Village RV of Roseville, Calif., was named the Recreation Vehicle Dealers Association’s (RVDA) Top Quality Dealer of the Year during the association’s International Convention/Expo in Las Vegas last week.
RVDA Past Chairman Bruce Bentz of Capital RV Center in Bismarck, N.D., the RVDA Board chairman for 2002-03, recognized Village RV principal Bruce Cooper and General Manager Jim Wagner for their achievement.
Cooper founded Village RV in 1987. The dealership originally was built as a Cadillac dealership in the mid-1960s and was completely refurbished upon acquisition.
In 1998, Cooper acquired an additional 4.2 acres and built a new 10,000 square foot service building with a conference room, training room, offices and workout room. The dealership has been profitable for 13 years and has made $2 million worth of capital improvements in the last three years. Cooper serves on the RVDA Board of Delegates and the California RVDA Board of Directors.
“We’ve gone from putting out fires to starting customer ‘love-letter’ notebooks in all our sales offices,” Cooper said. “We’ve tied our pay plans to our customer satisfaction ratings. The culture change, started by the creativity of our employees, has been the single most positive and cohesive change Village RV has ever taken and I’m convinced it plays no small part in our continued success.”
The Top Quality Dealer of the Year Award recognizes RV dealerships that, through their professionalism, promote a positive image of RV travel, RV dealers and the RV industry at large. Any RVDA member who owns and operates a full-service RV dealership is eligible to be nominated.
Judging focuses on customer satisfaction; sales, financial status, physical plant, association and community service and responsiveness to adversity. A panel of past recipients of the award select the national Top Quality Dealer and four regional Top Quality Dealers.