Inn the Know
por Campers Inn RV Temporada 1
Inn the Know: Episode 1
Ben kicks off the new podcast with a look at the company's new brand promise, "Right By You," and what it means for customers and employees alike. They also cover industry news from the RVIA Aftermarket Conference, take on employee questions covering everything from pricing transparency to AI training, celebrate team members going above and beyond with this month's Make It Right Moments, and more! Key Points New Brand Promise: "Right By You" The company has landed on a new brand platform called "Right by you," replacing "RVer's Trusted Resource" It's built around the "Caregiver" brand archetype (think Pampers-style trust and care) It applies to the entire ownership experience, not just the sale, and to employees, not just customers No new logo, colors, or signage; this is about repositioning, not rebranding It will roll out slightly differently across sub-brands (Capital RV, Lazydays, Signature Collection/Airstream) Industry Update Ben spoke at the RVIA Aftermarket Conference on four things the industry needs to fix: quality, service capacity, supply chain discipline, and transparency Winnebago is consolidating manufacturing (Towables moving to Grand Design, B Vans to Forest City) — seen as a sign of a tough, cyclical market. Employee Q&A Highlights Advice to New Hires: Be open to training, get plugged into industry news, and master the day-to-day basics Difference in Sales vs. Service Hours: Store hours are decided locally by store size/staffing, not set company-wide Transparent Pricing/Fees: A more transparent, all-in pricing structure is coming — held up by website and compliance work across 22 states Recognition Program: New anniversary pins/gifts are rolling out; a tax issue on gift cards was a mistake and is being fixed AI training: Still early-stage but expanding; leadership says the company is ahead of most competitors in this space Benefits/insurance: Costs have been flat for 3 years running (rare in this market); communication on the process needs to improve CX/role-play training: "Scrimmaging" is intentional. Practicing awkward moments internally ensures employees are ready for real customer interactions Make It Right Moments & Shout-Outs Featured customer service saves in Ocala and Tampa Shout-outs to team members in Accounting, Crown Club, Phoenix, Ramsey, and Toms River What's Coming An employee-run charitable foundation is being relaunched (survey coming soon) Key dates: Hershey RV Show (Sept 16–20) and Open House in Elkhart (Sept 28–Oct 2) Next episode: a deep dive into strategic projects across teams Time Stamps 0:00 – Intro & Welcome 0:57 – New Brand Promise: Overview 1:53 – How "Right by you" Was Developed 3:11 – What They Chose Not to Be 4:14 – From "RVer's Trusted Resource" to "Right By You" 5:23 – What It Means for Employees 6:15 – The Tactical Side 7:32 – Quick Q&A on the Brand Promise 9:17 – Industry News Roundup 14:34 – Employee Q&A 24:58 – Make It Right Moment of the Month 26:35 – Employee Shout-Outs 29:03 – Looking Ahead: Employee Foundation 30:36 – Important September Dates 31:28 – Next Month's Topic Preview 31:52 – How to Submit Questions or Shout-Outs 32:34 – Closing