It is another busy day at Lazydays, one of the nation’s largest, most popular RV destinations. Throughout its 126 acres, the hardest working staff in the RV industry collectively makes an effort to complete the remaining tasks of the day and prepare for the challenges of tomorrow. Service team leaders meet with their shop foremen and discuss the day’s workload. Service advisors bring their customers up to speed on the progress of their RV repairs. Lot porters jockey recently purchased coaches to their delivery sites. Sales consultants make phone calls to their customers. The grounds crew puts the finishing touch on keeping Lazydays beautiful. 
2008 RVs on display at CrownClub
CrownClub members Sally and Rich Forcier are part of the reason Lazydays is such a bustle of activity. Their 2007 American Eagle is due for a winter tune-up, so they brought it to CrownClub to be serviced by RV technicians they trust. While their coach is being repaired, they relax comfortably in the clubhouse lounge and enjoy complimentary meals while socializing with fellow RVers. “Sally and I always enjoy meeting new people as well as re-connecting with those we have already met,” exclaims Mr. Forcier.
Unrivalled in the RV industry, CrownClub is an experience unique to Lazydays customers who purchase qualifying luxury motor coaches. “CrownClub is the boutique inside the big store,” explains CrownClub president, Dominic Calabro. “The relationships that we build with members are very personal.”
Whether in for service or just stopping by for lunch and an afternoon of socializing, CrownClub members enjoy a host of “extras” that know no equal in the RV industry. Beginning with exclusive, member-only access to its resort-style 17,000 sq. ft. clubhouse, members are welcome to enjoy amenities that include a bar, lounge, dining room and library on the club level and the BusinessCenter (with wireless Internet), swimming pool and outdoor deck on the lobby level.
Additionally, CrownClub members receive an overnight RV site, which is fully equipped with water, sewer and electricity, for their service appointments. The oak tree-covered sites are conveniently nestled around the Clubhouse which is near the CrownClub service bays.
Delectable breakfasts and lunches are prepared by the club’s three dedicated chefs and are served complimentary by the friendly CrownClub service staff six-days-a-week. While at the top of many members’ lists of favorites, the meals are not the club’s only sweet spot. “I love the pool and I love meeting people,” says member Karen Conway. “I also love to take walks around the beautiful grounds and look at coaches.”
Many members feel that it is the camaraderie of membership that is most satisfying. In addition to the clubhouse, members can come together and enjoy friends and an array of fine dining and entertainment at the exclusive reunions held at various RV resorts each year. “We have attended CrownClub reunions in Port St. Lucie, FL, Myrtle Beach, SC and St. Charles, MO,” says Mr. Forcier. “The events are first class and a lot of fun.”
Others believe it is the personal touches offered by the staff on a daily basis that makes CrownClub membership a truly rewarding experience. “As a business owner, I like to treat my customers with a certain level of care and respect,” claims Conway. “I feel that the staff here at CrownClub treats me that same way. They make you feel important. They care about what you think and say.”
“When you come to work at Lazydays, you are welcomed into a family as though you were a customer,” explains Club Manager Steve Schriver, Sr. Though they may whistle while they work, the staff at CrownClub understands that making RVers feel at home is an “up before dawn, home after dark, six-day-a-week” effort. “You can’t duplicate the people here at CrownClub,” says Sales Consultant Ken Ware, a 14-year Lazydays veteran. “From top to bottom, the people that work here truly are a special bunch. We really are a family.”
“We want our employees to have fun,” explains Calabro. “We want them to love what they do, because ultimately that love gets transferred to our members.”
With 46 highly skilled and trained technicians working in 43 dedicated service bays, CrownClub members benefit from the highest level of expertise. “The coaches are getting more complicated every day,” claims CrownClub Service Manager Danny Moore. “Our guys undergo weekly training in order to keep up on industry innovations.” He continues, “This is why 80% of our CrownClub service techs are RVIA/RVDA certified, some master certified.”
CrownClub was officially launched after many years of planning and research in 2001. CrownClub Service Manager, JR Bolton (who has been with Lazydays for 23 years) proclaims, “With luxury motor coaches evolving into more complex machines, the need to create and adapt a higher level of service was realized.” He continues, “That is how CrownClub came to be.”
Director Nadine Barber recalls Lazydays’ founder Don Wallace’s vision for CrownClub. “He always envisioned a mini-dealership within the dealership for the high end RV owner. He felt that we should provide something extra.” Barber continues, “It’s something that perhaps no other RV dealership does.”
“Ultimately, customers want to know that you care,” says Calabro, who meets each day with the heads of both service and delivery to ensure that each and every CrownClub member is being taken care of. “We want to do everything we can to ensure that our member’s needs are met,” explains Calabro. “JR [Bolton] and I make every effort to introduce ourselves to every member that visits the dealership. By doing so, when they walk by our offices, they feel comfortable coming in and talking with us,” he continues.
“After a coach is delivered, I call each member to make sure that their experience went well and ask if they have any unresolved issues,” Calabro went on to say. “Ultimately, it is the little things that customers notice that make all the difference when it comes to customer service.” CrownClub exists to enhance Lazydays and to set a standard within the RV industry by which all other RV dealerships will be measured. “Customers are expecting more from a dealer when they buy a high-end coach,” Calabro continues. “When you look at the whole package of what you get when you buy an RV here at CrownClub as opposed to other dealerships, there is an incredible difference in value.” Member Robert Wolf adds, “When you become a member of CrownClub, you get a taste of the good life and you don’t want to go back.”
Schriver recognizes the importance of building a relationship with CrownClub members. “Every time the front door opens, we say ‘welcome to CrownClub’,” says Schriver. “Doing so is the first step in making our members feel welcome and comfortable. After all, when you become a CrownClub member, you become a part of our family.” Ware adds, “CrownClub is built on the same principles that Lazydays was built on. We take the time to know each customer as a person.”
Calabro believes the best is yet to come for CrownClub and its members. “No matter how big we get in the future, we know that we deliver and service coaches one at a time,” says Calabro. “It is important for us to always remember that our customers’ confidence and trust in us is earned. We will never stop working to earn that confidence and trust.” Wolf insists that CrownClub has earned his trust for life. “They work so hard here at CrownClub to keep you happy,” he attests. “We wouldn’t go anywhere else.”
For more information on CrownClub or Lazydays, visit www.Lazydays.com.