News from RVDA
Newsletter
News Highlights New Service Management Guide– 12th Edition Early Bird Promo 2019 International RV Dealers Convention / Expo The 2019 Canadian RV Dealer –Call for Nomination Featured Program Benefits –Opioid Overdose Content integrated in St. John Ambulance First Aid Training Programs
Inside this issue: Why Good Sales People Often Turn into Mediocre Sales Managers By Dave Kahle
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6-7 Josh Linkner Keynote Speaker for the 2019 International RV Dealers Convention
What it means to be 10 a living wage employer Opioid Overdose Content integrated in St. John Ambulance First Aid Training Programs
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12-13 Service Management Guide 12th Edition
How To Respond To a Data Breach submitted by Reza Kamrani
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June 2019
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Dear Members, We recently released our Q1 Economic Review. RV sales have declined during the first 4 months of the year. Total RV sales through April reached 10,006 units, which is down 12.7% when compared to 2018. All segments posted negative results for the first four months of the year. A number of factors contributed to the negative performance of the RV market including the extreme winter conditions across the country, rising interest rates coupled with the economic slump in the late stage of 2018 and through the first 4 months of 2019, as well as punitive steel and aluminum tariffs. However, the Canadian economy is recovering and is expected to pick up in the second half of 2019. Buying conditions in the economy remain robust and strong labour markets, coupled with the halt on interest rate hikes by the Feds, are providing a solid foundation for RV demand. And after strong revenue growth in 2018 to more than $3.7 billion, retail RV revenues grew in the first quarter to $604.5 million from $588.8 million in the same period last year, up 2.6%. This is a good result despite the sharp drop in sales in the first quarter of 2019. The revenue results are encouraging given the sluggish retail activity in the RV market across the country so far this year. The RVDA of Canada hosted its industry advocacy effort on Parliament Hill on May 1st and 2nd. In total, 40 meetings were held with MPs, Senators and Officials. Representatives were able to discuss with legislators policies that will help to encourage investments and regulatory changes to assist Canada’s RV industry over the years to come. We are getting great feedback from the Hill, as we continue our follow up from the meetings. Members of Parliament appreciated discussing key issues with industry leaders and meeting small business owners who make a difference in their communities and were keen to help move the needle on our core advocacy issues. Our concerted and continuous efforts have paid dividends. The steel and aluminum tariffs have been lifted, removing an unnecessary burden on our industry.
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The agreement reached by Canada, the United States and Mexico is good for the economy, good for consumers and good for all RV dealers across the country. We will continue to look for opportunities to engage with MPs, Senators and key decision-makers beyond the hill day to highlight the importance of the RV and camping industries to Canada’s tourism sector and economy. I would like to highlight two new endorsement programs that have been approved by the national board. The first being KYCS Global’s state of the art Bluetooth theft recovery solution which will create peace of mind for your customers. The anonymous KYCS network works in partnership with Crime Stoppers to assist in the recovery of RV or trailer theft. The second is with Cambridge Global Payments who is one of the world’s largest non-banking providers of foreign exchange and International payment solutions. Cambridge Global Payments will help customers implement global payment and currency risk management solutions. Inside this issue as well, you will find a nomination form for the 2019 Canadian RV Dealer of the Year. If you know of a dealer who has shown great dedication to the RV industry and lifestyle, to their customers, employees and peers and has been committed to their community, then make sure you send in a nomination form so that they can receive the recognition they deserve. It does not have to be a dealer in your province; you can nominate anyone in Canada. For further details on the criteria see page 17 of this newsletter. Have a great summer!
Herb Cowen, Chairman of the Board RVDA of Canada
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Why Good Sales People Often Turn into Mediocre Sales Managers By Dave Kahle We’ve all done it. Promoted a good sales person, often our best, to sales manager. My files are full of cases where the results were below expectations for everyone involved. Principals and CSOs are often disappointed in the lack of results, and the sales managers are confused and frustrated with the lack of achievement of their teams. A variation on this theme usually produces even more angst. A good sales person, without any real management experience, is hired from outside the company to fill a sales manager position. When these decisions go bad, the hurt feelings, negative attitudes and difficult situations which result can be ugly. Not that this is always the case. Many CSOs and executives rose through the ranks in just this fashion, contributing exceptionally at every stage. But, these cases are generally the exception, not the rule. The rule is that few good sales people make good sales managers. Why is that? Consider the unique blend of strengths and aptitudes that often mark the character of an exceptional sales person. Exceptional sales people often have very high standards for themselves and everyone around them. They are highly focused on the customer, often to the determent of their relationships with their colleagues. It’s not unusual for your star sales person to irritate and frustrate the people in the operational side of the business, with a brusque and demanding attitude. After all, they think, I’m extending myself to take care of my customers, why shouldn’t I expect everyone else to do so also? When they become sales managers, they expect all of their sales people to be just as hard driving and achievement oriented as they were. Unfortunately the reality is that most of their sales people don’t share the same degree of drive and perfectionism that they had. If they did, they would have been promoted to sales manager.
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When they become sales managers, they expect all of their sales people to be just as hard driving and achievement oriented as they were. Unfortunately the reality is that most of their sales people don’t share the same degree of drive and perfectionism that they had. If they did, they would have been promoted to sales manager. That means that the sales manager often is frustrated with the performance and attitudes of his charges, and confused as to how to change them. The exceptional sales person is often an independent character, who thrives in a climate where he can make his own decisions, determine his own call patterns, and spend time by himself. Alas, he loses almost all of that when he is promoted to sales manager. He’s expected to work a consistent, well defined work week, to spend a certain number of hours in the office, and to fulfill certain administrative functions. The freedom to make his own decisions, to determine his own days, is gone. So, he often struggles with how to adjust to this new work environment and still be productive. Whereas before he was clearly and independently responsible for his results, now he must achieve his results through other people. Too often, he defaults to a view of his job wherein he becomes the “super sales person,” taking over accounts, projects and sales calls from his less talented charges. This creates frustration on all parts. The exceptional sales person has the ability and propensity to see every situation optimistically, overlooking all the obstacles and concentrating on the potential in every account. That is a necessary element to the sales personality. Without it, he couldn’t weather all the rejection and frustration inherent in the sales job. That personality strength which serves him well as a sales person is, however, a major obstacle to his success as a sales manager. When it comes to hiring a new sales person, he finds himself viewing every candidate through those same optimistic eyes. The moral of the story? While you may think that your best sales person can make a great sales manager, the chances of success are small. Find a sales manager, and leave your sales person to do what he/she does well. Original Post URL: https://www.davekahle.com/3-reasons-why-good-sales-people-dont-make-good-sales-managers/
Dave Kahle is one of the world's leading sales authorities. He's written twelve books, presented in 47 states and eleven countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations. Sign up for his free weekly Ezine. His book, How to Sell Anything to Anyone Anytime, has been recognized by three international entities as "one of the five best English language business books.” Check out his latest book, The Good Book on Business.
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JOSH LINKNER Keynote Speaker
“Harnessing Innovation: Turning Raw Ideas Into
Watch Linkner’s welcome video here. The convention offers relevant education tracks that address dealerships’ key areas with a curriculum designed specifically for RV dealership employees. Tracks for dealer/GMs, sales, fixed operations, F&I, rental, and social media / eMarketing offer something to meet the professional development needs of today’s RV dealership professionals. Early bird rates apply through June 30, 2019. Dealers who register at least one person from their dealership by June 30 lock in the discounted rate for the rest of their company’s registrants—no matter when they sign up. The early bird rate represents a savings of up to $430 (39 percent) off the full convention rate for the first registrant alone. Register here The Solution Center Expo will be in the Julius ballroom, a large and open exhibit hall, and will feature exhibitors that serve RV dealers by providing insurance products, finance tools, and training expertise, as well as the leading suppliers and manufacturers. These exhibitors offer dealers new ways to improve sales, management, customer service, and employee performance. Companies interested in exhibiting can view the exhibitor prospectus which contains information on Exhibiting, Advertising, Sponsorship, and Vendor Training +Plus. Contact Julie Newhouse at (703) 364-5518, or send an email to jnewhouse@rvda.org for more Information.
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Canadian retail sales statistics are now available for both motorized and towable recreational vehicles. These statistics will allow dealers to better manage the inventory on their lot by knowing which units are selling in their area, which price points are attracting buyers as well as knowing the local trends affecting their marketplace. The RV retail sales statistics compiled by Statistical Surveys Inc. are the result of matching manufacturer VIN numbers with RV registrations. The RVDA of Canada endorsement agreement includes free access for national monthly figures only, for members only. Going forward, these figures will be published in the RVDA of Canada bimonthly newsletter and archived at the “RV Statistics / National RV Sales” link on the member side of www.rvda.ca. This information is copyrighted to Statistical Surveys Inc. and for your use only, not for distribution. In order to protect your endorsement benefit, please honour that confidentiality. To purchase more detailed statistics – by province, region or city – please contact Scott Stropkai of Statistical Surveys Inc. at 616-281-9898 ext 128 or sstropkai@statisticalsurveys.com. To learn more about Statistical Surveys Inc., visit www.statisticalsurveys.com.
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Elite Insurance Company is a subsidiary of Aviva Canada Inc., one of the leading Property and Casualty insurance groups in Canada which provides insurance protection to more than 3 million Canadians. Aviva Canada is on a mission to change insurance. "At Aviva, we listen to our customers' views and opinions because by listening and acting on your feedback, we become better at what we do. We want Aviva customers to feel they are being treated as people, not as a number. We want our customers to be confident and comfortable that they have the right insurance to cover their needs. And we want our customers to have a positive experience at Aviva. We've already started the change by introducing our claims service satisfaction guarantee which you can learn more by visiting www.ClaimsGuarantee.com Elite Insurance Company is Canada's largest insurer of specialty personal insurance products since 1954, covering recreational vehicles, mobile homes, antique & custom cars and pleasure crafts. To learn more about Aviva Elite and their mission to change insurance visit their website: www.avivacanada.com Aviva Elite
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The First Quarter Economic Review is intended to deliver a comprehensive look at the economic indicators affecting the RV industry in Canada. These products are intended to provide members with current economic information, which can assist them in gaining insights into the changing economic dimensions of the RV industry and the economy at large. Download this report on RVDA of Canada member site under Member services / Industry Relations tabs (login required)
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What it means to be a living wage employer Sicard RV has become the first certified living wage RV dealership in the Niagara region. Based in Smithville, Sicard RV is a familyowned and operated business for over 50 years. Sicard RV is one of Canada's largest premier recreational vehicle dealerships. They provide their customers with in-house services including; technical, mechanical and carpentry work, and carry one of the largest selection of RV parts and accessories. With 98 full time and four part time staff, Sicard RV has become a staple in the RV industry. “A living wage reflects what earners need to be paid based on the actual costs of living and being included in the community. A living wage is not the same as the legislated minimum wage. It is a voluntary commitment that employers can make to compensate directly-employed and contract-employed full-time and parttime workers.” Niagara Living Wage Network
Becoming a living wage employer was an easy decision for us. We recognized all the benefits that it provided to not only our employees but also to our community. Growing a business in a small town has its own challenges, but Smithville, Ontario, is our home and we want to continue to be part of its growth. As an employer, the benefits include the ability to recruit more qualified candidates, decrease turnover and absenteeism which will result in increased productivity. Blair Sicard, General Manager Employees benefits include: increased mental and physical health social inclusion increased job satisfaction increased access to education and health care
And of course, this program also benefits the community in areas such as: increased spending in the local economy increased civic participation reduced poverty rates and income inequality Sicard RV is proud to receive such certification and hope to encourage many RV Dealerships to participate in this program. Take the initiative to learn more about this program and consider joining this progressive network!
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Opioid Overdose Content integrated in St. John Ambulance First Aid Training Programs
Did you know RVDA of Canada has had a partnership program with St. John Ambulance on first aid training and products since 2016? This program offers preferential pricing for First Aid CEP Certification with AED. RVDA of Canada members also receive a 10% discount on all First Aid products and supplies, where applicable. RVDA of Canada members are encouraged to check class availability online for current offerings. Mention your affiliation with RVDA to receive the member discount. St. John Ambulance continues to develop and deliver vital first aid training programs. Starting in May 2019 opioid-related content are integrated into English and French training curriculum. St. John Ambulance is the first, first aid training organization in Canada to address this critical subject in key courses. Participants will learn about the causes of opioid substance use, opioid risks, and how to recognize the signs of opioid overdose. Participants will also learn about key treatment for opioid overdose using Naloxone – a safe, life-saving medication that can temporarily reverse the effects of opioids in an overdose long enough to allow emergency help to arrive. St. John Ambulance trains over 500,000 people in first aid across Canada each year, according to Shawn McLaren, Chief Learning Officer at St. John Ambulance. The opioid crisis is impacting people of all socioeconomic levels in rural and urban areas across Canada. Fentanyl or its derivatives are significant drivers in the majority of apparent opioid-related deaths. Yet, not all opioid overdoses are a result of illicit drug use. Opioids are widely prescribed. “Stereotypes need to be forgotten,” says McLaren. “Each of us can make a difference and get trained.” Register for a first aid course – including CPR, AED and other lifesaving techniques – at your local St. John Ambulance, or visit the website.
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How To Respond To a Data Breach submitted by Reza Kamrani, Account Representative, Associations
Knowing how to respond well to a data breach is vital for every business. After all, time is money, and a well-developed, thoroughly tested response plan has been proven to save companies a bundle. Ponemon Institute’s 2018 study found that leveraging an incident response team was particularly helpful, saving companies an average of $14 per compromised record from the average per capita cost of $148. Both outside experts and those within your organization can play a crucial role in your plan. An outline of your action plan There are four main steps in a data breach action plan, but a lot goes into each of those steps. Because of this, you need a well-prepared team at the ready. Being prepared increases your chances of emerging without damage to your business, your reputation, and your bottom line. Step 1: Contain Following a breach, your first job is to stop the damage from continuing. It’s important to loop in legal counsel at an early stage. If privacy concerns develop, having breach counsel under privilege from the get-go will help preserve any information found at this stage, preventing it from being discovered. Step 2: Investigate While investigating the breach, there are three questions you need to ask yourself: What data was affected? How did the event happen? Can you fix the problem yourself? When you have clear and straightforward answers to questions like these, you’re off to a good start. Stay calm It’s important not to act hastily, but the sit-and-wait approach isn’t right for every breach. If you’re not sure what to do, your cyber experts and legal counsel will help you decide how best to proceed. Protect privilege Legal counsel is an important ally during a data breach. They can help you protect privileged information and inform the necessary parties of anything they may need to know.
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Step 3: Communicate As of November 1 2018, Canada’s federal Personal Information Protection and Electronic Documents Act will require organizations to notify affected individuals and organizations of certain data breaches that create a real risk of significant harm. The act makes it more important than ever for companies to determine their legal obligations. And when it comes to sharing vital information, communications can fall into a few categories: External and internal communications: A public r elations (PR) team can gather facts and wor k with legal counsel to craft an appropriate message for the public. Your human resources (HR) team oversees your employee communications. Notifying directors, regulators, and stakeholders: Your PR, IT, and legal teams must infor m your
board members of the information that’s been shared with the public, and keep them informed with frequent updates on developments.
Identifying a leader: Dealing with a data br each is a lot of wor k and can take weeks or months, so
it’s important that someone takes charge for the course of your response.
Step 4: Remediate Once you’ve stopped any ongoing data leaks, you can begin your recovery. This will involve recovering lost data, preventing more loss, and understanding the varied repercussions of the breach. In many cases, this will call for expert guidance and hands-on help. Access credit monitoring services It’s customary to offer credit monitoring to potentially affected parties. This gesture can also work in your favour if you’re met with a class action lawsuit. Be picky about partners Outside help can be useful, but you don’t want to team up with just anyone. If you decide to involve vendors in your recovery effort, be sure they have experience with your type of breach. Plan for litigation There may be laws governing who you must notify after a breach. Investigate this beforehand, so you’ll know what you need to do once you contact law enforcement to report your breach. How we can help Despite taking precautions, things can go wrong. That’s where the right insurance protection comes in. Having the right coverage in place can help ensure that legal fees, fines, repair costs, and business interruption expenses do not fall solely on your business’ shoulders. © Federated Insurance Company of Canada. All rights reserved. This document is provided by Federated Insurance Company of Canada (“Federated”) for informational purposes only to augment your own internal safety, compliance and risk management practices, and is not intended as a substitute for assessment or other professional advice by a qualified person or entity. Federated makes no representations or warranties regarding the accuracy or completeness of the information contained in this document. Federated shall not be responsible in any manner for any loss, or any direct, indirect, consequential, special, punitive or other damages, arising out of your, or any other person’s, use or reliance on the information contained in this document.
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RVDA Member Discount Programs & Benefits
Discounts on hotel rooms – access to Choice Hotels program discounts of 15-20% at over 325 hotels in Canada & 6,300 hotels worldwide, & some complimentary services at select hotels. Aeroplan or Choice Privileges points can be earned. Book travel be online, on your mobile device or via a toll-free number.
on select Exclusive discounts up to 35% off select FedEx services when shipping within Canada, to the US, or internationally. If you have a FedEx account, simply enroll in this program through the dedicated FedEx webpage that can be found at the member link If not, see the member benefit page for a link to do so. View FedEx services at www.fedex.ca.
Discounts and offers for top attractions, shows and other entertainment! Now you’ll have access to exclusive discounts, special offers and access to preferred seating and tickets to top attractions, theme parks, shows, sporting events, movie tickets, hotels and much more. Be sure to visit often as new products and discounts are constantly being added!
on tools An array of products at very competitive prices in over a dozen Maintenance, Repair & Operations (MRO) categories, with two discount structures – based on national volume and on catalogue prices. Inventory at each branch location is tailored to the local market. For a complete list of products available, a credit application form to sign up for an account, & a contact for complete details on this program, click here.
Petro-Canada SuperPass Credit Card Discount With use of the Petro-Canada SuperPass credit card, members of Explorer RV Club & RVDA of Canada can realize significant savings, convenience, control & security. Click here for an information / application form & contact information
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RVDA Member Discount Programs & Benefits
Discounts on 3 payroll & employment compliance resources – an exclusive 20% discount on 3 of their publications: Human Resources PolicyPro, Human Resources Advisor and HR infodesk; & free trials of information services. The constantly-updated information will help you understand employer obligations & legal requirements, & stay updated with Canadian federal, provincial & territorial employment legislation.
Substantial savings on UPS services Preferred pricing with UPS for Canada-wide, USA and other destinations for expedited and standard services via Wholesale International Couriers and Freight Forwarders through UPS’ website. Visit the member link or contact information to set up an account.
Discounts on promotional products Volume-based preferred pricing on a wide range of promotional products in over 700 categories. Imago Marketing is able to distribute to all locations across Canada Visit the member link above for the member code. For more information, contact Jessie Lo at jlo@imagomarketing.com or 604.304.6246.
Discounts on Emergency and Standard First Aid Preferential pricing for First Aid Certification with AED (defibrillation), & many more courses; and a 10% discount on all First Aid products and supplies, where applicable. Check class availability online. Find contact information for registration and links to classes / programs at the RVDA member benefit page.
Discounts on Dale Carnegie Training programs 10% discount off local pricing for any Dale Carnegie Training program. Contact your local training office for class details / dates, or find an office near you. Download & present this offer to them to qualify for the discount.
Marks: Discounts (in-store) on select workwear 10% discount on the numerous items listed on our member program card, including work clothing, gloves, belts, winter and safety accessories and CSA-Approved Footwear. Show your card at the check-out counter
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Did you know about the RV Careers website? The RV Careers site was developed to raise awareness to career opportunities available in the Canadian RV industry. It provides some background information to the various departments found within an RV dealership, apprentice and technician training opportunities. It also contains information for employers on how to hire and work with apprentices and apprenticeship authorities and how to access the numerous Federal, Provincial and private grants available.
Hiring? When you visit the site, the first thing that should jump out at you is “jobs.� And, the call-to-action would be to see what jobs are available and to look deeper for the job and training requirements.
You can add, edit or remove your job posting whenever you like. You will be able to receive job applications via e-mail. Before this listing expires (in 45 days), you will be notified to either update or delete the posting.
You have full control of your job postings!
To post a job, go to the employers tab and log in using your RVDA of Canada user name and password. Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.
Upcoming Events
Newly added events include career fair, RV lifestyle, trade show, workshop, and online training events. The news listing will keep you and your staff up to date on training and industry events.
Education for those currently working in the industry vs. those looking to enter the industry If you currently work in sales, parts, or service, you will want to visit the Education page.
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There are training and educational programs for technicians, parts/service management programs, sales, marketing and F&I programs, administration/ accounting programs and awards available. For apprentices and anyone wishing to
become an apprentice, detailed information can be found on the Become an apprentice page. There are many programs such as youth and pre-apprenticeship where high school students can get practical work experience. If there isn’t one in your area, there’s information available under the Employer page on how to start and implement your own apprenticeship program.
Financial incentives and assistance programs There are many financial incentives for both apprentices and employers to participate in an apprenticeship as well as assistance from Provincial and Federal governments and your local RVDA. On the financial incentive page, it lists numerous benefits for apprentices to participate in an apprenticeship and for employers to hire apprentices. There are numerous Federal, Provincial and RVDA Financial assistance programs such as bursaries and grants. If you have any suggestions or comments about how we can improve the site, please email us or comment on the RV Careers Facebook page!
News from RVDA Canada
RVDA of Canada Mission Statement: The RVDA of Canada is a national federation which exists to protect and promote the interests and welfare of RV Dealers across Canada in order to enable the industry to maximize its potential.
Newsletter Editorial Staff The RVDA of Canada Member Newsletter is produced and distributed through the national association office : RVDA of Canada, Richmond BC For Inquiries please contact us at: #145 – Coppersmith Way Richmond, BC V7A 5J9 Ph: (604) 718-6325 Fax: (604) 204-0154 www.rvda.ca powered by rvhotlinecanada.com
Board of Directors
Emails :
Vice-Chairman, Gord Bragg, Hub City RV, Lantzville, BC
Eleonore Hamm, eleonore_hamm@rvda.ca Anita Lien, anital@rvda.ca
Executive Committee Chairman, Herb Cowen, Pike Lake Golf Centre, Pike Lake, ON
Post your Positions at
Treasurer, Josée Bédard Roulottes Chaudière Lévis, Quebec
To post a job, simply go to the employers tab and log in using your RVDA of Canada user name and password.
Past Chairman, Jean-Francois Lussier, Horizon Lussier, Marieville, QC
Contact RVDA of Canada at 604-718-6325 or e-mail if you do not have this information.
Directors
Amee Inocencio, ainocencio@rvda.ca
www.RVCareers.ca
WWW.BUYLOCALRV.CA RVDA of Canada’s “BUY LOCAL” campaign promotes “Buy your RV close to home. It’s better in the long haul, to consumers. We encourage you to download a copy of brochure available at the member’s website.
Dale Hopkins RV City
Trevor Moase Vacationer RV Sales And Services
Jim Gorrie GNR Camping World
Kyle Kehoe Kehoe RV
Roland Goreski Campkin’s RV Centre
Bruce Marsh Cape Breton Trailer Sales
Marc Rémillard, Centre du Camping Rémillard
Collin Yaretz South Thompson RV Ltd.