Gaylord Maxwell, columnist and lecturer founder of Life on Wheels, passed away yesterday. He will be missed. The most recent column of his I read was in RV Business, Sept 08 - "Is it time to Revisit the Consumer Care Commission?"
Twenty years ago, Gaylord was asked to set up and chair a Consumer Care Commission, whose purpose was to make recommendations about how to maximize consumer satisfaction among RV owners. The commission consisted of members representing all segments of the RV industry. After meeting several times, they did develop a concise overview of the problems from the consumer's point of view. Thought they suggested remedies, Gaylord wasn't sure that it had much of an effect. Some things have improved but he wasn't sure that the commission should take credit.
He ended, saying that, "The RV marketplace is much better than it was in 1988. Customers are getting better products and services." However, he noted that consumers are still complaining about poor quality and poor service. On one attendee survey at the Life on Wheels conference in Tucson this year, one person wrote, "The dealers simply sell you the coach and give you hardly any instruction on how to use anything." In 1998, the commission report said, "Dealers should accept the responsibility of educating the consumer about the RV equipment and lifestyle." Has anything changed? Gaylord quoted Yogi Berra, saying, "It's déjà vu all over again."
What do you think? Have things improved? Are RV manufacturers and dealers doing all they can to maximize consumer satisfaction?
OPRAH's show: I've read that the segment with an RVer receiving financial advice from Suze Orman on the Oprah show will be Tuesday, September 23.
Jaimie Hall Bruzenak
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