October '20

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44 • RV PRO • October 2020 rv-pro.com RV D E A L E R S D on Reed, CEO of Columbus, Ohio- based DealerPRO RV Training, lives by the slogan "The customer is always right." He says he believes that when RV dealers and their ser- vice staff place a priority on customer satisfaction, their businesses will grow. Reed learned years ago that an excellent service oper- ation builds customer loyalty. He spent 26 years in the auto- mobile business as a service advisor, ser vice manager, salesperson, sales manager, general manager and dealer, and nearly 20 years owning a thriving RV dealership. The RV industry recog- nized Reed early on for his commitment to customer service. Jayco named him "Rookie of the Year" shortly after he launched his RV busi- ness in 1982, and Winnebago named him as an "Award of Merit" dealer in the 1990s. Later, he received the Fleet- wood "Circle of Excellence" and Winnebago "Circle of Excellence" awards for out- standing customer service. Soon, other dealers took notice and began asking Reed for advice on common cus- tomer service problems. He assisted those dealers while running his own dealership. He found his consulting efforts so rewarding that in 1999 he sold his dealership and launched DealerPRO RV Training. Today, Reed works with hundreds of personnel in RV stores across the U.S. a n d C a n a d a . He t e a c h e s owners, ser vice managers and service technicians how to increase profits in fixed operations. DealerPRO RV Training maintains a staff of about 18 trainers, down f ro m 2 8 b e f o re t h e p a n - demic began. The company needs fewer trainers right now because they cannot w ork in C an ad a w ith out quarantining for 14 days. RV PRO recently chatted with Reed to learn more about his winning customer service formula and the assis- tan ce DealerP RO offers. His responses were lightly edited for style, formatting and space. RV PRO: What made you leave the dealer business and start an RV training company? R e e d : A s a d e a l e r, I belonged to a 20 Group pro- gram, where 20 RV or auto- motive dealerships within the same franchise get together quarterly to share monthly financial statements. Every- body gets ranked as the best and the worst in a specific cat- egory. One day, a 20 Group The CEO of the fixed operations training and consulting firm shares why building a strong service operation helps dealers sell more RVs. He also offers insights on how COVID-19 is impacting dealers, as well as his own business. By Ronnie Wendt Q&A with DealerPRO's DON REED PHOTOS COURTESY OF DEALERPRO

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