The walk-through, or customer orientation, is often the first impression a new customer has of the service department. Every dealership should have the orientation process perfected so the customer perceives that the dealership has its act together and can take care of all their RV needs.

When performed properly, all dealership departments have a part to play. Employees should have the ‘now that we have a customer, we want a customer for life’ mentality. You want each customer to think of you as their RV dealer. A good orientation can help.

There are several thoughts as to how dealers should conduct a walk-through. Some dealerships use their least knowledgeable technician because they feel their more experienced technicians should be busy producing income by working on units. Others believe the knowledgeable technician can do a better job because they will be able to explain the workings of the RV systems better.

The best walk-throughs are done by technicians who are trained to do so. These technicians are customer-friendly and will know how to smile and use customer names properly.

Training is a major factor in a good walk-through. RVs today are technically complicated and intricate that it is important for the orientation technician to be trained on all systems of the RV.

Orientation technicians should have good people and communication skills. Technicians who can diagnose and repair anything may not know what to do or say around a customer; this person would not make a good walk-through technician.

Some dealerships believe the technician who does the PDI should do the walk-through. Once again, consider the technicians’ people skills.