Award finalists demonstrate the best way to ensure long-term success is by generating a lifetime revenue stream from satisfied and loyal customers
Dealer Steve Plemmons, receptionist Sandra Cornelius, Parts Manager Mark Brady and Service Manager Rick McHone are among all the employees who signed their names to the banner behind them supporting the Bill Plemmons RV
mission statement.
This trailer serves as a 1,200-square-foot mobile parts store.
A lot of planning went into building Pierce RV’s 5-year-old state-of-the-art sales center and repair facility.
Quality service work forms the cornerstone of Sagon RV’s goal to become the best RV sales and service facility in the southeastern United States.
Ray Citte RV opens the dealership to any local group or club looking for meeting space — even hosting a junior prom.
Each of the employees at Rich and Sons RV receives a daily score card to help them achieve personal goals which, if met, result in a financial reward.
StagParkway rep Mark Fawcett, center, describes several new produts to part team members Justin Holder and Matt Johnson.
Russ Dean RV rattled the status quo by eliminating its separate parts and service department to integrate and cross-train the staff into a central fixed operations department.
Service writer Dan Villa tapes the location of scratches on a customer’s RV. Simply using brightly-colored tape to identify problem areas improved service efficiency by drawing technicians’ attention directly to the needed repair.
The following six stories feature dealers who are finalists in the annual Lifetime Value Award competition sponsored by StagParkway. Each of these companies has demonstrated proficiency in one or more of these areas:
- Customer care
- Physical plant
- Unit sales
- RV service
- Aftermarket sales
Each of the finalists will receive a $1,000 check from StagParkway at the distributor's dealer show in Las Vegas Jan. 15 to 18.
One of these dealers — the one who best demonstrates proficiency in all five areas — will receive the 2007 Lifetime Value Award and an additional check for $1,000.
Regardless of the community in which they operate, all six dealers have one thing in common — dedicated commitment to customers.
At Plemmons RV, training takes priority
As soon as an RV comes in for service at Plemmons RV in Rural Hall, N.C., one of the first things the staff does is place a customer satisfaction survey card on the dash.
"Employees see the card and it works as a reminder to keep the RVs clean and to do quality work," said dealer Steve Plemmons.
When cards are returned, Plemmons is the first to see responses to the seven questions. Negative comments are addressed immediately, but all cards are posted for employees to read.
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