Driftwood RV Center: Family Owned Tradition
with a focus on Today's Market
Local, hands-on family ownership is a tradition at Driftwood RV Center: one that sets it apart in today's world of corporate dealerships and buyouts. RV buyers want to know who they are dealing with; and trust that those people will be there for them today, tomorrow and into the future. An area fixture since 1977, Driftwood RV Center recently took on the task of finding a way to build on its reputation for industry leading customer service while retaining the commitment to quality that comes with family ownership.
Driftwood RV Center and Camping Resort was started over 29 years ago by Malcolm and Jean Robertson as a small family campground of approximately 150 sites. With customer satisfaction as a top priority, the camping resort has grown to 700 sites on over 250 acres of serene Cape May County woodlands. Their two sons, Malcolm and Edson, have spearheaded the growth of this company which today has expanded to include a second Resort campground, two full service RV dealerships, and Sand Barrens Golf Club, a 27 hole, world class golf course
Maintaining that tradition while responding to the changing needs of today's customers is a challenge for any business, but one that Driftwood RV Center has risen to meet. Recently the dealership's two locations have been renovated to offer the most up-to-date customer experience available, both in sales and service. New state-of-the art service bays have been added to accommodate today's RVs. New sales and business offices, computer systems, and parts and accessories stores were all designed with an eye to customer service.
A brand new sales and service center was built at the company's Cape May County, NJ headquarters, featuring the region's only indoor, heated RV showroom.
Working in partnership with area campgrounds is a key aspect in meeting customers' expectations. "Customers are looking for a turn-key answer to their needs. It's no longer enough to just sell them an RV, they want a one-stop place to get the Park Model they want and also the site they need to place it; and they want to be in a premier camping resort," Edson Robertson said. "That's the reason we are reaching out to campgrounds in the area: to show how we can team up to meet the needs of our common customers better and more efficiently than in the past.
A major change has been the emergence of the "Destination Camping" segment of the business. The traditional RVer was looking to get away, travel and see the country. That is still a huge part of the business, but over the past two decades, the dealership has moved heavily into serving a different clientele as well, one that is looking more for a second, vacation home. This growing customer base, combined with Driftwood RV Center's fortunate proximity to both the seashore and the mountain vacation areas, has led to a huge market for Park Models and Park Trailers. The Robertson brothers were some of the early visionaries who recognized, and built upon this emerging segment.
Another unique offering that helped give rise to Driftwood's emergence as the leader in Destination Camping is its in-house room and deck division, which is recognized throughout South Jersey for its quality. Featuring designs by Better Living, Driftwood's carpenters and contractors ensure that customers' room and deck additions to their Park Models is a seamless fit. "Having our own Room and Deck division has been a key asset to our customers. They know they can count on us to do the job correctly, and on-time and the cost of the room and deck can be conveniently financed right along with the purchase of the RV. Plus it fits into our goal of providing a one-stop location for the complete process," Robertson said.
Driftwood RV Center has also embarked on a number of comprehensive marketing and communications projects, including revamping the website, and installing a state-of-the-art computer system designed to seamlessly meet the needs of the customers, whether they visit the Dealership's Cape May or Atlantic County locations.
In addition, a customer newsletter Get the Drift was established to keep current and future customers informed on what is happing both at Driftwood RV Center and in the RV industry. The newsletter's name mirrors the new marketing campaign: Get the Drift! which emphasizes that RVing is not just about hitches and wheels, it is about quality time with friends and family. "We want people to understand that RVing is a lifestyle. It's about Friends and Family, it?s not just about the RV itself. "