RV PRO

January '19

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30 • RV PRO • January 2019 rv-pro.com D E A L E R S check, as well as meet as many members of the management team as possible. "When someone new comes to work for us, the employee standing next to them will know they are of good character," Mark Strollo says. All employees receive a full range of benefits, including 401K, health care, flexible work schedules and flexible vacation time, he says, adding, "We do as much as we can for our employees — and that's key, because they do so much for us." On-site, In-house Training As much as Albany RV focuses on customer service and sales, training its staff has become an increasingly important cornerstone of its priorities. "From techs and prep staff to sales and management, we're putting more emphasis on training than we ever have," Mark Strollo says. In-house trainer Mark Maylath, who is responsible for techni- cian and service manager training, has been with the dealership since its beginning. Meanwhile, the service and maintenance department con- tinues to grow. "Because of Albany RV's size, there's a significant need to carry our customer service focus into that area," Mark Strollo says, including a substantial amount of mobile service. "The manufacturers we deal with are good quality, but the industry certainly has some challenges when it comes to taking care of the increased number of RVers, who need work on their units," he says. "There are more supplier issues than manufacturer concerns, though everyone is doing what they can to improve the product to 'catch up.' We're continuing to do everything we can to meet the service demands of our customers." Beginning next year, the dealership's service depart- ment will move to two shifts: one during the day and one at night. "It will be almost around-the-clock service to meet every- one's needs and high expectations they know us for. We're very excited about it," Mark Strollo says. As Mark Strollo has spent a lot of time in the past year focusing on the service needs of its various locations, he has realized that there's an abundance of training offerings for people who don't have related experience. "It's easy to say, 'Shoot, we're having a tough time sourcing technicians,' but after digging deep into it, we found there's a lot of training that our manufacturers offer – and their willingness to help train is tremendous," he says. "We've partnered with the right manufacturers who have the right character. For new technicians who don't have the experi- ence, we have an avenue for them. "Jayco, specifically, is willing to come to us as well as host us at their facilities. They really invest in their training." The dealership recently completed a two-level, 15,000-square-foot retail parts store. Hot trending items include GPS systems, solar power packages and more.

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