Comments on: Dealing with grumpy guests

By: Sean Woodruff

Sean Woodruff — Thu, 08 Nov 2007 01:06:10 +0000

I would bet that the categorization of these customers is more of a reflection of the CG owner’s attitude than it is a true fact. It’s a form of class envy. (pun intended. :-))

Bob’s comment is right on. I wonder how many salespeople judged Sam Walton and his truck.

By: Bob Zagami

Bob Zagami — Wed, 07 Nov 2007 21:52:51 +0000

Trying to pre-judge personality, income, or RVing experience is a tragic mistake the many dealers and campgrounds do make.

I have had the owner of a dealership tell me that his sales people won’t pay attention to somebody that shows up in jeans and looks like they just came in from the farm. I’ve seen many prospects like this turn into customers when they open their checkbook and pay cash for six figure motorhomes.

When our kids were both in college we opted for a pop-up because we love RVing and although we could afford the six figure motorhome, I would have sat at the window and cried becuase I couldn’t use it enough to warrant the investment. I had many a campground look down on us because we showed up in a pop-up. I was so mad at one in New Hampshire that I wanted to buy the campground and get the owners out of the business so they couldn’t spoil anybody else’s day.

However, by far, the majority of dealers and campground owners are wonderful people who understand that they (the dealers) are selling something that nobody really needs - but wants real bad. The campgrounds that do well understand that they are in the hospitality business and respond with incredible grace and professionalism when the real jerks show up.

On our motorhome vacation this past summer when I was doing a story on the Gulf Stream Super Nova and stayed at KOA Kampgrounds each night, I was truly impressed with the owners and their desire to create a great camping experience for their visitors.

If I was selling RVs I would take every prospect the other reps didn’t want to deal with, because those are the ones ready to buy if somebody would just respect them and meet their needs.

By: Chris Dougherty

Chris Dougherty — Wed, 07 Nov 2007 19:37:46 +0000

I agree…equal. I have had both kinds as well… some of the nicest folks I’ve met, from a service standpoint, and as a former CG manager had close to $1million rigs. I’ve had jerks with 30 year old beat up campers.. it runs the gammut.Just do the best you can with each, and I think you’ll win.

By: Dave Newhouse

Dave Newhouse — Tue, 06 Nov 2007 23:07:22 +0000

Greg,
I have spoken with many a campground owner in my travels with Pop UP Times magazine. The one thing that most have in common is their feelings about pop up campers - they’re families who come to have fun, they’re easy on the utilities and resources, they spend more in the camp store and their children love the game rooms. In general they are less demanding and spend more at the campground.

David Gorin, the past president of ARVC and renowned campground industry consultant even wrote an article about Why Campground Owners Love Pop Ups that we publsihed in our last issue.

Pop ups, like motorhomes, represent a life style and both have their opinions of the other. I have a photo of a class A towing a pop up and wonder who sleeps where.

By: E.T.Andrysiak

E.T.Andrysiak — Tue, 06 Nov 2007 23:05:04 +0000

Equal, equal but all good! That is how we treated every customer. We treated the pop-up buyer with as much respect as the Motorhome buyer…during the sale, in for service, storage, rental or what ever. We made friends first and customers later! It’s pretty hard to pick out a buyer’s social status in an rv dealership or campground for that matter. That is one of the great things about camping. It tends to bring all kinds of people together. Now, were there “characters” read…”A” holes, of one kind or another? You bet, we ran across some of them in our many years of operation. I’d like to say that jerks are jerks no matter what they buy or how deep their pockets are. I think it’s genetic! The best general rule is to treat all people the same way, all the time. Trying to pick out idiots is flawed and hazardous to your business.

By: Kim

Kim — Tue, 06 Nov 2007 21:41:47 +0000

As a Parts/Accessories Manager at 40 year old RV dealership, I can honestly say we meet ALL kinds! I have personally dealt with rude, demanding customers with every kind of rig and from every walk of life. I truly believe that a persons personallity, or lack there of is just who they are rich or poor. And so, after 30 years in customer service I have learned to take the good with the bad and adapt to the circumstances at hand. From my experience there are far more “good” folks out there than bad!

By: Gene

Gene — Tue, 06 Nov 2007 21:21:46 +0000

Hey Greg, great article! I believe I can honestly say that in all of my years of staying in Campgrounds, I have never met a Campground Owner or Manager that I did not like. By and large, they are all well mannered and courteous.

On one of our recent travels, my co-pilot and I witnessed a “happening” between the Owner of a 40 foot Diesel Pusher and the lady manager of a very nice csmpground. The owner of the Pusher was being an absolute A__ about the fact that he felt that the Campground should furnish firewood for his evening campfire. Yes, there was a large display of firewood stacked in neat bundles near the doorway to the Campground headquarters. Attached to the firewood display was a nice sign that read “Firewood for Sale”.

Now tell me, what was left out?

Maybe after you’ve put your life savings into a 40 foot Diesel Pusher that had every convenience except a swimming pool, you don’t have enough cash to purchase the firewood for the evening campfire.

But the Campground Manager, bless her heart, smiled sweetly and walked over to the firewood pile and returned with a bundle. She handed the firewood to the Pusher Owner.

On our evening walk later that evening, we noticed that the firepit near the Diesel Pusher was cold and dark. We also met the campground manager who mentioned that maybe Mr. Pusher did not have any matches.

Oh well, I love Campgrounds and their Owners/Managers. God Bless them all….

Gene

By: Dave

Dave — Tue, 06 Nov 2007 20:51:37 +0000

I agree, but some things have not changed. 25 years ago a seasoned rv salesman told me “If you want to be lonley in a campground, just park your pop up between 2 Airstreams” If you disagree with his profound observation you never delt with an Airstreamer in the 70’s or 80’s. 25 years ago some Airstream owners were so wrapped up in themselves and their Airstream they would either tell you how great they were or ignore you.

By: Anonymous Me

Anonymous Me — Tue, 06 Nov 2007 19:44:04 +0000

I have said it since I first started in this industry, there would be fewer headaches if we only had towables!
Better get your jogging shoes out for the high dollar guests!

I can tell you from working shows at RV Parks, they are the roughest! Although their not all full of complaints, the complainers out weigh the smiles! I’ll never understand how you can be retired and living in my opinion the best lifestyle and still be full of nothing but complaints!

By: Brent Lee

Brent Lee — Tue, 06 Nov 2007 19:35:46 +0000

In my opinion, this statement answers most questions: “owners of folding camping trailers rarely complain, the park owners said. They are grateful for the amenities offered by the park and are often among the friendliest campers in the campground”…Campground owners have provided facilities & service levels catering to that demographic almost exclusively for years…Now that the upper echelon of society has entered the market, they are overwhelmed by a demand for accommodation that exceeds their abilities & facilities…That is why savvy corporate entities are developing upscale RV properties as we speak…Speaking for myself & most of our customers - PLEASE HURRY!