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Coach Net
Their Business is Your Customer Service

Coach Net's story is like a lot of other industry success stories where the founders risked everything they owned to pursue a dream. What makes Coach Net's founders different is that their business is helping other businesses improve their customer care by taking care of RV owners problems. Generically, you can call Coach Net an emergency road service provider, but their commitment goes far beyond that. Read what makes this team unique and see how you as a dealer, manufacturer or rental operator can improve your customer's perception of your business by partnering with Coach Net.

Convention Preview
1998 Recreation Vehicle Dealers Association Annual Convention and Expo
Review some of the highlights of the upcoming RVDA convention and exposition. It's an attractive program and all dealers should plan to attend.

Voices
No Way to Win
Raymond Padgett, aftermarket operations manager, at Hill-Kelly RV Center in Florida, expresses his views on the problems of competing with supplier manufacturers who will sell parts to consumers directly for the same price they charge service centers. Padgett suggests that each segment of the industry needs to stay out of the other segment's territory if the end user is going to be served and the parts and service facilities remain viable. Read how he compares what's happening in the RV industry with the auto industry and see what lesson could be learned.

Salesmanship
Service What You Don't Sell, and You'll Get the Sale the Next Time

Bob Zagami revisits the issue of servicing customers products that you didn't sell. Drawing on personal experiences in another industry, Zagami presents practical reasons why it will pay dividends in the long run if you take care of customers, even those who didn't buy from you the first time. Read Zagami's rationale and see whether you agree or disagree with his reasoning.

COLUMNS

Editorial
Fight Back
RV News suggests that the best way for RV dealers to compete with the mega conglomerate, Affinity Group, Inc., is to fight back by forming their own affinity groups from their own customer base, and then stop spending money on products and services that AGI offers because the profits from those sales could be used to target even more of an RV dealers' profit centers.