May '19

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52 • RV PRO • May 2019 rv-pro.com D E A L E R S place, 12-cubic-foot refrigerator, 30-by-50-inch shower, and a king-size bed. "They want more luxury," Zack Holzworth says. Keeping It Small & Personal The dealership will have about 65 campers on its lot when the selling season begins this spring, he says. "Last year, we sold 83. The year before, we may have done 70." He and his dad are happy to gradually build their sales, but both say they don't have any desire to run a mega-dealership. "When you grow to that size, you lose touch with the cus- tomers," Zack Holzworth says. "The family members have always had personal connections with the customers. We're not behind the scenes. We do all the work, and we all talk to the customers, too. I think you lose that when you get to be a much larger dealership." The Holzworths have relied on traditional radio and print advertising and just started getting into digital, according to Zack Holzworth, who earned a bachelor's degree in marketing. "I've been working on getting our Google listing optimized," he says. "We just created a Facebook page. (My father) didn't even want a Facebook page, but if you do it right, it's great advertising." Zack Holzworth says the dealership prices its campers com- petitively and doesn't add on prep fees, documentation fees, shipping fees or other miscellaneous charges. "The price you see is the price you pay," he says. He acknowledges that Exit 1 RV's campers aren't necessarily the cheapest around. "We don't sell the lowest-priced campers in the region because of the level of service we offer," he says. "It costs us money to have the service station that we have and the number of service techs that we have, and take care of customers as quickly as we do." Cris Holzworth tells of a longtime customer, now in his 80s, who has bought 13 or 14 RVs from the dealership overs the years. "He bought three or four and then went to a competitor and bought one. When he came back, he said, 'I'll never make that mistake again. I thought I saved money, but I didn't.'" Delivering on the Service Promise With the purchase of a camper from Exit 1 RV comes the promise that the Holzworths will schedule a service appointment within two weeks of a call – and often it takes just a couple of days to get in, according to Cris Holzworth. "If you didn't buy it here, we'll work on it too, no problem," he says. "We won't promise two weeks. Sometimes it's two, sometimes it's four weeks – max. "We rest on our reputation. … If it's going to take staying after work to get something done because I said it would be done, that's what happens," he says. "I've driven to New Jersey to take care of a customer who was broken down on vacation and couldn't move." Cris Holzworth says the dealership is able to deliver on its service promise because the business has three service techs on duty on any given day. When Zack Holzworth steps into the shop, that makes four, and on Nick Holzworth's days on duty, it's five. Exit 1 RV has four service bays, one of which is a wash bay. Service Manager Rod Holzworth II oversees a five-person service tech team that operates out of four service bays.

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