The focus of the program revolves around their systematic analysis of steering and suspension problems during a comprehensive 15 mile road test called the Road Performance Assessment ™ (RPA). The criteria for analyzing and solving steering and suspension issues are applicable not only for all types of motorhomes, but also for heavy trucks and other sized vehicles.

Robert Henderson, President of Henderson’s Line-Up, Brake & RV, created the MSSI classes after repeatedly finding coaches coming into his shop throughout the years with critical steering, suspension and alignment repairs still being needed, even though the customer was told the vehicle had been properly repaired.

Henderson discovered that the root of the problem had not been properly diagnosed, leading to an ineffective band aid approach to repair. Henderson and his technicians soon learned the extreme value of spending more time carefully evaluating the nature and cause of the problem up front, thereby assuring satisfactory repairs and gaining happy, loyal customers.

At the same time Robert and his brother John, head of research and development and shop foreman, along with the team of technicians created a new line of alignment, steering and suspension aftermarket products. The parts were designed, tested and distributed to replace inadequately designed products of lesser efficiency and durability. These products are now sold across the country under the division name of Super Steer.

MSSI’s Road Performance Assessment class includes: 

• Learning the steps involved in an effective inspection process. 
• Discussing the importance of customer service and effective communication. 
• Boarding a motorhome for a test drive using the RPA method. 
• Completing an initial inspection of a motorhome with checkoff sheets. 
• Entering into the inspection bay for further diagnosis. 
• Knowing what quality products are available for various repairs as outlined and explained in the class Training Guide. 
• Communicating the range of solutions effectively to the customer. 
• Learning the upside of down selling when talking to the customer. 
• Informing class participants of various repair solutions and tips discovered through 41 years in business.

Individuals from around the country attended the MSSI classes. A 10-member training team provided the instruction for each training class, with 3 motorhomes used during the road test and inspection process.

The Motorhome Steering and Suspension Institute is planning its next set of classes on March 8th and during November of 2003. Because class sizes are kept small for maximum effectiveness, reservations are encouraged in advance.