A Day in the life at Dynamax

[bclemens]

It takes a team. While I get far more credit than I deserve, it is the team that makes it all possible. A lot of sales people send every complaint to service, but these guys genuinely care. Couldn't be prouder for all the extra things they do on a daily basis.

PS. I didn't even know this video was shot. It's like a birthday present...only its not my birthday.

https://www.youtube.com/watch?v=6wcrxRHHONM

[Peabs]

Hey Brian, Happy Birthday even it's not your birthday.
Thanks for sharing this video and the ethos described for the leadership team.
Good stuff!
Larry

[wmtire]

Fantastic. Also appreciate the FRF shout out.

[dblr]

Great video now if that spirit could spread across all the divisions that would be great. Loved the Forum shout out.

[Judge64]

Excellent.... and informative!

- I like that running changes are part of your DNA. To me its an edge and I'm not sure that is the case with a lot of manufacturers.

- I was in sales for 2/3 of my career and a running joke with customers was always "do the guys that design and build products ever use them?" It's good to see that you are your team not only use the rigs but you walk through them when they leave the production line.

- Talking to customers is the only way to gauge how you are doing. Answering the phone is huge. Participating on social media is also a big deal. It can be a time-drain but its the best way to take the temperature and pulse of the customer.

[CyberShanks]

Very nice to see that side of Dynamax, and that you have more people on the team acting like Brian. Appreciate the open-ness, and ya, happy non-birthday


Jim

[bclemens]

Originally Posted by CyberShanks

Very nice to see that side of Dynamax, and that you have more people on the team acting like Brian. Appreciate the open-ness, and ya, happy non-birthday


Jim

My goal is to spread like a fungus I will not rest until everyone is itching to take a rig out to see what it can do, that everyone is in customer service, and that every call is important.

[5picker]

Originally Posted by bclemens

My goal is to spread like a fungus I will not rest until everyone is itching to take a rig out to see what it can do, that everyone is in customer service, and that every call is important.

Oh how I hope your "fungus" spreads to the towable divisions!
Great video, thanks for sharing!

[bclemens]

Originally Posted by 5picker

Oh how I hope your "fungus" spreads to the towable divisions!
Great video, thanks for sharing!

There are a lot of good towable divisions. I see the quality reports on the Rockwood stuff and they are always one of the best. Where some divisions were not where you'd like to see them, they have made some GM moves in the last two years that have put some really strong people in place.

The dealer support improvements have really been led by the towable divisions. They set the standard in making it easier for dealers to escalate issues (to the right people), make it easier to find prints, make service/warranty more efficient. There are some really good call center/support help things in the works as well. It is all hands on deck right now, heavily focused on improving the customer experience.

[captnrick3]

Great video! Happy Birthday

[Sunseeker16]

I had issues with my 2016 Sunseeker 3010 DS with several failed attempts to repair it by different folks near me. I was about to throw in the towel and get rid of it but I thought one last try and reached out to FR. My unit was well out of warranty. Brian Clemens stepped up and worked with the Sunseeker group and my unit was in Elkhart in January 2024 and I got it back at the end of February 2024. Been working good since. Their folks that did the work were very nice to work with.

If FR needs some beta testers I'm all in.

[Air Cooled Nut]

Thanks for using Freightliner trucks, you're helping to keep me employed!

[vlamgat]

Very interesting - thanks. I enjoyed seeing the great guys I me on my factory visits.

Interesting comment from Tony about his regular touch-base calls with dealers. In my unhelpful conversations with MHSRV, not only did they deny any contact with the factory on maintenance issues but the one Service Rep who eventually called (after intervention by the group GC) told me that no one above him had any interest in service/equipment issues post sale. Their focus was getting the rig out the door and after that it was open season, so he had no means to promote a maintenance/service issue with the factory. An issue that Brian's direct support from the factory resolved.

From my aerospace experience, I just wonder how opaque these dealers are with Tony given what I experienced with MHSRV? I also know for example that some dealers experience with the TPMS issues (before Dynamax dropped the factory system) had not reached him when we discussed it in 2022.

[bclemens]

Originally Posted by vlamgat

Very interesting - thanks. I enjoyed seeing the great guys I me on my factory visits.

Interesting comment from Tony about his regular touch-base calls with dealers. In my unhelpful conversations with MHSRV, not only did they deny any contact with the factory on maintenance issues but the one Service Rep who eventually called (after intervention by the group GC) told me that no one above him had any interest in service/equipment issues post sale. Their focus was getting the rig out the door and after that it was open season, so he had no means to promote a maintenance/service issue with the factory. An issue that Brian's direct support from the factory resolved.

From my aerospace experience, I just wonder how opaque these dealers are with Tony given what I experienced with MHSRV? I also know for example that some dealers experience with the TPMS issues (before Dynamax dropped the factory system) had not reached him when we discussed it in 2022.

It really depends on the dealer.

All I can say is, I have received calls and/or emails from the head of MHSRV on multiple occasions. I have also received them from their head of sales in regards to units they were having issues with and they were looking for an escalated solution. Or if they have repeat issues.

Some dealers are more personally involved. I exchanged 10-15 texts with the owner of DeMartini last night from 8pm-9pm. HE was texting me about a cellular router I saw on one of their videos. I had asked about it (I am looking for a better solution), as soon as I saw it, he immediately sent me one. The tracking number informed him it had been delivered, so he was texting proactively to see if I received it, gave me instructions on operation, asked how it was going. Exchanges happen like this ALL the time with them going both ways. Them needing help, us needing help. He answers my call every single time, and me theirs, no matter the time or day.

In fact I think I have mentioned it before. I think 95% of our dealers do.

Now...does that level of service always get to every single employee at every level? I can't even get that at my office where I sit every day....but I can tell you, every day, we get just a little bit closer.

[vlamgat]

Originally Posted by bclemens

It really depends on the dealer.

All I can say is, I have received calls and/or emails from the head of MHSRV on multiple occasions. I have also received them from their head of sales in regards to units they were having issues with and they were looking for an escalated solution. Or if they have repeat issues.

Some dealers are more personally involved. I exchanged 10-15 texts with the owner of DeMartini last night from 8pm-9pm. HE was texting me about a cellular router I saw on one of their videos. I had asked about it (I am looking for a better solution), as soon as I saw it, he immediately sent me one. The tracking number informed him it had been delivered, so he was texting proactively to see if I received it, gave me instructions on operation, asked how it was going. Exchanges happen like this ALL the time with them going both ways. Them needing help, us needing help. He answers my call every single time, and me theirs, no matter the time or day.

In fact I think I have mentioned it before. I think 95% of our dealers do.

Now...does that level of service always get to every single employee at every level? I can't even get that at my office where I sit every day....but I can tell you, every day, we get just a little bit closer.

I do think or perhaps its "perceive" that DeMartini gets Dynamax as it were. Their enthusiasm for the brand shows in their videos and the calls I have made to them. But I suggest they are the exception is many ways. That you had a call from the head of MHSRV is not surprising to me (at least) given my interface with the General Counsel masquerading as the Customer Service Manager. But as part of Blue Compass they are focused on their KPIs above all things and I suggest that the call must have been about something that impacted his KPIs. Its the difference between BH and the rest of them.

[bclemens]

You could suggest, but you would be wrong.

There have been multiple calls, and never one time did he call about kpi's
It was suggestions on product that presented a buyer we were maybe missing. Issues a customer was experiencing and they were seeking top level assistance to resolve, what up to that point could not be resolved (him and I working together instead of desk people).

We have often talked about product coming in, how clean was it coming in, where did we compare to others. Price points, were buyers holding off, or trying to buy down a market below.

Blue Compass as a whole is certainly not perfect, but MHSRV is run pretty independantly. Like many companies, there are peaks and valleys.

[vlamgat]

Sounds very different from the business I and others were dealing with last year. But with that said I was being somewhat cynical about the KPI focus not believing for an instant that he would pursue them directly with you but rather seek inventory build relief (RONA, RoE, Interest Coverage etc) or rebate on pricing to move some slow inventory (same effect on KPI) but it seems I was wrong on all counts.

I often pass their spread. So I will drop in and sniff around. In the past they took no interest and once left me alone with all the Dynamax inventory so I tested the slides which BTW all worked. But I raised the Firefly voltage and at that time one did not need ignition on to activate.

[Iowa Hawkeye]

So how many RV's does Dynamax manufacture in a year? I'm asking because in the video it says the sales team inspects each and every coach before it goes out? That's pretty amazing.

[bclemens]

varies based on mix. 700-1000

[sblanchette1580]

Hi
As I asked in Youtube, I need the wiring diagram to reconnect my awning that only operate when the truck key is on (acc)

Thanks

Stephen
Europa 32kd 2023