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texting
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Customer service is the backbone for a successful business. Sometimes owners and executives in the RV industry understand this is a required department, but very little attention is given to the employees who support customer service.
Espinosa
Manteca
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Manteca Trailer & Motorhome relies on forward-thinking business practices, innovation and a strong focus on parts and services to outpace its competitors.
man texting
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[Sponsored by KENECT]
Modern consumers have become incredibly comfortable with texting in their personal lives, and now it has become a trusted communication channel in retail as well.
Mike Mericle and Amy Mericle
happy campers
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Contrarian dealership Mericle RV finds success away from the interstate by focusing on service work and by retailing truck campers.
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The most important aspect of growing customer loyalty is a leadership style that combines humility with a passion for great customer experience. A leadership style of humility means that you never take customer loyalty for granted.
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Always work the RO as the jobs are completed. Waiting until multiple jobs are done, and then working an RO, creates measurement and tracking problems in the interim.
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Tracking the service department’s effective labor rate can offer valuable insights, but only if managers understand how the ELR is being calculated. Once the ELR is properly identified, the management team should look for areas to improve upon.
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Ideally each department would work together for common dealership goals. But conflict arises when we are trying to do our different jobs in sales, service, parts and accessories. So, it’s up to management to use each squabble as an opportunity to strengthen the internal processes.
The Suttons
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In recognition of the Great Recession’s impact upon dealerships, now 10 years in the rearview mirror, RV PRO sought out dealers who survived the economic downturn to find out how it impacted their respective businesses, to chronicle their strategies for staying in business and to share their success stories.
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There’s a better solution than throwing advertising dollars at different marketing channels. Call tracking provides real data to take away the guesswork.

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