Rvda july rvet 2013 final

Join RVDA and get...MORE leads. MORE resources. MORE success. See page 29

SPECIAL CONVENTION PREVIEW• Special programs, pricing make it easier to bring more staff page 10

• Vendor Training +plus extended learningsessions page 16

• Keynoter Ross Shafer, author of “NobodyMoved Your Cheese” page 14

ALSO IN THIS ISSUE• GM debuts more fuel efficient trucks page 22

• RVDA revises Model Dealer Agreement page 24

JULY 2013

5

10 Education: Your Competitive AdvantageThe RV market is heating up again, and you needyour employees to be on top of their game. Bringthem to the 2013 RV Dealers InternationalConvention/Expo for the training and educationthey need to stay competitive. New learningprograms and pricing structures make it easier tobring more people.

14 Why Customer Service is beingReplaced with EmpathyToday’s consumers don’t want a business relationshipwith you – they want something more personal.Best-selling author Ross Shafer, this year’sconvention keynoter, explains how and why to loveyour customers.

16 Vendor Training +plus and Proprietary Workshops Check out the current schedule of the all-newVendor Training +plus program of extended learningsessions.

18 What’s New at the VooDoo Might Surprise You!Tired of slots and roulette? The Rio has a new thrillin store for this year’s convention attendees.

22 More Fuel-Efficient Truck Engines Aid RV IndustryGeneral Motors’ new 6.2 liter EcoTec3 V-8engines – available this fall on MY2014 ChevySilverado 1500s and GMC Sierra 1500s – are thelatest indication of how important the auto industrythinks towing capacity is.

24 RVDA Revises Model Dealer AgreementIs your dealer/manufacturer agreement ascomprehensive as it should be? Check it out againstthe association’s model agreement, newly revised toreflect market changes and changes in industrybusiness practices. Or use it as a tool to helpnegotiate with manufacturers for a mutuallybeneficial agreement.

I N E V E R Y I S S U E :

6 Looking ahead7 Chairman’s report8 Officers, directors, and delegates9 Industry trends26 RVDA endorsed products27 RV Learning Center contributors38 RV industry’s training calendar38 Advertisers index

C O N T E N T S

16

July 2013

10

18

24

22

14

A s RVDA volunteer leaders and staffworked over the past few months to

revise the association’s Model DealerAgreement (see story on page 24), it becameclear that “model” meant different things todifferent people.To clarify, the model dealer agreement is

designed to be used as a tool for dealers andmanufacturers as they negotiate theirbusiness relationship. Using the model agree-ment is voluntary. It is not a model law orsomething that RVDA has the power toenforce on any business relationship. Dealers on the RVDA Industry

Relations Committee (chaired by RandyBiles and Debbie Brunoforte) patientlyworked with each other and RVDA Directorof Legal & Regulatory Affairs BrettRichardson to make the document relevantto the market conditions dealers are facingtoday. Since the model was last updated in

2003, state laws have changed, manufacturerpolicies and procedures have changed, andthe Internet has played a larger role inmarketing RVs. Dealers can use the model toreview their agreements, and it can serve as astarting point for discussion. What is its value to manufacturers?

Reading the model should give them insightinto how dealers believe sales territoriesshould be respected, how warranty serviceshould be structured, and a host of otherissues the committee (and previous RVDAleaders) have identified as key issues. Sometimes policies covered by provisions

in the model dealer agreement are addressedin separate addendums or proceduresmanuals set by the manufacturer after anagreement is signed. For instance, servicepolicies are often updated, and it’s notuncommon for them to be outlined in aseparate document from the agreement. So,

while areas covered in the “model” maynot be part of a formal “dealer agree-ment,” the impact is the same – theagreement and other policies determinehow the dealer and manufacturerhandle key areas of their business rela-tionship. Overall, the process of revising the

model dealer agreement has been agood exercise for RVDA. Not only didboard and committee members spend alot of time on the revisions, but yourrepresentatives on the RVDA Board ofDelegates devoted the majority of theirlast meeting providing input to make ita better document.The revised RVDA Model Dealer

Agreement was approved by the boardlast month, and distributed to membersa few weeks ago. Please take a look andlet us know what you think. Thanks for your support.

LOOKING

AHEAD

President: Phil Ingrassia, CAE

Vice President forAdministration:Ronnie Hepp, CAE

Editor:Mary Anne Shreve

Graphic Designer: Ginny Walker

RV EXECUTIVE TODAY

RV Executive Today is published monthly by theRecreation Vehicle Dealers Association ofAmerica at 3930 University Drive, Fairfax, VA22030-2515. Periodicals postage paid at Fairfax,VA 22030 USPS No. 062450. Issued monthly toall RVDA members as a membership benefit paidfor by their dues.

Postmaster please send address changes to: RV Executive Today, 3930 University Drive,Fairfax, VA 22030-2515 The annual subscriptionrate of $30 is a part of membership dues.

Editorial/Business Office: 3930 University Drive, Fairfax, VA 22030-2515Phone (703) 591-7130 FAX (703) 359-0152

RV Executive Today (ISSN #1088-873X) Volume 17, Issue 7

For advertising information contact:Julie Newhouse, Marketing Manager, (703) 591-7130 x 103

RVDA STAFF Chuck BoydDealer Services Manager

Hank FortuneDirector of Finance

Jeff KurowskiDirector of Industry Relations

Julie Anna NewhouseMarketing Manager

Brett Richardson, Esq., CAEDirector of Legal and RegulatoryAffairs

Julianne RyderMarketing Communications Specialist

Patricia WilliamsAccounting Clerk

RV LEARNING CENTER STAFF

Karin Van DuyseChief, RV Learning Center

Liz ShoemakerEducation Coordinator

Tony YermanRV Service Consultant –––––––––––––––––––––––––––––––––––Isabel McGrathTechnician Certification Registrar

6 RV EXECUTIVE TODAY

“Dealers on the RVDAIndustry RelationsCommittee patientlyworked with each otherand RVDA staff to makethe association’s ModelDealer Agreement relevantto the market conditionsdealers are facing today.”

RVDA’s Model Dealer Agreement: A Tool to Aid NegotiationBy Phil Ingrassia, CAE, president

I 've heard from many of you that one of your most diffi-cult challenges is developing your core people, thosekey individuals who form the backbone of your company.These are the people who know how to develop long-term customer relationships that foster referrals andrepeat business. These are the people who serve asmentors for the younger employees, teaching and leadingby example. In short, these are the individuals who createyour company’s future. As business picks up for many of us, it’s more impor-

tant than ever to invest in these core employees. We need to extend the competitive advantage of

education to our “middle managers,” to further developtheir skills so that they can continue competing in achanging market. The RV Dealers InternationalConvention/Expo provides a great way for us to takethem to the next level with education and training. Iknow that investing in education is expensive, which iswhy the convention committee has spent months devel-oping a curriculum that’s worthy of sending your peopleto. As the committee sought out new presenters and newtopics, they kept in mind the goal of developing a broaderprogram that would be relevant to a wider range of youremployees. You can expect lots of high-quality workshops, plus

some new initiatives designed to give you even morereasons to bring more people to the convention. First, letme tell you about something the committee created fordealership managers – Vendor Training +plus. These in-depth training sessions are geared toward fixed-operationsmanagers and lead staff and are slated for the first twodays of the convention (Monday, September 30 andTuesday, October 1). Instructors for these 4- and 8-hourcourses will be provided by Blue Ox hitches, IDSsoftware services, NCompass financial services, and otherindustry leaders. Vendor Training +plus is free for all full convention

registrants. It’s also available at a special discounted ratefor personnel who can’t be away from the dealership formore than a couple of days. These staffers can attend thetraining sessions and a Tuesday evening reception in theexpo hall, where they can take advantage of thenetworking opportunities and learn about the newestproducts and services.

My vision is to grow and develop the Vendor Training +plusprogram in the coming years until it’s viewed as one ofthe cornerstones of our convention. I believe its potentialis unlimited, and I hope you’ll help us launch it bysending your staff to participate in it. It’s a small invest-ment when you consider your employees’ enhancedknowledge and loyalty.Another new convention feature that I’m very excited

about is the program for our young dealership managers.Earlier this year, RVDA surveyed self-identified youngRV executives to gauge their interest in a variety ofconvention/expo education topics and year-roundnetworking opportunities. About 40 people completed thesurvey and told us they were interested in leadership,dealing with generational issues at the dealership,increasing their professionalism, and personnel manage-ment. The convention/expo committee worked with theRVDA staff and created a workshop track that addressesthese interests. There will also be a special social event atthe convention for young execs. This is a great way for RVDA to reach out to our

future leaders. I still remember how intimidated I felt atmy first convention; if memory serves me well, I skippedit for the next couple of years. Nowadays, I am so inspiredby the young people I see in my travels and at theconvention who are willing to pursue a career in the RVindustry. It’s truly up to us to help them pursue theirfuture. Seeing these young professionals, I wanted to finda way to help others get a leg up in our industry. I wantedto find a way to develop programs specific to their needs.This year, we’ll have such a program at the convention.Early indications are that it’ll be well attended.There’s more information on the convention starting

on page 10, and you can register at www.rvda.org or usethe form on page 30. I urge you to invest in your dealership’s future by

bringing your managers and up-and-coming young peopleto RVDA’s convention this year. I guarantee it’ll be worththe trip. See you there!

7

Give Your Managersthe Gift of Education By Jeff Hirsch, chairman

CHAIRMAN’S REPORT

JULY 2013


ChairmanJeff HirschCampers Inn of KingstonKingston, NH(603) [email protected]

2nd Vice ChairmanJohn McCluskeyFlorida Outdoors RV CenterStuart, FL(772) [email protected]

TreasurerBrian WilkinsWilkins R.V., Inc.Bath, NY(607) [email protected]

SecretaryDarrel FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

Past ChairmanAndy HeckAlpin HausAmsterdam, NY(518) [email protected]

DirectorWill JarnotPleasureLand RV Center, Inc.St. Cloud, MN(320) [email protected]

DirectorLindsey ReinesReines RV Center, Inc.Manassas, VA(703) [email protected]

DirectorRon ShepherdCamperland of Oklahoma, LLCTulsa, OK(918) [email protected]

DirectorTim WeggeBurlington RV SuperstoreSturtevant, WI(262) [email protected]

RVRA RepresentativeScott KrenekKrenek RV CenterColoma, MI(269) [email protected]

RVAC ChairmanTom StinnettTom Stinnett Derby City RVClarksville, IN(812) [email protected]

RV Learning Center ChairmanJeff PastoreHartville RV CenterHartville, OH(330) [email protected]

DELEGATESAlabamaJim Dandy CooleyDandy RV Superstore, Inc.Anniston, AL(256) [email protected]

AlaskaKevin BrownArctic RV & Interior TopperFairbanks, AK (907) [email protected]

ArizonaDevin MurphyFreedom RV, Inc.Tucson, AZ(520) [email protected]

ArkansasDoug BoydstonMayflower RV, Inc.Mayflower, AR (501) [email protected]

CaliforniaTroy PadgettAll Valley RV CenterActon, CA (661) [email protected]

ColoradoTim BilesPikes Peak TravelandColorado Springs, CO(719) [email protected]

ConnecticutChris AndroHemlock Hill RV Sales, Inc.Milldale, CT(860) [email protected]

DelawareRyan HorseyParkview RV CenterSmyrna, DE(302) [email protected]

FloridaSherri AllenLeisure Time RVWinter Garden, FL(800) [email protected]

GeorgiaDoc AllenC.S.R.A. Camperland, Inc.Martinez, GA(706) [email protected]

IdahoTyler NelsonNelson’s RVs, Inc.Boise, ID(208) [email protected]

IllinoisRichard FlowersLarry’s Trailer Sales, Inc.Zeigler, IL(618) [email protected]

IndianaNathan HartWalnut Ridge Family Trailer SalesNew Castle, IN(765) [email protected]

IowaJeremy KetelsenKetelsen RV, Inc.Hiawatha, IA(319) [email protected]

KansasBill HawleyHawley Brothers, Inc.Dodge City, KS(620) [email protected]

KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY(270) [email protected]

LouisianaJim HicksSouthern RV Super Center, Inc.Bossier City, LA(318) [email protected]

MarylandGreg MerkelLeo’s Vacation Center, Inc.Gambrills, MD(410) [email protected]

MassachusettsMarc LaBrecqueDiamond RV Centre, Inc.W. Hatfield, MA(413) [email protected]

MichiganChad NeffAmerican RV Sales & Service,Inc.Grand Rapids, MI(616) [email protected]

MinnesotaWill JarnotPleasureLand RV CenterSt. Cloud, MN(320) [email protected]

Mississippi Stephen (Snuffy) SmithCountry Creek RV CenterHattiesburg, MS(601) [email protected]

MissouriSheri WheelenWheelen RV Center, Inc.Joplin, MO(417) [email protected]

MontanaRon PiercePierce RV SupercenterBillings, MT(406) [email protected]

Nebraska Tony StaabRich & Sons Camper SalesGrand Island, NE(308) [email protected]

NevadaDarcy Walker-FitchJohnnie Walker RV’sLas Vegas, NV(702) [email protected]

New HampshireScott SilvaCold Springs RV CorporationWeare, NH(603) [email protected]

New Jersey Brad ScottScott Motor Home Sales, Inc.Lakewood, NJ(732) [email protected]

New MexicoRick SchollRocky Mountain RV WorldAlbuquerque, NM(505) [email protected]

New YorkJim ColtonColton RVN Tonawanda, NY(716) [email protected]

North CarolinaSteve PlemmonsBill Plemmons RV WorldRural Hall, NC(336) [email protected]

North DakotaMichelle BarberCapital R.V. Center, Inc.Minot, ND(701) [email protected]

OhioDean TennisonSpecialty RV SalesLancaster, OH(740) [email protected]

OklahomaRon ShepherdCamperland of Oklahoma, LLCTulsa, OK (918) [email protected]

OregonKory GoetzCurtis Trailers, Inc.Portland, OR(503) [email protected]

PennsylvaniaGreg StarrStarr’s Trailer SalesBrockway, PA (814) [email protected]

Rhode IslandLinda TarroArlington RV Super Center, Inc.East Greenwich, RI(401) [email protected]

South CarolinaGloria MorganThe Trail CenterNorth Charleston, SC (843) [email protected]

South DakotaLyle SchaapSchaap’s RV TravelandSioux Falls, SD(605) [email protected]

TennesseeRoger SellersTennessee RV Sales & Service,LLCKnoxville, TN(865) [email protected]

TexasMike ReganCrestview RV CenterBuda, TX(512) [email protected]

UtahJared JensenSierra RV CorpSunset, UT(801) [email protected]

VermontScott BordenPete’s RV CenterSouth Burlington, VT(802) [email protected]

VirginiaLindsey ReinesReines RV Center, Inc.Manassas, VA(703) [email protected]

WashingtonRon LittleRV’s Northwest, Inc.Spokane Valley, WA (509) [email protected]

West VirginiaLynn ButlerSetzer’s World of Camping, Inc.Huntington, WV(304) [email protected]

WisconsinTim WeggeBurlington RV SuperstoreSturtevant, WI(262) [email protected]

WyomingSonny RoneSonny’s RV Sales, Inc.Evansville, WY (307) [email protected]

VACANTHawaiiMaine

AT-LARGEPeter AlbanoAmerican RVOlive Branch, MS(662) [email protected]

Bob BeenAffinity RV Service Sales &RentalsPrescott, AZ(928) [email protected]

Randy CoyDean’s RV SuperstoreTulsa, OK(918) [email protected]

Mick FerkeyGreeneway, Inc.Wisconsin Rapids, WI(715) [email protected]

David Hayes Hayes RV CenterLongview, TX(903) [email protected]

Ed LerchLerch RVMilroy, PA (717) [email protected]

Rod RuppelWebster City RV, Inc.Webster City, IA(515) [email protected]

Joey ShieldsPan Pacific RV Centers, Inc.French Camp, CA(209) [email protected]

Earl StoltzfusStoltzfus RV’s & MarineWest Chester, PA (610) [email protected]

Glenn ThomasBill Thomas Camper SalesWentzville, MO(636) [email protected]

Bill White United RV CenterFort Worth, TX(817) [email protected]

Participating Past ChairmenBruce BentzCapital R.V. Center, Inc.Bismarck, ND(701) [email protected]

Randy BilesPikes Peak Traveland, Inc.Colorado Springs, CO(719) [email protected]

Debbie BrunoforteLittle Dealer, Little PricesMesa, AZ(480) [email protected]

Rex FloydFloyd’s Recreational VehiclesNorman, OK(405) [email protected]

Jim FogdallAce Fogdall, Inc.Cedar Falls, IA(319) [email protected]

Crosby ForrestDixie RV SuperstoreNewport News, VA (757) [email protected]

Ernie FriesenAll Seasons RV CenterYuba City, CA(530) [email protected]

Rick HorseyParkview RV CenterSmyrna, DE(302) [email protected]

Larry McClainMcClain’s RV, Inc.Lake Dallas, TX(940) 497-3300

Tim O’BrienCircle K RVsLapeer, MI(810) [email protected]

Dan PearsonPleasureLand RV Center, Inc.St. Cloud, MN (320) [email protected]

Cammy PiersonCurtis Trailers, Inc.Portland, OR(503) [email protected]

Joe RangeRange Vehicle Center, Inc.Hesperia, CA (760) [email protected]

Dell SandersJ. D. Sanders, Inc.Alachua, FL (386) [email protected]

Marty SheaMadison RV CenterMadison, AL(256) [email protected]

Jim ShieldsPan Pacific RV Centers, Inc.French Camp, CA(209) [email protected]

Bill ThomasBill Thomas Camper Sales, Inc.Wentzville, MO(636) [email protected]

Larry TrouttTopper’s Camping CenterWaller, TX(800) [email protected]

Fran Van PeltSpader Business ManagementSun City Center, FL(813) [email protected]

RVDABOARDS: OFFICERS,DIRECTORS,&DELEGATES

R etail sales of motorhomes exceeded wholesale deliveries by 41units in March, according to market research firm Statistical

Surveys/The Thrive Group. A total of 3,141 motorhomes weresold by dealers during March, while 3,100 units were shippedfrom factories to dealerships during that month, yielding aninventory index of 101.3.The 3,141 motorhomes retailed in March

2013 represents a 40.7 percent increase over the2,233 units sold by dealers during March 2012.Meanwhile, wholesale deliveries ofmotorhomes in March 2013 increased 10.7percent to 3,100 units, compared with 2,800shipped a year earlier.In the case of towables, dealer inventory

accumulation continued in March 2013,although at a slower pace than in March 2012.The March 2013 inventory index for towableswas 71.8, compared with 69.0 during the firstthree months of 2012.Dealers retailed 18,234 towables in March

2013, compared with 17,245 in March 2012, a5.7 percent increase. Manufacturers shipped25,400 towable units in March 2013, a 1.6percent increase over the 25,000 units deliveredin March 2012.

Based in Grand Rapids, MI, Statistical Surveys/The ThriveGroup tracks RV retail sales for the RV industry. For more informa-tion, contact Tom Walworth at (616) 281-9898. The Thrive Group isa partnership between Statistical Surveys and Spader BusinessManagement. n

For the latest RV Inventory Indexreport, visit www.rvda.org.

30

40

50

60

70

80

90

100

110

120

MARFEBJANDECNOV

40

60

80

100

120

2013

2012

2011

MARFEBJANDECNOV

53.1

45.948.2

54.5

TOWABLES

71.270.2

67.8

79.8

101.3

78.4

MOTORHOMESYTD

YTD

2012 2013

2012 2013

Motorhome Retail ExceededWholesale at End of First Quarter By Thomas Walworth, Statistical Surveys/The Thrive Group

INDUSTRY TRENDS

When the RVInventoryIndex is below100, there’s anexpansion ofdealerinventories.When theindex is above100, there’sshrinkage. Ifthe industrysold a unit atretail for everyunit deliveredat wholesale,the RVInventoryIndex wouldbe 100.

JULY 2013 9

Subscribe now!q RVDA member rate (1 year/6 digital issues): $39.95*q Non-member rate (1 year/6 digital issues): $49.95*q New subscription(s) or q renewal(s)

RVDA members: Order multiple subscriptions for your office/company at reduced ratesand save even more! Call (703) 591-7130 for bulk rate info.

Payment method:q Check enclosed – Payable to The RVDA Education Foundationq Send an invoice – RVDA members only! or q AMEX q MasterCard q Visa q Discover

Name ________________________________E-mail __________________________________

Dealership address ______________________________________________________________

City __________________________________State ____ Zip_______ Phone ________________

Name on card __________________________Card # __________________________________

Signature ______________________________Security code________________ Exp. date ______

Billing address ____________________________________________________ Zip __________

Return this form to RVDA Education Foundation, 3930 University Drive, Fairfax, VA 22030.Questions? Call the member services hotline or (703) 591-7130, or visit www.rvtechnician.com.

• Articles on the latest tech-nical information

• Training and tech certificationinfo

• New products

• Customer service tips

• Safety issues

• Advice from industry experts

• A special subscribers-onlywebsite

• Printable PDF and onlineFlipbook versions

RV Technician, a digital bimonthly magazine, is the industrysource for detailed, in-depth articles geared for the profes-sional RV repairer. It’s written and vetted by master tech-nicians and covers every aspect of RVs, from electricalsystems to plumbing. It keeps techs up-to-date with:

P U B L I S H E D B Y T H E R V D A E D U C A T I O N F O U N D A T I O N ’ S

*Prices aresubject to

change

R V I N V E N T O R Y I N D E X

10

As the RV industry picksup speed, it’s time torefocus on employeeeducation. This year’s

five-day convention/expo is allabout education and profes-sional development. Itsemphasis on the power of aneducated workforce is evidentwith the addition of severalnew features – VendorTraining +plus, a program thatoffers longer proprietarytraining sessions; a specialtrack of workshops for

young RV executives; andpricing that makes it easier fordealers to bring more staff tothe learning opportunities atthe convention/expo.The RVDA Convention/

Expo Committee, chaired byJohn McCluskey of FloridaOutdoors RV Center, made aspecial effort to find newpresenters and topics thatwould benefit as wide arange of dealership

personnel aspossible. Thecommittee struck onthe idea of providingextended learningsessions that could delveinto more detail thanstandard workshops.

These Vendor Training +plussessions run for four- or eight-hour-long slots and are sched-uled for Monday, September 30and Tuesday, October 1.They’re included in the price ofa full registration fee. For dealership employees

who can’t stay for the entireconvention, special pricing willallow them to attend just theVendor Training +plus sessionsand the Tuesday evening recep-

tion in the expo hall. This flexi-bility is designed so that morestaffers can participate andbuild their professional skillswithout missing too much timefrom the job. “Dealers this year are being

encouraged to bring more staffto the

By RVDA staff

SPECIAL CONVENTION PREVIEW SECTION

Rio All-S Book your rooms at the R August 27 to get the low for a single/double plus

person. Call (866) 746-767 ask for the RVDA Grou

early, because the rate is while rooms are avai

rooms has more than 6 Las Vegas, plus a separa with couch, table, and cha

11JULY 2013

AGENDA-AT-A-GLANCE*Sunday, September 294:00 - 5:30 pm Registration desk open

Monday, September 307:00 am - 5:30 pm Registration desk open8:00 am - 11:30 am RVDA of America Board of Directors

breakfast & meeting8:00 am - 5:30 pm Vendor Training+ plus sessions9:30 am - 4:45 pm Proprietary workshops12:00 noon - 3:15 pm RVDA of America Board of Delegates lunch

& meeting12:00 noon - 5:00 pm RVDA of Canada Board of Directors lunch &

meeting3:30 - 5:00 pm Keystone Partners in Progress Brand

Committee meeting5:15 - 6:30 pm Dutchman Partners in Progress Brand

Committee meeting

Tuesday, October 17:00 am - 5:30 pm Registration desk open8:00 am - 5:00 pm Partners in Progress Brand Committee

meetings9:00 am - 1:00 pm Vendor Training+ plus sessions9:30 am - 10:45 am CrossRoads Partners in Progress Brand

Committee meetings9:30 am - 12:45 pm Proprietary workshops1:00 - 6:00 pm Expo open4:00 - 6:00 pm Reception in Expo

Wednesday, October 27:00 am - 5:00 pm Registration desk open7:30 - 8:00 am Early bird continental breakfast8:00 - 9:30 am Opening general session with Ross Shafer

“Customer Empathy: Top Changes YouNeed to Make to Win Your Customer’sLong-Term Loyalty”

9:45 - 11:00 am Concurrent education sessions11:15 am - 12:30 pm Concurrent education sessions12:30 - 2:45 pm Expo open (lunch served 12:30-1:15 )2:45 - 4:00 pm Concurrent education sessions4:15 am - 5:30 pm Concurrent education sessions5:30 pm Reserved for private events

Thursday, October 37:00 am - 5:00 pm Registration desk open7:30 - 8:00 am Early bird continental breakfast8:00 - 9:30 am General session9:45 - 11:00 am RVDA of America annual meeting & RVDA

of Canada annual meeting9:45 - 11:00 am Service and Parts education session11:00 am - 1:00 pm Expo open (lunch served 12:00-12:45)1:15 - 2:30 pm Concurrent education sessions2:45 pm - 4:00 pm Concurrent education sessions4:15 - 5:30 pm Concurrent education sessions5:45 - 7:45 pm Reserved for party (included with

registration)

Friday, October 47:30 - 8:00 am Early bird continental breakfast7:45 - 9:00 am Education session9:15 - 10:30 am Education session* Subject to change

convention/expo,especially their keymiddle managers,”says McCluskey.“Vendor Training +plus givesour business partners in theindustry a new way to connectwith hundreds of key dealershipstaff who’ll be in Las Vegas.Our dealer members are excitedabout this new program.” The convention will also

offer a new focus on educatingthe next generation of RVdealers – for the first time,

there will be special events foryounger retailers. Earlier thisyear, RVDA surveyed self-iden-tified young RV executives tolearn more about them, deter-mine how the association couldbetter meet their needs, and seeif they were interested in havingspecial events at the convention.Dozens of survey respondentssaid “Yes!” In addition to work-shops identified for them, therewill also be a social event.

Where’s yourcheese?This year’s keynote

speaker is six-timeEmmy Award winner,author, and comedianRoss Shafer, best knownfor his book “NobodyMoved Your Cheese.”During his address at the

opening general session onWednesday, October 2, Shaferwill discuss how technology hasfueled consumers’ demand forimmediate gratification andhow dealers can tap into thatconsumer urgency and use it togain a competitive advantage.He’ll share his “customerempathy” model for building

continued on page 12

uite Hotel & Casino Rio All-Suite Hotel & Casino before

west possible rate of $119/night s tax, and $30 for each additional 71 to book your reservations and up, using Code SRRVDA3. Book only good until August 27 and

lable. Each of the Rio’s 2,500 00 square feet and a view of

te dressing area, sitting area airs, and in-suite refrigerator.

consumer loyalty and outline the top changesdealers need to make now. “Ordinary customer service doesn’t work in

today’s economy,” according to Shafer. “It’scustomer empathy – the art of understanding thecustomer’s emotional state before, during, andafter the transaction – that will insure long-termgrowth and loyalty.” Shafer analyzed thousands ofcustomer complaints before writing “The CustomerShouts Back!” and “Customer Empathy™” to showhow consumer expectations have changed radically.Immediately after his opening session presenta-

tion, Shafer will conduct a follow-up on the conceptshe popularized in “Nobody Moved Your Cheese,”whose subtitle is “How to ignore the ‘experts’ and trustyour gut.” The book is humorous – chapters have titlessuch as “Those ‘Chicken Soup’ Books are for Fools” and“Sweat the Small Stuff. Or Die!” But its message is serious– we’ve all been paying too much attention to professionaladvice-givers instead of following our instincts.

“Crucial” skills New workshop presenters this year include David

Nelson of VitalSmarts, a Provo, Utah-based company thattrains organizations and individuals to tackle managerial

problems in ways that get employees to actuallychange their behavior. VitalSmarts’ founders wrotethe best sellers “Crucial Conversations” and“Crucial Confrontations,” which have sold millionsof copies apiece and have been praised by self-helpcelebrities Tom Peters and Stephen Covey. Thebooks discuss the high cost of avoiding toughconversations and situations and teach betterways of getting one’s message across when thestakes are high.

Nelson will present three workshops basedon the “Crucial” principles – “CrucialAccountability: Tools for Resolving BrokenPromises and Violated Expectations,”“Crucial

Conversations: Tools forTalking When Stakesare High,” and“Influencer, the NewScience of PersonalSuccess.”Another new

presenter is BarrySiskind, president andfounder of International


“The convention will focus oneducating the next generationof RV dealers – for the firsttime, there will be specialevents for younger retailers.”

continued from page 11

Barry

Siskind

Spa&

Golf

Harrah’s Entertainment guestsalso have preferred access totwo of the country’s most beau-tiful courses, Cascata and RioSecco, as well as golf instructionat the Butch Harmon School ofGolf. Located at the Rio Secco,the school is where Tiger Woodshoned his skills. Facilities includeboth indoor and outdoor practiceareas, a 90-yard short game hole,and state-of-the-art computerand video equipment used toanalyze golfers’ swings.

DavidNelson

Training and Management Companyand the author of seven books on howto market at trade shows. ITMChelps businesses get the most fromtheir trade show appearances byhelping plan attention-grabbingdisplays, coordinating travel,arranging temporary staff, managingthe physical exhibit, handling move-out logistics, measuring and evalu-ating results, and following up onleads. Siskind will share some of thisexpertise in three workshops –“Double Your Show Results:Strategies to Close Sales on the ShowFloor and Turn Leads into Gold,”“Creating a Winning Display,” and“Establishing Benchmarks andProgram Indicators.”

Partners in progressThe results of RVDA’s 20th

annual Dealer Satisfaction Index(DSI) will be available for discussionduring the Partners in Progress Brand

Committee meetings held on Mondayand Tuesday. These popular annualmeetings give dealers the chance tomeet with top executives from theirmanufacturers and discuss brand-specific issues. Please see page 20 fordetails on the current schedule. For more convention information

and updates over the summer, visitthe convention section ofwww.rvda.org or follow RVDA onFacebook and LinkedIn. Early regis-tration can save you money. You’llfind a registration form on page 33.

There are special payment plans avail-able, including an easy-pay optionwith three installments. Call thedealer services hotline for more infor-mation on these offers.

13JULY 2013

The Rio Spa offers acomplete array ofmassage, body, facial andsalon services, includinghaircuts, pedicures, andmakeup applications.

Visit www.rvda.orgfor the latest scheduleof workshops and

other events.

My company has been producingcustomer service films since 1999,and many of them are sadly

obsolete because customers’ needs andbuying habits have changed – dramati-cally. These shifts are good for mebecause, by the time you read this, humancommunication will have continued todeteriorate and my message will be evenmore relevant. Pardon my smugness, butplease heed my warnings.

We live in a world of stress, heartache, and daily disruptions.

Your customers aren’t just thinkingabout you and your competition. Yourcustomers have lived full lives before theyever talk to you about your goods andservices. They are emotionally and finan-cially affected by bankruptcies, shakyemployment, a volatile stock market, dete-riorated home values, shrinking IRAs andcredit lines, Amber alerts, and everythingelse that threatens to disrupt their alreadyunstable lives.

Wait a minute. I don’t mean to talkabout “those people” as if they’resomebody separate from you and me. Youare likely one of them.

You might be saying, “Ok, so whatdoes empathy have to do with it?” I’m soglad you asked.

First, understand that whenpeople love you, they will giveyou more money.

This should be reason enough for youto adopt an empathy attitude over aservice attitude. If customers feel under-stood, it relieves their stress and anger.Better yet, if they think you understandtheir concerns and vulnerabilities, you canmake a mistake and they will forgive you.Nice side benefit, eh?

Your customers don’t want a vendoranymore. They want a trusted advisor – anexpert who can help them navigate a verycomplicated world. Contrary to whatanyone tells you, having the lowest pricewill not be your greatest tool for growingmarket share in the future. Love and

expertise will win. Loving your customers translates to

loyalty. Customers will reward you withtheir loyalty when they feel they have anemotional relationship with you. Let meunderscore this by saying your customersdo not want a business relationship withyou. Why? Because they can’t tell thedifference between the business realmand the personal.

Customers respond to bad servicewith the same hurt feelings they experi-ence in a bad personal relationship. If youignore them, they feel unimportant. If yousecond-guess them, they feel defensive. Ifyou dismiss them without satisfying them,they get angry. They can’t help it. Humansdon’t have a firewall to protect them fromtheir feelings.

However, feelings of happiness andcooperation surface if they feel loved andrespected by you. We all want to fill ourlives with people who treat us well. Wewant to see those people as often aspossible because they make us feel good.Customers want to be emotionallyconnected to you. So, all you have to do islove them. Loving your customers makesthem want to return – and when they do,they will give you more time, more marketshare, and more money.

Accept that women rule every checkbook.

In the research for our book, “TheCustomer Shouts Back,” we dissected1,000 random complaints that we foundon websites and blogs worldwide. Morethan 83 percent of the complaints werewritten by women. When transactions go

Why Customer Service Is BeingReplaced with Empathy By Ross Shafer

Because womenare heavilyinvolved intransactionsinvolvingmoney, thesetransactions arealways personaland almostalwaysemotional tothem.


Don't miss Ross Shafer'skeynote presentation

during the convention'sopening general sessionon Wednesday, October 2.

15JULY 2013

badly, they get mad. Their complaintsincluded words like “embarrassed,”“helpless,” “out of control,” “hurt,”“crushed,” and “rejected.” Those are thesame words you would typically describein a personal relationship.

Because women are heavily involvedin transactions involving money, thesetransactions are always personal andalmost always emotional to them. Notonly do they complain about the perpe-trator, they tell everyone else about thatperson or company. Faith Popcorn, authorof “EVEolution – Understanding Women,”says that the average satisfied femalecustomer will recommend a service, shop,or client to 21 other people. Multiply thatnumber by their social network influence(women post to an average of 278“friends”), and now you’ve gone viral to aminimum of 5,838 people.

If you make an effort to understandthe emotionality of the purchase process,you will start to form a relationship withyour customers. That’s critical, because anemotional bond is the only factor thatbreeds true loyalty.

You can actually quantify‘loving’ your customers.

A man named John Hixon fromSweetwater, Texas, came up to me afterone of my seminars and told me abouthow he’d inherited his father’s grocerystore after his dad passed away. Johnfound out that the little store had annualsales of about $250,000 but had lost$200,000 during the same period. Hedecided to take a leave from his insurancebusiness to liquidate the store. When hecouldn’t find a buyer, he decided to step inand see what he could do to save it.

He couldn’t afford to renovate or addnew products, so he did something radical,something his dad would never have done.John started loving the customers. Hewould stand at the front door and sayhello to everyone. He’d tell them, “I sureappreciate you coming into our store.”With a twinkling eye he’s say, “We’re smallbut we’re mighty.” If they asked for anitem, he wouldn’t just point them down anaisle. He would escort them to, say, theoatmeal aisle. Then he’d explain why he

carried that particular brand. Then, afterthe customer went through the checkoutstand, John would be standing at the doorto say goodbye and wish them a niceevening or weekend or holiday.

John told me that within nine monthsthe little store was on pace to gross $1.5million! And, the only thing he’d changedwas that he started loving his customers.What’s even more incredible is that duringthat same time, WalMart had opened justa few miles away.

Want more reasons to start shiftingyour thinking from customer service tocustomer empathy? Come hear me speakthe RVDA convention/expo and I’ll make abeliever out of you.

Ross Shafer is the author of “AreYour Relevant?” “The Customer ShoutsBack,” “Nobody Moved Your Cheese,”“Grab More Market Share,” and“Customer Empathy.” Ross is also thefounder of the Customer Empathy Instituteand is a frequent keynote speaker forFortune 1000 organizations. For moreinformation, visit www.RossShafer.com.


Vendor Training +Plus and Proprietary Workshop Schedules*for Monday, September 30 and Tuesday, October 1

(as of June 27)

1:30

2:00

2:30

3:00

3:30

4:00

4:30

5:00

5:30

MONDAY 9/30

PROPRIETARYWORKSHOP

PROPRIETARYWORKSHOP

PROPRIETARYWORKSHOP

1:30 - 5:30 pm

Blue OxMike Thelander

Learn how to buildloyal customers andincrease sales andprofits with innovativeproducts from Blue Ox.

RVT.COM OnlineDealer ClassifiedsChris Mapson

“Creating Online RV Adsthat Win: 10 Smart‘Optimizer’ Tips”

SAL GroupWill Flattery

F&I

1:30 - 5:30 pm

OPEN

3:30 - 4:45 pm

OPEN

8:00

8:30

9:00

9:30

10:00

10:30

11:00

11:30

12:00

12:30

1:00

TUESDAY 10/1

PROPRIETARYWORKSHOP

PROPRIETARYWORKSHOP

PROPRIETARYWORKSHOP

PROPRIETARYWORKSHOP

9:00 am - 1:00 pm

NCompass RVJanet Scavo

“Spotlight on F&I:Four Fast-PacedHours in the Worldof the FinanceDepartment”

9:00 am - 1:00 pm

IDS – IntegratedDealer Software Mark Berggren& Grant Farrer

How to leverageyour IDS DMSsoftware to run amore efficientbusiness

WheelerAdvertisingRon Wheeler

TBD

WheelerAdvertisingRon Wheeler

TBD

Livin Lite RVScott Tuttle

“We’re TalkingMillions Here –Customers andSales”

QUANTECHMike Martin

“Raising the Bar on Lead Management” &“Customer RelationshipManagement”

RV Dealer ProDon Reed

“Identifying HiddenProfit Opportunitiesin Your ServiceDepartment”

Mobile Outfitters/LippertComponentsAndy Murray &Steve Paul

Exciting new trailerparts and accessories

Stag ParkwayFrankie Blackstock

Learn how new tech-nologies for RVersare creating newprofit opportunitiesfor dealers.

Zamp SolarJohn Yozamp

Learn how to selland install theproper battery, andincrease your profitper unit sold.

EverlogicMichael Goodwin

“Using QuickBooksto Run YourDealership?”

8:00 - 9:15 am

OPEN

8:00 - 9:15 am

OPEN

8:00 - 9:15 am

OPEN

*schedule subject to change

If gambling no longer excites you, perhaps a400-foot-high zip line will get your adrenalinpumping. The Rio is expected to open theVooDoo Skyline this summer, a thrill ride thatwill connect the hotel’s two towers and giveguests an aerial 360-degree view of The Strip.From the 50th-floor roof of the MasqueradeTower, riders will drop 845 feet to the top of the20-story Ipanema tower. Then, they’ll be towedbackward to the starting point. The wholeprocess will take a little more than a minute andwill reach speeds of 33 mph at some points. Theride’s operators had to get approval from theFederal Aviation Administration and local countyofficials to operate the ride, which they claim issafer than a traditional zip line. The VooDooSkyline will run daily from noon to midnight.

New to convention attendees this year atthe Rio is “MJ Live,” the number one

Michael Jackson tribute show starring MichaelFirestone performing the King of Pop’s biggesthits. Relive the energy, excitement, spectacle,and pure joy of the legendary superstar andhis music. Awesome sound and lightingeffects and dancers contribute to the magicas Firestone takes the audience back with“Bad,” “Billie Jean,” “Beat It,”“Dangerous,” “SmoothCriminal,” “Black &White,” “I Want YouBack,” and more.

LET’S VOODOO!

Penn and

Teller

MJ Live


Show Business

The Rat Pack Is Back Show

Other shows at the Rio:

Penn and Teller • Show in the Sky

The Rat Pack Is Back Show • Chippendales


W hen it’s time to eat,guests at the Rio have

a veritable smorgasbord ofchoices. For starters, there’s anewcomer – Pho Da NangVietnamese Kitchen, open forlunch and dinner and offeringnoodle soups, egg rolls, andcharbroiled meats.Then, there’s the Village

Seafood Buffet, touted as “theonly all-seafood, all-the-time,all-you-can-eat Las Vegasseafood restaurant.” It featureslobster, crab legs,shrimp, oysters,sushi, and more. Next, there’s

KJ Dim Sum,which offers dimsum and seafood

for both lunch and dinner. Itwas opened in the Rio by theowner of longtime localfavorite KJ Kitchen in LasVegas’ Chinatown andfeatures favorites from itssister restaurant, plus newdishes that are Rio exclusives.KJ has become a hot spot forlunch because diners can eatwell and still be donein 30 minutes.Maybe you’d prefer

Chicken Tandoori or

Lamb Masala. RoyalIndia Bistro has thatcovered. It’s open forlunch, happy hour, anddinner. Voodoo Steak

House on the 50thfloor offers steaks witha view – reputedly one of thebest terrace views overlooking

Rio-licious

B rand committeemeetings are confi-

dential – only dealerswho sell new rollingstock from a manufac-turer can attend thatmanufacturer’s session.Ratings from theannual Dealer Satisfaction Index (DSI) survey will bereviewed during brand committee meetings. Dealerswill meet first without company executives so theycan formulate questions. Also, 15 more minutes havebeen added to the Forest River and Keystonemeetings because of their size and product range.More brand committee meetings will be added asschedules are confirmed, so check the conventionpage on www.rvda.org frequently.

20th Annual RVDA DEALER

Partners in Progress Bra

The Wine

Voodoo Steak HouseKJ Dim SumVillage Seafood Buffet

21JULY 2013

the city. The menuincludes premiumreserve and dry-agedbeef, along with lobsterand prawns.And of course,

there’s Martorano’s, anevening spot acclaimedfor its “simple, old-school, Italian-American home

cooking.” Are any morewords necessary?The Wine Cellar offers

a great spot for unwindingfrom the day’s business witha glass of wine. There arehundreds of differentvintages to choose from, allof them available by theglass. If you like, thesommelier will guide you ina wine tasting.

ALSO AT THE RIO:

• Buzios Seafood Restaurant• All-American Bar and Grille• Sao Paulo Café• Burger King Whopper Bar• Sports Deli• Starbucks• Carnival World Buffet

TUESDAY, OCTOBER 1:

Jayco 8:00 - 9:15 a.m.

CrossRoads/Redwood 9:30 - 10:45 a.m.

Forest River 11:00 a.m. - 12:30 p.m.

Winnebago motorized & Winnebago/Sunnybrook towables 12:45 - 2:00 p.m.

Heartland 2:15 - 3:30 p.m.

Prime Time 3:45 - 5:00 p.m.

MONDAY, SEPTEMBER 30:

Keystone 3:30 - 5:00 p.m.

Dutchmen 5:15 - 6:30 p.m.

and Committee Meetings

Cellar

T he RV industry gotanother boost whenGeneral Motors Corp.

announced that its new 6.2liter EcoTec3 V-8 engines –available this fall inMY2014 ChevroletSilverado 1500 and GMCSierra 1500 pickups – willhave a maximum towingcapacity of 12,000 pounds.That means Chevy andGMC pickups equippedwith the engine will easilybe able to pull a fully loadedForest River RockwoodSignature Ultra Lite fifthwheel weighing around10,000 pounds, or theKeystone Cougar Xlite,which tops out at about11,000 pounds fully loaded.GM also reported

earlier that its 5.3LEcoTec3 V-8 – also comingthis fall – will have a

maximum towing capacityof 11,500 pounds properlyequipped, and that its 4.3LV-6 has a towing rating up

to 7,200 pounds, whichmeans all three engines canpull a 6,000-poundAirstream trailer.All three EcoTec3

engines feature direct fuelinjection, cylinder deactiva-tion (which GM callsActive Fuel Management),

and continuously variablevalve timing. Cylinder deac-tivation means the enginewill seamlessly switch tofour-cylinder mode duringlight-load driving. EcoTec3engines also include light-weight aluminum blocksand cylinder heads to helpsave gas.The 5.3L V-8 has an

EPA-estimated fueleconomy rating of up to 23mpg on the highway. Fueleconomy estimates for the6.2L V-8 weren’t availableat press time.GM’s efforts are the

latest indication of howimportant the auto industryviews towing, including RVtrailer towing. Ford, themarket share leader in thepickup sector, isexpected to haveits own

response. Later this year it’sexpected to introducepickups with “the nextgeneration EcoBoostpowertrain” and “truck-enhanced Auto Start-Stopengine shut-off technology”which shuts off the engineat traffic stops to save fuel.The 2013 Ford

EcoBoost F-150 pickupscurrently on the market canpull trailers up to 16,900pounds during conventionaltowing and up to 17,100pounds when equipped witha fifth wheel hitch.

Chrysler’s Ram 3500can, when equipped with aCummins 6.7L diesel, pullup to an 18,000-poundtrailer when equipped for

More Fuel-Efficient Truck Engines By Jeff Kurowski

GM’s efforts are the latestindication of

how importantthe auto

industry viewstowing.

Chevrolet Silverado 1500


23JULY 2013

s Aid RV Industry

convention towing, and upto 30,000 pounds whenequipped with a fifth wheelhitch.

Some 1.6 millionpickups were sold in theUnited States in 2012,which is why the auto

industry isworking hard toimprove fueleconomywithout sacri-ficing towingcapacity. So far atleast, improvementsin fuel economy andfuel capacity have beengoing hand-in-hand due tothe development of newtechnology.Although most trailer

towing is done by construc-tion contractors, farmers,and ranchers, RVers are asignificant part of the mix.Almost 243,000 traveltrailers and fifth wheels

were sold in the UnitedStates and Canada last year.RVers may not trade intheir pickups or other towvehicles every year, but thenumber of towables builtand sold does give an indi-cation of the impact of theRV industry on the pickuptruck sector.

GMC Sierra 1500

6.2 liter EcoTec3 V8


RVDA members are receiving this month acopy of the association’s revised ModelDealer Agreement (MDA), which the

RVDA board of directors approved during itsJune 4 meeting in Arlington, VA. This is thefirst revision to the MDA since 2003 and,while based on the prevision version, it hasbeen updated to reflect recent changes inindustry business practices and state laws.

In the RV industry, there are gooddealer agreements, poor dealer agreements,and in some cases, no dealer agreements atall. By their very nature, it stands to reasonthat manufacturer-written agreements arebound to contain provisions that favor themanufacturer. Dealers need to be able tonegotiate with their manufacturers for amutually beneficial arrangement.

RV dealers frequently choose to simplyshake hands with a manufacturer representa-tive rather than pay their attorney to reviewtheir various product line arrangements. A

handshake or one-page document may havebeen enough in the past, but with today’sliability issues and the amount of capitaldealers invest in their facilities, a moreformalized relationship should be in place.

The RVDA Model Dealer Agreement is atool for dealers and manufacturers to addressimportant aspects of their relationshipswithout having to constantly reinvent thewheel. It covers issues such as dealer territory,transfer of ownership, termination, repurchaserights, warranty, indemnification, mediation,and other issues important to dealers.

The parties can, of course, adopt theRVDA MDA as their agreement, but it’s morelikely that they will customize it throughnegotiations to address their specific needsand understandings. Dealers can also use themodel for reviewing a manufacturer’s dealeragreement, identifying issues that it doesn’tcover or that could be handled differently.

The revisions were developed by the

RVDA Industry Relations Committee, co-chaired by Randy Biles of Pikes PeakTraveland in Colorado Springs, CO, andDebbie Brunoforte of Little Dealer, LittlePrices in Mesa, AZ.

RVDA President Phil Ingrassia notesthat the RVDA Model Dealer Agreement is“a tool to serve as the basis of negotiation”between dealer and manufacturers. “Its useis voluntary and recognizes that variousstate laws may govern some of the areascovered in the model," he points out.

For further information, contactRichardson at [email protected].

RVDA Updates Model Dealer AgreementDocument revised to reflect changes in industry, state lawsBy RVDA Director of Legal & Regulatory Affairs Brett Richardson

25JULY 2013

• Manufacturers may notterminate or fail to renewthe manufacturer/dealeragreement without goodcause, but dealers mayterminate with or withoutgood cause.

• Both dealers and manufac-turers have an opportunityto cure if there is a termi-nation for good cause.

• Agreement provides exam-ples of good cause fordealer to terminate therelationship.

• Dealers receive repurchasebenefits when the dealerterminates for good cause.

• There are restrictions ondealers displaying newproduct outside of theirdesignated territory.

• Multi-store dealers withmultiple product linescan’t shuffle productsbetween stores whenanother dealer alreadyrepresents that product inan established territory.

• Territories can’t bechanged without adealer’s written consent.

• Manufacturers can’t forcea dealer to change histerritory in order to keephis sales and serviceagreement.

• Manufacturers agree tofollow state and federalanti-discriminatory pricingpractices for wholesalesales to dealers.

• If manufacturers usemarket share to evaluatedealer performance, manu-facturers are incentivizedto work with dealers todevelop a mutually agree-able formula.

• Manufacturers will acceptand process warrantyclaims for manufacturerinstalled vendor items.

• Manufacturer warrantywork will compensatedealer for diagnostic workas well as warranty labor.

• Dealers will take“commercially reasonablesteps” to service out-of-warranty vehicles.

• Manufacturers willapprove or reject warrantyclaims within 20 days ofreceiving them and payapproved claims within 45days.

• A process is created fordealer and manufacturernon-binding mediation fordisputes.

MODEL BEHAVIOR

Read the entire RVDA Model DealerAgreement online by accessing themembers-only section of www.rvda.org andgoing to the industry relations page. Thedocument is meant as a tool for negotia-tions and its use is purely voluntary. Here are some highlights.


Certified Green RV ProgramTRA Certification Inc. [email protected]: (800) 398-9282 Fax: (574) 264-0740TRA, the leading third-party green certificationcompany, through its “Certified Green RVProgram,” measures, evaluates, and certifiesRV manufacturers and verifies vendors forenergy efficiency and environmental friendli-ness. This program empowers dealers to guideenvironmentally-conscious consumers inmaking better-informed decisions about theirRV purchases, leading to increased customersatisfaction.

––––––––––––––––––––––––––––––––––––––––

Credit Card ProcessingBank of America Merchant Services https://[email protected](678) 784-0567Bank of America Merchant Services offersRVDA members an annual savings averaging10-to-15 percent on each Visa and MasterCardswipe transaction. Advanced equipmentprovides fast authorization, around-the-clocksupport, and improved funds availability forthose with a depository relationship with thebank.

––––––––––––––––––––––––––––––––––––––––

Disability Income Insurance/ Paycheck Protection BenefitsAmerican Fidelity [email protected](877) 967-5748, Ext. 8699Dealerships can provide disability insurance toprovide security for a portion of an employee’spaycheck in the event they are unable to workdue to a covered accident or illness.

––––––––––––––––––––––––––––––––––––––––

Emergency Roadside and TechnicalAssistanceCoach-Netwww.coach-net.comdealersales@coach-net.com(800) 863-6740Coach-Net provides emergency roadside andtechnical assistance solutions to RV dealersthroughout the U.S. and Canada and for manyRV and chassis manufacturers, RV clubs, andcustomer membership groups. Coach-Netprovides dedicated service using over 150employees with advanced communicationstechnology tools combined with an extensivedatabase of more than 40,000 serviceproviders. The company employs trainedCustomer Service Agents and RVDA-RVIA/ASEMaster Certified Technical Service Agents.

––––––––––––––––––––––––––––––––––––––––

Employee TestingCaliper Corp.www.calipercorp.comRalph [email protected](609) 524-1214

For nearly a half-century, Caliper has consultedwith over 25,000 companies on improvingevery aspect of their workforce – from hiringand selection to employee development andsuccession management. Starting withaccurate, objective insights our consultantsgain from our time-tested personality assess-ment, the Caliper Profile, we are able to helpour clients reduce the high cost of turnover,help first-time managers excel and create solu-tions that are tailored, practical and adaptable.Whether you are looking to hire topperformers, develop talent, build teams ortransform your organization, we can help.

––––––––––––––––––––––––––––––––––––––––

Extended Service AgreementsXtraRide RV Service AgreementProgramwww.protectiveassetprotection.com(800) 950-6060, Ext. 5738The XtraRide RV Service Agreement Program isoffered through the Asset Protection Divisionof Protective Life Insurance Company. Theprogram has been exclusively endorsed byRVDA since 1992. The XtraRide programs andF&I solutions bring dealers increased profitopportunities while providing quality protectionfor their customers. Protective is dedicated toproviding the RV industry with superiorproducts and services given its ability to under-write, administer, and market its ownprograms.

––––––––––––––––––––––––––––––––––––––––

Health Insurance Mass Marketing InsuranceConsultants, Inc. (MMIC)http://www.mmicinsurance.com/RVDA/[email protected](800) 349-1039MMIC contracts nationally with a number ofhealth insurance companies to provide a widevariety of benefits. MMIC creates a customizedinsurance program best suited for individualdealerships. Coverage is available to individualmembers and those firms with two or moreemployees. With group coverage, all active full-time employees are eligible. Spouse anddependent children under age 19 (23 if full-time student) are also eligible. The cost of thecoverage for the RVDA program may be paidin whole by the employer or shared with theemployees. However, the employer’s contribu-tion must be at least 50% of the total cost.

––––––––––––––––––––––––––––––––––––––––

Lead Qualifier ProgramCustomer Service Intelligence, Inc.(CSI)[email protected](800) 835-5274The Scene: High Inventory-Low Sales. TheNeed: MORE SALES-New methods to meetcircumstances. The Solution: CSI’s LeadQualifier Program. How it Works: Your salesleads are sent to CSI immediately following:initial contact with your sales staff – either inthe showroom or by phone, website contact,

Go RVing leads, and anywhere else you mightacquire leads. CSI then makes a personalphone call to each lead, captivating their atten-tion before your competitor does and estab-lishing impressive rapport! We will uncover theprospect’s initial impression of your dealershipand staff; fully qualify the lead including exactneeds and time frame for purchase; andprovide you with their DEAL MAKER!

––––––––––––––––––––––––––––––––––––––––

Pre-owned RV Appraisal GuidanceN.A.D.A. Appraisal Guides & [email protected](800) 966-6232, Ext. 235The N.A.D.A. RV Appraisal Guide is an essen-tial tool for dealers needing to determine theaverage market value for used RVs. A newonline program, RV Connect, is also availablethat provides updated RV values, createscustom window stickers for both newer andolder RVs, and more. These products are allavailable at the RVDA “members only” rate.

––––––––––––––––––––––––––––––––––––––––

Propane and Propane SuppliesSuburban [email protected](800) 643-7137Suburban Propane offers discounts to RVDAmembers on propane along with attractive andsafe equipment for refilling most any propanecylinder, 24-hour service, on-site “Train theTrainer” instruction for dealership personnel,signage, and a periodic review of fillingstations by experienced safety experts.

––––––––––––––––––––––––––––––––––––––––

RVDA/Spader 20 GroupsSpader Business [email protected](800) 772-3377RVDA/Spader 20 Groups managed by SpaderBusiness Management help dealers improvetheir management skills, recognize markettrends, and solve problems. The groups includenon-competing dealers who share experiencesto develop best practices.

––––––––––––––––––––––––––––––––––––––––

Shipping DiscountsPartnerShip, LLChttp://partnership.com/[email protected](800) 599-2902The RVDA Discount Shipping Program,managed by PartnerShip, provides RVDAmembers with substantial shipping discounts.RVDA members who enroll in the free programwill save on small package shipments withFedEx and less-than-truckload (LTL) freight ship-ments with UPS Freight and Con-way Freight.Visit www.PartnerShip.com/79rvda for moreinformation and to enroll.

RVDA Endorsed Products

Visit www.rvcareers.orgRV dealers can access resumes and post jobopenings through a partnership withBoxwood Technology at www.rvcareers.org.

27JULY 2013

RV EXECUTIVE TODAY

A World of Training

ADP Lightspeed

AFC

AIRXCEL – RV Group

Alde

Ally Financial

American Guardian Group of Companies

America’s RV and Marine Auction

Auction123.com

Bank of America Merrill Lynch

Bank of the West

Blue Ox

Carefree of Colorado

Cequent Performance Products

Certified Earth Friendly TechnologiesCorp

Coach-Net/National Motor Club

Coast Distribution System

Cruiser RV, LLC/DRV, LLC

CURT Manufacturing, LLC

DealerVu

Diversified Insurance Management

Dometic, LLC

EasyCare RV

�EverLogic, Inc. dba EverLogic

Fairview Fittings & Mfg., Inc.

Forest River

GE Capital

Girard Systems

I.C.E. Signs

IDS - Integrated Dealer Systems

KZ RV LP

Lance Campers Manufacturing Corp.

Leisure Travel Vans / Triple E RV

Livin Lite Recreational Vehicles

Manheim Specialty Auctions

Marine One Acceptance Corp.

Marzahn & King Consulting

MBA Insurance, Inc.

Medallion Bank

Merrick Bank

�Mobile Outfitters a Division of Lippert Components, Inc.

MOR/ryde International

Mouse Free

NADAguides & NADAguides.com

NWAN/National Automotive Experts

NCompass RV

Northpoint Commercial Finance, LLC

NTP Distribution

Nukleus

Open Range RV Company

Pacific Coachworks, Inc.

Parallax Power Supply A Division ofConnecticut Electric, Inc.

Pettes & Hesser, Ltd.

Polk

Priority One Financial Services, Inc.

ProResponse

Protective

Quantech

Reed Brothers Insurance

Reese

Roadtrek Motorhomes, Inc.

Robert Weed Plywood Corporation

�RV DealerPro Training

RV Trader

RV Pro Magazine

RVM Promotions

RVT.COM Classifieds

Segway, Inc.

Sobel University

Spader Business Management

�Stag-Parkway, Inc.

Statistical Surveys, Inc.

Studio5@Mudd Advertising

Systems2000

TCF Inventory Finance, Inc.

Tekonsha

United States Warranty Corporation

UVS Junction

Velvac Inc.

�Wheeler Advertising

Wilkin Marketing, Ltd.

Williams and Stazzone Insurance Agency

Wolters Kluwer Financial Services

�Zamp Solar, LLC

EXHIBITORS as of June 20

Bold Partners

Red Sponsor

� Proprietary Workshop

Vendor Training +plus

Blue New Exhibitor

28

JULY 2013 29


M E M B E R S H I P A P P L I C AT I O N

Date: ____ /____ /____

Name ________________________________________________________________________________________________________

Company ____________________________________________________________________________________________________

Address _____________________________________________________________________ P.O. Box ____________________

City______________________________________________________ State ____________________ Zip______________________

Phone __________________________________________________ Fax ________________________________________________

Email ____________________________________________________ Website __________________________________________

MEMBERSHIP DUES* DUES AMOUNT

RV dealer (rolling stock retailer-$499)* ______________Rental association (RV rental only -$230) *Dealer members add $140 ______________Aftermarket (RV service, parts & accessory retailer only) - $224 ______________Branch membership of RVDA member (each additional location - add $299) ______________*(California dealers add $200 for CalRVDA membership) ______________*(Arizona dealers add $129 for ARVDA membership) ______________

Total enclosed: ______________

METHOD OF PAYMENTq Check (payable to RVDA) q VISA qMC q AMEX q DISCOVER

Card # __________________________________________________ Exp. date ______________ Security code ______________

Cardholder________________________________________ Signature ________________________________________________

Sponsor's name (if applicable) ________________________________________________________________________________

MAIL THIS APPLICATION TO: RVDA, 3930 University Dr., Fairfax, VA 22030-2515 or FAX to (703) 359-0152 • [email protected] about RVDA benefits? Call our member service hotline: 1-888-687-7832 or go to www.rvda.org

RVDA dues are not tax deductible as a charitable contribution; however, dues may be deductible as an ordinary business expense.

31JULY 2013

32

Visitwww.rvda.orgfor moreinformationand to registertoday!

Experience THE POWER of Educationat the 2013 RV Dealers International Convention/Expo!

Sept 30 - Oct 4 2013Rio All-Suite Hotel & CasinoLas Vegas

NEW for 2013!––––––––––––––––––—–

Specialized product and service sessions by vendorswill give your staff more time to build skills and tacklenew technology. Spend quality time learning fromyour business partners and be more productive! It’sincluded in your full registration fee and is alsoavailable at a special low rate for staff who can onlyspend a day or two away from the dealership.

Special events tailored to young RV execs,including chances to network, socialize, and learn inways that meet your unique needs. And you’ll alsolearn why the industry needs YOU!

Attend the 2013 RV DealersInternational Convention/Expo for:Topics and tracks for all dealership personnel:A new series of workshops for service writers/advisors,marketing and sales staff, F&I professionals, parts andservice managers, and rental operations.

RV Learning Center workshops with more waysto learn, including roundtable discussions to fosterpeer-to-peer learning.

Motivation to help you lead your staff to newlevels of productivity.

Business opportunities in the Expo: Meet morethan one hundred manufacturers, vendors, andsuppliers who can help you find products and servicesto solve problems and boost your profits. ––––––––––––––––––——————————————–

THE Dealer Networking Event of the Year: Your best opportunity to trade ideas, share concerns,and brainstorm with peers who care about thedealer’s role in our industry. RVDA brand committeemeetings are considered one of the best ways tonetwork with peers.

Follow the convention on:

Presented by:

$599 for first dealership registrant

$549 per each additional registrant

If you’ve registered for the convention and want tobring employees to attend just the Vendor Training +plusprogram, they can register for that program for $179per person. The Vendor Training +plus badge will alsoget the holder into the Expo on Tuesday, Oct. 1.

RVDA Dealer Members Only – Expires 8/30/13

ADVANCED REGISTRATION RATE

33

DEALER REGISTRATION FORM1. Registration Information. Please copy this form if adding registrants.

2. RVDA Dealer Member Registration Fees:

3. Payment Information:

Sept 30 - Oct 4, 2013Rio All-Suite Hotel & Casino

Las Vegas

Company Name ______________________________________________________

Phone ____________________________ Fax ______________________________

Address ____________________________________________________________

City______________________________ State/Prov ________ Zip/PC____________

Email ______________________________________________________________

Name on Card _________________________________ Card #_______________________ Expires___________ Security Code _______

Billing Address _________________________________ City _________________________ State/Prov ________ Zip/PC_____________

� Full Amount or � Easy Pay (credit card only: 3 equal installments willbe charged to your credit card, first on date received, then at 30 and 60 days).If neither box is checked you will be charged the full amount in one payment.

� Check enclosed

Charge my: � VISA � MasterCard � Amex � Discover

First registrant locks in today’s lowest rate for all future dealership personnel! Advanced Late Amountby 8/30

First Registrant – includes Vendor Training +plus, a $179 value! $599 $799 $

Registrant Name ____________________________________________ Email ______________________________________________

Badge First Name ___________________________________________ Please check here if you require special accommodations. �Second Registrant – includes Vendor Training +plus, a $179 value! $549 $799 $


Badge First Name ___________________________________________ Please check here if you require special accommodations. �Third Registrant – includes Vendor Training +plus, a $179 value! $549 $799 $


Badge First Name ___________________________________________ Please check here if you require special accommodations. �

Non-Member Dealer – includes Vendor Training +plus, a $179 value! $999 $


Badge First Name ___________________________________________ Please check here if you require special accommodations. �

I would like to add a contribution to the RV Learning Center to promote education for our industry.* $

Dealership must have one full convention registrant to bring additional employees JUST for Vendor Training +plus.The cost for Vendor Training +plus is $179 per person and includes training on Monday, Sept. 30 and Tuesday, Oct. 1,plus Tuesday’s reception in the Expo. Photocopy this form to add more registrants for Vendor Training +plus.

MAIL OR FAX A COPY OF THIS FORM TO: RVDA of America, 3930 University Drive, Fairfax, VA 22030-2515 • (703) 591-7130 • Fax: (703) 359-0152 • www.rvda.orgRVDA of Canada, 204-6411 Buswell St, Richmond, BC V6Y 2G5 • (604) 718-6325 • Fax: (604) 204-0154 • www.rvda.ca

CANCELLATION / REFUND POLICY: All cancellations must be in writing and received by August 30, 2013, to qualify for a refund. A $30 administrative fee will bededucted from each refund request received by July 31, 2013. A $100 administrative fee will be deducted from each refund request received between August 1, 2013and August 31, 2013. No refunds will be made after August 31, 2013. *The RV Learning Center is a tax-exempt organization as described in section 501(c)(3) of theInternal Revenue Code. Contributions may be tax deductible as charitable donations.

TOTAL $

ONLY

Name _________________________________ Badge First Name__________________ Email _____________________ $Name _________________________________ Badge First Name__________________ Email _____________________ $


Follow the convention on:

Presented by:

Experience THE POWER of EducationAt the 2013 RV Dealers InternationalConvention/Expo you’ll find:

• NEW – Vendor Training +plus will giveregistrants the opportunity for extended trainingduring the first day and a half of the convention, andit’s included in the regular registration fee.

• Opening general session speaker Ross Shafer will helpdealers implement Customer Empathy™ to win long-term customer loyalty. He’ll also share his philosophyon success and motivation – as popularized in hisbook “Nobody Moved Your Cheese”– during a follow-up session.

• Social and education sessions specifically designed foryoung executives

• How-to sessions on reaching customers throughtechnology

• A full range of products and services to help you makemore money and operate more efficiently

• RV brand committee meetings for many manufacturers

• Networking events to catch up with your industrycolleagues

VISIT WWW.RVDA.ORG FOR MORE INFORMATION & TO REGISTER.

AVAILABLE

2013 PARTNERSSEPT 30 - OCT 4 RIO ALL-SUITE HOTEL & CASINO

LAS VEGAS

Name: ______________________________________________________________________Company: __________________________________________________________________Address: ____________________________________________________________________City: __________________________________________State: _____ Zip:____________Phone: ___________________________________ Fax:______________________________Email: ______________________________________________________________________Dealer website: ____________________________________________________________

Fax to (703) 359-0152, or mail to RVDA, 3930 University Dr., Fairfax, VA,22030. For more information, visit www.rvda.org or send an email [email protected]

Please enroll _____ dealership(s) at $225 each.Make checks payable to RVDA. q Check here for leads delivered by U.S. mail.Credit card (circle): VISA MC DISCOVER AMEX Credit card #: ___________________________________________ Exp. date: ________Cardholder: ________________________________________Security code: ________Signature: __________________________________________________________________

Get on board with Go RVing! Return this form TODAY!

37

August 2013

Department Tasks:Dealer/General ManagerD-1 Department Managers MeetingD-2 Change AdsD-3 Check Go RVing LeadsD-4 Review Department ActivityD-5 Review Numbers

RentalsR-1 Review R.O.’sR-2 Check Rental ContractsR-3 Review Repairs NeededR-4 Place AdsR-5 Department Meeting

F & IF-1 Check On Outstanding TitlesF-2 Check Distress TitlesF-3 Log DealsF-4 Review LogF-5 Review Pricing PoliciesF-6 Department Meeting

Parts & AccessoriesP-1 Check Replacement Parts OrdersP-2 Check Weekly Parts OrdersP-3 Change DisplaysP-4 Review All R.O.’s - Make Sure Parts

Are ListedP-5 Review NumbersP-6 Department Meeting

SalesS-1 Check Internet LeadsS-2 Check InventoryS-3 Change DisplayS-4 Customer Follow UpS-5 Review R.O.’s on DealsS-6 Department Meeting

ServiceSV-1 Check Outstanding WarrantiesSV-2 Review All Carryover R.O.’sSV-3 Review NumbersSV-4 Review Actual vs. Flat Rate TimeSV-5 Department Meeting

SUN MON TUE WED THU FRI SAT

4 5 6 7 8 9 10

11 12 13 14 15 16 17

18 19 20 21 22 23 24

RV Executive Today spoke with dealers to recreate themonthly calendar to make it more useful in planningyour month. Use the checklists below to track eachdepartment’s progress. If you have comments or sugges-tions, please e-mail the editor at [email protected].

25 26 27 28 29 30 31

1 2 3

* Make copies of the calendar above for each department to track progress. JULY 2013


Ally800-814-8842. . . . . . . . . . . . . . . . . . 12

A World of Training866-238-9796. . . . . . . . . . . . . . . . . . 15

American Guardian800-579-2233. . . . . . . . . . . . . . . . . . . 2

Bank of the Westwww.bankofthewest.com . . . . . . . . . 17

Diversified Insurance Management Inc.800-332-4264 . . . . . . . . . . . . . . . . . . 3

GE800-289-4488 . . . . . . . . . . . . . . . . . . 4

IDS 800-769-7425. . . . . . . . . . . . . . . . . . 24

MBA Insurance Inc.800-622-2201. . . . . . . . . . . . . . . . . . 19

Protective888-326-0778 . . . . . . . . . . . back cover

PRVCA Pennsylvania RV Show888-303-2887. . . . . . . . . . . . . . . . . . 25

RVT.com888-928-0947. . . . . . . . . . . . . . . . . . 23

Sobel University 253-565-2577. . . . . . . . . . . . . . . . . . 20

Spader800-772-3377. . . . . . . . . . . . . . . . . . 21

Systems 2000407-358-2000 . . . . . . . . . . . . . . . . . 13

ADVERTISERS INDEX

RVDA Welcomes Our Newest Members

Dealers

Flagg RV CenterWest Boylston, MA

Smith’s RVsOkoboji, IA

TechnicianCertificationSelf-StudyPrep Course

FRVTA’s DistanceLearning Network -Training for EveryPosition at YourDealership

CustomerServiceTrainingthroughFRVTA’s DLN

Service Writer/AdvisorTrainingthroughFRVTA’s DLN

ONGOING ONLINE EVENTS:

Don’t see your events listed? Visit

www.rvtrainingcalendar.comto upload your events to the

calendar.

As of June 20, 2013

Rvda july rvet 2013 final

Documents

Transcript of Rvda july rvet 2013 final