2023 June Newsletter - EN

Chairman’s Column

Dear members,

We have just shared the April 2023 retail shipment numbers and I’m sure you are not surprised to see that sales are down. Sales are down across all segments of product but particularly in the mid-range family units. On the bright side, campgrounds are reporting strong bookings for the year and traffic to the Go RVing Canada website is still very strong. There is still great interest in the RV industry.

Every June, the RV Industry Association (RVIA) holds its RV’s Move America week in Washington, DC. Their numerous committees meet, including the Canadian Coalition Committee, to review their strategic direction and ensure that they are meeting their members goals. Similar to when the RVDA of Canada is in Ottawa, this week culminates with their advocacy efforts on Capital Hill. It is impressive to see such industry unity coming together and working for the betterment of all.

The Canadian Coalition Committee is a great venue for our association to discuss cross border issues with our manufacturing partners. It is a great a forum for the cooperative discussion to address issues affecting all entities participating in the RV industry in Canada. This year’s topics included:

• ELD Requirement Update for RV Transportation Companies

• CMVSS Labeling required by the Motor Vehicle Safety Regulations (MVSR)

• Transport Canada Recalls

• Update on request to adopt the AAMVA’s policy position with CCMTA NVIS operations group

• RV Industry and EVs – Future Planning

• French translation - Owners Manuals and Labeling

• Environment and Climate Change Canada (ECCC) – Generators

Chairman’s Column

Earlier this month, we once again held RV Tech Week. Celebrated annually during the first week of June, RV Tech Week is designed to bring more awareness to the RV Service Technician trade and how a technician’s work enables more Canadians to enjoy the great outdoors in their RVs. We invited RV Service Technicians and Fixed Operation Team members to talk about the professional skills they have acquired and tell us about what inspires them to learn each day. I want to remind you that on page 23 of this issue, you will find a nomination form for the 2023 Canadian RV Dealer of the Year. I want to encourage you to think about making a nomination. If you know of a dealer who has shown great dedication to the RV industry and lifestyle, to their customers, employees and peers and has been committed to their community, then make sure you send in a nomination. And new this year, nominations will be valid for up to three years. The 2023 recipient will be honoured at our annual meeting at the RVDA Convention in Las Vegas.

Speaking of the RVDA Convention, it’s not too early to register. Convention details can be found at the following website: www.rvda.org/convention. We frequently post updates so make sure you check the site often. For example, did you know that VENDOR TRAINING +PLUS sessions are already scheduled for Tuesday Nov 7 – Thurs Nov 9th? These exhibitor-led workshops are designed to help dealerships increase profitability by staying current with the latest products and services available to them on the market. Vendor Training +Plus is an educational program presented by real organizations in the RV industry with practical, innovative ideas and solutions to help power up your business. I look forward to seeing you there.

Have a great summer everyone!

Josée Bédard, Board Chair RVDA of Canada

Canadian National RV Retail Statistics April 2023

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.

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

2022 Canadian RV Industry Annual Economic Review

The 2022 Canadian RV Industry Annual 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)

RVDAof Canada created the George Goodrick Emerging LeaderAward in 2021 in honour of the association's past chairman.

Due to George Goodrick’s tremendous contributions not only to the RVDAof Canada, but to the entire industry, the association wanted to recognize his continued dedication through a legacy award.

Goodrick was active with both theAtlantic RVDAand the RVDAof Canada. He first joined the RVDAof Canada board in 2008 as a director. Goodrick then went on to chair the national education and HR committee from 2010 to 2014. He also served as Treasurer, Vice Chairman, Chairman and Past Chairman of the RVDAof Canada.At the time of his passing, he was still serving as a director on the Canadian Camping and RV Council.

The Emerging LeaderAward will recognize and encourage early-career

professionals who have demonstrated exceptional commitment, passion and promise of leadership to the Canadian Recreation Vehicle industry.

This award is open to all personnel in the Canadian retail and wholesale recreation vehicle industry sector.

To be considered, individuals will need to meet the criteria of exceptional:

 Customer Service

 Impact

 Innovation

 Initiative

 Social Responsibility

The recipient of the George Goodrick Emerging LeaderAward will be recognized in front of industry peers at a Provincial or Regional RVDAevent.

Nominations are open until June 30, 2023.

8 reasons you’re losing your best employees

According to research by Global, happiness is a top factor motivating employees’ decisions – and that holds true whether they decide to stay or leave. Happy employees are more likely to feel they have a good cultural fit with their employer. They also have strong relationships with their direct manager and colleagues. If your organization is experiencing a faster than usual turnaround of employees, it might be time to take stock of your employer brand and see how you stack up against your competition in key areas. Below we’ve compiled a list of 8 common reasons employees pack up and leave.

1. bad management

It’s said that employees quit bosses, not companies. In fact, as many as one third of job seekers says that the reason they’re looking to leave their current job is because they dislike their manager, higher than any other single factor. Bad management can be draining and make an otherwise rewarding job seem like serving a prison sentence. Bad management can take many forms. From lack of leadership, to too much leadership (micromanaging), to belittling employees, to inappropriateness, bad bosses run the gamut, and they can all lead to employees wanting out.Abad manager can poison an otherwise productive, collaborative environment, so vet your leaders carefully, and ensure their management style meshes with your organization’s goals.

2. wrong company culture

Though company culture might seem like a minor thing, if the job is otherwise fulfilling, it can actually play an enormous role in how happy employees are at work. Full-time workers spend 8+ hours a day at work. That’s a lot of time to pour into any one institution; more than most of your other waking hours put together. Younger generations, in particular (yep, that’s Millennials) are prioritizing a work culture they believe in, sometimes even over their salary. If they don’t feel like they fit in with coworkers, or that the company’s values align with theirs, they’re likely to move on sooner rather than later. Be upfront about your company’s goals and values from the start. There’s no point in enticing a new employee to your organization, only for them to find out months down the road (after they’ve been trained) that the values promoted during their interview don’t really exist. They’re going to head for the exit either way.

3. lack of pride in the organization

We all want to feel proud of our work and feel like we’re contributing to something worthwhile. Think about how you would tell people about your first jobs. If you worked flipping burgers or stocking shelves at the grocery, you might have told people you worked in the ‘food industry’or ‘in retail’purposefully leaving out details you weren’t proud of. The same principle applies to full-time careers, too. Most people want to work for a company that they can proudly share with others. It’s a point of pride to work for an instantly recognizable company and say ‘I work forAmazon’or ‘I work for Facebook.

4. stress levels are off the charts

Stress is regularly cited as a contributor to a host of woes from trouble sleeping to obesity to heart conditions.At its worst, it can negatively impact your health and creep into other areas of your life. Let’s face it: no one likes being stressed.And wouldn’t you know it, work is the number one reason people cite for causing stress. Within that category some of the top stressors include: being unhappy in your job, having too heavy a workload, working long hours, having poor management, pressure to meet high expectations, the possibility of termination and facing harassment at work.As an employer, it’s up to you to provide a safe, inclusive environment where employees feel supported. Make sure work-life balance is a priority and that employees have a forum to voice their concerns without fear of retribution. Download our cracking the talent code guide to help you crack the code and decipher what benefits Canadians actually want from their employers, we did a deep dive into the benefits and perks that candidates can't say no to!

Download the guide

5. lack of fairness and respect

Nothing gets employees’blood boiling faster than feeling like they aren’t being treated fairly. No one’s denying that rules and a company hierarchy are necessary to keep the organization running smoothly. However, company rules should be applied consistently to all employees. That includes management.

Unless there’s a specifically outlined set of rules that apply to managers and other leaders, ensure everyone is treated the same, regardless of their role at the company. Making everyone play by the same rules, regardless of their status, builds respect and trust. ‘Do as I say, not as I do’leaders can breed contempt if their behaviour becomes a regular thing.Also make sure company expectations are clear and achievable, and take the time to listen to employees’opinions and feedback, even if it’s not always possible to implement it.

6. their work isn’t meaningful to them

Much like wanting to take pride in the organization they work for, most employees also want to be proud of the work they do. If they believe their work is unimportant or meaningless, they’re more likely to feel disconnected from it. When employees have a very niche role focused on one particular task, it can be especially challenging to see how their day-to-day work is making a difference. To counter this issue, ensure that employees understand how their work plays into larger company goals.

Regularly offer employees information and training to help them learn new skills, and ask them how they feel about their work.Also foster an environment where they feel they can be honest about challenges and discontentment they’re facing. If employees are punished for expressing their thoughts, you might not even know they were unhappy until their resignation letter crosses your desk.

7. lack of autonomy

We all like to think we have a hand in steering our career. Whether that means choosing the projects we work on, having authority to make work-related decisions, or influencing company goals, we want to be able to exert some level of control over our day to day work. Employees who are given a little slack to make decisions (and yes, occasionally mistakes!) are more likely to feel fulfilled in their work. They’re more likely to take ownership of their role and come up with new, innovative, boundary-pushing ways of approaching their tasks. Think of your management team as advisors who guide employees as they strive to produce their best work. Managers don’t need to exert control over every decision to be effective. In fact, if you have a strong team, they shouldn’t have to. Employees should be self-sufficient (they’re the specialist in their job after all) and turn to their manager for support when they need to overcome obstacles or to share ideas.

8. no opportunities to advance

At small companies or organizations where employees are segmented into very specialized roles, it can seem like there’s nowhere else for employees to go, even as they gain experience.As employees pick up skills, experience and become specialized, they tend to seek our opportunities to be promoted into senior or leadership roles. Companies that have strong internal promotion structures tend to lead to stronger teams and happier employees. Sometimes the type of work they’re doing can lead to employees feeling trapped, particularly if they find it’s not fulfilling or not helping them achieve their career goals. If your organization offers cross training, make it clear that there are other opportunities can be explored within the company, if their current role isn’t the right fit, long-term.

Are you finding that your organization is bleeding top performers? It’s time to turn inward and determine if your employer brand is conducive to producing (and retaining) high performers. Your people are at the heart of your brand. Make sure they have the tools and support they need to feel fulfilled at work, and you’ll have a stronger, happier, more productive team.

Download our cracking the talent code guide

To help you crack the code and decipher what benefits Canadians actually want from their employers, we did a deep dive into the benefits and perks that candidates can't say no to!

download the guide

Adapted from Randstad Workplace Insights

Dealing with a Difficult Customer

by Dave Kahle

Adifficult 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:

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.”

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 here: 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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RVDA MEMBER DISCOUNT PROGRAMS / BENEFITS

Discounts on select courier services worldwide

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.

Introducing member benefit from John Deere ! RVDA of Canada members are now eligible for an upgraded John Deere Rewards membership which unlocks extra discounts on equipment, parts and merchandise. Enroll today! It’s simple , fast & free. Check JohnDeere.ca/rvda

Marks: Discounts (in-store) on select workwear

As your current cards expired, we're offering you an easier way to shop! To receive the discounts, all you need to do is mention the RVDA of Canada account number at check-out. This offer is available at all Mark's stores across Canada. We're still working on extending the program to online purchases so stay tuned. Access the program now through the RVDA of Canada member site

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Exclusive discounts and offers for all your stay at Home and work from home needs including, Disney+ subscription,Showtime subscription, black Friday pricing for computers/laptops audiobooks and much more!

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

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CSAE has negotiated group shipping discounts of up to 55%* on Purolator Shipping Services.Service designed with you in mind! Whether it’s across town or across the country, you’ll get reliable, professional shipping that will satisfy and impress your customers. Access Program

RVDA of Canada

# 145-11331 Coppersmith Way, Richmond, BC V7A 5J9

Phone (604) 718-6325 Fax (604) 204-0154

RVDA OF CANADA ENDORSMENTS

Baseline Processing provides payment solutions and expertise to more than 1,000 merchants across North America including many RVDA of Canada members. Vancouver-based Baseline offers transparent pricing on an RVDA plan pricing that won’t change for the duration of our relationship.

Contact :Hugh Lalande (604) 606-7950) Website: www.baselineprocessing.com

TheCorpaybrandunifiesthedomesticU.S.paymentssolutions Comdata Corporate Payments,Nvoicepay,andRoger withtheir cross-borderpayment solutions,CambridgeGlobalPaymentsandAFEX,andofferscustomersthepowertomoreseamlessly connecttheirfinanceandAPdepartments.AspartofCorpay, Cambridge’smaingoalwill betocontinuetomeetourcustomerscross-border paymentsandcurrencyriskmanagementneeds.

Contact :BradLoderat416-646-6401Ext:2392

Website:http://cross-border.corpay.com/rvda-canada/

DT Tire and Atlas Tire Wholesale are prominent figures in Canada’s Independent tire distribution market. They offer services exclusively to dealers and with more than 25 warehouses across Canada, they are able to service a broad area and ensure several deliveries daily.

DT Tire and Atlas Tire Wholesale are committed to offering services tailored to their clients’ unique needs. They are an efficient provider with customized solutions.

Contact: Riley Johnson: (250) 859-2177

Website: http://dttire.ca

GROUP EMPLOYEE BENEFITS

Federated Insurance

Federated Insurance provides customizable Group Employee Benefit coverage. Contact:

Western Canada: Wayne Budge at 1-800-665-1934

Eastern Canada: Mauro Di Tullio at 1-800-361-0790

Website: www.federated.ca

PROPERTY& CASUALTYINSURANCE

Federated Insurance Companyof Canada providesdirect underwriting of Property and CasualtyInsurance for RV dealerships. In addition, the InventoryFloor Plan Advantageis available from FederatedInsurance for CommercialDistribution Finance (CDF) customers.

Website: www.federated.ca

RVDA OF CANADA ENDORSMENTS

CREDITORINSURANCE/WARRANTY/APPEARANCE PROTECTION /ANTI-THEFT

iA Dealer Services: F&I protection programs including, Creditor's Group Insurance (life, accident & sickness, involuntary unemployment, critical illness), Extended Warranty, Appearance Protection and Theft Deterrent System. An array of dynamic and RV specific F&I training webinars to support your business office.

To find out more about iA Dealer Services or to become an iA Dealer Services dealer partner, contact us today. 1 855 725-6584 info.iads@ia.ca

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RVDA/Spader20Groups,managedbytheSpaderCompanies,helpdealersimprove managementskills,learnbestpracticesand applythemtoyourdealershipwhileutilizingdetailed proprietaryreportsandhardintelligenceongroupandindustrytrends.

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Wells Fargo Commercial Distribution Finance (CDF) is a global inventory financing solutions provider with more than 45 years of expertise in the RV industry. Wells Fargo CDF delivers inventory financing solutions, service, and intelligence through in-depth expertise and a commitment to customers.

Contact: Ed Ristau Tel: (204)255-5965; Cell: (204) 430-6410; Website: www.wellsfargo.com/cdf

It’s Time for Service Writer / Advisor

Service writer/advisor online training available through the Mike Molino RV Learning Center.

Developed by RV industry service management experts, the online course is divided into training modules covering a variety of topics including managing appointments and workflow, generating additional revenue, and enhancing communication with customers.

Fully interactive and easy to navigate, the course is an ideal way to jump start the knowledge base of new employees or provide a refresher for more experienced fixed operations professionals. Modules reinforce the customer service skill sets service writers/advisors are required to perform every day. The course concludes with a comprehensive final assessment to test knowledge and skills learned in the course. The course is excellent preparation for the RV Learning Center’s Service Writer/Advisor Certification Test, which is separate from the online training program.

More New Online Courses

The Mike Molino RV Learning Center continues to add to its curriculum online courses designed to help dealers and fixed operations meet the needs of a new generation of customers.

 The Parts Specialist online course

 Parts Manager Online Course

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

 WarrantyAdministrator

 Parts Manager

 Parts Specialist

News from RVDA 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

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.

WWW.BUYLOCALRV.CA

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.

RVDAof 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.

Board of Directors Executive Committee

Chairman, Josée Bédard Roulottes Chaudière Lévis, Quebec

Vice-Chairman, Dale Hopkins RV City Morinville, AB

Treasurer, Jim Gorrie Classic Trailer Sales Ltd. Headingley, MB

Past Chairman, Gord Bragg

Hub City RV Lantzville, BC

Directors

John Krohnert

Ken Dobson Platinum RV Sales Leisure Time Sales

Jonathan Stone

Kyle Kehoe Stone’s RV Center Kehoe RV

Marc Rémillard

Peter Schmucker Centre du Camping Rémillard Fraserway RV (Lacombe)

Ward Fraser

Travis Bromley Voyager R.V.Centre Ltd. Transcona Trailer Sales