Education Workshops

Workshops in the Service and Parts track focus on ways to boost sales and increase efficiency in the dealership's fixed operations departments. Workshops and speakers subject to change. 

WEDNESDAY, NOVEMBER 13

Fixed Operations Employees Selling RVs

Wednesday, November 13
10:15 - 11:15 a.m.


David Foco, A World of Training

Too many times we overlook how impactful our "fixed operation's employees" can be, when selling a potential customer, a new or pre-owned RV at our dealership!! In this interactive workshop, David will discuss how to engage and get the most out of your fixed operation's employees, when it comes to a potential real-life customer on the showroom floor as well as enhancing customer repeat and referral business! David will discuss and demonstrate these opportunities with specific processes that will enhance our customer's purchasing decision to do business at your dealership! 
 
During this workshop, attendees will learn:
  • Sales and service tour processes
  • Proper active delivery processes to drive Google reviews for repeat and referral business 
  • Customer, delivery coordinator and service advisor introductions

Service Scheduling and Workflow 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
  • Communication topics your team can implement into meetings
THURSDAY, NOVEMBER 14

Service, It’s Time to Rethink What’s Right 

Thursday, November 14
9:00 - 10:00 a.m.


Maxwell Materne, Garage Composites


For the last three decades, not much has changed when it comes to a service department, but can that be said about anything else? 30 years ago, the Amazon was only a river, Uber was a thing pretentious people said and Tinder was how you started a fire, but for some reason we still operate our service departments in the same way we did back then. In this workshop, we will discuss what it takes to make a service department for the 21st century, how to staff it, how to structure it and most importantly where to put all that extra money you’ll have once you do it! 

During this workshop, attendees will learn:
  • Building a service department for a customer experience
  • Staffing service for success
  • How to double your money with a process

Evolving Your Special-Order Parts Process

Thursday, November 14
10:15 - 11:15 a.m.


David Foco, A World of Training

Ordering warranty parts in today's RV world has become more complex than ever for our dealership personnel. Additionally, the communication with our customers regarding this process is typically sub par. In this workshop, David will discuss the nuances the dealership personnel must be aware regarding the process of ordering warranty parts. More importantly, David will solidify processes that you can implement back at your store to eliminate the everyday headaches of this process and enhance our customer communication as well as employee communication needed. 
 
During this workshop, attendees will learn:
  • The entire process for ordering/tracking "special order" parts 
  • How to set customer expectations and solidify getting these parts installed for customers
  • Processes for the parts inspection and communicating with the service team and customers when parts arrive

What an @$$! Dealing with Unreasonable Customers 

Thursday, November 14
2:00 - 3:00 p.m.


Maxwell Materne, Garage Composites


You wake up just before your alarm, refreshed and ready for the day. Your spouse made coffee and a glorious breakfast. There was no traffic on your way into work all while you listen to your favorite upbeat album. You high five your staff as you strut into your office, sit at your desk and check your voicemail only to learn a new vocabulary of expletives. That guy, the one you bent over backwards for last week, has literally called you the “worst ever!” This seminar is about those experiences, your reaction, and the fallout or resolution that results.

During this workshop, attendees will learn:
  • Ways to get into the mindset for combating anger and close-mindedness
  • When you’re right, but more importantly when you’re wrong
  • How to create loyal customers through bad experiences

Increasing Your Labor with Process, Not Prayer 

Thursday, November 14
3:15 - 4:15 p.m.

Maxwell Materne, Garage Composites


Service writers don’t see themselves as sales people, so for them calling a customer for more money feels like torture. This workshop focuses on the easy tools and simple steps that make more money with the work that is already in your shop. 

During this workshop, attendees will learn:
  • Why relationships sell - how to make a friend and why it's important
  • Best-selling presentation formats to make the BIG sale
  • How to get to the "yes," and how to build value in a sale

Service with a Twist: Coaching Service Advisors to Sell

Thursday, November 14
4:30 - 5:30 p.m.


Matt Gilroy, The Omnia Group


Download Presentation

If I wanted to sell, I would be on the lot…the familiar, fundamental outlook of anyone who is not on the showroom floor. It’s no secret that some service advisors dislike selling and visibly cringe when presented with a service revenue goal. Their strengths revolve around helping people get their RVs back on the road but given their front-line status with your customers, they have opportunities to increase revenue too. And to take advantage of that, you might think announcing a goal and tying it to a monetary incentive will inspire your team – who doesn’t love some extra cash? Instead, it instantly instills a sense of panic or, worse, a disgruntled view of the dealership. Is there a way around this snag before you lose your best advisors? Yes! If you’re creating a sales culture in your service department, you must make suggestive selling comfortable for the customer-centric advisor personality. Gaining insight into your advisor’s natural work practices and communication style allows you to play into their strengths and navigate around weaknesses when it comes to making confident suggestive sellers of your service team. Remember, it’s not sales, it’s service…with a twist. 

During this workshop, attendees will learn:
  • Key insights into your service advisors’ natural work practices and communication styles
  • How to recognize the motivators of your service advisor team 
  • Steps to create a coaching program that maximizes your team’s success

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, Randy Henrick & Associates

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
  • "Best Practices" changes to sales and F&I and how to document and protect your dealership if claims are made

Cannabis Compliance and Everything In Between: Hot Topics in HR Compliance 

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


Kelly Pinkerton, KPA

With the many regulatory changes that are constantly evolving, we will discuss how RV dealers can get compliant with policies such as employee drug use (cannabis in the work place), employee handbooks, to name a couple. Kelly will discuss the importance of not only getting your organization compliant, but how does your organization stay compliant. Helpful tools and best practices. Are employers ensuring that they're capturing signature acknowledgements from their employees on policies in the work place? Is HR related training being administered- if so, are they sure it's compliant? Dominating headlines this year was the threat of opioid addiction in the workplace. Addressing and managing drug use and drug testing will remain one of the most challenging issues for employers who are tasked with making sure their workforce is efficient and operating safely and productively going into 2020. We will also discuss preparing for workplace violence. Workplace safety is a hot topic that should be at the top of all employer's minds. 
 
During this workshop, attendees will learn:
  • Compliance rules with state and federal changes
  • Development and implementation strategies to stay compliant
  • Policies and training tools that are specific to new laws and regulations