Inn the Know

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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

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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