RVDA DEALERSURVEY: Sales Roll Continues

SEPTEMBER 2014

Go RVing Partner Sports Illustrated Broadcasts Football Coverage From RV page 32

Sales RollContinues

RVDA DEALER SURVEY:

page 10

pages 20-24

Pickups GetMore TowingCapacity page 12

Don’t KillYour ServiceProfits

page 27

LATESTADDITIONS TOCONVENTIONSCHEDULE

6 Looking ahead 7 Chairman’s report 8 Officers, directors, and

delegates 9 Industry trends

35 Mike Molino RV LearningCenter contributors

36 RVDA endorsed products38 RV industry’s training calendar38 Advertisers index

C O N T E N T S September 2014

IN EVERY I S SUE :

10 Dealers Optimistic that Healthy SalesGrowth Will Continue

A majority of dealers say towable and motorhome salesare as good as or better than a year ago and plan to ordermore units during the second half of 2014.

12 Heavy-Duty Pickups Adding Towing Capacity The pickup titans are at it again, boosting towing capacity

significantly and phasing in a common towing standard.

14 Some Organizations Aren’t Ready forEmployee Training – Are You?

Blaming the economy – whether it’s weak or booming –is just a convenient excuse for failing to provide employeetraining. Ditch the victim mentality.

16 Business Transition Planning Best Practices Procrastination is not the business owner’s friend. You

need a transition plan in place at least three to five yearsbefore you leave.

27 4 Mistakes that Kill Service Profits Sure, your sales department is on fire, but are you still

making these four profit-killing mistakes?

20-29 Convention Update Check out the latest additions to the workshop schedule,

Partners In Progress roster, exhibitor list, and VendorTraining +Plus list.

30 Maybe It’s Time to Rethink Your AAAArbitration Clause

Businesses that specify the American ArbitrationAssociation’s rules in the arbitration clauses of theirconsumer contracts will have to pay a hefty new fee tohave the AAA arbitrate their claims.

5SEPTEMBER 2014

31 RVDA Member News

32 Sports Illustrated Teams Up with Go RVing

A L S O :

21%

79%Yes

No

10

12

14

30

27

20-29

6 RV EXECUTIVE TODAY

A s a member of RVDA, you haveaccess to a line of RVDA-endorsed

products and services that can help yourdealership save time and money andprovide some peace of mind.

Many people ask me how a product orservice earns RVDA endorsement. Someproducts and services, such as Protective’sXtraRide extended service agreement,Spader Business Management’s 20Groups, Caliper’s employee testing, andAmerican Fidelity’s disability incomeinsurance, have carried the RVDAendorsement for decades. These compa-nies have demonstrated a strong trackrecord of serving and supporting dealersand this association.

More recent programs, such as Coach-Net’s Emergency Roadside AssistanceProgram, TRA Certification’s CertifiedGreen RV Program, and SuburbanPropane’s propane and propane suppliesare first reviewed by the RV AssistanceCorp (RVAC) Board of Directors, chairedby Tom Stinnett, and then approved by thefull RVDA board of directors. It’s a highbar to reach – these programs have to passmuster with a number of experienceddealer volunteer leaders before receivingthe RVDA endorsement.

Many of the programs providediscounts for RVDA members – NADAGuide’s Pre-owned RV Appraisal Guide,Bank of America Merchant Card Services’credit card processing, and Partnership’sshipping program give RVDA memberdealerships special pricing.

In addition to discounts for memberdealerships, RVDA-endorsed companiesprovide financial support to the associa-tion, which has allowed RVAC tocontribute a total of $38,000 to the MikeMolino RV Learning Center over theyears. For a complete list of RVDA’sendorsed products and services and moredetails, see page 36.

Associate members areimportant

Of course, RVDA also has morebusiness partners that hold associatemembership in the association.

Associate members are the companiesthat want do business with dealers andsupport all types of association activities.

I want to especially thank the conven-tion partners, sponsor exhibitors, LearningCenter contributors, and advertisers in thismagazine. Some of their leaders serve withdealers on committees that help make thisindustry better. Many serve on jointboards or committees with RVDA andRVIA, such as the RVDA-RVIATechnician Certification Governing Boardand the Go RVing Coalition.

As part of the new RVDA websitedesign, associate members are easier tofind than ever by clicking on the “FindAssociate Members” box on the front pageof www.rvda.org. You can search bybusiness name or by business category. Wealso regularly run lists of associatemembers by category here in RV ExecutiveToday.

As your dealership grows or yourbusiness needs change, I encourage you tolook first at the companies that supportdealers and your association.

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 18, Issue 9

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

MIKE MOLINO RV LEARNING CENTER STAFF Karin Van DuyseChief

Liz FlemingEducation Coordinator

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

“Associate members are thecompanies that want dobusiness with dealers andsupport all types ofassociation activities.”

Business Partners Make a Difference forRVDA and DealersBy Phil Ingrassia, CAE, president

7SEPTEMBER 2014

The 2014 RVDA convention is just around the corner,and I hope you’ll take a moment today to register your

key employees so they can get the tools and training theyneed to stay competitive. Learning new things andgrowing one’s competency is a must in this ever-changingbusiness. And this year’s convention may well be the mostcomprehensive and well-rounded ever, because it offersadvanced education in all aspects of our business.

I fully appreciate the cost of sending people to theconvention – airfare, lodging, and food all add up. Butwhere else can we go for such a complete, one-stop storeof knowledge?

I’ve been checking out some of the scheduled work-shops that are described on RVDA’s special conventionwebsite (www.rvda.org/convention), and here’s one thatparticularly caught my interest – speaker Don Bielen’s“Beating the Odds: Crafting a Successful LifetimeBusiness Strategy.” I’ve always thought of myself as thecurrent steward of Campers Inn. It was my parents’ dreamthat the family business they worked hard to create wouldcontinue to be passed along to future generations, and I’mdetermined to see that happen. So I’ll be very interested tohear Bielen’s advice on successorship planning.

I’m also looking forward to our keynote speaker, DougLipp, because he once headed up Disney’s training teamand is now an internationally recognized expert oncustomer service. If you’ve been to any of the Disneyparks, you know how smoothly and consistently every-thing runs. That doesn’t just happen by chance. I want tohear more about how Disney makes it happen.

In Lipp’s presentation, “Even Monkeys Fall fromTrees: Learn from Mistakes and Embrace Change,” he’lltalk about how the best companies aren’t afraid of changeand accept the need to constantly evolve. And here’s abonus: Lipp knows about the RV lifestyle, being an RVowner himself. He’ll share some real-life anecdotes andstrategies that dealership personnel can relate to.

So mark the dates (Nov. 10-14), register youremployees, and invest in your future. The only regret youmight have is that you didn’t bring enough people.

You can’t be a great manager ifyou’re not a good coach

If there’s one nugget of advice that I’d like to leavewith you, it’s the importance of creating an environmentwhere employees feel they can make a difference. The

most important thing I try to do every day is to help ourteam members feel good about the contributions they’remaking. You must show the connection between theirwork and the organization’s mission and objectives. Helppeople grow. When you’re vested in your employees,they’ll take your company farther than you may ever haveimagined.

Employees value learning and career developmentabove most other aspects of a job, but many managersdon’t understand this. A manager needs to be supportiveand actively involved with employees or they become disil-lusioned. A disillusioned employee seldom meets thecompany’s objectives.

Here are a few suggestions forsupporting your employees:1. Listen with the intent of understanding. Turn off the

voice in your head and listen with an open mind andan open heart. The open mind inspires creativity andthe open heart shows you genuinely care.

2. Ask, don’t tell. The path to employee growth is to helpthem develop their own solutions. Allow them toarticulate their goals and challenges and find their ownanswers.

3. Follow through with your commitments. Perhapsyou’ve encouraged a technician to pursue advancedtraining. If you never actually schedule the training,you’ll break trust with that individual. If that person’sdevelopment always ends up taking a back seat toother things, he’ll draw his own conclusions.

4. Build employee accountability. Have an agreed-uponplan and a scoreboard.

All people work better when they’re energized, whentheir careers are advancing, their goals are being met, andthey know that management cares about them. When thathappens, everyone prospers.

So what does this have to do with the convention inNovember? Simply this: By taking your people to theconvention, you demonstrate that you’re invested in theirprofessional growth. Don’t you think thatcould have a profound effect on their attitudeand motivation?

Let this year’s “Passport to Excellence” bethe start of something great!

The Start of Something Great? By Jeff Hirsch, chairman

CHAIRMAN’S REPORT


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

1st Vice ChairmanJohn McCluskeyFlorida Outdoors RV CenterStuart, FL(772) [email protected]

2nd Vice ChairmanBrian WilkinsWilkins R.V. Inc.Bath, NY(607) [email protected]

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

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

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

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

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

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

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

DELEGATESAlabamaRod WagnerMadison RV SupercenterMadison, AL (256) [email protected]

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

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

ArkansasMichael MoixMoix RV SupercenterConway, 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]

FloridaRob RothenhauslerOcean Grove RV SupercenterSt. Augustine, FL(904) [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]

MaineLinda MailhotSeacoast RVSaco, ME(207) [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 & ServiceInc.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]

MissouriTed EvansMid America RV Inc.Carthage, MO(417) [email protected]

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

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

NevadaBeau DurkeeCarson City RV SalesCarson City, NV(775) [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]

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

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

VACANTHawaii

AT-LARGEBob BeenAffinity RV Service Sales &RentalsPrescott, AZ(928) [email protected]

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

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

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

Scott LoughheedCrestview RV CenterBuda, TX(512) [email protected]

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

Adam RuppelWebster City RV Inc.Webster City, IA(515) [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]

Larry Troutt IIITopper’s Camping CenterWaller, TX(800) [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]

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 SupercenterMadison, AL(256) [email protected]

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

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

RVDABOARDS: OFFICERS,DIRECTORS,&DELEGATES

9

May marked the second consecutive month when retail sales oftowable RVs by U.S. and Canadian dealers exceeded the number of

units shipped from factories to dealerships across North America,according to data gathered by market research firm StatisticalSurveys/The Thrive Group. As a result, the May inventory index fortowables was 110.4, and in April, it was 103.5.

North American retail sales for towables alsoexceeded wholesale shipments in May and April of2013, when the inventory indices were 128.9 and106.8 respectively.

Meanwhile, wholesale deliveries of motorhomesexceeded North American retail sales in May,following an April during which retail exceededwholesale. Motorhome retail in North Americanduring May 2013 also exceeded wholesale.

The 33,940 towable RVs retailed by U.S. andCanadian dealers during May actually represent a7.3 percent decline when compared with the 36,600units sold to North American consumers in May2013. (U.S. towables retail sales were up 1 percent in May and 5 percentduring the first five months of this year, while Canadian towable saleswere down 26 percent in May and were down 18 percent year-to-date.)Wholesale shipments of towables were up 8.3 percent in May to 30,753units, compared with 28,400 units delivered to dealerships in May 2013.

In the case of motorhomes, 3,924 units were retailed in May, a 3.6percent increase over the 3,789 units sold in May 2013. Meanwhile,motorhome shipments increased a robust 21.2 percent to 4,486 units inMay, compared with 3,700 units shipped during May 2013. (U.S.motorhome retail sales were up 2 percent in May and 13 percent duringthe first five months of this year, while Canadian motorhome sales wereup 3 percent in May but were down 2 percent year-to-date.)

Walworth will present “How to Understand Today’s Market Trends” withhis colleague Scott Stropkai on November 12 at the RVDA Convention. Formore information, contact Tom Walworth at (616) 281-9898. The ThriveGroup is a 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

130

MAYAPRMARFEBJAN

40

60

80

100

120

2014

2013

MAYAPRMARFEBJAN

88.3

98.7

128.9

80.5

110.4

80.1

TOWABLES

90.3

76.3

100.4102.4

87.5 80.9

MOTORHOMES

YTD

YTD

2013 2014

2013 2014

Towables Retail Exceeds Wholesale Volume for Second Consecutive Month By Thomas Walworth, Statistical Surveys/The Thrive Group

INDUSTRY TRENDS

When the RVInventory Index isbelow 100, there’san expansion ofdealer inventories.When the index isabove 100, there’sshrinkage. If theindustry sold a unitat retail for everyunit delivered atwholesale, the RVInventory Indexwould be 100.

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

Take Advantage of Your RVDA WebsitesThe RVDA, Mike Molino RV Learning Center andconvention websites are the dealership employee’scomplete online resources. These innovative, inter-active websites provide easy access to the criticalresources that assist dealers and their employees inrunning the dealership effectively. Visit both sites todownload fact sheets on dealership best practicesor the latest retail statistics, search the listings oftraining opportunities, and purchase CD-ROMs,publications, videos, or webcasts to enhance yourdealership’s knowledge. RVDA member dealershipsand any of their employees can have 24/7 accessto most of RVDA’s dealer specific information.Make www.rvlearningcenter.com, www.rvda.org andwww.rvda.org/convention your first source for all dealership information.

SEPTEMBER 2014


RVdealers generally feel good about the size oftheir inventories, and two-thirds plan to order

as many – or more – new RVs during the second half ofthis year than they did during the second half of 2013,according to an RVDA survey taken in August.

Twenty-eight percent of survey respondents plan toorder more units during the second half of this year,and 38 percent plan to order the same amount as theydid during the second half of 2013. Seventeen percentplan to order fewer units, and another 17 percentwere undecided about their ordering plans for theremainder of 2014.

Concerning inventories, 75 percent of respondents

felt their inventory levels were just right for currentmarket conditions, while 18 percent believed theirinventories were too high, and 7 percent felt their inven-tories were too low.

The towable RV market was robust during the firsthalf of 2014 – almost 60 percent of respondents saidtheir towables sales were better than during the firsthalf of 2013. Only 10 percent said their towables saleswere worse, and 31 percent said they were about thesame as they were during the first half of 2013.

The motorhome market may not have been asstrong during the first half of this year, but nevertheless,36 percent of dealers said their motorhome sales were

Dealers Optimistic That Healt By Jeff Kurowski

45%55%Better

About the Same

31%

59%

10%Better

Worse

About the Same

41% 36%

23%

Better

Worse

About the Same

18%

75%7%

Just Right

Low

High

38%

28%17%

More

17%Less

Undecided

About the Same

RV Ordering Plans forSecond Half of 2014

compared tothe secondhalf of 2013

Is the Retail Market BetterThan a Year Ago?

How Are Motorhome SalesCompared With a Year Ago?

For Current Market conditions, Your Inventory is:

How Are Towable RV SalesCompared With A Year Ago?

T H E N U M B E R S

11SEPTEMBER 2014

better than during the first half of 2013, and 41 percentsaid their sales were about the same. Twenty-threepercent said their sales were worse.

Asked to rate the RV retail market as a whole, 55percent of the dealers who answered the August surveysaid it was in better condition than it was a year earlier,and 45 percent said it was about the same.

Inventory financing continues to be a non-issue,with 96 percent of survey respondents indicating thatenough wholesale credit is available and only 4 percentsaying there’s not enough.

In terms of retail credit, 79 percent of respondentssaid there’s an adequate amount available for their

customers, while 21 percent said there isn’t. Thoseresponses are only one percentage point different fromthe answers given a year ago.

The manufacturer open houses in Elkhart, IN,evidently are here to stay – 59 percent of dealersanswering the survey plan to attend the gatherings inNorthern Indiana this month, and 31 percent of respon-dents don’t plan to attend. Ten percent are undecided.

As for the National RV Trade Show in Louisville, 52percent plan to attend, 21 percent don’t, and 28percent are undecided. n

thy Sales Growth Will Continue

21%

79%Yes

No

4%

96%Yes

No

31% 59%Yes

No

10%Undecided

21%

52%Yes

No

28%Undecided

Is The Right Amount Of RetailCredit Available?

Is The Right Amount OfWholesale Credit Available?

Do You Plan to Attend theManufacturer Open Houses in

Elkhart in September?

Do You Plan to Attend theNational RV Trade Show inLouisville in December?

RV EXECUTIVE TODAY12

RHeavy-Duty PickupsAdding Towing CapacityBy Jeff Kurowski

RV dealers stand to winbig in the ongoing towingcapacity battle betweenFord and Chrysler. Theclash of the pickup titanswill benefit dealers andtheir customers in twoimportant ways:

• The auto industry isshowing that itremains committed tobuilding vehiclescapable of pulling themost popular RVmodels.

• RV dealers will eventu-ally get a clearerpicture of what towingcapacities really are,since the auto industrywill eventually follow acommon towingstandard.

The idea of imple-menting a commontowing standard came upin July when Fordannounced a new series ofcommercials that claim its2015 Super Duty F-450pickups have a “best inclass” towing capacity of

31,200 pounds – 6,500pounds more than its2014 model. The 2015 F-450 went on sale in July,and the TV commercialstouting its heightenedtowing capacity aired inconjunction with the kick-off of the college footballseason.

Earlier, Chryslersurprised Ford and otherpickup manufacturerswhen it said that thetowing capacity for itsRam 3500 heavy-dutypickup had been raised to30,000 pounds, up from22,750 pounds.

A towing capacity of30,000 pounds would bemore than enough to

safely tow a42-footKeystone

Raptor fifth wheel toyhauler, which weighs21,440 pounds fullyloaded, or a 46-foot, 6-inch Forest River Work &Play toy hauler fifthwheel, which comes in at24,090 pounds fullyloaded.

Chrysler alsoannounced in July that thetowing capacities for itsheavy-duty pickups,including the Ram 3500,will be determined fromnow on by testing doneaccording to Society ofAutomotive Engineers(SAE) standard J2807.

J2807 was supposed tobe the auto industry’stowing capacity standardbeginning with the 2013model year, but Toyotawas the only pickupmanufacturer to adopt it.As a result, the manufac-turers continued usingtheir own testing proce-dures for determiningtowing capacity, makingapples-to-apples compar-isons difficult.

Ford said it will buildits aluminum F-150pickup to conform toJ2807 because the 2015 F-150, which will becomeavailable at the end of thisyear, represents a fullredesign. The F-150 fallsin the light-duty pickupcategory. However, its2015 Super Duty models,which include the F-250through the F-550, willnot be built according toJ2807, because they areundergoing a “mid-cyclerefreshing,” and will notbe all-new.

The migration ofstandard J2807 to theheavy-duty truck segmentis important to RV dealersbecause an estimated 75to 80 percent of heavy-duty pickup owners usetheir vehicles for towing,as do 25 percent of light-duty pickup owners.

Many more light-dutypickups are sold in theUnited States than heavy-duty pickups. Last year,some 763,000 Ford F-150units were sold, comparedwith 232,000 Ford Super-Duty pickups. n

The adoption of a towing capacity standard by theheavy-duty truck segment is important to RV dealersbecause an estimated 75 to 80 percent of heavy-dutypickup owners use their vehicles for towing, as do 25

percent of light-duty pickup owners.

Auto Industry Isalso Phasing inTowing CapacityStandard

Ram 3500Ford F450

13SEPTEMBER 2014

J im Cora’s comment reveals thesecret behind the success of Disney’s

world famous employee developmentorganization, the Disney University –unambiguous leadership support.Unfortunately, the following two situa-tions are all too common in thebusiness world. Both reflect a passive,victim mentality that underminesemployee and organizational develop-ment. Both reflect the opposite ofCora’s comments and open the door tocompetitors.

Situation #1: “This weak economy iskilling me. Doing more with less is thename of the game. My budgets areslashed, and I have no wiggle room.”

The resulting attitude:• I don’t have the budget, time, or

people for training.• Why train employees – they’ll be

gone pretty soon.

Situation #2: “This booming economyis killing me. We’re barely fillingexisting orders. Plus, I can’t keep mygood people. They jump ship as soon assomeone else comes along waving alittle extra money.”

The resulting attitude:• I don’t have the time or people for

training.• Why train employees – they’ll be

gone pretty soon.


Some Organizations Aren’t Readyfor Employee Training – Are You? A Lesson from Disney University By Doug Lipp

“Marketing is thetime and moneyyou spend to get

people in thedoor. Training isthe investment

you make to getcustomers to come backand employees to stay. It

creates loyalty in both.”– Jim Cora, retired chairman,

Disneyland International

One situation represents a dying environment and theother a thriving environment. Yet there are surprising simi-larities between the resulting attitudes. The odds are goodthat organizations with either of these corporate attitudesdon’t have a history of providing useful employee training,supported by the top leaders.

The extremes of economic booms and busts will nevervanish, especially in the RV industry. Newer, lighter, andmore fuel-efficient down-sized trailers and motorhomesabound, yet the rollercoaster of economic boom and bustwill forever create considerable stress among leaders. Noone is immune. Leaders in government, business, religiousinstitutions, non-profits and start-up organizations all facesimilar challenges.

Boom and bust extremes force leaders to address thefollowing challenges:

• Doing more with less

• Keeping employees engaged and motivated

• Reducing employee turnover

• Improving customer service

• Differentiating from the competition

Differentiation is the ultimate goal – how to stand outas the employer-of-choice, vendor-of-choice, service-provider-of-choice or the whatever-of-choice.

Differentiating one’s business by doing more with less,motivating employees, and improving customer service isnow more of a constant than an anomaly. The anxiety andstress that used to be felt only during the extremes of boomand bust are now a daily reality for many.

So how does Disney University do it? With the FourCircumstances. Disney University founder Van Franceattributes Disney’s ongoing success to these factors thatkeep training from being viewed as a necessary evil. TheFour Circumstances are just another name for organiza-tional values. Specifically, they call for leaders to innovate,support, educate, and entertain.

Leaders must be innovative and comfortable with risk.Leaders must provide overt, enthusiastic and sustainedsupport. They should be cheerleaders of training!Employee education and development must be an indis-pensable component of the organization’s culture. Andemployee training – ranging from the front lines to theexecutive suite-must be entertaining, engaging and memo-rable, not boring and forgettable!

Things quickly get out of control when any of thesefour values is jettisoned and excuses start flying. Blamingthe economy is just a convenient excuse for not providingemployee training.

Van France, one of my Disney mentors, was a vocaland respected cheerleader for constantly providing relevantlearning opportunities for Disney’s employees. Over hisdecades of service, he challenged many Disney executiveswith this rant:

“The budget has become the scapegoat for everypossible negative action and rejection of any suggestion forimproving things. Cutting budgets is the coward’s way outof any problem.”

What kind of leader are you? n

15SEPTEMBER 2014

Excerpted from “Disney U: How Disney UniversityDevelops the World’s Most Engaged, Loyal andCustomer-Centric Employees”

“Leaders must be innovative andcomfortable with risk. Leadersmust provide overt,enthusiastic and sustainedsupport. They should becheerleaders of training.”


Business Transition Planning Best Practices By Donald Bielen, principal, MBA, CFP

I f you ask seasoned businessowners what their greatestconcerns are, they often say, “The

transition of my business,” or“Planning for my exit.” Most ownersage fifty and older struggle to definetheir long-term relationship withtheir business. Their most chal-lenging questions include:

• When and how should I plan forthe businesses’ transition, consid-ering my personal, business, andfamily goals and objectives?

• How can I realize value from myownership to satisfy my financialrequirements without crippling thebusiness in the long term?

• Are my successors adequatelyprepared to take over the business?If not, what are my options?

• How should the transition plan bestructured so that it’s fair and equi-table to the next generation whilestill maintaining family unity?

• Who is best suited to assist me inthis process?

Recognizing the need forbusiness transition planning is a farcry from actually knowing how to doit. Identifying what not to do is halfthe battle.

Aside from no planning at all,one of the most dangerous pitfalls ispresuming that a contingency plan(i.e. estate documents, buy/sell orshareholder’s agreement) constitutes atransition plan. In general, a contin-gency plan outlines what occurs inthe event of the owner’s unexpecteddemise or disability. Alternatively, a

living transition plan provides theroadmap for a planned disengage-ment of the owner, using a financiallysustainable process. The process mustensure a smooth transition of theoperations and leadership of theorganization.

How much do I need tosatisfy my financialrequirements?

Be careful not to overlook theobvious. Since the majority of thebusiness owner’s net worth is tied tothe business and related commercialreal estate, the transition plan musttake into account his or her financialrequirements relative to the busi-nesses’ capitalization and growthneeds. Detailed personal and corpo-

B U S I N E S S P L A N N I N G

continued on page 18

rate financial models that forecastcash flows and asset values over anextended period under a variety ofscenarios are critical for developing aviable transition strategy.

Businesses don’t operate in avacuum, and neither should anownership transition strategy. Youneed to consider the successor’s skillsand goals, plus various family roles

and relationships. You must alsoincorporate into the planning processthe interests and roles of the otherstakeholders, regardless of whetherthey’re active or inactive. These caninclude business partners, keyemployees, lenders, suppliers,customers, and other trusted advisors.Having a well-defined, written plancoordinating these components willincrease the chances of a successfultransition.

Proactive planningprevents pitfalls

Procrastination is not thebusiness owner’s friend. You shouldhave a transition plan in place at leastthree to five years before yourtargeted departure. When a companyis in growth mode, capital investmentis the classic priority. But when theowner is planning his or her transi-tion, the top priority is increasingbusiness and personal cash flows.These competing financial objectivesmean that you must budget proac-tively to strike a balance betweenpersonal and business requirements.

Avoid emotionallybased decisions

Emotions usually drive bad deci-sions. A prime example is allowing“blood” rather than talent to makedecisions about the company’s futureownership and management. It’s alsoimportant to note that successfulmanagers don’t necessarily makesuccessful owners. The keys are to beobjective, communicate often, and actin ways that build trust among thestakeholders. Decisions need to bemade early in the planning process sothat expectations can be managed.Owners don’t want to create unreal-istic expectations among familymembers or key employees.

A living transition plan is only asgood as its execution. It must bewritten, measured against its goals,and adjusted periodically to ensure itstays on course. Making sure that allstakeholders are informed and onboard will help maintain family unityand organizational loyalty – andensure the businesses’ continuedsuccess for years to come.

Donald Bielen, director of businessadvisory services at The Rainier GroupInc., has advised privately-held compa-nies on transition and succession plansfor 22 years. He’ll present “Beating theOdds: Crafting a Successful LifetimeBusiness Transition Strategy” on Nov.13 during the convention/expo. Formore information, visitwww.rvda.org/convention. n


continued from page 16

19SEPTEMBER 2014

The Next Big Thing…and How You Can Profitfrom It!(repeated), SureVista

Correct Track Suspension Alignment System – ARevolutionary New Product, Lippert Components

American-made Products: Information, Installation &Increasing Profit, B&W Trailer Hitches

Towing Safety System by AL-KO AxisAL-KO Axis, Inc.

Details to comeEvergreen RV

Thinking Outside the Box - Intent Livin Lite RV

Online Marketing Tools & Strategies to Drive Trafficto Your Inventory, Auction123.com

Finding the Profit in Cash TransaBrown & Brown Recreationa

Chassis Performance: Giving Your Stock Motorhomea High Performance Makeover, Blue Ox

Ordering Made Easy! CareFree’s Configurator, Carefree of Colo

TUESDAY 11/11

WEDNESDAY 11/12

THURSDAY 11/13

FRIDAY

11/10 8:00 a.m. - 12:00 Noon RVDA of Alberta Board of Directors meeting • 11:30 a.m. - 2:30 p.m. RVDA of America Board of Delegates

Partners in Progress meetings:

1 Partner

2:45 - 3:45 p.m.

4:00 - 5:30 p.m.

Partners in Progress meeting: KZ

Society for Certified RV Professionals Reception

8:15 a.m. - 1:00 p.m.

8:15 - 9:15 a.m.

9:30 - 10:30 a.m.

10:45 - 11:45 a.m.

12:00 - 1:00 p.m.

1:15 - 2:15 p.m.

8:15 - 9:15 a.m. Crossroads • 9:30 - 10:30 a.m. Jayco • 10:45 - 11:45 a.m. Heartland

2:30 - 4:00 p.m.

7:30 a.m.

4:00 - 8:30 p.m.

EDUCATION TRACKS: DEALER/GM SALES RENTA

9:00 - 10:00 a.m. Unlocking the Secret of VariableGross Profit, Chad Carr

Understanding and Preparing forthe Affordable Healthcare Act, Jeff Englander

Devil in the Rental Agre

Law & Diso Leslie Pujo

RV Rental M Randall Jerem

How to Desi the Maximum

High Perform People for Pr

Developing Relationship Peter Martin

Yelp Review Reputation,

Your Biggest I Experts Panel Alanko, Brad B

Details coming soon

DNA of a ChampionshipSales Team, Marc Wayshak

Championship Selling in the New Economy (repeated), Marc Wayshak

Championship Selling in the New Economy (repeat),Marc Wayshak

Managing Internet Leads in Today’s Marketplace (repeated),Tom King & Lisa Rockwell

Managing Internet Leads in Today’s Marketplace (repeat),Tom King & Lisa Rockwell

Driving Traffic! Alan Ram

Five Simple Strategies toSupercharge Your Business (repeated), Alan Ram

Five Simple Strategies to Supercharge Your Business (repeat),Alan Ram

Smell the Coffee and ThenClose Your Sale, George Dans

Details coming soon

Selecting & Engaging Millennials,Ricardo Roman

9 Ways to Become a Better Leader(repeat) Michael Rees

2:00 - 3:00 p.m.

10:15 - 11:15 a.m.

11:00a.m.-3:00 p.m.

Young Executives Special Session: Effectively Leading and Managing as aYoung Executive, David Spader

Beating the Odds: Crafting a SuccessfulLifetime Business Transition Strategy,Don Bielen

How to Understand Today’s MarketTrends, Tom Walworth and ScottStropkai

9 Ways to Become a Better Leader(repeated), Michael Rees

If You Fail to Train, You Train to Fail!,George Dans

Expo Open with Lunch Served in Both Halls

3:15 - 4:15 p.m.

RVBusiness Top 50 Awards Reception

Young RV Executives Reception Sponsored by Coach-Net

5:30 - 7:30 p.m.

4:15 - 5:30 p.m.

Early Bird Continental Breakfast 7:30 a.m.

RVDA of America Annual Meeting • RVDA of Canada Annual Meeting

Expo Open with Lunch Served in Both Halls

9:00 - 10:00 a.m.

10:15 - 11:15 a.m.

10:00 a.m. - 1:00 p.m.

1:00 - 2:00 p.m.

2:15 - 3:15 p.m.

3:30 - 4:30 p.m.

4:30 p.m.

7:30 a.m.

9:15 -10:15 a.m.

8:00 -9:00 a.m.

Early Bird Continental Breakfast

Compliance Education: Compliance: The Current Legal Landscape and How it Applies to You, Julie Becker-Myers and Courtney Hen

GENERAL SESSION: Even Monkeys Fall from Trees: Learn from Mistakes and Embrace Change, Doug Lipp

Early Bird Continental Breakfast

4:00 - 7:00 p.m. Expo Open with Reception in Both Halls • 7:00 - 8:30 p.m. RVDA of Canada Reception (open to all Canadians)

Compliance Education: Understanding Compliance Issues - and Solutions - with Back End Products, Chip Zyvoloski

Vendor Training +Plus:

8:00 a.m. - 5:00 p.m.

Leveraging Trends to Predict SalesALLY Financial

21*Subject to change

tional Diversification

The Next Big Thing…and How You Can Profitfrom It!(repeat), SureVista

Leadership Development for Your Dealership: Part 2Spader Business Management

Compliance: CFPB, Dodd-Frank & the DealershipAmerican Guardian Warranty Services

actions, al Insurance

Lippert Component’s Aftermarket ProgramLippert Components

Leadership Development for Your Dealership: Part 1Spader Business Management

Using New IDS Technology to Improve theCustomer Experience: Part 2, IDS

s New Product orado

Hydraulic Disc Brake ConversionsTitan Tire

Learn How Dealers Dominate Internet MarketingWheeler Advertising

Using New IDS Technology to Improve theCustomer Experience: Part 1, IDS

s lunch and meeting • 12:00 Noon - 5:00 p.m. RVDA of Canada Board of Directors lunch and meeting

0:15 - 11:15 a.m.s in Progress meeting: Skyline

• 12:00 - 1:00 p.m. Winnebago

AL SERVICE PARTS Sponsored by Coast Distribution System SOCIAL MEDIA/eMARKETING

Details: Drafting ements, Leslie Pujo

rder: RV Edition,

Market Trends, miah

ign Your Rental Fleet for m ROI, Randall Jeremiah

mance HR: Maximize rofits, Kathryn Carlson

Signature RV Service, Don Tipton Advanced Digital MarketingStrategies, Roger Vergara

Turn Your Service Department into aCash Machine (repeat), Bob Clements

Turn Your Service Departmentinto a Cash Machine (repeated), Bob Clements

Educating Your Customers through Parts & Service, David Foco

What Service Measurables ReallyMean, Don Tipton

Driving Your Service DepartmentTowards 100% Fixed Absorption, Chad Carr

7-3-4-6-The Combination for Successin RV Service, Chuck Marzahn

Details coming soon

Managing the Essential EightControllables for Record Profits, Don Reed

In Search of Technicians: Finding,Screening and Training the RightCandidates, Betty Mills

Achieve 100% Shop Productivityin 30 Days, Don Reed

Ignite Your Online Sales - How to SellMore RVs with eBay Motors, TracyAmato & Kevin Lorell

Developing & Maintaining CustomerRelationships through Social Media,Peter Martin

& Maintaining Customerps through Social Media,

n

Yes You CAN Be a ContentMarketing Rock Star, Evanne Schmarder

Sell More RVs by Dominating theSearch Engines, Tim Resnik,Sponsored by InteractRV

Successful Visual eMarketing,Evanne Schmarder

Social Media: Is Social Media a Fad?Harvey Fisher & Courtney Hennessey

Yelp Reviews and Your OnlineReputation, Peter Martin

s and Your Online Peter Martin

Advanced Social Media Strategies,Sheril Vergara

Managing the Essential EightControllables for Record Profits, Don Reed

Creating a High PerformanceParts Department, Bob Clements

Use Variable Pricing Strategies toMaximize Parts Profits, Chad Carr

Selling More Parts Right Now,George Dans

Details coming soon

Details coming soon

Details coming soon

Details coming soon

Issues & Challenges: Ask the l Discussion, Leslie Pujo, Bert acon & Scott Krenek

nnessey

EDUCATIONMATRIX

RV EXECUTIVE TODAY22

A World of TrainingADP LightspeedAdventure On EarthAirstream, Inc.AIRXCEL RV GroupAlde Corp

+ AL-KO Axis, Inc.Allied Recreation Group

+ Ally Financial+ American Guardian Warranty Services, IncAmerica’s RV and Marine AuctionAqua-Hot Heating Systems, Inc.Arrow Distributing, Inc.Atwood Mobile Products, LLC

+ Auction123.com+ B & W Trailer HitchesBank of the WestBison Coach

+ Blue OxBrasher’s Northwest Auto AuctionBrasher’s Sacramento RV, Marine &PowerSports Auction

+ Brown & Brown RecreationalInsurance

+ Carefree of ColoradoCirrus SolutionsCoach-NetCoast Distribution SystemCornerStone United, Inc.Covideo By EasyCareCrossRoads RVCruiser RV, LLCCummins Onan GeneratorsDealer Spike RVDiversified InsuranceManagement, Inc.Dometic CorporationDutchmen Manufacturing, Inc.EasyCare RVEEZ RV Products

+ EverGreen Recreational Vehicles, LLC

FleetwoodGE Capital CommercialDistribution FinanceGirard Systems/ProductsHeartland Recreational VehiclesHoliday RamblerHolland Bar Stool Co.

+ IDS - Integrated Dealer SystemsIHS AutomotiveInfinite Creative EnterprisesKeystone RV CompanyKZ RVLance Camper ManufacturingCorporation (LCMC)LIFESTYLE Luxury RV

+ Lippert Components, Inc.+ Livin Lite Recreational Vehicles, Inc.Marine One Acceptance Corp.Marzahn & King Consulting, Inc.MBA Insurance, Inc.Medallion BankMerrick BankMobile Sleep ComponentsMOR/ryde International, Inc.Mudd AdvertisingNADAguides & NADAguides.comNextGear CapitalNorthpoint Commercial Finance, LLCNTP DistributionNWAN/National Automotive ExpertsOmnia Group, ThePacific Coachworks, Inc.Parallax Power Supply - A Divisionof Connecticut Electric, Inc.Pettes & Hesser, Ltd.Phoenix American Warranty Co., Inc.PowerMax ConvertersProgress Mfg., Inc.ProtectivePullRite / Pulliam EnterprisesRainmaker Software

ReeseRiverside Travel TrailerRoadtrek Motorhomes, Inc.Robert Weed Plywood CorporationRV DealerPro TrainingRV PRO MagazineRV TraderRVDARVing Accessibility Group, Inc.RVM PromotionsRVmenu, LLCSebrite Financial Corp.Sobel University

+ Spader Business ManagementStag-ParkwayStatistical Surveys, Inc.

+ SureVista Solutions+ Sys2K / RV 123TCF Inventory Finance, Inc.TekonshaThor Industries, Inc.Thor Motor Coach

+ Titan TireU.S. Bank Recreation FinanceUnited States WarrantyCorporationUS Equity AdvantageWarrantech Automotive, Inc.

+ Wheeler Advertising, Inc.Williams and Stazzone InsuranceAgency, Inc.Wolters Kluwer Financial ServicesXantrex Technology / SchneiderElectricZamp Solar, LLC

Exhibitors as of August 12For information on exhibiting, please contact Julie Newhouse at [email protected]

Partners. . . . . . . . . . . . GreenSponsor . . . . . . . . . . . . OrangeVendor Training +Plus . . +New Exhibitor . . . . . . . Blue

KEY

AGENDA-AT-A-GLANCE*Sunday, November 911:30 a.m. - TBD RVDA of Alberta Golf Tournament

Monday, November 107:00 a.m. - 5:30 p.m. Registration desk open8:00 a.m. - 12 p.m. RVDA of Alberta Board of Directors meeting 11:30 a.m. - 2:30 p.m. RVDA of America Board of Delegates lunch &

meeting12:00 - 5:00 p.m. RVDA of Canada Board of Directors lunch &

meeting2:45 - 5:00 p.m. Vendor Training +Plus sessions2:45 - 3:45 p.m. KZ RV Partners in Progress meeting

Tuesday, November 117:00 a.m. - 5:30 p.m. Registration desk open8:15 - 9:15 a.m. Crossroads Partners in Progress meeting9:30 a.m. - 1:00 p.m. Vendor Training +Plus sessions9:30 - 10:30 a.m. Jayco Partners in Progress meeting10:45 - 11:45 a.m. Heartland Partners in Progress meeting12:00 - 1:00 p.m. Winnebago Partners in Progress meeting1:15 - 2:15 p.m. Concurrent workshops2:30 - 4:00 p.m. Opening General Session with Doug Lipp “Even

Monkeys Fall from Trees: Learn from Mistakesand Embrace Change”

4:00 - 7:00 p.m. Expo opens with reception in both halls7:00 - 8:30 p.m. RVDA of Canada reception

Wednesday, November 127 a.m. - 5 p.m. Registration desk open7:30 a.m. Early bird continental breakfast9:00 - 10:00 a.m. Concurrent workshops10:15 -11:15 a.m. Skyline Partners in Progress meeting10:15 -11:15 a.m. Concurrent workshops11:00 a.m. - 3:00 p.m. Expo Open with Lunch2:00 - 4:15 p.m. Concurrent workshops4:15 - 5:30 p.m. Young RV Executives reception5:30 - 7:30 p.m. RV Business Top 50 Awards reception

Thursday, November 137:00 a.m. - 5:00 p.m. Registration desk open7:30 a.m. Early bird continental breakfast9:00 - 10:00 a.m. Concurrent workshops10 a.m. - 1:00 p.m. Expo Open with Lunch10:15 -11:15 a.m. Concurrent workshops1:00 - 2:00 p.m. RVDA of America Annual Meeting1:00 - 2:00 p.m. RVDA of Canada Annual Meeting2:15 - 3:15 p.m. Concurrent workshops3:30 - 4:30 p.m. Concurrent workshops

Friday, November 147:30 a.m. Early bird continental breakfast8:00 - 9:00 a.m. Compliance workshop: “Compliance: The Current

Legal Landscape and how it Applies to You”9:15 - 10:15 a.m. Compliance workshop

* Subject to change

23SEPTEMBER 2014


Vendor Training +Plus Triples in Sizefor the 2014 Convention/Expo

Vendor Training +Plus topics are designed to help deal-ership management increase profitability through

increased knowledge of the latest products and services onthe market.

The hour-long sessions take place Monday, Nov. 10from 2:45 - 5 p.m. and continue on Tuesday, Nov. 11 from8:15 a.m. - 1 p.m. Vendor Training +Plus is free for all fullconvention registrants, so dealers should plan to arrive earlyin the week to take full advantage of the extra sessions.

Registered dealers can bring additional staff to attendVendor Training +Plus at the special low rate of $195 forMonday and Tuesday of the convention. This two-day feeincludes the training sessions, admission to the openinggeneral session, and the opening reception in the expo hall,where attendees can learn about the newest products andservices available to dealers.

Visit the convention website at www.rvda.org/conventionfor updates and more information. n

MONDAY 11/10MONDAY 11/10

TUESDAY 11/11

8:15

9:30

10:45

12:00

1:00

B&W Trailer Hitches

Gregg Lafferty

American-madeProducts – Information,Installation andIncreasing Profit, theAmerican Way

SureVista

Blake Ashdown

The Next Big Thing…and how you can profitfrom it!

Lippert Components

Steve Paul

Correct Track SuspensionAlignment System – A Revolutionary NewProduct from LippertComponents

AL-KO Axis Inc.

Kary Royer

Towing Safety Systemby AL-KO Axis

Ally Financial

Bill Thompson

Leveraging Trends toPredict Sales

American GuardianWarranty Services

Charles Campbell

Compliance: The CFPB,the Dodd-Frank Act andthe RV Dealership

Auction123.com

Tracy Amato

Online Marketing Toolsand Strategies to DriveLocal Traffic to YourInventory

Evergreen RV

Details to come

Brown & BrownRecreationalInsurance

Shawn Moran &Janet Scavo

Finding the Profit inCash Transactions

Livin Lite RV

Scott Tuttle

Thinking Outside theBox – InternationalDiversification

SureVista

Blake Ashdown

The Next Big Thing…and how you can profitfrom it!

Spader BusinessManagement

David Spader

LeadershipDevelopment for YourDealership – Part 2

Lippert Components

Steve Paul

Lippert Component’sAftermarket Program

Spader BusinessManagement

David Spader

LeadershipDevelopment for YourDealership – Part 1

Blue Ox

Mike Thelander

Chassis Performance:Giving Your StockMotorhome a HighPerformance Makeover

Carefree of Colorado

Traci DeYoung

Ordering Made Easy!Come Learn aboutCareFree’s New ProductConfigurator

Titan Tire

Randy McMann

Hydraulic Disc BrakeConversions

Wheeler Advertising

Ron Wheeler

Learn How DealersDominate InternetMarketing

IDS - IntegratedDealer Systems

Mark Berggren andMario Britz

Using New IDSTechnology to Improvethe CustomerExperience – Part 1

IDS - IntegratedDealer Systems

Mark Berggren andMario Britz

Using New IDSTechnology to Improvethe CustomerExperience – Part 2

(As of August 26)

Schedule To Be AnnouncedFor updates, check the 2014 RV Dealers International Convention/Expo website at www.rvda.org/convention.

Follow the conversation on:Presented by:

Mike MolinoThe

Nov. 10-14 • Bally’s on the Las Vegas Strip

2014 RV DEALERS INTERNATIONAL CONVENTION/EXPO

NEW DATES! NEW LOCATION!Better timing, a new venue on the Las Vegas Strip, and an exciting line-upof new education sessions are waiting for dealers at the 2014 RV DealersInternational Convention/Expo. Join us at Bally’s from Nov. 10-14 for:

2014 PARTNERS

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

• Insight into how greatcompanies embrace changefrom keynote speaker DougLipp, who helped shape DisneyUniversity’s world-famouscustomer service training

• An expanded Vendor Training+Plus program

• A new education track on digitalmarketing and social media

• Partners In Progress meetingsfor many manufacturers

• A larger expo hall with morefirst-time exhibitors

• Easy access to Las Vegasnightlife

• Low convention rates so moredealership employees can attend

26

27SEPTEMBER 2014

RV dealers are experiencing aresurgence in new and used RVsales, but far too many are lost

in the past when it comes to theirservice and parts operations. Examplesinclude technician productivity at 50to 60 percent, service absorption at 50percent or below, extended repair cycletimes, and scheduling backlogs of twoweeks or more. These situations arecaused primarily by four commonmistakes that kill service and partsprofits.

These mistakes are actually thingsthe dealer and management fail to do,and all four are simple to correct andrequire no additional investment infacility or equipment.

Mistake : Failing to measuretechnician productivity DAILY

I’m referring here to the numberof repair order hours billed tocustomers (retail, warranty, andinternal) divided by the number ofclock hours worked each day. Forexample, five hours billed on ROsdivided by eight clock hours actuallyworked equals 63 percent productivity.The goal should be 100 percent.

Service managers must measurethis percentage every day. Is workbeing dispatched based on skill level?Do technicians have the necessaryequipment and workspace to completerepairs in the least amount of time?Are they spending the entire dayproducing labor, or are they called onto perform other services such asplowing snow, arranging the lotdisplay, or repairing the facility? Arethey actually technicians all day? Someconsultants refer to this percentage as“collectible efficiency.” Your goalshould always be no less than 100percent.

In my 14 years of working withRV and auto dealers, I’ve never seen aservice department that couldn’tincrease its technicians’ productivity.

Mistake :Failing toinspect ALLwarranty andretail RVs foradditionalmaintenance and repairs

This is a no brainer, yet there arestill far too many dealers who don’tcomplete an inspection. Opportunitiesabound for body work, mechanicalrepairs, interior repairs, generatorservices, and maintenance.

Here’s an experiment to try: Askyour office manager/controller forcopies of the last 25 used RV internalreconditioning repair orders. Total upall of the parts and labor sold to yourused sales department, then divide by25 to arrive at your average recondi-tioning cost per unit. That numbergives you a pretty good idea of theopportunity for increased sales on yourretail ROs.

Mistake : Failing to presentmaintenance menus to ALLwarranty and retail customers

How many customers actually readthat gigantic loose leaf binder with thedozen or more manufacturers’ manualsso they can determine what theirmaintenance needs will be over the lifeof their RV? Don’t they rely on yourservice team to inform them of anynecessary seasonal and maintenanceservices that need performing toproperly maintain their RVs. No oneenjoys a mechanical failure or break-down while on vacation!

My experience tells me that mostcustomers greatly appreciate a writtenmaintenance schedule based onseasons, time in service and/ormileage. Using maintenance menuswill increase your closing ratio onadditional service requests (ASR). Thegoal is an ASR closing ratio of 50+percent.

Mistake : Failing to setgoals for profit margins

Profit margins on laborsales should be established andmanaged by the servicemanager, not the service advisor.

Likewise, profit margins on parts saleson repair orders should be establishedand managed by the parts manager, notthe servicer advisor. To do this consis-tently, the service department shouldhave a labor grid with hours-chargedbased on the skill level necessary tocomplete the repair. A flat-rate labortime guide will enable service advisorsto prepare estimates quickly andconsistently for retail customers andgive techs notice of how much timethey’ll be paid to complete the repair,thereby increasing productivity.

The parts department should use apricing matrix based on the part costplus your markup. Example: Part cost:$60; markup (67 percent): $40; saleprice: $100. This 67 percent markupwill then produce a profit margin of 40percent. ($100 sale price less $60 costof sale = $40 gross profit; $40 grossprofit divided by the sale price of $100= 40 percent profit margin)

The important thing for the partsmanager to remember is that mark upand margin are not one and the same!The goals should be a labor margin of75 percent and a parts margin of 40percent (retail repair orders).

How many of these profit killingmistakes are taking place in yourservice and parts operations? Is there asingle reason to continue allowingthem? If your employees don’t see theneed to stop making these profitkilling mistakes, what are you going todo about it?

Don Reed is CEO of DealerPro RVTraining. He’ll present “Achieve 100%Shop Productivity” and “Managing theEssential Eight Controllables for RecordProfits” during the convention/expo. n

1

2

3

4

4 Mistakes That Kill Service ProfitsBy Don Reed

YOU ASKED FOR IT - YOU’VE GOT IT!NEW DATES: Nov. 10-14 • NEW LOCATION: Bally’s on the Las Vegas Strip

RVDAmembers said they wanted aconvention location on the

Las Vegas Strip and later dates so theycould bring more employees. Well, weheard you! The 2014 RV DealersInternational Convention/Expo will be inthe center of the action – Bally’s on theLas Vegas Strip – and take place a fullmonth later than previous years.

Between our new, central location andmore convenient dates, this is the year toparticipate in the premier annualnetworking event for RV dealers.

And flexible registration ratescombined with early bird discounts makeit possible for more of your staff to sharein this learning opportunity.

Education is the passport to better-managed, more productive dealerships,and this year’s convention offers something

for everyone.Vendor Training +Plus sessionswill give you and your staff

valuable face time with vendors and business partners and areincluded in your full registration. They’re also available at aspecial low rate for employees who can onlyspend a day or two away from the dealership.

The Young RV Executives program,with events specifically focused on theneeds of younger executives and newmanagers, returns for a second year.

Make the 2014 RV Dealers InternationalConvention/Expo your destination for:• A rich learning experience bringingtogether approximately 60 educationalsessions on subjects driving your dealershiptoday

• A new education track dedicated tosocial media and Internet-based marketing

• Business opportunities in the expo,where dealers can meet more than 100manufacturers, vendors, and suppliers

• Mike Molino RV Learning Center’sshorter, streamlined workshops fordealers/GMs, service writers/advisors,

marketing and sales staff, parts and service managers, andrental operators

• Partners in Progress dealer/manufacturer meetings, nowspread out from Monday through Thursday sodealers can attend more workshops

• Social events and networking opportunities

VENDOR TRAINING + Plus

V

Follow the conversation on:Presented by:

Mike MolinoThe

If you’ve registered for the conventionand want to bring employees toattend just the Vendor Training +Plusprogram, you can register them forthat program for $195 per person. TheVendor Training +Plus badge will alsogive the holder access to the expoand the opening reception onTuesday, Nov. 11.

F U L L R E G I S T R AT I O N R AT E

for first dealershipregistrant

per each additionalregistrant

FOR MORE INFO VISITWWW.RVDA.ORG/CONVENTION

AND REGISTER TODAY!

2 0 1 4 R V D E A L E R S I N T E R N AT I O N A L C O N V E N T I O N / E X P O

$879$879

28

29

DEALER REGISTRATION FORM

2. Registration Fees:

1. Registration Information. Please copy this form if adding registrants.

3. Payment Information:

Nov. 10-14, 2014Bally’s on the Las Vegas Strip

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! Amount Total

I would like to add a contribution to the Mike Molino 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 is $195 per person and includes Vendor Training +Plus training on Monday, Nov. 10 and Tuesday, Nov. 11, andTuesday’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 31, 2014, to qualify for a refund. A $30 administrative fee will bededucted from each refund request received by July 31, 2014. A $100 administrative fee will be deducted from each refund request received between August 1, 2014 andAugust 31, 2014. No refunds will be made after August 31, 2014. *The Mike Molino RV Learning Center is a tax-exempt organization as described in section 501(c)(3) ofthe Internal Revenue Code. Contributions may be tax deductible as charitable donations.

TOTAL $

VENDOR TRAINING + Plus

V

First Registrant – includes Vendor Training +Plus, a $195 value! $879 $

Registrant Name ____________________________________________ Email ______________________________________________

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

Second Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Third Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Fourth Registrant – includes Vendor Training +Plus, a $195 value! $879 $



Name _________________________________ Badge First Name __________________ Email _____________________ $Name _________________________________ Badge First Name __________________ Email _____________________ $

ONLY


Businesses that specify the American Arbitration Association’srules in the arbitration clauses of their consumer contracts will

have to pay the association $650 to have their clauses registeredand reviewed. Beginning Sept. 1, the AAA won’t arbitrate anydispute unless the company’s arbitration clause is in its newlycreated registry.

Some dealership attorneys view pre-dispute arbitration clausesin consumer contracts as a means to prevent class action lawsuits.Others see them as expensive and leaving the dealership withoutrecourse if the arbitrator doesn’t follow the law. In any event, if youoffer arbitration in your consumer contract, the language must beproperly drafted. And now there’s a new expense to consider.

The American Arbitration Association (AAA) recently overhauledits consumer arbitration rules and will begin requiring businesses tosubmit their arbitration clauses for review and inclusion in its newlycreated consumer clause registry. Businesses’ clauses will bereviewed for compliance with the AAA’s recently amended rules,which spell out in much greater detail the procedures it uses insettling disputes.

Any RV dealership or other business that designates the AAA’sconsumer rules in its arbitration clause must comply with this newrequirement or the association won’t arbitrate the dealership’s claims.

Starting Sept. 1, businesses mustpay a $650 fee to be reviewed andregistered in 2014. The fee drops to$500 for clauses submitted in 2015.AAA will charge an annual renewal feeof $500 per clause per year starting in 2016. Each variation of thebusiness’s clause must be registered separately.

If a business hasn’t registered its clause prior to filing aconsumer case, it will have to pay an extra $250 for an expeditedreview. Any revisions to currently registered clauses must be resub-mitted for review, along with a $500 fee.

If you have an arbitration clause in the consumer sales agree-ment that you have purchased from a forms vendor, you’ll still needto register the clause, even if the exact language has already beenapproved by the AAA hundreds of times.

More information on the new consumer rules is available at:www.adr.org/consumerclauseregistry. The AAA’s new registrationrequirement comes at a time when the Consumer Financial ProtectionBureau (CFPB) is studying consumer arbitration, as mandated by theDodd-Frank Act. The CFPB has been given authority by Dodd-Frank toregulate or limit the use of pre-dispute arbitration agreements inconnection with consumer financial products or services. n

It May Be Time to Rethink Your AAA Arbitration ClauseBy Brett Richardson, RVDA director of legal and regulatory affairs

31SEPTEMBER 2014

M cGeorge’s Rolling HillsRV Center in Ashland,

VA, celebrated its grandreopening with employees andspecial guests on Aug. 9. TheMcGeorge family startedselling RVs in the early 1970s;owner Ed McGeorge developedthe business into one of thenation’s largest RV dealerships.The new facility includes expanded sales andservice capacity, a state-of-the-art trainingarea, and a customer cafe. McGeorge’semploys both RVDA-RVIA CertifiedTechnicians and RV Learning CenterCertified Service Writers. An RVDAmember since 1975, the dealership is active ina number of community charities. n

McGeorge’s Rolling Hills RV Celebrates Grand Reopening

P leasureLand RV Center recently opened its fifthlocation, PleasureLand RV Budget Lot, in St. Cloud,

MN. It stocks lower to mid-priced pre-owned RVs, newand pre-owned ice/fish houses, utility and cargo trailers, andRV parts and accessories. The company has also begun workon a new 28,000 square foot facility for its Brainerd Lakesdealership. The new store will feature an expanded parts andaccessory store, large service and repair center, body repair,showroom, and the largest RV display lot in the area.Pictured is the new budget lot. n

Editor’s note: Is your dealership celebrating a company milestone orexpansion? Send information and photos to [email protected].

(from left)Kevin, Ed,and GregMcGeorge

M E M B E R N E W S

PleasureLand RV Center Opens Fifth Location

M cClain’s RV SuperStores of Fort Worth has bought 15pink Winnebago Minnies and will donate $500 to the

American Cancer Society for every Winnebago product it sellsat its five locations during September, October, and November.Winnebago is donating $1,000 to the society for each pinkMinnie it sells to dealers. According to the American CancerSociety, breast cancer is the second leading cause of cancerdeaths in women. The pink Minnie, with its awareness ribbondecals, is a special option available this fall. Pictured are NateMcClain, president of McClain’s RV SuperStores (right),accepting the keys to the dealership’s first Pink Minnie fromJohnny Hernandez, Winnebago towables president. n

McClain’s RV SuperStores Helps Cancer Society with Minnies


Go RVing is teaming up withSports Illustrated to provide the

magazine’s lead NFL writer PeterKing with an RV for his MondayMorning Quarterback (MMQB)Training Camp Tour this summer.

King, along with other Sports

Illustrated writers and staffers, is onthe road in a Fleetwood Stormmotorhome for a three-week RVodyssey to 20 cities. Along the way,he’s writing and blogging about theirRV adventures, in addition toproducing his normal football

reporting on the widely-read MMQBwebsite.

In one post, King recounts thestory of former Pro-Bowl tackleJordan Gross of the CarolinaPanthers, who decided to retire whilestill healthy so he could spend moretime with his family. Gross now has ajob doing radio and TV for thePanthers and is visiting training campin his own RV.

King is one of America’s premierpro football writers, and his MMQBcolumn on SI.com, which began in1997, has become a must-read forfans, league insiders, and anyone wholoves the NFL. The column regularlydraws more than 12 million pageviews, and was expanded into a standalong microsite on SI.com. King hasmore than a million Twitter followersand will be tweeting during the touras well. n

Sports Illustrated’s Peter KingVisits NFL Training Camps in RV

Did You Know?XtraRide offers pet assistance up to$250 within four areas: removal of pet,transporting of pet, handling of pet, andboarding of pet.

The benefit applies in conjunction with amechanical breakdown. As with otherXtraRide benefits, the pet benefit is notsubject to a deductible nor is there alimit on the number of covered occur-rences. Pets are defined as domestic ani-mals including horses. Please contactyour local XtraRide agent or call us as(800) 670-6032 for more information.

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 $250 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!


35SEPTEMBER 2014


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 certifies RVmanufacturers and verifies vendors for energyefficiency and environmental friendliness. Thisprogram empowers dealers to guide environ-mentally-conscious consumers in making better-informed decisions about their RV purchases,leading to increased customer satisfaction.

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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 andMasterCard swipe transaction. Advancedequipment provides fast authorization,around-the-clock support, and improved fundsavailability for those with a depository relation-ship with the bank.

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Disability Income Insurance/ Paycheck Protection BenefitsAmerican Fidelity AssuranceCompanywww.afadvantage.comTed [email protected](800) 654-8489, Ext. 6530Dealerships 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.

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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.

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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.

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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.

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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.

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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!

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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.

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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.

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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.

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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.

37SEPTEMBER 2014

The DLN offers your dealership:• Onsite training• Group training• No travel time or expenses • Self-determined pace• One fixed price of $995 for the

subscription term

The Florida RV Trade Associationand RVDA’s Mike Molino RVLearning Center partner to providedistance learning opportunities to RVdealers and their employees. The DistanceLearning Network is $995 per year for each dealer-ship location. Over 50 sessions available, 24 hours aday, seven days a week, with full access to trainingthrough July 31, 2015.

The DLN offers online training for:• RV Technicians – The certification prep course helps

technicians get ready for the certification exam.Your subscription includes unlimited access to more

than 50 training sessions, reviews, and test prepara-tion sections. Also included are manufacturer- and

supplier-specific advanced repair and trou-bleshooting classes designed to upgrade

technicians’ skills. Completion of theseclasses qualifies for recertificationhours. Classes are available 24/7throughout the program year,providing maximum flexibility.

• Service Writers/Advisors – Thisthree-hour program is valuable for both

new staff and experienced personnelpreparing for the RV Learning Center’s Service

Writer/Advisor certification.

• Greeters/Receptionists – This 50-minute session issuitable for all employees who need customerservice skills. It includes a final exam and certificateof completion.

• Dealers/GMs – This program features importanttopics for management, including lemon laws, LPgas licensing issues, and the federal Red Flags Rule.

Company Name: ______________________________________________________________________________________________

Address: ____________________________________________ City: ________________________ State: ______ Zip: ____________

Phone: ______________________________________________ Fax: __________________________________________________

Mentor Name: __________________________________________________________ Phone: ______________________________

E-mail (at dealership) : ____________________________________________________ Fax: ________________________________

**High speed Internet access required. RVIA service textbooks not included**

_____ location(s) at $995 each = payment due: $______________ (select payment method below)

PAYMENT METHOD Note: prices are subject to change without notice. Complete lower section and mail or fax to:Florida RV Trade Association, 10510 Gibsonton Drive, Riverview, FL 33578, (813) 741-0488, Fax: (813) 741-0688

q PAY BY CHECK OR MONEY ORDER q PAY BY VISA OR MASTERCARD

Name on Credit Card: __________________________________________ Card Number: ____________________________________

Security Code: _________ Expires: __________ Card Billing Address:______________________________________________________

Card Holder Signature: __________________________________________________________________________________________

For more information, call (386) 754-4285 or go to https://www.fgc.edu/academics/occupational-programs/rv-institute/

ONLINE TRAINING WITH FRVTA’SDISTANCE LEARNINGNETWORK

DEALERSHIP REGISTRATION

8/2014

Mike MolinoThe


Alde www.alde.us. . . . . . . . . . . . . . . . . . . . . . . . . . 18A World of Training (866) 238-9796 . . . . . . . . . . . . . . . . . . . . . . . 14American Guardian Warranty (800) 579-2233. . . . . . . . . . . . . . . . . . . . . . 2,17Diversified Insurance Management (800) 332-4264 . . . . . . . . . . . . . . . . . . . . . . . . 3Freightliner Custom Chassis freightlinerchassis.com . . . . . . . . . . . . . . . . . . 39GE (800) 289-4488 . . . . . . . . . . . . . . . . . . . . . . . . 4MBA Insurance Inc. (800) 622-2201 . . . . . . . . . . . . . . . . . . . . . . . 19NWAN (877) 222-1645 . . . . . . . . . . . . . . . . . . . . . . . 13

Protective (888) 326-0778 . . . . . . . . . . . . . . . . . back coverRVIA (703) 620-6003 . . . . . . . . . . . . . . . . . . . . . . . 23RVT.com (888) 928-0947 . . . . . . . . . . . . . . . . . . . . . . . 30Sobel University (253) 565-2577 . . . . . . . . . . . . . . . . . . . . . . . 15Spader (800) 772-3377 . . . . . . . . . . . . . . . . . . . . . . . 16Spartan Chassis spartanchassis.com/rv . . . . . . . . . . . . . . . . . . . 25SYS2K (407) 358-2000 . . . . . . . . . . . . . . . . . . . . . . . 32

ADVERTISERS INDEX

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.

RVDA Welcomes Our Newest Members

Dealers

SST Auto RV, Mesa, AZ

USA RV & Auto Sales,LLC, Corbin, KY

Aftermarket

Anglin RVs Trucks &Trailers, Otto, NC

Auburn Kent Valley RVCenter, LLC, Kent, WA

Rental

Great Outdoors RVRental, Lake in theHills, IL

7/1/14 - 7/31/14

39SEPTEMBER 2014

Documents

RVDA DEALERSURVEY: Sales Roll Continues