Episode notes
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