Fixed Operations Education Workshops

Workshops in the Service and Parts track focus on ways to boost sales and increase efficiency in the dealership parts department. Attendees are eligible to earn continuing education units (CEUs) for their participation in applicable Vendor Training +Plus sessions and the RV Learning Center's educational workshops. 

Workshops and speakers subject to change. 

 WEDNESDAY, NOVEMBER 13

Scheduling Best Practices

Wednesday, November 13
2:00 - 3:00 p.m.


Valerie Ziebron, VRZ Consulting

We know that “service sells time” but our shops ability to effectively schedule that time is the foundation for maximizing efficiency.  Effective scheduling doesn’t have to cost a lot of money, take a lot of time, or be complicated. This session will look at what straightforward best practices are within your control for scheduling repairs, maintenance, sales units and tracking workflow. Whether your shop needs to start from square one with creating a scheduling process or just needs some small improvements in your existing scheduling, this workshop will help you fine-tune your ability to make time tangible for improved profitability and shorter repair cycle times. 

During this workshop, attendees will learn:

  • Key elements of scheduling
  • How to evaluate what your shop is currently doing
  • Best practices for improving your scheduling process  

Shop Talk: Mastering Communications Inside Service

Wednesday, November 13
3:15 - 4:15 p.m.


Valerie Ziebron, VRZ Consulting

Communication is one of the most important components of a profitable, proactive shop. We know we need to share the goals, bring up the challenges and get everyone on the same page but who has the time? What’s the best way to do it; and what do you say? This session will provide easy-to-use tips and tools to help you quickly plan effective internal shop communication. The best part is, you get to choose the methods that are best suited to your communication style and your shops unique dynamic. Keeping your team on track and driving continuous improvement in your shop doesn’t have to be big challenge. Leverage the help of everyone on your team with short, effective communications. 

During this workshop, attendees will learn:

  • How to use a simple shop communication template
  • Effective ways to keep shop meetings positive and to remove negative comments
  • Suggested communication topics your team can implement into meetings

 THURSDAY, NOVEMBER 14

 FRIDAY, NOVEMBER 15

Compliance Update: Aggressive Regulators, New Risks and Harsh Penalties for Dealer Conduct

Friday, November 15 
8:00 - 9:00 a.m.

Randy Henrick, Mosaic Compliance Services, LLC

In this 2019 compliance update, we will discuss: i) recent enforcement actions by the CFPB and FTC in new fields of dealer activity and the CFPB’s citing aftermarket products as a leading item of service member complaints; ii)  FTC and state Attorney General UDAP enforcement activity in other key areas including spot deliveries; safety recalls; privacy and safeguards; collection practices and repossessions; and advertising.  For advertising, we will review the legal requirements that regulators most frequently look for as well as enforcement actions to show things that regulators have cited in assessing whether an advertisement is unfair or deceptive; iii) increases in penalty amounts for UDAPs and other violations and examples of large penalties imposed on dealers. This presentation will review recent cases, pronouncements, and enforcement actions on both the federal and state levels to assist RV dealers in identifying conduct that may be out of compliance and particularly susceptible to regulatory enforcement or litigation.  State Attorneys General are empowered to enforce federal as well as state consumer protection laws against auto dealers and have been active in doing so. We will show who has been most active and discuss plaintiff attorney priorities in trolling for clients as well. 

 During this workshop, attendees will learn:

  • Best practices to comply with the new areas of focus on “regulation by enforcement" 
  • How penalties for compliance violations have increased substantially
  •  changes to sales and F&I and how to document and protect your dealership if claims are made