July '20

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tion was the result of DeHoff 's purchase of another RV dealership in St. Anthony, a small town near Yellowstone National Park in far eastern Idaho. Among the 20-odd units there was a Sandpiper that generated lots of traffic back in Boise. DeHoff ordered more and soon Lei- sureland was doing a brisk business in the upscale trailers. Like with the Work and Play line, DeHoff is the only Idaho outlet for Sandpiper. "In this region, a lot of people buy cabins or they're full-timing in their RVs. This really fit that niche," he says. "We saw that, we understand the market and we capitalized on that." Service is Key for Leisureland RV Still, the bulk of Leisureland's sales was – and remains – used units. To that end, DeHoff, like many dealers across the country, spent a lot of time filling shop staff needs to prep those units for resale. "Finding the right people who under- stood that and could see the vision and buying into it, and then wanting to be a part of that and watching this grow had been difficult early on," he says. "We had to step up our game like the big dealerships – because that's who we're competing with. There's nobody that's our size that draws top technicians." Leisureland techs earn either salary or hourly pay, so they know what they're going to make, according to DeHoff. Due to the volume of units he sells each month, he's never had to cut a tech's hours. "We had one cleaning woman and three junior techs we furloughed for a month while we were trying to figure the coronavirus issue," he says, "but we brought everybody back in three weeks." Although DeHoff admits he can't pay what his large, crosstown competitors pay, he says his techs have better benefits in addition to constant work; namely, not needing to worry about flat-rate issues, as well as being able to call on three dif- ferent RVDA/RVIA master certified techs on staff. In addition, DeHoff borrows from his time in the Air Force the core values of integrity first, service before self, and excellence to create a similar culture at Leisureland. "One of the things that I learned from my military experience is never allow external requirements to overload your infrastructure capability. We have never moved past our capability to where we trip and fall on our face. We've made mis- takes and stumbled along with way, but we learned our lessons," he says. Built on the pillars of the best product, client care and reputation, DeHoff believes the culture in his shop is why he hasn't lost a tech in the nearly two years since Leisureland soft-opened its service depart- ment in mid-2018. He's also made sure his service staff, which includes five techs, has plenty of space to work. Their shop is not delin- eated by bay walls, but it can accommo- date eight 40-foot units. There are six ded- icated tech stations plus a central area for overflow; the lot outside can hold 20 RVs and DeHoff strives to keep units indoors while they're being serviced due to Idaho's extreme weather. One facet of the shop DeHoff is proud of is the one unit/one tech approach. Each RV arriving from auction is given a PDI by the same tech who will then prepare it for sale. Once it's given the stamp of approval by the maintenance foreman, it's sent over to the sales lot. If it fails, then it's returned to the appropriate tech for follow-up work. As for training, new techs are paired either with a master tech or the service 78 • RV PRO • July 2020 rv-pro.com F&I Manager Russell Yates helps the dealership do brisk business in both new and used RVs. Leisureland RV Maintenance Foreman Jeff Haines works on a Work and Play travel trailer. The dealership exclusively retails the line of toy haulers in Idaho.

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