June '17

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40 • RV PRO • June 2017 rv-pro.com D E A L E R S "We take an individual who has good problem-solving and interpersonal skills and bring them through professional develop- ment, teaching them to provide outstanding customer service." Longtime employee Heidi Thompson, vice president and general manager of Lichtsinn RV, began working at the deal- ership in 1994 for Lichtsinn's father. After finishing college she remained at the dealership and worked in a variety of roles. "We attribute our low turnover rates to hiring correctly in the first place. We are looking for an employee and team member who has the soft skills that are hard to train, such as work ethic, guest service and communication," Thompson says. "For us, we spend a lot of time on the front side making sure we're partnering up with the right person to ensure retention. We then provide continual training and professional develop- ment opportunities that help them grow in their career and create engagement." Having engaged and trained employees helps with sales and service. Each employee is developed to help a guest regardless of what coach they are interested in. Any consultant can help any guest with any kind of product. Employee Training is Key At Lichtsinn RV, employee education is paramount. "Education is what we hang our hat on," Thompson says. "We want to help RVers achieve the type of RVing and traveling they dream of. It's important to us within the purchase process to have educated consultants help customers achieve the right RV and their goals." At Lichtsinn RV, a sales consultant is assigned to help educate a guest throughout the entire purchasing process. Lichtsinn RV has a number of state-of-the art service bays in which to perform service work on customers' RVs, including specialized repairs on motorhomes. The dealership sells and services a variety of Winnebago Class A, B and C motorhomes. RVDA certified service technician Brad Buffington repairs a tire. The dealership's service techs are trained to tackle repair jobs big and small.

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