0:12

Welcome back to the RV shenanigans podcast

0:15

brought to you by liquified . My

0:17

name is Ryan and , along with my wife Lauren

0:19

, we are Millers in motion . We've

0:21

been full timing now for about two years

0:24

and loving every second of it in our

0:26

Alliance Valor 44 v 14 . Thank

0:28

you so much for joining us this week . We do still have

0:30

a couple of episodes coming to you from the

0:32

Florida RV Super Show , and this one

0:34

we are very excited about . We got

0:36

to sit down with Vice President

0:39

of Customer Service , mr Bill Martin

0:41

, from Alliance , as well as the Director of Marketing

0:43

, joe Mel , so

0:45

both of those guys we've gotten to become a little

0:48

bit close with . As our time with

0:50

Alliance At the show , we actually became

0:52

the newest Alliance ambassadors as

0:54

well . So just know that before this

0:56

we didn't know that we were becoming ambassadors quite

0:59

yet , and then that happened kind of after

1:01

some of these podcasts . So , with that being

1:03

said , I want you to know that we don't necessarily pull our

1:05

punches when it comes to Alliance . We actually judge

1:07

them a little bit harder because of

1:09

that , because we have our standards that we want

1:11

to uphold , and so I want

1:13

them to hold them with us , and so because

1:16

of that , they don't necessarily

1:18

censor us in any way , so

1:20

I don't pull my punches when it comes to that . So , with that being

1:22

said , we do have a trip up to Elkhart

1:24

plant here pretty soon and I will have the opportunity

1:26

to sit down with a few people from Alliance again . So

1:28

if you have any questions , do

1:31

us a favor , shoot them to us , either through Instagram

1:33

over at at Millers in Motion

1:35

, on Instagram on the direct messages

1:37

, or you can shoot us an email at info at Millers in

1:39

Motion . Also , before we get into the

1:41

interviews , I do want to ask another

1:44

favor . If you could please do me a favor

1:46

, if you're listening to this on your favorite podcast

1:48

platform , if you could please rate and review the

1:50

podcast . We would greatly appreciate

1:53

it . That's how podcasts kind of

1:55

work . A lot of people know how YouTube works you hit the like

1:57

button , you comment on things and that helps

1:59

the algorithm out On the podcast side , honestly

2:02

, just leaving a review and

2:05

an actual right , right , a review , just you

2:07

can literally just say we love the podcast

2:09

. That's all you have to say . You can do something really

2:11

simple , but that's what kind of helps

2:13

drive podcast analytics . So we

2:16

would greatly appreciate that , as we are trying to grow

2:18

the audio only side . We do love our YouTube family

2:20

and we are here , but we are also trying

2:22

to grow this over on the audio side . Thank you . With

2:25

that being said , I'm

2:27

not gonna waste any more time . We're gonna take

2:30

a quick little break and then we're gonna dive in to

2:32

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3:46

. So just out of

3:48

curiosity , this is kind of a both of you question

3:50

again . But what about Alliance

3:52

RV itself ? Had you

3:54

excited , I know , bill , you kind of came on when

3:57

it was in formation . Is my understanding of

3:59

the timing there ?

4:00

Yeah , I was actually at Ryan and Chloe's first hire .

4:02

Okay .

4:04

Actually shows their dedication to service as well .

4:06

Right .

4:07

And our first meeting was kind of ironic , being a 20-some

4:10

year marketing veteran , they

4:12

were talking with me like , hey , we want you on the team , but

4:14

we got a little twist for you . We want you to run service

4:16

. Okay , I'm interested , tell

4:18

me more . But they had saw the way

4:20

that I had handled customers and worked with people

4:23

. I have kind of a unique twist on how

4:26

we address consumers and such . And they said you

4:28

know , we like how you do , that we believe

4:31

we can hire the technical experience to help back you

4:33

up . And that's exactly what we did . Is we

4:35

just ? We found great people that I

4:38

don't know everything , but I know a lot of great people

4:40

, sure , and that's how we've kind of built our service team

4:42

, yeah , and from the outside

4:44

.

4:44

Obviously . I was with the different OEM when Alliance

4:47

started and I was very

4:49

. I recognized it right away

4:51

like , oh , alliance is doing something different here and

4:54

I saw them and I saw them growing in popularity

4:56

. I was able to sneak in your

4:58

Alliance RV group , wow . So

5:02

I had some eyes . I had some eyes in

5:04

there and I just was watching

5:06

it from afar and I was always

5:08

very impressed . I was not

5:10

looking to leave where

5:12

I was and it was actually

5:14

my wife that convinced me to answer the phone call from

5:16

Jeremiah and so

5:19

I answered it and we ended up getting

5:21

coffee or lunch or something . See

5:24

a theme with the coffee here . Yeah

5:27

, coffee kind of runs along .

5:28

We're filled by caffeine , yeah

5:30

well , you almost have to be building RVs

5:32

, right ?

5:33

It's gotta be something .

5:34

Yeah , very cool . I'm

5:37

going to shift a little bit into customer service

5:39

first and then we'll kind of come back to Joe , what

5:41

you do a little bit more . But what

5:44

? What are some of the biggest challenges

5:46

, bill , you face with ? Because in

5:48

customer service , with from the RV manufacturer

5:50

side , because that's a whole pile

5:52

of stuff there ?

5:53

Yeah , it certainly is . I

5:55

guess the biggest thing we face is every RVer

5:58

is different , every situation

6:00

is different , and one thing that I've historically said

6:02

is there's not a one size fits all

6:04

service solution , and I think our industry has let

6:07

some consumers down historically by

6:10

just trying to put everything into a box and say here , here's

6:13

your avenue , go this way . If

6:15

you haven't , if you have an issue with your coach

6:17

and I think that's where our team has excelled as it

6:19

all boils down to communication we're willing to

6:21

pick up that phone . You've seen us publicly

6:23

on our social media pages . We're willing

6:25

to address the hot topics . If someone's

6:28

had a concern and is publicly airing their concern

6:30

, we will address that head on Right

6:32

and just get creative . How

6:34

can we help you in your situation ? Are you full

6:36

time ? Can we get it to a dealer ? If

6:38

you can't , are you a little bit handy ? Can I send

6:40

you the outlet to replace it ? There's

6:43

just different ways to do it .

6:45

Yeah , absolutely . In fact I was going to ask do you ever

6:47

sleep , bill ?

6:49

You know what it's planting the seeds

6:52

. When we started the company , the first couple of years , it was really

6:54

a grind of a lot , a lot of hours , but

6:57

I feel like what we've done Alliance is it's

6:59

not just me , it's not just Joe or Ryan

7:01

and Coley , it is a community of owners , right

7:03

? Um ? You see , on these

7:05

social media pages , our owners heck

7:08

. Most of what I know I've learned from the owners , but

7:10

it's we're not afraid

7:13

to take great ideas from other people . I

7:15

mean , we don't know everything , but , as I said earlier , it's

7:18

who you know . Can we , let's , let's

7:20

, find those resolutions and we , our owners

7:22

, step up big time , time and time again , help

7:24

another owners out .

7:25

So really , because we were talking to Jeremiah earlier

7:28

and we talked about kind of customer driven features

7:30

on the rigs before they obviously

7:32

get to the owners , and the design process that

7:34

you guys go through , so realistically you

7:36

kind of do a very similar thing in the customer service

7:38

side as far as leaning on them . It's just not customer

7:41

driven features anymore , it's just customer driven solutions

7:44

almost , whether it's service , solutions , modifications

7:47

and all that stuff .

7:48

It's just a great community of owners

7:50

helping owners , us as the

7:52

manufacturer . We're heavily engaged in it . I think

7:54

that's what makes it work . Is , you know

7:57

, and you will find our social media pages are

7:59

quite active , good , bad and otherwise

8:01

Sure , but I think that's because we engage . If

8:03

we didn't engage , you're just speaking in the

8:05

thin air and not getting a reply . So

8:07

why would you continue to comment

8:10

on those pages , right ?

8:11

And I think what's important about that , coming in from like

8:13

a marketing angle , is , you know

8:15

, bill and his team have done a significant

8:17

, significantly great job

8:19

at listening to the consumer

8:22

and that ultimately

8:24

leads into great features that are put into

8:26

our campers because , we listen and there's

8:28

the features are so driven for camping

8:30

and that build team

8:32

just does a phenomenal job at that . And then for

8:35

Ryan and Cole and Jeremiah and the production

8:37

team to listen to the customer service team

8:39

is you know , I haven't experienced

8:41

it before Alliance Right .

8:44

Well , I think one thing that's cool too is in

8:46

those owners groups and the Alliance

8:48

group , when there is potentially a

8:50

negative thing that comes

8:52

out , I've noticed that Bill especially

8:54

you , you're one of the first , or someone from the team

8:56

is one of the first , to try and spearhead it . But

8:58

I never see those go away . You

9:01

seem to leave them all up , and I don't know if that's

9:03

Joe or Bill , whoever , but but you leave

9:05

it up and then you just have a conversation underneath

9:07

. And that's as an owner

9:09

that I appreciate that , because even

9:12

though that person got maybe a little hot , and

9:14

whether they were in the right or the wrong , I got

9:16

to see the resolution of it . So even if there was

9:18

a potential problem in there , he just got

9:20

, let's say , over excited about it . There's

9:23

still that resolution , and so you get to kind of see

9:25

, like you said , the good , bad , the ugly , everything

9:27

in between regardless .

9:29

It is . You know , as we grow it gets harder and harder

9:31

to every comment up there you have some people that

9:33

are just intent on stirring the pot

9:35

with no constructive reason . But if you've got a

9:37

constructive concern , we want to hear

9:39

it . We need to hear it Right . I mean , we

9:42

don't know if something has failed unless someone tells us

9:44

. So we've got all sorts of channels for our

9:46

customers that , from a customer service standpoint

9:48

it back to its communication

9:50

right . Whether it's a social media page , whether

9:53

it's my cell phone , whether it's Ryan or

9:55

Coley's , we've got a team out there . We want

9:57

to hear from you . However , we can hear from you . Let's get this

9:59

taken care of .

10:00

So we've kind of touched on this in passing

10:02

when we've been talking about this last question , but maybe

10:06

from the beginning to now , what has

10:08

been those things that really sets Alliance

10:10

apart ? Because you guys seem to just do customer

10:12

service better than anybody else . The industry coming

10:14

from someone that's owned a different brand

10:16

.

10:17

Well , I truly think customer service everyone's

10:20

focused on the back end , but I think you'll

10:22

see I'm here working the show along with Ryan

10:24

and Coley . It's not about just after

10:26

the sale how do we take care of you or when you're in warranty

10:28

, how we take care of you . It's before you

10:31

purchase . I think you're going to find we're a personable . I

10:33

think we're a fun group . I mean , rv is

10:35

about having fun , so why can't we have fun during

10:37

the buying process and the educational process ? Once

10:40

you purchase it ? Let's have fun . We have rallies

10:42

that are just amazing

10:44

across the country . We're getting hundreds of

10:46

units at some of these rallies now , but

10:48

you're buying more than an RV with Alliance . I truly

10:50

believe that .

10:52

Yeah , to add on to that , you know

10:54

, the service side , the

10:56

customer service side , the sales side , the dealer

10:59

relations side , is all part of building

11:01

the community . We all have to be on the same page

11:03

, firing as a clean engine to actually

11:06

continue to grow , and I

11:08

don't believe there's any other manufacturer that's doing

11:10

that right now at our level . Where

11:12

the community I mean we have 120 volunteers

11:14

here at this Tampa show yeah , yeah

11:16

well over 100 and one idiot podcaster

11:19

. I wasn't going to say anything

11:21

. Thanks , man , I thought I went without saying . Well

11:23

hey OK .

11:24

Bill you're muted for the rest of the day . I've

11:27

been banned .

11:29

But that speaks to the level

11:31

of work that the team has put on

11:33

at all aspects

11:36

of Alliance .

11:36

Well , and I think too and Bill , I don't know if I've shared

11:38

this with you , but and Joe , I know I have . But you

11:41

know , last year we had our other

11:43

brand still and you know we come

11:45

, we came and hang out over here for a little bit , because

11:47

I've learned especially at shows you can

11:49

really tell a lot about a company just by watching

11:51

them function at a show , because these are kind

11:53

of pure chaos , and so if it

11:55

seems to be working out , even if things are changing

11:58

and everyone's pitching in , then that's a good thing . And

12:00

what I was most impressed with last

12:02

year was watching Ryan

12:04

Cully , joe yourself , bill yourself

12:06

, rob , everybody else , ab , jeremiah

12:09

, and literally moving things around , always

12:12

actively talking and always out . There's

12:14

a lot of other brands out there that you're not going to see

12:16

. I know they might not have owners because they're

12:18

publicly traded , but you know , your president , ceo

12:21

, the kind of equivalent positions you guys have

12:23

with Alliance . You don't see them at these things

12:25

, and so that went a long way

12:27

for us to say , yeah , we definitely want to buy

12:29

into this company as owners .

12:31

A lot of these companies , other brands , their

12:33

owners will come in for a day or a night and just

12:36

kind of do a fly by and make sure that

12:38

everything's up and running and then head back out . We're

12:40

here for the hall , we're here for the duration

12:42

of the show and it's important to us , it's a

12:44

homecoming for us . We love to meet with

12:47

existing allies , prospective

12:49

new allies , and it's just a fantastic time .

12:51

We get a lot of ideas out of this show

12:54

. This is another chance to listen to consumers

12:56

and what the current buyer wants to see .

12:57

I was going to say every time I see Jeremiah he's

12:59

talking to somebody and taking a picture of something . So

13:04

just out of curiosity , any

13:07

prospective buyers out there , from a customer

13:09

service perspective , is there something you

13:12

really wish that they knew ?

13:14

I just want to know they want them to know

13:17

that just when they leave the dealership they're

13:19

not alone . You have so many customers that are afraid

13:21

once they leave the dealer . What am I going to do if I have a service

13:23

need ? Many of our dealers are great

13:25

that can get you taken care of , but you're not on your

13:27

own with many avenues to get a hold of our

13:29

team . Most

13:32

people's initial reaction when something

13:35

happens from a service perspective is to freak

13:37

out a little bit , and that might . Let's

13:39

stay calm . You know , keep calm . But

13:41

in all seriousness , we've got your back . It is amazing

13:43

how many things are not as big

13:45

an issue as it may come across . I mean , if

13:48

you build a house and someone

13:50

puts a hole in the drywall , there's no need to freak

13:52

out . That can be repaired . It

13:54

good as new , it doesn't mean it's a used

13:56

house . There's a lot of things

13:58

that can easily be fixed . Don't panic . Let's get on the phone

14:00

, let's figure this out . Let's get you taken care of and get you

14:02

back to camping .

14:04

So there's a lot of crossover between marketing and

14:06

customer service , because you guys market

14:08

, obviously you market to prospective buyers

14:10

, but you also do

14:12

quite a bit of things on the backside to

14:14

market to current owners . And I'm bringing

14:16

up specifically what you Know Wednesday

14:19

. And so

14:21

where did what you Know Wednesday even come from

14:23

?

14:24

So it was my idea . I

14:27

came to Bill and I was like Bill , we need to do short

14:29

form content that just it's

14:31

just little tips and tricks on

14:33

taking care of your coach . How

14:35

can just little things that ? And then we

14:37

base it off of , I think , just some frequently asked questions

14:40

that your team gets right , bill .

14:41

Yeah , it absolutely is . I have my team

14:44

bringing ideas . The sales team is bringing ideas

14:46

. Hey , can you do this ? Just quick tips

14:48

so that people don't have to freak out when they get to their

14:50

campsite . And oh , this happened . Here's

14:52

the answer .

14:53

Yeah , it's a silly name but you got to do that

14:55

. Of course we did that one video

14:57

. Hey , we're Aligns . Of course we come up with silly

14:59

names for our marketing videos and

15:03

just wanted to make it easy to watch

15:05

under 60 seconds and stuff

15:08

that would just be like , oh , I forgot

15:10

about that or hey , I didn't know that Education

15:13

will type stuff . So that's one of the pillars

15:15

of marketing that I have is education

15:17

, and how can we provide a better ownership experience

15:20

, which I think can kind of get into

15:22

our Alliance empowerment ? That

15:25

we do , and we do also a lot of long

15:27

form content like we've shot , like how to change

15:29

your window and how to manually control your awnings

15:32

, and I mean air

15:34

conditioner stuff and winterizing

15:37

winter we shot a lot of winterizing videos

15:39

, yeah . So we're

15:41

constantly connected

15:43

at that level , because marketing is more

15:46

than just growing the brand . It's

15:48

also taking care of the brand and the people that are

15:50

invested into the brand , and so

15:52

you know I'm really involved with Bill's team

15:54

on the community side you know we got

15:56

the ducks and alligators and you

15:58

know people like to do that Just the community

16:01

building pillar as well .

16:03

As far as your job goes , there's a bunch

16:05

of different sections of it and that kind of

16:07

owner empowerment is just one sliver of the pie

16:09

, essentially 100% .

16:10

Yeah , I mean marketing is I've said

16:12

this to Bill before but marketing is weird because you

16:14

kind of have to touch everything

16:17

in a weird way and you

16:19

want to make sure you have your kind of you know , pulse

16:21

on the beat and so that way

16:24

you can react quick or be

16:26

proactive on what you're going to do so

16:28

that the consumers can find you first .

16:31

So is there any ? When you guys are talking about

16:33

things for owners whether it's owner empowerment

16:35

, the what you know Wednesdays and we'll talk a little

16:37

bit here and a little bit about the Alliance Academy

16:39

do you guys ever pinpoint stuff

16:42

that you notice starts to become a problem , like

16:44

from the groups , and say , oh , we really should probably

16:46

should make something on this because it seems to be stirring around

16:49

? I can't from developing

16:51

our product and our company , and all that , it's

16:53

all been driven by the consumer .

16:54

100% .

16:56

You can have another answer to something , it's okay .

16:58

I'm just kidding .

16:59

There isn't another answer .

17:00

No , and that's the best part about it actually

17:02

, we don't run around thinking we're the smartest people

17:04

in the room . All you got to do is listen

17:06

. Yeah , 100% , our

17:08

viewers will tell us what you want .

17:10

Yeah , very cool , we both

17:12

come to each other's offices . Hey , we saw this on the group

17:14

, or we got emailed this . What do you think about making

17:16

a video sometime this week or next week , and we'll

17:19

get it done . We shoot it quick and we get it up quick

17:21

.

17:22

So just out of complete curiosity . Then we

17:24

were talking about the term owner empowerment and

17:26

I think everybody has their own idea

17:28

of what that actually is . But if

17:30

you guys don't mind , from the alliance perspective , what

17:32

does that really truly mean to

17:35

you guys ? What does that translate to actual

17:37

things ?

17:38

That is empowering owners to enjoy the RV

17:41

ownership experience .

17:42

Literally just change the words backwards . That's all

17:44

you said there . Hey , when it's good

17:46

, it's good , right .

17:48

That is , the more confident you are in

17:50

your traveling experience , the more confident

17:52

you are when you get where you're going and the

17:55

slide goes part way out . If you

17:57

understand , the battery is going to be

17:59

the first place to check . The panic

18:01

doesn't need to set in . You're going to be

18:03

a happier customer . We

18:06

have not been perfect by enemies . We've had some quality concerns

18:08

. But even if it's not a quality concern just

18:10

understanding your coach there's a lot to it . A

18:13

two or three year veteran is going to know a whole lot more

18:15

than that newbie out for the first month as their

18:17

coach . So again , don't panic

18:19

. We have these owner empowerment stuff . If

18:21

I've seen a lot of questions asked on something , we're

18:23

creating videos on it so

18:26

they can get answers quickly . You don't have to wait a day for

18:29

a response . You have access to it right now

18:31

.

18:32

In a sense , it's empowering the owners

18:34

to be self-reliant .

18:38

That goes into . You guys were one of the

18:40

first manufacturers to partner with a third

18:42

party , the NRVTA , and

18:44

actually create the fundamentals

18:47

class that's alliance specific . Did that

18:49

come from the same mentality

18:51

and just taking it a step further , or where did that develop

18:54

from so ?

18:54

actually Rob Boyer has helped spearhead

18:57

that , but he was our first

18:59

Tampa show in 2020 . He ended up purchasing

19:01

a 370FB and the very

19:03

next year he met Cole and I for breakfast

19:05

at the Hard Rock Cafe . We

19:08

met for breakfast and he laid out this PowerPoint presentation

19:10

of ideas . He was a tech by

19:12

trade , military veteran , just an all-around great

19:15

guy and a product owner , and just said , hey , I want to

19:17

be a part of this , I love what you guys are doing as

19:19

an owner and just as an RVer in general

19:21

. So he's the one that really spearheaded that

19:23

and he's the one that coined the term owner

19:25

empowerment . As soon as he said

19:27

that , it just resonated with me

19:30

of that's exactly what we want to do , yeah

19:32

.

19:33

So if you guys don't mind , can you explain a little bit more about what exactly

19:36

that is ? When alliance owners

19:38

kind of get together , it's because of cut and go

19:40

down to the NRVTA and do that class together , because

19:42

obviously it's what they do a

19:45

lot of , but it's also kind of a rally

19:47

in its own odd way .

19:49

Yeah , I'd say there's a number

19:51

of allies that travel together , whether it's NRVTA

19:54

or rallies or otherwise , but so I

19:56

was fortunate enough to be able to attend this last

19:58

one . I don't want to

20:00

misspeak . I think we had about 40 units there of

20:02

owners who paid . It's a college

20:04

type course to

20:07

become techs , inspectors , whatever . There's

20:09

different levels and types of classes

20:11

, but just educating themselves . Some of

20:13

those owners just wanted to do it for personal gain . Some

20:16

of it are doing it so they can have a part-time job

20:18

when they're out on the road . I feel they're retired , but

20:20

not fully retired . They want to work 10

20:22

or 15 hours a week . What a great way , as a technician

20:24

, to kind of work as much or as little as you want to , and

20:27

not just on alliance units , but All

20:30

. Rvs .

20:32

So Then , what is the difference

20:34

in the Alliance Academy and what I just talked about

20:36

at the NRVTA ? Where does that separation happen

20:39

?

20:40

NRVTA is a global

20:42

for any brand of RV . They discuss

20:44

refrigerators that we don't use , that could be in

20:46

motor homes , travel trailers or wheels .

20:48

Oh , so they don't necessarily pinpoint on this

20:50

Alliance paradigm . Has this fridge in it ?

20:53

This is RVs in general and that's what the

20:55

Alliance Academy is is it's pinpointed

20:57

into our product .

20:59

Very cool . So how do you guys ? Because obviously

21:01

you have the National Rally . That's grown bigger

21:04

and bigger every year . I got to go to it last year

21:06

. Bill got his fun little sign

21:09

.

21:09

Hey Bill , I got a question for you .

21:11

By the way , how many times in a day do

21:13

you think you hear that ?

21:15

I heard it four times a day already .

21:17

Already , just me . Well , I said it five times just

21:19

for the fun of it .

21:22

That reminds me of those Snickers commercials . Better

21:24

grab a Snickers . Is gonna be a while .

21:26

Yeah right .

21:27

Now you know what you do hear that

21:29

a lot , but it goes back to listening .

21:32

Yeah , so how much ? Because the rally obviously is

21:34

kind of a combination of things . So

21:36

if you guys don't mind talking a little bit

21:38

about that , because it's again it's a marketing thing

21:40

, because you're trying to bring owners together , it

21:43

shows how that's grown , it's

21:45

a little bit of owner empowerment . While you're there

21:47

, it's a little bit of fun . It's a lot of bit of fun .

21:51

It's a lot of bit of fun . So I'll

21:53

say from the very beginning again talk about being customer

21:55

focused . We hadn't even been in business

21:58

a year yet . We launched in January and

22:00

it came to be about March or April and I went

22:02

to Kole and said hey , what do you think

22:04

we could pull off a rally our first year in business

22:06

? He didn't even bat an

22:08

eye . He says absolutely , spend what

22:10

you need , let's make sure these people enjoy themselves . We

22:12

ended up having about 55 , 56 units

22:14

show up for a new manufacturer . That's

22:16

just unheard of , right . But Kole

22:19

and Ryan from day one have just understood the power

22:22

of engaging the consumer and

22:24

let's be a part of something , not just another company

22:26

. And that spans into

22:28

our service realm as well . You're

22:30

not talking to Alliance , you're talking to Bill , you're talking

22:33

to Kevin , you're talking to a

22:35

person . I want it to be personal . If

22:37

we're going to have heated discussion , let's talk

22:39

person to person , not

22:42

company to person .

22:43

Right , yeah , exactly . Awesome

22:45

guys . Is there anything that you would

22:47

want anybody to know from both of y'all's positions

22:49

with Alliance that we haven't touched on today ?

22:52

The Miller's motion are amazing people

22:54

Absolutely .

22:55

That didn't cost me hardly anything . Yeah

22:58

, definitely , give me later .

22:58

Definitely follow them . I

23:01

would also recommend that if you are

23:03

looking

23:05

or researching or trying to decide

23:08

what product you want to get in what

23:10

RV you want , to go with research

23:12

, all of Alliance's social media Research

23:15

, our brand ambassador social media , miller , motion

23:17

wayward wags Venturesome

23:19

couple , the Irene

23:21

Iron Travels there's

23:23

a couple more but research them and see what they're

23:26

saying and what they're doing and how they're camping

23:28

in the product and how we're

23:30

being extremely transparent and

23:32

honest through them . The

23:35

last thing we want to do is show

23:37

priority . We want to make it very clear

23:39

that their experience is going to be

23:41

what every buyer's experience is going to be To

23:44

wrap up the show .

23:45

we actually asked a bunch of listeners out there

23:47

and shared some things on social media that we could

23:49

ask a few questions , Full

23:51

disclosure . We took two shows and jammed them in

23:53

the one this morning with you guys . You

23:56

have a few more than the rest , but I'm going to

23:58

let you both answer it in whatever way

24:00

you want to , or if just one or the other . They

24:03

all are somewhat geared towards customer

24:05

service , somewhat geared towards the owner of power and stuff

24:07

. This one comes from Tim

24:09

in Virginia . What's the most difficult

24:11

thing about being in charge of a customer service

24:14

team in the RV space ?

24:18

I would say from our aspect is allowing your team

24:20

to play in the world of gray . Customer

24:23

service usually likes a black and white answer yes or

24:25

no . Are you in warranty , out of warranty ? How

24:28

do I empower my team to make those smart decisions

24:31

and go outside of the norm ? Play

24:33

in that world of gray ? That would definitely be our biggest

24:35

challenge .

24:38

This one seems specific for Bill Susan

24:40

from Utah . Do you ever get tired of

24:42

being asked so many questions ?

24:45

I'm in the wrong job if I mind getting

24:47

asked questions . I absolutely

24:50

love this . I'd be lying if I said I'm

24:52

not tired at the end of the day , especially at a show like this

24:54

. You're smiling all day long chatting with people , but this

24:57

is what we love to do .

24:58

He dressed up as cousin Eddie got on stage

25:00

. That's true , he did do that he embraces

25:02

it full on .

25:03

I was going to say at the end of these

25:05

you're just a little more exhausted than normal , but

25:07

that other than that , it's a good tired . This

25:11

one comes from Beth from Wisconsin . What

25:13

are the best ways to get involved with other owners

25:15

if you can't attend in person ? I

25:17

think I know the answer to this one .

25:18

Yeah , I mean it'd be through social . Definitely

25:21

, if you're on Facebook , get on the Alliance

25:23

RV group page . That is the one that

25:25

we do monitor . But there are also

25:27

other groups that we're active with but we

25:29

don't monitor If

25:32

there's owners groups or anything like that

25:34

. We're on every social platform there

25:36

is and we're engaging on all of

25:38

them . There's community there . You

25:41

just have to look for it sometimes .

25:43

Perfect . I'm going to leave the next question

25:45

to the end because I think it's a fun wrap up question . This

25:48

one's from Alicia in Texas Go

25:51

Texas , sorry . We recently purchased

25:53

a paradigm and one of the deciding factors

25:55

was the content Alliance

25:57

puts out helping current owners and she actually

25:59

mentions what you know Wednesday . Are

26:02

there any plans to expand or do even more

26:04

of this ? I'm going to say probably a more like

26:07

in addition to weekly stuff , even more

26:09

than that .

26:09

Yeah , oh for sure . I mean like we're just scratching

26:12

the surface there . And I've only been

26:14

with Alliance . I've only been with Alliance

26:16

for one year now . I mean literally like almost to

26:18

the date , and

26:20

I'm getting closer with Bill's team

26:22

every week and we're

26:24

getting new ideas and we're also expanding

26:27

our how

26:29

do I say this ? How we're going to be doing

26:31

content in the next month or two and it's

26:33

going to get better and it's going to be more

26:35

dialed in . So you're going to have a lot

26:38

more coming , so watch out for that .

26:40

Very good . I'll add to this that Joe's an absolute

26:42

machine when it comes to content and relevant

26:44

content . I mean , I remember when he first started

26:46

he had a list and we're pulling him to the side

26:48

, going , hey , make this a realistic size

26:51

, you got way too much stuff .

26:52

It was like 150 things .

26:54

But he said just give me some time , eric . It

26:56

didn't take him much time . He was checking boxes

26:58

off on that left and right . He gets the stuff

27:00

out , he gets it and he understands service

27:02

helps to sell units and so

27:04

, yes , I would expect to see more of this stuff . What

27:06

you know , wednesday's taken off beyond our wildest dreams Right ?

27:09

Yeah , it absolutely has .

27:10

No , when it's good , it's good right . And it's actually helping

27:12

people , so it's a double bonus it's entertaining

27:14

and it actually helps . So , okay

27:17

, I actually misread this question .

27:18

It's not as exciting as I thought it was Sorry

27:20

, Thomas .

27:21

This is from Thomas in Louisiana . He does say he's

27:23

a full-time RVer . He said we noticed

27:25

a lot of RV shows like the one we're at . Other

27:29

owners are helping . How can they learn more about those

27:31

opportunities ?

27:33

The social media is where a lot of this happens

27:35

. Okay , yeah , we do keep a list

27:38

of upcoming shows on our website .

27:40

Yeah , yeah , yep , yeah , there's

27:42

a list of shows on our website . It's

27:44

right there on the home page or if you click the little hamburger

27:46

menu , you can click events .

27:48

There's a hamburger menu . Sorry , I got hungry

27:51

there , not bad .

27:53

But we throw stuff out on

27:55

the RV groups pretty typically . Usually it's Bill

27:57

. Hey , we're going to be

27:59

at the rally if you want to attend .

28:01

I was .

28:01

This one was actually . All these volunteers

28:03

were organized by George Walker . Okay , I have to give him a

28:05

huge shout out here . So

28:07

check your , get on the Facebook group

28:09

, just say hey , I'm interested in participating

28:11

, and then we'll get back with you for sure

28:13

.

28:14

I was going to say . I'm pretty sure I saw

28:16

, a couple of weeks prior to the show , something

28:19

. Somebody had a Google Doc kind of a forum thing . Yes , that

28:21

popped up on the owner's group the main one . Awesome

28:24

guys . Well , thank you

28:26

so much for taking some time out of your day . I know , bill

28:28

, there's about 150 more questions out there for

28:30

you , so I let you get back to those .

28:32

Just a quick question 150,000 .

28:33

Yeah , it's just one more , it's fine .

28:36

I begin , a big thank you to Alliance RV for

28:38

letting us come and hang out in the booth and a big

28:40

thanks to Bill and Joe for sitting down with

28:42

us . We hope that everybody has a great week

28:44

out there and we'll see you next time .