Cover Story Page 4


Beaudry RV is committed to customer satisfaction whether it's helping an RVer broken down on the Interstate or selling them the RV that's just right for them. It's spelled success for this Tucson, Arizona, RV dealership.

And if Beaudry's plate were not full enough, they recently expanded into California. They are in a temporary facility in the San Diego area now; however, Beaudry is building a new facility in San Marcos adjacent to a new Camping World store. The general manager of the San Diego operation is Louk Nienhuis. The San Marcos store will be the exclusive Fleetwood motorhome outlet for the San Diego area and should be open by July or August.

Holman said, "The whole dealership is going to be like a dream come true for a lot of us -- a recreational vehicle center that would be more of a destination than just a service center or sales lot. We've been working toward this for the past 8 to 9 years."

Obviously, with these kinds of investments, Beaudry RV is committed to the RV business for many years to come. And Burden is optimistic about the industry's future. He said, "My feeling is that the future of the RV industry is going to be stronger and more powerful over the years.

"I think that we're going to have some ups and downs. The biggest increase in our business is going to come in the next ten years. Then there will be some leveling off. But I also believe what I said before: we have developed a market place. Who's to say that the baby boomers are the only ones that will enjoy RVs? You don't think that the generation coming behind us is going to? If that's the case, they'd better stop building BMW's because once the baby boomers stop buying them, they're going to be out of business! They're the ones that made BMW. I see the RV business as going to a "peaking" season now, because of the baby boomer; but I also see an ongoing, continual, thriving business in the future."

Whether it was uncanny insight, hard work, or those years traveling by RV himself, Burden has built an impressive legacy which is Beaudry RV. And while co-workers are quick to credit Burden's vision for much of the success, Burden himself credits a lot of others not the least of which is the Beaudry family. Burden said, "My history and strength is probably more in marketing and sales than it is in business. The company is very fortunate to have what we feel are the greatest owners in the business. They are dedicated and committed to the success of their automobile business plus have made that same sort of dedication and commitment to the RV end of the business -- that's one of the reasons why we're so successful.

"Mack Beaudry founded the company in 1940 and was a Chrysler dealer. Lee Beaudry (his son) came on board in 1948 and ran the business end of it. He's a lawyer and a CPA. And his son, Bob Beaudry, who I feel is one of the best marketing experts around today, has been with the company since 1960. Bob has had the greatest impact on the RV part of our business of any one in the family.

"So I could not have done it without the support of the Beaudry family. And it needs to be said that a great deal of credit for what has happened here is due to that commitment from that family. The rest of it is because of our employees. We feel we have the best group of employees in the industry, and the best team in the industry -- not only in sales, but parts, service, clerical and all areas of the company.

"I can't say we know some secret formula for success. Customer satisfaction is a major point around here. My feeling is, if you can satisfy over 90% of your customers, then you don't have to worry about where your future business is coming from. They will keep sending it; and they will keep coming back. So, we have focused on customer satisfaction. We're never at a level where we are satisfied; and we won't really be satisfied until we reach 100%. That's our goal. Pretty lofty goal, but if you can have that as a goal, then you're ever improving on things.

"If there is a secret to our success in sales and the technique that we use, it's simply: Logic, Honesty, and Common Sense."

RVN


Copyright © 1997 Web Site Management, Inc.