RVB Top 50: Campers Inn RV Earns Blue Ribbon Award

Editor’s Note: Campers Inn RV was one of five dealerships to earn a Blue Ribbon Dealership Award during the RVBusiness Top 50 Dealer Awards ceremony, which took place Nov. 13, 2019, during the RV Dealers Convention/Expo in Las Vegas. The RVB Top 50 Awards were sponsored by Airxcel, Brown & Brown, Cummins Power Generation, Dometic Corp., Freightliner Custom Chassis Corp., Northpoint Commercial Finance, NTP-STAG, Lippert Components Inc., Protective Asset Protection and Wells Fargo CDF. Read more about the Top 50 Awards and the RV Dealers Convention/Expo in the January/February issue of RVBusiness magazine.

Dealership size has never been a determination of the RVBusiness Top 50 Dealer Awards. If that were the case, Campers Inn RV — now with 25 locations — might be an annual recipient. Instead, it focuses on the “best practices” employed by the dealership, along with metrics gauging community involvement.

Those measurements, however, are a prime reason for Campers Inn’s phenomenal growth and its inclusion this year as a Top 50 “Blue Ribbon” dealership. From its “concierge department” and a detailed plan for charitable initiatives to its use of technology and training — including its own “Campers Inn University” — the Jacksonville, Fla.-based dealership pushes company involvement to a new level.

Campers Inn President Jeff Hirsch accepts Blue Ribbon Award

The company itself lists a number of major initiatives that have helped fuel its growth, particularly focusing on customer service, including:

• Comprehensive customer feedback, use of a customer service expert and consultant — and total team buy-in for the firm’s values.

• Launching a service improvement initiative to get the job done more efficiently, quickly and with the right parts. “We put a considerable effort in order to upgrade technology at every location,” noted Ben Hirsch, chief operating officer. This included providing iPads to technicians to reduce wasted time, tracking efficiency data in each location and “getting our parts and accessories in-stock accuracy and aging to industry-leading levels.”

• Creating an in-house CSI task force “to push ourselves on delivering a better customer experience,” a program that resulted in a VIP delivery program now used at all stores;

• Use of a “We Care” department to reach out to every customer who mentions an issue with Campers Inn online. “The goal is to make it right and get the customer working with the dealership personnel to turn the situation around,” said Hirsch.

• Development of a “concierge department” that actively works with customers to help them enjoy their ownership experience, recommending service intervals, scheduling appointments and offering opportunities to move into new vehicles. “The department’s job is actively reaching out to our customers between purchases,” noted Hirsch.

• Training employees on customer service through an extensive weeklong event at the company’s training center, including 75% of service writers and every service manager and F&I manager. “We also outsourced training for more than 100 personnel by sending teammates to Sobel University, Spader seminars and RVIA technician training,” said Hirsch. “Overall, we continue to put ourselves in a position to be the RVers’ trusted resource in each of our markets.”

Of course, customer service isn’t the only focus at Campers Inn. Dealership executives note that continuous improvement and ongoing training and development is a core principal for the retailer. All employees are encouraged to continue their education — which Campers Inn assists with financially — and offers development to advance employee careers. All fixed-operations personnel are required to become certified through the Mike Molino Learning Center or through RVIA technician training once joining the team. Even marketing personnel are sent to outside classes to enhance their skillsets.

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