November '19

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rv-pro.com November 2019 • RV PRO • 75 owner of Vancouver, Wash.-based Kelly Enterprises. "Generally speaking, my groups are anywhere from 11 to 16. If you have more than 20 you have people who don't get their opinions talked about or they don't get recognized." "Fifteen seems about right," says RV Profit Group's Berryman. "Some of them will bring a son or a partner, so you may end up with 22 anyway. I have one group that's at 19, and that's too many. I would prefer to have 12 to 15." Although these business owners are loath to discuss how many clients they have in 20 Groups or the costs of their services, they do stress that there's likely a group that will be a good fit for just about anyone's needs. No one is quite as specialized as Kelly, who has more than 40 years in the finance arena and aims both her consulting services and her 20 Groups to a dealership's F&I executives. "Finance is often a department of one," she says. "There are few people in a dealership who know what goes on in a finance office, but they do know their paperwork problems start there. By being in a 20 Group, if they have a question, they can not only ask me, but they can send a group email and get 10 to 20 answers because there's no one in the dealership they can turn to." She's quick to stress that each group is made up of people in different parts of the country, so they're not competing against each other, a point the other moderators constantly reiterate. That's not to say that these other groups don't offer something for the F&I department. Berryman, for instance, says it's not uncommon to have break-out sessions from his dealer groups where the F&I manager or the service manager may be brought in to focus on a particular issue. "We have a separate agenda, a separate day and they all participate," he says. Service managers and dealerships that offer rentals also may have their own groups, depending on the consulting company. Beyond that, Spader Business Management's Spader says there's a 20 Group for just about every type of dealership. "We have six, maybe eight different formats," he says. "We have ones for dealers who have large multi-store operations, and ones for owners of smaller, single stores. We have groups for oper- ations that are family-owned. We have groups where almost all of the dealerships are being taken over by the owners' children, and they have similar issues." Similar … But Different One area where the companies differ is in the long-term makeup of the groups they moderate. For some, the group relationships are longstanding; for others, not so much. Marzahn and King's Marzahn says that, with his groups, it's rare for the membership to change. "It happens, but it's not common," he says. "They become familiar with and comfortable with one another, and they don't want to leave." Spader's groups are a bit more fluid. "It used to be – if you go back 20 years – if we put a 20 Group together, you could set the cruise control for 10 years because

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