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From the smiling staff, to the children’s
arcade, to the open coffee bar, Western RV
is not your typical RV dealership.
That’s because owner Bruce Urban, with his
relaxed vibe and wide grin, is not your typical
salesman.
This atypical approach to selling RVs is part of
the reason Western RV has grown into such a widespread
success, says Urban.
“We just make it a practice to follow the universal
law of reciprocation,” he says.
“If you’re kind and generous and honest to people,
as a rule, they’ll be kind and generous and honest
back to you.”
It seems Urban is one of the few salespeople who
has figured out customers don’t like to be pressured
by salesmen, which is why he’s taken his dealership
in the opposite direction.
“Instead of working on commission, my staff is
financially rewarded for finding the right product
for the customer, not what fits the salesman’s pocketbook,”
he says.
“We try to absolutely teach and coach customers
and that’s how we create a no-pressure atmosphere.”
Urban’s stores not only invite kids in, they’ve
practically mandated family fun with arcades, minicars
and open RV displays inviting people to take
their time, discuss and have fun while they browse,
says chief operating officer of Western RV Group
of Companies Al Ryz.
“The environment is not stuffy, and people don’t
feel threatened when they walk in the door,” he
says.
“They feel like they’re walking into a friend’s
house.”
And a big part of that environment is the staff,
says Ryz.
“They’re outstanding,” he says.
“We pride ourselves on having a fun, friendly
staff who are highly trained with RVs in both sales
and service.”
The high-quality service is a reflection of the
fact Urban also has his own ways of keeping his
staff motivated and happy to come into work everyday.
“We have a lot of long-term staff because we
make sure everyone is treated equally, from the
people washing trailers, to the people in accounting,
to the service techs, to myself,” he says.
BruceUrban
WESTERN RV GROUP OF COMPANIES
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As an added bonus, Urban doesn’t keep strict
deadlines, encourages flexible schedules and trusts
his staff, so it’s no wonder they’re getting more
applications than they have positions to fill.
“Everyone knows they have a job to do, and
mutual respect for each other and I think that’s why
it works,” says Urban, whose laid-back and unpretentious
vibe hasn’t changed since he started the
business in 1991, working out of a tiny trailer in
Calgary.
Today, Western RV has six locations across
southern Alberta, and has recently expanded into
selling boats and custom motorcycles as well
— a move that has Urban, a sports fanatic, very
excited.
“I am fortunate and blessed,” he says.
“I just wake up every day and have fun and business
seems to take care of itself.”
Visit www.westernrvcountry.com for more
information.