April '14

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rv-pro.com April 2014 • RV PRo • 79 The 10 'Deadly Sins' of RV RenTalS 10. Undermining your pricing strength or integrity by unprofitable discounting 9. Saying "No" to a customer 8. Late replies to or ignoring phone calls or emails 7. Exaggerating about anything. It is poison to your reputation 6. Confusing low price as a compelling offer (they are contradicting concepts) 5. Underestimating what the customer really wants. Don't be afraid to ask them. 4. Lowering your price without getting something in return 3. "Wet Blanket Syndrome": i.e., making it too complicated to work with you 2. Speaking "RVese" with your customer 1. Caring more about the RV than the customer's trip List provided courtesy of MBA's Rental School He noted that his business offers customers the opportunity to rent a plethora of items to enhance their RVing experience, including a portable generator, a bike rack, camp chairs, cots, a portable satellite dish, a GPS device, a portable safe, a popcorn popper, an Xbox gaming system, and even a telescope. In many cases, his business already owns those items, but in some cases, like with telescopes, he will rent them from a third party if the customers want them and are willing to pay for them. It's all about providing customers with "whatever helps them have a great experience," he said, adding that he'll also buy food items such as Omaha Steaks for customers upon request. Additionally, Onken said he provides package deals for cus- tomers, such as a "campers' kit" that contains outdoor cooking items and camping gear, a "romance package" that includes bedding and other items, and a "Lux package" that includes a down comforter, a Keurig coffee maker, stainless silver wear and ceramic plates. Why Not Rent Towables? In one of his presentations, Krenek spoke at length about the value of offering towables as rentals, which he said is the fastest- growing segment of the rentals market. In the past few years, travel trailer policies issued by MBA Insurance have outpaced the growth in motorhome policies by a huge margin, he said. Additionally, he noted that in the case of his business, towable trips have increased by 300 percent since he first began offering towable RVs to rent 14 years ago. Towable units don't tend to depreciate as fast as motorized, they don't tend to require as maintenance, and the cost for insurance and expenses for towables is lower, according to Krenek. Addi- Replace Broken, Worn Out Fender Skirts Replace Broken, Worn Out Fender Skirts Selecting Your Fender Skirt - Easy As 1-2-3 Selecting Your Fender Skirt - Easy As 1-2-3 Over 300 unique fenders in stock! www.IconDirect.com 1-888-362-4266 94-0349 HG-712 HitchGrip_MagAd1.4.pdf 1 2/21/14 4:06 PM RVPApr.indd 79 3/19/14 2:31 PM

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