2021 August Newsletter

News from RVDA News Highlights •

2020-2021 NTPStag Canada RV Technician Bursary Recipients

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2021 Canadian RV Industry Compensation Study

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2021 Canadian RV Dealer of the Year– Call for Nomination Inside this issue:

2020-2021 NTPStag Canada RV Technician Bursary

6-7

Registration Now Open—RV Dealers International Convention / Expo

8-9

2021 Canadian RV Industry Compensation Study

10-13

Dealing with a Difficult Customer

By Dave Kahle

14-15

2021 Canadian RV 16-17 Dealer of the Year– Call for Nomination 2021 DT TireMounted Wheel Program

18

Cambridge Global 20 Payments Editorials

Newsletter Newsletter

August 2021

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Dear Members, This summer certainly has been another unique one. Here on the west coast, we have been dealing with record temperatures, little rainfall and numerous forest fires. So while campers haven’t been able to sit around an actual campfire, they still have been discovering the joys of camping in our provincial and private campgrounds in record numbers.

The RVDA of Canada Board held its last meeting in July. Key agenda items included reviewing our strategic objectives, approving our next budget and a presentation on the Repair Event Cycle Time project (RECT) and what this means for our dealer network. We also looked at a few new members benefit programs which will be made available soon.

One of our annual activities is to always participate in the House of Commons Standing Committee on Finance pre-budget consultations process. In our submission, we highlighted the fact that RVing is a large component of tourism, both internationally and domestically, and investment in camping and RVing infrastructure will play a crucial role in the overall contributions of the tourism industry to future economic development and prosperity postCOVID-19. Upgrades in campground infrastructure are essential if we want to be able to ensure the future of this industry and make it more accessible to all Canadians.

With the announcement of the fall federal election, we will be making available an election kit for our members to use to highlight the key issues as previously indicated by our dealers. You will be able to raise these points with any potential candidates in your riding.

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I would like to congratulate all of the recipients of the 2021 NTP-Stag RV Technician Bursary.

Earlier this summer, we awarded $12,500 in bursaries to RVDA RV Service Technicians across Canada. The bursaries, sponsored by NTP-Stag Canada, valued at $1000 and $1500, were created to recognize outstanding achievements by students with serious interest and desire to succeed in the RV industry. We would like to thank all of the applicants for their submissions.

August 31st marks the deadline for the 2021 Dealer of the Year Award nominations. If you know of a dealer principal who has demonstrated long-term dedication to the RV industry and promotion of the RV lifestyle; is recognized by customers and peers as a person with the highest integrity and credibility in both work and personal life; and has made significant contributions to the community, then please, send in a nomination!

I would like to remind you that we have emailed you the 2021 DSI survey to complete.

The annual Dealer Satisfaction Index (DSI) survey asks for your level of satisfaction and your collective responses will be used to improve dealer-manufacturer relations. Your input will translate into sound data, which allows organizations to establish baselines, benchmarks, and goals to keep moving the needle forward. Please complete the 2021 DSI survey online now. The deadline for completing the survey is September 7, 2021.

And lastly, I would like to remind you that registration is open for the 2021 RVDA Convention in Las Vegas. We have extended the advance deadline discount to September 30th. Some of this year’s speakers include Annie Wheeler-Rusch, account and social media director from Wheeler Advertising, who will lead a workshop on determining the proper balance of costs for digital and social media marketing in comparison to industry averages in the digital marketing track; and Tanya Miller, president of Secret Weapon Media Agency, will host two workshops on messaging and customer acquisition including how to target prospects based on known behavioral tendencies. All very important in today’s digital age.

Take Care, Gord Bragg, Chairman of the Board RVDA of Canada

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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.

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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

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The 2021 First 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)

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2020-2021 NTP-Stag Canada RV Technician Bursary Recipients Educators and students faced unique challenges during the 2020-2021 academic year. For educators, finding ways to engage students in a virtual classroom has been their biggest challenge. For students, managing constantly changing schedules and lack of interaction with fellow students and instructors have been equally challenging. With strict health and safety protocols in place, in-person instruction gradually resumed with smaller classes. Under such unique and challenging learning environment, we applaud both for successfully completing the academic year.

Jon Itterman, RV apprenticeship program instructor at Okanagan College said, "the pandemic has highlighted the adaptability and resiliency of RV techs. I teach my students to look outside the box when making repairs and I also applied that in my teaching. We constantly change gears mid-stream to assist that customer who is travelling through and needs us to ensure he/she has a happy vacation.

The transition from face-to-face instruction to a blended model of online and in-classroom learning was just another day in the life of an RV tech."

The following apprentices and technicians have demonstrated tremendous passion and desire to succeed in the RV industry and therefore awarded with the NTP-Stag Canada RV technician bursary.

$1,500 Bursary Recipient Caleb Kendrick, Mike Rosman RV Sales, Vernon, BC

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$1,000 Bursary Recipients Victor Noakes, Gilmay RV, Vernon, BC Peter Paggini, Meridian RV, Port Coquitlam, BC Paul Mass, Affordable Trailer Sales, Regina, SK Miles Carriere, Fraserway RV, Kamloops, BC Keith Holm, Gilmay RV, Vernon, BC Justin Grant, Arbutus RV, Port Alberni, BC Josh Freese, Western RV, Airdrie, AB Jordan Nielsen, Fraserway RV, Abbotsford, BC Fraser-John Dunbar, Alan Dale RVs & Trailers, Red Deer, AB Doug Frankiewitz, Traveland RV, Airdrie, AB Bryce Wilson, RV City, Morinville, AB With support from NTP-Stag Canada, RVDA of Canada’s national Education and HR Committee offers two bursary programs, RV service technicians and RV fixed operations personnel, in hopes to encourage continuing education and professionalization in the RV industry.

“The bursaries are awarded to apprentices and technicians that have completed the necessary training and education. This commitment and desire to enhance one's skills and expand their knowledge base requires making personal sacrifices. We understand this translates to taking on the extra financial burden while being away from home and family obligations. I hope the bursaries can help offset some temporary financial setbacks. I have no doubt that this award Rob Edwards brings the recipient and the dealer, a tremendous sense of pride and Director of sales, NTP-Stag Canada excitement beyond what the monetary value of the bursary offers.”

Deadline: says Rob Edwards, Director of Sales, NTP-StagAugust Canada. 31, 2020 For 2021-2022, a total of $12,500 will be awarded to eligible RV service technicians and fixed operations personnel such as service writers, service advisors, and parts and accessories sales staff.

RV service technicians and fixed operations personnel that have successfully completed training between August 1, 2021 and May 31, 2022 are eligible to apply for the bursaries. For the RV service technician, seven bursaries valued at $1,000 and one bursary valued at $1,500 are available. For the RV fixed operations personnel, eight bursaries valued at $500 are available.

Learn more about the bursary programs.

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Dealer Registration Now Open for 2021 RV Dealers Convention/Expo Registration for the 2021 RV Dealers Convention/Expo, set for November 8-12 at Paris Las Vegas, is now open.

The convention/expo will be returning to an in-person format and bring together dealers, manufacturers, and RV industry business partners for the premier dealer education and networking event of the year. Click here to register.

The RVDA Convention/Expo Committee and staff are working hard to bring dealers relevant educational content and new speakers. Updates are available on the convention website, Facebook, LinkedIn, and Twitter.

“RVDA volunteer leaders and staff are looking forward to seeing everyone at Paris Las Vegas in November,” said RVDA President Phil Ingrassia. “It’s been an extraordinary period of expansion and change since dealers last met in person at the convention in 2019. This year’s RV Dealers Convention/Expo will be an ideal way to share ideas on how to keep the momentum going in 2022 and beyond.”

Book your room with the RVDA room block – stay at Paris or stay at Bally’s. Companies interested in partnership, sponsorship, exhibiting, and Vendor Training +Plus opportunities can contact Julie Newhouse at jnewhouse@rvda.org.

The RV Dealers Convention/Expo is presented by RVDA, RVDA of Canada, and the Mike Molino RV Learning Center. Follow the convention on social media using #RVDAConEx and visit www.rvda.org/convention for regular updates.

Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the checkout counter. This offer is only available for in-store purchases..

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As a leader of the RV dealership community in Canada, the Recreation Vehicle Dealers Association (RVDA) of Canada seeks to provide information that can be used to improve the operations of its members across various areas. The 2021 Canadian RV Industry Compensation Study provides comprehensive documentation of compensation and benefits currently provided to RV dealership staff across Canada. This report investigates all aspects of compensation and is useful in determining the appropriate level of compensation and benefits for RV dealership staff. The study was carried out by The Portage Group, a full-service management consulting firm that specializes in providing research and consulting services to associations.

Approach and Methodology Email invitations were sent to approximately 388 RV dealerships in March 2021. By the survey cut-off date of April 25, 2021, responses had been received from 73 RV dealerships for a 19% response rate.

Each survey allowed respondents to provide information on compensation, benefits and demographics for an unlimited number of individual staff members. The survey covered full-time, part-time and seasonal positions. If a position was not full time, compensation data was adjusted to a full-time equivalent based on the number of hours worked. Respondents could also report data for groups of employees in a particular position, so the number of employees represented in the survey is not directly related to the number of survey responses. Key response statistics are as follows: • Number of participating dealerships: 73 • Number of positions reported: 799 • Number of employees represented: 1,142

Number of Employees RV dealerships of all sizes participated in the 2021 survey. RV dealerships with 11 to 20 staff account for one-quarter (25%) of participants followed by those with 6 to 10 staff at 22%.

The average number of staff at participating RV dealerships is 24.4 while the median is 17.5.

On average, participants indicated that they planned to hire an additional 1.7 staff in the six weeks following the survey.

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Total Payroll in 2020

Size of Payroll Like the number of employees, there is a good mix of participants by size of payroll. As seen in Exhibit 2-3, the most common size of payroll in 2020 was between $250,000 and $499,999 at 24%. A further one in five (20%) reported a total payroll between $500,000 and $999,999.

The average total 2020 payroll among participating RV dealerships was $1.2 million while the median was $764,500.

We have a winner!

All survey participants were entered into a prize draw for a Premier Dealer Tie-In Program Membership , courtesy of Go RVing Canada.

The winner of the Go RVing Canada prize draw is Styling's RV !

Detailed Compensation Benchmarks for each position in each department There are two tables for each position. Each table provides benchmarks for a variety of breakdowns including total, gender, experience, employment status, number of staff (at the dealership) and region. Where data is available, additional benchmarks are also provided for each region.

The first table presents the mean (or average) compensation benchmarks for each position including average hourly, weekly and annual pay. For weekly and annual, benchmarks are presented for base compensation, bonus compensation and total compensation. The table also shows the average bonus as a percent of base compensation.

The second table presents hourly and weekly percentile (or quartile) benchmarks. Percentiles represent a value on a scale of 100 that indicates the percent of a distribution that is equal to or below it. For example, the 75th percentile is the compensation value at which 75% of employees earn that amount or less. Similarly, 25% earn more than the value.

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Detailed regional data is available for each position.

Dealers that participate in the compensation study received the 97-page comprehensive report.

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Dealing with a Difficult Customer

By Dave Kahle A difficult customer – someone who is angry or upset – can be one of the most challenging and rewarding encounters for most companies. If your people handle the situation well, you will often gain a long-term customer. Mishandle it, and you’ll watch the situation dissolve into lost business and upset people.

What guidelines can you provide your employees to help them cope with angry or difficult customers? Here are two: 1. RESPECT. It can be difficult to respect a person who may be yelling, swearing or behaving like a two-year-old. I’m not suggesting you respect the behavior, only that you respect the person. Keep in mind that 99 times out of 100 you are not the object of the customer’s anger. You are like a small tree in the path of a swirling tornado.

But unlike the small tree, you have the power to withstand the wind.

What is the source of your power? Unlike the customer, you are not angry, you are in control, and your only problem at the moment is helping him with his problem. If you step out of this positioning, and start reacting to the customer in an emotional way, you’ll lose control, you’ll lose your power, and the situation will be likely to escalate into a lose-lose for everyone. So, begin with a mindset that says, “No matter what, I will respect the customer.”

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2. LISTEN. You don’t try and cut him off, you don’t urge him to calm down. Not just yet. You listen and you listen carefully.

And as you listen, you begin to piece together his story. If someone is angry or upset, it is because that person feels injured in some way.

Your job is to let the customer vent and to listen attentively in order to understand the source of that frustration. When you do that, you send a powerful unspoken message.

You let the customer know by your listening and attentiveness that you care about him and his situation.

Often, as the customer comes to realize that you really do care and that you are going to attempt to help him resolve the problem, the customer will calm down on his own, and begin to interact with you in a positive way.

While these aren’t the only ways to deal with a difficult customer, these two strategies of respecting and listening to the customer will go a long way toward enabling your employees to deal effectively with one of the most challenging situations they’ll face.

Originally Published: https://www.davekahle.com/dealing-with-difficult-customers/ 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

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Please contact DT Tire's Regional Sales Department and make sure to get in touch with the right Territory Managers.

Riley Johnson - West (B.C.) #250-859-2177, Email rjohnson@dttire.ca Kyle Mackenzie - Prairie Provinces,# 587-334-3771, Email kmackenzie@dttire.ca Jim Shkut - Ontario,#(647) 220-2881, Email jshkut@atlastire.com, Alexandre Thimot - Quebec,# 514-207-8168, Email - athimot@dttire.ca Chris Gallant - Atlantic Provinces,# 506-875-4885, Email - cgallant@tirelink.ca

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Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the checkout counter. This offer is only available for in-store purchases..

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How to Navigate Hidden International Payment Processes

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Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the checkout counter. This offer is only available for in-store purchases..

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ONLINE DAMAGE REPAIR ESTIMATOR

The easy-to-navigate online system will help an RV service department to prepare consistent, data-supported,claim estimates for insurance companies and RV owners. Users will be able to create an accurate, itemized estimate using the software, while having the option to save all photos and supporting documents with the estimate using the ‘upload file’ feature.

Dealers can sign-up for a free, no-obligation, 30‐day trial of The Damage Repair Estimator On-Line by calling (440) 336-0703 or by sending an email to wrcamp1@aol.com. After the trial, a monthly subscription fee recurs automatically until cancelled.

RVDA of Canada # 145-11331 Coppersmith Way, Richmond, BC V7A 5J9 Phone (604) 718-6325 Fax (604) 204-0154

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The Mike Molino RV Learning Center (RVLC) is an affiliation of the Recreation Vehicle Dealers Association of America. RVLC offers technical publications, certification programs, online learning, and workshops, all

The RV Learning Center partnered with The Ohio State University’s Center for Education and Training for Employment have developed Certifications, Competency Profiles, and instructional materials in the following areas:  Service Manager 

Service Writer/Advisor



Warranty Administrator



Parts Manager



Parts Specialist

RVDA of Canada # 145-11331 Coppersmith Way, Richmond, BC V7A 5J9 Phone (604) 718-6325 Fax (604) 204-0154

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The new 12th edition of the RV Learning Center’s “Service Management Guide” (a flat rate manual) has been completely updated with more product and model times, plus management guidance that can helps ervice departments improve their daily operations.

The guide offers more than 100 pages of average work unit times for Deadline: August 31, 2020 the functions that RV technicians perform most often, along with check sheets that serve as references for service managers and technicians.

The SMG provides reasonable guidance on the time required for competent technicians to complete assigned tasks. It’s an important part of the service management system but isn’t intended to be the sole determinant of prices or rates charged.

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on hotel 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!

Exclusive discounts and offers for all your stay at Home and work from home needs including, Disney+ subscription, Showtime subscription, black Friday pricing for Acer, Dell, HP and lenovo, Beachbody on demand, audiobooks and much more! Access the program now through the RVDA of Canada member site .

Marks: Discounts (in-store) on select workwear As a member in the RVDA, you and your staff are eligible for a 10% discount on the numerous items listed on the member program card. To receive a 10% discount on select items that are available exclusively to RVDA members, please show your card at the check-out counter. This offer is only available for in-store purchases.

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News from RVDA

RVDA of Canada Mission Statement:

Newsletter Editorial Staff

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.

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 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.

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

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

Directors Jim Gorrie GNR Camping World

Ken Dobson Leisure Time Sales

WWW.BUYLOCALRV.CA

John Krohnert Platinum RV Sales

Kyle Kehoe Kehoe RV

Jonathan Stone Stone’s RV Center

Dean Goerzen Go RV

Marc Rémillard Centre du Camping Rémillard

Greg Nikkel NR Motors Ltd.

RVDA of Canada’s “BUY LOCAL” campaign promotes “Buy your RV close to home. It’s better in the long haul, to consumers.

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