October '20

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rv-pro.com October 2020 • RV PRO • 45 asked me to present about a performance metric in my dealership. I said sure, 'Hand me a marker and a dry erase board.' An hour later, I was still going. Afterward, I had a fellow dealer ask me to train his managers on the metric. More dealers asked me to do the same. Finally, I decided it was time to get paid for this. It's something I thor- oughly enjoy. It's extremely re w a rd i n g t o g o i n t o a n underperforming dealership and turn it around. R V P R O : H o w d o e s DealerPRO's training differ from that offered by other training companies? Reed: We're trainers – not just consultants. We identify opportunities for improve- ment, like consultants do, but then we come onsite and work in your dealership for 14 months. We spend a min- imum of three days a month in your dealership. We train employees how to implement needed pro- cesses to achieve maximum results. We work side-by-side with service advisors, service managers, general managers, dealers, and technicians. RV PRO: What do you tell dealers about the role that customer service plays in clien t reten tion an d profitability? Reed: I'm an ex-boater and an ex-RV dealer. In the boating industry, they say that once you buy your first boat, the next one's got to be bigger. The RV business is similar. Many people start with a pop-up camper or a small travel trailer then move up to a bigger one, maybe a fifth wheel or a motorized Class C or Class A motorhome. We hope customers buy t h e i r n e x t RV f r o m t h e dealership where they bought their first one. A good service operation keeps customers coming back. Conversely, a poor service operation does the opposite and gives customers a More Millennials are entering the RV market. Most of these buyers have never owned an RV before. Dealers must train them properly, starting when they take delivery of their RVs. We also must be able to communicate effectively. C M Y CM MY CY CMY K

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