Some dealerships chase trends. Snowy River Coffs Harbour just keeps doing the basics brilliantly – and it's paying off.

Director Kathleen Saward runs the dealership, backed by more than 25 years of caravan know-how. With the dealership now accredited through the Retail Dealership Accreditation Program, we caught up with Kathleen to talk trust, standards and staying ahead in a fast-changing industry.

Can you tell us a little about your dealership – where you're based, the brands you stock and the customers you primarily serve?

Kathleen Saward (KS): We're based in North Boambee Valley on the New South Wales Mid North Coast, operating as Snowy River Coffs Harbour.

We specialise in Snowy River Caravans and work with a wide range of customers, from first-time buyers right through to experienced travellers upgrading their vans.

We've also been part of the industry for more than 25 years through ABCO Caravan Services, working across a wide range of caravan repairs and servicing, so we understand what customers need not just at purchase, but long after they leave the yard.

What values drive your dealership and shape the way you do business?

KS: For us, it's all about being genuine, honest and easy to deal with.

We really focus on doing things properly, whether that's how we look after our customers or how we run things behind the scenes. Safety, compliance and professionalism are a big priority for us, but just as important is making sure people feel comfortable and confident when they walk through the door.

At the end of the day, we want customers to feel like they're dealing with people they can trust.

What are some of the biggest challenges currently facing RV dealerships, and how is your business responding to them?

KS: The industry has definitely been challenging, with rising costs, higher customer expectations and a bigger focus on compliance and standards.

For us, it's about trying to stay ahead of that. We're always looking at ways to improve our systems and processes so we can keep up with changes in the industry and adapt to the ever-changing economic environment.

We've put a lot of work into making sure everything we do is clear, consistent and up to a high standard, from our internal procedures through to safety and documentation.

Your dealership recently became accredited through the Retail Dealership Accreditation Program. Why was this important to your business, and what benefits or opportunities do you believe it will unlock?

KS: Becoming accredited was really important to us because it backs up how we already try to operate as a business.

With more than 25 years in the industry, we've always believed in doing things properly, and this program gave us the opportunity to formalise that and have it independently recognised.

It also gives our customers that extra peace of mind knowing they're dealing with a dealership that meets national standards and has systems in place to support them.

We see it as a great step forward for our business and something that will continue to build trust and open up new opportunities moving forward.

The Retail Dealership Accreditation Program (RDAP) identifies participating caravan and RV dealers as businesses committed to the best practices in business management, operational policy and procedures, sales, and customer service. LEARN MORE about how your dealership can become accredited.