2019 December Newsletter

News from RVDA

Newsletter

News Highlights Newsletter

• Save the Date !

2020 RV Dealers Convention/ Expo

• ‘Healthy RV’ing’ -

Your RV is Winterised and Safely put away for the Season...or is it? brought to you by PURIFYD SYTEMS®

• 2020 RVDA

Endorsement Partners

Inside this issue: Do You Have a Selling System?

By Dave Kahle

4-5

Your RV is 6-7 Winterised and Safely put away for the Season...or is it?—brought to you by PURIFYD SYSTEMS®.

Winter is Coming, Are you Ready? By

8

New Service Management Guide, 12 Ed,

9

Save the Date !

2020 RV Dealers International Convention/Expo

12

Check RVDA of Canada Endorsement Partners

18-19

December 2019

Page 2

Newsletter

Dear Members, As the newly elected RVDA of Canada Chairman of the Board, I have to tell you that I am deeply honoured to have been selected for this position. I will do my very best to represent you well. Thank you for the trust and confidence that you have placed in me.

At its recent meeting in November, the national board approved the renewal of our endorsement agreement with Wells Fargo Commercial Distribution Finance. It is truly a great partnership and we are so pleased to continue this relationship for another three-year term. Endorsement programs benefit the association in several ways. Not only do they provide a benefit to our members but they also generate revenue for both the national and provincial/ regional organizations. In turn, this enables us to provide our members with better programs and services. Thank you Wells Fargo!

The RV Dealers Convention Expo that took place last month in Las Vegas was an outstanding event. The education was by far some of the best that the industry has to offer. This year we also assisted our French speaking dealers by providing simultaneous translation in some of the sessions. If you did take part in this, I hope you found it useful! I would encourage all of you to attend next year’s event which will take place from November 9 through 13, 2020.

Newsletter

Page 3

Our recently released Q3 Economic review shows that total RV sales through September reached 41,178 units, which is down 14% compared to 2018. Western Canada’s economic turmoil over the past few years continues to have a negative impact on RV and camping in the region.

However, recent easing in the mandated oil curtailment and the recent cut in corporate income tax should provide a much-needed boost to the economy in western Canada, which may have a positive spill over into the RV market.

dealers across the country.

On the brighter side, RV retail revenues grew slightly in the third quarter to $1.65 billion from $1.63 billion in the same period last year. The revenue results are encouraging given the sluggish retail activity in the RV market. It reflects an efficient integration of all business units by RV

As you know, government advocacy continues to be an important aspect of the RVDA of Canada’s work. With the announcement of the new cabinet, we were pleased to see the continuity of Minister Joly as Minister of Tourism and Minister Morneau as Minister of Finance. The association can now build upon our past advocacy work with these key Ministers. Also, most senior political staff in these offices will be maintaining their roles. As a result, the RVDA of Canada will continue fostering and leveraging the key relationships amongst decision-makers.

I would like to take congratulate our most recent Dealer of the Year recipients. On November 13 Bruce Marsh of Cape Breton Trailers in Bras d’Or, Nova Scotia was presented with the prestigious 2019 Canadian RV Dealer of the Year Award by RV Lifestyle Magazine. I have had the pleasure of working with Bruce on the national board for several years and can attest to his outstanding contributions to the RV industry.

Congratulations Bruce!

Happy Holidays,

Gord Bragg, Chairman of the Board

Newsletter

Page 4

Do You Have a Selling System?

By Dave Kahle “I have my own style of selling.”

That is a remark I have heard a number of times, usually from relatively inexperienced sales people. What they usually mean is something like this: “I don’t have any real system to what I do, I don’t want any scrutiny, and I am probably not going to learn anything from you.”How valid is this position? Does every sales person have a unique style of selling? Are they just trying to hide from accountability under the cover of individual “style”? Or is there some other explanation? More importantly, should your company allow every sales person to have their own style, or should you have system for selling to which everyone adheres? I will let you answer that question yourself in a moment. For now, let’s consider the concept of a “selling system.”

Can selling be systematic?

Almost any work can be systematic. “Systems” are how good work gets done. McDonald’s did not grow its business by hiring people and challenging them to figure out how to best do the job. Instead, McDonald’s works on the basis that there is a best way to take an order, greet a customer, fry potatoes, and assemble a cheeseburger. Figure out the best way, get the necessary tools, document the most effective processes, and train everyone in doing it that way. As a result, people work the system – and the system works. Because of the system, McDonald’s can make almost anyone, regardless of their capabilities, into productive, effective employees.

This truth – that good systems make people effective -- operates in every area of work. Even highly skilled, highly educated professionals apply this concept. There are, for example, better ways to try a case, to perform a surgery, to fly an airliner, and to counsel a mentally disturbed patient. Talk to effective professionals in any of these areas, and they will verify that they use refined, intentional principles, processes, and tools to complete these complex tasks. They use a system.

In fact, the more important and complex the task, the more likely that the effective principles and processes for successfully completing that task have been defined and codified. How would you feel if you buckled the seat belt on an airliner and listened as the captain announced that he has his own way of flying this plane?

This is not to say that there is not room for individual differences, for continuous process improvement, and for variations based on the specific intricacies of the situation. But those are more embellishments than structure – like the icing on a cake. Without the cake underneath, the icing is meaningless. The system provides the structure on which the individual can spread personal embellishments.

You probably apply this principle in every other aspect of your business. Don’t you have a system for almost every important process in your business? Don’t your accountants follow a well-defined set of principles and procedures? Aren’t your customer service reps expected to input an order in a certain way, and respond to a customer in a certain fashion? Don’t your purchasing people follow certain procedures, and aren’t they guided by certain principles and criteria to ensure that they make the best decisions?

Newsletter

Page 5

Why should sales be different?

It isn’t. There are principles, processes and tools that have been proven to be more effective than others in sales, just like in every other profession. It is like a football game. No coach says to his team, “OK, you guys go out and figure out how to be successful.” Rather, a coach develops a “best way” to tackle, to block, to pass, to catch, etc. And then, the coach develops the system, creates a game plan, and teaches his players that system and that plan.

In a similar way, a selling system addresses the interaction between the sales person and the customer, providing a “game plan” for success. Think of it as a template for the sales person’s face-to-face tactical encounters. It is based on the principle that, when it comes to selling a specific product or service to a certain type of customer, there are principles, processes and tools that are proven more effective than others.

Study any successful company that fields a large number of sales people, and you’ll discover that almost every one of those companies has evolved a well-defined, duplicable selling system. And they teach that system to their sales people – “This is the way we keep track of our files, this is the way we collect information about our customers, this is the way we present this product or that one, this is the way we think about strategy, this is the way we develop a weekly plan,” etc. The larger, older, and more successful a company is, the more likely it is to have a highly sophisticated and refined selling system.

The large, old, life insurance companies are great illustrations. Go into the local Northwestern Mutual office, for example. Talk to a manager, tell him you would like to sell for him, but you are going to do it your way. See how far that gets you. Or perhaps IBM has an opening for a one-of-a-kind sales person. Maybe Microsoft and Johnson & Johnson haven’t yet figured it out.

You have the idea. A well-defined selling system is one of the essential components of an effective sales company.

To be effective and productive in your sales efforts, sooner or later you need to develop a selling system. Your selling system should have variations for each major market segment. For example, the “best way” to sell to a truck line may not be the best way to sell to an accountant. Typically, a selling system would define a sales process for each segment, and then address the best ways to accomplish each step in that process.

Take truck lines for example. The most effective process may be to make an appointment with a purchasing person, to collect information at the first face-to-face meeting, to prepare a written proposal, to personally deliver that proposal, and then to make a personal face-to-face follow up call. That may be the process piece of the system. The tools might consist of a script for making the appointment, a profile form to collect the information, a capability brochure to use to describe and introduce the company, a standard “proposal” form, and a set of carefully crafted questions to use throughout the process.

The tactics may be a series of techniques to facilitate each step of the process – to accomplish each step well.

When all those pieces are put in place - the appropriate processes, tools and tactics - you would have a selling system. And when you have a selling system, and when you have trained all your sales people in that system, you will have taken a major step forward. You’re ready for the big leagues.

Originally posted: https://www.davekahle.com/selling-system/ Dave Kahle is one of the world's leading sales authorities. He's written twelve books, presented in 47 states and eleven countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations. Sign up for his free weekly Ezine. His book, How to Sell Anything to Anyone Anytime, has been recognized by three international entities as "one of the five best English language business books.” Check out his latest book, The Good Book on Business.

Page 6

Newsletter

We are pleased to introduce a new regular column called ‘Healthy RV’ing’ brought to you by PURIFYD SYSTEMS®. This new column will provide actionable information on health related trends applicable to both

For many, the RVing season is over for the year. You’ve winterized your RV and it’s safe and sound and it’s time to put your RV it in storage for the Winter.

But, did you winterize your RV for mold?

But did you know that winterization will not stop mold growth, leaving you and your family vulnerable?

Your heating, ventilation and air conditioning (HVAC) systems, as well as areas in your RV where condensation forms, are ideal environments for the growth of mold. Penicillium and Aspergillus are two common toxic molds that love to colonate HVAC systems. And if you have recurring moisture, particularly on wood products, that’s where you will find the Black Mold -and that means rot and corrosion are underway.

Preventing mold from growing in your winterized RV is important for 2 principal reasons. Firstly, the molds mentioned above are toxic. Repeated exposure to them has been scientifically proven to cause serious health issues. And secondly, by preventing mold growth you are also removing the factors that cause wood rot and corrosion thus avoiding potentially expensive repairs.

Newsletter

Page 7

Here are some tips on preventing mold growth in your RV this winter: 1. Reduce condensation sources One of the best ways of doing that is stopping it before it starts. Look at activities that may lead to the addition of moisture into your RV. Things like hanging wet towels to dry showering and bowling boiling water, without a place enough ventilation for the steam water vapour to go exit, can add to the humidity in your vehicle. Make sure to open the a window or turn on the exhaust fans in your RV. Also regularly check the appliance drain pans for , where standing water. mold can grow when standing water becomes an issue. That’s a great place for mold growth.

2. Use a dehumidifier We know that you can’t avoid all moisture build up, so investing in a dehumidifier will lessen the condensation that can result in pathogens and mold growing during the winter months.

3. Make sure your AC filters are cleaned and replaced Keeping your filters clean and new will enhance the protection your RV needs. New RV filters work like air filtration systems to reduce the buildup of pathogens and mold spores, as well as reduce allergies.

4. Use a HVAC mold inhibitor Mold will continue to grow throughout the winter in an untreated HVAC system, releasing spores into the duct work. The moment you turn the system on in the spring, it will blow the spores throughout your RV. An important extra step to take during winterization to take is to introduce a HVAC mold inhibitor which can prevent mold in your HVAC system. The best out there is a PURIFYD® SYSTEMS treatment done by your RV service professional! It will eliminate the mold and the spores and leave behind a protective barrier that inhibits further growth.

5. Seal any cracks you find Check around the windows, and doors and slide outs to make sure seals aren’t cracked. Also look for any damage that may have occurred from low lying branches, which may cause any small leaks.

6. Dry your awning It’s always best to make sure that you don’t put your awning away wet. It is important that it is dried first.

These simple practices, as part of your winterizing procedures, will ensure your RV is safely put away for the winter season and you won’t have a nasty mold surprise when it comes to de-winterising in the spring. We know you can’t wait to get back to your RV’ing lifestyle, so go back with confidence.

Brought to you by the PURIFYD ®SYSTEMS Health Watch

Page 8

Newsletter

Newsletter

Page 9

Page 10

Canadian retail sales statistics are now available for both motorized and towable recreational vehicles.

These statistics will allow dealers to better manage the inventory on their lot by knowing which units are selling in their area, which price points are attracting buyers as well as knowing the local trends affecting their marketplace.

The RV retail sales statistics compiled by Statistical Surveys Inc. are the result of matching manufacturer VIN numbers with RV registrations.

The RVDA of Canada endorsement agreement includes free access for national monthly figures only, for members only. Going forward, these figures will be published in the RVDA of Canada bimonthly newsletter and archived at the “RV Statistics / National RV Sales” link on the member side of www.rvda.ca.

This information is copyrighted to Statistical Surveys Inc. and for your use only, not for distribution. In order to protect your endorsement benefit, please honour that confidentiality.

To purchase more detailed statistics – by province, region or city – please contact Scott Stropkai of Statistical Surveys Inc. at 616-281-9898 ext 128 or sstropkai@statisticalsurveys.com.

To learn more about Statistical Surveys Inc., visit www.statisticalsurveys.com.

Newsletter

Elite Insurance Company is a subsidiary of Aviva Canada Inc., one of the leading Property and Casualty insurance groups in Canada which provides insurance protection to more than 3 million Canadians.

Aviva Canada is on a mission to change insurance.

"At Aviva, we listen to our customers' views and opinions because by listening and acting on your feedback, we become better at what we do. We want Aviva customers to feel they are being treated as people, not as a number. We want our customers to be confident and comfortable that they have the right insurance to cover their needs. And we want our customers to have a positive experience at Aviva.

We've already started the change by introducing our claims service satisfaction guarantee which you can learn more by visiting www.ClaimsGuarantee.com Elite Insurance Company is Canada's largest insurer of specialty personal insurance products since 1954, covering recreational vehicles, mobile homes, antique & custom cars and pleasure crafts. To learn more about Aviva Elite and their mission to change insurance visit their website: www.avivacanada.com Aviva Elite

Newsletter

Page 11

The Third Quarter Economic Review is intended to deliver a comprehensive look at the economic indicators affecting the RV Industry in Canada. These products are intended to provide members with current economic information, which can assist them in gaining insights into the changing economic dimensions of the RV industry and the economy at large.

Download this report on RVDA of Canada member site under Member services / Industry Relations tabs (login required)

Page 12

Newsletter

Newsletter

Page 13

Page 14

Newsletter

From Meeting to Exceeding Customer Expectations Why Customer Service Training Matters

Positive reviews.

Returning clients.

New customers.

Higher revenue.

Brand loyalty.

By increasing customer satisfaction, your business can have all of the above! As we start wrapping up the season and reflecting on this year’s success and lessons learned, what did your team do to earn a 5-star review from your customers? Were they able to take customer service to the next level? How can you ensure your employees meet and exceed customer expectations next year?

Incorporating customer service training for employees has many benefits: it leads to greater customer satisfaction, helps maintain professionalism, build confidence in handling disputes, increases revenue and business bottom line, to name a few. At the same time, it promotes greater job satisfaction, increases productivity and engagement, and facilitates recruitment and retention. Do you have seasonal staff? Ongoing training program built into the company culture gives them a reason to return and an opportunity to step into a different role within your company.

Newsletter

Page 15

If you are looking to elevate customer service quality in your operation, look no further than the SuperHost program. It is an affordable and relevant suite of courses recognized as the standard for customer service excellence. Does your team: Can you benefit from some fundamental training on service quality, or a refresher on customer service principles? The Foundations of Service Quality introduces the principles of providing customers with a quality experience with emphasis on the importance of delivering exceptional customer service. It touches on workplace communication, problem solving, customer and employer expectations, and more.

Interact with a diverse customer base? If your team interacts with all types of customers, the “one size fits all” strategy simply will not work. The Service For All online course makes a great add-on to any in-house training program or to help gain a better understanding of how to work with people of diverse backgrounds and cultures. Participants will learn about expectations and best practices around various groups, including but not limited to, different age groups, persons with disabilities, LGBTQ/2S (Two-Spirit), indigenous, and numerous ethnic groups.

SuperHost Certification program is readily available online to accommodate busy schedules of your staff. The self-paced training program is flexible and widely accessible from anywhere with internet access.

To learn more about SuperHost Certification, contact Andrea Hinck, Manager of Industry Training, at 604 633 9787 ext. 225!

go2HR is BC’s tourism human resource association. Delivered online and in the classroom, SuperHost by go2HR offers relevant, up-to-date customer service training that meet the current needs and expectations of employers.

Page 16

Newsletter

RVDA Member Discount Programs & Benefits

Discounts on hotel rooms – access to Choice Hotels program discounts of 15-20% at over 325 hotels in Canada & 6,300 hotels worldwide, & some complimentary services at select hotels. Aeroplan or Choice Privileges points can be earned. Book travel be online, on your mobile device or via a toll-free number.

on select Exclusive discounts up to 35% off select FedEx services when shipping within Canada, to the US, or internationally.

If you have a FedEx account, simply enroll in this program through the dedicated FedEx webpage that can be found at the member link If not, see the member benefit page for a link to do so. View FedEx services at www.fedex.ca.

Discounts and offers for top attractions, shows and other entertainment!

Now you’ll have access to exclusive discounts, special offers and access to preferred seating and tickets to top attractions, theme parks, shows, sporting events, movie tickets, hotels and much more. Be sure to visit often as new products and discounts are constantly being added!

on tools An array of products at very competitive prices in over a dozen Maintenance, Repair & Operations (MRO) categories, with two discount structures – based on national volume and on catalogue prices. Inventory at each branch location is tailored to the local market. For a complete list of products available, a credit application form to sign up for an account, & a contact for complete details on this program, click here.

Petro-Canada SuperPass Credit Card Discount With use of the Petro-Canada SuperPass credit card, members of Explorer RV Club & RVDA of Canada can realize significant savings, convenience, control & security.

Click here for an information / application form & contact information

Newsletter

Page 17

RVDA Member Discount Programs & Benefits

Discounts on 3 payroll & employment compliance resources An exclusive 20% discount on 3 of their publications: Human Resources PolicyPro, Human Resources Advisor and HR infodesk; & free trials of information services. The constantly-updated information will help you understand employer obligations & legal requirements, & stay updated with Canadian federal, provincial & territorial employment legislation.

Substantial savings on UPS services Preferred pricing with UPS for Canada-wide, USA and other destinations for expedited and standard services via Wholesale International Couriers and Freight Forwarders through UPS’ website. Visit the member link or contact information to set up an account.

Discounts on promotional products Volume-based preferred pricing on a wide range of promotional products in over 700 categories. Imago Marketing is able to distribute to all locations across Canada Visit the member link above for the member code. For more information, contact Jessie Lo at jlo@imagomarketing.com or 604.304.6246.

Discounts on Dale Carnegie Training programs 10% discount off local pricing for any Dale Carnegie Training program.

Contact your local training office for class details / dates, or find an office near you. Download & present this offer to them to qualify for the discount.

Marks: Discounts (in-store) on select workwear 10% discount on the numerous items listed on our member program card, including work clothing, gloves, belts, winter and safety accessories and CSA-Approved Footwear. Show your card at the check-out counter

Page 18

Newsletter

Newsletter

Page 19

Page 20

Newsletter

Did you know about the RV Careers website?

The RV Careers site was developed to raise awareness to career opportunities available in the Canadian RV industry. It provides some background information to the various departments found within an RV dealership, apprentice and technician training opportunities. It also contains information for employers on how to hire and work with apprentices and apprenticeship authorities and how to access the numerous Federal, Provincial and private grants available.

Hiring?

When you visit the site, the first thing that should jump out at you is “jobs.� And, the call-to-action would be to see what jobs are available and to look deeper for the job and training requirements.

You can add, edit or remove your job posting whenever you like. You will be able to receive job applications via e-mail. Before this listing expires (in 45 days), you will be notified to either update or delete the posting.

You have full control of your job postings!

To post a job, go to the employers tab and log in using your RVDA of Canada user name and password. Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.

Upcoming Events

Newly added events include career fair, RV lifestyle, trade show, workshop, and online training events.

The news listing will keep you and your staff up to date on training and industry events.

Education for those currently working in the industry vs. those looking to enter the industry If you currently work in sales, parts, or service, you will want to visit the Education page.

Newsletter

Page 21

There are training and educational programs for technicians, parts/service management programs, sales, marketing and F&I programs, administration/ accounting programs and awards available.

For apprentices and anyone wishing to

become an apprentice, detailed information can be found on the Become an apprentice page. There are many programs such as youth and pre-apprenticeship where high school students can get practical work experience. If there isn’t one in your area, there’s information available under the Employer page on how to start and implement your own apprenticeship program.

Financial incentives and assistance programs There are many financial incentives for both apprentices and employers to participate in an apprenticeship as well as assistance from Provincial and Federal governments and your local RVDA. On the financial incentive page, it lists numerous benefits for apprentices to participate in an apprenticeship and for employers to hire apprentices. There are numerous Federal, Provincial and RVDA Financial assistance programs such as bursaries and grants.

If you have any suggestions or comments about how we can improve the site, please email us or comment on the RV Careers Facebook page!

News from RVDA RVDA of Canada Mission Statement: The RVDA of Canada is a national federation which exists to protect and promote the interests and welfare of RV Dealers across Canada in order to enable the industry to maximize its potential.

Newsletter Editorial Staff The RVDA of Canada Member Newsletter is produced and distributed through the national association office : RVDA of Canada, Richmond BC For Inquiries please contact us at: #145 – Coppersmith Way Richmond, BC V7A 5J9 Ph: (604) 718-6325 Fax: (604) 204-0154 www.rvda.ca powered by rvhotlinecanada.com

Board of Directors Executive Committee Chairman, Gord Bragg, Hub City RV, Lantzville, BC

Emails : Eleonore Hamm, eleonore_hamm@rvda.ca Anita Lien, anital@rvda.ca Amee Inocencio, ainocencio@rvda.ca

Post your Positions at

www.RVCareers.ca

To post a job, simply go to the employers tab and log in using your RVDA of Canada user name and password.

Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.

Vice-Chairman, Josée Bédard Roulottes Chaudière Lévis, Quebec Treasurer, Dale Hopkins RV City Morinville, AB Past Chairman, Herb Cowen, Pike Lake Golf Centre, Pike Lake, ON Directors Jim Gorrie GNR Camping World

Ken Dobson Leisure Time Sales

WWW.BUYLOCALRV.CA

Roland Goreski Campkin’s RV Centre

Kyle Kehoe Kehoe RV

RVDA of Canada’s “BUY LOCAL” campaign promotes “Buy your RV close to home.

It’s better in the long haul, to consumers.

Bruce Marsh Cape Breton Trailer Sales

Dean Goerzen Go RV

Marc Rémillard Centre du Camping Rémillard

Collin Yaretz South Thompson RV Ltd.

We encourage you to download a copy of brochure available at the member’s website.