I've been reading some of the "Dear Marcus" posts, where people have taken their product and customer service complaints directly to the CEO. I think that this new CEO's response is great, but I would like to make an observation.
It seems that there are a few people out there who feel the need to IMMEDIATELY jump on anyone who posts anything negative about CW. These people either feel that they have a duty to defend the company, or they enjoy playing the part of apologists for those customers who have become frustrated and angry in dealing with these issues.
Believe me, these angry customers don't need someone apologizing to Mr. Lemonis for the fact that they're angry! They gush on and on about how WONDERFUL CW is, and heap praise on the CEO for resolving problems. I don't know if these people are on the CW payroll, or if they just enjoy bowing to, and praising people for merely doing their job.
I'm a Good Sam member, and have purchased a few of their insurance products, but I quit dealing with CW several years ago after what I felt was the "last straw" that I was willing to put up with regarding their lack of customer service. I won't go over it all again, but suffice it to say it took many incidents before I was finally fed up in dealing with CW.
Yes, the new CEO seems to be trying to be responsive to customer complaints. Yes he's personally resolved several of them through this forum. And yes, he seems to have a genuine desire to change the direction that CW was headed in. However, fixing a few problems, and having a desire to change things are going to take more time than just the few months that he's been on board and taking corrective action.
The problems with Camping Worlds lousy reputation for customer service will NOT be changed by the CEO's personal intervention in a few specific issues. He will have to change the philosophy of the company, so that good customer service becomes the norm, not a rarity. He's going to have to replace many of the "good old boys" that are currently running the CW stores, with managers that have a philosophy similar to his - one in which they are less interested in one individual sale, but instead are working to have the customer come back again and again. Keep in mind that good prices will get a customer to come into the store, but good service is what will keep the customer coming back.
I appreciate the fact that he has "fixed" some issues for a few unhappy customers here, but what about all of the customers that are still being treated in a way that leaves them unhappy enough to do their shopping elsewhere? How about the unhappy customers who either don't use this forum on which to vent, or just don't want to get involved in a public confrontation, so they maintain their silence and just buy elsewhere?
These problems that the CEO is fixing SHOULD HAVE BEEN FIXED by a store manager, district manager, regional manager, or anyone else along the chain of command. He should be changing management attitudes, not fixing individual problems.
I appreciate the fact that this new CEO is trying to turn things around, but it took many years for CW to EARN the poor reputation that it has, and it's going to take many years to EARN the reputation that he would now like it to have.
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MichDoc may we invite you to come to the Grill-fest at the Belleville, MI store May 18-19 next month. Ourselves and a couple of state chapters have been working with the MI stores for the last few years on special events. I'd like for you to meet us chapter members and sit down for a little bit. I do agree with you that several years ago there were problems at the MI stores and we have watched the transformation since then to a customer first service attitude at the stores today. You will not find any of the managers who were there several years ago.
MichDoc wrote: The problems with Camping Worlds lousy reputation for customer service will NOT be changed by the CEO's personal intervention in a few specific issues. He will have to change the philosophy of the company, so that good customer service becomes the norm, not a rarity. He's going to have to replace many of the "good old boys" that are currently running the CW stores, with managers that have a philosophy similar to his - one in which they are less interested in one individual sale, but instead are working to have the customer come back again and again. Keep in mind that good prices will get a customer to come into the store, but good service is what will keep the customer coming back. I appreciate the fact that he has "fixed" some issues for a few unhappy customers here, but what about all of the customers that are still being treated in a way that leaves them unhappy enough to do their shopping elsewhere? How about the unhappy customers who either don't use this forum on which to vent, or just don't want to get involved in a public confrontation, so they maintain their silence and just buy elsewhere? These problems that the CEO is fixing SHOULD HAVE BEEN FIXED by a store manager, district manager, regional manager, or anyone else along the chain of command. He should be changing management attitudes, not fixing individual problems.
Glad you said it and not me. And the CEO has been doing this on the forum for quite time now and the folks at the stores and shops seem to ignore him. No way should a customer stand at a checkout looking for a clerk for over 10 minutes. And then to think, I left the stuff there at the checkout and walked out cause there did not seem to be anyone who cared I don't know who was at fault, but someone should have been fired, but I don't have those powers. But I do have the power to take my money elsewhere!
But one other thing. Something I am not knowledgeable about!! Are the employees happy? Are they well paid? Do they have good benefits? They are the people who make a company what it is!!! If they don't make the customers happy, no one can!
Actually...in our Jayco club we have a number of members who are NOT Good Sam Club Members, nor are they Members of this Forum.
They have commented to me about the service at our area Camping World in La Mirada improving...to the point that several of them that had previousily sworn that "they would never again set foot in a Camping World if their lives depended on it" have returned to that Camping World and had other services done to their RV's.
I recently returned to Good Sams insurance because after a several year hiatus away, I was pleased to see some incremental improvements.
More attentive, friendly and helpful staff...new items, better store layout for example!
And I have returned to shopping there for some new goodies for our RV...it's been at least 2 years since I've been there!
Oh don't get me wrong, they ain't perfect yet...but I'm willing to give them a chance.
And I wasn't paid or given any freebies for saying that either!
My posts shouldn't be taken for factual data. They are purely fictional, for entertainment purposes and should not be constituted as actually related to scientific, technical, engineering, legal, spiritual or practical advice. Amen.
If I remember correctly Marcus has been the CEO of Camping World for many years. It is only recently that CW has merged with Good Sam (formally Affinity Group) and he is now CEO of the combined company. Yes he has made some good changes in the new company and time will tell if he gets it back on tract.
Jim
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We have been laying back and waiting to see what would happen, with Marcus trying to change the corporate attitude that had developed at Camping World, since the Affinity Group bought it, a few years ago. This week we had a need and opportunity to visit the store in New Braunfels, north of San Antonio, which is the store we have used the last several years, when we had no other choice. It has NOT changed one bit, still the same non service and surly attitude we have seen over the last couple years. We will go back to shopping via the internet, were we are not subjected to the rude employees in their S&B stores.
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I don't think you'll EVER find a large company that ALWAYS provides the best service or products possible and different people will have different experiences in dealing with them. change does not occur over night and will NEVER be 100%. The real issue is that CW is addressing the known problems and improving the situation. Nothing wrong with anyone either complaining or complementing them, it's the information that's the important issue.
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Any and all changes has to start at the store level. While we talk of the positives of the new CEO, if the interface between customers and CW employees isn't there, nothing will keep it alive and prosperous. I used to deal steadily at CW, but in the last 5-7 years, I look elsewhere. Safe travels.
When CW was purchased, the current employees should have been given one thing and one thing only, and that is the opportunity to re-interview for their job. I think this would have weeded out the deadwood and given CW a chance to survive.
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I don't know who was at fault, but someone should have been fired, but I don't have those powers. But I do have the power to take my money elsewhere! 
