January '20

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36 • RV PRO • January 2020 rv-pro.com In addition to communication in house, dealers should alert manufacturers to make sure they are on the same page and they should communicate with the customer to make sure all issues are fully understood. All actions taken from the time a customer comes in for service to the time they leave should be thoroughly documented, the lawyers said. Another first at this year's show was the presence of two representatives from the Federal Emergency Management Agency (FEMA), who addressed the audience on the impor- tance of RVs as a means of temporary housing during emer- gency situations. Priorities for 2020 Even as the mantle for leadership passed to the next group of officers, it was obvious that certain themes will remain important RV D E A L E R S Above: Mike Regan of Crest View RV Center in Buda, Texas, (right) presents the Titan Award to Duane Spader of Spader Business Management. At right: Tim Wegge (left) presents Sherri Shields of Pan Pacific RV Centers with a special reward in honor of her years on the RVDA Board. Budd Blackburn (left), owner of Level 5, and Todd Wilkins announce Level 5's new partnership with Care Camps. Wilkins will serve on the Care Camps board. for the coming year. Probably at the top of that list is the industry's continuing efforts to reduce Repair Event Cycle Time. In addition to being addressed during the annual General Meeting, a number of different educational sessions covered steps that are being taken and the RV Technical Institute had an impressive presence on the Expo floor, as well. "We all need to work together on getting that right," Ingrassia said. Shepherd said it is all too easy for an industry as complex as the RV industry to get caught up in pointing fingers at other segments rather than working together to fix things like parts availability, product quality and accuracy of repair. For his part, Shepherd pledged to continue efforts to make the industry's public image one of service and family fun. "Over the past several years RVDA has been working diligently with our industry friends at RVIA and RVAA to improve our customers' experience," he said. "My pledge is to continue to do all I can to assist in moving the needle a little further on our RECT initiative. Our future depends on it. Tomorrow's customers are not going to continue to buy our products if they have too many problems or it takes too long to fix when an issue arises. Pointing fingers is easy, but working together to fix this issue benefits all of us, and we all have culpability here." From a governmental standpoint, Ingrassia gave an update

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