April '19

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D E A L E R S 42 • RV PRO • April 2019 rv-pro.com Manteca's 79,000-square-foot facility, which includes 30 service bays, sits on a little more than 10 acres and employs a staff of 102. "We're one of the largest service departments in the state," Romitti says. There are more than 500 units in stock (worth about $19 million total), of which about 90 are used ($3 million). Last year, Manteca sold 1,237 units, representing nearly $50 mil- lion in sales. Manufacturers carried by the dealership include Winnebago, Jayco, Newmar, Heartland, Riverside, Coachmen, Genesis Supreme, Crossroads, Dutchmen and Sylvan Sport. "We're selective when it comes to bringing a manufacturer on-board. We carry brands that we feel offer good dealer and consumer relations, that are trusted in our industry, and that offer innovative designs and ahead-of-the-curve floorplans," Romitti says. "Warranty is very important." In 2017, the dealer received two awards that reflect Mante- ca's dedication to its customer-first mantra: a Top 50 dealership award from an RV trade magazine for its growing embrace of technological change, increased attention to handling service issues, and innovative customer care; and also the Gaylord Maxwell Innovation Award for Outstanding Business Creativity and Ingenuity. Manteca customers can browse its lot with detailed colorful maps – similar to going to an amusement park illustrating ride locations and various attractions – that show where all the var- ious RV classes are located. On the map's flip side, consumers are taught how to read a stock number, whereas other dealers may "encode" them so that it's decipherable only to perhaps a salesman, Romitti says. "We encourage our customers to look at the stock numbers, retail prices and model numbers – it's a full roadmap for how to select an RV." Manteca also has tablets set up for customer financing on the spot, with payments that can be made via PayPal. "We aim to create an Amazon store-type experience that is familiar and comfortable to our customers." Meanwhile, Manteca's "Fly & Drive" is a simple program that brings in additional customers, according to Romitti. When a consumer picks out his motorhome online, the finance department makes sure his financing is secured and arranges a pickup date. At that point, Manteca's Guest Service Depart- ment will purchase airline tickets and set up transportation to its facility. "When the customer arrives and gets their orientation, their adventure begins," Romitti says. "They love it." Robust Service & Parts Manteca's 30-bay service department is fortified with 20 technicians and outsizes many other area dealers that feature fewer than 10 bays, according to Thomas Bruce, parts and service director. "We get a lot of business from our large customer base, who might travel from up to four hours away," he says. "With the sales department selling more than 1,000 units, it gives us just as many new service customers every year." Overflow from overbooked competing dealers also provides a healthy source of service business. "Another local dealer might Sales Manager Carlo Canto and his team helped the dealership sell 1,237 units last year, representing nearly $50 million in sales.

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