chairman darrel friesen - rvda-home...chairman darrel friesen all seasons rv center yuba city, ca...

15 Manufacturers Receive RVDA Quality Circle Award page 18

DECEMBER 2016

page 12

RV DealerConfidence RemainsHigh Heading Into Off Season page 10

Annual DSI SurveyResults page 16

ALSO:

2017 RVDACHAIRMAN

DarrelFriesen

of All Seasons RV Centerin Yuba City, CA

FROM THE OFFICERS,DIRECTORS, DELEGATES& STAFF OF RVDA

HolidayGreetings

C O N T E N T S December 2016

10 RV Dealers’ Confidence Remains HighHeading into the Off Season

Towable sales growth in the four to six percent rangeand healthy inventory turn rates made for strongdealer confidence at the end of the year.

12 Meet 2016 RVDA Chairman Darrel Friesen

The Yuba City, CA, dealer says finding a solution to theparts issue, addressing the effects of industryconsolidation, and improving warranty reimbursementare some of the items on his plate for the coming year.

16 DSI Survey Results: ManufacturerPerformance Dipped Industry Wide in 2016

Motorhome and towable manufacturers’ performanceeither slipped or remained flat, according to dealerswho participated in RVDA’s annual survey.

18 15 Manufacturers Receive RVDA’sQuality Circle Award

These companies were honored for their high-levelperformance in reliability/quality, parts, warranty, andsales.

26 Jeff Hirsch of Campers Inn Receives2016 James B. Summers Award

Hirsch, RVDA’s longest serving chairman of the board,takes home the association’s top honor.

26 RVDA Chairman Honors Four withService Awards at Annual Meeting

2016 chair Brian Wilkins thanked two dealers and twoindustry partners for their work on behalf of theindustry.

6 Looking ahead 7 Chairman’s report 8 Officers, directors, and delegates 9 QuickTakes 31 RVDA endorsed products32 Mike Molino RV Learning Center contributors34 RV industry’s training calendar34 Advertisers index

5DECEMBER 2016

23 Society of Certified RV Professionals Honors 5 Dealership Employees

20-21 Highlights from the 2016 RV Dealers International Convention/Expo 22 RV Business Announces Top 50 Dealer Award Recipients

A L S O :

IN EVERY I S SUE :

10

12

18

2623

20-21

6 RV EXECUTIVE TODAY

E lections have consequences, and itwas quite the experience being in Las

Vegas at the RVDA convention with somany of you on election night. No matterwho you voted for, it was certainly a nightto remember! Now comes the governingpart of our democratic process.

Regulatory environmentPresident-elect Donald Trump has

vowed to make slashing regulations acornerstone of his administration. Whatcould he and a GOP-led Congress doquickly?

The Congressional Review Act allowsthe House and Senate to disapprove ofrules with a simple majority within 60legislative days after they were issued. TheGeorge Washington University RegulatoryStudies Center determined that there aremore than 150 regulations since May thatcould be repealed under theCongressional Review Act out of a total of180 that have been issued in that sametime frame.

For older rules, such as theDepartment of Labor’s Overtime Rule (itseffective date of December 1st is morethan 60 legislative days past its enactmentdate), Trump can instruct agencies torevisit the regulations or provide guidanceto not prioritize their enforcement.

Outdoor recreationRVDA continues to work with a group

of outdoor recreation leaders that includesthe American Recreation Coalition toadvance our members’ interests with theincoming Trump administration and newCongress.

Last month, the U.S. House passed theRec Act, which would require governmentagencies to report on the full economicimpact that the outdoor recreation industryhas on the U.S. economy – one of the

main priorities of the outdoor recreationleaders group. The bill, HR 4665, requiresthe Department of Commerce to work withthe Department of Labor and land andwater management agencies to quantifythe outdoor recreation economy in orderto help lawmakers craft policy.

CFPBThe Trump administration and a

continuing Republican-led Congress arealmost certain to curtail the vehicle lendingguidance by the Consumer FinancialProtection Bureau (CFPB).

In another major blow to the CFPB, afederal appeals court has ruled that the“unchecked power” given to the directorof the agency is unconstitutional and thatthe president has the power to fire theCFPB director at any time.

The real action starts next month. Staytuned, and RVDA will do its best to keepyou informed on the specific issues thatimpact the RV business.

Have a great New Year, and thanksfor your support!

LOOKINGAHEAD

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 20, Issue 12

For advertising information contact:Julie Newhouse, marketing manager(703) 591-7130 x 103

RVDA STAFFChuck BoydDealer Services Manager

Hank FortuneDirector of Finance

Jeff KurowskiDirector of Industry Relations

Paul RobertsField Representative

Julie Anna NewhouseMarketing Manager

Brett Richardson, Esq., CAEDirector of Legal and Regulatory Affairs

Terri WhitesideAccounting Clerk

Dan LopezBusiness Development Consultant

MIKE MOLINO RV LEARNING CENTER STAFF Karin Van DuyseChief

Liz FlemingEducation Coordinator

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

“President-elect Donald Trumphas vowed to make slashingregulations a cornerstone ofhis administration… The administration and acontinuing Republican-ledCongress are almost certainto curtail the vehicle lendingguidance by the ConsumerFinancial Protection Bureau(CFPB).”

Election AftermathBy Phil Ingrassia, CAE, president

This is my first column as RVDA’s 2017 chairman of theboard, a role I assumed at last month’s convention, and

I’d like to start by thanking my predecessor, Brian Wilkins,for his dedication to our association and its members.

Speaking of the convention – Wow! From the VendorTraining +Plus sessions to keynote speaker Ryan Estis to theeducation seminars to the vendors and their products andservices, everything was bigger and better.

During his presentation at the opening session, Estisreminded us about how many once well-known, billion-dollar companies are now out of business. He talked abouthow outfits like Blockbuster, Circuit City, and Borders Bookswouldn’t or couldn’t change to keep up with the market-place. We as dealers need to continuously look at our busi-nesses and the business environment so we can adaptand change. We can’t get stuck in the “But that’s howwe’ve always done it” mentality.

This also holds true for our industry partners as well.The industry is changing. Consolidation is happening inevery segment with manufacturers, suppliers, distributors,and dealers buying each other up. The workforce andretail consumer are also changing. Do you really think wecan continue to do things like we did five, 10, or 20 yearsago and survive, never mind thrive?

The parts issue is a huge problem that we need totackle as an industry. It will take some work and investmentfrom all sides. Millennials, who form a growing portion ofour market, expect replacement parts to be availablealmost overnight, and they don’t care about why we can’tfulfill their expectations. “The car industry does it, so whycan’t you?” they often say to us. They’re used to instantgratification.

We’re not just competing against each other but alsoagainst other industries such as timeshare programs andcruises for consumers’ discretionary dollars. Part numbersand a list of part numbers used in each floor plan arebasic requirements. The manufacturers know these partsand numbers because they need to order them beforethey build the units. Twenty years ago, a now-defunctcompany used to include several pages of part numbers intheir orange owners packets, so I know it can be done.

On the dealer side, we need to train our people better.The Mike Molino RV Learning Center has many programsfor training all aspects of dealership personnel exceptsales. Why aren’t more dealers taking advantage of this?Past generations of RV owners would carry tool boxes withthem in their RVs to make small fixes. Millennials don’tcarry tool boxes, and if there’s not an app for it, they can’tfix it. They won’t wait around for weeks for the correct partwhile the manufacturer and dealership play the blamegame.

Getting back to the convention, I also saw so manynew and innovative products and services in the expo hall.What a great place for vendors to get quality time withdealers and their key personnel. It fits perfectly with all thegreat education courses that RVDA has developed foreveryone at the dealership. I learn so much at theseeducation tracks that my biggest complaint is that I wantmore. The courses are so new and relevant in today’s fast-paced and changing environment.

As I said before – Wow! This wasn’t my father’sconvention.

As we close out this year and prepare for the next,have a merry Christmas and a happy New Year.

Is This the Year We Tacklethe Parts Issue? By Darrel Friesen, chairman

“Millennials, who form a growingportion of our market, expectreplacement parts to be availableovernight. ‘The car industry does it,so why can’t you?’ they tell us.They’re used to instant gratification.”

CHAIRMAN’S REPORT

7DECEMBER 2016


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

1st Vice ChairmanTim WeggeBurlington RV SuperstoreSturtevant, WI (262) [email protected]

2nd Vice ChairmanMike ReganCrestview RV CenterBuda, TX(512) [email protected]

TreasurerRon ShepherdCamperland of Oklahoma,LLCTulsa, OK(918) [email protected]

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

Past ChairmanBrian WilkinsWilkins RVBath, NY(607) [email protected]

DirectorChris AndroHemlock Hill RV Sales Inc.Milldale, CT(860) [email protected]

DirectorRob RothenhauslerOcean Grove RVSupercenterSt. Augustine, FL(904) [email protected]

DirectorRoger SellersTennessee RV Sales &Service LLCKnoxville, TN(865) [email protected]

DirectorSherry ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [email protected]

RVRA RepresentativeScott KrenekKrenek RV CenterColoma, MI(269) [email protected]

RVAC ChairmanJeff HirschCampers InnKingston, NH(603) [email protected]

RV Learning CenterChairmanJeff PastoreHartville RV CenterHartville, OH(330) [email protected]

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

AlaskaCorbin SawyerGreat Alaskan HolidaysAnchorage, 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]

CaliforniaJoey ShieldsPan Pacific RV Centers Inc.French Camp, CA(209) [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 RVSupercenterSt. 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 FamilyTrailer SalesNew Castle, IN(765) [email protected]

IowaAdam RuppelGood Life RV Webster City, IA(515) [email protected]

KansasBill HawleyHawley Brothers Inc.Dodge City, KS(620) [email protected]

KentuckyNeVelle SkaggsSkaggs RV CountryElizabethtown, KY(270) [email protected]

LouisianaBrian BentBent’s RV RendezVousMetairie, LA(504) [email protected]

MaineLinda MailhotSeacoast RVSaco, ME(207) [email protected]

MarylandGreg MerkelLeo’s Vacation Center Inc.Gambrills, MD(410) [email protected]

MassachusettsBrian SullivanCampers Inn of RaynhamRaynham, MA(508) [email protected]

MichiganChad NeffAmerican RV Sales &Service Inc.Grand Rapids, MI(616) [email protected]

MinnesotaBrad BaconPleasureLand RV CenterSt. Cloud, MN(320) [email protected]

MississippiChris BrownAberdeen RV Center Inc.Aberdeen, MS(662) [email protected]

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

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

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

Nevada Darcy Walker-FitchJohnnie Walker RVsLas Vegas, NV(702) [email protected]

New HampshireScott SilvaCold Springs RVCorporationWeare, NH(603) [email protected]

New Jersey Brad ScottScott Motor Home Sales Inc.Lakewood, NJ(732) [email protected]

New MexicoBob 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 DakotaRod KlinnerCapital R.V. Center, Inc.Bismarck, ND(701) [email protected]

OhioDean TennisonSpecialty RV SalesLancaster, OH(740) [email protected]

OklahomaLane BellBell Camper SalesBartlesville, OK(918) [email protected]

OregonLisa LarkinGib’s RV SuperstoreCoos Bay, OR(541) [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]

TennesseeJason ReesTennessee RV Sales &Service, LLCKnoxville, TN(865) [email protected]

TexasDavid HayesHayes RV CenterLongview, TX(903) [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]

WashingtonLaDonna MeadowsTacoma RV CenterTacoma, WA(253) [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-LARGERebecca AsplundBlue Dog RV Inc.Richland, WA(208) [email protected]

Chase BaerlinBankston Motor Homes Inc.Huntsville, AL(256) [email protected]

Bob BeenAffinity RV Service Sales & RentalsPrescott, AZ(928) [email protected]

Barry G. BenderRV General Store Inc.Newcastle, OK(405)[email protected]

Randy BowlingBowling Motors & RVSalesOttumwa, IA(641) [email protected]

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

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

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

Mike NobleNoble RV Inc.Owatonna, MN(507) [email protected]

Mike PearoHilltop Trailer Sales Inc.Fridley, MN(763) [email protected]

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

Derek SnitkerRV-MaxSherman, TX(903) [email protected]

Earl StoltzfusStoltzfus RV’s & MarineWest Chester, PA (610) [email protected]

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

Tom WeggePalm RVFort Myers, FL(239) [email protected]

Bill White United RV CenterFort Worth, TX(817) [email protected]

Participating PastChairmenBruce 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]

Crosby ForrestDixie RV SuperstoreNewport News, VA (757) [email protected]

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

Andy HeckAlpin HausAmsterdam, NY(518) [email protected]

Rick HorseyParkview RV CenterSmyrna, DE(302) [email protected]

John McCluskeyFlorida Outdoors RV CenterStuart, FL(772) [email protected]

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]

Tom StinnettTom Stinnett Derby City RVClarksville, IN(812) [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

9DECEMBER 2016

Info For The Big Picture

QUICKTAKES

S tudies show that consumers’ online product reviewscan influence whether other consumers choose to

buy the same product. In one study, 70 percent ofrespondents said they check online reviews at leastsome of the time when researching a purchase. Andthe more negative reviews they read, the less likely theyare to buy the product. Businesses can take consolationin another study finding: Only 1.5 percent of consumerssaid they usually leave negative reviews. The rest saidthey usually leave neutral to very positive reviews.

Consumers Use OnlineReviews When They Choose

Data from Ask Your TargetMarket and Go Fish Digital

Never

Rarely

Half the timeMost of the time

Always

How often do you checkonline reviews?

Veryimportant

Important

Somewhatimportant

Neutral

Somewhat unimportant

UnimportantVery unimportant

How important areonline reviews to you whenyou’re making a purchase?

Never

RarelyHalf the time

Most ofthe time

Always

Do you ever leaveonline reviews aftermaking a purchase?

The number ofnegative reviews

doesn't matter

4 or morearticles

3 articles

2 articles

1 article

When researching a product orservice you’re going to buy,

how many negative reviews doesit take for you to decide not

to buy that product or service?

It varies

Verypositive

Positive

Neutral

NegativeVery negative

What types of reviewsdo you normally leave?


R V T R E N D S

A lthough RV dealerconfidence levelsslipped a bit during the

fall months, dealer confidenceremained high as retailersheaded into the off season,according to investment firmRobert W. Baird & Co., whichsurveys dealers quarterly inpartnership with RVDA.

Dealer confidence hadreached an all-time highduring the third quarter. Itremained healthy as the endof the year approached, dueto towable RV sales growth inthe four to six percent rangeand healthy inventory turnoverrates.

New inventories areabout right

In terms of days supply,towable inventory expanded to120 days at the end ofOctober, compared with 112days a year earlier. For motorhomes,the days supply was 162 as of lateOctober, versus 129 days a yearearlier.

Within the towable segment, onedealer noted that he won’t be able toreplenish his Jayco or Lance invento-ries until March, while Keystone andGrand Design were able to keep himadequately stocked, except for GrandDesign’s Image brand.

Another dealer said he was “verylow on towable product and hopefulthat orders from the fall Open Housewill arrive sooner rather than later.” Butother dealers said they had too manytowables in stock. One dealer said hewas “far too high with laminatedproduct,” while another said his fifthwheel business was “down a lot!”

In the motorhome segment, onedealer reported that his new inventorywas in good shape and that“Winnebago inventory is comingquicker than last year, which will helpon the amount of inventory needed tomeet our sales goals.”

Another dealer reported being“overstocked on Class Bs and Cs,under stocked on gas As.” Anotherdealer added, “Access to more chassisfrom suppliers other than Ford willcreate needed competition and betterproduct offerings long term. This alsowill assist with supply issues.”

Industry consolidation is aconcern

In general, the dealers in the latestsurvey reported the typical seasonal

slowdown in retail sales, and theydidn’t believe that the presidentialelection was having as much of animpact on the RV market as was thecase during previous election years.One dealer wrote that “the electionprocess is about two weeks away, andwe are feeling some slowing,” but healso reported that his inventory ofcertain pre-owned models was toolow, while the wholesale for used unitswas so strong that auction prices werebeing driven up and “over what our(retail) market will support.”

Another survey respondentcommented that, “With an electionyear about to expire, a positiveoutlook for pump prices, and aconstant employment rate at ‘near fullpool,’ I feel the outlook for RV retail tobe about as positive as possible.”

RV Dealers’ Confidence RemainsHigh Heading Into the Off SeasonBy Jeff Kurowski

The Baird Dealer Sentiment Index measures how dealers feel about their currentconditions and how they feel about the near future (the next three to five years). Theindex ticked down to 62, after reaching an all-time high of 75 during the previousquarter. The three- to five-year outlook ticked down from 64 to 62. The Baird firmbelieves the declines were “consistent with dealers indicating modestly slower retaildemand and somewhat more mixed inventory levels.” Still, it notes, “the indexremains in positive territory – an encouraging sign.”

11DECEMBER 2016

UsedMotorhomeInventories

More worrisome to some dealersthan the presidential election is RVindustry consolidation and its effect oncustomer service. As one dealer wrote,“Too much control by too few compa-nies. Too many models. Poor servicesupport to the dealers. Now all manu-

facturers want photos of everywarranty item and more info on eachrepair but won’t pay for all the costs ofdocumenting everything to get paidon warranties.”

Another dealer wrote, “I don’t likegovernment involvement, but with

what is going on in the RV industry, itmay be time for someone to step inand force the manufacturers towarranty products and do it fairly.” n

MotorhomeInventoryComfortLevel

Towable RVInventoryComfort Level

UsedTowable RVInventories

*Charts may not total 100% due to rounding.


RRVDA’s 2017 chairman,Darrel Friesen, runs family-owned All Seasons RV in YubaCity, CA. As a young man, hefirst considered becoming anelectrical engineer and then anaccountant. But his father,former RVDA chairman ErnieFriesen, told him, “I can’t seeyou in a cubicle all day,” and inthe end, Darrel couldn’t picturethat, either. He had grown upworking in his father’s dealer-ship and knew all of thedepartments well, so hereturned to All Seasons andplunged into the industry. Hehas served as president ofCalRVDA and has served asdirector and in several officerpositions as a member of theRVDA Board of Directors. Inthis Q&A, Friesen shares hisoutlook on the RV industrywith editor Mary Anne Shreve.

Q:What led you back to thefamily dealership?

A: I had started outwashing the units and

cleaning the building. I hadalready worked in pretty muchevery department–one summerin parts, one summer in service.The idea was for me to get awell-rounded education in thedifferent aspects of the dealer-ship, with the intent that Iwould take over down the road,assuming I was interested.

Then I went to college, andthat became my career for 10years. First I wanted to be anelectrical engineer, then Iwanted to be an accountant.Finally, my dad said, “Do youwant to come back and getinvolved in the business? Youdon’t have to, but I need toknow so I can make my ownplans.” That sort of focused me.

Q:What’s it like to take overthe family business – any

advice for how to cut drama andincrease functionality?

A:When I came back,maybe at first there was

a little bit of me and my dadfeeling each other out, becausewe both have Type A personali-ties. We’d each throw ideas outthere and say, “So what shouldwe do?” But for the past 20years, it’s been a great relation-ship – I’m amazed how muchmy dad learned while I wasaway at college.

After getting a degree, aperson might come back andwant to make a lot of changes,but they don’t really understandthe business. You have to learnthe actual process. You need tocalm down and see how thingswork. You can’t make changesovernight.

Introducing New RVDA Chairman By Mary Anne Shreve

Warranty/servicewriter DanielleCrawford and

customer

Darrel Friesen with businessmanager Kimberly Friesenand customer

13DECEMBER 2016

Q:Which family memberswork at All Seasons?

A:My dad, although he’ssemi-retired, and my

sister. My mother overseeswarranty payables and keepsoversight on the banking. Itried to “fire” her twice, but itdidn’t take. I kept telling her,“You need to go home andrelax.” She’s worked hard allher life and deserves to enjoyherself.

Q:Why did you decide toget involved with

RVDA’s leadership team?

A: I saw how much it didfor my dad to be

RVDA’s chairman and to be onthe leadership team. You’revolunteering your time, but youget so much more back.

And we have certain issuesthat we as dealers need toaddress. We still have theongoing parts issue, and theconsolidation that’s going on atall levels of the industry is alsochanging the landscape. I don’t

know if it’s going to look thesame in five years.

We still have a large lagtime between ordering partsand receiving them. Ourcustomers are used to goingto the local Chevy dealershipand getting the part the nextday, and they don’t under-stand why it can take sixweeks to get an RV part. It’snot a problem that dealers orRVDA alone can fix – weneed to work with ourpartners.

And the manufacturersacknowledge that there’s aproblem. Five years ago,they’d tell me, “You’re theonly dealer complaining aboutthis.” They’d tell all of us thatwe were the only onescomplaining. Now, they agreethere’s a problem. So I’ve seensome movement on the issue.You can’t find a solution ifyou don’t even recognize theproblem.

Q:What will your priori-ties and projects be as

next year’s RVDA chair?

A:We really need to find asolution to the parts

issue. We’ve all acknowledgedthe problem, now we need tocome together to solve it.

Also, consolidation is reallyaffecting the whole industry.We are seeing changes in thedistribution process.Distributors add value to theprocess, but they need to figureout ways dealers can remaincompetitive if they want dealersto continue as their major retaildistribution points for certainparts and accessories.

Darrel Friesen

continued on page 14

Sales manager Dan Kendrick

Top photo: Servicetechnician DonnieGriffith (l) andservice managerPaul Davis (r)

Bottom photo:Friesen andoffice assistantSandy Pickard

RV EXECUTIVE TODAY14

Q:What are the biggestchallenges facing the RV

industry in the next severalyears?

A:First, consolidationamong dealerships and

manufacturers will put morepressure on independentdealers. There are fewerproduct choices out there forthe independents to carry.

Second, the Internet hascreated an opening for busi-nesses that don’t have a bricks-and-mortar facility or servicecapacity. We’ve investedmillions in facilities, parts,employees, and overhead. Forthe long-term health of theindustry, I would urge manu-facturers to place an emphasison supporting dealers whoservice what they sell.Customers show up at ourdealerships all the time whowant service that should havebeen done at delivery. They’reorphan customers.

It’s so short-sighted – if acustomer buys a unit thatwasn’t inspected properly andthen has problems with it, he’sgoing to say, “Forget about

RVing, I’m going to get a boatup by the lake, or a cruise or atimeshare.” We have toremember that we’recompeting for disposabledollars.

Warranty reimbursementis another related issue. As adealer, I’m expected to takecare of the online businesses’customers when they haveproblems with their units, butI generally lose money onwarranty work – even whenthe customer bought from mydealership. Manufacturersneed to pay dealerships fairlyfor the warranty workperformed. n

continued from page 13

Service technicianBobby Tabor

Parts person JordanBenzel and customer

Parts managerDavid Smith

and customer

Friesen andDMV title clerkValarie Jeffrey

15DECEMBER 2016


M otorhome manufacturers,on the whole, didn’t do aswell in 2016 at buildingreliable products or in

providing aftermarket parts, warranty, andsales support for their dealers, accordingto results from the 23rd annual RVDADealer Satisfaction Index (DSI) survey.

And towable manufacturers’ perform-ance was either flat or down slightly whencompared with 2015, said the dealers whoparticipated in the DSI survey.

For the second consecutive year, U.S.and Canadian RV dealers were asked torate their manufacturers on four factors:reliability/quality, parts, warranty, andsales. The survey, which was modified ayear ago to better focus on the areas ofmost importance to dealers, also askedretailers to rate manufacturers on a so-called ultimate question: How likelywould they be to recommend a brand to adealer friend in a different market?

Towable RV products were ratedseparately from motorhomes. The aggre-gate rating for all towable RV manufac-turers was 4.05 for reliability/quality,down from 4.08 in 2015, and 4.13 forsales, down from 4.14 a year earlier. Theaggregate rating for parts was 3.84, downfrom 3.91, and for warranty, it was 3.84,down from 3.96.

The aggregate rating for allmotorhome manufacturers was 3.94 forreliability/quality, down from 4.04 in2015. For sales, it was 4.10, down from4.17 a year ago. For parts, it was 3.92,down from 3.97. For warranty, it was3.84, down from 3.96.

The DSI survey has included theultimate question since 2007. The ratingsare on a zero-to-10 point scale, with zerobeing “not at all likely” to recommend abrand to a friend and 10 being “highlylikely” to recommend it. Dealers who ratea manufacturer’s products either nine or10 are dubbed “promoters,” those whorate products zero through six are “detrac-tors,” and those giving ratings of seven oreight are “passives.” The percentage ofdetractors is subtracted from thepercentage of promoters to determine the

Dealers Say Manufacturers’ PerformanceDipped Industry Wide in 2016By Jeff Kurowski, RVDA director of industry relations

3.8

3.9

4.0

4.1

4.2

Towable RVs

Motorhomes

SalesWarrantyPartsReliability/Quality

DSI SURVEY QUESTIONS

The manufacturer builds RVs that are reliable; repairs, when required, are mostly limited to normal wear and tear.

The manufacturer fulfills orders with the correct part(s) delivered in a timely manner and keeps my dealership up-to-date about the status.

The manufacturer is reasonable when deciding whether a warranty claim will be paid and prompt in its decision-making and payments.

The manufacturer’s RVs provide competitive/price value with territory protection that enhances my dealership’s return on investment (ROI).

RV dealers wereasked in this year’ssurvey to rate theirmanufacturers on

four factors:reliability/quality,parts, warranty,

and sales.

D S I S U R V E Y R E S U L T S

Ratings are on a one-to-five-point scale, withone being “poor” and five being “outstanding.”

17DECEMBER 2016

net promoter score, or NPS. The higherthe percentage, the better.

The aggregate promoter score fortowable RV builders in the 2016 DSI was31.1 percent, compared with 31.2 percentin 2015. For motorhome builders it was22.9 percent this year, versus 32.6 percentyear earlier.

The highest promoter score for towablesever recorded was 34.4 percent in 2014, whilethe lowest was 6.7 percent in 2007, the firstyear it was included in the DSI. Formotorhomes, the peak promoter score was 40.4percent in 2013, and the lowest was 4.4percent in 2009, the year two of the largestmotorhome builders filed for bankruptcy. n

0

10

20

30

40

50

Towable RVs

Motorhomes

2016201520142013201220112010200920082007

Net

Pro

mo

ter

Sco

re

NET PROMOTERSCORE TRENDS

31.1%

22.9%

ULTIMATEQUESTION

How likely would you beto recommend the brand to

a friend in a differentmarket to handle athis/her dealership?


R VDA honored RV brands built by 15 manufacturerswith its Quality Circle Award in Louisville, KY, onNov. 28, just prior to the opening of the National RV

Trade Show. These brands/manufacturers/product cate-gories received at least 15 dealer responses and scored4.25 or above on a 5-point scale in overall dealer satisfac-tion in the association’s 23rd annual Dealer SatisfactionIndex (DSI) survey.

“The DSI Quality Circle Award recognizes the high levelof success these manufacturers have had in working withtheir dealer business partners,” said RVDA Chairman of theBoard Darrel Friesen of All Seasons RV Center in Yuba City,CA. “Their commitment to continuously improving productsand services ultimately helps dealers serve customersbetter and preserves our industry’s share of consumers’discretionary dollars.”

RVDA’s survey asks dealers to express their level ofsatisfaction on four core issues: reliability/quality, parts,warranty, and sales. This year’s survey was conducted

between August and October.There were 481 dealer respon-dents who provided 2,755 brand ratings, an average ofalmost six per dealer. n

(in alphabetical order by manufacturer) Airstream Coachmen . . . Apex Travel Trailers, Brookstone/

Chaparral Fifth Wheels andFreedom Express Travel Trailers

DRV . . . . . . . . . Mobile Suites/Elite Suites/Full House

Forest River . . XLRGrand Design . Imagine, Momentum, Reflection,

SolitudeGulf Stream . . Vintage Cruiser/Vista CruiserHeartland . . . . North Trail/WildernessKeystone . . . . . Fuzion/Impact, Montana/

High Country, Springdale/Summerland/Residence

KZ . . . . . . . . . . Durango/Durango Gold/Venom,Spree/Spree Connect/SpreeEscape MXT/Vision

Lance. . . . . . . . Travel Trailers/Toy Haulers, Truck Campers

Venture . . . . . . SportTrek/Sonic

AirstreamLeisure Travel Vans/Triple ENewmarPleasure-WayTiffin

TOWABlE RV MAnuFACTuRERS/BRAndS

MOTORIzEd RV MAnuFACTuRERS/PROduCT CATEgORIES

C O N G R A T U L A T I O N S

15 Manufacturers ReceiveRVDA’s Quality Circle Award Edited by RVDA staff

19DECEMBER 2016

David Goodison ofProResponse helps

dealers stay in touchwith their customers.

Eye candycourtesy ofHaulmarkMotorcoach

CDK Global helpsdealers manage theirbusinesses at Lightspeed.

RVBusiness’ Top 50 Dealersreception has grown in sizeand popularity.

RVDA leaders took a moment to celebrate the25th anniversary of the association’s exclusiveendorsement of Protective Asset Protection’sXtraRide RV service agreement program.

WFCO Electronicsintroduced its newproduct catalog anddiscussed troubleshootingfor inverters during aVendor Training +Plussession.

Statistical Survey’sTom Walworth atthe board ofdirectors meeting

20

2016 RV dealers International Conven

Author/speaker Ryan Estis helped the audienceunleash their inner superheroes during his keynotepresentation at the opening general session.

Warrantech offers extendedservice plans in multiple industries.

A World of Training’sMichael Rees knows how to“Keep Them Coming Back” –audience members anddealership customers alike.

Expo neighbors AutomotiveFinance Corporation andADESA Specialty Auctions

Phoenix AmericanWarranty Co. hadthe best toys.

ntion/Expo Highlights

American Guardian WarrantyServices’ team, at your service!

Fifty workshops and 29 VendorTraining +Plus sessions wereoffered during the 5-day event.

Jered, Lisa, andRandy Sobel ofSobel University


In addition to the Top 50awards, five exemplaryBlue Ribbon dealershipswere recognized:• Affinity RV, Prescott, AZ• Fraserway RV, Abbotsford,

British Columbia• Modern Trailer Sales,

Anderson, IN• Mount Comfort RV,

Greenfield, IN• Princess Craft, Round

Rock, TX

Also receiving specialrecognition were thefollowing:• Veurink’s RV Center,

Grand Rapids, MI, winnerof the Gaylord MaxwellInnovation Award spon-sored by LippertComponents Inc.

• Windish RV Center,Lakewood, CO, winner ofthe Arthur J. DecioHumanitarian Awardsponsored by AllyFinancial Inc.

Here in alphabetical orderare this year’s Top 50:• Affinity RV Service, Sales

& Rentals, Prescott, AR• Airstream Adventures

Northwest & Bay AreaGladstone, OR

• All Valley RV CenterActon, CA

• Alliance CoachWildwood, FL

• America Choice RVOcala, FL

• American RV Sales &Service, Grand Rapids,MI

• ArrKann Trailer & RVCentre, Edmonton, Alta.

• Bill Plemmons RV WorldRural Hall, NC

• Bish’s RV, Idaho Falls, ID• Broadmoor RV

SuperStore, Pasco, WA• Bucars RV Centre, Balzac,

Alberta• Bullyan RV, Duluth, MN• Campers Inn RV

Kingston, NH• Coachlight RV Sales

Carthage, MO• Colerain RV, Cincinnati,

OH• Colonial Airstream & RV

Lakewood, NJ• Crestview RV Center

Buda, TX• D&D RV Center, Helena,

MT• ExploreUSA RV

Supercenter, Plano, TX• Fraserway RV, Abbotsford,

British Columbia• General RV Center

Wixom, MI• Giant RV, Montclair, CA• Greeneway RV Sales &

Service, WisconsinRapids, WI

• Guaranty RV SuperCenters, Junction City, OR

• Hartville RV CenterHartville, OH

• Hilltop Trailer SalesFridley, MN

• Hilmerson RV, Little Falls,MN

• Jamatt RV Sales, Poteau,OK

• Lazydays RV, Seffner, FL• Lifestyle RVs, Grain Valley,

MO• Midwest RV Center

St. Louis, MO• Minard’s Leisure World

Weyburn, Saskatchewan• Modern Trailer Sales

Anderson, IN• Moix RV Supercenter

Conway, AR• Mount Comfort RV

Greenfield, IN• Noble RV, Owatonna,

MN• Palm RV & Marine

Fort Myers, FL

• Pan Pacific RV CentersFrench Camp, CA

• PleasureLand RV CenterSt. Cloud, MN

• Princess Craft Round Rock, TX

• Rangeland RVRockyview, Alta.

• RV City, Morinville, Alta.• Tennessee RV

Supercenter, Knox, TN• United RV Center

Fort Worth, TX• Veurinks’ RV Center,

Grand Rapids, MI• Voyager RV Centre

Winfield, British Columbia• Walnut Ridge Family RV

Sales, New Castle, IN• Wilkins Recreational

Vehicles Inc., Bath, NY• Windish RV Center

Lakewood, CO• Woody’s RV World

Calgary, Alberta n

RVBusiness Announces Top 50 Dealer Award RecipientsRVBusiness recognized top U.S. and Canadian RV retailersduring an awards reception it held during last month’s 2016RV Dealers International Convention/Expo. A panel ofindustry experts selected the winners based on their profes-sional approach to every aspect of their businesses – fromsales to F&I and service operations – as well as their civicand charitable practices. “The industry in general has demonstrated an interest inraising the bar with regard to the quality of products andservices over the past couple of years – the overallcustomer experience – and more so lately, as companiesstrive to keep up with a surprisingly robust marketplace,”

said RVB Publisher Sherman Goldenberg,whose Elkhart, Ind.-based firm works with BJ ThompsonAssociates in overseeing the annual Top 50 program. Top 50 nominees are selected by manufacturers fortheir performance and professionalism, not sales volume.This year’s honorees include U.S. and Canadian dealershipsmanaging anywhere between one and 15 stores. This year’s program was sponsored by Ally FinancialInc., Cummins Power Generation, Dicor Corp., DometicCorp., Freightliner Custom Chassis Corp., LippertComponents Inc., NTP-STAG, Protective Asset Protection,and Wells Fargo CDF.

RVBusiness’reception for the

top 50 dealershipsprior to the awards

ceremony

23DECEMBER 2016

F ive dealership employees who have maintained theircertifications were recognized for their long-termcommitment to professionalism in their fields. The

recognitions were held during the Society’s evening recep-tion and education session during last month’s RVDAconvention/expo. n

Front row honorees are, from left to right: parts manager AllenCockcroft of Alliance Coach in Wildwood, FL; service manager Jim L.Godfrey of Broadmoor RV SuperStore, Pasco, WA; RV parts specialistDan Hall from Winnebago Industries; warranty administrator WendyQueen of Howard’s RV; and service writer Lacey Pintado of Coach-Net/National Motor Club. Back row RVdA leaders are: 2017 RVDAChairman Darrel Friesen, All Seasons RV, Yuba City, CA; Societychairman Mick Ferkey, Greeneway RV Sales and Service, WisconsinRapids, WI; 2016 RVDA Chairman of the Board Brian Wilkins, WilkinsRV, Bath, NY; and RVDA President Phil Ingrassia.

left: Leaders from throughoutthe industry attended theSociety’s reception, including BillKoster from Protective AssetProtection and former RVDAchairman Debbie Brunoforte.

Below: A World of TrainingPresident Michael Rees presented“Attributes and Characteristics:What Does it Mean to BeProfessional?” He told attendeesthat professionalism requires notonly knowledge and compe-tence, but also the desire to

create a positiveimpact on peers andcustomers. “Firstimpressions diehard – they’re muchstronger than youthink.”

Official Video ProducerRV Pro MagazineRV Pro magazine providedprint and online promo-tional support and is theofficial video productioncompany for the conven-tion/expo.www.rv-pro.com

Official VideographerMedia272 Media272 provided video-grapher services for useby the Mike Molino RVLearning Center.www.media272.com

Advertising & Promotional SupportRV Business MagazineRV Business magazine providedprint and online promotionalsupport and organized the Top 50Dealer Award event. www.rvbusiness.com

RV Daily ReportRV Daily Report provided onlinepromotional support. www.rvdailyreport.com

RV NewsRV News provided print promo-tional support. www.rvnews.com

RVDA would like to thank its media partners forsupporting RV dealers and the RV DealersInternational Convention/Expo:

Society of Certified RV ProfessionalsHonors 5 dealership Employees

Many Thanks to the 2016 RV Dealers InternationalConvention/Expo PartnersBrian Wilkins, outgoing RVDAchairman, and incoming chairmanDarryl Friesen recognized thesecompanies for their generoussupport of the annual convention. Wells Fargo Left to right: Wilkins, Tim Hilbert, Bob Parish, Mike Mekus, John McElvey, Sam

Yourd, Tim Hyland, Paige Hungerford, Friesen

Protective Asset Protection Left to right: Wilkins, Bill Koster,Friesen

(below) Thor IndustriesLeft to right: Friesen, Ryan Juday,Aram Koltookian, Bob Martin, Matt Zimmerman, Bob Wheeler, Bren Lauck, Jeff Runels, Troy James,Tim Markel, Josh Miller, Rick Deisler,Wilkins

(above) Ally Left toright: Friesen, TammyLinkfield, Bill Thompson,Wilkins

MBA Insurance Left to right: Friesen, Bert Alanko,Josephine Johnson, Maureen Zello, Liz Phillips,Carlos Avila, Wilkins

northpoint Commercial Finance Left to right:Friesen, Jeff Olander, Bob Eddy, Richard Molyneux,Wilkins

diversified Insurance ManagementLeft to right: Wilkins, Tom Watters Sr., Greg Artman,Rob Wing, Terry McMillan, Friesen

Brown & Brown Recreational InsuranceLeft to right: Wilkins, John Ellis, Todd Moody, Tim Larimore, Shawn Moran, Ed Woolwini, Janet Scavo, Mike Neal, Friesen

Bank of the West Left to right: Friesen, Dave Russell, Brad Colman, David Ashby, Wilkins

Not pictured:Forest River

Not pictured:Bank of AmericaMerrill lynch

24

25DECEMBER 2016

RVdA Thanks Its 2016 Convention Partners & Sponsors

2016 PARTnERS

Attendee e-newsletter BrandFace® BrandFace® Coffee Break

Coffee Break dale Carnegie Course general general

general lunch in the Expo Opening Reception Opening Reception

Signage Society of Certified RVProfessionals Reception

Young RV ExecutivesReception

2016 SPOnSORS


T he highest award an RVDAmember can receive wasbestowed on Jeff Hirsch of

Campers Inn, recognizing his long-term leadership and volunteer workserving the RV industry and RVdealers. RVDA President Phil Ingrassia

presented the award to Hirsch duringthe association’s convention lastmonth in Las Vegas.

“I’ve been fortunate to work withmany great volunteer leaders duringmy time at RVDA, and there’s no onemore deserving to join the group

standing behind me than Jeff,”Ingrassia said. “As many of youknow, Jeff is the longest servingchairman of the board in RVDAhistory, and he continues to work forall of us as RVAC chair.”

Ingrassia described Hirsch’sservice as including “three stints onthe RVDA Board of Directors, serviceon the RV Learning Center Board,and on the Go RVing Coalition.”

In accepting the honor, Hirschrecalled his parents, who began thefamily business, as “pioneers of theindustry who treated customers with

dignity and respect in the hope thatthey could give their sons a better life.”

RVDA members choose thewinner each year by secret ballot, andevery attempt is made to keep thewinner’s name a surprise until theannual meeting. Hirsch was joined onstage by past James B. SummersAward recipients in attendance at theconvention. n

2016 RVDA Chairman of the Board Brian Wilkins of WilkinsRV in Bath, NY, presented the RVDA Chairman’s ServiceAward to two dealers and two industry partners at theRVDA Annual Meeting during the 2016 RV DealersInternational Convention/Expo last month.

Dealer recipients were Jeff Hirsch of Campers Inn,headquartered in Jacksonville, FL, and Mike Regan ofCrestview RV in Buda, TX. Michael Neal of Brown & BrownInsurance and Tom Walworth of Statistical Surveys Inc.were the industry recipients.

Wilkins thanked Hirsch for being “a wonderful mentorto me” and praised Regan for his “great understanding of

RVDA’s finances and revenue stream.” Wilkins said Neal“has always understood that if his dealer partners weresuccessful, Brown and Brown would also be successful.”And he said that Walworth is “the industry’s retail score-keeper who is incredibly accessible and speaks frequentlyat RV events throughout the year.”

The award is presented annually by the outgoingchairman of the board to recognize individuals who havemade significant contributions of time and effort to theassociation over an extended period. Honorees are chosenby the chairman. n

RVdA Chairman Honors Four withService Awards at Annual Meeting

Jeff Hirsch, surrounded by past J.B. Summersaward recipients, is congratulated by RVDAPresident Phil Ingrassia.

Jeff Hirsch with family members and staff fromCampers Inn

Jeff Hirsch of Campers Inn Receives2016 James B. Summers Award

Jeff Hirsch, Campers Inn Mike Regan, Crestview RV Mike Neal, Brown & Brown Tom Walworth, Statistical Surveys

The RV Learning Center Pledge Agreement

I,___________________________________________, accept the invitation to join withothers to support the dealership education efforts of the Mike Molino RV LearningCenter. I hereby pledge and agree to contribute the total sum of $ ________________ tothe Mike Molino RV Learning Center, a 501(c)(3) charitable organization.

My gift shall be paid in the following manner: $__________ One time donation

OR $___________ per year for _____ years, starting in the month/year_____________

This is a: � Company Contribution� � Personal Contribution

Signature: _______________________________________________________________

Company: ______________________________________________________________

Address: ________________________________________________________________

Date:___________________________________________________________________

� Please check here if you would like the RV Learning Center to send you a reminder invoice inthe month/year that you listed above.

Thanks for your support!

The Mike Molino RV Learning Center3930 University Drive, Fairfax, VA 22030

Phone: (703) 591-7130 • Fax: (703) 359-0152 • E-mail: [email protected]

Mike MolinoThe

27DECEMBER 2016


Name: _______________________________________________________________________________________

Company Name: ________________________________________________________________________________

Address: ______________________________________ City:_____________________ State: ____ Zip:__________

Phone: __________________________ Fax: _________________________ Email:___________________________

q RVDA Member q Non-RVDA Member I’d like to order the: q Manual: ____ copies q CD-ROM: ____ copies

Total Amount $_____________

PAYMENT METHOD (Please check one)

q Check enclosed (payable to the Mike Molino RV Learning Center) q Send an invoice (members only)

Credit Card: q Visa q MasterCard q Amex q Discover

Card Number: _________________________________________________ Security Code: _________ Expires: _____

Name on Card: _____________________________________ Signature: ____________________________________

Billing Address: ______________________________________________________________ Billing Zip:___________

RVDA, 3930 University Dr, Fairfax, VA 22030, (703) 591-7130, Fax (703) 359-0152, Email: [email protected]

New 11th Edition Service Management Guide (Flat Rate Manual)

1/2015

The expanded Service ManagementGuide offers over 100 pages of

average work unit times for the most basicservice functions performed by competentRV technicians.

• The 11th Edition of the ServiceManagement Guide offers extensiveupdates and additions provided bydealers, service managers, andtechnicians.

• Service Check Sheets provide a valuablereference for service managers andtechnicians.

• A great tool for working with extendedservice contracts.

• Available in 2 formats: printed ondurable cardstock paper with a 3-ringbinder, and as a searchable pdfdocument on CD-ROM.

The Service Management Guide isdesigned to provide reasonableguidance relative to the timerequired for competent techniciansto complete assigned tasks. It is animportant part of the servicemanagement system, but it is notintended to be the soledeterminant of prices or ratescharged in that sale of service.

Order Online at http://www.rvlearningcenter.com. Note: prices are subject to change without notice.

Mike MolinoThe

New 11th Edition Service Management Guide (Flat Rate Manual)

Manual or CD-ROM: RVDA Members $175Non-Members: $350 Members save $175!

Manual and CD-ROM: RVDA Members $290Non-Members: $585Members save $295!

The Go RVing dealer tie-in programis back… and better than ever!The “Away” campaign returns to theemotion-driven family focus of pastcampaigns, along with continuedemphasis on the affordability andaccessibility of the RV lifestyle formultigenerational families. This optionalprogram also gives dealers, state dealerassociations, and their agencies optionsto use materials connected to thenational campaign.

HERE ARE THE HIGHLIGHTS:Leads – Plus Program24 hours a day, 7 days a week, Go RVingdealers signed up for the tie-in programcan access via the Internet Go RVingleads that are prioritized according tothe consumer’s purchase timeframe.

Digital RV Image Library Pictures onGoRVing.comGo RVing dealers signed up for theprogram have access to multiple all-new,

high resolution images of consumersenjoying a variety of RV products. Theseimages can be used in advertising,websites, and other promotionalmaterials.

To give dealers maximum flexibility, theGo RVing Dealer Leads-Plus Programalso features a menu of other promotionalitems. These items are availableseparately.

Name:____________________________________________________________________

Company:________________________________________________________________

Address: ________________________________________________________________

City: ________________________________________State: _____ Zip:____________

Phone: ___________________________________ Fax: __________________________

Email: ____________________________________________________________________

Dealer website: __________________________________________________________

Fax to (703) 359-0152, or mail to 3930 University Dr., Fairfax, VA, 22030For more information, visit www.rvda.org or send an email to [email protected]

Please enroll _____ dealership(s) at $250 each. 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 Going with Go RVing! Return this form TODAY!

29DECEMBER 2016

Certified Green RV ProgramTRA Certification Inc. [email protected]: (800) 398-9282 F: (574) 264-0740

TRA, a green certification company, measures, evalu-ates, and certifies RV manufacturers and verifiesvendors for energy efficiency and environmental friend-liness. Dealers can guide environmentally-consciousconsumers in making better-informed decisions abouttheir RV purchases, leading to increased customer satis-faction. –––––––––––––––––––––––––––––––––––––––––––––––Credit Card ProcessingBank of America Merchant Services https://[email protected](678) 784-0567

Bank of America Merchant Services offers RVDAmembers an annual savings averaging 10-to-15 percenton each Visa and MasterCard swipe transaction.Advanced equipment provides fast authorization, around-the-clock support, and improved funds availability forthose with a depository relationship with the bank.–––––––––––––––––––––––––––––––––––––––––––––––Disability Income Insurance/Paycheck Protection BenefitsAmerican Fidelity Assurance Companywww.afadvantage.comTed Brehoney, [email protected](800) 654-8489, Ext. 6530

Dealerships can provide disability insurance to providesecurity for a portion of an employee’s paycheck in theevent they are unable to work due to a coveredaccident or illness.–––––––––––––––––––––––––––––––––––––––––––––––Emergency Roadside and Technical [email protected](800) 863-6740

Coach-Net provides emergency roadside and technicalassistance solutions to RV dealers throughout the U.S.and Canada and for many RV and chassis manufactur-ers, RV clubs, and customer membership groups.Coach-Net provides dedicated service using over 150employees with advanced communications technologytools combined with an extensive database of morethan 40,000 service providers. The company employstrained Customer Service Agents and RVDA-RVIA/ASEMaster Certified Technical Service Agents.–––––––––––––––––––––––––––––––––––––––––––––––Employee Behavioral AssessmentOmnia Group www.OmniaGroup.com/rvda/[email protected](800) 525-7117 x1226

The Omnia Group’s assessment solutions help dealersselect the right person for the job, increase retention,develop top talent, improve communication, and builda strong workplace culture. In fewer than 15 minutes,the Omnia Profile reveals personality tendencies ofcandidates and employees, giving dealers the insight toselect, retain, and develop their biggest asset. Bynavigating the complexities of human behavior, dealerscan make more informed hiring decisions and increaseretention to improve return on investment.–––––––––––––––––––––––––––––––––––––––––––––––Extended Service AgreementsXtraRide RV Service Agreement Programwww.protectiveassetprotection.com(800) 950-6060, Ext. 5738

The XtraRide RV Service Agreement Program is offeredthrough the Asset Protection Division of Protective LifeInsurance Company. The program has been exclusivelyendorsed by RVDA since 1992. The XtraRide programs

and F&I solutions bring dealers increased profit opportuni-ties while providing quality protection for their customers.Protective is dedicated to providing the RV industry withsuperior products and services given its ability to under-write, administer, and market its own programs.–––––––––––––––––––––––––––––––––––––––––––––––Health Insurance Mass Marketing Insurance ConsultantsInc. (MMIC)www.mmicinsurance.com/RVDA/[email protected](800) 349-1039

MMIC creates customized insurance programs bestsuited for individual dealerships. Coverage is available toindividual members and firms with two or moreemployees. With group coverage, all active full-timeemployees are eligible. Spouse and dependent childrenunder age 19 (23 if full-time student) are also eligible.The cost of the coverage for the RVDA program may bepaid in whole by the employer or shared with theemployees. However, the employer’s contribution mustbe at least 50% of the total cost.–––––––––––––––––––––––––––––––––––––––––––––––Hiring Tools Employment Network–A Careerco Companywww.employmentnetwork.net(718) 307-6258

The Employment Network is a network of pay-for-perfor-mance job sites. Its flagship site, FindTheRightJob.com,reaches more than 5 million job seekers monthly.Employers can drastically reduce their cost-per-hire byusing The Employment Network’s FindtheRightJob.comportal and other sites. Employers set the job require-ments and only pay for candidates that meet them.–––––––––––––––––––––––––––––––––––––––––––––––Lead Qualifier ProgramCustomer Service Intelligence Inc. (CSI)[email protected](800) 835-5274

The Scene: High Inventory-Low Sales. The Need: MoreSales. The Solution: CSI’s Lead Qualifier Program. Yoursales leads are sent to CSI following initial contact withyour sales staff. CSI then makes a personal phone callto each lead, captivating their attention before yourcompetitor does. We will uncover the prospect’s initialimpression of your dealership and staff; fully qualify thelead including exact needs and time frame forpurchase; and provide you with their deal maker!–––––––––––––––––––––––––––––––––––––––––––––––Loan Origination and Warranted Loan DocumentsAppOnewww.appone.net<http://www.appone.net/

AppOne is a web-based indirect loan originationplatform designed to help recreational vehicle dealersand lenders manage the origination process of retailcredit applications from lender submission to funding. Itprovides dealers and lenders access to a library ofcompliant and warranted loan documents. The loandocuments are regularly reviewed for compliance withthe latest the federal and state laws in all 51 U.S. juris-dictions. Dealers using AppOne also have access to theirlender(s) on the AppOne Lending Network, a communityof national, regional and local financial institutions. Thenetwork makes it easier for dealers to establish lenderpartnerships and secure financing for their customers.–––––––––––––––––––––––––––––––––––––––––––––––Market Intelligence ProgramRV Industry Data Program from StatisticalSurveysScott Stropkai, [email protected](616) 281-9898 ext.128

Dealers receive a 10 percent discount on customizedreports through Statistical Surveys’ RV Industry DataProgram. Using Tibco Spotfire software, the programprovides dealers with data visualization and analytics

that can yield valuable insights for betterdecision making, including data on where new unitsare being registered and which dealers sold which unitsby make, model, length and axles. –––––––––––––––––––––––––––––––––––––––––––––––Office SuppliesOffice Depotwww.officediscounts.org/rvda.html

RVDA members can save up to 80% on over 93,000products at Office Depot and OfficeMax. Shop onlineor in any Office Depot or OfficeMax store for printing,cleaning, break room, and office needs. Enjoy freenext-day delivery with online orders over $50. Visit thewebsite to shop online or to print off a free storepurchasing card. –––––––––––––––––––––––––––––––––––––––––––––––Pre-owned RV Appraisal GuidanceN.A.D.A. Appraisal Guides & [email protected](800) 966-6232, Ext. 235

The N.A.D.A. RV Appraisal Guide is an essential tool todetermine the average market value for used RVs. Anew online program, RV Connect, provides updated RVvalues, creates custom window stickers for both newerand older RVs, and more. These products are all avail-able at the RVDA “members only” rate.–––––––––––––––––––––––––––––––––––––––––––––––Propane and Propane SuppliesSuburban [email protected](800) 643-7137

Suburban Propane offers discounts to RVDA memberson propane along with attractive and safe equipmentfor refilling most any propane cylinder, 24-hour service,on-site “Train the Trainer” instruction for dealershippersonnel, signage, and a periodic review of fillingstations by safety experts.–––––––––––––––––––––––––––––––––––––––––––––––RVDA/Spader 20 GroupsSpader Business [email protected](800) 772-3377

RVDA/Spader 20 Groups managed by Spader BusinessManagement help dealers improve their managementskills, recognize market trends, and solve problems. Thegroups include non-competing dealers who shareexperiences to develop best practices.–––––––––––––––––––––––––––––––––––––––––––––––Shipping DiscountsPartnerShip, LLCwww.PartnerShip.com/79rvda(800) 599-2902

The RVDA Discount Shipping Program, managed byPartnerShip, provides RVDA members with substantialshipping discounts. RVDA members who enroll in thefree program will save on small package shipmentswith FedEx and less-than-truckload (LTL) freightshipments with UPS Freight and Con-way Freight. Visitour website for more information and to enroll.–––––––––––––––––––––––––––––––––––––––––––––––Software & Consulting [email protected](303) 228-2383

KPA provides consulting services and software toautomotive, truck, and equipment dealerships. ItsEnvironmental Health & Safety product line provideson-site, on-call, and online services. Its HumanResource Management software ensures your businessis in complete compliance with state and federalregulations. Users have access to on-demand advicefrom attorneys with expertise in the RV industry.

RVDA Endorsed Products

31DECEMBER 2016


MAJOR gIFTSCamping World and Good Sam $150,000 $667,987 $1,000,000 6/8/16Newmar Corporation 50,000 235,000 260,000 12/18/15Protective 73,917 235,079 12/6/15Coach-Net 5,000 204,917 1/26/15Tom Stinnett Derby City RV 1,500 103,500 12/28/15Brown & Brown Recreational Insurance 20,000 20,000 100,000 3/21/16Campers Inn 20,000 76,000 100,000 6/15/16PleasureLand RV Center Inc. 14,500 94,850 96,850 12/14/15Bill & Kristen Fenech 10,000 72,500 8/23/16Horsey Family Memorial Fund 2,000 72,000 6/14/16Ron & Lisa Fenech 10,000 70,000 8/23/16Byerly RV Center 5,000 57,000 1/5/16RVAC 14,000 52,000 4/8/16Bill Plemmons RV World 5,000 20,050 50,050 6/9/16All Seasons RV Center 1,000 38,049 47,049 12/14/15McClain’s RV Superstore 2,000 44,000 6/18/15Pan Pacific RV Centers Inc. 3,000 41,500 41,500 11/23/16Palm RV 7,500 7,500 37,500 2/18/16Bill Thomas Camper Sales Inc. 5,000 36,000 3/6/15Reines RV Center Inc. 6,500 35,025 12/31/15Holiday World of Houston 7,000 33,000 9/30/16Wilkins R.V. Inc. 2,400 20,500 33,000 1/8/16Pikes Peak Traveland Inc. 1,700 32,700 6/26/15Diversified Insurance Management Inc. 3,800 24,800 31,200 4/25/16Paul Evert’s RV Country Inc. 2,000 29,000 30,000 3/11/16

CHAMPIOnSJayco Inc. 5,000 23,500 12/8/14MBA Insurance Inc. 2,000 17,100 20,100 6/1/16Greeneway Inc. (Route 66 Dealer) 2,300 20,850 12/21/15Alpin Haus 2,000 20,500 7/5/16Hartville RV Center Inc. 2,000 14,750 15,750 5/5/16Mike & Barb Molino 550 12,136 8/14/16Little Dealer, Little Prices 1,000 11,050 12/11/14Affinity RV Service Sales & Rentals 2,000 11,000 11,000 6/15/16Floyds Recreational Vehicles 250 10,500 4/13/16Motley RV Repair 1,000 10,075 9/17/15

United States Warranty Corporation Don Clark Hemlock Hill RV Sales Inc. Curtis Trailers Inc. Circle K RV’s Inc. All Valley RV Center Burlington RV Superstore Hayes RV Center A World of Training Crestview RV Center Madison RV Supercenter Camperland of Oklahoma LLC Topper’s Camping Center Best Value RV Sales & Service Good Life RV Don Gunden Bob & Amy Martin ROUTE 66 RV Network Phil Ingrassia RCD Sales Company Ltd. J. D. Sanders Inc. Myers RV Center Inc. Hilltop Trailer Sales Inc. Noble RV Inc. Skyline RV & Home Sales Inc. RV Outlet Mall United RV Center Highland Ridge RV Inc. Tacoma RV Center American Guardian Warranty The Trail Center Alliance Coach Austin Chapter of Texas RV Association Onsite Temp Housing

lEAdERSDinosaur Electronics Leo’s Vacation Center Inc. Mount Comfort RV NERVDA

Received FromContributed11/30/14-11/30/16

TotalLifetime

Contribution

TotalLifetimePledge

LastContributed Received From

The Mike Molino RV learning Center proudly recognizes *Active donors are those who have contributed to the RV Learning Center during the past two years.

33NOVEMBER 2016

2,000 9,250 10,250 5/6/16 10,000 15,000 10/7/16

3,361 10,000 8/12/15 500 8,750 8/24/15 750 7,500 6/9/16

4,500 6,000 7,000 7/15/16 1,250 7,000 6/14/16

700 6,850 6/20/16 3,500 6,500 9/17/15

4,500 6,500 12/23/15 1,000 6,500 11/30/16

1,000 6,350 6/22/16 1,803 6,053 10/7/16

2,000 5,750 4/11/16 2,000 4,100 5,100 6/24/16

5,000 5,000 12/31/14 5,000 5,000 12/16/14

2,000 2,000 5,000 2/16/16 2,000 4,500 12/23/15 1,099 4,349 6/17/16

500 3,750 7/11/16 250 3,750 6/22/15 1,500 3,622 6/27/16 1,600 3,505 6/20/16 1,500 3,500 8/8/16

750 3,300 6/20/16 100 3,200 11/10/15

500 3,000 4/11/16 1,500 3,000 6/17/16

2,400 2,600 11/1/16 600 2,550 11/21/16

1,000 2,000 2,500 5/23/16 2,500 2,500 6/27/16 500 1,000 2,500 10/29/15

550 2,200 6/14/16 2,000 2,000 3/11/16

2,000 2,000 10/17/161,000 2,000 12/18/15

Candys Campers 500 1,800 6/6/16Northern Wholesale Supply Inc. 1,000 1,750 12/12/14Ocean Grove RV Supercenter 1,750 1,750 6/14/16Out of Doors Mart Inc. 250 1,750 10/13/15Steinbring Motorcoach 500 1,750 12/3/14Gib’s RV Superstore 1,500 1,500 12/2/15Schaap’s RV Traveland 250 1,350 12/19/14Camp-Site RV 500 1,250 1/29/16Ronnie Hepp 500 1,125 12/31/15Airstream Adventures Northwest 1,000 1,000 6/10/16Beckley’s Camping Center 250 1,000 6/12/15Bill Mirrielees 500 1,000 5/5/16Prime Time Manufacturing 1,000 1,000 12/30/14Tennessee RV Sales & Service LLC 500 1,000 6/14/16

BEnEFACTORSKeepers RV Center 700 700 850 6/14/16American Family RV Inc. 500 500 9/2/16Camp-Land RV 500 500 6/14/16Florida Outdoors RV Center 500 500 6/15/15Holiday Hour Inc. 200 500 3/14/16Kroubetz Lakeside Campers 250 500 11/9/15Modern Trailer Sales Inc. 250 500 6/22/15The Makarios Group LLC 500 500 6/3/16

SuPPORTERSStarr’s Trailer Sales 450 450 6/16/16Lou Novick 100 400 11/25/15Carolina Coach & Camper 250 350 6/15/16Liberty RV 250 300 9/6/16Arlington RV Supercenter Inc. 250 250 6/8/15Black Book RV Value Guide 150 250 3/16/16Elizabeth RV 250 250 10/11/16Foremost Transportation Incorporated 250 250 5/4/15Tri-Am R.V Center of East Tennessee 250 250 2/5/16C.S.R.A. Camperland 200 200 12/12/14Richard’s RV ServiCenter 120 120 7/15/16Chesapeake RV Solutions 100 100 2/29/16RV Share 100 100 12/31/14RV Value Mart Inc. 100 100 6/15/15

EndOWMEnTSKindlund Family Scholarship $270,000

Contributed11/30/14-11/30/16

TotalLifetime

Contribution

TotalLifetimePledge

LastContributed

Contributed11/30/14-11/30/16

TotalLifetime

Contribution

TotalLifetimePledge

LastContributedReceived From

these COnTRIBuTORSMike MolinoThe


American Guardian Warranty Services800) 579-2233 x4213.............................2

DealerPro RV(888) 553-0100 ....................................18

Diversified Insurance Management(800) 332-4264 ......................................3

MBA Insurance(800) 622-2201 ....................................19

Protective Asset Protection(888) 326-0778........................back cover

RV Rental Connection(844) 796-6545 ....................................11

RVT.com(800) 282-2183 ....................................35

Sobel University(253) 565-2577 ....................................23

Spader Business Management(800) 772-3377 ....................................17

Wells Fargo Commercial Distribution Finance (800) 289-4488 ....................................15

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35DECEMBER 2016