Service Education Workshops

Workshops in the Service 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. 

Workshop and speaker info will be updated as sessions are confirmed - check back regularly! 

WEDNESDAY, NOVEMBER 8

4 Essentials to 100% Service Absorption

Wednesday, November 8
9:00 - 10:00 a.m.


Don Reed
DealerPRO Training

As a service manager, there are keys to achieving 100% service absorption in your service department. . .it can be done! But you first must realize there is a cancer that is prevalent in many service operations. . . it is called "lack of accountability!" In this workshop, we will take a look at your service department and determine how you can achieve improved service absorption by adopting four essential principles: 1. Control expenses by managing and measuring your department daily. 2. Improve profit margins through effective pricing, appropriate labor rates and eliminating unauthorized discounts. 3. Raise sales per RO by implementing maintenance menus and consistent processes with every customer. 4. Increase your RO count with better phone skills that set more appointments and increase traffic.

During this workshop, attendees will learn:
  • How to build a business plan profit pro forma for your store
  • How to hire a "service advisor" vs. a "service writer" that simply takes orders
  • The multi-point inspection that every RV should get when in your service department

Turning Customers from Upset to Loyal

Wednesday, November 8
10:15 - 11:15 a.m.


Valerie Ziebron
VRZ Consulting

Workshop preview

How does your team handle upset customers? Chances are some do better than others, but as the saying goes: ‘You are only as strong as your weakest link!’ It is critical that we train every member of our team in the proper way to resolve customer conflict – and why it is so vitally important. Statistically, customers are more loyal to businesses where their issues are resolved well. This doesn’t mean giving the customer everything for free – in fact that can do more danger. Using good communication skills are key but it can be a challenge when tempers are flaring. This workshop will provide management with easy training tools that are effective for resolving conflict with customers. All of the material covered in this workshop is also useful in resolving internal dealership conflict as well. 

During this workshop, attendees will learn:
  • Tried and true ways to resolve conflict with customers and co-workers
  • Ways to not take conflict personally 
  • Technology tips for text, e-mail and phone resolution 

Hawaiian Shirt Day is Not the Answer: Discover the Intrinsic Motivators that Drive Employee Success

Wednesday, November 8
2:00 - 3:00 p.m.


Carletta Clyatt
The Omnia Group, Inc.

Yawns, shrugs, blank stares, a perpetual “case of the Mondays”… are these the things you see when interacting with your team? If so, whatever you’ve been doing to motivate them isn’t working. Change your tactics. And before anyone convinces you that Hawaiian shirt Friday or crazy sock Tuesday is the answer, let’s discuss what really motivates and engages people. 

We know that relating to your employees goes a long way towards building and sustaining a productive, engaged team. Once you understand people, you can successfully motivate them at an individual level and improve the overall climate of their work environment. Being able to tap into the intrinsic hot buttons, and avoid the cold buttons, of your staff can be your greatest secret weapon as a manager.

During this workshop, attendees will learn:
  • Learn to master the art and science of employee motivation
  • Discover ways to keep work fun, rewarding and meaningful
  • Gain tips and tools to get the most from your team every day

Do Your Have a Service Coordinator in Place?

Wednesday, November 8
3:15 - 4:15 p.m.


David Foco
A World of Training

Workshop Preview

This workshop will discover if the timing is right for your dealership to implement a “service coordinator” position. If so, how will this position enhance your level of customer satisfaction during and after the delivery process, enhance communication between the sales department and the PDI department, and even eliminate unwanted or uninstalled special order parts! David will cover the details as to who the service coordinator should report to in your dealership and dealers will also get clarification to the question, "is this person just a PDI advisor?". 

During this workshop, attendees will learn:
  • How to hire for the service coordinator
  • A clear and precise job description of the daily duties and responsibilities of this position
  • Why you need this person in today’s market

THURSDAY, NOVEMBER 9

Lessons from the Master Service Advisor

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


Valerie Ziebron
VRZ Consulting

Workshop preview

The service advisor position has a lot riding on it: customer loyalty, shop efficiency and so much more. The best advisors know how to support the challenges of the job with efficient processes, strong communication skills and relationship building with both their customers and their internal team. This workshop will look at what lessons can be learned by top master advisors and applied to shops of all sizes. Specifically, the master advisor's mindset, tools and habits are all things that can be modeled to improve CSI, profitability and job enjoyment in your dealership.

During this workshop, attendees will learn:
  • Ten things that should be on every work order
  • Write-up evaluation/coaching tool
  • Ten tools of the master service advisor

Upper Management's Role in Service Success

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


Valerie Ziebron
VRZ Consulting

Workshop preview

Are you setting your service department up for success? Upper management doesn’t need to know the first thing about spinning a wrench to have an efficient shop that grows customer loyalty and dealership profitability. A well-run shop is an incredible competitive advantage for a dealership. This workshop will share practical, easy to apply tips that don’t require much upper management time to get your shop more profitable and proactive.

During this workshop, attendees will learn:
  • Key differences between sales and service that are vital for upper management to understand 
  • Eeasy-to-apply principals that have worked for other dealerships
  • What metrics upper management should be keeping an eye on – and how to quickly and easily do it! 

The Branded Customer Experience: Your New Competitive Edge

Thursday, November 8
2:00 - 3:00 p.m.


Janelle Barlow
All Out Performance

Workshop preview

Experience from around the world shows that the customer experience is the key to outperforming the competition. Companies such as Southwest Airlines, Disney, McDonald's, Mandarin Oriental, and Starbucks are examples of enormous success in matching strong brand promises with the customer experience. How do they link emotions with their brand promises to build customer loyalty? In this practical success, you will learn the fundamental principles of how to outperform you competitors by creating a branded customer experience platform. 

During this workshop, attendees will learn:
  • How to use your branded customer experience as a platform for increased sales
  • How a larger retailer went from zero to hero in 10 years using the power of emotions
  • Why you must listen directly to your customers, and why Steve Jobs was the exception to that proves this rule

Do You Have Order Takers or Sales People in Your Parts and Service Departments?

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


George Dans
The George Dans Group

Every customer who brings in his RV or comes into the service or parts department is an opportunity to up sell while at your dealership. Why not train your staff to up sell and develop their professional selling skills so they have the best opportunity to increase sales and service so that each of your departments can be more profitable. You need salespeople, not order takers. In this high energy workshop, George will show dealers five basic selling skills that you can take back to your dealership and improve your service and part's business immediately!

During this workshop, attendees will learn:
  • 5 of the easiest basic selling skills to bring back and use
  • Why you need to track and forecast everyone's performance
  • How to get your service and parts team to work together and improve proficiency!

Parts Processes that Boost Your Service Sales

Thursday, November 9
4:30 - 5:30 p.m.


Ken Barnes
DealerPRO Training

This workshop will uncover the opportunities for improvement that exist in your parts operation and define specific processes that lead to increased sales in your RV service and parts operation.  Here are just a few of the takeaways from this session: define the primary mission of your parts department. Then, we will identify opportunities for improvement in special order parts, delivery, profit margins, parts pricing and more.

During this workshop, attendees will learn:
  • How to adopt consistent processes that lead to increased sales
  • Ways to improve technician and shop productivity
  • Effective communication with your service team

FRIDAY, NOVEMBER 10


Compliance: 2018 Compliance Outlook

Friday, November 10 
8:00 - 9:00 a.m.


Randy Henrick
Mosaic Compliance Services, LLC

The FTC, CFPB, and State Attorneys General have increased enforcement actions, assessed large penalties for aftermarket product selling practices, and increased their investigations of aftermarket selling in supervisory and compliance examinations. This workshop will cover many of the current and most pertinent details regarding these issues. The lack of dealer due diligence in vetting third party product providers has been a recurring theme as has been the ability to justify price in relation to a product's value to the consumer. Friday's compliance session will include ways to protect your dealership and stay current.

During this workshop, attendees will learn:
  • What federal and state regulators are focusing on for enforcement actions
  • Key legal areas of attack and how to select and sell aftermarket products
  • How to build a policy and implement best practices to position your dealership:

Compliance: CFPB-Proof Your Dealership

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


James Ganther, Esq.
Mosaic Compliance Services, LLC

Workshop preview

The Consumer Financial Protection Bureau expects RV dealers to have both a Fair Credit Policy and Program and a Compliance Management System in place. While accurate data are unavailable, anecdotal evidence suggests that many RV dealers do not meet either one of these mandates. Rather than a lack of good will, a lack of understanding is probably behind this deficiency. This workshop is intended to fill that gap. We will use the NADA Fair Credit Policy & Program as an example of one approach to the fair credit issue, but also discuss slightly different approaches that may more closely fit the unique circumstances of RV dealers.With respect to Compliance Management Systems, this workshop will identify the four specific elements the CFPB expects, as well as how to practically implement them without undue financial or procedural hardship.

Attendees will be provided a checklist that itemizes the requirements covered in the workshop. This can be taken home and immediately serve as a practical measure of how the dealership is doing in those two areas, and exactly what still needs to be done.

During this workshop, attendees will learn:
  • What the CFPB expects your dealership to do with respect to compliance
  • How your dealership can accomplish compliance effectively and efficiently
  • The consequences if your dealership doesn't take action