RV PRO

Recognized Supplier Guide '19

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28 • RV PRO • January 2019 rv-pro.com D E A L E R S tomer-orientated events almost every weekend, from cookouts to ice cream socials. "Customers have weekends to shop, so we've realized we need reasons for them to visit and come back," he says. "They remember us as being a fun place. We're not your typical old- school sales environment – we engage customers, many of whom return to us because of our reputation and they know we have their best interests in mind." The Strollos are always working "on the business" and it's their main focus – they don't have a: "This is how it is and this is what you get" attitude, Mark Strollo says, adding that year-over-year percentage growth at Albany RV hovers around 10 percent. "We have plenty of salespeople around to assist customers when they have questions. Our aggressiveness, however, comes in different forms than one might normally think. We're aggressive in product knowledge, listening to our customers, and gener- ally improving in areas where other dealers might have become stagnant in customer service. There's a lot to it." Albany RV's layout is designed such that the shopping experience is easy for customers to navigate through inventory and see pricing. "They want to see as much inventory as possible, but at the same time, we don't walk them through. They like to explore on their own and our layout is conducive to that," Mark Strollo says. When the Strollo brothers are not focused on improving sales and customer service, they like to be out in front of customers as much as possible. "That's where we're different – there's just no question," Mark Strollo says. "Every day, week and month is different because things change rapidly here for the better, so we're constantly making adjustments." Management Team & Culture Character and work ethic are the most important traits in Albany RV's management leaders, according to Mark Strollo. "People need leaders, and younger employees need those who can guide them along," he says. "Our management is the best out there and they're able to develop people because they work hard and have high standards." While Albany RV has some long-tenured staff, the Strollos have a human resources department that is constantly putting new talent in front of its management team. "It's ongoing all the time. Having choices is critical and providing a continuous flow of candidates is a huge focus of HR," Mark Strollo says. One of the most effective methods of sourcing new talent is through employee referrals. Once a candidate shows poten- tial, they are required to go through an extensive background Albany RV has an indoor showroom and a well-stocked parts department. "We're aggressive in product knowledge, listening to our customers, and generally improving in areas where other dealers might have become stagnant in customer service. There's a lot to it," says Mark Strollo, vice president of RV One Superstores.

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