Wednesday, November 8
2:00 - 3:00 p.m.

Michael Rees
A World of Training

This workshop will provide attendees certain tools to help them lead their respective teams, in order to be more and more successful. We will cover accountability - how to install it and how to make it have a positive impact on the team. Motivating employees - this is not just about rah rah - this is how leaders and managers can motivate their teams to do what they want them to do. Goals are an intimate part of accountability and motivation - we will go through different types of goals and how to set them, for everyone concerned. Once goals are in place, we need to use them - the workshop will provide examples of how to use goals, accountability and motivation to get results!

During this workshop, attendees will learn:

• How to install and maintain accountability
• What motivates employees to do what managers and owners want
• Which goals to set and how to use them with accountability and motivation

3:15 - 4:15 p.m.

John Spader
Spader Business Management

Dealers often add one or more stores without fully understanding all the dynamics that change with multiple locations. Avoid learning what to do (and what not to do) the expensive and painful way. Attend this session to gain the key variable and growth transition points that should be monitored and managed to drive your success. You’ll come to understand the two types of organizational structures for high performance multi-store organizations, as well as the size at which the rules change. If you keep playing by the same old rules, you can expect to learn some expensive and painful lessons. Whether you own a dealership with multiple locations today, or you’re getting ready to add stores, you need to know the key variables to manage in order to be successful in a multi-location environment. 

During this workshop, attendees will learn:

• Two types of organizational structures for successful multi-location dealerships
• Which mistakes that 90% of dealers make when going from a single store to multiple stores
• Key financial management and people management metrics and variables to monitor with multiple stores

Wednesday, November 8
3:15 - 4:15 p.m.

David Mihalick
Thor Industries, Inc.

This session will cover the RV dealer’s obligations under Title 49 of the Code of Federal Regulations. The areas included will be the vehicle recall process, stop sale requirements, and vehicle labeling obligations. The session will review the regulatory text and give real world examples on what is required to comply with these regulations at the dealer level.  The session will also review the warranty claims process and how that fits into the regulatory process as well.
 
During this workshop, attendees will learn:

• How to understand a RV Dealer’s obligations to maintain vehicle regulatory compliance with NHTSA
• The vehicle recall process and the stakeholder’s obligations
• Which actions can be taken by dealers to assist in regulatory compliance

Thursday, November 9
9:00 - 10:00 a.m.

Janelle Barlow
All Out Performance

Workshop preview

Do you know how many customers you lost last quarter? Do you know why? Do you know what you’ll do to keep your customers’ business in future? A Complaint Is a Gift is an effective customer service training workshop about turning customer complaints into business opportunities, regaining unhappy customers' trust, and keeping them as customers.

During this workshop, attendees will learn:

• Why negative feedback is quite rare and how to get more information from customers
• How to respond to complaints in a way that addresses your customers’ concerns while keeping you sane and calm
• How to build a complaint-friendly organization to maintain a robust relationship with customers

Michael Rees
A World of Training

Recruiting the right people for the job is one of the most difficult challenges we have, so to make it easy we tend to hire away from the competition. But then after a while, we find out the reason why we were able to hire them - they weren't as good as we thought! It takes time and effort, but this workshop will provide proven ways to find the right people for the job (from outside the industry), and make sure you know what you have BEFORE hiring them. Sample recruiting ads will be provided, along with interview techniques and testing that will show you more than any interview or profile testing!
 
During this workshop, attendees will learn:

• How to make a successful recruiting Ad
• What to look for during an interview and how to get the candidate talking
• Key ways to select the right person without costly mistakes

Thursday, November 9

2:00 - 3:00 p.m.

David Spader
Spader Business Management

Knowing your role in the business is absolutely critical. As one of its key leaders, how much time should you spend working "on the business” versus "in the business”? How should your job evolve as your dealership grows or market conditions change? This in-depth session will help you answer these key questions for your individual business and determine what you need to be doing now and in the future to ensure your success and that of your dealership.

During this workshop, attendees will learn:

• The most common reason leaders fail 
• How leadership should change as the dealership grows or shrinks
• The four types of solutions to address any issue in your dealership

Thursday, November 9
3:15 - 4:15 p.m.

Jody Urquhart
Idoinspire

Workshop preview

Humor helps. The ability to laugh at life helps us deal with daily disappointments and setbacks. Humor gives RV professionals the nerve to serve in our increasingly complex and challenging environment. Join us as we demonstrate how humor helps you stay in control, stay positive, and maintain balance and perspective. Laughter and humor effectively and inexpensively counter stress, improve morale, and create a work environment that is friendlier, less stressful, and more productive.
 
During this workshop, attendees will learn:

• How to use humor to create rapport and win trust and loyalty
• Invaluable tools to promote flexibility, resilience, and coping skills
• How to boost staff productivity by up to 40%

Thursday, November 9
4:30 - 5:30 p.m.

Jody Urquhart
Idoinspire

Workshop preview

Sometimes life just gets in the way. Do you ever think, “Why can’t things just go the way I want for a change?” or “Why can’t people just leave me alone?” This hilarious and provocative presentation shows recreation vehicle dealers and general managers how to get in front of a constantly evolving future and proactively drive change. Be compelled to face the future instead of running and hiding. Embrace challenging situations and people with new ideas, innovation and conviction. This compelling motivational speech will increase your comfort and confidence in the face of stress, industry, technology and customer change. Explore how the only way out is through and that it can actually be fun to embrace change and be innovative. Learn to do more with less and love it. Embrace the chaos of change with conviction and vitality.

During this workshop, attendees will learn:

• Trends that will transform your industry
• Three stages of surviving change and what your culture is
• Stop running from your own shadow and discover your areas of resistance

Randy Henrick
Mosaic Compliance Services, LLC

The FTC, CFPB, and State Attorneys General have increased enforcement actions, assessed large penalties for aftermarket product selling practices, and increased their investigations of aftermarket selling in supervisory and compliance examinations. This workshop will cover many of the current and most pertinent details regarding these issues. The lack of dealer due diligence in vetting third party product providers has been a recurring theme as has been the ability to justify price in relation to a product's value to the consumer. Friday's compliance session will include ways to protect your dealership and stay current.

During this workshop, attendees will learn:

• What federal and state regulators are focusing on for enforcement actions
• Key legal areas of attack and how to select and sell aftermarket products
• How to build a policy and implement best practices to position your dealership:

James Ganther, Esq.
Mosaic Compliance Services, LLC

Workshop preview

The Consumer Financial Protection Bureau expects RV dealers to have both a Fair Credit Policy and Program and a Compliance Management System in place. While accurate data are unavailable, anecdotal evidence suggests that many RV dealers do not meet either one of these mandates. Rather than a lack of good will, a lack of understanding is probably behind this deficiency. This workshop is intended to fill that gap. We will use the NADA Fair Credit Policy & Program as an example of one approach to the fair credit issue, but also discuss slightly different approaches that may more closely fit the unique circumstances of RV dealers. With respect to Compliance Management Systems, this workshop will identify the four specific elements the CFPB expects, as well as how to practically implement them without undue financial or procedural hardship.

Attendees will be provided a checklist that itemizes the requirements covered in the workshop. This can be taken home and immediately serve as a practical measure of how the dealership is doing in those two areas, and exactly what still needs to be done.

During this workshop, attendees will learn:

• What the CFPB expects your dealership to do with respect to compliance
• How your dealership can accomplish compliance effectively and efficiently
• The consequences if your dealership doesn't take action