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The Art of Customer Service G

ood customer service is a skill, but great customer service is an art. It’s something that comes from within, out of a desire to do the right thing, every time, every day, often putting others’ needs before your own. What is it? Just a tag line overused by marketing professionals? True customer service can’t be taught in school or found in a book, it comes from the heart.

but their service departments are only available during business hours? At Millennium our philosophy is that the most important calls come from your current customers. I’ve left many a sales presentation to take a call from a Millennium owner.

It’s important to be a good listener. What happens when your mom calls? The world pauses, you pay attention and will tune out all other distractions in order to fully focus on mom. We stop in our tracks, we True drop what we’re doing customer and we listen. And we care, empathy goes a service can’t long way.

When Evelyn and I started Millennium we knew that be taught in our company could only Go the extra mile. be successful if we took school or It’s such an old care of our customers, our found in a fashioned principle. people, and most book, it comes To do more than importantly each other. We what is required of started by empowering our from the you, to be helpful even if people to do the right thing there’s nothing in it for heart. and to be mindful of our clients’ you. We like to think of needs. Whether they worked in sales ourselves like mission control. and service or were part of our cleaning When our clients are on the road and in crew, we wanted our people to have a need of help we want to be the support customer service focused mind and crew that gets them up and running attitude. quickly, taking care of all the details. We strive to lead by example, to show our We have built our name on a foundation people how to serve by first being of of service. Our goal? To build the most service to them. As our company has advanced motor home of its class and to grown, we have continued to lead with lead the industry in customer satisfaction. the same philosophy. Our culture is of To create customers for life. We are a service to all, we take care of our clients, service company first, we just happen to the company, the product and each other. build coaches. Sam Walton said it best, First, you have to be available. We “There is one boss, the customer, and he answer our phones 24/7. That means can fire everyone in the company from nights, weekends and even during dinner. the Chairman on down.” You never know when a client may have Nelson a need. Have you ever noticed that most companies have their sales departments available after hours and on weekends

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Millennium Luxury Coaches 1601 Dolgner Place Sanford, Florida 32771 29 March 2013 Dear Nelson & Evelyn, I want to express my appreciation for the extraordinary service and commitment you and your employees provided me last week when we took delivery of our motor coach at your facility. I spent three full days with you, going over systems, learning the operation of all of the equipment, and becoming familiar with the technology. Every morning Nelson and my salesperson Ken Robertson checked in with me to plan that day’s agenda, and your technicians were available to explain all technical queries. Your customer lounge was extremely comfortable, and I truly enjoyed my time at Millennium. We have returned to Pelican Lake Motor Coach Resort with our motor coach and have already told everyone who has stopped to admire the coach that obtaining the coach from Millennium was the icing on the cake. It was truly a supportive, positive experience. We had several choices among the people in the business to purchase a coach, and we can’t express how happy we are at having chosen Millennium! Your commitment to customer satisfaction has proven to be truly remarkable. Thank you! Very Truly Yours, R. Jerry Nelson President Schneider+Nelson Porsche Schneider+Nelson Audi Land Rover Monmouth Jaguar Monmouth

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Connections! Meet Nick and Naomi!

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dventure is a way of life for Nick and Naomi. When it comes to traveling there are no boundaries and they’re definitely not afraid to leave the beaten path. As a matter of fact, Naomi flew in from Nepal for this interview, after spending 2 weeks riding elephants and visiting rhinos! Born in Tucson Arizona, Naomi moved to the east coast just out of college seeking a new adventure. There she met Nick, the man of her dreams, at a ski club! Nick, a New Jersey native, was a young Optometrist just out of school but he had the heart of an adventurer. His first camping experience was with his Jeepster with a boat strapped to the top. He and a college friend looked up the most remote park in the Rand McNally guide and set out for Jordan, MT. It was so remote, even the locals hadn’t heard of it. It ended up being a hair raising adventure that concluded with both young men floating around a lake on a night so dark you couldn’t see your hand in front of your face. Although Naomi started a little tamer as a young Girl Scout camping in tents, “I am the one to this day that is more willing to dive in and explore the unknown and unexpected…. Nick is a little more cautious” she said. “Early in our marriage exploring the great outdoors consisted of traveling by car and living in a tent,” said Nick. “But after many days and nights of rain and mud with an infant son and 3 year old daughter, I finally had to put my foot down!” Naomi added, “We need some wheels under us!” So after attending an RV show, Nick brought home a 21’ Winnebago. “Traveling in a home on wheels made all the difference, now instead of worrying about the baby in the mud, he now slept in a portable crib on the stove… turned off of course! And occasionally we had to rescue our daughter out of the crack in the cushions we put together for her to sleep on….but life was good!” “After years of RV’ing it was clear to me that Prevost built a better chassis. So 6 years ago we bought our first Prevost. And then after owning many different Prevosts, I realized how important good service was. I wanted a converter who I knew I could rely and depend on!” Nick continued, “While shopping around we came across a Millennium coach. We fell in love with Vonna first and when we met the rest of the friendly Millennium team we were hooked! And not only was the product great, but they also had a great reputation for service… just what I was looking for!” Nick and Naomi have covered all 50 states in their motor home travels. And now they are looking forward to going to all the National Parks. Last year they were on the road for a total of 8 months (30,000 miles) and with no tow vehicle. When asked about their favorite destination, Nick said, “Wherever you go there is always something of interest. There is no place you can go in the rest of the world that you can’t find a geographical equivalent of in the US. You don’t have to leave the country to find what you’re looking for.” There were a few times in their travels they had to be towed out of ditches and yes, they’ve had their fair share of near misses…but they have had lots of fun memories; like the time they pulled into a county fair and were hunting for a place to park. A guy in a golf cart pulled up and said, “Follow me, I’ll park you!” After he got them parked and settled in, he asked, “Where’s the band?” Nick said, “For a moment we felt like Rock Stars!” And there’s the time when a fellow camper told them they had to go see Yoho Park in British Columbia…..what an experience that was! They encountered hair pin turns and ended up turning the coach completely around in the middle of the road. With only one foot of clearance! Nick counted 15 turns. We have been fortunate to have Nick and Naomi as family and friends! They have taught us that the purpose of life is to live it and to enjoy the journey; you’ll eventually arrive at a destination.

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s. orable trip m e m t s o omi’s m k and Na ic N f o e n This is o

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ocated about 60 miles north of Peach Springs, AZ, Havasu Canyon is a paradise where turquoise water cascades into travertine pools. A side branch of the Grand Canyon; the Havasupai people have inhabited this lush canyon for over 800 years. They are the smallest Indian nation in America totaling about 600 people. There are no roads to Supai Village so you must arrive by horse or on foot, or if you’ve made prior arrangements, a helicopter. The trail head starts at Hualapai Hilltop which is a large parking lot attended by an old Indian that lives there in a rail car (folks we’re not making this up.) Nick warns that he plays a mean game of cards so be prepared! He’ll watch your vehicle and get you started on your way.

For hikers the canyon is a bit of a challenge with over 2000 vertical foot of descent on narrow switchbacks with the sparse vegetation giving no hint of the lush canyon below. A small restaurant (Nick recommends the chili) and a motel with basic requirements will provide a restful overnight stay so that you can hike to 3 different waterfalls (the last one requires a climb down a rope ladder!) We warned you that this was not for the faint of heart, but if it inspires the adventurer in you visit www.havasupaitribe.com for more information.

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Collision Repair & Paint Services We Service: All Recreational Vehicles • All Trucking & Fleet Vehicles • All Trailers • All Tow Vehicles

Exterior Services: • Base Coat / Clear Coat

• Professional Collision Repair

• Fiberglass Front and Rear Cap Replacements

• Expert Color Matching

• Storm and Hail Damage

• Refinish Trailers to Match Your RV

• Fiberglass Repair

• Welding

• 3M Protection Services

• Dent and Scratch Repair

• Window Replacement

• Resealing

• Awning Installations

• Custom Paint Work including Pin Striping, Fades, Lettering

• Rust Protection

• Coach Structural Repairs • Delamination

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• Under Coating • Full Detailing

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Reservations call 1-888-223-0170 or email: reservations@hearthsidegrove.com 2400 US 31 North • Petoskey, MI 49770

www.HearthsideGrove.com

Experience the Adventure ...we’ll do the rest! RV Tours & Rallies - Mardi Gras - Kentucky Derby - NASCAR Races - Balloon Fiesta - New York City - Branson Christmas - Christmas in the Smokies - Calgary Stampeded - Rose Parade...

...where do you want to go? This amazing event is hosted only ONCE each year in Albuquerque - the International Balloon Festival is a true bucketlist rally! Enjoy professionally guided tours, experience local culture and build friendships that last a lifetime. We have more than 60 Unique Itineraries to destinations around the world... call for your free catalog!

GUIDED

RV Tours & Rallies

designed with you in mind...

Call today for a FREE RV Vacation Catalog. It’s your turn. Experience the Adventure... ...we’ll do the rest!

877-322-0190

800-872-7897 www.adventurecaravans.com

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^MZaVW_IVL\PMVaW]ÅVL a place so rich with history and inextricably connected to nature, you almost feel as though you’ve been transported back in time. Back to a time of simple pleasures where every sense is engaged. The gentle sounds of water lapping along the shore and palm fronds rustling in the warm breeze. The distinct, crisp smell of a cool morning. The vibrant colors painted across the sky at the beginning and ending of each day. These are the things our souls long for. These are the things we pursue.

For many, this pursuit has taken us from coast to coast as we have explored and sought that elusive magical destination. Even today, as Florida celebrates its 500th year, discoveries are still being made. Resting along the shores of the Caloosahatchee River in Southwest Florida is a special place that would have made Ponce de Leon believe he had found the Fountain of Youth. History shares with us that for the past 300 years, Native Americans and farmers used the shores of the

+ITWW[IPI\KPMM:Q^MZI[NMZ\QTMÅ[PQVO farming, and hunting grounds. In fact, the perfect tropical climate, clean air, and pristine waters made the 34 acres at River Landings an ideal location for a pineapple farm during a good portion of the 20th Century, and this is the perfect precursor to what the land represents today. The pineapple has a colorful history and is today heralded as the princess of fruits and credited as a symbol of hospitality and welcome.

We welcome you to River Landings. Located just 15 minutes from Fort Myers, Florida, River Landings offers 67 waterfront sites. The property has been masterfully planned down to the smallest detail with an emphasis on providing owners with a sense of place and privacy, yet connecting them to the friends and the natural amenities

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that make River Landings so special. The tropical climate and fertile soils allow us to deliver a landscape that is, in itself, an amenity. Elephant ears, bamboo stands, palm trees, majestic oaks, your own private island, and, yes, pineapples can be found across the resort. Attention to detail and craftsmanship flows through to each and every site on the property. Beautiful coach homes with floor plans that provide seamless transitions from interior and exterior entertainment spaces provide owners with comfort at every touch. Coach homes, pools, spas, and outdoor kitchens are just a few ways for you to customize our 6,000 sq. ft. design-build sites. The resort also offers a private marina, a private island, beautiful walkways, lush landscaping, and all the amenities you desire.

EXPLORE While you may choose to spend your day at the resort, you can also set out by car and explore Southwest Florida. Cape Coral, Sanibel, and Captiva Island are so close you can drive there for lunch. For those who prefer to explore by way of water, our private docks connect you to the Gulf of Mexico to the West and the Atlantic Ocean to the East.

ATTENTION TO DETAIL AND CRAFTSMANSHIP FLOWS THROUGH TO EACH AND EVERY SITE ON THE PROPERTY. For those looking for their very own Fountain of Youth, limited ownership opportunities are available. To learn more about this special place, please visit www.RiverLandings.com or call 863-612-0104 to schedule a private tour.

River Landings is located just 15 minutes from Fort Myers, Florida

THE GOLF ENTHUSIAST For golf enthusiasts, each site at River Landings comes with a membership to The Verandah*. The Verandah’s two golf courses were designed to complement the landscape: tree lines were preserved, waterways went untouched. And with this devotion to the natural surroundings comes references to some of America’s most famous courses including Winged Foot, Oakmont, and Pinehurst.

*$5,000 valued initiation fee covered by River Landings. Monthly fees are the responsibility of the membership owner.

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Vermont Grilled Salmon Grilling Season is Here! is great recipe from Millennium owners Herb & Louise is the perfect excuse to dust off the grill and put it back in service! Salmon Filet or steaks 1/3 c. Soy sauce 1/3 c. Vermont or Michigan maple syrup 1/3 c. White wine (Chardonnay or Sauvignon Blanc) Chopped fresh garlic clove Marinate for no more than two hours in a non-corrosive dish. Light your grill and cook to your desired taste. Can be done with foil or cedar plank.

Cake In A Cup

is recipe should come with a warning label! It's packed full of chocolatey goodness and so easy and fast you'll be curled up in your easy chair in a carb coma before you could preheat an oven! Feel free to experiment a bit with different add ins or toppings.

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2 TBS flour 3 TBS sugar 2 TBS unsweetened cocoa 1 large egg 2 TBS milk 2 TBS canola oil 2 TBS chocolate chips tsp vanilla Dash salt Find a cup that will hold about 1-1/2 cups of liquid. More is fine, but less will make a mess. Also, the smoother the inside of the cup, the easier the cake will fall out onto a plate when its done. Add dry ingredients to the cup. Add the egg, milk, oil and vanilla and mix well with a fork or small whisk. Add the chocolate chips (or nuts, coconut, whatever else) and stir to blend. Put the cup in the microwave and cook on high for two minutes. Allow to cool for 15 to 30 seconds and tip onto a plate. Hint: a little vanilla ice cream never hurt anybody! 10 Issue 19 ©

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Pre-Owned Inventory

2013 Millennium H3-45 S4 #513

2009 Millennium H3-45 S2 #519

2008 Millennium XLII S2 #527

2006 Featherlite H3-45 S2 #517

2003 Millennium XLII S2 #525

2003 Royale XLII S1 #518

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elling out months in advance, our spring rally was a huge success! We shared too much information during the "Not so Newlywed Game," had some “come to Jesus” moments during our Hallelujah breakfast and with way too many choices at Food Truck Wars we all gave up on moderation and tried it all. Our lunch with Astronaut Captain Michael McCulley was truly out of this world, he answered questions we didn't even think to ask, and then we journeyed to the Land of Oz for a truly amazing performance of Wicked. We got our groove on and let our hair down for some psychedelic fashion statements. From channeling our inner Picasso with paint and canvas to learning our past & future with palm readings, it was a week full of old friends, new experiences and great fun from start to finish!

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Alice taking a break

Don’t blink... dont’ blink...

Bringing the perm back

Gospel brunch Hard Rock Live March 2013

Having a hallelujah moment

Filled with the spirit

Kennedy Space Center

Our Village People Lunch with astronaut

Men shopping

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Ladies shopping

Vonna giving Chris the raspberry Yes they actually had these in their closet OMG did he really say that?

Our not so newlyweds

Yes folks, that’s a lampshade on her head

Picasso at work

Ready for take off

One groovy family

We know how to hitch a ride

Way groovy

Can’t control those bikers Our Artists

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STARRING Mark is the most interesting man in the world.

If he were to give you directions, you’d never get lost, and would arrive five minutes early. He’s been the featured guest at many celebrity Bachelor Auctions, and raised enough money to end world hunger. The president of the United States consulted him to help plan Y2K. The Police question him because they find him so interesting. His mustache has experienced more than a lesser man’s entire body. He doesn’t often drink beer, but when he does, he prefers Dos Equis.

WILLIE always looks like he just did something really bad…and he’s in the process of covering it up. Other than being late to work, he says his biggest fear in life is getting caught. We’re not sure if he means by the law, or just his momma. He likes “Good sounding music” which tells us he’s not too picky…except when it comes to food. He’s never met a vegetable that he liked, and his idea of health food runs along the lines of oatmeal cookies. He loves to play racquetball, baseball, shoot hand guns, and work out at the gym. We discouraged the hand gun thing because he already looks guilty enough. No need to tempt fate. Willie loves hanging out with his fiancé Natalie and his dog Jake, which coincidentally enough is Willie’s nickname. Jake has the amazing ability to convert food to hair (Jake the dog, not Willie-Jake…stay with us people). You’re not the only ones confused here. When Natalie starts yelling at Jake, they both head to the doghouse. Despite his penchant for mischief, he has one hard and fast rule that he lives by…”Women are always right, I am always wrong, and the phrase “I’m fine” is the calm before the storm”. Willie is a very wise man. is a champion cross word puzzler. Around here we call her the napkin ninja, because she can turn two scraps of fabric into works of art on a dinner plate. However, one talent she doesn’t have is reading maps. Unfortunately, we were lost in Ocala when we figured that one out. When we asked her to find Interstate 75 she happily pointed out that, “It’s about an inch from the pink road!” Vonna has the ability to be enthusiastic about anything…at any hour…which usually results in her running through the halls to share her enthusiasm and generally requires us to stand and clap. It’s probably not required, but we just like to stand and clap, it usually makes her run faster.

VONNA

Bob is like a Swiss Army Knife. No matter what you’re trying to do, he comes in handy. For fun he creates spreadsheets, flow-charts, and reads instruction manuals. He’s the guy that actually reads the fine print, quotes the fine print, and will probably make a graph of the finer details for the rest of us. Whether it’s the best restaurant for dinner or the hottest nightspot for networking, Bob can name it, send you the Google Map link, and tell you the best night to go. He probably has it all in a pie chart. We think everyone should have their very own Bob; we’re not sure how the rest of the world gets by without one!

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Millennium Luxury Coaches 1601 Dolgner Place Sanford, Florida 32771

PRESORTED STANDARD US POSTAGE PAID MID-FLORIDA, FL PERMIT NO. 20590


Millennium Magazine Issue # 19