us this way," Dalton Frederickson says. Leaving a Legacy The Fredericksons hope to pass on the success they've enjoyed as business owners to their daughters, and are taking steps they believe will propel them toward this goal. Dalton Frederickson says he'd like to double the dealership's current employee base of 11 within the next six to eight months. Assuming efforts at employee recruitment are successful, he says he believes the business can double its revenues moving forward. "We were both raised on farms," he says of himself and his wife. "We didn't come from a lot. But we feel we've been really blessed to be able to build this business. This year will probably be our most difficult year in 15 years, but … we're gonna make it; we're gonna survive." Left: Maggie Frederickson gives customers a tour of trailers on the sales lot. Dalton's retails new trailers from Coachmen, Forest River, Prime Time and Starcraft, among others. Below: Dalton's RV service team members (left to right) Bill Perry, John Dillard, Cindy George, AJ Kilmer and Rich Lara are pictured in one of the dealership's service bays. The dealership has made a name for itself on its service operation.

Articles in this issue

Links on this page

view archives of RV PRO - December '18