September 2015 Issue of RV Executive Today

Table of Contents

9   Quick Takes        
September's topic: Millennials and what they bring to the job.   

10  Positive RV Retail Market Trends Continuing      

Demand for towables grew 12 to 14 percent during the early summer, and dealers were generally satisfied with their inventory levels.      
    
12  How Strong Employee Retention Practices Create Value in Your Dealership
Want to keep that awesome staff of yours? Better feed them.       

14  Stop Talking About Customer Service              
Success comes from action, not good intentions, says popular author/speaker Lisa Ford.        

17  The Purchase Is the Wedding, but the Service Is the Marriage             
The relationship between the customer and the service department is like a marriage--it can last for years or be cut short.    

18   How to Tap into the Pent-Up Demand for Service    
There's plenty of new business out there if you're ready to make some adjustments to your service department. 

29   10 Things Customers Won't Tell You
Here's why they took their business elsewhere.

30   Selling to Women: The Differences You Need to Know
Put on your most professional persona and be prepared to answer lots of questions.

32   Dan Saltzgiver: A Commitment to Training that Goes Beyond the Dealership
Employees at Saltzgiver's dealership get raises for becoming certified. And they lose them if they fail to stay certified.

















        

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Other Issues

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    Quarterly market survey; dealer confidence sets new all-time high; planning your exit from the business; dynamic marketing; effective shop meetings; dealership "face-lifts" that improve sales; overcoming objections; Marty Shea inducted into RV/MH Hal
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    preview of the 2017 RV Dealers International Convention/Expo; pet peeves of a warranty manager; using social media to sell the RV lifestyle; new developments in digital advertising; choosing an F&I outsource company; interview with Linda Roddy
  • July 2017 

    marketing light-weight towables to Millennials and Generation Xers, finding and grooming a sales manager, common objections, sizzling summer sales, certifications and recertifications, pet peeves of a parts person
  • June 2017 

    Annual benchmarking issue with data on dealership performance and profitability; annual RV rental survey results; latest quarterly market survey by Baird & Co; NADAguides' Lenny Sims discusses valuations for used units; independent agent says XtraRid
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    The importance of having a mobile-friendly dealership website; tips for getting your emails opened; advertising on social media; dealerships that are moving to the Cloud; choosing the best advertising platform; how to get employees to accept new tech
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    KOA study shows more Americans are camping; travel trailer sales lead robust market growth; Forest River, Keystone retain top spots in travel trailers, fifth wheels; demand for RV rentals is robust; quarterly list of certified/recertified dealership
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    Dealer confidence level reaches all-time high; dealers predict sales increase of at least 5%; well-attended retail, wholesale shows suggest another strong year; Lacey Pintado of Coach-Net is recognized by Society of Certified RV Professionals; Go RVi
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    Training resources to improve your employees' professionalism; how to get certified and stay that way; automakers to offer diesel options in popular pickup trucks; top researched RV brands as identified by NADAGuides.com
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    Go RVing to target three demographic groups in 2017; planning the dealership's marketing strategy with tips from the experts; manufacturers' expansions could create staffing issues; quarterly list of certified and recertified employees; Winnebago's D
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    RV dealer confidence remains high; meet 2017 RVDA chair Darrel Friesen; latest DSI results show manufacturer performance dipped; 15 manufacturers receive Quality Circle Award; Jeff Hirsch is J.B. Summers Award winner
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    Win the tech shortage war; former Navy SEAL is fulltime RVer;give new hires what they need to succeed;team building for sales managers; financials in family-run dealerships
  • October 2016 

    Avoiding burnout; ensuring the customer has a good F&I experience;looking beyond the resume to find great hires;how to hold service advisors accountable;sales team building; Society of Certified RV Professionals list of recently certified and recerti
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    Strong summer sales boost dealer confidence; Ford Super Duty pickup has increased tow capacity; fitting employees' personalities to the right job position; training all employees to think and act like salespeople; Go RVing introduces RV lifestyle to
  • Copy of August 2016 

    Special convention preview issue; Dale Carnegie training session; companies to demo product benefits at convention; embracing market disruption so the dealership survives; a simple customer follow-up technique that increases sales; an update on servi
  • August 2016 

    Special convention preview issue; Dale Carnegie training session; companies to demo product benefits at convention; embracing market disruption so the dealership survives; a simple customer follow-up technique that increases sales; an update on servi
  • July 2016 

    RV manufacturers introduce motorhomes at midsummer; Protective's XtraRide RV service contract celebrates 25 years as RVDA-endorsed service; keeping sanity and profitability in family-owned dealerships; Dale Carnegie course to be offered at RVDA conve
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    Annual benchmarking study, net profit margin rises, RV rental revenue continues to climb, celebrate the national parks, Feds to measure economic impact of outdoor rec industry on U.S. economy, improved interview questions for better hiring, state and
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    Selling service at the dealership; 10-step script for service writers; preparing for digital customers; RV consumer education; senators urge HUD to adopt RV definition; RVDA members provide units for Go RVing displays at LPGA events
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    RV rental operations continue growing; travel trailer sales exceed 207,000 units; Forest River gains more market share; eBay Motors creates new listing; digitizing your F&I process; outsourcing F&I; tire and wheel service contracts; Camper's Inn to c
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    2016 dealer sentiment index; total RV shipments up 4.9% in 2015; employee retention practices; proposed HUD rule defining RVs is critical to industry; Ian Isley receives Spader scholarship; how to start the process of certifying your employees; Go RV
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    Training employees for success, new website for RV service professionals, 2016 RV show season starts in high gear, FTC puts auto franchise system under its microscope, finding CEUs for recertification
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    Livin' Lite to make Ford-branded RVs; Keystone's Bill Rogers on effects of consolidation; restoring cash flow to slow months; NHTSA crackdown on recall rules; Go RVing's media plan targets digital
  • December 2015 

    Meet 2016 RVDA Chairman Brian Wilkins; dealers comfortable with inventory levels; DSI survey shows manufacturers need to improve on parts and warranty; Quality Circle Award recipients; three dealers receive Chairman's Awards; 2015 J.B. Summers Award
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    Using video on your website; how to handle objections; defusing the irate customer; sometimes the best motivator is fear; determining technician productivity level; service department profitability;how fixed-ops employees affect repeat business; how