September '20

Issue link: https://nbm.uberflip.com/i/1281821

Contents of this Issue


Page 120 of 172

112 • RV PRO • September 2020 rv-pro.com consumers. When the time comes for RVers to upgrade, downgrade or move to a different manu- facturer, we want to be the first brand they look to." The company presently has about 100 dealer locations, which are determined by Alliance RV's model of one dealer per market, one brand per price point. "It's a model designed to resonate with dealers and help them with their turn times and build a story around what we're doing here at Alliance RV," says Coley Brady, adding, "the 'Alliance' name also implies we have an alliance with our dealers, vendors, our employees and our Elkhart community. We're all in it together." Ryan Brady says feedback Alliance has received from consumers at RV shows where it has with dealers to present products has been overwhelm- ingly positive. "When consumers walk through our RVs, they are initially impressed with the overall appear- ance," he says, "then, when they dig a little deeper into its unique features, they're drawn to our units. When that's bundled together with our respon- siveness to Facebook-driven initiatives, and the fact that we're the business owners and we're all accessible, it all adds up to a winning recipe." Customer Service After the Sale Meanwhile, the company's motto, "Do the Right Thing," extends to its warranty, which is a one-year base warranty and three-year structural, as well as service. "There is no 'one-size-fits-all' service solution," Martin says. "RVers are transient by nature, so we need our dealer partners around the country to help service customers as soon as an issue arises." If, for whatever reason, a customer can't obtain service, then Alliance RV is available for assistance. "We'll work with customers to find the best way for a solution no matter what the circumstances are in order to best meet their needs," Martin says. "Our top priority is to keep them camping." The company, he adds, has an enterprise resource planning software system that allows it to be well-connected with dealers to ensure rapid response rates. "It's all about partnership and making things easy for the dealers, who, in turn, can make them easy for customers," he says. The company's senior management team personally contacts each retail customer. "When we see a new registration, we'll pick up the phone and give them a call to make sure they're happy with their coach," Martin says. "I give them my cell phone number in case they have questions or issues. Our parting words are, 'If you're not getting your service needs met, please don't hesitate to call me.' " As for the future of Alliance RV, Ryan Brady says he sees good things ahead for the company, provided the RV manufacturer stays the course. "If we do our jobs and stay true to the mission of listening to our customers and providing an excellent ownership experience, then demand will be there for our products," he says. "We have our game plan." Alliance RV's leadership team includes (left to right): Bill Martin, vice president of customer experience; Tim Miller, vice president of purchasing; Steve Lidy, vice president of marketing; co- founders Coley and Ryan Brady; Ab Saleh, sales manager; and Jeremiah Dumka, general manager.

Articles in this issue

Links on this page

view archives of RV PRO - September '20