arvc VOICE Summer 2013 by arvc

8 Tips

shoulder season

How to Get

to Maintain Pond Health

Weddings

30x ROI with One Rental

Mid-Season Strategies to Finish the Summer Strong SUMMER 2013

PLUS Service Standards

Cartography

for the 2014

arvc music licensing program,

and get the most coverage available from a single plan. This single annual license combines the benefit of coverage for both ASCAP and BMI at a drastically reduced rate. Discounted monthly SESAC licenses are also available at an additional cost. To participate in the exclusive combined licensing program for the calendar year 2014, call our office at (303) 681-0401 or go online at arvc.org/music-licensing.

contents

editor-in-chief

Jake Poterbin

contributing writers Jeff Crider, Tom Gerken, Jimmy Felton, Larry Brownfield chairman

Rob Schutter, CPO, OHC

first vice chairman

Marcia Galvin, CPO, OHC

second vice chairman

Terry Muñoz, CPO, OHC

treasurer

Tim Deputy, CPO, OHC

secretary

Truman Hartshorn, CPO, OHC

immediate past chairman president/ceo

features

22 8

communications

park owners can take advantage:

campground weddings are trending

28 how

to make

30x

arvc Perspective What’s Happening

Member News

Q&A with new park member, Lavaland RV Park in Grants, New Mexico; 2012 National Operations Survey results now available; and how some RV parks and campgrounds are supporting their community.

Member Programs

advertising coordinator

Jake Poterbin

arvc VOICE 9085 E. Mineral Circle, Suite 200 Centennial, CO 80112 Call us: (303) 681-0401 Fax to: (303) 681-0426 Email to: Jake Poterbin: jpoterbin@arvc.org info@arvc.org Websites: arvc.org GoCampingAmerica.com Readers: We’d love your feedback. Send us comments, questions, letters to the editors or any suggestions for the next issue.

Money-saving tips learned from 20 Group participation.

Pat Foley,

Leah Brandt

Mail to:

OHCE keynote speaker announced; meet the 2013 board candidates; open enrollment music licensing now available; apply for OHCE scholarships; and association members avoid $32 million collectively in extra pedestal costs.

Margaret Abbate

contributing photographers

The arvc VOICE is published three times a year by the National Association of RV Parks & Campgrounds.

We’re all in it together to finish the peak summer season strong.

art director

& partnerships Jennifer Schwartz

roi with a rental site

departments 6

Paul Bambei

senior director of marketing

tips for maintaining pond health

24 how

David L. Berg, CPO

Best Practices

Playground safety; common sense customer service; and creating a road map for service standards.

arvc thanks Evergreen USA,

Government Affairs

The inner-workings of the arvc government affairs program and how arvc keeps track of the massive amounts of legislation.

marketplace

arvc Member Buyer’s Guide

A comprehensive marketplace featuring products and services from arvc Member Benefit Providers and Supplier Council members.

arvc VOICE MAGAZINE

the official sponsor of the

arvc VOICE.

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arvc PERSPECTIVE

VOICE EDITORIAL

Dear arvc Members: can you see it?

Marcia Galvin, CPO, OHC First Vice Chairman

It’s the light at the end of the tunnel. The light may be Labor Day or November but it’s the light that we all are drawn to. You may have followed this path once, twice, or 45 times, but it’s the same path. It’s what happens along the journey in our park that changes. How do we get from point A to point B sanely and successfully while making sure we are bringing the rest of the staff along with us? Here’s a tip I learned along the way: take care of you first. Does it seem like the days turn into nights then back into days, running all together? Take time for yourself. A recent study came out that most Americans don’t get enough sleep. That deprivation can lead to a shorter life expectancy. Take an hour for yourself to do something you enjoy: exercising, gardening, or getting coffee with a friend. Enjoy something each day. Once you have taken care of yourself, you can effectively manage your staff. You are a leader to your employees. It’s your responsibility to help them to the light at the end of the tunnel. One way to do that is to make sure your employees enjoy the workplace. Dave Longaberger, CEO of Longaberger Company, once said “Having a good time is the best motivator there is. When people feel good about a company they produce more.” A few things you could do to increase your employee productivity and happiness: On hot summer days, bring out cold water bottles to your staff who are working outside. Have staff meetings and recognize employees who go above and beyond. Give “Team Player of the Month” awards and tell them why they deserve the award while including the rest of the staff. Read comments from guests about great experiences they had at your park.

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Use a “Catch Me at My Best” program by having your guests fill out a card for any employee who delivers superior guest service. Read those aloud. Inform your employees on how the season is going. They like to know if reservations are up and how this season compares to the last. An educated and appreciated employee can help your bottom line. Hold a contest to sell the most items in the store or to sell more camper nights. Any competition will ignite a second wind. This issue of the arvc VOICE is also meant to ignite that second wind. Throughout the magazine you’ll notice motivational quotes to reflect on customer service. The key findings in the operations survey will help you realize what other parks are doing for certain amenities, rentals, investments, etc. The three articles in best practices are written by industry leaders and should give you a clear vision on service standards, customer service and playground safety. The featured articles also standout in this issue, offering shoulder season strategies such as using online listing services and holding weddings at your park. The public affairs article will inform you on what arvc is doing on the legislative front and what major issues are on the radar. Communication is truly the glue that holds things together — whether it’s your staff or our association. We’re excited for the work ahead of us and hope you are too. The journey to the end of this year’s peak season is one that you, your staff, and our industry will walk together. Let’s make it an enjoyable one!

what’s happening

Just Announced for OHCE 2013! Opening Luncheon/Keynote Address Building a Customer-Focused Team Roger Dow, president and CEO of the U.S. Travel Association as head of the national umbrella organization dedicated to increasing travel to

and within the United States, Dow was instrumental in leading an industry-wide movement to create the Travel Promotion Act which was signed into law in 2010. This lead to the development of the nation’s first-ever communications and promotion program, known as Brand USA, which is designed to increase international travel to the United States. Prior to joining USTA in 2005, Dow had a successful 34-year career with Marriott International. He frequently speaks on the topics of leadership, sales, marketing and management, and has co-authored two books: Turned On — Eight Vital Insights to Energize your People, Customers and Profits and The Trust Imperative — The Competitive Advantage of Trust-Based Business Relationships.

World’s Fair Park, Knoxville, TN

OHCE 2013 – Knoxville, TN Opening Luncheon/Keynote Address by Roger Dow Wednesday, November 6, 12:00 p.m.

Meet the 2013 Candidates: The board member nominations recently closed and we have chosen the candidates for each open voting area. View the candidates online at arvc.org/elections. We’ll be mailing ballots out to everyone located in the open voting areas in the coming months with the winners being announced at the 2013 Outdoor Hospitality Conference & Expo.

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Music Licensing Open Enrollment Begins July 1! The 2014 arvc music licensing program is now available. Sign up now for this exclusive licensing benefit that provides the most coverage available from a single plan. This single annual license combines the benefit of coverage for both ASCAP and BMI at a drastically reduced rate. Monthly SESAC licenses are also available at a discounted rate at an additional cost. To participate in the exclusive combined licensing program for the calendar year 2014, call our office at (303) 681-0401 or go online at arvc.org/music-licensing.

August 1 Deadline

Applications must be submitted to arvc by August 1, 2013

OHCE Grant Applications the arvc foundation is making grant funds available to private park operators who need financial assistance to attend the annual Outdoor Hospitality Conference & Expo, which is scheduled for Nov. 5-8 in Knoxville, Tenn. Grant applications can be obtained by visiting arvc.org/ohce and clicking on Foundation at OHCE in the Quick Links section. Applications must be submitted to arvc by August 1, 2013. Recent OHCE grant recipients say the program is very beneficial to park operators and staff members who might not otherwise be able to attend. “It was a great opportunity for me to go and see,” said Deborah Johnson, manager of Poppy’s Pointe Resort in Buchanan Dam, Texas. Johnson said she had never

previously attended a campground industry convention during the five years she has been involved in the private park business. “I went to quite a few of the classes,” she said. “It was quite beneficial.” Grants are available to park operators as well as staff members who have their park owner’s permission to apply for the grant and attend the conference and trade show. Applicants are asked to explain why they want to attend OHCE, what they expect to gain from it and how they will use the information they receive. Applicants are also asked to explain why they should be considered for financial assistance. Grant recipients will be selected by the arvc Foundation’s Scholarship Committee in August.

Being Proactive Saved Industry $32 Million in Potential Costs campground operators

the imposition of a new National Electric Code (NEC) code requirement, thanks to proactive efforts by arvc and its industry partners. A proposal to the National Fire Protection Association’s (NFPA) NEC suggested a new code requirement that would have required campground operators to ground each electrical pedestal with copper grounding rods at a cost of $70 to $100 each. Wade Elliott, arvc’s representative on the NEC Panel, said the proposed requirement was made by a proposal from an interested outside party who suggested grounding each pedestal like a separate structure. If treated as a separate structure rather than distribution equipment, other sections of the NEC would require the grounding rods.

narrowly avoided

Currently, site pedestals are properly grounded using an equipment grounding wire back to the distribution panel. “If we hadn’t been there to intervene, this new regulation could have cost a 100-site park owner $7,000 to $10,000,” Elliott said, adding that the potential cost to private park operators across the country would have exceeded $32 million. Elliott, working in concert with Doug Mulvaney of Kampgrounds of America Inc. (KOA) and Bruce Hopkins of the Recreation Vehicle Industry Association (RVIA), who also sit on the panel, launched a coordinated effort to delay implementation of the proposed code requirement. Elliott, who owns Kingston, Wash.based Utility Supply Group, a leading pedestal supplier to the campgrounds

across the country, said he is not aware of any accidents or studies that would justify the proposed copper ground rod requirement. “While we were not able to kill the proposal yet, we were able to delay its implementation by NFPA for another three years,” Elliott said. The important takeaway from the success is simple to Elliot: without proactive involvement in legislation, it’s probable campground owners would have been required to pay a lot more. This proactive perspective is a core belief of arvc, as the association works hard to stay on top of issues that affect our industry, before the issues take effect.

How can members get involved? You can get involved with your legislation in a number of ways. The arvc Chairman’s Club is one way to show your interest. Other ways include: contacting your local representative, joining a committee or panel that oversees legislation, attending hearings and public comment sessions. Find resources about current legislation and arvc government affairs programs at arvc.org.

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arvc VOICE MAGAZINE

member news

member spotlight

Q&A with New arvc Members

How did you get involved with the outdoor hospitality industry? We own hotels here in town. This RV park is located on the same exit where our hotels are located. I knew the previous owner. I just thought it would be a pretty good investment. How long have you been in the hotel industry and which hotels do you own? I’ve been in the hotel industry for close to 10 years. My in-laws own the Days Inn and Quality Inn. My wife and I manage those. We’re also partners with them at the Holiday Inn Express. Are you needing to do many repairs or upgrades to the park? We are basically remodeling the whole park. We gutted all the buildings, re-did the shower rooms and the bathrooms and the front office. The park has 51 sites, but we’re going to eliminate some of them so that we can make some of the sites quite a bit bigger. We’re having problems with the bigger rigs not fitting into our existing sites. We’ll probably have about 45 sites when we’re all done. How much do you intend to spend in improvements? We have probably spent at least $30,000 to $40,000 in improvements in the short time that we’ve owned it. I expect it will be a year and half before we finish the improvements and spending at least $100,000. What aspect of the outdoor hospitality industry do you like best? It’s a lot more laid back than trying to run a hotel. I do like that about it. Since people are coming in with their own RVs, they don’t expect as much from us. At the hotels, you’ve also got staff around 24 hours a day. At the park, we have people there until 8:30 or 9:00 at night. We have a self check-in stand. What has been your greatest challenge in the outdoor hospitality industry? I think it’s probably not being familiar with what people are expecting from a campground. Before we purchased it, I met with the previous owner and walked through the park and tried to get an idea of what needed to be fixed. I didn’t realize 50 amp service was a big deal or that having sites that were paved or concrete pads were a big deal. Those are things I didn’t plan on. But those are improvements we’re going to have to do.

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Photo by Spears’ Photography

arvc’s newest members include Kade and Amita Elkins, who purchased Lavaland RV Park in Grants, NM, along historic Route 66, now I-40, earlier this year. The 51-site park is located near six state and national parks, including Chaco Canyon National Historical Park. The arvc Voice recently visited with Kade Elkins …

What makes your park special? Grants, New Mexico is not a destination for most people. They just happen to be traveling through. But there are six state and national parks within 20 miles of the park. These include Chaco Canyon, Bluewater Lake State Park, El Morro National Monument, El Malpais National Park, Ice Cave and Bandera Crater. I think that is a big strength of the park that we are trying to promote. The other thing people like is that our park is super easy to get into or out of because we are just off the freeway. People are always afraid of the noise. But we’re located in a perfect spot, and once people stay here they say they can hardly hear the traffic. How do you keep focused and motivated? It’s tough at times. I go back and forth between the hotels and the RV park. We have a guy who lives at the park and watches things for us. I also have somebody else doing maintenance and watching the front desk. I’ve been lucky because we have good people at the hotels. I’ve got assistant managers at each hotel that will take care of the day-to-day operations. The only thing I really need to do is go by and talk to those three people, see if they have questions or problems. Recently, I have been able to spend more time at the RV park because of that. What advice would you give people who are interested in working in the outdoor hospitality industry? Do as much research as you can. If you’re not familiar with RVers or RV parks, find out what it is they want. That way you can make a good decision about purchase price if you have a better sense of what’s needed, you can do a better job negotiating the purchase price of the park. What is your favorite part of your job? Still being new to it, I have enjoyed seeing the progress that we’ve made as far as remodeling. I’ve enjoyed seeing the reviews we’re getting online from the guests we’ve had recently. I also enjoy talking to the guests and learning from them. They seem to be willing to share what they like and dislike about the park.

How Does Your Park Benchmark? Results from the 2012 Outdoor Hospitality Operations Survey “Ultimately, our goal is to have 100 percent participation from all of the arvc member parks.”

one of the things that have

in the outdoor hospitality industry is detailed statistics — not just for occupancies and revenues, but for every line item of park operations. Park operators need these statistics for benchmarking purposes; to know how their businesses measure up to their peers in the industry; to help quantify the value of their businesses for refinancing or sales purposes; and to identify areas where they may need to make additional investments to remain competitive with their peers in the industry. Private park buyers need these statistics, too, since they can help them sort high performing parks from those that need better management and other improvements. This information is also extremely value to lenders, particularly those who have little or no experience in the private park business, which is most of them. But while some campground chains have the ability to produce these kinds of statistics for their franchisees, the only other source of comparable private park statistics is arvc’s National RV Park and Campground Operations Survey. Completed every two years, the survey covers every line item of park operations, from retail sales and site rental income to expenses for payroll and capital improvements, utilities and advertising. The survey provides detailed statistics on private park income for tent sites, RV sites and every type of rental unit, from bare bones cabins to fully furnished park models, yurts and teepees. The survey also highlights the types of amenities and activities that parks provide and the extent always been in short supply

to which they charge separate fees for these items. Statistics from campground store operations as well as food and beverage services are also provided. arvc’s 2012 survey was assembled using detailed data from 554 parks — more than one sixth of arvc’s membership. Our goal is to continue to encourage park operator participation in the survey because the more parks that participate, the better and more reliable our data will become. Boulder, Colo.-based RRC Associates, a subsidiary of Smith Travel Research, is planning to issue survey forms in print and online early next year in an effort to generate as much park operator participation as possible while 2013 business statistics are still fresh in their mind. The report will be produced and released in 2014. “Ultimately, our goal is to have 100 percent participation from all of the arvc member parks,” said Michael Simone, a senior associate with RRC Associates. While current survey forms require up to an hour of time to complete, Simone said the surveys will become much shorter once key benchmark data on park size and other information is obtained. You can order a copy of the 2012 Park Operations Survey by visiting arvc.org/store. Here’s a sampling of key findings from the 2012 survey: 60 percent of parks now offer rental units, up from 44 percent in 2010. These include everything from cabins and trailer to park models, tents, yurts and teepees.

90 percent of parks now provide Wi-Fi for free. Occupancy is holding steady or even up slightly, but overall private park occupancy lags behind the hotel/ motel industry. More parks are making improvements to their facilities, despite fewer dollars being spent by their guests in difficult economic times. These improvements enhance the overall guest experience. More parks are investing in green initiatives, including recycling; LED lighting; water efficient landscaping; water- and energy-saving devices; and solar panels. Only 7 percent of parks were for sale in the summer of 2012, which was the same percentage as in 2010. All of these parks for sale had 249 sites or less. None of the larger parks were for sale. Approximately 14 percent of parks plan to sell by 2015. Of those parks who are not planning to sell, they are roughly evenly split between those who plan to keep the park in the family (52 percent) versus those who do not (48 percent). You can obtain a copy of the national survey by going online at arvc.org/store or by calling the arvc office at (303) 681-0401. Prices are $25 per member electronically or $125 for hard copy.

Two thirds of responding parks have RV site rentals available on a seasonal basis, which is unchanged from 2010. arvc.ORG

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member news

CATERING TO RVers AND FAMILIES WITH MEDICAL NEEDS Some Park Operators Find Niche while campgrounds typically focus their attention on leisure travelers,

some parks have also found it worthwhile to help out RVers who need a place to stay while undergoing surgery or other medical treatments. Travelers Campground in Alachua, Fla. is one such park. Ray and Marcelle Wierschem of Merritt Island, Fla. stayed there while Ray was having back surgery at a hospital in Gainesville. Park owner Linda Adleman and her husband, Harold, provided the Wierschems with transportation to and from the hospital. The Wierschems were so grateful for the support that they recently wrote a letter to Family Motor Coaching commending the Adlemans for their hospitality. Some park operators, in fact, have found it worthwhile to develop partnerships with local hospitals. The Jellystone Park Camp-Resort in Bloomington, Ind., for example, is an official housing partner of Indiana University’s Health Proton Therapy Center for cancer treatment, which is located in the same city. Jellystone offers discounted rates for patients undergoing treatment and their families. The park also organizes charity events to benefit the Proton Center. Some parks have also developed specialized services to care for RVers with medical needs. One such park is run by Escapees Care, Inc. in Livingston, Texas and is right next door to the national headquarters of the Escapees, which is the nation’s largest association of full-time RVers. The 35-site park is within 15 miles of a large hospital with emergency room facilities and within 20 miles of hundreds of medical specialists. The park is also less than 80 miles from major hospitals in the Houston area. Escapees Care provides shuttle services to take RVers to their appointments 12

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with doctors and hospitals or for emergency treatment. But the park goes beyond offering shuttle services and actually provides a variety of medical and meal services for RVers who either need help or are undergoing medical treatment. “Escapees co-founder Kay Peterson came up with this campground concept for independent RVers who needed a refuge when they had any type of injury, surgery or illness,” said Russell Johnson, facility director for Escapees Care, Inc. “We can provide three meals a day, plus beverages and snacks. We do laundry. We provide two loads of laundry washed and folded each week. We also do light housekeeping inside the RV every other week.” Escapees Care also has a nurse on duty from 8:00 a.m. to 5:00 p.m. Monday through Friday as well as adult day care services, which are provided from 7:30 a.m. to 5:30 p.m. The adult day care services are typically used when one RVer has to go out for an appointment but needs to leave his or her spouse or significant other in someone else’s care in the meantime. The park also has a two-bedroom cottage rental, a fitness center and rollin showers. Park staff also maintains a list of local in-home-care providers and other service providers that may be needed by park guests with medical conditions. These are just a few examples of the great work park owners are doing to support their community in a positive way. Is your park a part of building a positive community? Contact arvc Publicist Jeff Crider at campinginfosource@gmail.com to get your story heard.

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member programs

arvc 20 groups

Money-Saving Tips

Learned from 20 Group Participation samantha patt, cpo,

co-owner/operator

of Lake Raystown Resort, Lodge and Conference Center located in Entriken, Penn. has been an arvc 20 Group member for nearly nine years. Her experience with the program has paid off many times over because of the financial knowledge she’s gained from simply talking to others in the industry. What is an

20 Group Members discuss everything from industry trends to line-by-line savings such as bed linens in rentals.

arvc 20 Group?

The short answer: A 20 Group is a group of non-competing parks which have volunteered to provide a confidential exchange of experiences, problems and ideas at regular meetings. This gives the group the benefit of reliable operating data over time, which can be powerful information when making cost-saving or business-boosting decisions. Insights Learned Over the nine years Samantha has participated in the program, she’s been able to pull valuable insights from meetings and apply them immediately to her park for more efficiency. For instance: bed linens. Every campground that has rentals most likely struggles with bed linens. How do you supply them? How do you wash them? What kind of laundry facility do you need? Samantha says the topic has been discussed at length in her 20 Group and the best solution they found was establishing a linen package for an additional fee. For that fee pillows, blankets and sheets are provided or the customers can bring their own linens for no additional fee.

This solution allows the campground to save money since less staff time is required to maintain the linens and because there’s less laundry to do at the end of the day. Lake Raystown Resort has nearly 80 rentals and this one solution allowed the campground to save thousands of dollars each year. Samantha says these sort of insights wouldn’t be as easy to implement without the help of other campground owners, since they talk about what each owner has seen as a success or a failure. The arvc 20 Groups allow park owners to easily see the big picture and can give them reassurance that they aren’t the only ones experiencing certain problems. For instance, Lake Raystown Resort was experiencing a high number of reservations for their most upscale cabins (villas) in 2007, but their rustic, smaller cabins weren't performing as well.

arvc.ORG

However, a year or two down the road that number did almost a complete 180 due to the recession. Samantha brought this up in a 20 Group meeting during that time period and found others experiencing the exact same problem. Since multiple parks were experiencing the same problem, they were able to talk it through and figure out a strategy. Lake Raystown Resort is now reporting an evening out of the reservations between its villas and rustic cabins, a trend that could indicate the economy is picking up for cabin rentals. How to join a 20 Group

arvc members can join a 20 group by calling the office at (303) 681-0401. To read more about 20 Groups and any general questions you may have, visit arvc.org/Education/20_Groups.aspx.

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arvc VOICE MAGAZINE

BEST PRACTICES

playground safety

Risk Control and Loss Prevention

are a full time job.

By Tom Gerken, Independent Outdoor Hospitality Consultant

it is no doubt the middle of the camping season. You are extremely busy with a high volume of guests, putting in long hours, and at times perhaps overwhelmed just keeping up with day to day operations. You did a great job getting ready to open prior to the season; inspecting grounds, facilities and equipment to make sure everything was in good repair and up to par in order that you would be in a position to operate safely and efficiently through the coming season. Employees are trained. Everything is great! Fast forward to early July when there’s a trip and fall incident on the playground. It results in a severe head injury to a child. The injured child is four years old and was playing in the playground when another child pushed him and caused him to fall, striking his head on an exposed wood timber that is used to contain the playground surface material and landscaping mulch. Three primary factors contributing to this injury were supervision, ground material and inspections. Proper supervision may have restricted the horseplay before it led to the injury. Adequate type and depth of the ground surface by the time you are reading this

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material may have kept the edge of the wood timber unexposed, thereby eliminating or reducing the severity of the injury. Regular inspections may have noted the inadequate level or type of border or ground material and had it corrected before the incident took place. What recommendations may apply for this specific incident? Playground ground surface material should be appropriate and of adequate depth in accordance with Consumer Product Safety Commission guidelines (http://www.cpsc. gov/cpscpub/pubs/325.pdf). Since roughly 80 percent of playground injuries are caused by falls onto unsafe surfacing this is one of the most critical factors in playground safety. A comprehensive maintenance program should be developed for each playground. All playground areas and equipment should be inspected for excessive wear, deterioration, and any potential hazards. Detailed inspections should be done at least monthly, with daily routine checks prior to use.

Rules for proper supervision should be established for the number and age of children on the playground. Not all equipment is suitable for all ages. Each facility and each piece of equipment is unique, but here are some general guidelines for playground safety: Make sure surfaces around playground equipment have at least 12 inches of approved materials (check CPSC guidelines for specific depths based on height of equipment) Check that protective surfacing extends at least 6 feet in all directions from play equipment. For swings it should extend in back and front twice the height of the suspending bar. Make sure that play structures more than 30 inches high are spaced at least 9 feet apart (again check CPSC guidelines for more specific fall zone information).

for

Check for dangerous or worn hardware, like open “S” hooks, loose bolts, protruding bold ends. Watch for spaces such as ladder rungs, rails, or other openings that could trap children. Such opening should generally measure less than 3.5 inches or more than 9 inches. Check for sharp points or edges on equipment.

Being proactive with your risk control and loss prevention programs will keep you ahead of the game in preventing or reducing incidents and the related claims that may go with them.

Check for tripping hazards. Elevated surfaces should have guardrails Encourage appropriate supervision of children on playgrounds. These are just a few of the things that will help make your playground a safer, more enjoyable area for children and families to enjoy. Make someone responsible and accountable to see that inspections and necessary maintenance are done regularly and routinely, not just at the beginning of your season, but throughout the year. Being proactive with your risk control and loss prevention programs will keep you ahead of the game in preventing or reducing incidents and the related claims that may go with them. For a more detailed Consumer Product Safety Commission Playground Safety Checklist download the CPSC Guidebook for Public Playground Safety referenced earlier in this article.

arvc’s exclusive music licensing program. Get the most coverage available from a single plan, at a rate that offers you significant savings.

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arvc VOICE MAGAZINE

BEST PRACTICES

Be helpful — even if there's no immediate profit in it.

Common Sense

Customer Service

By Jimmy Felton, Tennessee ARVC President

over the winter,

I traveled several times and found that customer service ethics seemed to be missing. I was dumbfounded at the general lack of compassion exhibited by people who work for companies that depend on making the customer happy to stay in business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to return, your business is in trouble. It makes me wonder what happened to make employees act that way. Do they feel entitled? Did management fail to stress the importance of going out of the way to service the customer’s needs? Are they acting that way because they have seen their supervisor act poorly? Is it monkey see monkey do? Bad customer service is not just within the RV travel services. At my campground the customers are my lifeblood! If we do not treat them with respect and make sure their experience is top notch, then they will not return and my business will suffer. We need to make sure our employees and in some cases the owners clearly understand that if they don’t make the customer happy, someone else will. Management must lead by example and practice what they preach (Yes, it’s back to monkey see monkey do). When a customer walks in — even to just look your campground over — set the book down that you are reading and give them your whole undivided attention. 16

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Don't make promises unless you will keep them — not plan to keep them, but will keep them. Trustworthiness is one of the keys to any good relationship, and good customer service is no exception. If you say, “We will have room for your rig,” make sure you have room and don’t over book a site. Think before you give any promises, because nothing annoys customers more than a broken promise. Listen to your customers and deal with complaints. There may be nothing more frustrating than telling someone what you need and then discovering the person hasn’t been paying attention and needs to have it explained again. Let your customer talk and show the person that you are listening. No one likes hearing complaints and many of us have developed a reflex shrug, saying, “You can't please all the people all the time.” Maybe not, but if you give the complaint full attention you may be able to please this one person this one time. By making the correct responses, such as suggesting how to solve the problem, you show the customer you want their business. Be helpful — even if there's no immediate profit in it. For example: someone walks in and asks, “Where’s the bike trail?” I know you’ve heard this question 2,000 times before, but it’s the first time this person has asked it. Don’t get upset: “Oh, here we go again.” Always be helpful, courteous and knowl-

edgeable. You’re the local knowledge person. Offer them a map or ideas on what else they can do in the area. Give every member of your staff enough information and power to make the small customer pleasing decisions, so they never have to say, “I don't know, but so-and-so will be back at …” If you make your guest stay a pleasant one, you will see customers visit again and they’re going to tell other people about the great time they had. Keep in mind, customers are savvy and with social media bad news from an unhappy camper can spread like wild fire. Word of mouth adverting can be the best or most awful adverting you can have. If you apply these simple rules consistently your business will become known for its good customer service. Good customer service will bring in more new customers than promotions and discounts ever will.

Plan-it Green Tip:

Get a lot of junk mail? Go to 41pounds.org and sign up for their $35 service (lasts for 5 years). They call direct marketing companies on your behalf and take remove your address from mailings for credit cards, magazine promotions, coupon mailers, etc. 41pounds.org also donates part of your service fee to a green charity of your choice.

MBP

American Society of Asset Protection RVBackgroundChecks.com

AmeriGas arvcHealthPlans.com

USI Affinity

HD Supply

Moen, Inc.

Payment Processing Consultants ALS – Speed Queen/UniMac

FORD

BMI

leslie’s pool supplies

Sherwin-Williams

ASCAP

Refuse pecialists

SureVista Solutions

SESAC

Ecolab, Inc.

MPLC

GuestReviews

Ferrellgas

Staples

evergreen uSA

Suburban Propane

AT&T

Mass Marketing Insurance Consultants, Inc. new holland

member benefit providers

Exclusive discounts and deals on products and services that are essential to the successful operation of your park. These vendors have made a commitment to go “above and beyond” to provide arvc members with special money-saving offers that are not available anywhere else.

arvc.ORG

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arvc.org/mbp

arvc VOICE MAGAZINE

BEST PRACTICES

Service Standards

Cartography

By Larry Brownfield, CPO KOA Senior Business Development Consultant

ever been lost? No map … No clue … Relying only on your intuitive navigation skills to reach your destination. You might arrive safely and even on time. You could arrive late and a bit worse for wear. Service Standards. The map for consistent delivery of your campground’s product. The basic service standard is quite simple in any campground setting of any size: offer a clean, safe and professional operation. This triangular approach is the foundation upon which all service standards are built. Outdoor hospitality has always been about developing a relationship with the camper. While developing and applying a service standard you must remember why you’re in business. Peter Drucker’s reminder that “the purpose of business is to create and keep a customer” should always be top of mind as we maintain a customer-centric position across all areas of the campground. Having the end users (guest/staff/operator) in mind, quality service standards should be: written, clear, concise, observable and realistic. While operating standards tend to relate with the HOW of the campground, Service Standards tend to relate more closely with the WHAT.

What level of staffing will be provided? (Example: 24 hour security) What services will be provided? (Example: recreation, food service, site escort) What will the “Feel” of the campground be? (Example: families, 55 and older, seasonal, overnight, destination, etc.) Service Standards provide direction. From this map, the campground budget is created and modified. Each service

arvc VOICE MAGAZINE

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standard has a price associated with it. (Example: 24 hour security costs X number of dollars.) If the budget has to be modified, then most often service levels will have to be altered as well. Service Standards assist navigation through daily issues. They provide a bench mark of park culture and values, and provide training for new employees, modifying performance issues with existing employees. Service Standards empower staff to make decisions and solve problems. An empowered staff supports increased employee retention and loyalty. Ideally, Service Standards are created by staff working with management. This team effort will evaluate every current and potential service offering, subsequently making recommendation for exclusion, inclusion or modification in a final Service Standards document. As you write Service Standards for your campground, be sure they are: Relevant: Service Standards should be consistent with campers’ priorities. They address all aspects considered most valuable to a camper’s stay. It’s all about the experience. Collaborative: Service Standards should be developed in consultation with campers, operators, staff, and other partners to ensure they are meaningful and match the campground's mission. Measurable: Service Standards should be quantifiable and linked to monitoring activities (camper surveys, review sites, outside inspections, etc.). Consistent: Service Standards should be consistent throughout the campground: front desk, store, housekeeping, maintenance, outside

arvc.ORG

operations, and management. This helps staff adopt best practices and common approaches for service delivery. Ambitious, but Realistic: Service Standards should be attainable, yet sufficiently challenging for growth. (service delivery, customer base, camper nights, registration dollars) Communicated: Service Standards should be clearly communicated to campers, staff, and other stakeholders to help manage expectations. Monitored: Service Standards should be monitored and reviewed, and performance results should be published to ensure transparency and customer trust. Revised: Service Standards should be regularly evaluated and updated as appropriate. Stop relying only on your intuitive navigation skills to reach your destination. When used effectively, the Service Standards map provides consistent delivery of your campground’s product. It is an important tool for you to manage your campground’s portfolio of services. Service Standards demonstrate a park’s commitment both to transparency and providing service excellence. They provide a source of relevant information to operators on quality of service and potential difficulties each campground may be facing. Finally, the commitment to adopt and improve Service Standards will reflect positively on your campground, with both employees and campers, by illustrating an open approach to improve service delivery.

Mid-Season Motivation It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. Henry Ford, Ford Motor Company

arvc.ORG

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arvc VOICE MAGAZINE

government affairs

behind the scenes

Jeff Sims, arvc director of state relations and program advocacy.

despite more than

arvc

Government Affairs

arvc VOICE MAGAZINE

230 years

of democracy in this country,

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the unfortunate reality in 21st century America is that our elected officials in state and federal government cannot always be trusted. They often vote on bills they haven’t read or don’t fully understand. And they often try to covertly pass new laws and regulations governing various aspects of campground and RV park operations by burying their proposals inside proposed legislation for other unrelated industries. This problem is perhaps best illustrated by a recent unsuccessful attempt by legislators in South Dakota to implement new guidelines governing everything from campground deposit fees to reservation and refund policies. The proposed legislation, buried inside a broader piece of legislation involving pharmacies and their advertising practices, almost escaped the attention of the campground industry. Fortunately, campground operators have Jeff Sims looking out for them. Sims is arvc’s director of state relations and program advocacy. He spends his days doing what most campground arvc.ORG

operators and state executives don’t have the time or money to do: Read through literally hundreds of pages of proposed state and federal legislation each week to determine which bills pose financial or regulatory threats to private park operators. Sims does this with the help of the State Net government affairs database, which flags words like “campground,” “RV park” or “resort” in proposed state or federal legislation. Sims then reads the legislation and determines whether additional action is needed. Most of the time, he simply brings the legislation to the attention of arvc’s state affiliates so that they can take action on their own. “Our goal is really to provide information, guidance and actionable intelligence to campground operators and their corresponding state executives,” Sims said. So when Sims spotted several paragraphs in the South Dakota pharmaceutical bill that would have resulted in dramatic changes for private park operators, he immediately notified Max Hammer, who serves as president of the South Dakota Campground Owners Association. Hammer had actually seen a reference to the pharmaceutical legislation when he reviewed a state legislative activity report. But he didn’t realize the proposed legislation also targeted campground operations. “I would have never known about it if Jeff Sims hadn’t found it,” Hammer said, adding that Sen. Jean Hunhoff deleted the campground-related sections of the legislation after he and other SDCOA members contacted her about it. Hunhoff told him campgrounds were initially included in the legislation due to “an oversight by the author of the bill.” Deb Carter, executive director of the Maryland Association of Campgrounds, said she routinely relies on Sims for early warnings on proposed legislation that could affect Maryland parks. “We’re a small association and we don’t have a lobbyist,” she said, adding that the legislative monitoring service that Sims provides her association is by itself worth arvc’s annual membership dues.

“He’s got our back,” Jo Ann Mickelson, executive director of Arizona ARVC, said of Sims’ legislative monitoring services. “As an association, we just don’t have the money to hire a lobbyist. I depend on Jeff a lot. He’s my other staff member. Let’s put it that way.” Al Johnson, who chairs arvc’s Public Affairs Committee, said Sims’ extensive government affairs research brings into focus arvc’s value to private park operators across the country. “One of the things I think it does is bring arvc to the local level in a way that wasn’t possible before,” said Johnson, who oversees 10 KOA campgrounds and one national park concession as executive vice president of Recreational Adventures Company. In addition to his work at the state level, Sims also intervenes when there is proposed legislation that could affect the private park business nationally. When that happens, he brings issues to the attention of McDermott, Will & Emery, arvc’s outside government affairs counsel. While Sims has been very active keeping arvc informed of proposed

changes to the Americans with Disabilities Act, he also did this recently when he spotted national legislation to establish a new bipartisan commission associated with outdoor resources. “I immediately contacted our government affairs council asking if they could help us get someone from our industry appointed to that commission,” Sims said, adding, “I’m trying to position arvc in a leadership role. If we’re not at the table, we’re shut out of the process.” By early June, Sims had reviewed 7,876 proposed legislative bills and 810 proposed regulations on small business issues that could directly or indirectly impact private parks. Of those, the biggest threats involve the proposed taxation of park trailers. Other proposed bills affecting park operations include water quality issues; the sub-metering of electricity; and issues involving the removal of guests as well as abandoned trailers and RVs. Sims provides monthly reports to arvc’s Government Affairs Committee, which reviews his findings and provides guidance to him on what arvc’s course of action should be with each issue.

During the arvc’s annual spring meeting, the Government Affairs Committee also finalizes talking points and priorities for arvc’s annual meetings with lawmakers on Capitol Hill. Needless to say, there’s never a dull moment when it comes to dealing with proposed state or federal legislation involving private parks or even erroneous enforcement actions by local authorities who are not familiar with state or federal law. He also utilizes the NFPA 1194 “Standard for Recreational Vehicle Parks and Campgrounds” to inform local authorities of recognized national standards. “Yesterday I got a call from a park that put in 22 new park trailers,” Sims said. “The fire marshal came in and told the park operator that he needed to have a sprinkler system in all of them. Normally this would not apply to park trailers but the park had removed the axles and may have inadvertently changed their classification as an RV. So, we monitor not only current national issues but also work closely on the local level too, as they could easily turn into national issues.”

Don’t miss this information-packed event and your chance to network with hundreds of your fellow park owners, operators and national supplier partners.

Knoxville Convention Center, Knoxville, TN November 5-8, 2013 • Trade Show and Expo: November 6-8

Proudly sponsored by:

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arvc VOICE MAGAZINE

feature

Tips for Maintaining Pond Health By Jeff Crider, arvc Publicist

Photo by Smokey Hallow Campground

he busiest time of

for lake and pond management specialists is about two or three weeks before July 4th weekend. “That’s when we get the most calls,” said Rob Langjahr, an aquatic specialist and sales manager for Aquatic Biologists, Inc. in Fond du Lac, Wis. If the weather heats up, and if parks haven’t done sufficient pond maintenance, they could require professional assistance to help remove algae so that their water looks clean in time for July 4th weekend. “Sometimes people just call us one time to treat before the 4th of July,” Langjahr said. “The the rest of the year they let it go.” That, of course, is not the best strategy because there’s still a lot of camping season left even after July 4th weekend. People don’t like to swim in murky water. And improperly maintained ponds and lakes can have a negative impact on guest perceptions of the park.

year

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Conversely, ponds that have a clean, welcoming appearance are inviting and enhance the guest experience throughout the summer months. Park operators also need to test their pond water frequently to ensure that it’s safe for swimming. “Algae at a low level won’t hurt. But with a high bloom people can get sick. And if three people get sick, you’ll have the Centers for Disease Control on you. You don’t want to be in the news,” said Bud Styer, an arvc board member and Wisconsin-based campground owner and manager who frequently gives seminars on pond management. The good news is there are several things park operators can do to improve their lake and pond maintenance, not only during the summer months, but throughout the year. There are also several companies that offer products and services to help with your algae and other pond maintenance needs. Here are a few ideas: If you have relatively shallow ponds, consider making them arvc.ORG

deeper. “Less depth means water

heats up more, which creates conditions where weeds and algae are more likely to grow,” Langjahr said, adding that any ponds that are less than nine feet deep are going to pose more maintenance problems than deeper ponds. “Twelve to 15 feet is much better,” he said. Make sure your ponds are built in a 360 degree shape to facilitate the movement of water. Stagnant

water is more prone to algae growth as well as weeds and other organic material. Make sure your ponds are properly aerated. The more movement there is in your water, the better. Several companies sell pumps and aerating fountains that are useful for pond aeration, including Kasco Pumps (kascomarine.com). Clean out the bottom of your ponds on a regular basis. Ponds can accumulate layers of decaying leaves and sticks and other organic

material, all of which can stimulate algae growth. Styer said he now drains his ponds every year and rakes out the leaves. “We don’t want to give the leaves a chance to decompose because that feeds algae,” he said.

Explore other new algae control technologies. Sonic Solutions (sonicsolutionsllc.com) has produced an electronic device about the size of a seat cushion that floats just below the surface of the water

and provides 24/7 protection on ponds that are up to 8 acres in size, depending on conditions. Multiple devices can be used to treat larger areas. Each device is about the size of a seat cushion. Consider using consultants to help advice you on pond maintenance.

Styer also recommends a company called The Pond Guy (thepondguy.com). The company website provides lots of information on pond management as well as a information on products for controlling algae, aquatic weeds and predators. The company also sells pond dyes and natural water treatments. Additional pond maintenance resources include Cason & Associates (casonassociates.com) and Aquatic Biologists (aquaticbiologists.com).

Photo by Smokey Hallow Campground

Use of colored dyes in your pond water. Dyes can slow algae growth by limiting the extent to which sunlight can stimulate algae growth.

Consider using ultraviolet light to treat your pond water. While it’s not required, Styer said he uses it at his parks “as an additional safeguard.”

arvc.ORG

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arvc VOICE MAGAZINE

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arvc.ORG

Photo by Leah Brandt

feature

How Park Owners Can Take Advantage

Campground

Weddings

Are Trending By Jeff Crider,

arvc Publicist

Photo by Pat Foley

“By having our wedding in a campground, we were able to celebrate the whole weekend.”

having a wedding in a

made a lot of sense to Tara and Scott Garcia of Milwaukee. After all, they met at Willow Mill Campsite in Rio, Wis. when they were 13 and spent every summer camping there with their families while they were growing up. Scott Garcia even proposed to Tara at the campground — in a scenic spot where the Jennings Trout Stream meets with another stream and flows over a dam. But when it came to planning their wedding, the Garcias liked the idea of taking what was normally a 5 or 6 hour event and transforming it into a weekend celebration at the campground where they had so many fond memories with their family and friends. “People started arriving as early as Thursday night,” Tara Garcia said, adding that the rest of the group arrived on Friday. Most of their guests camped in tents or RVs, while the others stayed overnight at a nearby hotel. “By having our wedding in a campground, we were able to celebrate campground

Photo by Leah Brandt

arvc.ORG

the whole weekend,” Garcia said. “We even had our rehearsal dinner at the campground. People could socialize by campfires in between the different events, and during the day some of our guests were able to go fishing.” While the Garcia’s wedding was certainly unique, growing numbers of couples are getting married in campgrounds, particularly during the spring and fall, when fewer people travel and campgrounds can more easily accommodate large wedding parties. What others are doing right now

Campground operators, for their part, are increasingly targeting the wedding business as they look for ways to increase their shoulder season business. Indeed, many park operators are finding that they can accommodate weddings with their on-site club houses and banquet facilities as well as their cabins, park models and yurts, which enable them to accommodate people who don’t have an RV and don’t want to sleep in a tent. >> | SUMMER 2013 |

arvc VOICE MAGAZINE

feature

When asked what other styles campgrounds could position themselves as, Maggie suggested picnic- and backyard-style weddings, or simple lakeside affairs and casual country weddings. Maggie also gave many other suggestions and tips for campground owners thinking about pursuing the wedding business: Photo by Leah Brandt

The first thing [campground owners] should do is make sure to have a section on their website that speaks directly to the wedding space they have to offer. Many times couples are searching websites to find a venue and if it does not say “host your wedding here” or “wedding info” a couple could miss the fact that they offer a wedding space. Second, campgrounds should add the wedding feature to their marketing efforts and even start a Pinterest board or a section on their Facebook page dedicated to weddings. Start advertising your space in online directories and local publications. RusticWeddingChic.com offers a free listing for rustic and country style vendors called Rustic Wedding Guide.

Photo by Leah Brandt

One mistake I often see vendors make is that they overextend themselves in what type of business they want to have. If you are starting a wedding catering business, you might want to narrow in on a few individual meals that your company can be known for. This will help set you apart from the competition.

Wisconsin Riverside Resort in Spring Green, Wis., for example, has a 400-capacity banquet facility as well as a restaurant and bar. “We just rebuilt the restaurant and bar and added the banquet room in 2011,” said park co-owner Suzanne Shifflet, adding that the campground is a popular location for weddings. Some families also like the idea of having a wedding and reception in a campground because it can be a more affordable venue than a hotel. Many also like being able to having a lengthy reception and not have to worry about their guests drinking and driving, since they can simply spend the night at the campground. While some campgrounds can provide meals for wedding receptions, others have kitchen facilities that they can make available to wedding parties that prefer to do their own cooking. Still other wedding parties opt to have their meals provided by outside caterers.

When asked what customers think is the biggest appeal of campgrounds, Maggie said, “Without hesitation, space. I have so many brides that email me via Rustic Wedding Chic who are looking for a large enough space to hold 300 or more people and they can’t find it.” She added, “The fact that a campground is wide open opens up the possibility to host large weddings where as other more traditional wedding venues are sometimes limited.” Considerations to be made

Park owners should also consider the littlest of details before jumping in, as these issues and customer questions are likely to come up: Will you, as a park owner, charge customers for using their own vendors for food, etc.? Does the price include alcohol? Is alcohol permitted? Are furniture rentals included in this price, such as chairs, tables, tablecloths and other adornments? Will the park do the breakdown or can the wedding party chip in for a cheaper price?

Advice on Getting Started

What are the tax rates and related fees? Be prepared to break this down for the customer.

Maggie Lord, the owner of the website RusticWeddingChic.com, says campgrounds have become a very popular spot to host weddings since more and more couples are hosting rusticstyle weddings.

Will there be an additional cost for their other vendors, such as a photographer, videographer, planner, band, etc.? Will they be included in the head count or separate and qualify for a discounted rate?

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arvc.ORG

Campground wedding customers can vary widely in their expectations and requirements

Seth and Madison Capps used a Dallas-based caterer when they got married in November 2011 at Mill Creek Ranch Resort in Canton, Texas. Some guests arrived at the resort as early as Thursday night and stayed through Sunday — either in their own RVs or in the resort’s park model rental accommodations. Madison’s father, Kevin Gattis, said the wedding was “very reasonably priced.” But while campgrounds can be relatively affordable venues for weddings and receptions, some couples spare no expense when it comes to celebrating one of the most memorable days of their lives. Consider Franny Teran and Charlie Freund. When they got married at El Capitan Canyon in Santa Barbara, Calif. in 2011, they kicked off their weekend festivities with a singalong around a bonfire on Friday night as their guests enjoyed tacos and margaritas. On Saturday, they recruited some of their guests to make floral arrangements while others painted a “chuppah” or canopy, which Franny and Charlie would stand under during their Sunday wedding ceremony. The chuppah is a tradition in Jewish weddings. Their Saturday night activities included a Western hoedown with live music and a square dance caller, and a barbecue dinner that included tri-tip, chicken, roasted corn and beans. The actual wedding ceremony took place late Sunday morning and was followed by a brunch reception. Franny Teran said they had about 150 guests at their weekend wedding celebration. Many came in their RVs, while others stayed in El Capitan Canyon’s park models and yurts. A handful of guests also pitched tents. A picture-perfect campground wedding

But while it may be hard to beat Franny and Charlie Freund’s wedding for the sheer variety of activities, meals and entertainment they provided, the Garcias’ wedding might set a standard for an elegant yet rustic, nature-themed wedding. They had their mid-September 2012 wedding ceremony outside in an area of Willow Mill Campsite where a narrow sliver of the campground sticks out into a 40-acre spring fed fishing pond. With fall colors sweeping across the campground, the guests were seated on folding chairs, while members of the wedding party were brought two by two to the wedding site by horse-drawn wagon. Tara and her father then surprised their guests by arriving at the ceremony on a two-person pontoon boat, which they paddled to shore as a guitarist played “Lullaby” by the Dixie Chics. “My dad and I are very close and I wanted to do something special with him,” Tara Garcia said. After the wedding, the Garcias had their reception inside a huge white tent that was filled with round tables covered with white table linens, burlap placements and handmade table

The Bare Essentials of a Rustic Wedding Mason jars Chalkboards Burlap table placements Structures and decorations made from branches Barns or large outdoor structures Wooden barrels Wooden signs

decorations, which the Garcias made using small logs, twigs and branches from trees that had fallen during a recent tornado. Each center piece log was branded with a heart that included Scott and Tara’s initials. A local caterer provided the reception meal, which included beef tips and chicken, mashed potatoes and green bean casserole. “Our wedding cake was made by my sister’s mother-in-law and had M&Ms in the frosting because they are my favorite candy ever,” Tara Garcia said. “We also had little bags of M&Ms in fall colors at each table setting. Our favors were s’mores on a stick with a marshmallow dipped in chocolate and rolled in Graham cracker crumbs. Each one had a tag with the guest’s name and table number and on the other side it said ‘Enjoy s’more love.’” Thinking back to the days when she was a teenager, Tara Garcia said she never dreamed she’d fall in love at Willow Mill Campsite, but she always felt she would want to get married there. “At that time, of course, I had no idea that (the campground) would be where my love story would begin. Although I saw myself standing at the alter with Scott for many years, I never knew how much the venue would mean to me once we started our planning. To be able to marry my best friend at my favorite place in the world that holds so many great memories for us truly was remarkable beyond words.” arvc.ORG

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arvc VOICE MAGAZINE

feature

â&#x20AC;&#x153;If you are looking for an easy way to get new customers, this might be the solution for you.â&#x20AC;?

Photo by Pinnacle Park Homes

How to Make

30x ROI with a Rental Site By Jake Poterbin, arvc Marketing Communications Coordinator

you've probably read countless articles

advising you on digital communications and making your campground look great via your website, social media channels, etc. In fact, there was an article in the last issue of the arvc VOICE that covered a few tips on how to quickly have big impact on how consumers are viewing you on popular websites. Many campground owners don’t want to spend all day or even an hour a day online, and that’s actually OK. We often hear from campgrounds seeking advice on the Internet and how they’re frustrated by spending a lot of time and money on a website and social media, yet they aren't seeing the success to justify it. One solution campground owners are finding to be worthwhile are online listing services. This shouldn’t be an end-all-be-all online presence for you, but it might be just the thing you’ve been looking for: a quick set up with an immediate pay off. What are these online listing services?

Basically they’re services you pay for to tap into their very large traffic (millions per day). Their web traffic is from people wanting to make a reservation, who are willing to spend money, and are looking for hotel alternatives, such as cabins or other rental sites. There are several services, but the main ones are: vrbo.com, homeaway.com, flipkey.com, tripadvisor.com and airbnb.com. A few of those are owned by the same companies, but to list a cabin or other rental site on multiple websites you need to pay separately. Many of these websites, like vrbo.com (Vacation Rental By Owner) claim to give you 30 times return on investment (ROI) from their subscription fee. That sounds pretty skeptical, however arvc members who participate on these websites have reported similar findings. Joe Moore, CPO, owner of The Vineyards Campground & Cabins in Grapevine, Texas, had used the service in the past but recently used it for one cabin in his campground. From mid-February to mid-May, Joe said he had 40 requests from vrbo.com, an average of every other day. Joe also lists the same cabin on homeaway.com, a sister website of vrbo.com. From that website during the same time period he received 75 requests. Asked if he agrees with the 30 times ROI, Joe said he “wholeheartedly agrees.” Vrbo.com reports their average subscription cost is in the range of $500 per year. The setup is quick and easy

For Joe, the set up was fairly simple. First you pick the level of service, which can vary given the number of photos you want to upload, priority ranking in the search results, or if you want to use a more sophisticated reservation and calendar system. After a few hours of setting everything up, it has only required minimal maintenance of adjusting the rates during the year.

That’s the beauty of these website: you spend a couple of hours for the set-up process and then it works for you 24/7. Sort of like your website or social media channels, but in a more direct financial way. The most successful campground owners on these websites are listing cabins, but you can also find tent sites, along with unique accommodations, like parked high-end RVs, yurts, park models, teepees, etc. Keep in mind these visitors are usually looking for alternatives to hotels, so you won't want to list sites for RVs. Accepting the reservations

Accepting the reservations is relatively easy as well. Joe said he didn’t purchase the level of service that integrated with his reservation system. Instead he went the more cost-effective route. He receives two notifications about the reservation inquiry almost instantly from the website via text message and e-mail. As soon as he receives the e-mail, he forwards it to his employee who manages reservations and they follow up with the customer to confirm the reservation. This method requires you to act fast on the request as the customer is also likely looking at other places to stay. If you take too long to reply back, it could mean a lost customer. What Types of Customers Use These Services?

The Vineyards Campground usually receives customers in five different categories: 1. Business travelers. People coming in for training and are in the area for a week or two. They’re searching for alternatives to weekly hotels. 2. Excursions. People who want to visit the area for a weekend excursion. 3. Movers. People who are moving into the area but don’t have a place to live yet. 4. Devoted users. People who utilize the service wherever they go. 5. Long-term. Joe reported one customer from VRBO stayed three months. If you are looking for an easy way to get new customers, this might be the solution for you. Of course, different things come in to play when talking about success like location and how much space you actually have available. Asked if he had any advice on the service, Joe said, “Don’t wait! If you are trying to justify why you need cabins or park models in your campground, then this will justify your purchase. This alone will help justify the expense. It’s a big source.”

arvc.ORG

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arvc VOICE MAGAZINE

marketplace

buyer’s guide

the buyer’s guide

is a comprehensive marketplace featuring products and services from arvc Member Benefit Providers and Supplier Council members. Advertising/Promotion AGS/TXAD

Debra Schaeffer • 877-518-1989 debra@texasadvertising.net www.ags-txad.com AGS-TXAD specializes in area service guides and websites for RV parks with superior customer service and the latest marketing tools for our clients.

Southeast Publications USA, Inc.

Kurtis Eiben • 954-294-8040 kurtis@southeastpublications.com www.southeastpublications.com Provider of campground site maps, area guides, guest service guides, advertising specialties, special event guides and directories.

Amusements/Games Paul Kahmann • 612-718-5550 paul@backyardtheatersystems.com www.backyardtheatersystems.com We sell outdoor movie systems to RV park and campground owners who want to provide their guests with movies under the stars. Non-inflatable screens to 20 feet.

Betson Enterprises

Brian Murphy • 201-438-1300 bmurphy@betson.com www.betson.com Betson Enterprises is the leading worldwide distributor of coin-operated amusement equipment. Betson has over 75 years of experience and leadership in the amusement industry.

Big Sky Miniature Golf Construction

Michael Codman • 800-508-7357 mcbigsky@aol.com www.BigSkyminiaturegolf.com Designer and builder of miniature golf courses. Supplier of modular miniature golf course, floating range greens, miniature golf obstacles and props.

Gold Standard Games (Shelti)

Cathy Scarbrough • 877-893-1739 cscarbrough@gold-standard-games.com www.gold-standard-games.com Manufacturer of coin-op and home recreational games including air hockey, pool, darts, foosball, and dome hockey.

The Original Jumping Pillows

Smart Industry Products, LLC.

Jeff Lazarus • 847-607-9319, ext. 216 jeff@smartindustryproducts.com www.smartindustryproducts.com Supplier of pet stations, washroom sanitary products, store products, waste receptacles (indoor, outdoor, recycle), and mattress solutions.

Viva Beads

Lori Mottlowitz • 847-291-6742 customersupport@vivabeads.com www.vivabeads.com Handmade clay beaded jewelry. Michele Medina • 800-346-2345 sales@wilcor.net www.wilcor.net Camping goods, RV and electrical goods, BBQ, picnic, housewares, fishing gear, pocket knives, impulse jewelry, toys and games, wildlife plush animals, polystone figurines, picture frames, hand crafted wood gifts, magnets, mountain lodge decor, and customized souvenirs.

Awnings/Screen Rooms Dura-Bilt Products, Inc.

Jeffrey Chalk • 800-233-4251 jchalk@durabilt.com www.durabilt.com National manufacturer of high-quality sunrooms, screen rooms, awnings and roofs, portable RV awnings and screen room; all made by skilled craftsmen in the USA.

Consulting Services Anderson’s Brochure Distribution Joe Tice • 866-645-1897 info@campwithandersons.com

Bud Styer Associates/ Camping For the Fun of It

Bud Styer • 608-592-2128 mrbud@budstyerassociates.com www.budstyerassociates.com Consulting to campgrounds that are family friendly and family operated!

MEMBER BENEFIT PROVIDER

Valerie Elfes • 865-428-7526 val@originaljumpingpillows.com www.originaljumpingpillows.com The official jumping pillow, shade structures, hideaway huts, inflatable concession stands and playground equipment provider in the U.S.

Apparel/Gifts/Accessories Crescent Group Int’l/Krave Products

Amy Huang • 714-523-0369 amy@crescentdirect.com www.crescentdirect.com • www.kraveproducts.com Leading manufacturer and distributor of musical instruments and novelty products. We offer competitive wholesale prices for musical instruments, glow products, flashing novelties, and LED/battery-operated toys.

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Karla Jordan • 414-915-6200 karla@giftworksplus.com www.giftworksplus.com

Wilcor International

Backyard Theater Systems

GiftWorksPlus.com

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GuestReviews

Bob MacKinnon • 877-707-7080 bob@guestreviews.com www.guestreviews.com We provide “state-of-the-art” feedback tools that are affordable and easy to use. Find out how campers feel about your park with online guest satisfaction surveys.

MacKinnon Consulting

866-608-2267 bob@campgroundconsulting.com www.campgroundconsulting.com Strategic business and marketing plans, economic feasibility studies, design/development coordination, customer service training, operational evaluations, employee handbooks and satisfaction surveys.

arvc.ORG

Credit Card Processing Lenexus, LLC

Danny Haggerty • 888-342-1737 dhaggerty@lenexus.com www.lenexus.com

MCPS for Campgrounds

Art Lieberman • 877-858-9010 rvcreditcards@yahoo.com www.mcpsforcampgrounds.com Credit and debit card processing services, e-processing, check guarantee, gift cards and cashless ATM machines.

MEMBER BENEFIT PROVIDER

Payment Processing Consultants (PPC)

Chris Bosch • 888-282-5384 chris@ppcsales.com www.ppcsales.com If you're looking to increase profits, save time and improve credit card processing quality, let PPC help you reduce the costs of accepting credit cards for your organization.

Electrical Services/ Supplies B&B Electric

Matt Linnell • 248-391-3800 sales@bbelec.com www.bbelec.com YOUR ONE STOP ELECTRICAL SOURCE! We specialize in distribution equipment, pedestals and surface boxes, gas meters, electric meters & conversion kits, water meters, wire and lighting. We offer FREE electrical layout services and shipping on pedestals!

Peak Energy Technology, LLC

William Weideman • 888-613-7775 wweideman@peakenergytech.com www.peakenergytech.com The Peak Energy Saver recycles electricity and saves up to 25% on your electric bill, buying you less KWH for your RV Park.

Utility Supply Group

Wade Elliott • 800-800-2811 wade@go-usg.com www.go-usg.com Utility Supply Group is a nationwide provider of electrical power outlets, electric and water meters, wire, and replacement parts for RV parks and campgrounds. Ask about free electrical layouts.

Your Electrical Solutions, LLC

Maggie Linnell • 855-644-2400 sales@yourelectricalsolutions.net www.yourelectricalsolutions.net Shop and compare top of the line suppliers such as Milbank, Eaton, Midwest, American Lighting and more with YES. Electric pedestals, surface boxes, electric meters, conversion kits, water meters, lighting and power distribution equipment. FREE and EXPERT Electrical Layout Services.

FINANCIAL SERVICES MEMBER BENEFIT PROVIDER

American Society of Asset Protection

Jim Jones • 877-992-7738 jim@americansocietyAP.org www.americansocietyAP.org Is your financial house in order? Discover the tools you can use to most effectively structure your business for lawsuit protection and prevention; reduce liability insurance costs; minimize taxes; create successful estate business succession plan.

ANXe Business Corp.

Paul Arceneaux • 877-488-8269 arceneauxp@anx.com www.anx.com ANXe helps protect you from credit card theft. ANXe understands that you have a business to run, so we guide you through every step necessary to keep your credit card information safe.

Equiant Financial Services

Peter Moody • 888-302-5938 pmoody@equiant.com www.equiant.com Equiant delivers quality solutions to receivables servicing issues encompassing invoicing, loan and maintenance payment processing, backup servicing, securitization servicing, early stage collections, and document custody.

MoneyTree ATM

Wayne Young • 850-259-6407 wyoung@moneytreeatm.com www.moneytreeatm.com Make MoneyTree your one-stop ATM solution. We manufacture, sell, process and service ATMs.

Whitebridge Financial

Bob Letham • 330-754-1297 bob@whitebridgefinancial.com www.whitebridgefinancial.com/crf We specialize in membership financing. We offer flow funding and bulk purchase programs that can be tailored to meet your needs. Call us today to learn more!

Food Products/Dry Goods/ Supplies Pepsico Frito Lay

Missy Garcia • 972-658-6891 missy.garcia@pepsico.com www.pepisco.com The “Snacks to You” program allows you to offer your customers the Frito-Lay products they know and love with single unit ordering, easy payment options with $25 minimum plus free delivery.

Pucker Powder by Creative Concepts

Kerri Goldstein • 205-838-0570 karri@puckerpowder.com www.puckerpowder.com Pucker Powder is an interactive candy dispensing machine that is fun for kids of all ages.

Franchisers Best Parks in America

David Gorin • 703-371-7467 david@bestparksinamerica.com www.bestparksinamerica.com A national marketing and business enhancement group for highly rated, independent, RV parks and campgrounds.

Kampgrounds of America

MEMBER BENEFIT PROVIDER

Chris Fairlee • 800-548-7239 cfairlee@koa.net www.ownakoa.com KOA is a franchise camping company providing marketing, operational, and technology programs to over 1000 KOA Kampground entrepreneurs.

Leisure Systems, Inc.

Rob Schutter • 866-928-9644 mwisher@leisure-systems.com www.leisure-systems.com Franchisor of Yogi Bear’s Jellystone Park CampResorts. Founded in 1969, now includes over 75 locations in the U.S. and Canada. Focus on the family camping and cabin rental market.

GROUNDS MAINTENANCE SERVICES/SUPPLIES

USI Affinity

Jim Pitts • 855-575-2632 benefits@usiaffinity.com We offer a wide range of choices for individuals and group insurance plans specializing in health insurance coverage. Choose from an exclusive suite of affordable, voluntary products that cannot be purchased or even compared anywhere but through arvc.

USI Insurance

Tom Gerken • 207-729-4013 tom.gerken@usi.biz Nationally focused insurance firm capable of delivering high-quality insurance and financial products and services nationwide.

MEMBER BENEFIT PROVIDER

interior/exterior design goods

HD Supply

Gerber Manufacturing, Ltd.

Jawaun Hightower • 800-431-3000 customercare@hdsupply.com www.hdsupply.com HD Supply is the #1 maintenance, repair and operational (MRO) supplier in the U.S. We have over 23,000 items in stock and specialize in free next-day delivery. arvc members qualify for discounted pricing which represents a savings of 11-14% over published catalog pricing!

Brian Legler • 800-393-9923 sales@gerbertables.com www.gerbertables.com Since 1969, we have been supplying parks and campgrounds nationwide with picnic tables, park benches, and outdoor grills. All our products are designed and manufactured to be extremely durable under all conditions.

MEMBER BENEFIT PROVIDER

Insurance Services

Sherwin-Williams Company

EMPLOYEE BENEFIT PROVIDER

ARVCHealthPlans

1-888-624-5891 www.ARVCHealthPlans.com This health insurance program can help provide members, their employees and families with comprehensive major medical insurance coverage, along with dental and eye care with flexible options.

PREFERRED PROVIDER Evergreen USA

Lucas Hartford lucas@evergreenusa.com www.evergreenusa.com Evergreen USA is arvc’s Official Preferred Provider of comprehensive general liability and other insurance coverage.

MEMBER BENEFIT PROVIDER

Mass Marketing Insurance Consultants, Inc. Ed Sterczek • 800-349-1039, ext. 15 ed.s@mmicinsurance.com www.mmicinsurance.com/ARVC Mass Marketing Insurance Consultants, Inc. is here to help you design a healthcare program to fit your needs, your employee’s needs, and your budget.

Progressive Insurance

Charles Mozingo • 800-776-4737 charles_mozingo@progressive.com www.progressive.com/rv Market leader in providing specialized insurance coverage for motor home and trailer travelers.

arvc.ORG

Brian Benson • 303-794-2472 brian.benson@sherwin.com www.sherwin.com Sherwin-Williams manufacture and distribute paint coatings and related supplies through 3,600-plus company owned stores in all 50 states and Canada. arvc members have access to special pricing. As a member, you will need to establish a cash or credit account number at your closest Sherwin-Williams store. Ask store personnel to link your account number to arvc's national parent number — #3719.

Licensing MEMBER BENEFIT PROVIDER

ASCAP

Vernell Fleming • 888-772-4142 vfleming@ascap.com www.ascap.com ASCAP represents more then 420,000 U.S. composers, songwriters, lyricists and music publishers. Through our licensing program members have access, and the right to perform, millions of musical works of every kind.

MEMBER BENEFIT PROVIDER

BMI (Broadcast Music Inc.)

Josh Lagersen • 615-401-2832 jlagersen@bmi.com www.bmi.com BMI is a global leader in rights management, providing music licensing to businesses that enables them to comply with copyright law and grants permission to publicly perform all the copyrighted music in the BMI repertoire of more than 7.5 million musical works.

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buyer’s guide

MARKETING SERVICES

MEMBER BENEFIT PROVIDER

Motion Picture Licensing Corporation (MPLC)

G. A. Printing

Eileen Korte • 800-462-8855 ekorte@mplc.com MPLC is the leader in motion picture copyright compliance, supporting legal access across five continents and more than 20 countries.

Jerry Davis • 828-252-9867 jerry@golfassociates.com www.ga-printing.com We print rack cards, brochures, post cards and business cards for the travel and hospitality business.

MEMBER BENEFIT PROVIDER

Red Rover

SESAC

800-826-9996 dshawl@sesac.com www.sesac.com SESAC, Inc. is a performing rights organization. Performing rights organizations are businesses designed to represent songwriters and publishers and their right to be compensated for having their music performed in public.

Manufacturer, Housing Cavco Park Homes & Cabins

Tim Gage • 800-622-8260 tgage@cavco.com www.cavco.com Manufacturer of camping cabins and park model RVs selling factory direct to RV parks and campgrounds nationwide.

Champion/Athens Park Homes

Robert Bouse • 512-897-8122 rbouse@redrovercamping.com www.redrovercamping.com Red Rover is the ultimate Marketing tool for campgrounds “mining” the Internet to generate new customers, with no cost until the customer is actually delivered.

Office supplies

Pete Dolan • 800-944-0240 info@yurts.com www.yurts.com The original designer and manufacturer of the modern yurt, offers a unique alternative to cabins and meeting halls for generating revenue — the highest quality design, materials and customer service backed by the industry leader.

Silvercrest Homes

Steve Harwood • 800-382-0709 sharwood@championhomes.com www.silvercrest.com Silvercrest RV “Simply the Best”. Manufacturer of the highest quality and outstanding design park models in the western U.S.

TUFF SHED, Inc.

Del Bunker • 303-474-5561 dbunker@tuffshed.com www.tuffshed.com TUFF SHED builds over 50,000 individual structures each year nationally. When in need of exterior storage and recreational rental solutions, think TUFF SHED!

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Don West • 239-543-7777 donwest@he-lifts-me.com www.he-lifts-me.com Provides ADA compliant pool lifts, shower and bathtub seats, as well as hearing impaired equipment for one-stop shopping experience.

Leslie’s Pool Supplies

Arlene Foltyn • 800-693-9900, ext. 24658 arlene.foltyn@staples.com www.staplesadvantage.com Shop Staples for office supplies, printer ink, toner, copy paper, technology, electronics and office furniture, and take advantage of special discounts.

Outdoor Furnishings

R.J. Thomas Mfg. Co./Pilot Rock

Pacific Yurts

He Lifts Me Up/Access-Able Designs

MEMBER BENEFIT PROVIDER

Chariot Eagle, Inc.

Randy Ketchum • 717-306-4490 rketchum@conestogalogcabins.com www.conestogalogcabins.com Manufacturer of quality affordable log cabin kits for bathhouses, bunkhouses and rental units for increasing your park’s revenue.

Pools and Fountains services/ supplies

Staples

Dick Grymonprez • 800-738-0392 dgrymonprez@championhomes.com www.athensparkhomes.com Quality builder of park models and cabins with building operations in Athens, TX, Chandler, AZ, Lake City, FL, Lindsay, CA, Salisbury, NC, Sangerfield, NY, Weiser, ID, and York, NE.

Conestoga Log Cabins

Christine Kornely • 920-682-6091 salestower@comcast.net www.towercompany.com Tower Company is your supplier of quality dump station products. Products include Romort Water Towers, sanitary hatch covers and dump station signs and Dogipot products.

MEMBER BENEFIT PROVIDER

Amish Craftsmen Guild II

Bob Holliday • 352-629-7007 bobholliday@charioteagle.com www.charioteagle.com One of the top producers of holiday and vacation homes in North America.

The Tower Company

Amanda Goss • 262-618-2105 amishcraftsmenguild@wi.twcbc.com www.amishcraftsmen.com “Green”, “FUN”, “Made in USA”, maintenancefree furniture to outfit your grounds, beach chair rentals or camp store sales, “Express Yourself”. Bob Simonsen • 800-762-5002 pilotrock@rjthomas.com www.pilotrock.com Designer and manufacturer of the Pilot Rock brand of picnic tables, charcoal grills, campfire rings, benches, trash receptacles, bike racks, lantern poles and more.

Sun Patio Furniture

Pat Janis • 480- 227-2776 pat@sunpatiofurniture.com www.sunpatiofurniture.com Quality outdoor furniture with excellent service! Get a free quote online!

Plumbing Services/Supplies King Supply Company

Wendy Thibodeau • 888-852-5340 email@kingsupply.com www.kingsupply.com Discount supplier of plumbing and maintenance products to the park and recreation industry. On-line catalog at www.kingsupply.com. Call for a print catalog.

MEMBER BENEFIT PROVIDER

Moen, Inc.

John Thornton • 724-942-0964 john.thornton@moen.com www.arvcplumbing.com MOEN commercial products are built for the most demanding environments. Durable products that are both vandal-resistant and energy-efficient help lower your cost of ownership. Take advantage of exclusive arvc member pricing on hundreds of products.

arvc.ORG

Brad Lewis • 615-673-5468 blewis@lesl.com www.lesliespool.com/commercialcatalog/ Leslie's is the best place to find everything you need to make owning a swimming pool and spa fun and easy, at the best prices guaranteed. Our 120% best price and our 100% satisfaction guarantees ensure you won’t pay more and your satisfaction comes first.

Planet Access LLC

Kenneth Bauer • 406-239-2705 kbauer@planetaccess.us www.planetaccess.us Distributor of complete lines of handicap accessory equipment and ADA-compliant pool lifts.

propane MEMBER BENEFIT PROVIDER

AmeriGas Propane

Stan Cardwell • 901-581-1954 stan.cardwell@amerigas.com www.amerigas.com AmeriGas is the nation’s largest propane company, serving over 1.3 million customers in nearly 50 states. We offer you storage tanks, refilling equipment, installation, safety training and support, comprehensive marketing materials, tank rental — FREE. And no extra charges or delivery fees.

MEMBER BENEFIT PROVIDER

Ferrellgas

Andy Vance • 913-661-1862 nationalaccounts@ferrellgas.com www.ferrellgas.com Ferrellgas provides propane gas solutions for your home or business. Save money with our propane tank delivery and maintenance options.

MEMBER BENEFIT PROVIDER

Suburban Propane

Sandra Holmes • 800-643-7137 sholmes@suburbanpropane.com www.suburbanpropane.com Suburban provides state-of-the-art bulk refilling dispensing units, bulk propane installations, discount pricing, equipment, on-site safety training and instruction, safety signage with 24-hour emergency service available. Take advantage of discounted propane pricing.

Real Estate Services Baehre Real Estate

Russell Baehre • 830-896-5050 info@rvparksforsale.com www.rvparksforsale.com A fully licensed real estate firm specializing in campgrounds, RV parks and RV resorts for over 25 years! Proud arvc member for 20 years!

Campground Valuation

Grant Ackerly • 855-968-2267 info@campval.com www.campval.com National appraisal company providing market analysis and real estate appraisals to the RV park and campground industry.

Darrell Hess and Associates

Darrell Hess • 828-452-1535 hess@campgroundsforsale.com www.campgroundsforsale.com Real estate RV park brokerage, consulting, workshops, educational materials.

Recreational Equipment Berg USA LLC

877-499-6462 gary.landis@bergtoys-usa.com www.bergtoys-usa.com We are the exclusive USA distributor for Berg Toys. Berg's high quality pedal go-karts have provided safe and healthy recreation at RV parks and campgrounds for 10 years.

Club Car – Ingersoll Rand

Ryan McClellan • 800- 227-0739 ryan_mcclellan@clubcar.com www.clubcar.com Save up to 25% off MSRP on the highest quality electric, gas, and diesel powered light-duty utility vehicles, heavy-duty 4x4s and multi-person transports. Go to www.clubcar.com and click on Dealer Locator to take advantage of this special program!

Commercial Recreation Specialists

Ron Romens • 877-896-8442 ron@crs4rec.com www.crs4rec.com CRS provides revenue-generating recreation solutions including inflatables for pool or waterfront, kayaks, stand-up paddle boards, pedal boats, indoor and outdoor play equipment, mini-golf, shade structures and more!

EMPLOYEE BENEFIT PROVIDER

Ford Motor Company

Doug Jones • 303-738-4437 jonesd5@autonation.com www.ford.com Take advantage of great discounts on Ford cars, vans and trucks. Call us today and we’ll help you get into the right vehicle at the right price.

Tommy Dock Products

Mary Woller • 866-675-1880 mwoller@tommydocks.com www.tommydocks.com Tommy Dock is a high quality, do-it-yourself, complete dock system. Standard layout or elaborate design is your choice. The natural alternative to high priced dock systems.

Wavi USA – JCI Distribution, LLC

Brian Jones • 813-919-0772 brian@waviusa.com www.waviusa.com Masks, snorkels, fins, goggles, combo sets, flipflops, water shoes, dry bags, nose clips, ear plugs, swimming caps, rash guards, wet suits, and baby hats.

Reservation Systems

Passport America

Vernon Simmons • 800-681-6810 comments@passportamerica.com www.passportamerica.com The “original” 50% discount camping club. Over 1,700 participating campgrounds and RV Parks.

RV Equipment/Supplies Amazon

Go USA Camping

Wendi Ruhr • 800-803-0635 wruhr@gousacamping.com www.GoUSACamping.com Go USA Camping combines real-time online reservations with a powerful web-based front office system that’s easy to use. With our step-bystep wizard you have complete control over your park information at any given time.

Leisure Interactive, LLC

Kelly O’Bryan • 714-628-3434 kobryan@leisureinteractive.com www.leisureinteractive.com We are a leading provider of online reservation technology, front office software, property management solutions and consumer marketing networks for campgrounds and RV parks.

Mission Management Information

Peter Kearns • 905-374-8643 peterk@campgroundmanager.com www.campgroundmanager.com Campground Manager® the most powerful campground and RV resort software available today!

RMS North America

David Jones • 888-802-5827, ext. 1 dj@rms.com.au. www.rmsnorthamerica.com RMS is a world leader in providing property management and online reservations solutions for the hospitality industry. RMS will help you more effectively manage all aspects of your property.

Resort Management Services Newby Management

Ray Seigneurie, CPO • 888-847-3700 ray@newbymanagement.com www.newbymanagement.com Over 30 years experience managing RV resorts combines a “people-first” approach with higher occupancy and reduced expenses to deliver value added professional management solutions.

RV Associations/Clubs/ Memberships Family Motor Coach Association, Inc.

Jerry Yeatts • 800-543-3622 jyeatts@fmca.com www.fmca.com Enhancing the motor home lifestyle for nearly 50 years. Helping to connect over 90,000 families to campgrounds across the U.S. and Canada. Ask us how!

Good Sam Family

Ann Emerson • 800-765-7070 aemerson@goodsamfamily.com www.goodsamclub.com We are the largest network in North America with over 2,100 affiliated parks. Join the most respected and recognized brand among RVers and market your park to over 1.3 million active RVer families.

arvc.ORG

Pamela Petruschke • 206-266-2611 petrusch@amazon.com www.amazon.com/jobs Amazon is a Fortune 50 company that is the global leader in e-commerce with expanded product selection, international sites and worldwide network of fulfillment and customer service centers.

JR Products

Susan Carpenter • 800-269-7622 sales@robacompany.com www.jrprvinc.com Leading supplier of RV parks and accessories including interior/exterior hardware, plumbing, electrical, hatches and towing.

Stag-Parkway, Inc.

Linda Scott • 800-456-7824 linda.scott@stagparkway.com www.stagparkway.com As the nation’s largest RV parts and accessories distributor, STAG offers over 25,000 products from 12 warehouses, with next day service to 97% of America’s RV dealerships.

Sunland Specialties

Brian Lerg • 909-608-7740 brian@sunlandspecialties.com www.sunlandspecialties.com Distributor of RV accessories, camping and electrical goods, beach and swimming goods, toys, personal care, fire and BBQ products.

Thetford/Norcold

734-769-8000 www.thetford.com Thetford manufactures permanent and portable toilets for RVs along with deodorants and RV care and maintenance supplies. Norcold manufactures refrigerators and freezers.

Sanitation Maintenance/ Supplies MEMBER BENEFIT PROVIDER

Ecolab, Inc.

Henri Roberts • 303-222-1720 henri.roberts@ecolab.com www.ecolab.com Global leader in cleaning, hygiene, safety and sanitation solutions to the hospitality market.

Eco-Save Products/JWH Distributing

Jean Harrison • 800-950-9666 ecosave@sonic.net www.eco-save.com Eco-Save bacteria based RV/Marine holding tank products for resale to campers and for campground maintenance of septic/sewer systems, treatment of grease in lines and grease traps, vault and portable toilets, and cleaning.

Nature-Zyme

Janet Fyock • 312-279-1400 janet_fyock@equitylifestyle.com www.nature-zyme.com Nature-Zyme provides campground resort, RV and boat owners with a sustainable, 100% natural, organic and biodegradable alternative to standard wastewater treatment products. | SUMMER 2013 |

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buyer’s guide

Phelps Honey Wagon, Inc.

Jaylene Shannon • 800-463-3707 info@phelpshoneywagon.com www.phelpshoneywagon.com Phelps Honey Wagon gives you many sewage handling options. Our 12-inch industrial grade diaphragm pump, made in the USA, pumps at a rate 50-60 gallons per minute.

Sani-Star LLC

Eric Huffman • 888-611-9283 ehuffman@sanistardump.com www.sanistardump.com Automated RV dump fee collection systems.

Walex Products Company, Inc.

Todd Vice • 910-371-2242 info@rvsanitation.com www.walex.com Leading manufacturer of portable sanitation products worldwide. Major brands include PortaPak, Bio-Pak and Elemonate. All products are formaldehyde-free and biodegradable.

SIGNAGE

Coba Systems

Bruce Bridgewater • 800-928-6306 bruceb@cobasystems.net www.cobasystems.net Coba Systems provides private cable, telephone and WiFi services utilizing carrier grade technology and industry proven management.

Digitalway Services

Tim Murry • 817-304-3595 tim@digitalwayservices.com www.digitalwayservices.com We are a coast-to-coast, turnkey cable/WiFi provider. Pay wholesale NOT retail rates. We customize your installation to fit the needs of your park.

Just In Time Communications

Walter Lawrence • 909-985-3777 walter@justintime.tv www.justintime.tv We are a premiere DIRECTV provider. Taking pride in our installations we have been named DIRECTV Dealer of the Year multiple times over.

TengoInternet, Inc.

I.C.E., Inc.

Jim Coppins • 603-347-3005 info@icesigns.com www.icesigns.com ICE is the nation’s leading manufacturer of electronic message centers.

Eric Stumberg • 512-469-7660 marketing@tengointernet.com www.tengointernet.com We are proud to be the nation’s leading provider of wireless networks and guest services to the hospitality industry.

VENDING/COIN-OP MACHINES

Staffing/Recruiting/ Training

MEMBER BENEFIT PROVIDER

ALS – Speed Queen/Unimac

RVBackgroundChecks.com

Dan Voss • 816-228-5255 danv@datasourcecorp.com www.rvbackgroundchecks.com RVBackgroundChecks.com has the best background check technology available. Let us help you get the best applicant on board.

ESD, Inc.

MEMBER BENEFIT PROVIDER

SureVista Solutions

Blake Ashdown • 800-990-7202 bashdown@surevista.com www.surevista.com SureVista Solutions combines cutting edge research and industry expertise to build profitable marketing programs and improve customer satisfaction.

Workamper News, Inc.

Steve Anderson • 800-446-5627 editor@workamper.com www.HireAWorkamper.com We are dedicated to helping you build a successful recruiting program that can decrease your hiring stress while increasing your bottom line!

Telecom/Internet/satellite EMPLOYEE BENEFIT PROVIDER

AT&T

www.att.com/wireless/arvc arvc members and their employees now qualify for a 15 percent discount on qualifying personal wireless plans, as well as exclusive discounts on equipment.

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Chad Yanziot • 920-748-4473 chad.yanzito@alliancels.com www.alliance-laundry.com Speed Queen coin-operated laundry equipment and UniMac on-premise laundry equipment including top load washers, front load washers, matching single dryers, and stacked equipment.

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Timothy Seitz • 800-523-1510 tseitz@esdcard.com www.esdcard.com ESD manufactures coin and card business payment systems for commercial laundry and vending applications worldwide.

Fluid Manufacturing

Pete Parafin • 800-443-5843 fluidmfg@aol.com www.fluidmfg.com Factory direct pricing on coin-operated shower controls, coin counters and bill changers. Save up to 15% off American Bill Changers EVERYDAY.

WASTE CONTROL/ RECEPTACLES/SUPPLIES Doggie Deposit

Bob Hansen • 866-398-3992 bhansen@doggiedeposit.com www.doggiedeposit.com Our pet waste bags are made of low density polyethylene with the special additive (D2W) which makes them degradable. Our bags are easy on your budget and environment!

arvc.ORG

Dogipot

David Canning • 800-364-4768 info@dogipot.com www.dogipot.com Dogipot has the most environmentally conscious and highest quality dog waste removal products to help keep campgrounds and RV parks free from the nuisance of unsightly, smelly and harmful dog pollution.

MEMBER BENEFIT PROVIDER

REFUSE SPECIALISTS

Brian Roosth • 903-539-5959 broosth@refusespecialists.com www.refusespecialist.com REFUSE SPECIALISTS acts as an off-site waste hauling and recycling department for your campground. We ensure you are paying the absolute best prices for your waste hauling and recycling services.

website Services Big Rig Media LLC

Jeff Beyer • 760-200-9477 info@bigrigmedia.com www.bigrigmedia.com Big Rig Media has delivered secure, managed hosting solutions, unmatched web development and integrated print material for the outdoor hospitality industry since 2000.

Gueststream, Inc.

Joe Pawlak • 720-880-5948 joe@gueststream.com www.gueststream.com Providing website design, marketing and software development services to the RV park and campground industry.

RVpoints.com

Michael Ogilvie • 727-726-6400 mogilvie@baysidecom.com www.rvpoints.com RVPoints.com is a FREE campground listing service for campground owners. Additionally we offer listing services for local businesses and the sale of RV and park models.

Strait Web Solutions

Roxi Baxley • 360-457-2490 roxi@straitwebsolutions.com www.straitwebsolutions.com Website design, development and hosting. Mobile websites, social media consulting, search engine optimization. More than 14 years experience in the web design and RV park and campground industries!

arvc.ORG

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