Staying ahead: The value of best practice across your dealership

As an accredited dealership in the Retail Dealership Accreditation Program, maintaining high standards isn’t just about ticking compliance boxes; it’s about reinforcing a business culture grounded in professionalism, customer trust, and long-term success.

Your dealership has already demonstrated a strong commitment to best practice, but accreditation is not a destination, it’s an ongoing journey of improvement, accountability, and leadership within our industry.  The business practices you have in place govern the success of your dealership.

Below are a few reminders of the practices your dealership should be embracing and why.

Risk management: Proactive over reactive

Even the most experienced dealerships face operational risks. From customer safety and financial oversight to warranty obligations and compliance with evolving legislation, risk must be systematically managed. Having clear, current policies is vital – but equally important is regularly reviewing and stress-testing these systems. Best practice means identifying risks before they escalate and taking action to mitigate them early.

Customer service: Consistency builds reputation

Exceptional customer service isn’t just a differentiator – it’s an expectation. In today’s connected world, word-of-mouth spreads quickly. Best practice customer service means clear communication, transparency in dealings, and responsiveness to feedback or concerns. For accredited businesses, it’s essential to lead by example and consistently exceed expectations at every stage of the customer journey, before, during and after the sale.

Ethical selling: Earning trust through transparency

In an industry built on lifestyle dreams and significant investment, ethical selling must remain a non-negotiable. Sales teams should be continuously trained to prioritise customer needs, provide accurate product information, and avoid pressure tactics. Trust is earned and an ethical approach leads to loyal customers, fewer disputes, and a stronger brand reputation.

HR management: Investing in your people

Your team is the face of your dealership. HR best practices covering everything from fair recruitment and staff development to performance management and workplace wellbeing directly affect customer experience and business success. Ongoing training, particularly in compliance, customer service, and product knowledge, ensures your staff stay sharp, motivated, and aligned with accreditation standards.

Ethical marketing: Honesty sells better than hype

Marketing in the caravan and RV industry must strike a balance between inspiration and integrity. Best practice involves ensuring all advertising – online, print, or in-person – is accurate, unambiguous, and in line with Australian Consumer Law. Accredited businesses are expected to market not only the dream of caravanning, but also the reality – openly and responsibly.

A reminder to reflect and review

As an accredited dealership, you’ve already demonstrated your capability and commitment. Continuous improvements will ensure your standards remain not only current, but exemplary. Use your accreditation criteria framework as a tool to regularly review your practices, engage your team, and seek ways to enhance performance.

By actively upholding and building on your accreditation commitments, your dealership helps raise the bar for the entire industry. Let your example be the benchmark others strive for.