Dear Editor:

I've just read Bob Zagami's commentary in the January, 2001 issue and wish to expand on his theme. I hope you will pass this along to him.

I am not in the RV industry except as a consumer, but have bought several RVs over the years (now own a Fleetwood motorhome) and have a fair amount of experience on the buyer's side. I also have many years experience in the computer industry as a consultant, including several years working with automotive and truck dealerships, so I am somewhat familiar with the business operations side of a dealership.

In a nutshell, I find the typical RV dealership to be in the dark ages as far as both sales skills and business management. Not universally, of course, but I am not at all surprised at the two items Zagami cited in his comments. Whether on their sales lot or at a show, many RV salesmen have no idea how to approach a customer, size up their potential as a customer (qualify them, in sales parlance), or even close a sale. And their product knowledge is often dismal as well, even on their own products. The dealerships frequently will not spend a dime on basic prep for the units on their lot, especially used ones. They are shown dirty, with obvious broken parts, signs of leaks, etc. I have asked about this a number of times and the universal answer is, "Oh, we don't fix them up till somebody buys them", apparently not understanding that many prospective buyers are turned off by this approach. Further, few of them dress units on their lot to look attractive, e.g. place settings on the table or a sample picture on a wall. The ladies, in particular, want to see an eye appealing, high quality product. Every car dealer knows this well and rarely will even allow a customer to see a dirty or defective unit. An RV dealer, on the other hand, will show you a new unit with broken cabinetry or damaged exterior and expect you to believe it is a high quality unit that will last you through years of enjoyment. Small wonder that so many RV dealers fail or change hands often.

The manufacturers aren't much better, beginning with the fact that they do little to improve their dealerships. Car and truck manufacturers spend heavily to train and improve their dealers, knowing that it pays back well in improved sales and customer loyalty. RV manufacturers spend on advertising.

My congratulations to Mr. Zagami for his open challenge to the RV dealerships - they need a sharp kick to wake them up. Even we consumers would benefit from improved marketing and business practices in the dealership.

Gary Brinck
Silver Springs, Florida

Dear Editor:

What a great two-page spread with super graphics that RV News did in the Feb. issue on SmarTire.

Thank you for that, and for your interest in the product. I hope your many readers will find it of special interest.

John McLain
INK, Inc.
Keene, New Hampshire

Dear Bob:

Bob, we can all sit on the sidelines and "cheer." But, your article in RV News, February 2001 entitled "The RV Experience - We are All in This Together ­ Right?" hits the nail on the head. And, I don't think that it could have been said any better.

K.W. Stephens
President
National RV Owners Club
Gonzalez, Florida