March '17

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34 • RV PRO • March 2017 rv-pro.com D E A L E R S egories like integrity, teamwork, quality and others," Citte says. "We have a catered luncheon, recognizing the winners and giving them gift certificates and a plaque with their name on it. "Some people may think it's a small thing, but we've had some employees say they've never had any acknowledgement for their work (at past employers)," he adds. "And every year we take all the employees on a trip to the casino in Wendover, Nev., and pay for lodging and food for the weekend. We also do things like Christmas parties and birthday celebrations. We don't let those personal things fall through the cracks, because that's what families do." Turning Culture into Growth Even the best company culture means little if it doesn't trans- late into a sustainable business over time. To that end, the team at Ray Citte RV – which now includes Citte's two sons, Trent Citte and Blake Citte, as well as other family members including Marketing Director Chad Citte – strives to extend its internal dealership culture to include its customers and partners as well. As part of that strategy, the dealership provides customers with loaner vehicles while their RVs are being repaired or having accessories installed. The dealership also strives to be price com- petitive, even matching online prices on key items that will serve as loss leaders to get customers through the door. Taking things further, the dealership organizes the Ride Away With Ray program, which the dealership has operated The Ray Citte RV service team poses for a group photo in the dealership's 20,000-square-foot, 12-bay service center. The service department features a full-sized hydraulic hoist capable of lifting more than 30,000 pounds, and the dealership's technicians can tackle nearly any job. Service technician Michael Stevens checks the roof of a Forest River Wildwood for possible damage.

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