Action Trailers ’ commitment to its manufacturers , including Forest River and N & N Trailers , could have , understandably , been shaken due to COVID-19 ’ s effects on production lines . However , their loyalty to good partners that have supported them over the years made entertaining the idea of someone else a non-starter .
“ We would get manufacturers calling us every month , asking us if we wanted a spot in their line ,” he said . “ Unlike many dealerships who try to take advantage of competitive sign-up rates , I don ’ t flip-flop or carry multiple lines of a particular series . Sure , you can lock down a territory , but you can confuse consumers and reps , too . We keep everything streamlined , carrying one or two options at most .”
Though loyalty is always admired , it does not mean such a dedicated process has always gone down well with consumers . During times of production delays , such as what has happened during the effects of COVID-19 , it becomes a double-edged sword .
“ We ’ re experiencing historic retail demand right now , which is phenomenal . Unfortunately , the negative side to that is that our credibility and reputation have taken hits due to manufacturing delays . Supply chains have been completely broken and trailers we expected in March are now being pushed back to summer ,” explained Thompson .
Action Trailers consumers , understandably , are livid and the company loses a lot of business due to circumstances beyond its control .
“ They often want to take their frustrations out on you ,” he said . “ It ’ s overwhelming and difficult .”
To combat their frustrations and better prepare his staff , Thompson said that transparency and communication has been vital . His administrative team regularly forwards manufacturer updates , so customers are constantly aware of the situation . They even include manufacturer representative information in case of any disbelief .
Additionally , Action Trailers currently has an open overtime policy , providing employees unlimited overtime hours for those willing to put in the time and effort to speed up the process . Though payroll is higher , Thompson said it has helped retained as many customers as possible and ensures trailers are sent out right way .
In return for their hard-earned efforts , Thompson does his best to show his appreciation through things like positive reinforcement , bonuses & luncheons .
“ Retail consumers , in general , tend to be negative in any field , but they are especially frustrated with today ’ s production issues . Staff morale has become more important than ever .
If there is a group of people perfectly poised to deal with the issues that plague the industry now , it is Action Trailers ’ staff thanks to the calm , prepared head of its owners .
From his original hotdog stand to one of the largest trailer dealerships in North America , Shane Thompson ’ s journey to the current iteration of Action Trailers has been a long one . However , evidenced by his own history , it is sure to continue its meteoric rise .
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