October '20

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rv-pro.com October 2020 • RV PRO • 49 maintenance, but it must be consistent. We build what we call m a i n t e n a n c e m e n u s a n d train advisors to use these menus to help customers plan maintenance. Far too many customers wait until some- thing breaks before getting their RV in for service. If we train a customer how to main- tain the RV, it's going to be a more reliable RV. There will be fewer failures to deal with. R V P R O : H o w h a s COVID-19 changed your advice to dealers and the assistance you provide? Reed: Early on, we found some vendors that could sup- port service departments with hand sanitizers, masks, and spray equipment to sterilize RV interiors. The pandemic caught many dealers off guard, and they didn't have these pro- cesses in place. We suggest letting cus- tomers know that the ser- vice department will spray their motorhomes when they come in and when they leave. We help dealers change their reception areas to keep customers socially distanced. We advise them to put a bar- rier between the customer and the advisor. We also address waiting areas. Some dealers have waiting areas in their RV showrooms. Some of them have a separate room. We want to sanitize those areas. R V P R O : H o w c a n dealers address the chal- lenges associated with the robust demand for RVs as a result of the pandemic? Reed: The No. 1 goal is to get their employee pro- ductivity up. The first thing we encourage them to do is make sure their techni- cians are doing what they hired them to do. We also encourage them to re-work hours of operation. Some RV dealers do not perform customer service work on Saturdays. But if you're booked out three weeks, why wouldn't you be open six days a week? RV PRO: How do you see customer service evolving or customer expectations changing, and why? Reed: 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 commu- nicate effectively, especially with Millennials. This is especially important during the pandemic. We must communicate by tele- phone, in person, by email and by text. We've got a lot of dealers who are not equipped to do that. But there are data management systems that allow a ser vice advisor to use their computer to com- municate by text which is a big benefit. You're going to get a higher response rate from customers when you text them instead of calling or emailing them. Upgrade Your Models and Stand Out with the Versatile, Rock Solid Lagun Table Leg System Lagun RV Table Mount System 3040 Leversee Rd. Cedar Falls, IA 50613 (319) 243-9610 www.lagunusa.com • Swivel in use or out of the way to create more floor space and access overhead storage • Rugged anodized aluminum holds over 50 pounds • Takes larger table top sizes up to 30" x 40" • Eliminates holes in the floor and annoying wobbly tables • Locks into place quickly and easily with the hand locks • Additional mounts for quick table placement almost anywhere, even outside • Breaks down and stores on base of table • Easily adjustable for varied user heights and workplace environments Base Pads For a lifetime of use • Available in four sizes • Molded EPDM rubber will not split, shred, crack or break • Provides reliable support for your RV – on any surface • Interlocking stacks of Base Pads to ramp up to level • Trucker wheel chocks and Extreme auto leveling block also available PROUDLY MADE IN THE USA StrombergCarlson.com

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