A Lazydays experience just didn't "happen." First it needed a vision, and the founder, Don Wallace, provided that. Soft-spoken, sincere, and embodying the true definition of "Southern Hospitality." Second, it needed the hard work and dedication of every employee to turn Wallace's vision into reality. He's quick to give credit to Lazydays' employees for helping to achieve his vision. Third, they had to believe in what they were doing or it would never be transferred to the customer. Fourth, and probably most important, it requires continuous process improvement through weekly training sessions that must be attended by everyone in the company. The training sessions reinforce the Lazydays vision and experience. And guess who teaches the class . . . right, Don Wallace himself. Leading by example, he took full responsibility for teaching and motivating the employees to make sure that every time someone visits Lazydays they get the full experience of what the company has to offer. This year Lazydays is celebrating its 25th anniversary. With no formal training in management techniques, Wallace sought the wisdom of the printed word found in various management, sales and motivational books. He had several on his desk the day we interviewed him for this article. When asked when the vision of exceptional customer service and training first came to him, he was quick to explain that he remembers it so well. He was sitting at a traffic light one day in 1986 listening to a set of tapes on how to make and keep customers for life. These tapes emphasized the importance of training. "It was right then that I had a clear vision of what we had to do, and why training was going to be such a big part of Lazydays' future success," Wallace said. "Originally we were just going to train our managers," Don added. "However, we soon expanded the program to include every employee, every week." Lazydays founder Don Wallace conducting morning customer service training Training isn't limited to just employees. Lazydays provides daily customer RV seminars in the fully equipped training room located in the main building next to the service department. On most days customers can attend free seminars on everything from generators to refrigerators and L.P. gas systems to air conditioning. There are usually three seminars each day and the schedule is posted monthly for all visitors to the dealership and RallyPark. Training doesn't stop in the classroom. During the peak-selling season, Lazydays has two full-time instructors teaching the RV Driver Confidence Course. This is a complimentary program for all customers and prospects. It's a unique and very important part of the Lazydays experience. Lazydays began to grow, and the vision of the ultimate RV experience began to flourish. They outgrew their former Tampa location and moved to the "experience" complex in 1996, which is located in Seffner, just East of Tampa. Highly visible from Florida's well-traveled Interstate 4 at Exit 8, the first thing you see is a mass of motorhomes abutting the highway. As you enter the facility, you realize that this isn't the display area . . . its customer coaches in the parking lot! It's safe to say that on many days there are more coaches in the parking lot than most dealers have on their sales lot. The customer experience starts the first time you encounter a Lazydays employee and hear them say: "Welcome to Lazydays." This is a phrase you will hear many times while you are on the property. It doesn't take long to realize that the welcome is genuine and that they really want you to enjoy the time you spend at this dealership. The high-column portico reminds you of an old Southern mansion awaiting its guests. Upon entering the facility a vibrant receptionist will provide assistance and explain the layout of the property and the various departments you may have occasion to visit . . . and there are many. The Lazydays property is so large that they have a fleet of golf carts used to transport employees and guests during their visit. In fact, the 150 four- and six-passenger golf carts are more than you will find at most golf clubs or resorts. Visitors will pass through the sales department on their way to the outside display area. Here you will find over 100 sales people assisting customers in person or answering questions from prospects and customers on the telephone. Just past the sales area is the large cafeteria and dining area where prospects and customers are invited to enjoy a free breakfast or lunch while on the property. Last year Lazydays served over 400,000 meals to their guests. "In January, we served over 50,000 meals," Wallace said. "I wish it was 100,000. Our guests are very important to us, and we want them to know how much we appreciate them visiting our dealership." When visitors enter the outside display area for the first time, they simply stand and stare. It sure doesn't look like the standard display area at most dealerships, with trailers and motorhomes squeezed up against each other with barely any room to walk around them. All RV's are set in a park-like setting with manicured landscaping, benches, and winding pathways leading to little "villages" that represent various manufacturers' product lines. continued