An Invitation: Society of Certified RV Professionals Reception, Monday, November 7 from 5:15 - 6:30 p.m.

All registered convention/expo attendees are invited to attend the Society's reception that supports and recognizes certified RV professionals. There will be an awards/recognition presentation and an educational component presented by Greg Dewalt of Marzahn & King Consulting Inc. The event is sponsored by Protective Asset Protection. 


2016 Service Workshops and Presenters

NOTE:  Speakers and workshops subject to change.  RVDA will not be selling audio recordings of education sessions following the event due to a last minute cancellation by the vendor that provided this service in the past.


Service Track



 

Christine Corelli

Christine Corelli & Associates, Inc. 
 

 New! 
Tonya DeVane

The Omnia Group, Inc.

 

David Foco

A World of Training

 

Bob Harkins

American Guardian Group of Companies

               



Chuck Marzahn

Marzahn & King Consulting Inc.


 New! 

Cory Mosley

Mosley Automotive Training, LLC

 New! 

Pete Smith

SmithImpact


Don Tipton

DTC Retail Consulting, Inc.


           
   

New! 

Valerie Ziebron

VRZ Consulting
           





WEDNESDAY, NOVEMBER 9

How to Conduct Service Advisor Daily One-on-Ones

Wednesday, November 9
9:00 a.m. - 10:00 a.m.


David Foco
A World of Training

Check out a video preview for this workshop

This workshop will cover the importance of inspecting the service advisor’s daily required activities. Discussion and demonstrating how a service manager can inspect these activities and hold the advisors accountable to such items as documented customer follow-up, closing dated repair orders, review and preparation of next day appointments and QC’ing campers in the shop when work is completed!

After attending this program, you will be able to:
  • Effectively coordinate and communicate daily one-on-ones
  • Understand electronic tools and technology to be implemented
  • Get buy-in from advisors to use these tools and the results from real advisors/customers utilizing these tools on a daily basis.

Customer Service for Parts and Service Managers

Wednesday, November 9
10:15 a.m. - 11:15 a.m.


Christine Corelli
Christine Corelli & Associates, Inc.

In today's highly competitive marketplace, delivering the highest quality customer service in RV support functions is not optional, it is critical to your success. Customers need to be confident that the enjoyment of their RV will not be compromised and that your parts and service department as well as field service people will provide appropriate and rapid response to handle parts or service issues as they arise. In addition, they need to feel every individual involved in product support at your dealer organization is dedicated to serve their every need exceptionally well.

After attending this program, you will be able to:
  • Excel in three critical customer service skills every product support manager should know
  • Apply methods to instill a “service excellence attitude” within their teams
  • Dramatically improve the level of service product support departments now provide through proactive complaint prevention.

Increase Service Profits and Customer Care Through Report Management

Wednesday, November 9
2:00 p.m. - 3:00 p.m.


Chuck Marzahn
Marzahn & King Consulting, Inc.

Service Department Reports and Management; what to look for and how to change them. This presentation is designed to provide service managers, general managers, and owners with information necessary to ensure the service department is on the right track to better customer care and profitability. Attendees will be furnished a list of reports to review, what to look for in the reports, and how to improve the results. The workshop will answer the following questions: "What do I review from my DMS and what does it tell me as a service manager or general manager?", and "How do I work on those items?" The information will reach across multiple DMS systems encompassing 80% to 90 % of all attendees.

After attending this program, you will be able to:

  • Identify the reports to review
  • Understand the data within each report
  • Identify strategies to improve your processes and business reflected in the reports.

Selling and Promoting the Service Side of Your Business

Wednesday, November 9
3:15 p.m. - 4:15 p.m.


Christine Corelli
Christine Corelli & Associates, Inc.

Service writers communicate with customers far more than anyone in your dealership. They are the lifeblood of your business and play a major role in developing your reputation. In a position that is so critical to the success of your business, it's not only proficiency and expertise in every aspect of RV maintenance and repair that are important, but their ability to "sell" and promote the department is equally important to your bottom line. This session will identify highly effective communication and influencing skills that will make a big difference in how customers react to sales professionals and service writers. It will also reveal the right approach to take with female customers, baby-boomers, millennials, and other customer types.
 
After attending this program, you will be able to:
  • Identify factors that influence customers
  • Communicate with powerful words and phrases that promote the service department and influence inquiry customers to come into the dealership
  • Use the right approach with different customer types.

THURSDAY, NOVEMBER 10

Attract and Keep Techs

Thursday, November 10
9:00 a.m. - 10:00 a.m.


Valerie Ziebron
VRZ Consulting


Check out a video preview of this workshop.

The ability to find and keep great technicians is one of the biggest challenges facing our industry. This session will focus on what can be done at the dealership level to attract and keep great techs - it's not just about paying top dollar! Valerie will reveal the top ten reasons why good techs quit and what can be done to remove these barriers from your workplace. She will also share best practices that are working for shops of all sizes to attract and grow new talent; as well as usable, easy ways to engage and motivate your existing techs. As a bonus, this session will include the take away: Five things you can do to grow techs."

After attending this program, you will be able to:
  • Name the top ten reasons why good techs quit and how to remove these deterrents from your shop
  • Use tools and techniques to engage, motivate and grow your existing techs
  • Find quality prospects and how to set them up for long term success.

Dealership Dynamics: Recruiting and Retaining Your Service Department

Thursday, November 10
10:15 a.m. - 11:15 a.m.


Tonya DeVane
The Omnia Group, Inc.

People typically recruit based off of pedigree and interviews but are surprised to learn months later that they really don’t know much about the inner workings of who they hired. They don’t have a sense of how they tick – what motivates them, how to manage them, how to communicate and work closely with them. When people are in positions that align with their inherent skill sets, they are happier, engaged, and productive. Improve your selection process and get the answers you need to make an informed hiring decision. Designed to increase your results and efficiency, you’ll learn how to create an interview strategy, ask behavioral questions, not settle for vague answers, pre-screen and enhance listening skills. This session will give you confidence and a plan for hiring and recruiting success and reduce your chances of employee turnover by understanding your staff’s hot and cold buttons.

After attending this program, you will be able to:
  • Improve your selection process and create an interview strategy
  • Ask the proper behavioral questions and not settle for vague answers
  • Navigate the behavioral differences in your service department.

The Little Things that Create Customer Loyalty

Thursday, November 10
2:00 p.m. - 3:00 p.m.


Don Tipton
DTC Retail Consulting, Inc.

Most businesses provide “functional” service, which means the service they deliver is just satisfactory. However a business that creates a memorable experience for the customer will prosper. Creating a memorable experience is not difficult it’s just about doing the “little things”. This presentation will cover how to stay in control of customer expectations to consistently exceed them. How to establish a relationship with the customer in the few minutes of time they have and what it takes to earn their trust. Keep them coming back with a proactive delivery and follow up after the service. The importance of word tracks, scheduling, job status and a customer handling game plan will be covered.

After attending this program, you will be able to:
  • Take an objective look at the current level of service being provided and determine if it's functional or memorable
  • Break out of the "norm" and begin doing the little things that will set the store apart from the competition
  • "Train" the customer on how to do business with you.

Advancing Your Career: Move Up, Move Over, Move Ahead

Thursday, November 10
3:15 p.m. - 4:15 p.m.


Pete Smith
SmithImpact

Check out a video preview for this workshop

Career advancement is important to dealership employees in all departments, whether that means getting a promotion or not. In order to take advantage of current opportunities, and develop the determination to create new ones that don't currently exist, it requires that employees excel in five specific categories that are relevant to both their personal and professional life. Examining each of the five “pillars of progress,” participants will design relevant action items in each category that will assist them in their career advancement. The difference between those who excel and those who stay stuck may be determined by how well they excel in each of these five pillars.

After attending this program, you will be able to:
  • Assess their performance through a filter of expectations and interpretations
  • Apply a simple formula that will help them create new opportunities within the dealership
  • Identify the importance of being intentional regarding the people we surround ourselves.

Lead the Next Generation of Employee

Thursday, November 10
4:30 p.m. - 5:30 p.m.


Watch a video preview of Cory's presentation.

Cory Mosley
Mosley Automotive Training, LLC

The millennial generation is overtaking boomers in numbers and will overtake them in income by 2017. Mastering their leadership needs will guarantee the future growth and profitability of your dealership. In this session Cory identifies the 5 most critical process steps to successfully lead the millennial workforce, and helps you interpret the needs of the workforce based on a recent university study, plus Cory’s personal experiences starting on the sales floor as a teenager. Attendees can expect to understand the difference between transactional and transformational leadership.

After attending this program, you will be able to:
  • Break down barriers that have been impeding your ability to find success employing millennials
  • Describe the five biggest myths and truths about the millennial workforce
  • Modernize your employee benefits offering to better recruit and retain millennials.

FRIDAY, NOVEMBER 11


Compliance and Ethics: F&I and the Law

Friday, November 11
8:00 a.m. - 9:00 a.m.


Bob Harkins
American Guardian Group of Companies

Law, selling with integrity and the need for every dealership to develop a CMS or compliance management system. Are you compliant? During the workshop, participants will learn a 10-step check list for creating a compliance process and compliance management system. Attendees will learn that developing compliance and F&I best practices will increase revenue while also maintaining good customer relations and sound business practices.

After attending this program, you will be able to:
  • Identify the Seven Deadly Sins of F & I
  • Describe the importance of compliance with the Truth in Lending Act when disclosing
  • Develop a dealership compliance culture at your dealership.

Compliance: The Current Legal Landscape and How it Applies to You

Friday, November 11
9:15 a.m. - 10:15 a.m.


Harvey Fisher
Ally

Keeping up with current trends in the compliance arena is quite a challenge. As the rules of the road change, it is necessary to actively manage risk for your dealership from advertising to customer delivery and beyond. We will be discussing the content in the general flow of how a customer would interact with you to purchase an RV. For example, we will talk about advertising, then sales, then F&I, etc.

After attending this program, you will be able to:
  • Understand the components of deception in UDAP and how they relate to dealership advertising
  • Recognize how ECOA and GLB impact your business
  • Analyze dealership processes to determine if they comply with UDAP, ECOA and GLB
  • Identify topics that are high on the compliance radar this very moment.