June '16

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34 • RV PRO • JUNE 2016 rv-pro.com McGhee, who previously sold cars and trucks before going to work for Fun Time RV in 2005, also changed how customers drop off their units. A large stop sign outside the office housing his service advisors tells customers to unhitch at that spot. McGhee's shop team then takes units to numbered stalls before they enter a service bay. Once repairs are complete, readied units return to those stalls; customers don't need to drive to the shop itself. "Five years from now, it'll be five times bigger," he says. "We'll hopefully have a paint booth in it and we'll be able to do bodywork by that time. We're going to go all the way and at some point, Camptown Outfitters (my parts store), may get moved over there and the PDI department may be moved over there, too. This loca- tion may become all sales. We're growing and we're just trying to figure out the best way to grow it." Keeping Sales & Service Separate McGhee's goal is to keep service and sales separated, especially at his flagship site in Cleburne. Fun Town does such a land rush business there – selling anywhere from 300 to 400 units a month, he says, there's hardly room to move down the halls on weekends. That's just for his new inventory, which makes up about 75 percent of Fun Town's sales; there's a lot devoted to used inventory across the street and a third site for older units in another part of Cleburne. Part of the reason he's revamped his shop to handle more busi- ness is because he hears from customers the "didn't buy it here" mentality is still prevalent among other dealers. "Service shouldn't be tied to sales. You shouldn't have had to buy an RV from me to get good customer service or for me to be your parts retailer," he says. "That's what we're trying to do over there. We want that service business to thrive by taking care of our customers as well as generate customers for itself." McGhee says turning down service work due to where an RV was purchased is incomprehensible. Considering 20 percent of the state's towable sales come from Fun Town stores, it's also a good way for his competitors to lose money. "Right now, we probably have a waiting list of 100 customers waiting to get into the service department," he says. "We were 100 trailers out the day we opened the door. That's not counting all the ones we had on the ground over here that we had to finish up." On the software side, McGhee has been working with dealer management software firm Sys2K on a mobile App so service staff can write tickets on tablets. The tickets will immediately go into Fun Town's CRM system and even be capable of attaching images to tickets to show damage or part details. "This is a very, very expensive upgrade. I'm going to have to buy a lot of licenses and a lot of training is going into it. I had Sys2K down for a week training my core group of trainers here at the store," he says. "We're going to try to go as paperless as pos- sible and get rid of the redundancies." He places great emphasis on his shop's customer service staff and believes they – not technicians – should be dealing with customers. "That's why a service advisor is one of the hardest positions This aerial photo shows Fun Town's flagship dealership in Cleburne, Texas, near Dallas-Fort Worth. The dealership has seven stores in Texas and one in Oklahoma and it continues to look for expansion opportunities. Fun Town promotes itself as the No. 1 towable dealership in America. The dealership expects to sell 10,000 RVs this year, primarily Forest River products. DEALER PROFILE

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