Rental Education Track

Advanced Topics: Roundtable
Scott Krenek, Krenek RV Super Center

Thursday, October 7 from 9:30am - 10:45am

This workshop will be an open discussion of advanced topics regarding various issues within the rental dealership. Attendees should bring their forms, price sheets, financial data summaries, and be ready to participate and discuss these matters of concern to the experienced rental dealer.

During this workshop, attendees will learn:

• What it takes to make money in the rental business; 
• About rental pricing; and
• How to find and retain rental staff.

Speaker Bio

Super Session: Cash Flow-How it Really Works from a Dealer’s Point of View
Chuck Marzahn, Marzahn & King Consulting, Inc.

Wednesday, October 6 from 8:00am - 10:00am (Two Hours!)

Cash flow differs from net profit. Cash flow differs from cash management. Cash flow is based in the balance sheet – not the profit and loss statement. This two-hour super session will cover cash management efforts and tools, using the checkbook, accrual accounting, statement of changes in working capital, statement of changes in cash sources, and uses of cash. This will be an interactive workshop; workshop attendees should bring two balance sheets and a calculator.

During this workshop, attendees will learn:

• A brief history of cash management;
• Why most dealers fall short in cash flow management;
• The techniques that seem to work but don’t;
• How to understand how banks look at cash metrics;
• Strategies to track and understand cash flow from a sources and users viewpoint; and
• What cash flow means to the business and how to better control it through well-founded business decisions. 

Click Here to view handouts. 

Speaker Bio

Second General Session: RV Market Outlook Panel Discussion - All attendees welcome!

Moderator: Tom Walworth, Statistical Surveys, Inc.
Ron Fenech, Thor Industries, Inc.
Craig Kennison, CFA, Robert W. Baird, Inc.
Pete Lannon, GE Capital Commercial Distribution Finance

Thursday, October 7 from 2:00pm - 3:15pm

This state-of-the-industry review is a perennial favorite at the annual RV Dealers International Convention/Expo. The RV industry’s retail scorekeeper, Tom Walworth of Statistical Surveys, and a panel of industry experts, will shed light on how the industry continues to evolve to meet current economic challenges. Dealers attend this session to learn what’s going on, what’s at risk, and the potential impact on their dealerships.

During this workshop, attendees will learn:

• What can be done to minimize the risk factors with RV flooring for manufacturers, floor plan lenders, and dealers;
• What’s predicted for the financial markets; and
• How to increase, manage, and protect the dealer’s bottom line.

Click Here to view speaker bios.

Rental Forms: The Profitable & Safer Way
Martin Onken, Expedition Motor Homes, Inc.

Wednesday, October 6 from 1:30pm - 2:45pm

Your company documentation, more than anything else, projects an image of who you are to your renters. Too much paperwork, and they become suspicious. Too little documentation, and you’re not professional, “mom & pop”. 

Martin will present multiple examples of forms and documents that are essential in protecting yourself, your renter, your company, and that also will help you “brand” your dealership as the only serious rental game in town!

Note: Mr. Onken does not provide handouts in advance. He will provide handout materials only to workshop attendees.

During this workshop, attendees will learn:

• How to improve the documents that can help you, and how to fix those that will hurt you;
• How presenting your documents in the proper way, at the optimum moment, will increase your revenue; and
• Sample forms and documents that will excite your renter and that you can start using immediately.

Speaker Bio

A Complaint is a Gift: Learning to Listen, Learn From, and Love Customer Feedback
Janelle Barlow, Ph.D., TMI US
Click Here for Video Preview

Thursday, October 7 from 9:30am - 10:45am
NOTE: This is an exclusive, unrecorded engagement.  This is your only opportunity to glean Ms. Barlow’s expertise.

People say they value customer feedback, but the bottom line is that customer complaints are not what most people consider to be the highlight of their day. Yet, without this feedback we don't know what kinds of needs or problems customers have with our products and services. Without feedback, we can't manage negative customer reactions. Instead, customer complaints are very likely to end up plastered all over the web or talked about in private conversations. On a big sale like an RV, most people ask other customers what experiences they have had when purchasing. It's so much better for you to hear any negative comments, rather than having people talk about your product when you aren't there to defend yourself.

Note: Ms. Barlow does not provide handouts in advance. She will distribute handouts to workshop attendees.

During this workshop, attendees will learn:

• Why negative feedback is quite rare and how you can get more information from your customers;
• How to respond to complaints in a way that addresses your customers' concerns while keeping you sane and calm; and
• How to build a complaint-friendly organization to maintain a robust relationship with customers even when they face problems.

Speaker Bio