Read on to learn more about who we are, what we’re here to do, and why you should join the Johnston RV family!
Where have you always wanted to go?
To view the peaks of the Rockies in Montana’s Glacier National Park? The misty oceanfronts of the Atlantic coast? On a tour of roadside attractions that provide enough funny family stories for a lifetime (we’re looking at you, World’s Largest Loaf of Bread in Urbana, Ohio)?
When Rodney Johnston bought Hood RV in Decatur, AL, with his son, Nick Johnston, in January 2014, they wanted to help customers make their answers to this question a reality. Two years later, they opened a second location in Cullman and together the two stores have continued to grow their selection of quality RVs, parts, and services.
Now, in 2020, Johnston RV Center remains a family oriented business and includes Rodney’s daughter, Kelsi Nuss, and her husband, Cody Nuss, as web director and head of operations, respectively, in its team of almost 50 wonderful employees.
L to R: Rodney Johnston, Kelsi Nuss, Nick Johnston, Cody Nuss
Image courtesy of South Huntsville Neighbors Magazine
Mandi Cook Photography, Huntsville, Alabama
How does Johnston RV Center maintain its place in the top 3 RV dealerships in Alabama year after year?
There are many things that set apart Johnston RV Center from other RV dealerships in the area.
It starts with the people.
Sales manager Mike Miller has been at the Decatur location since it was opened as Hood RV Center in 1988. He played a key role when the Johnstons purchased the business in 2014, helping them grow into what consistently has been a Top 3 dealership in the state the past three years.
“I don’t know if I’ve ever been around a more kind-hearted, funny and just overall great guy,” Nick said of Miller. “We relied on him heavily in the early days and still do to this day. His leadership of the sales team and making sure customers are taken care of is key.”
Personnel in the parts and accessories department make sure all the camping necessities and latest gadgets in the RV World are in stock, and a knowledgeable service staff make sure customers are taken care of after purchasing.
Another reason for Johnston RV Center’s success is a diverse inventory of travel trailers, fifth wheels, toy haulers, and motor homes. They feature Cherokee travel trailers and fifth wheels, which is the No. 1-selling brand in the country, and Johnston RV is the top-selling Cherokee dealer in the state. The Freedom Express line by Coachmen – one of the oldest most-respected names in the RV industry – also is a centerpiece of the Decatur location. And Rockwood – the top-selling lightweight brand in the country – is featured at the Cullman location. There’s Shasta, Vibe, Alpha Wolf and Spirit travel trailers as well as Arctic Wolf, Sandpiper, Cardinal and RiverStone fifth wheels and a whole host of other quality brands from Forest River.
In addition, Johnston RV Center has one of the largest toy hauler selections in north Alabama with Vengeance, XLR and Work and Play – among others.
“Our goal is to be able to offer something for everyone,” Rodney said. “We see first-time campers who are looking for something simple to get them on the road, and we also see the seasoned pros who are looking to move up to a luxurious fifth wheel or motor home. And we have everything in between. We want to be the one-stop shop for RVs in north Alabama and the surrounding area.”
Nick says there’s no specific demographic that purchases an RV, which is why it’s important to have so many offerings.
“I think there’s some misconceptions about who purchases an RV,” he said. “A lot of people think, ‘Well, that’s only for retirees.’ That’s simply not true. We see young families purchasing RVs to go camping with their kids; we see a lot of people who purchase a camper to work out of, like traveling pipeline workers or traveling nurses; we see those who just want a camper to set up on a lake lot; and yes, we have retirees who purchase a motor home or fifth wheel to start traveling the country. The point is, this lifestyle is for anyone, and it’s really rewarding to see photos and hear stories of camping adventures from our customers.”
But perhaps the single biggest thing that keeps customers making the short drive to Decatur or Cullman is the Warranty Forever program.
What is the Warranty Forever program?
The Warranty Forever program, backed by National Automotive Experts, is a major component warranty that is included at no additional charge on every new and gently pre-owned RV that Johnston RV Center sells.
It’s designed to give each customer peace of mind that they are taken care of when the factory warranty goes out.
“This has been great for our business but, more importantly, great for our customers,” Rodney said. “We have offered the Warranty Forever program since we opened in 2014, and it was the single best decision we’ve made.”
There’s a long list of components that are covered, including air conditioners, refrigerators, water heaters, electrical systems, LP systems and much more. Also, the warranty is good at any RV service center.
The only requirement is that the RV be inspected once per year.
“Like changing the oil and rotating the tires on your vehicle, there’s certain things you also have to do to maintain your camper,” Nick said. “The Warranty Forever program says if you properly maintain your camper, the covered components will be taken care of the entire time you own it.”
Cody sees customers every day in the service department having their inspections done and filing claims.
“The Warranty Forever program is great to work with,” he said. “There’s no catches with it – If it’s a covered component, it’s taken care of. And it’s 100% parts and labor, so there’s no deductible.”
Learn more about RV Warranty Forever here.
What type of RV does Johnston RV Center recommend to its customers?
With all the choices in the RV world, this can be a tough question to answer. Johnston RV Center, though, helps guide its customers through the process of picking the perfect RV for their needs.
“We want to make sure we put our customers in the safest towing situation possible if they’re purchasing a travel trailer or fifth wheel,” Nick said. “We want to make sure we match your tow vehicle with the right camper. We offer the best in weight distribution hitches for travel trailers and the fifth wheel hitches we carry are second to none. Plus, we’ll install your brake control and make sure you know exactly how that operates.”
When someone chooses the right camper for them, Johnston RV Center provides a technician at pickup time to explain exactly how everything works.
“Our techs provide what we call a customer education course,” Rodney said. “They go through all the essential operations of the camper with the customer and have them operate everything to make sure they understand how their new camper works.”
“I always joke around with a first-time camper by asking if they are ready for their exam after the walkthrough,” Nick said. “Seriously though, our guys do a great job explaining all the operations of a camper. By that point, our customers can’t wait to head to one of the local state parks, go to the mountains or the beach. It’s really fun to see that.”
Johnston RV Center also offers motor homes, like the Sunseeker Class C.
“We are very selective in the motorized inventory we carry,” Rodney said. “Over the years we’ve realized that from a quality standpoint, the Class C Sunseeker is tough to beat. Sunseeker offers smart floorplans that sleep up to eight people. Most are on a Ford chassis and can have multiple slides to maximize space. It’s easy to drive and, when you take into account the size and features, gets great gas mileage.”
Getting Creative in the Digital World
“I like to joke that I’m an analog guy in a digital world,” Rodney said with a laugh. “I prefer handwritten letters and doing business face to face, but I understand that’s not necessarily the world we live in now.”
That’s where Kelsi’s strengths come into play for Johnston RV Center.
As Web Director, Kelsi collaborates with a marketing firm and website development team to make sure Johnston RV Center’s message is clear across all platforms.
“It’s a challenge but one that I enjoy,” Kelsi said. “I know my role is important and it’s ever changing from an online marketing standpoint. I make sure our website is up to date with latest we have to offer, and I also work with our marketing team to put out our latest sales and specials.”
“We couldn’t do this without her,” Nick said. “She does a great job with all the creative and the digital marketing. She definitely keeps dad and I up to date on what’s happening with our online presence.”
The Missing Piece
Cody’s impact on Johnston RV Center has been immeasurable.
“There’s no way to put into words the impact he’s had on our business. Everything he is great at, Nick and I definitely are not,” Rodney said. “We rely on him heavily to keep the service and parts departments running as smoothly as possible. The processes he’s put in place have helped us serve our customers in a more efficient manner.”
Cody is in charge of implementing processes between parts and services and making sure it fits into the sales process as well. He works with the parts manager and service manager on a daily basis and also speaks with customers to make sure their concerns are addressed.
“We’ve worked really hard on the communication process between all facets of our business,” Cody said. “I think that’s the most crucial thing – communication. We have to make sure if a customer comes in for a service need, we listen to what’s happening, make sure the correct part is ordered and the technician assigned to the job takes care of everything in an efficient manner.
“No doubt there are challenges within this business and my position in particular. We’re not perfect, but we strive to be. One thing is for sure: If there is a service or parts issue, I’m going to make sure our customer is taken care of.”
Originally published in South Huntsville Neighbors Magazine
June 2019 Issue
Edited for Johnston RV Center blog
