When I assumed the responsibility of editor of RV News, I asked for reader input on what you would like to see in our magazine. Many of you responded with requests that we include more stories on small businesses and the role they play in the RV industry.

Quite often, the trade publications tend to focus on the larger companies, dealers, and related industries and the successful small business entrepreneurs are left on the cutting room floor.

Not this month.

We've selected three outstanding small business ventures that have quietly earned industry honors that are the envy of their peers. These small businesses can teach a few big businesses some important lessons in sales success and customer service.

Here's a sneak peek at the three companies we have chosen to highlight in this article: We have a campground in Maine that has earned TL's 10 plus star rating for facilities and spotless bathrooms. . . you can count the number of campgrounds that earn this honor on a few hands.

We have a dealer in Connecticut, on a road that you will never find unless you are looking for it, who just became the top selling dealer for Palomino for the second year in a row.

And we have a dealer in the coastal area of Maine who, in their first year, made it into the top five dealer list for Breckenridge Park Model trailers. This year they increased their business 82% and took the top slot in only their fourth year of selling new units.

All three businesses are run by dedicated husband-wife teams, and in two of them. . . they are the only employees.

Collectively, this outstanding group of business professionals have proven that you can succeed in any business if you work hard, understand your customers, and deliver a level of service that far exceeds the competition and keeps bringing the customers back. In fact, these three companies have perfected it and have the trophies and honors to prove it.

Our congratulations go out to these businesses, and all small business owners, who have followed their dreams and built a business that the big companies envy.

Top of the Hill RV
Wolcott, CT
Bob & Mary Lou Griffin

(L) Bob and Mary Lou Griffin with grandson Eric LaDuc on left.

You can't get there from here. . . that is, unless you really want to. And it's obvious by their sales success that people do want to do business here.

I first met the Griffin's at the 2001 Hartford show and wrote about their Palomino top dealer trophy proudly displayed in their exhibit. A few months ago, while in Connecticut, I decided to give Bob a call and see if I could drop by to learn more about their company.

Bob said, "did the company call you?" I had no idea what he was talking about. We made arrangements to meet later in the day.

Upon entering the small, but efficient store, I saw not one, but two trophies on top of a display case.

Mary Lou said, "what great timing, we just got back from the Palomino factory and we were #1 again. That's what Bob meant when you called him earlier today."

I had not heard the news from Palomino yet, I just happened to be in the neighborhood. Here was a small dealer winning big trophies. For the second year in a row, Top of the Hill RV took top honors among all Palomino dealers in the country.

This is quite a feat when you consider that they have no employees. . . it's just Bob and Mary Lou, as it has been for twenty years at Top of the Hill RV.

The story is even more unbelievable when you consider that in April, at the height of the show season, Bob made an unscheduled trip to the local hospital to fit quadruple heart by-pass surgery into his busy schedule.

Despite that temporary setback, the Griffins still outsold everyone and captured their second straight #1 dealer award.

The reason for their success is simple says Bob, "we love our customers and they love us. We have developed a loyal following over the years, and it helped us win the trophy this year, even though I was hospitalized."
 

(R) Customer Ray Alenckis, left, ran Top of the Hill RV when Bob was undergoing heart surgery and Mary Lou was at his side.

When Ray and Michelle Alenckis heard of Bob's hospitalization, they both took a week's vacation from work and ran the dealership while Mary Lou visited with Bob in the hospital and got him back on the road to recovery. Bob said, "we would never have won the trophy without them. They ran the business. They sold the units and they fixed the units. We didn't have to worry about a thing. It was at the height of our busy season and our customers stepped in to take care of us."

Ray and Michelle have purchased three Palomino's from the Griffins, and stepping in to help them out was just a natural thing to do. Ray said, "we both took a weeks vacation from our jobs and told Mary Lou to take care of Bob, and we would take care of the business."

I guess that's the ultimate testimony to customer loyalty!

Even as Bob began his recovery, Ray would stop at the dealership each day and help out with hitch installations and any of the heavy lifting that Bob was not supposed to be doing.

Bob is quick to point out, "this trophy wouldn't be ours without them finishing up the year for us."

When asked what the key to their success is, both Bob and Mary Lou answered in unison, "hard work."

"It certainly isn't location, because people have to find us. Many of them are referrals. We don't have any sales people and we don't promise the world. . . the buck stops here. We have customers throughout New England and Upstate New York, and recently sold a trailer to a family on Long Island."

Mary Lou does a lot of the selling and Bob does the service and pre-delivery inspections and training.

Both are quick to point out that Palomino plays a major role in their success. . . it's all they sell. Bob notes, "they make an excellent product and stand behind it. It's an easy prep and the units need very little Q.C. on our end. It's a great company to work with."

There were about 36 dealers at the Palomino factory when the awards were presented this year. I asked Bob how the larger dealers responded when it was announced that this small company from Connecticut was once again their top dealer in the country. Bob responded, "they said it was because that's all we sell. What they don't understand is that's all we have to sell, we've got the best and know what we can handle. 

We also like what we do, and our customers appreciate that."

In addition to the trophy that is inscribed with the words: President's Trophy, Top Dealer Award 2002, the Griffins received a cruise to Alaska. . .something they were really looking forward to. The company started as a stove shop and then they added trailers. They actually ran two businesses up until six years ago. At that time, they went full time into the trailer business and have since quadrupled their sales.

They are closed on Mondays and take that day to catch up on paperwork and process orders. Mary Lou says, "we just don't talk to customers on Monday."

On the day that I was visiting, they were being assisted by their 13-year old grandson, Eric LaDuc. Eric is the first family member who has shown some interest in the business and was happy to help out around the shop. If he decides to enter the RV business, he's got some mighty big shoes to fill.

Bob and Mary Lou have set a pace that will make it very difficult for others to duplicate. It's good old fashioned business in Connecticut, and Palomino is hoping that they make it three in a row next year.