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The Industry Needs to Support Life on Wheels by Russell Maxwell I just finished my fourth time, as an instructor at the Life on Wheel's Educational Conference. There were approximately 500 students (RV owners and wannabe owners) attending. More than 80 did not own an RV, but had come to learn which questions they should be asking when they start looking. On the night of introduction of the students to the instructors, Gaylord Maxwell (no relation), the founder of Life on Wheels, asked how many had pc's or lap tops in their RV's. Almost every hand went up, and then Gaylord asked how many were hooked up to the Internet. Again, almost every hand went up. When talking to the students outside the classroom most said they were using the Internet to get price's for their next purchase. When I asked them why are they purchasing an RV so far from home, their answers were almost always the same. Through the years of owning an RV they have learned they do not have to go back to the selling dealer for service or warranty unless it is a "brand x" part. They also said the service and attitude at a RV service center that did not sell RV's was far better than those that did. These people are hooked on the Internet and this is only a small sample. There was a high number of RV owners that really felt the manufacturers had let them down and had changed brands when they repurchased. I would suggest that an OEM that does not have a customer service department with people that know the product had better make some changes as customers are getting smarter. Of all the topics discussed outside the classrooms, there were two that were at the top of the most asked questions among both the RV owners and "wannabe" owners that attended the recent Life on Wheel's Educational Conference. RV Dealer - Consumer Relationship This was the number one topic of students that owned RV's, and the RV dealership sales department was number one with RV Consumer complaints. I will put them in order of rank for the most complaints. 1. Sales person's lack of knowledge about the RV. 2. Very high pressure selling - really turned the customer off 3. After signing the contract, the honeymoon was over. No more Mr. And Mrs. They were left to fend for themselves through the rest of the process. 4. Very poor walk through, if any. An example of this dissatisfaction was a student who had purchased a fifth-wheel (first-time buyer). He had asked for help in hooking up and was told that wasn't their responsibility and the sales person walked away. Another example talked about was a single lady (first-time buyer) who had purchased a Class "C" motorhome. After taking delivery she asked to have the awning demonstrated, but the sales person said he couldn't because it was parked too close to another RV. The sales person never offered to move the RV up -- he just handed her the keys and walked away. Of all the people I talked to, not one of them had returned to the same dealership to purchase their next RV. More than 80 wannabe RVers at the conference listened to the complaints of veteran RVers. And I don't have to tell you, they are not getting very good reasons to buy an RV and get into this lifestyle. The RV dealer is the key to the success of the RV industry. If they sell RVs we all make money. If they don't -- well we all know the answer to that. My suggestion to any industry member is to attend a Life on Wheel's conference as a student and just listen without letting anyone know where you work so they can hear first hand what people say about the products and service consumers receive. The education would be worth ten times the cost to attend. After that I would get off my soap box. Of the nearly 100 RV manufacturers, only 12 support Life on Wheels. There are over 800 RV suppliers -- only 10 support Life on Wheels. There are approximately 300 Warehouse Distributor's -- only 1 supports Life on Wheels. Among the estimated 3,800 RV dealers around the country not one supports Life of Wheels. I urge everyone to contact Gaylord Maxwell and pitch in and help both with your wallet and with your moral support. The Life on Wheels Education Conference. You can call, write or e-mail Gaylord Maxwell and ask what you can do to help. Here's the Life on Wheels contact information: Gaylord Maxwell RVN
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