Inn the Know: Episode 2

Ben and Megan open this episode with an update on the company's strategic initiatives and the "Right by you" promise, plus big news: a Top 50 RV Dealers win and the inaugural Sherman Goldberg Award for customer service. Ben tackles employee questions about Labor Day staffing, health insurance, PTO/parental leave, and they wrap up by celebrating team members with this month's Make It Right Moments.

Key Points

Strategic Initiatives

• The "Right by you" promise remains the throughline for nearly every active project, from customer-facing training to marketing
• CX30 is running company-wide, including at headquarters
• The "Golden Record" project will unify each customer's sales and service data into one profile for more relevant marketing
• Frontier, the new internet sales/service BDC hybrid, blends people and AI agents to give customers a great experience
• Transparent pricing is live on the website, with more testing to come

Industry Update

• The company won a Top 50 RV Dealer award for the 14th time and the inaugural Sherman Goldberg Award for customer service
• Jason Lippert, former CEO of Lippert Components, was named CEO of Fun Town RV. This is the second manufacturer name this year to move to the dealer side

Employee Q&A Highlights

• Labor Day Staffing: Dealerships work the holiday because it's a major sales weekend; employees get a floating holiday in exchange, and the 2027 holiday calendar is already posted on Launchpad
• Health Insurance: Costs have held steady for three years even as national healthcare costs outpace inflation; the company covers over half (up to two-thirds) of premiums, including for families
• PTO Accrual: The company will stick with per-pay-period accrual rather than a lump-sum "bucket" model. There are no plans to increase the rate as of right now
• Parental/Maternity Leave: Not currently in place, but decisions for future years will depend on demand shown through the annual benefits survey

Make It Right Moments & Shout-Outs

• Karen (NASCAR mobile service) talked a customer through a generator fix by text during a hot, appointment-free emergency
• The South Louisville team went the extra mile helping a customer complete a hitch install and confirmed they made it home safely
• Philip and Bruce (Myrtle Beach) freed a locked-out family, fixed their AC, and lent tools to fix their jacks
• Mesa, Philly, and Myrtle Beach were recognized for the biggest CSI score improvements over the last 90 days
• Jay Diaz was congratulated on being named to RV Pro's 40 Under 40 Class of 2026

What's Coming

• The Employee Foundation survey is still open, with a goal of 500+ responses before the program is handed off to teammates
• Open enrollment hits in November. Employees should confirm their contact info in ADP now
• A new ADP time and attendance system is being tested to replace Motility's clock-in system
• Next episode: pay plans, raises, and incentives

Time Stamps

0:00 Intro/episode preview

0:39 Current strategic projects

7:57 Campers Inn named Top 50 Dealer and won the inaugural Sherman Goldberg Award for customer service

10:24 Fun Town names Jason Lippert CEO after departing from LCI

12:10 Employee foundation survey update

13:24 Open enrollment preparation

13:54 New time and attendance platform coming

14:41 Ask Ben Anything

24:30 Make It Right Moments of the Month

26:39 Stores improving CSI scores Mesa, Philly, Myrtle Beach

28:18 Assistant Regional Service & Parts Director Jay Diaz named to RV Pro's 40 Under 40 list

29:13 Looking ahead: pay plans, raises and incentives