July '20

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rv-pro.com July 2020 • RV PRO • 79 manager; once they learn RV systems and how to conduct PDIs, they're then sent to local product schools for brands, such as Dometic. As the service department evolves, he's now sending them to formal schools for certification. His sole service writer, known as the retail service liaison, is a master tech who oversees every unit's demonstration after it's purchased, even if it's being given by a senior tech. He's one of only four staff allowed to touch a retail client's RV; the others are the maintenance foreman, a senior tech, and the service manager, because they're the only ones who have the qualifications, DeHoff says. Dealership Strategies Pay Dividends More than 200 Google reviews show it's a system that works, getting Leisure- land an average of 4.8 stars. "One bad review will cost you more than $10,000 in good advertising. So, if we run into a problem, we're on it," DeHoff says. "I have spent a lot of money over the years when a client gets something that doesn't work right. We sit down and talk about it with our service manager and the tech, find out what's going on and try to resolve it with the client. If we feel that we own it, we're going to pay for it." The DeHoffs also recently earned rec- ognition outside of Google, too, when they were named the U.S. Small Business Administration 2020 Idaho Small Business Persons of the Year. Leisureland's success, he says, is partly due to assistance from the SBA's "Boots to Business" program, which offers training in entrepreneurship and business fundamentals to active-duty service members and military veterans. The dealership also has benefited from SCORE, an arm of the SBA that matches budding business owners with mentors and business resources. Those resources, combined with Lei- sureland's strong focus on customer ser- vice, have paid big dividends for the busi- ness, according to DeHoff. "It's all about making sure the cus- tomer is satisfied with their purchase because there's really no smoke and mir- rors. We're very transparent in what we do," he says. "If there's a problem, we make it right." When DeHoff ponders the future, he's quick to say he has no hard numbers driving the dealership forward, but instead prefers to let business grow organically. He also believes in keeping things right-sized, so Leisureland maintains its unique place in the region's RV market. He says, "You take care of the client, you offer the best product and you take care of the team."

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