Learning and Networking Opportunities for Young RV Executives

People Join People, Not Companies: A Leader's Impact on Employee Retention and Motivation

Sponsored by:logo Gulf Stream Coach

A half-day course for Young RV Executives

Date: Tuesday, November 12, 2019
Time: 8:00 a.m. - 11:45 a.m.
Cost: $109.  Register early! Class is limited to 50 dealer participants. Light breakfast and coffee will be provided. 

Course Instructors: Gabrielle and Brian Bosché

In this half‐day training experience, the Bosché's will provide training on how Young RV Executives can grow personally and professionally as leaders. This interactive session will equip attendees with practical skills in real‐time. Course attendees will receive checklists and step‐by‐step solutions to cutting turnover and creating an awesome work environment. 

Attendees will learn: 

  • How to manage their expectations at work
  • A four-step process to growing and keeping a great team
  • Three key questions to ask your team to keep them longer
  • Two reasons why people quit and how to prevent expensive turnover
  • Mastering generational leadership styles ... and why the difference in definitions often leads to frustration and fallout


  • REGISTER online!

    Note: Add the course while registering online for the convention, or login and add the course to your existing convention registration. Questions? Contact Karin by email kvanduyse@rvda.org or phone 703-364-5531.
    Meet Your Presenters! 

     Brian Bosché

     The Millennial Solution
     www.millennialsolution.com


    Brian Bosché is the CEO of The Millennial Solution and a former national journalist. He started his first successful company at the age of 26 with a laptop, a phone, and 50 dollars. Brian is an expert on purpose at work and a consultant who helps business leaders and companies (big and small) keep their top talent. He has personally consulted Fortune 500 companies, A-list celebrities, and designed strategies for leaders looking to remain on top in this competitive talent market. Brian's clients include some of America's top companies and he has helped them cut massive losses related to employee churn. 

    Gabrielle Bosché

    The Millennial Solution
    www.millennialsolution.com

    Gabrielle is the leading expert in generational diversity and millennial engagement. She is regularly called on for her insight from print, radio and television outlets.  Gabrielle conducts high level research on millennial retention and brand loyalty and has led research efforts in partnership with organizations such as The Catholic University of America and Burk International. Gabrielle brings her vast experience working one-on-one with millennials to the stage. A millennial herself, Gabrielle specializes in demystifying the millennial generation and motivating them to do and be more. Gabrielle has been called a "Millennial Mediator", by bridging the generation gap and bringing her passion and personality to solving the challenge of a multi-generational workplace.

    Networking Reception for Young RV Executives
    Wednesday, November 13, 4:15 p.m. - 5:30 p.m. Sponsored by Coach-Net
    Younger members are invited to gather for an informative networking reception after the education sessions are finished for the day. 

    Educational Workshops selected for Young RV Executives

    WEDNESDAY, NOVEMBER 13

    North American Economy with a Global Spin 

    Wednesday, November 13
    9:00 - 10:00 a.m.


    John Peak, Wells Fargo Commercial Distribution Finance (CDF)

    During this special session, John Peak, Senior Vice President, Business Development and Global Capital Markets Leader for Wells Fargo Commercial Distribution Finance (CDF), will provide an overview of the North American economy. Peak will address key economic and market trends affecting dealer sentiment and RV sales, and the challenges and opportunities that are impacting dealers and lenders.

    Can't We All Just Get Along? Owners, Management, Employees and "Family": Dynamics, Dysfunction and Doing What It Takes to Keep the Business in the Family 

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

    Jane Warner, Bank of the West


    This workshop is intended for owners, management and family members that are currently involved with issues of employing family members and/or business succession to family owners. The workshop is also useful for those who want to get started on the process of business succession and avoid much of the conflict for the future. All attendees will leave with handouts for identifying key issues and next steps for resolving conflict. 

    During this workshop, attendees will learn:
    • Family dynamics that can damage or destroy the success of a long-standing family business
    • A road map to assessing the issues
    • Options for resolving family vs owner vs management conflict  

    Brand Yourself: 4 Secrets of Brilliant Branding 

    Wednesday, November 13

    2:00 - 3:00 p.m.

    Gabrielle and Brian Bosché, The Millennial Solution


    Branding is key to capturing customers, growing market share and engaging your workforce. But how do you win the branding war without spending a fortune? No need to hire a spendy New York agency. This session will reveal the 4 scalable secrets to effective branding.

    During this workshop, attendees will learn:
    • Essential roles that storytelling plays in your branding - and how to do it effectively
    • The psychology of branding - and why we need to understand who you are and why you work before trusting you
    • Real case studies of companies like yours that have reinvented themselves using these 4 scalable secrets

    SPECIAL SESSION: Solving the Performance Puzzle for 2020 

    Wednesday, November 13
    2:00 - 4:15 p.m.


    Co-presented by: Michael Rees, A World of Training and John Spader, Spader Business Management

    The RV industry has had many years of good market conditions and sales increases. Some key questions for owners and managers to ask now are: Is my business ready for the next soft market? Are we positioned to thrive in the changes that are taking place in an evolving RV industry? Are we ready for future transitions, whether that might be an external buyer, or a transfer within the family? How can we identify the key metrics to monitor and manage these issues? John will take attendees through an assessment of your business, which will allow you to look at it from a strategic point of view. You will see what a successful business looks like, and learn the three growth curves. Michael will share the specific ground-level processes to install and monitor that allow you tap the potential of the dealership, including “branding” of your front-line personnel when working with the customer of today. 

    During this workshop, attendees will learn:
    • Key numbers and measures to guide you in deciding whether to focus on stability or growth
    • Clearly defined processes to work the business model described above, for both stability and growth
    • Specific requirements for employees to work seamlessly with ALL customers– ALL generations! 

    Branding Your F&I Department Experience to All Generations 

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


    Shawn Moran
    , Brown and Brown Dealer Services

    We will develop a branded F&I experience for your dealerships clientele that shows you are electronic savvy but doesn’t lose the identity of your dealership that has taken many years to develop and perfect. During this walk through the modern F&I process, we will look at procedures on, during and after the day of delivery that maximizes F&I income and creates awareness on how protecting your RV is still the focus of and core concept of your F&I department without losing the identity of your dealership in the process.  

    During this workshop, attendees will learn:
    • Ways of aligning F&I’s branding with the branding of your dealership
    • Communication skills through various formats including phone, cell phone, internet, texting and imessage
    • How to introduce CRM reporting to the F&I process and a follow up method after the sale that produces rewarding results
    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

    SPECIAL SESSION: Super Lawyers Panel: Flying in Formation to Prevent Litigation II 

    Thursday, November 14
    9:00 - 11:15 a.m.


    Panel members: Rob Cohen, Scott Folkers, Chris Lowman, Harold Oehler, and Brett Richardson as moderator.

    One of the highest rated presentations in RVDA history returns. This training, which is continuously updated, will focus on the very latest litigation tactics used against motor vehicle dealers and how RV dealers can better partner with manufacturers to resolve customer issues and prevent litigation.  For the first time at RVDA, the “Super Lawyers” panel will include an in-house attorney from a major RV manufacturer.  All attendees will receive access to a free PowerPoint presentation that will help them train their service employees on how to prevent litigation.

    During this workshop, attendees will learn:
    • The latest dirty tricks used against dealers in litigation and how to combat them
    • Practical strategies for partnering with your manufacturer to resolve customer issues and prevent litigation
    • Techniques for limiting time out of service
    • How to effectively respond to claims

    What Is Your Lead Handling Process Costing You? 

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


    Meaghan Cooper, Dealership Toolkit

    During this workshop, Meaghan will demonstrate how a lead should be handled from the initial stages to the final stages of the customer’s buying cycle. We will discuss not only internet leads but also leads that are generated in any format. For example, floor traffic and referrals. Every lead, regardless of source or type, needs an appropriate follow up process. This process needs to be dynamic. There needs to multiple different mediums that are used to connect with customers but knowing when to use each medium and how long to follow a customer for is hard and takes a lot of trial and error. Meaghan will share the processes that we have had great success with, so attendees can use our trial and error that we went through to perfect our processes and catapult them into the next level of lead management. Once we have discussed follow up chains, dealers will step into the topic of word tracks. A dealer can have the best processes but if your people say the wrong things it’s irrelevant. You need to marry the two to have great success. Meaghan will share her scripting and what we say to maintain our excellent conversion rates. The final thing that attendees will discuss is how to create call and email campaigns to the dealers existing clientele. What creative is effective, who to target, and of course what to say when you get the customer on the phone. All dealers will benefit from learning how to follow up with their traffic more effectively.

    During this workshop, attendees will learn:
    • How to engage with their traffic and existing database more efficiently
    • Key steps to increase sales with ZERO additional marketing expense 
    • Email and call strategies to better target customers

    The Science of Managing, Motivating and Retaining Millennials 

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


    Gabrielle and Brian Bosché, The Millennial Solution

    65% of employees admit to looking for another job right now. In this workshop you’ll learn the seven things you must do to retain your top talent and the 4-step process you need to know to never lose an employee again. Millennial experts Gabrielle and Brian Bosché will explain how manager should conduct "Stay Interviews," develop training programs that work, and create a team atmosphere everyone loves.
     
    During this workshop, attendees will learn:
    • What a healthy turnover is, and what will cripple or kill your business
    • Ways to gain, train and retain qualified talent in the RV industry
    • How to conduct "stay interviews" and develop training programs that work, and create a team atmosphere everyone loves

    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

    Growing Value: Eight Drivers to Significantly Increase the Value of Your Business 

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


    Brad Stanek, 
    The Stanek Group at Morgan Stanley

    For many, your company is your largest asset. Yet as owners, we are not always clear on the actions to take on a day-to-day basis to maximize the value of our businesses. How do we know we are concentrating on the right areas? How can we be sure we are not making the wrong decisions? Learning how to master the eight key value drivers will help to increase the value of your business and make it more attractive to future prospective buyers. In fact, data shows that by increasing your proficiency in these eight drivers, it can increase the value of your business over time by as much as 70 percent. Whether you want to sell your business soon or just want the peace of mind that comes from knowing that you’re building an asset for the future, the eight value drivers give you an immediate and quantifiable return on investment. 

    During this workshop, attendees will learn:
    • Eight key value drivers and the impact they can have on the value of your business
    • Actions dealers can take to improve value driver scores
    • Key factors to obtaining future buyers

    How to Build Your Brand 

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


    Jill Nickels, Gensler

    What is a brand? What is the difference between a logo, a product, marketing, and a physical experience? Understanding your story and how customers create meaningful connections to it is your brand. But what are the steps to get there?  

    Weed at Work Creates “High” Stakes for Employers Dealing with Evolving Cannabis Laws: Are Employers Ready? 

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


    Kelly Pinkerton, KPA

    With medical and recreational marijuana use becoming legal in more states nationwide, you may be wondering what kind of drug-testing policy your business should have. The answer to that question depends on several factors: the types of jobs that are done and the degree to which they’re safety-sensitive, legal requirements that may apply to your business, and your company culture. We will discuss a general overview of these considerations, so you can determine what policy is right for your organization. 

    During this workshop, attendees will learn:
    • Workplace accommodations for medical marijuana use 
    • Best practices for a drug-free workplace policy 
    • How HR should respond to marijuana legalization

    Winning The Customer Experience In The Digital Age 

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


    Gabrielle and Brian Bosché, The Millennial Solution

    It's more than just having a social media presence. Creating an effective, scalable and fun customer experience is essential to surviving. In this session, you will discover why the sequence is essential to inspiring customers to keep coming back and learn what mistakes you may be making (you'd be surprised!).

    During this workshop, attendees will learn:
    • Real-world strategies to turning customers into raving fans
    • Why the customer experience starts on the phone - but not how you think
    • Five mistakes dealers are making trying to get more customers
    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