Stony Thornburg was named to head up the new personal service advocate program for Thor Motorized Services (TMS), serving owners of Damon Motor Coach and Four Winds International Corp. products.
TMS announced in December creation of the new program for retail owners called “Concierge Connection.”
The program was developed to establish a personal relationship with new retail owners of Damon Motor Coach and Four Winds International motorhomes. With this program now in full swing, brand new owners will be contacted by their personal service advocate, Thornburg.
When a dealer submits the retail sold registration for a new motorhome, Thornburg will call the new customer to introduce himself and Thor Motorized Services. The goal for the Concierge Connection is to provide a person at the factory who can provide helpful information or advice to new retail customers, according to a news release.
Thornburg has been in the RV industry for 17 years and has worked with suppliers and manufacturers in various positions. “He has a wealth of knowledge in customer service, technical troubleshooting, and dealer and owner relations,” said Janae’ Kurtz, TMS director. “Stony has been part of the customer service team for nine years and is a natural fit as our concierge. Stony has not only the knowledge of this position, but he has the experience and training to make him successful. As a veteran of our armed forces, he understands leadership and how to implement a successful game plan. I couldn’t be happier with our choice for the job.”
“Working with customers is what I love to do. Fostering new relationships and treating people with the utmost respect is what keeps me coming back to the office everyday. After only five months I can tell we are making a difference,” said Thornburg.
Four Winds International (FWI) saw increases in both Class A and Class C sales sparked by new dealers taking on FWI products at the recent National RV Trade Show in Louisville, Ky.
“We are very pleased with the outcome of the show, especially the huge increase in the number of motorhome dealers bringing in new motorhome inventory,” said Dana Simon, FWI general manager, in a news release. “I believe the commitment we are making to the overall industry and the retail customers coming into the RV industry is being seen by our dealers. With the continued support and financial stability of Thor we are able to further design and upgrade our products, which was evident to dealers in our Louisville product mix.”
The Serrano Class A continued to impress the dealers and the media, as the two models on display experienced constant traffic. The Hurricane Class A continued to see sales success as dealers looked for a solid performer in an entry to mid-line gas motorhome, Simon said. Dealers spent large amounts of time reviewing and ordering the new Montecito and Windsport Prestige, two new models introduced at the show.
The introduction of the “Concierge Connection,” a follow-up program for new retail owners, was rolled out along with an overview of Thor Motorized Services, the customer service and warranty arm of Four Winds.
“The show provided great exposure for the new programs we are rolling out at Thor Motorized Services. The new Concierge Connection is going to set the benchmark for all manufacturers,” noted Janaé Kurtz, director of Thor Motorized Services.
“The team is making a commitment to take Four Winds to the next level,” said Bill Fenech, Four Winds president and CEO. “Since coming to Four Winds in June, Dana and his team have taken on a lot of different responsibilities. I brought a change in thinking to Four Winds and we can see it paying off in the products we are building and the commitment we have made to our dealers and retail buyer.”
Four Winds continues to excel in the Class C market, and dealers are flocking to the Four Winds and Chateau Class C models for retail and rental purposes, Fenech noted. Both models offer eight floorplans, with a combination of slide and non-slides, so the product can be customized to meet a dealers needs.
Four Winds International is a subsidiary of Thor Industries Inc., Jackson Center, Ohio.
Thor Motorized Services (TMS), the service arm of Damon Motor Coach and Four Winds International, this week announced its new “Concierge Connection…Your Personal Service Advocate.”
Concierge Connection offers new retail owners of any Damon or Four Winds motorhome a personal service advocate who is responsible to expedite any service needs, according to a news release. The concierge will contact the retail owner within days of being notified of a retail registration and welcome them to the TMS family.
In addition, the concierge will explain the warranty and answer any questions such as how to obtain service and give answers to general FAQ’s about their motorhome operation. The concierge will emphasize the need for the owner to take their motorhome to the selling dealer for service whenever possible and that the dealer is the main point of contact for service. If there is a need for more technical assistance, the owners will be assigned a Customer Service Specialist who will be qualified to handle all of their concerns and help them increase their comfort level with their motorhome.
The Concierge will contact the retail owner again during the third month of ownership to bolster confidence in the service commitment provided by TMS. The follow up will assure the owner that TMS will assist in connecting the owner to a Customer Service Specialist, acting as a liaison between the owner and dealer.
“This is simply one of many unique steps Thor Motorized Services is taking to lay the foundation for an owner friendly relationship between Damon or Four Winds, the retail owner and the dealer,” said Janae Kurtz, TMS director of customer service. “We strive to exceed expectations in customer service, and by building relationships, we are confident we will build loyalty for our products and services. Our goals at TMS include acting on feedback received from all owners, thinking ‘outside’ the box to solve concerns, and striving for continuous improvement.
“We are excited about the opportunity that the ‘Concierge Connection’ program brings to the customer service experience. This program is going to provide a customer focused service relationship between the retail owner, dealer and manufacturer on a level unparalleled in the RV industry.”
Damon Motor Coach and Four Winds International are subsidiaries of Thor Industries Inc., Jackson Center, Ohio.