RV News Feb 2022 by ⌘ ⇧ ⌥

RV News The Voice of the RV Industry

February 2022

California On My Mind +

Regional Distributor Show Sets Sales Record . . . . . . . . . . 10 RV/MH Hall of Fame Inducts 2022 Class . . . . . . . . . . . . . . . 18

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Supplier Offers Stability . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Chemists Design Formulas for Aftermarket Success . . . . 60 2/2/22 11:08 AM

Products You Need Service You Trust Warranty Fulfillment Business Development Opportunities: Overlanding • Marine • eBikes

We know you’re busy. The phones are ringing, there are customers in the service bay and parts to be ordered. Count on NTP-STAG with the inventory, service and resources to simplify the business of doing business.

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Contents VOL 46, ISSUE 2 | FEBRUARY 2022

TOP STORY

46 California on My Mind 46 DEALER PROFILE

Richardson’s RV Centers in California expanded quickly in the past five years. The dealership grew from three to six locations and plans a seventh to open in April.

INSIDE

10 Up Close and Personal

Regional distributor Northern Wholesale Supply reported record sales from its 35th annual RV Supershow in December.

10 AFTERMARKET DISTRIBUTOR SHOW

16 Distributor Expanding Capacity

A new warehouse opening in the spring will enable Northern Wholesale Supply to add inventory and capacity, the distributor stated.

18 Celebrating the 2022 RV/MH Hall of Fame Class 18 RV/MH HALL OF FAME

Ten legends representing RV dealers, manufacturers and suppliers, as well as manufactured housing builders and finance executives, have been selected to join the Hall of Fame.

54 Steady as She Goes

A new aftermarket steering stabilizer provides a dramatic improvement in motorhome handling, control and steering comfort, supplier executives said.

AFTERMARKET SUPPLIER

T 4

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Departments

RV News The Voice of the RV Industry 685 S. Arthur Ave., Unit 6 Louisville, Colorado 80027 (720) 353-4003 rvnews.com PUBLISHER

Dana Nelsen dana@rvnews.com (720) 353-4003 Ext. 7889 EDITOR IN CHIEF

Chris Freeman

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Heather Willard news@rvnews.com (720) 353-4003 Ext. 1065

72 THE BEST OF

60 AFTERMARKET SUPPLIER

ADVERTISING ACCOUNT EXECUTIVE

Ben Dupre

ben@rvnews.com (720) 353-4003 Ext. 1062

60 A Creative Citrus Twist

Walex may release as many as four new products in 2022 as chemists at the supplier work to find formulas for success.

ART DIRECTOR

Jim Nissen

adproduction@rvnews.com (720) 353-4003 Ext. 1063

72 The Best Of: Freshwater & Sanitation

Freshwater and sanitation aftermarket suppliers’ best products are highlighted here. UPCOMING TBO CATEGORIES:

MARCH Hitches & Towing APRIL Summer Camping Accessories MAY Jacks, Lifts, Leveling & Ride Control

CIRCULATION & SUBSCRIPTIONS

Dana Nelsen

CONTRIBUTING WRITERS

Diane Bishop, Val Byrd, Don Miller, Shawn Moran, Juliette Rule Subscription requests, address changes should be sent to dana@rvnews.com. Send letters to the editor and feedback on the publication or website to chris@rvnews.com.

RV News magazine ISSN 0193-2888 is a trademark and copyright of DRN Media Inc., 685 S. Arthur Ave., Unit 6, Louisville, Colorado 80027.

IN EVERY ISSUE

ADVICE

Letter from the Editor . . . . . . . 8 Advertiser Index . . . . . . . . . . . 80

The Reason for High RV Repair Event Cycle Times . . . . . . . . . . . . 66 Would I Spend $100,000 with Myself Today? . . . . . . . . . . 68

RV News The Voice of the RV Industry

February 2022

Spring Brings New Opportunities . . . . . . . . . . . . . . . 70

www.rvnews.com 2022 DRN Media Inc. All printed rights are reserved. RV News magazine is published monthly by DRN Media Inc. 685 S. Arthur Ave., Unit 6, Louisville, Colorado 80027 (720) 353-4003. ©

POSTMASTER: Please send address changes to DRN Media Inc. 685 S. Arthur Ave., Unit 6, Louisville, Colorado 80027. Any and all items submitted to RV News magazine become the sole property of DRN Media Inc. Submitted items and any and all content within RV News magazine or on its website cannot be reproduced, republished or reprinted unless written consent from the publisher is given. Advertisers and/or their agencies assume all liability jointly and severally for advertisements that appear in the printed and online editions of RV News magazine. Editorial content, including columnists and opinion articles do not necessarily represent perspectives or opinions of RV News magazine, DRN Media Inc., or its staff, owners or principles.

ON THE COVER

California On My Mind +

. . . . . . . . . 10 Regional Distributor Show Sets Sales Record . . . . . . . . . . 18 RV/MH Hall of Fame Inducts 2022 Class . . . . . .

. . . . . . . . . 54 Supplier Offers Stability . . . . . . . . . . . . . . . . . . . . . . 60 Chemists Design Formulas for Aftermarket Success

Richardson’s RV Centers’ Noah Brewster is the corporate general manager of the southern California dealership.

RV News is published by DRN Media Inc.

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Letter > FROM THE EDITOR

y friends and I grew up in a suburban area just beginning to experience development. As such, there were numerous empty lots and just started houses to explore when I was young. Adventure was a mere construction site away. Exploring these areas at night after the construction workers had called it quits was exciting. Being the nightly adventure’s point person, though, carried some hazards in our young minds. To ensure the same person did not always bear the bulk of the risk, we drew straws to decide who would lead each night. We referred to the short straw winner as our “canary in the coal mine.” Until the 1980s, canaries were used by the mining industry, specifically coal mines, because their feeble constitution made it so they would die long before a human being would suffer from the same unseen dangers. Our exploration point person was our “canary.” Usually, nothing happened, but we were thoughtfully prepared either way. I bring this up because starting in early 2021, I felt a little like the RV industry’s canary. RV News’ staff were one of the first ones in 2021 to hit the road and travel for business again. Travel Observations

Like exploring those childhood construction sites, traveling to industry events was exciting. Would the unseen and unknown cause casualties? What would we see when we arrived? Last year began with an attitude of high adventure. 8

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Chris Freeman

We traveled to Florida in January for the NTP-Stag show, Elkhart, Indiana for the Elkhart Extravaganza, Las Vegas to attend the RVDA Convention/Expo, followed by trips to the Keller Marine & RV and the Northern Wholesale Supply distribut ion shows… just to name a few. As the year concluded, I am happy to report 2021 was no coal mine. There were no cave-ins and no dead birds. Last year was a cherry topping five years of growth and success for the RV industry. I believe our 2021 travels and what we experienced are indicative that 2022 will be more of the same and will likely be even better. The RVDA convention focused heavily on marketing and sales education. With so many dealerships expecting a transition toward normal business, presenters placed a premium on reinforcing marketing and pre-pandemic sales tactics. If RVDA is any indication, it is a strong sign 2022 will match or exceed 2021. We saw similar signs at the recent distributors’ shows. Representatives from Keller Marine & RV and Northern Wholesale Supply said the events were among the best in their histories. Keller said dealer/retail store attendance topped 300 people, with 120 vendors on hand. Northern Wholesale Supply said show attendance rose 20% over its last in-person event in 2019. The distributor reported show sales nearly doubling from the previous year, with 117 vendors/exhibitors on hand.

Signs to Follow

The distributors’ show numbers are notable because they are leading indicators of national business optimism. Soaring orders foretell business conditions for suppliers. Although retail store representatives were cautious to avoid getting caught with too little parts inventory, distributor representatives said attendees did not appear to be over-ordering. Distributors and retailers expect continuing business growth in 2022. I agree with them. Arrow Distributing and NTP-Stag’s events are just around the corner as I write this. We will see if elevated orders seen at the end of 2021 carry over to the beginning of 2022. Confidence throughout the industry regarding 2022 is apparent. Throughout 2021, many speculated demand would ease by mid-2022. Restocking inventory would occur in the fall of 2022. Instead, there is consensus around strong demand continuing into late 2022. Are you prepared? If not, take another look at the healthy, happy canaries and get to work. We certainly are. Th anks for reading,

Chris Freeman Chris Freeman Editor in Chief

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Feature > NORTHERN WHOLESALE SUPPLY SUPERSHOW

Up Close and Personal

Northern Wholesale Supply’s 20-person staff hosted the 35th annual RV Supershow at Treasure Island Resort & Casino in Welch, Minnesota.

Northern Wholesale Supply show attendees get hands-on with new products at the distributor’s largest show yet. By RV News Staff

orthern Wholesale Supply’s aftermarket distributor show went 23 months without live in-person interaction. Dean Kruchten, Northern Wholesale Supply sales and marketing director, said the absence created a bigger impact on the company’s recent December 2021 show than many expected. Dealer/retail store attendees visiting the Welch, Minnesota, 2021 show increased 20% over 2019’s last in-person event, Kruchten said. The December show resulted in the most aftermarket sales revenue in the show’s

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history, he said. Sales totals doubled over 2019’s sales numbers. Exhibitors packed the show floor as well. With 12 new exhibitors coming on board, 117 exhibitors dominated the event space.

Nothing is sweeter than being belly to belly with the customers.” – Mark Boessler

After 2020’s virtual-only gathering, returning to an in-person show sharpened the distributor’s focus on what the gala should include, Kruchten said. Northern Wholesale prioritized interaction between attendees and exhibitors beyond the traditional show hours in less-formal atmospheres. “Feedback from the show highlights how critical it is for dealers to be able to connect with the suppliers in a format like this,” he said. “It gives suppliers a voice all the way through the channel. That gets missed a little bit. It’s critical for both sides of the channel.” rvnews.com

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Increased industry demand drove some of the show’s growth, Kruchten said. He also attributed some growth to enhanced virtual integration with the live event. For the first time, the distributor combined virtual show aspects with the in-person show. Dealer/retail store attendees accessed the distributor’s online portal a month before the live show to see which aftermarket products would be displayed on-site, including new offerings. “We are using the portal in advance,” he said, adding that staff worked with attendees to ease their comfort scouting out products online before the in-person gathering. “That gives attendees a way to be more thoughtful about how they place their orders. This is the first time we have simultaneously been an in-person and virtual show. It sounds so easy when you sit in the meeting room and say, ‘Hey, we’re going to do both of these.’ It was not so easy.” The show brought new exhibitors and dealer/retail store attendees together. Kruchten said new suppliers have helped Northern Wholesale Supply expand its product breadth for the coming season. Dealer/retail store attendees, new and old, were positive about the event, he said. One concern, however, was future supply-chain statuses and fulfillment rates. “Th at is certainly a theme as I’ve talked to dealers,” Kruchten said. “Suppliers are all really optimistic they can meet the demand. If all of us in the channel communicate clearly what the demand will be, together we can do a much better job than we have in the past.” Kruchten said among the positive comments attendees shared with him was an appreciation for the opportunity to interact hands-on with products and supplier sales representatives. “This is such a tactile industry. Touching and feeling what’s new is important,” he said. “We can do Zoom calls, but we are a hands-on group in this industry.” rvnews.com

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After a virtual-only show in 2020, exhibitors met buyers face-to-face Dec. 8-9, 2021.

(R) Joe Skuse of JR Products answers an attendee’s product question.

Attendees prepare for Airxcel’s educational session to begin. Dicor and Coleman-Mach products were spotlighted in the session. February 2022 | RV News

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Feature > NORTHERN WHOLESALE SUPPLY SUPERSHOW Education at the Front

The event began with vendor educational sessions on Dec. 8. Classes started at 8 a.m. and ran until 4:30 p.m., with a lunch break. Companies such as Arterra Distribution, Demco Products, King, LaSalle Bristol, Marshall Excelsior, Stromberg Carlson and Winegard discussed new products and merchandising offerings dealers could view when the show floor opened. The biggest crowd packed into the Lippert seminar. As attendees struggled to find an open seat, Mark Boessler, Lippert’s senior vice president aftermarket, and his sales team discussed Lippert and Furrion products (a separate session on Curt products followed). The staff highlighted Furrion air conditioners and Lippert steps, screen doors and awnings, among other products. Speakers noted how new merchandising displays were available with qualifying product purchases. “We want to be able to aid the brick-and-mortar store,” Boessler said after the presentation. “Being able to showcase and show all the availability of the merchandise we have is really important.” Brett Motheral, director of aftermarket sales at Dicor Products, spoke during Airxcel’s session. His presentation before the large crowd began by reviewing new displays for Dicor’s cleaning product line and roofing solutions. The presentation covered Coleman-Mach’s climate control products and SoftStart air conditioner technology as well. “We are best when we are in front of people,” Motheral said. “Every single person in this room is tired of a Zoom or a Microsoft meeting. I could talk about SoftStart virtually for a half hour, but you have no human interaction or feedback. There is nothing better than being able to answer questions live and gauging reactions to answers given.” At distributor events last year, Airxcel representatives were grilled about air conditioner availability. This year, Airxcel and other suppliers faced questions about future product 12

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availability and lead times. Motheral was also asked whether Thor’s Airxcel purchase would impact non-Thor manufacturers; he said it would not. In his experience over the years, Motheral said the key to answering tough questions is simply to tell the truth. “Set the dealer’s expectations with solid information so they match up to the consumer’s expectations,” he said. “The dealer needs to be able to tell that consumer what is going on.” Extra Staff on Hand

On the first day of the event, Greeneway RV dealer owner Mick Ferkey brought additional staff to learn about vendors’ new products.

We have someone looking at this from a retail side, sales side and repair side. We did some ordering ahead of time and got a good deal.” – Denise Melbie

“You have to empower people to do their jobs,” Ferkey said. “You have to give them the tools they need to succeed, and attending this show is one aspect of doing that for my staff.” Jesse Kizewski, a service tech at Greeneway RV, attended both days and said the first day’s classes were extremely helpful. He cited a session from Arterra Distribution/WFCO about auto-detect software that enables converters to automatically adjust the charging profile between lead-acid and lithium-ion batteries. “Hearing how that works, that was one of the items we wanted,” Kizewski said. “We have had issues getting different converters for each battery, so this should streamline the process for us.” Kruchten said parts and service managers drive retail/service product

selection. He said parts and service managers choose aftermarket products they are comfortable installing and working with, and which follow trends Northern Wholesale sees developing. “I think that’s truly the benefit of being local. We aren’t trying to draw everybody to Vegas. When they come here, they can bring a few people,” Kruchten said. “It is why our classes are so well attended. The dealers who came for the coursework today may have just come for the day, and dealers may have different people come on the second day.” Down to Work

Attendees initially walked the show floor during a Dec. 8 evening reception. Many then began placing purchase orders at 8 a.m. on Dec. 9. Tablets were available to facilitate electronic ordering. The tablets synced up to the online portals attendees used to prepare their pre-show order at their dealerships. Patten Custom RV in Princeton, Minnesota, sent three people to the show. Tyler and Mike Patten joined owner Denise Melbie. Each brought oversight of different departments to Northern Wholesale’s show. “We have someone looking at this from a retail side, sales side and repair side,” Melbie said. “We did some ordering ahead of time and got a good deal.” For Tyler Patten, being able to return in person was a big boost. “I love to touch and feel the products again,” he said. “I’m very happy we’re able to be here.” Mike Patten found the booth with squeeze door locks the dealership purchased. He said he liked seeing up close the way the locks functioned before initially purchasing them. Had he only seen them online, he would not have bought them, he said. Other dealers looked to secure inventory before the rapidly approaching peak RV selling season. Ferkey said he ordered more parts now to avoid being short on critical items later if he did not order. He cited slide toppers and hitches as future necessary items he ordered in abundance at the show. rvnews.com

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Feature > NORTHERN WHOLESALE SUPPLY SUPERSHOW

(L) Mark Boessler, Lippert’s senior vice president aftermarket, and his sales team led an educational session on Lippert and Furrion products and merchandising. “We had a time where Equal-i-zer hitches were hard to get anywhere, and that was an item we were desperate for,” he said. “So, I want to make sure we have plenty before we leave.”

Northern Wholesale Supply’s show offered attendees electronic on-site ordering. Representatives from Image One Technologies’ TradeWYZ Order Management were on hand to assist attendees with electronic ordering.

This is the first time we have simultaneously been an in-person and virtual show. It sounds so easy when you sit in the meeting room and say, ‘Hey, we’re going to do both of these.’ It was not so easy.” – Dean Kruchten

A total of 117 exhibitors had booths at the Northern Wholesale Supply distributor show. 14

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Surge protectors were another vital product. Ferkey told a story about a customer whose $20,000 RV was rendered useless after being hit by lightning because the consumer did not have surge protection. A $400 surge protector, Ferkey said, could have saved the RV and saved the dealership from buying the nonworking RV back from the consumer. “The sales staff showed us what the surge protectors can do and how we can have an 80% close rate when pitching them,” he said. “That one change saved us thousands of dollars, and has rvnews.com

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made us thousands of dollars, too.” The show experience was just as impressionable for first-time attendees. Brian Hameiser, a service technician at Hilltop Camper and RV in Rochester, Minnesota, started his new job the week of the show. His first day at Hilltop was Monday and by Wednesday, he was at the Northern Wholesale Supply event. “It is a great experience getting to meet people like this,” he said. Hameiser got the job after a friend’s referral brought him to Hilltop. He said he was struck by the friendliness evident among attendees, exhibitors and staff. “Every time someone looks up, they see someone they recognize and go over to talk,” Hameiser said. “Everybody knows everybody here.”

Attendees participated in Northern Wholesale Supply’s traditional poker room reception to end the show.

Reflections

Boessler said the opportunity to discuss the challenges and opportunities of current market conditions with customers up close was wildly valuable. “Nothing is sweeter than being belly to belly with the customers,” he said. “For us, it is not only the customer relationships we forge but really being able to discuss the investments we are trying to make for their stores and to make their stores the destination for their customers.” As the event concluded with its traditional poker room reception, Kruchten said he was personally grateful to be able to conduct the event and see customers again. He said the distributor’s 20-person team deserved credit for the event’s success. “The team that puts this together executed flawlessly,” he said. “My team stepped up. Everything this year was orchestrated. It is a lot of long hours and hard work by everybody. They came in every day with smiles on their face. I think tomorrow morning, they are going to have their biggest smile of all because they get a little break along the way.” Motheral said he was thankful to finally return to greeting customers in person. “I’ve been doing shows for 30-some years; it’s what I have known all my life,” he said. “The last two years have sucked, and you can print that.” rvnews.com

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Twelve new exhibitors were among the 117 at the show.

Dealer/retail store attendees talked with exhibitors during a ﬁrst-day reception on the exhibitor floor. Dealer/retail store attendees increased 20% over Northern Wholesale Supply’s last in-person show. February 2022 | RV News

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Feature > AFTERMARKET DISTRIBUTOR

Distributor Expanding Capacity

An artist’s rendition of Northern Wholesale Supply’s 110,000-square-foot warehouse. The warehouse is opening this spring.

Northern Wholesale Supply adds a 110,000-square-foot warehouse in 2022 to get more products to dealers more quickly. By RV News Staff

orthern Wholesale Supply entered growth mode in 2022. On the heels of its 35th annual RV Super Show in Welch, Minnesota, the regional distributor is opening an additional 110,000-square-foot warehouse within a mile of its current facility. The distributor is adding inventory and capacity to meet dealers’ increasing need for products, said Dean Kruchten, company director of sales and

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marketing. In addition to securing more total products, Northern Wholesale is adding more variety to increase the depth of its inventory, he said. “We are laser focused on providing the best fill rate we can,” Kruchten said. Operations in the new plant begin soon, with shipping from the warehouse scheduled to start in April. At that time, Northern Wholesale Supply will operate from three facilities, but Kruchten said the two main

warehouses’ proximity will provide additional outbound capacity. “Our customers are excited,” he said. “The speed and efficiency in which we can pick and get orders to them is one of the biggest wins for us. Most important is that added inventory. We were bursting at the seams.” Soaring demand and supply-chain constraints proved challenging in 2021. To meet the headwinds, Northern Wholesale implemented a new demand rvnews.com

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planning system and software to prioritize deliveries. The company also invested by adding purchasing staff and logistics personnel. The products the distributor manages are primarily from domestic suppliers, leading the company to invest in its outbound logistics more heavily than the inbound side. Investments were made to improve lead times, Kruchten said, as well as boost inventory levels. “Our true logistics improvements have been outbound and in our outbound deliveries. That’s where we’ve focused on getting more efficient,” he said. The changes will increase routes and deliveries to dealers as well as delivery capacity on each route. Due to finite truck space, Kruchten said expanding capacity will mean hiring more drivers, even as driver shortages make the process more challenging.

We are laser focused on providing the best fill rate we can.”

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– Dean Kruchten

“Truly, some of the most critical positions in our company are the drivers,” he said. “They are acting and working with our customers every day of the week. They are in talking with them. They really are the face of Northern Wholesale Supply to our customers in many cases.” The distributor’s December show generated voluminous orders. Dealers looked at their annual future needs during the show, Kruchten said, and placed orders with the expectation that the distributor would quickly fulfill them. “Once we’ve taken all these orders, the challenge is to make sure to fulfill the dealers’ expectations,” he said. The second challenge, he said, is ensuring Northern Wholesale Supply retains the inventory and capacity to fill orders as necessary throughout the year. rvnews.com

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Donald “Don” K. Gunden

William “Bill” R. Redmond

David J. Carter Sr.

Raylen Gritton 18

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Mark “Mick” Ferkey

CLASS OF 2022

Veronica “Ronnie” Hepp

Harry Karsten

Eugene W. Landy

Lewis “Lewy” Shaum

Tim Williams

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Celebrating the 2022 RV/MH Hall of Fame Class

Ten new inductees will be immortalized at the RV/MH Hall of Fame induction dinner on August 15 in Elkhart, Indiana. By RV News Staff

ach year the RV/MH Hall of Fame receives countless documents describing historically accomplished RV and manufactured housing industry members. The documents lay out each candidate’s accomplishments and contributions over a lifetime working in that person’s respective industry. The RV/MH Hall of Fame committee then sifts through these documents to identify the five most-deserving individuals to receive each industry’s highest honor—induction into the RV/MH Hall of Fame, where the winners will be honored for eternity with a plaque. From the up to 100-plus nominations received, the RV/MH Hall of Fame committee chooses five RV and five manufactured housing inductees. Nomination forms remain active for five years before candidates who have not been inducted become ineligible. The forms must then be updated and resubmitted to continue being considered. Rarely is anyone inducted into the RV/MH Hall of Fame the first year they are nominated. Many nominees wait three, four, or five years before ultimately receiving the induction honor. The inductee selection process is an arduous, challenging task. Special consideration is given for unpaid volunteer work done on behalf of state and national associations, owners’ groups, the RV/ MH Hall of Fame and other industry-related organizations. The RV/MH Hall of Fame strictly chooses inductees based on how candidates have significantly contributed to the overall greater industry in which they worked, far beyond merely doing their jobs well. The committee not only looks for candidates who exemplify service and dedication, but also for transformational leaders who created progressive industry change on a state, national or global scale. The RV/MH Hall of Fame seeks out visionaries and inventors who created something so impactful that business progressively evolved for many others who follow. When selecting inductees, the RV/MH Hall of Fame gives little credence to being successful in launching, owning or managing a business. For the large part, philanthropic efforts outside of the RV or manufacturing housing industries are ignored when the Hall makes its choices. To qualify for

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induction, candidates must have worked in the RV or manufactured housing industry for a minimum of 25 years. Sometimes the distinctions between nominees are marginal, contrasting the limited number of annually accepted inductees. Sometimes, a worthy candidate’s contributions are explained poorly by the person who nominated them. There are even cases where a candidates’ accomplishments and contributions are exaggerated by the person nominating them, or details cannot unequivocally be verified and proven. Some nomination forms focus on aspects of the nominee outside of what the RV/MH Hall of Fame considers for potential induction. In August, the newest inductees will be honored at a special ceremony in Elkhart, Indiana, forever cementing their legendary status. Tickets to attend the dinner and ceremony are on sale at the RV/MH Hall of Fame website: https://www.rvmhhalloffame.org. The cost is $150 per person. This year’s five RV inductees are: Mark “Mick” Ferkey, Greeneway RV Donald “Don” K. Gunden, Forest River Veronica “Ronnie” Hepp, RVDA William “Bill” R. Redmond, Bucars RV Centre Lewis “Lewy” Shaum, Elkhart Supply Corp. (ESCO) The five manufactured housing inductees are: David J. Carter Sr., Dave Carter & Associates Raylen Gritton, Homes Direct Harry Karsten, Karsten Homes Eugene W. Landy, UMH Properties Tim Williams, 21st Mortgage Corp. In addition, two members of the 2021 Hall of Fame class will be honored in 2022, due to a previous conflict with attending the 2021 ceremony. Eleonore Hamm of RVDA Canada and Jim Sheldon of Monaco Coach were prevented from attending the 2021 induction ceremony because of pandemic-related travel restrictions last year. February 2022 | RV News

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Donald “Don” K. Gunden Forest River Group General Manager: Rockwood / Flagstaff / Puma / Palomino / Columbus

rue influencers supersede TikTok trends and Instagram likes. Unconcerned with the arc of their algorithm, these individuals do more than generate fleeting buzz; they institute lasting change. Born in Goshen, Indiana, Donald “Don” Gunden is an influencer in the original sense of the word. Gunden’s impression on the RV industry started to take shape early in his career. He learned the ropes after college as a Starcraft sales representative, and in 1975, took a job as a founding business manager at an up-and-coming company called Rockwood RV. With creative vision and arduous work, Gunden helped successfully launch the new brand and eventually cement its name among what would become one of Forest River’s most successful lines. His talent for hitting home runs continued throughout his five-decade career. Gunden’s contributions launched several grand-slam brands, including Wildwood in 1995, Puma in 2003 and Columbus in 2012. He was also instrumental in growing the Flagstaff and Palomino brands.

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“We focused on two main elements for each brand launch,” Gunden said. “No. 1 was having the right people, and No. 2 was finding a void or a demand that needed to be met.” He said people, not product, motivated him to join Rockwood RV, particularly an early employee there who first introduced him to the RV business. Building a foundation on solid relationships proved to be a wise decision. Industry peers estimate Gunden helped build more than 1 million RVs throughout his career, providing countless camping experiences for potentially 4 million or more individuals. “I would say the bigger part of my career—the most important part of my career—was that we all strived to make the best quality unit we could, maximize the customer experience, and we never focused on the numbers,” Gunden said. “The numbers are nice, but they were not our main focus.” Today’s social influencers might balk at those words, but Gunden said his life motto is “I never wanted to be the biggest; I have only wanted to be the best.”

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2 H FA IN

Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Reaction to Being Inducted:

“I was somewhat shocked; it wasn’t something I expected. Obviously, I appreciate it as well.” Already a powerful backstage force, Gunden’s recent influence extends behind the scenes into legislative affairs. For the past three years, he has served on RVPAC, the RVIA’s federal political action committee. The group helps keep RV-friendly policies on politicians’ agendas. In 2020, RVPAC celebrated its first political contributions, raising nearly $50,000 and contributing more than $16,000 to supportive senators and representatives. Gunden said a recent key issue is drawing attention to national park needs—addressing capacities, long overdue repairs and outdated campgrounds. “We have had some influence on securing funding for those initiatives,” he said, stressing the best way to get congressional members and senate staff to help is by maintaining a strong, visible presence. “The more they get to know about us, the better off we are. If you’ve got a problem and you want somebody to address it, but they do not know who you are, you are not accomplishing much. “The pandemic has provided us with a fantastic opportunity to grow this business in ways we never thought possible before,” he said. “We have the attention of more people than we have ever had before.” One could easily draw a line between Gunden’s professional successes and his strong personal relationships. Jeff Hirsch, Campers Inn CEO and 2021 RV/ MH vw inductee, pointed out Gunden’s social intelligence, saying Gunden’s

Years in the Industry:

Company Affiliation/ Current Position:

Past Company Employment:

Forest River Group General Manager: Rockwood / Flagstaff / Puma / Palomino / Columbus

Sales Representative, Starcraft RV (1974-1975); founding New Business Manager, Rockwood (19751991); Tent Camper Sales Manager, Cobra (1991-1996)

RV News | February 2022

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“holistic approach” to decision-making ensures he sees the “long-term benefits for all involved.” “He has built a winning culture focused on valuing every employee under him, which is the kind of leadership that permeates into areas far outside his company,” Hirsch said. “Don has mentored many employees, empowering them to make sound decisions without being micro-managed. As a result of his commitment to employees, he may have the most loyal workforce in RV manufacturing.” Friends and colleagues describe Gunden as a leader, advocate, networker and visionary. His influence on the RV industry and the people within it continue to drive powerful results. “His impact has, directly and indirectly, led to the success of many RV dealerships as well as the continued RV lifestyle,” said Kelly L. Rose, chairman and CEO of Stealth Trailers. “I have personally known Don Gunden for 40-plus years and have always known him to have the most outstanding character for himself and in serving others.” Gunden said beyond completing successful brand launches, earning respect from people inside and outside the industry is a high-water career mark. “This business is unique,” he said. “It is always fun, even with all the given challenges you go through to get there.”

Notable Achievements and Contributions:

+ RVIA Political Action Committee Awards and Honors:

+ Indiana Manufactured Housing Association Citizen of the Year Award (2020) + Several RVDA Circle of Excellence Awards

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2/2/22 9:59 AM

2022 R.V. 2022 R.V. HALL HALL OFOF FAME FAME INDUCTEE INDUCTEE FOREST RIVER WISHES TO CONGRATULATE IT’S OWN

Don Gunden

Rockwood, Flagstaff, Puma, Columbus, Palomino

Pictured here in 1974, Don maintained a tireless work ethic and a passion for innovation that he carries with him to this day.

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Mark “Mick” Ferkey Greeneway RV Sales & Service Owner

ick Ferkey’s list of RV industry contributions is lengthy. In 1979, at the ripe age of 21, Ferkey started his career as a lot boy and mechanic at Greeneway RV Sales & Service, working his way through various roles such as RV washer, technician, service manager and, eventually, sales. After eight years and much elbow grease, Ferkey—along with his wife, Lora—bought half of the dealership. By 1989 the couple acquired the second half of the business. Today, Ferkey continues to lead Greeneway RV Sales & Service. He eventually plans to hand the reins over to his son, Matt, so he and Lora Ferkey can retire by year’s end. Mick Ferkey’s dedication to running a quality dealership resembles his commitment to the RV industry. He advocates for education and training and is adamant about recognizing fixed-ops employees like technicians and service department workers. As a result, his advocacy has helped dealership employees across North America. As a founder of the Society for Certified RV Professionals and former RV Learning Center chairman, Ferkey also led several training courses to enhance dealership culture.

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Ferkey’s career contributions include serving on several RVDA committees and boards. He participated in some of the most significant developments at the RV/MH Hall of Fame, including newer construction projects to expand the facility. His service as a Wisconsin RVDA delegate keeps him in tune with national and regional matters affecting his home state. In addition to training, education and industry advocacy, Ferkey made two key contributions to help improve RV dealership operations. The first was an innovative forklift aftermarket modification to safely move RVs around the lot. “We were using a homemade forklift attachment to move travel trailers and fifth wheels around our lot,” Ferkey said. “Not wanting my employees in harm’s way, I felt we needed to develop an attachment that was so safe, it would be OSHA-approved.” After consulting an engineering firm, Ferkey sent his design to construction equipment manufacturer Caterpillar, which approved the attachment design. Ferkey had the attachment mass produced and ensured the device would be available to other dealerships nationwide.

rvnews.com

2/2/22 10:56 AM

Mark

Mr. Ferkey,

A bunch of us fixed ops people from various de alerships across the country want ed to write you a simple letter to congratulate you on be ing inducted into the Ha ll of Fame. The stuff you’ve done over the years for us te chs through RVDA, the Learning Ce nter and specifically th e Society really has helped us be successful and do our jobs better. You’ve helped our fami lies have better lives, and none of us even work for you. We ar e proud of what we do an d we probably wouldn’t be in the RV in dustry without the help you’ve given. I guess what we are tryi ng to say is thank you. I think you used to be a tech. I gues s if you can be in the Ha ll of Fame, maybe someday some of us might make it too. I guess it’s obvious, bu t there is nobody who be longs there more than you. You cert ainly deserve it! Wishing you the Best, A Bunch of Techs From

Mark “Mick” Ferkey Approval.indd 1 18-45 Feb RVN issueAdv5.indd 25

all over the Country

2/2/22 11:27 11:26 AM AM 2/2/22

Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Reaction to Being Inducted:

“I have had the wonderful opportunity to do what I love for over 44 years. I’ve been able to provide countless families with priceless memories.” “We provided the build plans to RVDA to freely share with any other RV dealer who wanted to build a safe attachment that would meet the requirements to acquire a data plate,” he said. Ferkey’s second major contribution was helping standardize camper safety glass requirements. Because all campers sold in Wisconsin required safety glass, but other states did not, Ferkey saw local dealers missing out on month’s-end manufacturer discounts, as most available units did not have the safety glass. He discussed the issue with RVIA, leveraging the rapport he had built as an RVDA Wisconsin delegate. He said RVIA agreed to adopt an OE safety glass standard. Phil Ingrassia, president of RVDA, praised Ferkey’s work ethic and “can-do attitude” across varied industry projects, from regulatory issues and dealership operations to charitable pursuits and educational endeavors. “Mick is the lead volunteer for organizing the RV Learning Center’s Society of Certified RV Professionals,” he said. “Through his efforts, the program provides scholarships and recognition during the RV Dealers Convention/Expo for frontline dealership personnel that are crucial to the industry’s success.”

Company Affiliation/ Current Position:

Owner, Greeneway RV Sales & Service Years in the Industry:

RV News | February 2022

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Ingrassia also called Ferkey “instrumental” in the success of the RV/MH Hall of Fame as a board member and liaison to the dealer body. Ferkey organizes the RVDA Chairman brick recognition program, raising money to commemorate the contributions of RVDA’s chief elected officers. He is a significant contributor as well. In addition to giving his time and effort, Ferkey donates thousands of dollars toward RV Learning Center scholarships, the RV/MH Foundation’s museum-building efforts and the RV/MH convention center construction. He helped negotiate with Thor Industries to build the RV/MH pavilion and blacktop project in 2020 and facilitated displaying a 2016 Shasta motorhome at the RV/MH Museum. “Mick’s selﬂess service to so many RV organizations over the years makes him an ideal candidate to be inducted into the RV/MH Hall of Fame,” Ingrassia said. Looking back on his storied career, Ferkey said he owes a great deal to the RV industry for his past success. “I truly enjoy being involved and paying it forward, helping others enjoy everything the RV industry provides,” Ferkey said. “I feel very fortunate to work with such talented people. The relationships I have developed over the years are a blessing.”

Notable Achievements and Contributions:

+ + + + + +

Founding Member and Chairman, Wisconsin RVDA Wisconsin RVDA Delegate RVDA Board Member (2007-2009) RVDA Treasurer (2009-2010) RVDA Secretary (2010-2011) Board Member and Director Emeritus, Mike Molino Learning Center

Awards and Honors:

+ Terry Top 10 Dealer Award (1987 and 1990) + RVDA Chairman’s Award (2007, 2009, 2015) + 2012 Route 66 Larry Coker Award

+ Co-chair of the task force to form Society of Certified RV Professionals + Co-chair, RVDA Marketing Task Force + RV/MH Hall of Fame Board of Directors (2013-2018), Chairman (2019-2020) + RVDA Forklift Attachment Task Force (2006)

+ Skyline Outstanding Sales Achievement ThreeStar Award (2009, 2010, 2015-2021) + 2020 RV/MH Hall of Fame Spirit Award + 2021 JB Summers Award

A o D t

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2/2/22 9:59 AM

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Veronica “Ronnie” Hepp RVDA Vice President of Administration

ith its focus on education, member services, industry leadership and market expansion programs, RVDA advocates for dealerships across America. Central to RVDA’s advocacy is the staff coordinating the association’s efforts. A key cog in RVDA’s machine is Veronica “Ronnie” Hepp, a three-plus-decade RVDA veteran whose talents have contributed to nearly every aspect of RVDA’s endeavors during her tenure there. Hepp’s reputation took shape long before joining RVDA. Beginning her career at Bowling Green State University, Hepp held several positions at the university before marrying her husband, Bob Hepp. Together, they lived in various locations during his two-decade tenure as a United States Army field artillery officer. At

Company Affiliation/Current Position:

Notable Achievements and Contributions:

RVDA Vice President of Administration

+ Served as administrator for four RVDA-related volunteer boards and committees, affecting hundreds of RV dealers over the years + Mike Molino RV Learning Center Board of Directors + RV Assistance Corp. Board of Directors

Years in the Industry:

every new stop along their journey, Hepp worked and volunteered while juggling raising two children, Robert and Stacey. Hepp worked for former RVDA president Mike Molino, then an Army colonel, in one of the administrative positions she held while her husband, Bob, was stationed in Germany. When they returned to the U.S., Hepp knew Molino was in the same area and reached out during her job search. She worked for Molino at RVDA until he retired in 2012. During her time with RVDA, Hepp served with three association presidents, including Molino, Bob Strawn and Phil Ingrassia, as well as 20 association chairpersons. Rick Horsey, Parkview RV Center president and former RVDA chair, said Hepp

Past Company Employment:

Civilian Administrator for the Department of the Army, State of Ohio employee and Army ROTC secretary at Bowling Green State University

RV News | February 2022

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Awards and Honors:

+ The Artillery Order of Molly Pitcher, bestowed by the U.S. Field Artillery Association to recognize women who voluntarily contributed in a significant way to improving the U.S. Field Artillery Community + Certified Association Executive credential from the American Society of Association Executives rvnews.com

2/2/22 9:59 AM

Reaction to Being Inducted:

“Naturally, I was extremely surprised. I am humbled to have been nominated and selected to receive this recognition.” had an impressive ability to corral and focus different personalities and viewpoints. “With a new chairperson every year, things can get off track very easily, but Ronnie kept all of us moving in the right direction,” he said. “I believe every chairperson would agree that we could not have been effective without the guidance, wisdom and talents of Ronnie Hepp.” Since joining RVDA, Hepp collaborated with several industry committees and task forces on technician training and certification to improve dealership service departments and customer experience. “Ronnie has certainly made me a more effective volunteer leader,” said Little Dealer Little Prices President and former RVDA Chairperson Debbie Brunoforte. Brunoforte and Hepp worked closely in multiple capacities, including on RVIA’s Committee on Excellence Parts Task Force and RVDA’s RV Service Training Committee, the Audit and Finance Committee and the Industry Relations Committee. “I have always depended on her guidance, intellect and grasp of the issues,” Brunoforte said. “Nothing gets past Ronnie; she will keep you on track.” Along with her interpersonal skills, Hepp is credited with helping to grow the RVDA/Convention Expo Committee spanning the past three decades.

Throughout the years, Hepp has collaborated alongside 22 previous RV/MH Hall of Fame inductees. Past inductees said the honor now comes full circle, as she receives Hall of Fame status to celebrate her impact on the RV industry. “She loves the RV industry and is protective of her dealers,” Brunoforte said. “As vice president of RVDA, Ronnie is not as visible as her president or board chairman; however, those who have worked with her know her value to the industry.” When considering parallels between her time at the Department of the Army and her RVDA service, Hepp said the most important thing is connecting with colleagues. “As the vice president for administration, I wore many hats: administration for the boards, meeting/event planning, human resources responsibilities and building management, to name a few,” she said. “I did my best to establish a good rapport, not only with the chairmen and members of the boards but also with the people who managed our convention exhibit hall, the exhibitors, the hotel staffs that made our events happen, the plumber, the landscaper, the HVAC team and the good people who took care of our IT needs. It really is all about the people, treating each with the respect they deserve.”

Congratulations to RVDA’s

RONNIE HEPP, CAE on her induction into the RV/MH Hall of Fame. Thank you for your commitment to RV dealers and the RV industry! – the members and staff of RVDA

RVDA HP Feb22 Ad Approval.indd 1

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February 2022 | RV News

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

William R. “Bill” Redmond Bucars RV Centre President and Director

trong leadership, sharp business acumen and selfless service are oft- repeated qualities when peers describe William R. Redmond. A graduate of the University of British Columbia, Redmond rose quickly through management positions in the oil industry after earning a degree in geology and geophysics. Aspiring to run a business, he launched a new career path when he purchased Bucars RV Centre in 1989. The dealership flourished under his leadership, including a notable 2005 expansion when the business moved to a new location just north of Calgary. Today, Bucars RV Centre boasts a 14,000-square-foot showroom comfortably situated on a 12-acre lot, complete with an 18-hole mini-golf course to keep family members entertained. Redmond invested significantly in these updates, invested in the dealership’s 19,000-square-foot service department and financed enhanced technician training for employees. The investments serve as a testament to his dedication to customer service, his peers said. Redmond established some of the first consumer classes to ensure positive RV experiences for his dealership’s customers. A commitment to building loyal customers extends beyond Redmond’s own front door into the entire industry. He was instrumental in developing RV Care, a network of 80-plus Canadian dealerships, which provide RVers essential services like 24/7 emergency roadside assistance and toll-free technician support. From the start, Redmond’s vision was to provide high-quality service to on-the-go customers to help them enjoy the RV lifestyle uninterrupted.

RV News | February 2022

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RV Care partnered with the U.S.-based Priority RV network to provide the same robust service to American customers who purchased from dealerships that comprise the Priority RV network. “Few individuals, on either side of our border, have done as much to advance the RV business, improve customer support and satisfaction and expand the RV market,” said Mike Molino, RVDA’s past president. “As a member of the board of RVDA of Canada, attending almost every meeting during Bill’s tenure as an officer, president and chairman, I witnessed firsthand his extraordinary leadership and undying passion for our industry, its employees and its customers.” Redmond’s service with the RVDA of Canada developed the association into a powerful national organization, which not only successfully expanded the Canadian RV market but also strongly influenced relations with Canadian national government agencies. Redmond worked to help government administrators and elected officials better understand the RV industry’s impact on the Canadian economy and culture. For example, during his tenure as the RVDA Canada president, the Atlantic RVDA was formed. Canada’s National Board traveled to New Brunswick to assist and support the inaugural Atlantic RVDA meeting. Establishing the Atlantic RVDA ensured association representation in all Canadian provinces and finalized a coast-to-coast Canadian dealer association. “He is a gentleman in every sense of the word,” said 2011 RV/MH Hall of Fame

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inductee Bob Azevedo, “who has given generously of his time and talents to enhance the RV industry.” As he dedicated his time to the industry, Redmond established a family succession plan at Bucars RV to ensure the business continues to thrive under his sons, Jeff and Kyle Redmond. Redmond has also guided other dealerships on successfully executing similar succession plans. “Without the support of my sons, I would never have been able to devote

time to industry and volunteer organizations,” Redmond said. “We pride ourselves on being a family company, and that family includes our employees, our suppliers and our customers. “I believe that it is important to give back to the community, both to the industries that provide your livelihood and to local and international causes,” Redmond said. “To quote Muhammad Ali: ‘Service to others is the rent you pay for your room on earth.’”

Company Affiliation/Current Position:

Notable Achievements and Contributions:

President and Director at Bucars RV Centre

+ Council member, Alberta Association of Professional Engineers & Geoscientists (1983-86) + President and Chair, RV Care Network (1999-2017) + President and Chair, RVDA Canada (1996-1998), board member 1993-1999 + President and Chair, RVDA Alberta (1993-1996), board member 1991-1997 + Board Member and Chair, Alberta Motor Vehicle Industry Council (2001-2005) + Volunteer Service for RVDA of Alberta and RVDA of Canada

Years in the Industry:

Past Company Employment:

Redson Resource Management Ltd., Q.C. Data Collectors Ltd., AVF Investment Limited, Enertec Geophysical Services Awards and Honors: Ltd., Digitech Limited, + RVDA Alberta, 1999 Dealer of the Year Kenting Exploration Services + RVDA Canada, 1999 Canada RV Dealer of the Year Ltd., Amoco Canada Petroleum + A top dealer recognition from KZ RV, Newmark, Tiffin, Venture and Woodland Park Company + Alberta Centennial Medal

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February 2022 | RV News

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Lewis “Lewy” Shaum Elkhart Supply Corporation (ESCO) President and Owner

fter more than 50 years spent quietly working to improve the RV industry and preserving his family’s corporate legacy, Lewis “Lewy” Shaum still cannot believe he is joining the RV/MH Hall of Fame. Friends, family and co-workers are less surprised by the recognition, nor Shaum’s modest reaction. “Lewy’s core values have always been to help others, and not just in the moment but as long as he is needed,” colleague Mark Huggett said, adding Shaum is never one to tout personal achievements. “His day is the same: He wakes up and goes to bed thinking about how he can give back. He doesn’t complain; he just reimagines how to be a better person and leads by example.”

+ 50 Years in the Industry:

RV News | February 2022

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Company Affiliation/ Current Position:

President and Owner Elkhart Supply Corporation (ESCO)

According to Huggett, Shaum’s estimable values are owed to a family tradition of integrity. His parents, Lowell and Lucille Shaum, founded Elkhart Supply Corp. (ESCO) in 1949. Shaum, quite literally, grew up within the company. Born only a few years before ESCO’s founding, Shaum spent his childhood sweeping floors and taking inventory as the family business expanded. After graduating college, where he studied electrical engineering, Shaum returned to ESCO and was instrumental in transitioning the company to use computer systems to manage the business in 1971.

Notable Achievements and Contributions:

+ Helped write electrical safety industry standards used in RV technical training manuals + Served on the Cargo Trailer Industry Supplier Forum + Served on various RV, manufactured housing, marine and cargo trailer committees and councils, lending expertise on electrical engineering, plumbing and training and manufacturing techniques

rvnews.com

2/2/22 10:49 AM

Reaction to Being Inducted:

“I was shocked. This is the last thing in the world I was planning for. I am very humbled and speechless.” He eventually entered sales. When his father became ill in 1979, Shaum then became ESCO’s president. “When you grow up with a business, it is just natural to walk into it. After so many years, it is a natural way of life,” Shaum said of assuming the leadership role. “I think it is going to be harder to walk away than it ever was to walk toward.” Believing in sharing success, Shaum has donated his time, money and professional expertise during the past half-century. As a young electrical engineer, he helped craft industry safety standards still used in RV technical training manuals and participated in developing UL-listed low voltage wire for the RV industry. He later developed other innovations, including the first transfer switch that prevented low/high voltage electricity to enter RVs from power pedestals. Shaum’s forward-thinking earned him credit for establishing “just-in-time” delivery services long before supply chain management became an industry buzzword. Similarly, when ESCO diversified into plumbing products, “Lewy took it upon himself to learn plumbing,” said Jay Saltsman, president and founder of

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CJS & Associates. “He was instrumental in developing parts that would serve the RV OEM and manufactured housing supply businesses.” In the 1990s, ESCO made the first cross-linked polyethylene (PEX) pipe fitting, easing pipe conversions from older polybutylene. Shaum saw category-changing promise in the Flair-It product line and invested in the fittings’ development. The brand’s plumbing solutions remain in high demand in the RV industry. More important, said Tom Manning, president of Tom Manning & Associates/AP Products, Flair-It fittings significantly improved quality and consumer satisfaction, igniting positive industry change. Manning said Shaum’s contributions over his career have widely benefitted both consumers and service industry staff immeasurably. “Being my age, I have seen the RV industry go from two-by-four walls and sheet metal to what they are now,” Shaum said. “It has been quite a journey to see how the industry has changed so dramatically and in such positive ways. It makes you proud.”

February 2022 | RV News

2/2/22 9:59 AM

Feature > 2022 RV/MH HALL OF FAME INDUCTEES

David J. Carter Sr. Dave Carter & Associates—Deceased

avid J. Carter Sr. is remembered as a serial entrepreneur and smart investor with a sommelier’s nose for opportunity…a tough but fair businessman. Carter began his upward trajectory from a young lifeguard and lively auctioneer to a devoted board member and high-end steakhouse restaurant owner. “There is nothing he couldn’t or wouldn’t do,” said David Froom, Dave Carter & Associates vice president of sales. “He truly lived an extraordinary life and sought excellence in absolutely everything he did.”

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Carter died in December 2021 at the age of 82, two weeks after his RV/MH Hall of Fame induction was announced. Carter explored diverse business ventures, but Froom said his passion was always in the manufactured housing and RV industries. As the former owner and operator of Dave Carter Construction in Central Florida, he honed his technical skills in on-site, equestrian and commercial construction. Carter later applied this hands-on experience to Southeastern

rvnews.com

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quo and diversified into the new product category as an opportunity to “reinvent” Dave Carter & Associates. By folding customers into an all-inclusive electrical and plumbing rebate program, Carter increased the company’s sales volume while providing customers with more comprehensive service and competitive discounts. “That calculated risk led to $54 million in new business—in a single contract,” Froom said, commending Carter’s long-range thinking and strong work ethic to make big things happen. For Froom, how Carter climbed out of the 2008 recession serves as a pivotal moment in the company’s history and cemented him as an industry leader. With the economy and housing market crashing and cash flow running thin, businesses were feeling the burn. Carter saw the RV industry as a beacon of hope and, yet again Froom said, summoned a “no guts, no glory” perspective. As others opted for a wait-and-see approach, Carter invested everything he had left in the RV industry. He commissioned a state-of-the-art distribution center in Goshen, Indiana, and with it, established longstanding contracts with every major RV producer in the industry. “Dave and his team literally moved to Elkhart to fill a void,” Forest River CEO Pete Liegl said. “To this day, we view our commitment to Dave Carter & Associates as one of our best decisions.” Peers quickly pointed out Carter’s multi-industry knowledge, keen business sense and emphasis on quality. To meet and know Carter, Liegl said, was to recognize a profound commitment to be the best, personally and professionally. For Joseph Stegmayer, past chair of the RV/MH Hall of Fame and 2016 inductee, Carter embodied excellence and accountability. Stegmayer said Carter always stood behind his company’s products with top-notch service and support. Remembering Carter as a lifelong innovator and masterful visionary, with deep integrity and a chip on his shoulder against the status quo, Froom said Carter’s career contributions and industry advocacy are matched only by his generosity. “He was the guy who put up his home as collateral to ensure payroll in an economic downturn. He started an employee savings program whereby we could invest in the company and earn interest, with no penalty for taking it out because, as he said, it was our money,” Froom said. “That is just who he was— mindful of his commitments and a stoic caretaker. “Like a good football coach, Dave Carter was a leader of men,” he said. “His demand for us to excel at everything we do was and still is deeply embedded within the company. Maybe his desire to be ‘the best’ was a little over the top for some, but certainly served as the catalyst for who we are and where we are going as a company.”

Mobile Home Supply, where he served as president until Riblet Products bought the company. During the ensuing three-year noncompete period, Carter traded rest and relaxation for long-term planning. He bought Century Wire and Cable, a strategic precursor to his entrance into the electrical distribution market. When Carter’s noncompete ended in 1976, he founded a professional trifecta of companies, including Dave Carter & Associates, a wholesale electrical distributor for the manufactured housing industry; Service Electrical Supply, an electrical wholesaler servicing the site-built market; and Penn Lumber, a lumberyard headquartered in Tampa, Florida. The business ventures complemented each other and provided opportunities to diversify, develop and deliver. In three short years, Dave Carter & Associates blossomed from a reputable southeastern supplier to a national player. Froom said Carter always recognized “high risk yields high reward” as a strategy to achieve greater things. “Mr. Carter would tell you the biggest risk is not taking one,” Froom said. “‘A calculated risk presents opportunity—do it! Do it with vigor, and do it with excellence,’ he’d say.” Following his own advice, Carter embraced change when an important customer wanted to significantly renegotiate a contract. The updated terms required stepping outside a regional comfort zone and embracing a national footprint. Froom said Carter weighed the risks, channeled his natural-born intuition and doubled down. The decision led to creating 12 strategically located distribution centers across the country to meet growing manufactured housing demand. Such industry-wide “noise” caught the attention of fellow Manufactured Housing Hall of Fame inductee Harry Karsten who, at the time, led Golden West Homes. “Karsten and Carter reached an agreement regarding Golden West plants on the West Coast. Within 18 months, we were named ‘Vendor of the Year’ and earned national credibility,” Froom said, emphasizing how Dave Carter & Associates’ well-executed, calculated risk and hard work set the tone for decades to come. For example, in the early ’90s, Carter diversified his company’s electrical product line to include plumbing products. Though common practice now, Froom said the move was a gutsy decision at the time because, historically, industry supply chains specialized in being a sole product category source. Expanding west was a daunting enterprise as well. Fierce competition drove electrical product profit margins down to high-single digits, with potential “retaliation” when businesses did not stay in their respective lane, Froom said. Surveying the landscape, Carter recognized the complementary plumbing industry was pulling 20 or more points of profit margin. He bucked the status

Company Affiliation/Current Position:

Notable Achievements and Contributions:

Dave Carter & Associates—Deceased

+ + + +

+ 40 Years in the Industry:

rvnews.com

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Past Company Employment:

Dave Carter Construction, Century Wire and Cable, Service Electrical Supply, Penn Lumber, Southeastern Mobile Home Supply/Riblet Products

Manufactured Housing Association for Regulatory Reform (MHARR) Manufactured Housing Institute (MHI) National Association of Trailer Manufacturers (NATM) North American Trailer Dealer Association (NATDA)

Awards and Honors:

+ MHI Vendor of the Year (2011) + Vendor of the Year—Fleetwood Homes, Cavco Industries and Karsten Homes + Quest Award (Vendor of the Year)—Golden West Homes + 7x Fleetwood Circle of Excellence February 2022 | RV News

2/2/22 9:59 AM

Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Tim Williams 21st Mortgage Corp. Founder and President

im Williams proves, according to industry colleagues, 50 years of determined hard work and relentless advocacy can steer an entire industry in a positive direction. Williams, the former Vanderbilt Mortgage & Finance, Inc. president, is the founder and president of 21st Mortgage Corp. He has been active within the manufactured housing industry since the Jimmy Carter era, devoting his skills to advance fair, sustainable lending practices and help evolve the way homes are financed. Over the years, he traveled to Capitol Hill in Washington, D.C. numerous times—often on his own dime—to challenge harmful federal regulations threatening the industry or to lend his expertise on relevant matters. Peers said Williams was a valuable conduit between the legislators and regulators who passed the Dodd-Frank Wall Street Reform and Consumer Protection Act in 2010 and the manufactured housing professionals subsequently affected. Williams noted the Dodd-Frank Act accomplished “a lot of good” and provided necessary protections to consumers, but often at the mercy of retailers. He said business practices changed drastically, as retailers could no longer assist customers with filling out a credit application, let alone originate a loan. The Dodd-Frank Act challenged retailers and financial institutions like his to “completely reinvent themselves,” he said.

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Leo Poggione, Craftsman Homes president, said Williams spent “countless hours” crunching numbers, preparing presentations and working alongside national and state organizations or associations to seek answers to questions, educate the industry at large and implement the new measures. Over the years, Williams worked closely with regulators and legislators to modify the act. “Without the strength, leadership and confidence that Mr. Williams had in our industry, there would have undoubtedly been many customers who would never have had the opportunity to achieve the American homeownership dream, and likely countless independent dealerships would not have survived the housing crisis,” said Charley Lott, former president of Fleetwood Homes. Described as a true public servant, Williams still serves on various boards and committees. He earned the Manufactured Housing Institute (MHI) Chairman Award in 2011 and later accepted a position as MHI chair in 2016. Friends and colleagues noted how Williams exhibited strong business sense and leadership skills long before Capitol Hill. He joined Clayton Homes in 1974, inexperienced but eager to learn. In the mid- to late-1970s, loan originator ownership started transitioning from companies to banks, at which time Williams observed a considerable decline in quality and customer service. He said inconsistency and a lack of follow-through meant banks were leaving valuable business on the table.

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Williams said his former employer, Clayton Homes, immediately recognized the company’s potential and, believing in the co-founders’ collective vision, joined as minority partner on day two. The support fortified 21st Mortgage Corp. as a leading lender in the manufactured housing industry. Today, the company is the largest financial provider for manufactured housing homeowners across the country, originating more than 30,000 loans in 2020 alone. Kevin Clayton, Clayton Homes CEO, is effusive in his praise for Williams and 21st Mortgage Corp. “I would place Tim in the category of all-time top people ever who have spent their lives dedicated to improving manufactured housing,” Clayton said. “There have been numerous lenders who entered this industry, and most all have caused great damage when they exited. Tim, however, created Vanderbilt Mortgage & Finance and 21st Mortgage Corp. and effectively led both, making certain that vital lending remained available to keep all aspects of our industry operating.”

As a young marketing coordinator, Williams collaborated with company leadership to create a subsidiary. The move would enable Clayton Homes to independently finance customers while prioritizing tight quality control and service. Vanderbilt Mortgage & Finance, Inc. morphed into a reality soon thereafter, with FHA Title 1 Mortgage Lender status. In the mid-1980s, Williams led a Home Savings (HSA) portfolio acquisition, valued over $100 million. At the time, Jim Clayton was preparing to retire, and Williams showed interest in the CEO position at Clayton Homes. “Sometimes it is the things you do not get that turn into the biggest blessings,” he said. A tipping point in organizational leadership inspired Williams to launch his own business venture. He planned the leap from president to founder and established 21st Mortgage Corp. in 1995. The company emerged as a joint venture with American Homestar Corp.

Years in the Industry:

Notable Achievements and Contributions:

Company Affiliation/ Current Position:

+ Chair of Manufactured Housing Institute (MHI)

Founder and President, 21st Mortgage Corp.

Awards and Honors:

+ + + + +

Past Company Employment:

Clayton Homes, Vanderbilt Mortgage and Finance (1982)

Junior Achievement—Business Hall of Fame Entrepreneur of the Year from the University of Tennessee (2014) Tennessee Manufactured Housing Industry Hall of Fame MHI Chairman’s Award (2011) MHI Totaro Award for Outstanding Achievements— Financial Services Division

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February 2022 | RV News

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Raylen Gritton Homes Direct Inc. Owner and CEO

aylen Gritton, Homes Direct founder and CEO, entered the manufactured housing industry by happenstance nearly 50 years ago. Backed by a solid work ethic and upstanding business practices, industry colleagues said he turned a single opportunity into a longstanding career. “From involvement in his local community to enhance coding and limit zoning restrictions in his market areas, to regional influence serving on several state boards, to his contributions at the national level with MHI, Gritton’s commitment to elevating the industry has led to advancements across the board, particularly in the acceptance of manufactured housing,” said Kevin Clayton, CEO at Clayton Homes. According to industry colleagues, Gritton set the standard by which all others are measured. He earned prestigious awards such as Sales Center of the Year and Retailer of the Year. In 2017, Gritton received the Jack E. Wells Memorial Award, the California Manufactured Housing Institute’s highest honor, called the “Oscar” of the industry. The award commemorated his contributions to manufactured housing, an industry he calls “the best-kept housing secret in the U.S.” Industry colleagues said Gritton maintained a stellar reputation as a hardworking owner and loyal business partner who emphasized superior product quality and homeowner satisfaction from day one. In 1974, Gritton stumbled upon a promising lot and launched Valley West Homes in Salida, California, as a joint venture alongside his brother, who already had one foot in the industry. Eventually, Gritton assumed full ownership and

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expanded to four retail home centers during the 1980s. He credits three principles as the bedrock of his business model and survival source during turbulent industry times: when opportunity knocks, answer; keep debts low and control overhead; and invest in good people. “Take care of your people in good times and bad, and they will take care of you,” Gritton said. “When they see you work hard and put in the time as an owner, if they know you have integrity and can count on you to make good decisions…then that institutes loyalty, friendship and retention.” Smooth operations attracted new partnerships and, in 1996, Gritton sold Valley West to Oakwood Homes. Soon thereafter, he was named senior vice president of Oakwood’s western U.S. retail operations. “My goal was to streamline how we priced homes, how we showed homes and how we spent time with the customer,” Gritton said. He applied firsthand experience and the same pragmatic practices he used at Valley West Homes. As a result, Gritton was awarded “Regional VP of the Year.” More important, Gritton said he learned valuable lessons in managing multilot operations, as well as more intangible experiences, “Like how it’s just as important to know what to do, as what not to do.” Those lessons proved critical as Gritton decided to swap a corporate career for an entrepreneurial path once again. In a swirl of circumstances, he resumed ownership of his former lot and founded Homes Direct in 2001. Specializing in a land-home business model, Homes Direct needed to differentiate from site-build competitors who appealed to a similar buyer rvnews.com

2/2/22 10:49 AM

demographic. Gritton’s peers described him as a loyal partner in a volatile industry and noted how he stayed the course even when these same competitors began taking shortcuts to get ahead. Instead, Gritton concentrated solely on the customer. He used consumers as inspiration to effectively frame manufactured homes as a suitable, affordable and desirable option. “This dedication to providing customers with an intentional and remarkable shopping experience is just one of many ways Ray has contributed to our industry,” Clayton said. “That dedication has been evident during these recent months when, even at a loss at times, Ray and Homes Direct honored pricing to their customers—never passing on price increases from manufacturers or other vendors. This pledge to do what is most fair for the customer is a true test of his character.”

Years in the Industry:

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Company Affiliation/ Current Position:

Homes Direct Inc. Owner and CEO (2001) Past Company Employment:

Valley West Homes (1974), Oakwood Homes, Inc. (1996)

Gritton said the customer-centric business model includes interpersonal connection, such as anticipating critical questions. Gritton considers referrals to be an affirmation of a job well done. He recalled his mantra, “Hang on, survive and then thrive,” as a reminder to seize golden opportunities. This practical mindset, coupled with a prudent approach to finances and a genuine interest in taking care of people, enabled Gritton to speak the phrase into being. In 2013, when he received a call from industry friend Phil Stegmayer about buying a factory in Palm Harbor, Oregon, Gritton knew it was time to thrive. “The market was soft and even though the factory was closed with no orders rolling in, I always liked that location and, knowing the market, I knew there was great potential,” Gritton said. “A month later, we had it up and running. To this day, it’s one of our best-performing factories, producing 250 homes.”

Notable Achievements and Contributions:

+ Dealer advisory council for Clayton Homes Awards and Honors:

+ + + +

Jack E Wells Memorial Award (2017) Oakwood Home “Regional VP of the Year” Award California Manufactured Housing Institute “Retailer of the Year” (2015) “Sales Center of the Year” awards from Clayton Homes, Karsten Homes, Champion Homes and Cavco + “No. 1 Retailer in the Country” award from Clayton Homes

February 2022 | RV News

2/2/22 10:49 AM

Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Harry Karsten Karsten Homes Founder and President, Retired

nown as a devoted listener, honorable business partner and steadfast doer, Harry Karsten has played a role in the manufactured housing industry role that could be likened to a “special-forces” operative. As the former owner of Golden West Homes and Karsten Homes, peers said he established a reputation for quickly swooping in, meticulously solving problematic situations with target precision and then swiftly exiting to assist elsewhere. “I was successful at developing a rapport in difficult environments because my commitment was one of reliability,” Karsten said. “If I said I was going to do something, I did—and the customers knew it.” Karsten honed these business skills early in his career. While balancing life as a young newlywed and student, he unloaded trucks at Pan American Trailer

+ 50 Years in the Industry:

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Coach and Skyline in the 1960s. When the business changed hands, he moved into a sales trainee position and took to the role “like a duck to water,” he said. There, he developed the backbone to thrive in a tough industry, as well as an ability to constructively solve problems and foster authentic relationships. As a result, Karsten submitted significantly more orders than his counterparts. He said he never forgot grunt work’s importance, even as he climbed the corporate ladder. His proven business skills followed him to Skyline Homes where, as sales manager, he was tasked with driving sales at a floundering plant. Armed with an unusual amount of leeway from his employer, Karsten hit the road to connect with customers and close deals. His concerted efforts turned the failing operation around in 60 days.

Company Affiliation/ Current Position:

Retired Founder and President, Karsten Homes Past Company Employment:

Pan American Trailer Coach (1960-63), Skyline Homes (1963-65), Golden West Homes (1965-98), Karsten Homes (1998-2005)

Notable Achievements and Contributions:

+ Jack E. Wells Memorial Award Committee Member + President, Dodger Stadium Manufactured Housing Show Awards and Honors:

+ Manufacturer of the Year—Golden West Homes + Jack E. Wells Memorial Award (1994), considered the “Oscar” of the manufactured housing industry

rvnews.com

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Professionally and personally fulfilled, Karsten said he mentally prepared for a long-term career at Skyline before family duty called. Over the years, Karsten politely refused multiple offers to work alongside his father-in-law, fellow RV/MH Hall of Fame inductee Jerry Golden, at Golden West Homes. Although he acknowledged the company’s solid foundation, Karsten worried perceived nepotism could overshadow any success he achieved. However, when Golden’s health failed and the family legacy was in jeopardy, Karsten jumped in to help. Leaning on experience garnered at Skyline, Karsten improved Golden West Homes processes and standards across the board, from human resources and factory operations to sales initiatives. He observed the manufactured housing industry working with low-grade materials, using cheap fixtures and experiencing unhappy customers. With quality and service central to his business model, Karsten committed to pursuing customer satisfaction rather than the then-common practice of cutting corners to reduce costs. To achieve his vision, he developed an industry-first “Right from the Start” branded program. Designed to proactively address complications or errors during mobile home delivery, the program required a full inspection and issue resolution before customers’ move-in day. As a result, Karsten’s word became trusted across the industry. “There were times we didn’t even sign a contract, and a handshake would do,” said David Froom, vice president at David Carter & Associates. “That’s how strong his word is.” During his Golden West Homes tenure, Karsten led the company’s transition from single-wide homes to multisectional manufactured housing. As a result, the company emerged as the No. 1 West Coast manufactured housing producer under his leadership. “For over two decades, Golden West Homes was a symbol of innovation, quality and integrity,” said Raylen Gritton, owner of Homes Direct and fellow RV/MH Hall of Fame inductee. “Employees didn’t just stay for years—many stayed for decades.” Karsten’s life work took a new shape in the late 1990s when he sold Golden West Homes and established Karsten Homes. He approached the new business venture with a similar mindset and developed a company culture whereby every teammate breathed the core values: uncompromisable ethics, respect for individuals, continuous quality improvement and 100% homeowner satisfaction. For him, the latter was not an unrealistic goal but a professional attitude mandate. “You can copy our product and our advertising, but you can’t copy the way we do business,” was the company motto. The statement proved foundational as Karsten Homes expanded its operational footprint from New Mexico into Oregon, California and Texas. Guided by intuition and experience, Karsten handpicked dealers who embodied similar moral codes and fiscal responsibility. “I invested in good people, not hotshots,” Karsten said, noting he approached the business arrangement like a mentorship. “I wanted honorable, financially solid retailers who could pay their bills and really take care of customers. The rest, I could teach them.” Gritton said Karsten’s leadership secured a dedicated dealer base and set an industry standard for other manufacturers. As a loyal dealer spanning 20 years, Gritton commended him for growing Karsten Homes to one of the most envied manufactured housing companies in the industry. Karsten accepted a partnership with Clayton Homes in 2005. The merger placed Karsten Homes into a sizable business portfolio that also owned two companies he had formerly led, including Golden West Homes. Industry colleague Barry Cole, an RV/MH Hall of Fame inductee and head of Manufactured Housing Insurance Services, said Karsten’s values ring clear in career contributions and his sterling reputation. Though now retired, Karsten remains active in the industry as a Jack E. Wells committee member and confidant to many.

rvnews.com

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Eugene W. Landy UMH Properties Inc. Founder and Chairman of the Board

f actions speak louder than words, Eugene Landy’s career achievements would have firework-like decibel levels. His professional contributions to the manufactured housing industry helped carve a viable path to homeownership for countless Americans. Landy discovered manufactured housing at the Montreal World’s Fair more than a half-century ago. He said he was immediately inspired by its potential to revolutionize the housing industry as a sustainable solution to what was then an ongoing affordable housing crisis. Armed with a Yale law degree, shrewd business acumen and passion to effect change, Landy founded UMH Properties, Inc. in 1968. His sole property grew to a portfolio of 127 manufactured home communities with 24,000 total developed homesites across 10 states. The communities provide residence to more than 60,000 consumers. Throughout Landy’s 53-year career, one principle remained central to all business dealings and cemented his sterling reputation. “In every contract, there is a covenant of good faith and fair dealings,” Landy said, “and it is our obligation and our relationship with our employees and residents to honor those covenants of good faith and fair dealings.” Landy said he recognized lasting change had to start at congressional levels. He works closely with legislators and regulators across the aisle to ensure manufactured housing remains top of mind in the

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nation’s capital, from addressing regulatory overreach to breaking down zoning barriers. When former Manufactured Housing Institute (MHI) chair Joseph Stegmayer solicited help to sponsor a display home at the Department of Housing and Urban Development’s (HUD) Inaugural Innovative Housing Showcase in 2019, Landy immediately responded to ensure the event’s success. Alongside MHI, UMH Properties delivered one of three fully furnished HUD Code manufactured homes to the National Mall. Lesli Gooch, CEO at MHI, said administration officials and staffers marveled at the houses’ interior and exterior features, quality and—most of all—incredibly attainable price point the land-lease community lifestyle offers residents. The event garnered national awareness and, subsequently, enthusiastic advocacy from former HUD Secretary Ben Carson and current HUD Secretary Marcia Fudge. “Mr. Landy recognizes the value of effective strategy and unity in messaging, and we can always rely on him and UMH to bolster (MHI’s) efforts with tangible examples and sound reasoning,” said Gooch, noting Landy’s track record in establishing favorable financing with Fannie Mae and Freddie Mac. “His efforts have also resulted in the first updates to the FHA Title I Manufactured Home Loan Program in more than 40 years.”

rvnews.com

2/2/22 10:50 AM

UHM

UMH Properties, Inc. congratulates its Founder and Chairman

Eugene W. Landy on his induction into the RV/MH Hall of Fame, Class of 2022. The Company thanks him for his tireless dedication to the manufactured housing industry and UMH, a provider of affordable housing, for over five decades.

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Feature > 2022 RV/MH HALL OF FAME INDUCTEES

Reaction to Being Inducted:

“I’ve had the pleasure of knowing and working with many of the great manufactured housing companies since the 1960s, so I’m extremely proud to be inducted into the RV/MH Hall of Fame.” In addition, Landy spearheaded a significant government policy change. The revision increased allowable rental homes within a community from 6% to 60%, creating more affordable housing options. Landy said the policy change drastically reduced certain ownership and operational costs, while vastly improving consumer financial terms—savings passed down to the customer. “Our product prior to that advancement cost 40% to 50% less than sitebuilt apartments, but the financing cost 50% more, so it was a wash,” he said. “Now that the financing is on equal footing, the true financial benefit can be realized by the customer.” Though Landy developed the UMH Properties Rental Home Program more than a half-century ago, today the program provides 8,700 rental units and mitigates affordable housing shortages by offering quality manufactured housing at an average rental rate of $820 per month. By comparison, apartment industry competitors’ average rental rate is more than $1,200 per month. “It is incredibly rewarding to know UMH is a pioneer in reducing housing costs and increasing availability; that is something I am extremely proud of,” said Landy.

Company Affiliation/ Current Position:

Founder and Chairman of the Board at UMH Properties, Inc. Years in the Industry:

Past Company Employment:

Monmouth Real Estate Investment

RV News | February 2022

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Colleague and fellow RV/MH Hall of Fame inductee Christine Lindsey highlighted Landy’s early involvement and advocacy in the Real Estate Investment Trust (REIT) industry. REITs provide individual investors, especially small investors, access to large-scale, income-producing real estate. “He has advocated the formation of REITs to create great pools of capital so that the nation can finance manufactured housing properties and other real estate-based activities,” Lindsey said. “Today, REITs are one of the fundamental financial industrials in the United States with over a trillion dollars in assets. The REIT concept has now been adopted worldwide.” Landy said his career remains focused on the 3.4 million affordable housing unit shortage the U.S. faces today. “I want people to go to bed at night confident they can make their monthly payment at 30% of their salary, or less, and have enough money left over for everything else in life, like food, clothes, schoolbooks and recreation,” he said. From factory workers to teachers, “It’s about making their paychecks count for them.”

Notable Achievements and Contributions:

+ Recognized as a pioneer and founder of the Real Estate Investment Trust (REIT) industry + Worked to lead the first updates in more than 40 years to the FHA Title I Manufactured Home Loan Program + Participated in HUD-sponsored Inaugural Innovative Housing Showcase + Served as member of Board of Governors of the National Association of Real Estate Investment Trusts + Served as past President of the Northeast Association of Small Business Investment Companies + Served as past Director of the National Association of Small Business + Worked with Manufactured Housing Institute (MHI) to address federal, state and local government regulations Awards and Honors:

+ Recipient of dozens of MHI awards, including Community Operator of the Year, Retail Sales Center of the Year, Land-Lease Community of the Year and Interior Design of the Year rvnews.com

2/2/22 10:50 AM

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Dealer Profile > RICHARDSON’S RV

Noah Brewster, Richardson’s RV Centers corporate general manager, joined the dealership ﬁve years ago. 46

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California on My Mind Richardson’s RV doubled its size and number of locations in five short years, becoming a top Jayco Type C dealer. A new store is slated to open in April. By RV News Staff | Photos by Pink Heart Photography

ulti-site businesses often face unique challenges. With operations spread across several locations, communication channels are more prone to static. Employees may find themselves working from the same company playbook, but not exactly the same page. Staff at California-based Richardson’s RV Centers credit the dealership’s growth in the Golden State to fluid dialogue with RV manufacturers and a dedicated, team-oriented approach to customer service. Founded in 1985 by brothers Steve and Mark Richardson, Richardson’s RV started with three locations and expanded to six in five years. The pair plan to open a seventh location in April, solidifying the dealership’s position as one of California’s largest dealer chains. Though operational development happened quickly in the first halfdecade, exponential growth took time.

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Recent expansion required input from newly recruited experts to move the business forward. Noah Brewster, corporate general manager, was one such instrumental outside force the Richardsons tapped to lend a hand. Hired in 2017, Brewster had 22 years of prior industry experience working in nearly every dealership employee position—including five years running his own business as a general principle. He said when he came on board, he quickly handpicked several colleagues to join the team. His choices targeted professionals who shared similar visions of methods to grow Richardson’s RV. Next came an operational improvement game plan. According to Brewster, sustainable growth required providing enhanced employee training for all staff and departments. “I put an emphasis on product training—going out and teaching the guys the features and benefits of every February 2022 | RV News

2/2/22 9:59 AM

Dealer Profile > RICHARDSON’S RV

Richardson’s RV’s Colton, California, lot is 7 acres. The Colton dealership is among six that Richardson’s RV owns. product they are recommending to the customer,” he said. Enhanced product training included educating employees on how to critically compare different RV brands. He said this effort led to the best quality products being sold at company locations. Studying nearby competitors also proved critical to improving Richardson’s RV, Brewster said. The training investments have given Richardson’s RV a competitive advantage, he said, when employees engage customers walking through the door or when they follow up with buyers after a purchase. Follow-up communications include periodic calls to gauge customer satisfaction with the vehicle and to see whether consumers need additional services, upgrades or accessories. Service and Sales

Brewster said the dealership’s service department plays a significant educational role for consumers who buy from the company. “Often, when a customer brings a unit in for service, it is to fi x something under warranty,” he said. “But they don’t know about all the different things they can either add to the coach to make the RV experience better and/ or maintain the unit so it won’t fail over time.” Brewster said the industry’s recent wave of new buyers places additional pressure on education and product awareness. Alerting customers to important routine maintenance such as oil changes and tune-ups is crucial to ensuring they have a positive RVing experience. Offering practical 48

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aftermarket accessories like solar panels or power chargers (to keep batteries fully charged on long trips) helps, too. “If you just take the time to walk the coach with the consumer and listen to them a bit, it gives you the ability to then present follow-up questions once you have heard what their needs are,” Brewster said.

We want to make sure we are doing everything we can for our frontline people to take care of our consumers because they’re the lifeblood of our business.” – Noah Brewster

Promotion Opportunities

Richardson’s RV’s dedication to better training and attentive customer service spurred dealership location expansion. Gross sales climbed from $85 million to more than $200 million in the past five years. Across all six locations, the dealership has more than 60 service bays, 950 RVs in inventory and roughly 250 employees on staff. Brewster said the company’s indoor showrooms are among the best facilities in southern California. He cited the dealership’s Colton location, where

a 120,000-square-foot showroom sits on a 7-acre lot. The Temecula location has grown to 10 times its original size during the past five years. The company’s corporate headquarters in Menifee resides on a 12-acre lot. While the business originally enlisted outside management to accomplish its growth and improvements, today the dealership focuses more on promoting employees internally. The expansion created more (and new) employee positions, enabling existing staff to climb the career ladder while retaining the company’s fine-tuned culture and proven best practices. Brewster said leadership does not promote based on any traditional or generic corporate structure, where employees hang on to a career ladder rung expecting to inevitably reach the next. Rather, upper management promotes staff members who possess the attitude, character and drive necessary to grow the business— no matter their starting position. Richardson’s RV prefers employees who have a genuine interest in the RV industry, and who desire to grow within it. “The more we teach and train and promote from within, the stronger our staff is,” Brewster said, “because we aren’t hiring someone from the outside who doesn’t know our systems.” Small RVs, Big Success

Type C motorhomes, specifically those built by Jayco, helped drive the dealership’s recent growth and continue to be a primary revenue source. Brewster said the small RVs’ rvnews.com

2/2/22 9:59 AM

Receptionist Michelle Olsen is the first face consumers see when they walk in the door at Richardson’s RV’s Colton location.

Parts Manager Enrique Pantoja checks on parts inventory.

Warranty Administrator Lily Kristinat checks emails at her desk.

(L to R) Salesmen David Salem and Josh Fittante discuss an internet sales lead. rvnews.com

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Shop Foreman Scott Johnson tests a battery’s voltage.

Finance Director Shannon Porter reviews a consumer loan application for accuracy.

Steve Austin is one of two sales managers at the Colton dealership. February 2022 | RV News

2/2/22 11:44 AM

Dealer Profile > RICHARDSON’S RV

Richardson’s RV’s Colton indoor showroom measures 120,000 square feet.

Richardon’s RV’s motorhome sales, particularly in Type B and Type C coaches, grew rapidly in recent years.

Richardson’s RV’s six dealerships display a total of about 950 RVs.

Pantoja restocks levelers in Richardson’s RV’s retail store. 50

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(L to R) Service technician Adam Johnson and Pantoja search the computer system for a part.

A display featuring RV floor mats occupies the center of the Colton location’s retail store. rvnews.com

2/2/22 9:59 AM

Richardson’s RV’s close relationship with Jayco helped sales more than double in the past ﬁve years. popularity ramped up right around the time he joined the company. While the dealership has seen success with towables, Brewster saw promise in adding other RV categories. He and the Richardson brothers discussed how best to capitalize on the Type C segment. The trio said selling the small motorhomes presented an opportunity to target new buyers who sought an “all-in-one” RV package. “Families buy towables, but they usually don’t have a tow vehicle,” Brewster said. “If they have to buy a truck and trailer, it will cost almost as much as an entry-level Class C.” Focusing on the entry-level segment required the dealership to increase its supply of 22- to 26-foot models, rather than heavily stocking the typical 28- to 29-foot. To ramp up the company’s vehicle inventory, Richardson’s RV needed a manufacturing partner. Jayco appointed new leadership at about the same time Brewster joined the dealership. The manufacturer was interested in expanding its targeted consumer demographics by providing new vehicle offerings. Brewster said Ken Walters, Jayco’s president, was receptive to the dealership’s ideas. “The first time we met, it was a great discussion about getting more rvnews.com

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Fittante prepares to take a consumer inside a Jayco Type A Precept motorhome. February 2022 | RV News

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Dealer Profile > RICHARDSON’S RV of an entry-level Class C offering with smaller units,” Brewster said. “Jayco jumped on it and came up with the entry-level Redhawk.” From there, the manufacturer began building more inexpensive RVs and helped Richardson’s RV be aggressive on pricing to entice more buyers into the small motorhomes. Brewster said the dealership’s Type C sales have grown 230% over the past five years. Big enough to accommodate a family, an entry-level Type C motorhome offers RV newcomers a less intimidating driving and handling experience. Brewster said the 22-foot models are not much different from driving a small U-Haul truck, so the learning curve is much less steep compared with driving and pulling a travel trailer. To maximize driver confidence, Richardson’s RV makes sure new Type C buyers perform a test drive before leaving the dealership with a new vehicle. Brewster said salespeople will not let customers buy the unit without one. “Most drivers are a lot less nervous when there is a seasoned salesperson along with them for the ride,” he said. “They realize it is not that hard, and they get a chance to listen for any sounds, feel for any pulls or discover any other issues with the vehicle before they buy it.” At Richardson’s RV, Type B demand is growing into a similarly important profit center. Brewster said the business started selling more Roadtrek Type B vans in the last few years, and Jayco’s partnership added other Type B options to the dealership’s lineup. “There are only a handful of dealers selling Jayco Swift Class Bs right now because of supply constraints, and we are one of them,” he said. “In fact, it is such a well-built product and so popular, we cannot keep them in stock.” Brewster said Type B customers skew toward young or retired couples because the RVs lack the interior space larger travel groups or families prefer. Weekend warriors, surfers, mountaineers and hikers all flock to the 52

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dealership for these practical homeon-the-road solutions, he said. Because Type Bs can fit in small lots, most buyers park them in their driveway when not enjoying a weekend getaway. In the last 13 months, Brewster said the dealership saw a 62% growth in Type B sales. Customer Compatibility

Brewster likens the dynamic on the sales floor to that in real estate. He said the business encourages salespeople to talk with customers about the many different floorplans available and to focus on which model feels the most like home.

The first time we met, it was a great discussion about getting more of an entry-level Class C offering with smaller units. Jayco jumped on it and came up with the entry-level Redhawk.” – Noah Brewster

“We are one of the more informative California dealerships about the products we sell,” he said. “That works better for us, rather than being a ‘you have to buy this unit at all costs’ type of business. “You have to engage customers based on what they want,” he said. According to Brewster, a customer’s lifestyle must be compatible with the prospective RV. He said Richardson’s RV will accept a lower margin, when necessary, to ensure a happy vehicle/ consumer match. The dealership’s sales culture also avoids an isolated strategy, where upper management simply orders then disappears most of the day. Instead, Brewster said sales managers work directly with the sales team and customers on the sales floor.

“When salespeople see they have a manager who is willing to stand shoulder-to-shoulder with them and help them with a customer, they are more likely to buy into our sales culture,” he said. The objective, he said, is to create a true sales team, in which every dealership employee strives to meet sales goals, take better care of customers and maintain the business’s positive image. Practicing what he preaches, Brewster travels daily to each dealer location. He walks the sales floor, chatting with employees, assessing current business conditions and determining whether staff members need anything to serve customers more effectively. In addition to a cooperative dynamic between managers and employees, Richardson’s RV positions sales desks on the sales floor. The layout eschews how many sales departments are set up, where customers are led to a back office to finalize deals, often in a high-pressure environment. Brewster said the dealership’s approach creates a more open and inviting atmosphere. Individually, the culture changes make small, positive, differences in daily operations; collectively, they continue to pay off in a big way, he said. Looking Ahead

Brewster said the business is excited to open its seventh dealership this spring in Beaumont, California. Temporary sales will begin when the new property opens in April 2022, followed by renovations to give the site a similar look to other Richardson’s RV locations. The new 5-acre lot will have 10 service bays and employ 50 to 60 people. While a large undertaking, the Beaumont dealership is not the company’s final step. Brewster said Richardson’s RV is always considering new spaces in the Golden State. He advises fellow dealers who may also be considering expansion focus on hiring suitable personnel. Property and location are crucial, he said, but without the right staff, success is never a guarantee. rvnews.com

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Feature > AFTERMARKET SUPPLIER

Roadmaster’s new Exact Center steering stabilizer is scheduled to be released for motorhomes this spring. Its initial launch will be for Jeep vehicles.

Steady as She Goes Roadmaster’s new steering stabilizer uses gas struts’ pressurized force to improve motorhome handling and control. By Juliette Rule | Photos by Ariane Kunze

umerous products on the market have one primary function: improving motorhome handling. Sway bars, track bars, torsion bars, steering stabilizers and shock absorbers are among the many motorhome handling-improvement options available to consumers. Vancouver, Washington-based Roadmaster Inc.’s newest product, a steering stabilizer called Exact Center, changes the way steering stabilizers work. According to company Vice President David Robinson, Exact Center uses force applied by gas struts, rather than coiled springs, to provide an immediate and dramatic improvement in handling, control and steering comfort while reducing driver fatigue. “The general impact of Exact Center is a stable, confident ride,” National Sales Director Eric Jason said.

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Force Impact

Traditionally, steering stabilizers were sophisticated shock absorbers, Robinson said. For additional “return to center,” assistance, most steering stabilizers also incorporate a large coiled spring over the top of the shock.

For us to to take on a new product in the same wheelhouse, it just has to be a lot better. So, it is. It is just a lot better.” – Eric Jason

Exact Center is not a shock, nor does it use or need a coiled spring. Instead, the product applies force to the towed vehicle by using two opposing gas struts. Because the gas struts are

proactively applying significant force, they prevent movement from center, proactively stopping poor handling characteristics before they begin. So, whether the vehicle experiences death wobble or consumers simply want to improve a vehicle’s handling, Robinson said Exact Center provides a tight, sports-car-like feel. The better handling limits white-knuckle driving, he said. Roadmaster executives say drivers will experience dramatic improvement in handling and control of vehicles— including most motorhomes, Jeeps and trucks—equipped with Exact Center. Driving long distances will be easier, Jason said. “When you are steering and being pushed around by wind or big rigs, you will be able to turn and steer into corners with much more confidence while lightly holding the wheel,” he said. “You will still have control.” rvnews.com

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Developing an Invention

Central to Roadmaster’s business operations is in-house, hands-on manufacturing. A customer-turnedinventor pitched the Exact Center idea to Roadmaster executives, albeit under a different product name. “That’s often how new products come our way,” Jason said. “We met, wrote up something on a napkin and shook on it.” The inventor remains a regular contributor to the planning and manufacturing processes. Roadmaster tweaked the design, developing several versions of Exact Center and corresponding mounting brackets along the way. Robinson said Roadmaster began with a working prototype then evolved Exact Center to meet the supplier’s intense quality standards while also enabling the company’s mass production process. Product development kicked into high gear in the summer of 2020. “Th is has been years in the making,” Jason said. “Exact Center is our long play.” Developing Exact Center was no small commitment. Roadmaster created the new steering stabilizer despite competition in the category from its own Reflex-branded product. “For us to to take on a new product in the same wheelhouse, it just has to be a lot better,” Jason said. “So, it is. It is just a lot better. We have changed the expectation for Jeep drivers and motorhome owners with this.” Exact Center fits any motorhome with a traditional steering gearbox, but not vehicles with rack-and-pinion steering or independent front suspension. Being slightly longer than a conventional stabilizer, Exact Center requires model-specific bracket mounts. Although a third party manufactures the gas struts—Robinson said finding a supplier with expertise made more sense than having Roadmaster learn the process from scratch—Roadmaster builds the rvnews.com

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David Robinson, Roadmaster vice president, holds the supplier’s newest product, the Exact Center steering stabilizer.

Installing an Exact Center steering stabilizer takes about 30 minutes and requires model-speciﬁc bracket mounts. February 2022 | RV News

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Feature > AFTERMARKET SUPPLIER bracket mounts in Vancouver and pressurizes the gas struts. The first mounts will be manufactured for the RV industry’s most prevalent motorhome chassis, the Ford F-53. Installation is easy, Jason said. “It takes about 30 minutes and some hand tools,” he said. “It requires very limited technical know-how… It is right up front and easy to bolt on.” Jason said Exact Center can help couples who RV together. He said one RVer often is the driver and the other a passenger. Exact Center’s ability to improve motorhome handling might encourage both people to take a turn in the captain’s seat, he said.

Death to the Wobble

Shiane Oerding, Roadmaster suspension solutions lead, assembles an Exact Center bolt kit.

Abraham Serbellon, production manager, grinds down an Exact Center bracket mount.

Death wobble has been described as terrifying and, for the uninitiated, a discomforting driving experience. Death wobble occurs without warning. Death wobble causes the steering wheel to shake violently, and the rapid oscillation of steering components whips a Jeep, SUV or truck side to side. The event is rare but particularly well-known in the Jeep community. Death wobble can happen at any speed, and reportedly without provocation. Traditionally, the only solution is to slow or stop the vehicle. Exact Center, however, helps eliminate death wobble by proactively

Scott Burnett welds an Exact Center mounting bracket. Propack Feb 22 .33 Ad Approval.indd 1 RV News | February 2022 56

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applying significant force to keep the steering wheel centered. Robinson said, “Other devices ramp up their force as you move away from center, but by then it is too late. The rapid oscillation has already begun.” “We haven’t tested every vehicle made,” he said, “but Exact Center resolved death wobble on everything we’ve encountered.” Real-World Testing

Because Jeeps comprise 40 percent of Roadmaster’s motorhome towed-behind-vehicle market, Exact Center will first roll out exclusively for Jeep vehicles, Robinson said. The steering stabilizer is scheduled to be available for motorhomes in the spring.

When you are steering and being pushed around by wind or big rigs, you will be able to turn and steer into corners with much more confidence while lightly holding the wheel.”

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Roadmaster put Exact Center through real-world test scenarios before launch. The supplier partnered with key influencers in various forums to perform consumer testing. Testing included rigs with 35-inch tires in mountain conditions and a 500-horsepower Jeep on a track with a professional driver at the wheel. The 4x4 drivers handled rough terrain with “one finger on the wheel,” Jason said. The racer “broke a lot of stuff on the grueling course, but he didn’t break the Exact Center.” As for daily drivers, Jason tested Exact Center by installing the steering stabilizer on colleagues’s vehicles. One Roadmaster employee said she happily drove her bone-stock Jeep for years, but when an early Exact Center rvnews.com

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Feature > AFTERMARKET SUPPLIER

Eric Jason, Roadmaster national sales director, holds an Exact Center steering stabilizer built for Jeep vehicles.

Trevor Swanson, installation manager, inspects an Exact Center installed on a Jeep Wrangler.

Robinson and Swanson perform a ﬁnal quality check on an Exact Center installation. 58

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version was installed, she said she was impressed. “She immediately noticed how crisp the steering was,” Jason said, “and she absolutely lost it when we took it off for a couple of days.” Roadmaster shortly thereafter installed the next Exact Center iteration on her Jeep. Exact Center and the mounting brackets have an estimated $500 MSRP. Exact Center for Type C and Type B RVs will run about $600 while Type A motorhomes and buses will land near $700. Jason said he is confident supply will keep up with demand, in part because Roadmaster is bringing a new manufacturing plant online in Portland, Oregon. The facility is slated to be operational in a few months and will include CNC machines, a powder coat line, plasma cutting tables, laser tables and welding booths. Robinson said the extra capacity will help “tremendously” with all Roadmaster’s product lines. rvnews.com

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Profile > AFTERMARKET SUPPLIER

A Creative Citrus Twist Walex ramped up fresh product development and may release as many as four new products in 2022. Its first new product offering has already hit the RV market. By RV News Staff

alex makes 13 products directed at the RV and marine markets, plus dozens more for commercial sanitation sectors. Still, the supplier is constantly working to create others. At Walex, new product development is a never-ending endeavor. As Nasdaq CEO Adena Friedman once said, “New products are the lifeblood of company growth.” “It is important and something we strive to do,” Walex Sales Manager Tony Butler said. “It is a challenge to try and figure out what new products will be well received in the RV industry.” Walex chemists recently created a new odor absorber, which became available at the end of 2021. Other offerings are on the way, with two to three new products still under development. Butler expects at least one new product to be released in Q3, 2022, likely in September.

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“We are optimistic and hopeful they will be popular and something that RVers and dealerships see the potential in,” he said. “It is not easy to come up with these products. You go for it and try to be as strategic and smart as possible.”

You are always hopeful you’ve done all the research and proper development to ensure a new product is a hit. We found out this product is a smash out of the ballpark.” – Tony Butler

The Latest

The latest Walex product is the Exodor Odor Absorber featuring the “orange twist” fragrance—a response to dealer feedback for the new scent, Butler said. Previously, the odor absorber was available only in a lavender version. The odor absorber is a gel product infused with a charcoal layer. The charcoal gel absorbs odors including stagnant air, smoke and mustiness when RVs are in storage. The orange fragrance lasts up to 60 days. A solitary product handles spaces up to 300 square feet. “It is what I use in my office, what we use in our bathroom here at the office,” Butler said. “It gives you something nice and refreshing, but not at all overwhelming.” Canadian dealers primarily made the first requests for an orangescented product. Butler said dealers suggested an orange fragrance like the company’s Ovation air freshener would be well liked by consumers. rvnews.com

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Walex chemists (L to R) Bryan Spraul and Thomas Siden created formulas for the supplier’s Exodor Odor Absorber products.

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February 2022 | RV News

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Profile > AFTERMARKET SUPPLIER

Tony Butler (R), Walex sales manager, lets consumers smell the Exodor Odor Absorber orange twist fragrance at the General RV booth at the 2022 Tampa SuperShow.

Walex introduced its Bio-Pak holding tank deodorizers in 2020.

Siden simulates a procedure in the Walex research and development lab. Walex’s research and development team uses testing procedures such as this to develop new products and improve existing ones. 62

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Walex’s Elemonate built on the company’s Porta-Pak holding tank deodorizer. Elemonate uses Porta-Pak’s odor-control formula and added enzymes to dissolve grease and break up fat and food particles. The Exodor Odor Absorber fragrance differs slightly from Walex’s Ovation orange scent, Butler said. The company created the Exodor using the orange twist fragrance found in its Porta-Por liquid holding tank treatment. “People love that fragrance,” he said. “So instead of doing the exact same fragrance as the orange used in Ovation, we did a slight deviation for the orange twist Exodor Odor Absorber. It has been very well received and has really taken off.” Follow the Science

Bryan Spraul, one of two full-time chemists, joined Walex in October 2018. Spraul and Thomas Siden work in the lab creating the supplier’s products. “They are very good at what they do. They develop the products we manufacture,” Butler said. “We are extremely fortunate. Not many businesses can say they have two full-time chemists helping them figure out the best fragrances and formulas, which result in some of the best products in the world.” Spraul said, “If somebody has a need, we first make sure it is worthwhile going down that path. If we need a thicker version of a product or a new fragrance for something, those are the kinds of projects we can turn around pretty quickly. Even as we do, though, rvnews.com

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we are always working on something else in the background.” New product development times are typically six to eight months, from the initial conversation between sales and chemists to making the new products available en masse. Determining whether to create fresh products from scratch or tweak an existing one is decided during the initial conversation.

We are extremely fortunate. Not many businesses can say they have two fulltime chemists helping them figure out the best fragrances and formulas, which result in some of the best products in the world.” – Tony Butler

“Our staff is aware of what we have and what we considered in the past,” Spraul said. “We have an extensive products/fragrances library, so we might go through those first to see

whether anything we already have would provide a solution.” When Walex’s library lacks a solution to fit a new demand, Spraul said discussions then pivot to whether creating a product from scratch makes sense. Among the considerations the team evaluates is the new product’s scope/size of its sales prospects—if a large marketplace opportunity with sufficiently high volume and profit margin exists, creating a new product is more likely to move forward. Spraul said the recently released Exodor orange twist product checked all the boxes. The chemists created various lab samples, which were distributed to staff and sales customers for comparison. Spraul said Walex typically uses a “parallel products approach” when gathering feedback. Multiple product samples are offered side by side, rather than what he calls “a shotgun approach,” where chemists create a single version each time and obtain feedback before trying a different one. “We can make a number of samples and different data points and evaluate all of them concurrently,” Spraul said. “Smelling one at a time, independent of each other, is not as useful as smelling all of them at the same time and comparing them.” February 2022 | RV News

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Profile > AFTERMARKET SUPPLIER

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Walex times new product releases to display at distributor trade shows beginning in the fall. Dealer Feedback

Once a product gets through development, Walex then conducts testing. Company representatives from Tom Manning & Associates and Foster & 574-264-3437 | EQSYSTEMS.US Associates take the new product to North American dealers for feedback. “It seems to me that if you can Days Corp Sixth Feb 22 Ad Approval.indd 1 1/25/22 6:35 PM launch by actually engaging the dealer and have them smell it in person, ultimately the dealer becomes an advocate for your product in their stores,” Butler said. “If they like your product, it will sell. If they can’t smell it or try it, you get a different result; you may miss a whole season of sales. So, we like to launch our products just before the first trade show.” Butler said he learned the overwhelming value of feedback when he owned a retail business. At the business, he entertained numerous sales representatives, who pitched Butler often on new products, hoping to gain his valuable retail shelf/rack space. “You have a lot of different products out there,” he said. “You have to believe in the product. You have to believe in the company, and you have to believe in the sales reps that service them. I think relationships are the key to successful product launches—as important as the products themselves being good.” The relationships manufacturers’ reps have with retail is vital to Walex’s plans, Butler said. Reps have

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conversations with parts directors, managers and service personnel every time they visit a dealership. “It is important for reps to listen to what they have to say and relay that information back to us. It helps us stay confident in what we’re developing,” he said. “You are always hopeful you’ve done all the research and proper development to ensure a new product is a hit. We found out this product is a smash out of the ballpark. It has been very well received by all the distributors and dealerships so far.”

We can make a number of samples and different data points and evaluate all of them concurrently.” – Bryan Spraul

Cross Promotion

Dealer conversations also led Walex to introducing a non-RV-related product into RV dealerships. Beginning last spring, the company began selling its Bio-Active Septic Tank Treatment through RV retail stores. The bacteria and enzymes in the commercialgrade septic tank treatment are not RV holding tank compatible. rvnews.com

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Butler said introducing a commercial product to RV dealerships recently created new impulse buying opportunities. Dealers can encourage retail shoppers buying holding tank treatments or cleaning products to purchase home septic tank treatments sporting the RV brand consumers know and trust, he said. “Most RVers live in rural areas and use residential septic tank systems,” Butler said. “Some consumers may not even know you are supposed to treat your home septic systems with some sort of bacteria-based product to break down waste, paper buildup and greasy fats. I thought it would be a great impulse buying opportunity for an RV dealership to have that product alongside toilet drop-ins or RV holding tank drop-ins. It would be just another item creating sales, instead of having them buy it online.” Septic Tank Treatment sales grew at RV retailers over the past nine months as a result. Butler said talking in person to retailers about the upsell opportunity helped orders and sales increase since the fall. “We saw quite a few more sales this fall, which illustrates the potential for an impulse buy,” Butler said. “It is also good just to make sure you are treating your septic system with a trusted product like Walex that already makes holding tank products and distributes products worldwide.” rvnews.com

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Advice > SERVICE MANAGEMENT

The Reason for High RV Repair Event Cycle Times L

ast year was a big one for the RV industry. We saw record sales along with record revenues and increased profits, and, of course, more headaches. The industry set another record, but not the good kind. Repair Event Cycle Times (RECT) were at all-time highs. First, a quick history lesson. In 2018, when IDS was tasked with developing the RECT reports for RVDA, I was excited to be able to quantify the averages and provide information that could have a major impact on the industry. Looking back at the numbers in 2018, we can see why improving cycle times garnered so much interest. The average 2018 RECT was just under four weeks, at 27 days. For warranty-claim issues, repair times averaged 37 days, and when a part was out-of-stock, cycle times increased to an incredibly long 53-day average.

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For comparison, when no warranty was involved and all parts were in stock, the average RECT was 16 days. So, a warranty claim added 21 days, and an out-of-stock part added 37 days. In 2018, intense industry momentum pushed to improve RECTs. The RV Training Institute was fully funded and tasked with reducing RECT. RV manufacturers teamed up with suppliers to expedite parts fulfillment, and dealers looked more closely at their processes and procedures. The extra effort’s impact was apparent in the subsequent numbers. By the end of 2019, the RECT average stabilized, and out-ofstock parts RECT began to improve. RECT improvement continued into early 2020, but then March arrived— and, well, you know what happened. In 2020, RV dealers faced many pandemic-related challenges. Many manufactures were forced to close

early in the pandemic. Dealers quickly saw dwindling inventories as demand rose. With community lockdowns and government guidelines restricting access to showrooms and trade shows, many dealers were compelled to invest in new techniques and technologies to interact with prospects and their current customer base. The challenges were so great, RECT may have taken a backseat (or a bunk bed/couch in an RV). From March through May, everyone experienced a pandemic dip in service volume. The country held its collective breath. However, by June 2020, service volume returned to normal but faced severe supply chain and staffing issues. Dealers and RV manufacturers were in survival mode. During the last half of 2020, cycle times began to spike. Times averaged just more than four weeks, at 29 days. Warranty-related

RECT averages were up to 41 days, and out-of-stock-parts-related RECT averages jumped to 59 days. When no warranty claim was involved and all parts were in stock, the 2020 RECT average stood at just 17 days. A warranty claim added 24 days, and an out-of-stock part added 43 days. December was the worst month of the year, with cycle times averaging 44 days. Meanwhile, warranty RECT increased to 58 days, and out-of-stock RECT soared to 79 days.

RECT in 2021

Last year ended with more than 600,000 new RVs shipped to dealerships—a 19% increase over the previous record set in 2017. The final number was an almost 40% increase over 2020 wholesale shipment numbers. As expected, service volumes grew with more RVs on the road. In the spring of 2021, consumers with RVs in the shop rose by more than 10% over the previous year’s total. Total RVs waiting for service continued at above the annual average for the remainder of the year. The service volume increase, along with ongoing RV technician shortages and supply chain challenges, detrimentally impacted RECT. The average 2021 repair cycle time was 34 days (7 days more than 2018). Warranty-related RECT increased to 48 days (11 days more than 2018). Out-of-stock-part-related RECT soared to 75 days (22 days more than 2018). When there was no warranty claim and all parts were in stock, the average RECT was 19 days. A warranty claim added 29 days to the average RECT, and an out-ofstock part added 56 days. December was once again the worst month of rvnews.com

2/2/22 10:00 AM

the year, with cycle times averaging 50 days. RVs with a warranty-claim service issue increased RECT to 65 days, and out-of-stock-part-related RECT was 93 days. Getting an RV fixed in 2021, on average, took twice as long as in 2018. Oh, how I miss the good-old days. The percentage of customers affected by these two main bottlenecks have seasonal ups and downs but remained constant during the last four years. On average, 43% of all service work orders include warranty claims, and 22% have at least one out-of-stock part. These percentages are the only constant factor regarding RECT.

Where Do We Go from Here?

So, what can you do? Have you heard the phrase, “You can’t manage what you don’t measure”? If you are not tracking your business’s RECTs, now is the time to start.

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Detail and record your cycle times and how warranty claims and out-of-stock parts affect them. Do not stop there. To determine areas needing improvement, look at individual components having the biggest impact on your RECT. When examining work orders with out-of-stock parts, contemplate the three main components that historically inﬂuence RECT: • Identification days: The length of time to identify and order all parts needed for the repair. • Lead time days: The length of time to receive all ordered parts. • Repair wait days: The length of time after receiving the part to complete the repairs. When reviewing work orders with warranty claims, the three main components to track are: • Start days: The length of time to start the last aspect of the job. • Job days: The length of time to

complete all jobs related to the warranty claim. • Delivery days: The length of time to complete the work order and return the vehicle to the consumer after all repairs are finished. By tracking these key performance indicators, you will have a better understanding of how warranty claims and out-of-stock

parts impact your RECT, as well as having a better idea of how to improve your cycle times and address specific service delays. Tracking your statistics enables you to then determine if any procedural changes are having the desired effect. Your data is gold—mine it often.

Don Miller Senior Data Consultant, Constellation Dealer Group

Don Miller is a senior data consultant at Constellation Dealer Group. With more than 30 years of experience in the industry, Miller provides training, consulting and analytical services to dealerships. He specializes in data analysis and worked extensively to educate dealerships on adopting a data-driven decision model. Miller created the IDS RECT report, an RVDA Chairman’s Service Award-winning report. The report is used globally by dealerships to deliver better customer experiences. 800.769.7425 | ids-astra.com/services/rect

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Advice > F&I MANAGEMENT

Would I Spend $100,000 with Myself Today? B

eing an RV finance and insurance professional can be a daunting task for many people across this nation. Often the first step when starting an F&I career in an RV dealership is managing oneself or a team and learning to test one’s skills. As this is the first 2022 training column from Brown & Brown Insurance, Dealer Services Division, we want to tackle some concerns and uneasiness an F&I manager may experience.

manager a simple question, “Mr. or Mrs. Business Manager, when you walked into work this morning and stepped into your office, would you spend $100,000 of your hardearned money in this office today?” This is a first impression question that, if you cannot emphatically answer yes, signals a change is immediately necessary. That is why first impressions are so important. When customers meet us, the look and feel of our office is the

goes a long way to making them feel comfortable and confident with you, your office, the dealership and their new RV purchase.

Atmosphere

It is important to remember, RVs are a large investment, so consumers should consider our offices more like a banker’s office than what consumers may have expected in that first encounter. Posters and brochures lining your office walls

Managing Yourself

You must evaluate how you will be perceived, in nature and appearance, by your customers and team. When we were children and young adults, our parents told us first impressions are particularly important. I remember my mother saying, “You never get a second chance to make a first impression.” A first date is an excellent example of a situation where we want to make a good impression. Imagine for a minute your initial encounter with a new RV owner entering your office as if it were a first date. What can you do as an F&I professional to make that experience easy and pleasurable for the consumer? How can you ensure your effort will result in a positive transaction with that customer? Science News had this to say about first-date impressions: “We find the high stakes of first dates require would-be partners to make and interpret first impressions. But can we rely on these first impressions to accurately assess someone’s personality? According to researchers from McGill University, the answer is yes, although it may be more difficult than in more casual settings.”

First Impression

During training with any new F&I professional, we ask the F&I 68

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first thing they notice. If customers see other customers’ paperwork strewn across your desk or peeking out of file folders on your office shelving, they may assume you are not trustworthy with nor respect others’ personal information. A clean and orderly desk and credenza show a customer you are a neat and orderly professional. Their personal information is secure and will be treated with the utmost care. Federal law requires you to protect customers’ personal information. Protecting any person’s private or personal information is also common sense. An organized office shows consumers you are a professional trustworthy to handle their private and personal information. This effort

may hint to customers about the product and coverages you offer but may not be what you want to convey in an initial encounter. A new RV owner sitting in your office for the first time may feel intimated and become uncomfortable, fearing they will be pressured into buying something over and above their new RV. I believe F&I offices decorated with décor showing pictures of camping scenes, national parks or Go RVing lifestyle posters are more appropriate. They make a better first impression, enabling customers to feel relaxed with you and their surroundings. After all, camping is why they are purchasing a new RV!

Some years ago, when helping me decorate my own office, my wonderful wife introduced me to a store called Hobby Lobby. Consider a quick trip to a craft store like Hobby Lobby to gather some simple RVing decorations. This decision can be priceless. The simple touches can change an F&I office’s appearance and completely alter customers’ first impressions. Embrace the RV lifestyle.

Psychology of Color

Can my wall color and artwork inﬂuence how a customer feels in my office? They can. “Human brains are wired to experience light as an indicator of time of day, and as such, a kind of barometer for how focused or laid back we should be,” said Ben Hamley, future of work lead at JLL Asia Pacific. Shades of blue help instill a calmer, more relaxed time of day—based on how much light is outside—and give your office a sense of relaxation. Offices shaded red, a more intense color, may remind them of a stop sign or negative feelings. Negative vibes may prevent customers from unwinding and relaxing in your office. Therefore, the color of your office can profoundly change how customers behave and react to you as a business manager as you offer them ancillary protection plans.

Cleanliness

This should go without saying: Keep your office clean. If you knew how many offices I have gone through in just the last year that were dusty, grimy and had food crumbs everywhere, you would understand why I believe this must be said. A clean office is vacuumed or has polished ﬂoors. All shelves are dusted. Using an actual cleanser on rvnews.com

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your desk and other simple maintenance will make people feel more comfortable with you as a trusted F&I professional. Keeping your office in excellent order indicates you will also take great care with a financial transaction’s details. When I visit dealerships, I make a point to quickly visually inspect the F&I office to make a mental checklist of each point mentioned in this article. You should do the same when you arrive at work and walk into your work environment.

Appearance

After making your office inviting, think about how to make yourself pleasing and open to the customer. Consider the clothes you wear and even the color of your shirts. Wearing more neutral, green or blue tones likely makes us more appealing during a first impression. If we wear a suit in a more casual atmosphere, we may appear overdressed for RV customers, which may be a bit intimidating. We always want to look professional. Make sure your work attire matches the RV lifestyle and your dealership’s uniform or dress requirements. A little attention and consideration to your appearance can make an enormous difference in customers’ reactions when meeting you.

Changes Grow Sales

The first step on the road to being an industry-leading F&I professional starts with you, your office, your appearance and what you wear. Having a clean and organized office, protecting customers’ personal information, and providing a comfortable office atmosphere is essential to creating a positive first “date-like” impression and experience for your clientele. Through the many years of working with F&I professionals nationwide, we have seen many F&I office transformations result in as much as a 3% to 4% increase in average F&I revenue. When you implement change to create better first impressions, sales grow. Look around and consider how your office’s appearance and organization as well as your clothing can alter the customer experience. An excellent first impression is truly the first step to creating a wonderful F&I experience for customers, and a profitable F&I experience for your business. Remember, when you walk into your office at work tomorrow morning, ask yourself, “Would I spend $100,000 with myself today?” Be honest with your answer and evaluate if things need to change.

Shawn Moran National RV and Marine Training Director, Brown & Brown Insurance

Shawn Moran is the national RV and marine training director with Brown & Brown Insurance, Dealer Services Division. He started his career in 2002 as a business manager at an automotive dealership in upstate New York. In 2003, Moran became a successful finance director for a multilocation RV and marine dealership. In November 2008, he opened his agency, F&I Consulting Unlimited, where he quickly became known for his work ethic and knowledge of the RV industry. In July 2013, Brown & Brown bought the agency, creating the largest RV master general agency in the country. Moran provides personalized ﬁnance training to RV business managers. He conducts numerous weekly training sessions with small and large RV groups. 518.456.5948 | Shawn.Moran@BBrown.com rvnews.com

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Advice > MERCHANDISING

Spring Brings New Opportunities T

ypically, when I write during springtime, I mention all the trite sayings about spring: spring cleaning, spring is a time for rebirth and renewal. Although I still subscribe to that notion, I am taking a slightly different spin this time. Let’s do a remix!

Change, Update, Level Up

As an advocate for parts and accessories operations, I have to say that the first quarter is an ideal time to review and assess all sales ﬂoor aspects, especially the product mix to identify any opportunities to enhance your current merchandise selection—and presentation. Knowing which SKUs are contributing to your bottom line and which are not worth the real estate they take up on the shelf is important. Next, performing the same analysis at a category level to discover which categories are growing and which are declining is crucial as well. We know the product life cycle has four steps: introduction, growth, maturity and decline. Some products move through the process faster than others. You should combine your knowledge of OEM trends, industry changes and legislative concerns with empirical data to make decisions about your parts and accessories inventory. New items’ importance in a customer-facing establishment cannot be overstated. Remember, successful retailing is dynamic in nature and constantly changing. Why? Because consumer behavior demands it. New products add interest and excitement to the customer’s shopping experience, and offering the latest items is a truly essential strategy for engaging the customer. One of the godfathers of modern merchandising, Paco Underhill, goes to the human anthropology book to explain the phenomenon. He teaches us human shopping 70

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behavior derives from humanity’s early hunter-gatherer days. Some of us, more than others, love to browse, browse, browse…no matter how long it takes to find exactly what we need, while picking up a few “want” items along the way. Consider the concept of thrifting, where people spend hours and hours in second-hand stores to find treasures and deals. Books, blogs, Facebook pages and ofﬂine clubs dedicated to the hobby abound. Thrifting is a big deal. Remember, shopping serves a different purpose for each of us on any given day. According to researchers at the University of Florida, “We shop to relieve stress, celebrate personal accomplishments, as a balm for depression and to make up for life’s little disappointments.” So, what’s new? A quick glimpse through a distributor’s catalog will reveal an assortment of new goodies to add to your retail space. New products might include Go Power! solar products, Curt hitch and towing accessories, Stromberg Carlson leveling supplies and numerous Wi-Fi and connectivity devices from Winegard or King. However, among the current hottest camping trends in America is overlanding.

Follow the Trend

The most commonly asked question about overlanding is, “What is it?” My first impression when I saw a Jeep with a tent attached to the top was, “Wow! People really camp up there? Hmm.” The answer is yes. Rooftop camping is a real trend, and a big, international trend, actually. I find myself struggling to accurately define this movement, so like other writers, I sought the internet’s help. Wikipedia’s overlanding definition is “…self-reliant overland travel to remote destinations where the

journey is the principal goal.” Now, a weekend trip to your local campground or hunting spot and sleeping in a tent does not really qualify as overlanding, but an extended, off-the-beaten trail trip to explore a remote area falls into this category. Overlanding is a form of camping, which I like to think of as a cousin to RVing. Practitioners use Jeeps, vans, pickup trucks and SUVs outfitted with cool tents, awnings and other accessories to create compact homes on wheels. Because overlanders have to cook and take care of other daily personal tasks, a market for overlanding gear emerged. The 2021 GO RVing RV Owner Demographic study found RV ownership has increased more than 62% in the past 20 years and identified several “RV Owner Clusters,” such as adventure seekers and escapists. The study results are proof of some overlap between traditional RVing and off-road camping. The overlanding movement has even grown to have a series of annual expos attracting campers from across the nation. Major 2022 events are scheduled in Arizona, Colorado, Oregon and Virginia. Overlanding is a natural addition to your existing retail toolbox. Adding a targeted display in your showroom, along with a small selection of complementary accessories in your retail space, can attract this customer base.

Consider partnering with a company like The Van Mart in Westminster, California, which specializes in customizing vehicles for overlanding. Perhaps this is a service your dealership can offer. Why would you do that? Growth.

Together We Grow

The RV industry’s prosperity during the past two years of dramatic change is no secret. New and existing RVers perceive RVing as a safe alternative to other travel types. Additionally, thousands of new participants discovered RVing as a great way to spend time with family and enjoy our beautiful country. Outdoor enthusiasts who previously engaged in boating, tent camping, hiking and hunting realize RVing is a complementary activity. Similarly, market research published by the Overland Expo shows key activities participants enjoy include exploring (4%), photography and videography (5%), hunting and shooting (7%), fishing and ﬂy fishing (15%), biking (22%) and hiking (26%). We have a match. When considering the new products you will offer in your retail store in 2022, carefully consider if aligning some portion of your shelf space to this powerful consumer trend has benefits. Remember, customer behaviors demand we change and adapt.

Val Byrd Customer Merchandising Manager, NTP-STAG

Val Byrd is NTP-STAG’s customer merchandising manager. She has worked in the RV aftermarket for the past 20 years and is a leading RV retail expert on store layout/design and aftermarket product display. Previously, she worked in the grocery industry as a retail manager, buyer and promotions manager. 503-570-0171 ext. 2289 | vxbyrd@ntpstag.com rvnews.com

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Care

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simply connects to your shower outlet. By flipping the diverter lever, you recirculate cold water back into the fresh water tank, before it comes out of the showerhead. Once the pipe is clear of cold water, our patented, color-changing temperature indicator will show you in under four seconds that hot water has arrived. Just flip the diverter lever back to the showerhead and hot water will flow.

• No more wasted water - and money - down the drain • RESULTS YOU CAN SEE from patented, color-changing technology • Good for the environment, good for your wallet • The simplest, least expensive, most innovative fresh water saving solution on Earth • BONUS: Fill your fresh water tank from the inside and never step out into bad weather again

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The Best Of Fresh Water & Sanitation In THE BEST OF aftermarket product section this month, we turn our attention to fresh water and sanitation products. The fresh water and sanitation products listed here represent the best aftermarket RV products available within the category to carry in RV retail stores. The variety of available fresh water and sanitation products can be daunting for an inexperienced retail store manager. Innovation and product advances within this segment continue to push legacy products into obsolescence. Changing environmental laws at the state and federal level also impacts the types of products RV consumers can legally use in specific areas. Retail managers need to be aware of the laws and adapt what is available on shelves within this category. As consumers go further off-grid, assisting consumers manage their freshwater supply with water conscience products is more than just smart - it’s profitable. Water filtration is one aspect of mitigating water frustration in faraway places. Nothing sours a camping excursion faster than an RV sanitation situation. Despite this, consumers view sanitation maintenance as a “last on the list” chore. Consumers desire products that make sanitation system care effortless

and as stink-free as possible. Offering these types of products along with expert advice endear customers to your retail store. Many recent RV consumers are unaccustomed to handling septicstyle waste systems. Even consumers who may have a residential septic tank system may not be aware of the nuanced differences between their home’s system and their new RV’s system. Robust merchandising, brochures and pamphlets in the section inform consumers in a way that empowers consumers to self-educate without having embarrassing conversations about the stinky side of camping. It is important to acknowledge how products in this category are must-buy items for all RV consumers. This can be leveraged to increase sales and profit margins. Product placement within the retail store must be carefully considered. Placing products in a location far from the store’s entry doors can drive foot traffic past a host of other impulse-buy items as well as merchandising that encourages other purchases. Adding merchandising at the point of sale can serve as a powerful consumer reminder to grab must-have fresh water and sanitation products before they check out when they may not have gone to that section of the store.

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APRIL Summer Camping Accessories

MAY Jacks, Lifts, Leveling & Ride Control

ProPack Packaging

Kronen Holding Tank Treatment is a formaldehyde-free tank treatment. Waste and tissue are liquified via naturally occurring micro-organisms in the treatment. The treatment is available in liquid or a bag of powder packages, with 10 drop-in treatments to a bag. Liquid treatments are available in 4-ounce six-pack bottles, a 32-ounce container with measure and 64- and 128-ounce bottles. propackpackaging.com

Camco Mfg.

The EVO X2 dual-stage premium RV water filter kit provides fresh, clean water straight from the tap. The dual-stage filtration helps protect against chlorine, bad taste, odors, sediment and bacteria. The first stage includes a 5-micron sediment filter. The second stage contains a 0.5-micron carbon block cartridge. The kit includes two filter canisters, a built-in stand with rubber feet, a 4-foot fresh water hose, a canister wrench, a replaceable 5-micron sediment cartridge and a replaceable 0.5-micron carbon block cartridge. The hose includes a nickelplated brass male fitting and swiveling female fitting to ease setup. camco.net

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The Best Of > FRESH WATER & SANITATION

Valterra Products

The Clog Killer tank wand system breaks up toilet and holding tank clogs. The Clog Killer sends a single downward jet spray into the tank to clear blockages. The system includes flexible tubing compatible with all motorhomes, fifth wheels and travel trailers. The system includes a molded plastic, sure-grip handle with built-in water flow control. The tank wand is 60 inches long. valterra.com

AP Products

3X Chemistry’s Single Shot is a disinfectant, deodorizer and sanitizer. Single Shot eliminates odor-causing bacteria and germs in one application. The fogging aerosol spray keeps RVs, trailers and vehicles odor-free. Single Shot’s misting fog kills mold, mildew and other microorganisms in surfaces, fabrics and ventilation. Single Shot’s two-way valve provides short burst sprays to treat smaller areas. One can treats 6,000 square feet. Single Shot kills MRSA and Influenza A virus. approducts.net

Thetford Corp.

The next generation of the bestselling RV toilet, Aqua-Magic VI, will be released in 2022. The toilet includes a residential SloClose seat and cover, and a foot flush positioned for minimal floor space interference. Mounting bolt slots have been improved to ease installation. The AquaMagic VI has an ADA-compliant 18-inch seat height. thetford.com

Icon Technologies Ltd.

Icon rotomolded tanks are available in numerous sizes and configurations to replace OEM tanks. The tanks are made with one-piece construction with spin-welded plumbing fittings, if applicable. Many configurations come with preinstalled level sensors. Rotomolded tanks are searchable by OEM part numbers to find a match or close match to ease installation. Additional standard sizes and options are available. Fresh and waste tank options are available. icondirect.com

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Walex Products Co., Inc.

Porta-Pak was the RV industry’s first water-soluble drop-in holding tank product. Porta-Pak is formaldehyde-free and biodegradable. The treatments meet California safety standards and contain non-staining colors. Porta-Pak is available in fresh and lavender breeze fragrances, providing odor prevention. Porta-Pak bags include 50 drop-ins. Each drop-in treats five to seven gallons of water. walex.com

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EZ ACCESSORY CARRIER • Accommodates elbows and sewer fittings • Fits 90° sewer fittings • Hose clamps and mounting screws included • 15” long with a 5.5” inner diameter

Dometic

Dometic’s 310 toilet includes a standard slow-close lid and a right-sided flush pedal. The gravity toilet includes a ceramic bowl. The toilet is a standard 18 inches tall. The seat is enameled wood, and the toilet comes in white. Flushes use 1 pint of water per flush. dometic.com

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www.valterra.com

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The Best Of > FRESH WATER & SANITATION

NTP-Stag Private Brands

Century Chemical Corp.

The Aqua Pro 5.5 gallon per minute universal water pump has the most gallons-per-minute capacity in the Aqua Pro line. The water pump has a 60 PSI pressure rating and features an on-demand pressure switch to regulate water ﬂow. Pumps include half-inch NPS male threaded fittings to adapt to various inlet types. The pump includes corrosion-resistant valves, a steel mounting base and thermal breaker protection. Rubber feet on the mounting base dampen vibration. Aqua Pro is self-priming and runs safely dry. aquaproproducts.com

Trademarked in 1967, Travel Jon RV and Marine holding tank deodorizers/cleaners are septic safe. Travel Jon contains no formaldehyde and is biodegradable. Products neutralize odor-causing compounds with a fresh scent. Travel Jon is available in a concentrated liquid formula in 8-ounce, 1-quart, half-gallon and gallon bottles. Other Travel Jon products include Blue Max, a 3-in-1 water-soluble toss-in bowl cleaner, and Waste Digester, an enzyme blend that breaks down waste, paper, grease and tank cake residue. centurychemical.com

Garnet Instruments

The SeeLevel II RV Tank Monitor is available in a variety of configurations to work with most RV holding tanks. Each system is installed using the existing wiring. The monitor provides a digital percentage-full readout on the display. The externally mounted sensors prevent fouling sensor issues. Systems are available to read up to four holding tank configurations. garnetinstruments.com

Aqua View

Showermi$er is a freshwater reclamation system. Showermi$er recirculates cold, unused fresh water back into the fresh water tank before draining. The system extends fresh and gray water tank capacities by as much as 40%. The system includes a color-change ability to alert consumers when hot water arrives at the showerhead. A lever ﬂip starts circulating water. Showermi$er is available for retrofitting. The system includes a Showermi$er unit, a diverter valve, a custom-threaded through wall pipe and a lock nut/washer. aquaviewinc.com/rv/

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Lippert

Lippert’s Floe drain down system is an integrated water draining system that ﬂushes an RV’s entire water system when winterizing or storing an RV when not in use. Floe uses up to 15 psi pressure to push compressed air through RV water lines to ﬂush water out. The Floe is available in two power configurations: 12-volt or 115-volt. It is NSF 61 and UL-verified and approved. The product measures 7.87 x 6.69 x 2.36 inches. It includes a one-year warranty. lippert.com

PAIR WITH SMARTPHONES AND SMART WATCHES! bauerproducts.com/bluetooth

On-The-Go Portable Water Softener

The On-The-Go Portable Water Deionizer uses ion exchange technology to remove solids from the water source. Mineral-free water leaves no spotting after rinsing. The Deionizer produces 450 gallons at 250 parts per million (PPM). In standard use, RVs will achieve 15 rinses before refilling. The Deionizer is 22 inches tall and 9 inches in diameter. It contains 0.5 cubic feet of high-grade, virgin mixed bed resin. The Deionizer includes standard hose connections. Towel drying is unnecessary after washing. portablewaterdi.com

BAUER PRODUCTS

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866-682-2837 www.bauerproducts.com

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The Best Of > FRESH WATER & SANITATION

EcoStrong

EcoStrong’s Holding Tank Treatment is septic safe and non-corrosive. Bio-enzymatic shots use a 2-in-1 formula to liquify black and gray water organic solids and cleans/ dissolves debris. The holding tank treatment uses essential oils and is available in citrus and lavender scents. The treatment is available in 2-ounce concentrated shots, a 17-ounce bottle and a 33-ounce bottle. The holding tank treatment contains no formaldehyde. ecostrong.com

Remco Industries

The 3,200 series self-priming pump is an OEM direct replacement with a standard 3.2-gallon-per-minute, 45 psi shutoff. The 3/4-inch quickattach inlet/outlet comes with fittings included. It is CSA-approved to meet all RVIA standards. remcoindustries.com

Prest-O-Fit Manufacturing Inc. Pentair

The Everpure Micro Pure Filter reduces the taste and odor created by chlorine, dirt, rust, cysts and asbestos down to 0.5 microns. Filters last 700 gallons or one year, whichever comes first. Filter kits include a quick-change filter cartridge, mounting bracket, liquid chlorine dispenser, chlorine test kit, anti-freeze diverter and tubing for installation. All fittings – a 3/8-inch PVC threaded elbow, straight, and tube-to-tube connector fittings – are included. Pentair.com

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The Blueline universal elbow fits most RV park sewer openings without additional adapters. The elbow screws into threaded openings and pushes into non-threaded openings. The one-piece construction prevents separation to provide a leak-free connection. The elbow connects to Blueline ultimate sewer hoses without clamps and connects to standard sewer hoses. prestofit.com

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Stromberg Carlson

Extend-A-Shower creates an additional shower room and fits tubs 35 to 42 inches long. The shower rod folds up when not in use, with no tools required. Extend-A-Shower can be used to hang laundry. The shower rod is available in white or satin finishes. StrombergCarlson.com

Applica Water Products

The Clear2O RV and Marine Inline Water Filter reduces water contaminants to a 1-micron level. The water filter connects to a freshwater hose and eliminates bad tastes, odors and contaminants. The water filter’s solid carbon block filtration reduces chlorine, sediment, heavy metals and more. The filter includes a UV coating and reduces surface staining. clear2o.com

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Coming in March • Fifth Wheels • NTP-Stag Expo Recap

• Q&A with Airxcel CEO Jeff Rutherford • Motorhome Trends

• Hitches & Towing • RV Interiors

If you haven’t checked out rvnews.com in a while, stroll over and sign up for the daily newsletter, packed with timely relevant information from the RV News team.

Advertiser Index Adjust-A-Brush . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 American Brass Co. dba Empire Faucets . . . . . . . . . . Specialty Cover Aqua View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Bauer Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Blue Ox Towing Products . . . . . . . . . . . . . . . . . . . 21 Camco Manufacturing . . . . . . . . . . . . . . . . . . . . . . . 45 Care Reconditioning . . . . . . . . . . . . . . . . . . . . . . . . . .71 Century Chemical Corporation . . . . . . . . . . . . . 57 Dave Carter & Associates . . . . . . . . . . . . . . . . . . . . . 7 Dometic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Dura Faucet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 EQ United . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1, 64 Forest River Corporation . . . . . . . . . . . . . . . . . . . . 23 GE Appliances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 Grand Design RV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Heng’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Icon Technologies Limited . . . . . . . Back Cover LaVanture Products Co. . . . . . . . . . . . . . . . . . . . . . 53 Lippert Components . . . . . . . . . . . . . . . . . . . . . . . . IBC 80

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Curt Mfg. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Marshall Excelsior Co. . . . . . . . . . . . . . . . . . . . . . . . 65 MBA Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 MTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 NTP-Stag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IFC Pinnacle Appliances. . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Pressure Systems Intl. . . . . . . . . . . . . . . . . . . . . . . 67 Propack Packaging. . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Rieco-Titan Products . . . . . . . . . . . . . . . . . . . . . . . . 75 Roadmaster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Robert Weed Plywood Corporation . . . . . . . 13 RVDA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Social Knowledge dba RV Life . . . . . . . . . . . . . . 33 Southwire Co. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Stromberg Carlson Products . . . . . . . . . . . . . . . 65 UMH Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 United Safety Apparatus. . . . . . . . . . . . . . . . . . . . 41 United States Warranty . . . . . . . . . . . . . . . . . . . . . . 9 Valterra Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

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1/10/22 11:11 2/2/22 4:51 AM PM

ALWAYS BE READY FOR THE ROAD.

TIRE LINC® TIRE PRESSURE AND TEMPERATURE MONITORING SYSTEM Always be ready for the road. Upgrade your RV with the tire pressure and temperature monitoring system (TPMS), that sends you tire notifications directly to your phone.

• Monitors and alerts drivers of high or low tire pressure and temperature • Easy, do-it-yourself installation • Works with OneControl ® app on iOS and Android devices • Kit includes 4 sensors and can also monitor up to 20 tires simultaneously Download the Lippert OneControl app via the Apple App Store or Google Play and take control of Tire Linc technology.

Apple and App Store are registered trademarks of Apple Inc.

Google Play and the Google Play logo are trademarks of Google LLC.

WHENEVER, WHEREVER, WE MAKE YOUR EXPERIENCE BETTER. | lippert.com

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RV News Feb 2022

Articles inside

California on My Mind

Up Close and Personal

Distributor Expanding Capacity