Arnie Baker and his wife traveled 1,100 miles from their home in St. Louis, Mo. to Seffner, Fla. to purchase their 2008 Safari Simba from Lazydays. When asked why he embarked on a cross- country odyssey to buy an RV that he could have purchased closer to home, Arnie states proudly, “Not only did Lazydays have the best selection but everyone there went the extra mile to make us comfortable throughout the entire experience, especially our delivery team.” While he cannot say for sure how many RV dealerships they passed on their journey from Missouri to Florida, Baker is sure of one thing. “We won’t go anywhere but Lazydays to buy an RV,” he affirms.

Longtime Delivery Advisor Theresa Patton feels that the personal touches made by the delivery department staff make a meaningful difference to customers. “In working with each customer, I ask myself, if I were purchasing this RV, how I would want my experience to be,” says Patton.
Patton and the entire Lazydays staff understand that the delivery of an RV is the realization of a long-awaited dream for many customers. “We want the delivery experience to be as enjoyable as possible for our customers,” explains Patton. “At Lazydays, we work together as a family every day in order to please our customers, one customer at a time,” she continues.

Everyone in the Lazydays delivery department knows that it takes more than love to deliver an RV. A lot more. The moment an RV is purchased at Lazydays, the delivery process is set in motion. “Our goal is to work as hard as we can to make sure that the customer’s RV is standing tall on the delivery site at the time it was promised,” claims Delivery Shop Foreman Andy Dietz. “It’s not a 9 to 5 job. We’re here each morning when daylight breaks and we go home after dark; six days a week, sometimes seven.” With such an intense and demanding workload, Dietz asserts that communication and trust amongst the delivery technicians is crucial. “We almost spend more time here than with our families,” says Dietz. “This is our second family. Everyone here knows everyone. We know each other’s quirks. We know what we’re good at. We help each other get the job done. The entire delivery process relies on communication,” he continues.

With so many specialists working simultaneously to prepare an RV, it is no wonder that communication plays an integral role during the delivery process. “Some deliveries go smooth as can be with no problems at all,” says Delivery Shop Foreman Steve Ballard. “Some deliveries have problems that have to be communicated between team members and then to the customer,” he continues.

“If there is a problem with an RV, the technician will communicate that problem to his team leader and the RV won’t go to the next step in the delivery process until that problem is resolved,” claims Dietz. Quality Control Technician Phil Delor explains, “Although our goal is to get the customer’s RV on the delivery site on-time, the process can be delayed when addressing unexpected problems.”

“But it’s better to take the time to fix a problem here at Lazydays rather than to let it go and have it break on the customer while they’re on the road,” Delor continues.

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Delor believes that attention to detail is the major reason why the Lazydays delivery process is in a class by itself. “I had the experience of working at other RV dealerships for 10 years before I came here,” explains Delor, “ I don’t believe there is any company out there that thoroughly goes through their RVs, new and used, motorized and towable, like Lazydays does. Whether it’s replacing old tires, batteries or anything else that is needed, Lazydays will spend a lot more money [than other dealerships] to get the RV standing tall on the delivery site. Other companies just don’t do that.”

Thoroughness and attention to detail are not the only unique aspects of the Lazydays delivery process. On their assigned delivery day, customers are enrolled into either Club Lazydays® or the CrownClub® by their member benefits coordinator, who presents them with a membership package and explains all the member benefits that the customer may now enjoy as result of taking delivery of an RV from Lazydays. “This is the fun place,” explains Lead Delivery Benefits Coordinator Kim Woody. “This is where we give our customers all of the unexpected extras that come with their new toy.”

For the final stop of the delivery process, customers are escorted via golf cart by their delivery advisor to their new RV, where their personal walk through instructor awaits to provide them with a one-on-one lesson on both its operation and numerous features. Depending on the customer’s level of RV experience, this training can take from thirty minutes to 10 hours. Customer Bob Logan praises Lazydays’ thoroughness and individual attention during his walk-through and relates that he learned a great deal about his purchase. “They spent virtually the whole day with me,” says Logan. “They explained everything about my travel trailer to me so that I had absolutely no questions at all.”

Following the walk-through, if the customer is trading in an RV, a lot porter will park the customer’s old RV in the space next to their new one. By parking the old RV facing the opposite direction of their new RV, the customer has convenient, door-to-door access and can easily transfer personal belongings to their new home-on-wheels. “The side by side transfer system is very convenient“ says Baker. “My wife and I have three years worth of living in our old RV.”

He goes on to say, “Having the old one parked next to the new one means there are only a few feet when going from door to door. It’s really great.”

Lazydays encourages customers to spend the night on the delivery site in their new RV so they can dive in and start familiarizing themselves with its features and gadgets. “Many customers have told me that other dealerships will sell you an RV, take your money, hand you your keys and say good-bye,” explains Delivery Advisor Chuck Schnitker. “As soon as you sign the papers... you own it and you’re on your own.” Schnitker continues, “With the Lazydays delivery process, our customers get to explore their new RV hands-on and consult an RV expert concerning any questions about its features or operation before they depart Lazydays for the open road.”

He explains, “Spending one night on the delivery site allows them to use the electronics and bathroom components as well as run the generator,” he continues. “And come morning, if they have any questions or if something isn’t working properly… there are literally hundreds of experts on-hand who can help them.”

Customer Marta Cisneros is glad she and her husband spent a night on their delivery site in their new fifth wheel trailer. “A lot of people might wonder if it is really necessary,” she says gratefully. “Believe me, you need to spend one night. We are so glad we did.” Cisneros’ husband Arturo agrees. “In the morning we had a lot of questions and were able to get all of the answers.”

Lazydays sells and delivers more RVs each year than any single-site RV dealership in the nation. Yet, it is the company’s commitment to dedicating both time and attention to each and every customer that truly makes Lazydays number one. Looking back on his experience, Logan insists it is the human sensitivity that Lazydays offers on a daily basis that made him a customer for life. He affirms this by saying, “The delivery of my travel trailer was an extraordinary event. Lazydays is the only place that I have ever purchased a big ticket item that treated me with the same respect and level that I like to treat my customers when they buy from me.”

Baker seconds the notion and will gladly make a return trip from St. Louis to Florida when it comes time to buy another RV. “Lazydays treated us like friends, not customers,” said Baker. Each of the more than 700 employees at Lazydays anticipates the Baker’s return. They understand how their new family member feels and look forward to making his next delivery experience as pleasurable as his last. After all, until it becomes yours, it is just a dream.

Click here to watch the movie clip “THREE STEPS TO OWNING YOUR RV,” and learn more about the joys of selecting, purchasing and owning the RV of your dreams from Lazydays.