[Interview]: What's the Definition of Customer Service? You Need to Meet Matt

Here at Sunshine State RVs, we take great pride in and place an enormous amount of importance on customer service. From the very first time you contact us to the moment you drive off our lot as a “Happy Camper,” our goal is to exceed any expectations you have about getting a fair deal and treated right.

laura-kathyPerhaps the biggest part of our overall customer service goals rest on the broad shoulders of one man. His name is Matt, and if you do in fact ever become a “Happy Camper” and purchase an RV from Sunshine State RVs, you’ll get to know Matt very well, because Matt is in charge of all of our technician walkthroughs.

On paper, Matt’s job is simple: make sure that every customer feels 110% comfortable owning and operating every single aspect of their recent RV purchase from Sunshine State RVs. Where Matt excels is taking that simple concept and embracing the importance of what his task really represents: making sure our customers are as comfortable in their RV purchase as they are in their own home.

The results of Matt’s efforts with each and every customer is told through countless customer reviews. Watch videos of William and Mary Beth, of Roadtrek International Member Hank,  and repeat customers Ron and Kathy, and listen to what they say about Matt.

Perhaps what really sets Matt apart is that his job doesn’t stop after you’ve driven off our lot. He gives his personal cell phone number to each customer he gives a technician walkthrough with and assures them that if they should ever need him, to give him a call and he can help them figure something out. If a better example of customer service exists, I’d love to see it, because I would use Matt as THE definition for true customer service every time.

Matt took a quick break to talk about the customer walkthroughs at Sunshine State RVs:

What are some the challenges customers have when you give them their walkthroughs?
Most of the customers are just overwhelmed. There are a lot of different things to learn with these units, and it’s very important that I make sure they are as comfortable as possible with everything before they drive off and are on their own. I don’t care how long it takes, my goal is to make sure they are happy and comfortable with their RV before we ever part ways.

How long have you been around RVs?
Well, I’ve been at Sunshine State for almost five years, but I’ve been around these types of units in one way or another for almost 15 years.

If you could name one difficulty customers have with their unit, what would it be?
By far the battery disconnect. It’s probably the single most important component on the RV unit. I’ve received calls at 11pm at night from customers who needed my help with their battery disconnect, and I walk them through it and get them taken care of. The most important thing to remember with the battery disconnect is this: the battery disconnect is only on when you need it, and it stays off when you don’t. Once customers understand this tip, they never have any problems with it.

What makes you most happy with your customer walkthroughs?
I love the interactions with customers. I get to meet so many different people from all across our country. I spend a lot of time with them, so I really get to know them well. The best part about my job is knowing that they are leaving our dealership 110% confident, happy, and comfortable with their RV from Sunshine State. It doesn’t get any better than that!

Are You Ready to Get Started?

Then all you need to do is contact Sunshine State RVs and we will take care of it. And we would be happy to introduce you to Matt!

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