September '14

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rv-pro.com SEPTEMBER 2014 • RV PRO • 17 Today, about 90 percent of ree Way Campers' RVs are towables and 10 per- cent are motorized. New RVs account for 70 percent of total sales, with 30 percent pre-owned. Customer Service Ensures Repeat Business Even having the right inventory in stock is no guarantee of generating repeat business. at's why the brothers say they continue the family legacy of focusing on service. "We've got people who say, 'My grand- parents bought from y'all; my parents bought from y'all,'" David Porter says. "We see it on a regular basis. We get a customer, we want to keep that customer. ey've always had good service and they've been treated right, so they come back. We're fortunate that we're able to retain our cus- tomer base. A lot of it is repeat business and second- and third-generation business." Part of the secret is staff longevity, the brothers say. For example, General Man- ager Paxton Hamby has been with ree Way for 36 years – he was Jeff Porter's first boss – and many of the company's 33 employees have more than two decades of service. A strong focus on RV service and having a large selection of RV parts is also inte- gral to the success of the business, and the brothers say it's one area of the business that they have greatly expanded upon in recent years. Thanks to a building expansion, the dealership now has 13 service bays that are equipped with two automobile lifts and a motorhome lift. e dealership employs 10 experienced technicians who are capable of doing nearly any type of work including body repair, plus two service writers and a warranty manager. Meanwhile, the 3,000-square-foot parts and accessories showroom is fully stocked, including offering many hard-to-find parts, and three full-time parts specialists man the parts department. Other services offered for customers include an area for filling LP tanks, a dump station for holding tanks, and large open space on the dealership lot where RVs can be kept in storage. (Currently, more than 200 units are kept in storage for customers.) Although ree Way attracts some cus- tomers from out of state, it concentrates on the north Georgia market. "Customers need to be able to get back to the dealer they purchased from," Jeff Porter says. "When they have questions, they can go back to the dealership that sold them the unit. So many in our industry now are trying to sell nationwide." e conservative approach is a family tradition instilled by their father and their continued from page 16 Three Way Campers turnoverball.com On your next Patriot 16K order make sure to request the base already welded together. This means you won't have to bolt the base together during installation. We make it our goal to support our dealers through our product design. RAILS. The updated Patriot 16K 5th wheel hitch ... for faster installs.

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