CONTENTS

Cover Story

A Case Study on Consumer Satisfaction:
The RV Buying and Owning Experience from an Owners Viewpoint
The Trials, Tribulations and Joys of Owning an RV

In March 1998 John Ballard said he had absolutely no interest in RVs and didn't  think he would be buying one. By November John and Kathleen Ballard were the owners of a  new Country Coach Allure. With the attention being focused on Consumer Satisfaction RV News believes their story will enlighten RV manufacturers, RV dealers and suppliers about what consumers  experience when trying to buy an RV as well as some of the frustrations and joys of RV ownership. Read the Ballard's account of the buying experience and then also learn how their first few months of ownership went. John and Kathleen may be typical of all of our customers so when they talk we should listen.

RV Aftermarket Association Annual Executive Conference Held This Month in Phoenix

The annual WDA -The RV Aftermarket Association (WDA) Executive Conference was held October 14 - 18, at the Sheraton Crescent Hotel in Phoenix, AZ.

Salesmanship
Showoff Your Showroom

This month Bob Zagami challenges RV dealers to take a close look at their dealership and showrooms to try to determine what potential customers see when they first visit. Read what Zagami sees as an important issue and why it can effect your bottom line either positively or negatively. Also learn how Zagami suggests using outside experts that will cost you little and add a new perspective to your presentation of your business to customers.

"New Products" e-Commerce Web Site Launched

RV America On Line® has introduced a new Internet service for suppliers and warehouse distributors to help launch new products and market test the viability of new products -- America's RV Store. Learn how this new site is designed to help increase business for suppliers, distributors and dealers.

Seeking Succession

Loyd H. Rawls, president of The Rawls Company in Orlando, Florida, has specialized in family estate and succession planning for closely-held, family owned businesses since 1973. In this, the first in a series of articles on succession planning, Rawls discusses getting started in the process which isn't always as simple as it sounds. Read where to start and then follow this series to learn what you need to know do it successfully.

Editorial
Repentance

Like a bad penny, the RV News' August Editorial entitled "What's in the J.D. Power Study that RV Industry Leaders Want to Hide?" has come back to haunt RV News editor Don Magary. Several industry leaders have taken the editor to task for the editorial.