September '15

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20 • RV PRO • SEPTEMBER 2015 rv-pro.com of any unit the dealership offers in three clicks from the homepage. He's particularly proud of the 360-degree views available in each unit, something still not common on sites among smaller dealers. "People are getting a lot of their shop- ping done prior to showing up. The Internet is arming people with good infor- mation and bad information, too, but the one thing I am confident for the future of this business is that this probably still won't turn into like an auto-style online buying experience because customers – whether they know it or not – still need a pro," he says. "There's so many product segments with so many players in each segment it's near impossible for a customer to fully vet himself out exactly what he wants, needs and desires without somebody to help guide him." Big Sky even got together with Jayco and its Starcraft subsidiary to create a semi- custom unit: The Jay Flight SLX Baja Edi- tion, which Frederickson says is getting people into RVs who've never owned any- thing grander than a tent. "It's a lifted single-axle trailer that's entry-level priced, but with the full-foil insulation package and enclosed under- belly and extra water," he says. "It's a great price point." The lightweight stick-and-tin units – made in Idaho for Western U.S. markets – may seem modest, but Big Sky has been selling 100 of the attractive and sporty trailers a year, or about 13 percent of the dealership's 780-unit sales total for 2014. The Baja Editions are just another way Frederickson is trying to keep his cus- tomers happy. "My goal here is to have the best possible customer service and ownership experience because I feel like that's the way forward," he says. "It's really tempting, when business is this good, to lose sight of the customer because the demand is so great. You don't feel like you need to focus on that process. I'm going to avoid that pitfall this time around because I feel like that's going to ensure the success and the future even in an impending slowdown." The Billings, Mont., outlet store for Big Sky RV (pictured at top) has proven a winner for the dealership since opening in 2014. Store General Manager Chad Osborne (above) oversees a staff of six at the location.

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