july2017

152 153 What Your Customers Want & Need www.duratain.info NO MESS! NO STRESS! GIANT RECREATIONWORLD ing Club, we can promote the RV lifestyle,” he adds.“They enjoy spending the time with us. We have a very tight-knit group of customers and employees.” Going forward,McNamara says that newloca- tions are a possibility in the future.“Nowthat I’ve successfullymoved our locations,wewill look elsewhere,”he avers,“maybe south on our eastern coast; maybe start working on the I-75 corridor; and maybe even the Gainesville/Ocala area.” Meanwhile,McNamara stresses that the company will continue to work hard at keeping its customer service positive.“Anyone can pick up the phone and call me at any time; plus my email address is on the front page of our web- PREFERRED VENDORS n Duratain www.duratain.info n Blue Ox www.blueoxbungalows.com n Eco Pro Products www.ecoproproducts.com site,”he states.“I ask people to contact me if there is any type of problem. I send out a postage paid return survey card to every customer that purchas- es an RV from us or has service work done at Giant RecreationWorld.Mymailbox is consistently full of reply cards,which I use for continuous training and improving. Since I started doing this, our cus- tomer satisfaction rate has gone to the high 90s. I am proud that we have over 45,000 happy local customers who call Giant Recreation World their Hometown RV Dealer.We’re very excited about the future, and we see consistent growth in our industry. Our employees and our customers are very loyal – and that is why we continue to grow and remain on top.”