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Members of the Recreation Vehicle Dealers Association (RVDA) will receive a detailed analysis on the recently completef RoperASW customer satisfaction survey during the RVDA’s Convention/Expo, Sept. 30-Oct. 3 in Las Vegas.
During the general session Oct. 2, Chris Jaworski, a RoperASW senior vice president will provide an in-depth look at the survey with the goal of helping dealers understand RVers’ “hot buttons.”
“It’s more information on dealers than we’ve ever had before,” said RVDA President Mike Molino. “It will go into more depth about where the moments of truth are as far as the customer is concerned.”
Initial results from the survey, commissioned by the Go RVing Coalition’s Committee on Excellence and unveiled behind closed doors during a coalition meeting in June, showed overall satisfaction of RV buyers with their RV experience remained the same or dropped slightly during the last two years.
Nearly 150 exhibitors, 1,600 people and representatives from 800 dealerships are expected to attend the Con/Expo at the Rio All-Suite Casino Resort.
During Con/Expo, RVDA will officially launch the new Internet-based RV Learning Center, which promises to deliver nontechnical education material and opportunities to RVDA members.
Additionally, Marty Shea, owner of Madison RV Center Inc., Huntsville, Ala., will accept the 2003-2004 chairman’s gavel from outgoing Chairman Bruce Bentz principle of Capital RV Center, Bismark, N.D.
The RV Learning Center will have a physical presence at RVDA headquarters in Fairfax, Va., but access primarily will be through a beefed-up website (www.rvlearningcenter.com) that will contain a library of resources, according to RVDA Education Foundation Chairman Rick Horsey, owner of Parkview RV Center, Smyrna, Del.
“There is a need for ongoing education that we want the learning center to facilitate,” Horsey said.
Featured workshops topics will include: inventory management by Joe Lescota, president of Joe Lescota Management, Education and Training Inc., and chairman of the Automotive Marketing Department at Northwood University in Midland, Mich.; dynamic coaching solutions by Paul D. Cummings, president of Training Strategies Inc., Wildwood, Ga.; mentoring for technician satellite training by Jim Carr of Carr & Associates Inc., and director of the RV Training Institute, Lake City, Fla. Other workshops will offer advice on management, sales, service, F&I, rentals and the aftermarket.
The eighth Annual RVDA Education Foundation Classic Golf Tournament will be Sept. 29 at Badlands Golf Club.