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Lazydays Culture book

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Lazydays Culture book

  1. 1. Our Company’s Culture… and morE
  2. 2. In 1976 a family opened a small business in Tampa, Florida with $500, two travel trailers and a dream. Believing that their customers and employees were the company’s most cherished assets, the small business grew over the next three decades into the most beloved RV destination in the country. Welcome to Lazydays If you love RVing... this is home. 3
  3. 3. “RVing is a lifestyle and maybe the last true freedom on earth. Our customers want to live the dream. It’s our purpose here at Lazydays to help them fulfill that dream.” Steve Schriver, Sr. (1943- 2010) Lazydays Sales Consultant
  4. 4. Our Culture. how we do things around here We believe our Lazydays Culture is one of our company’s most valuable assets. Our culture sets the tone for what our customers expect in doing business with us. Our culture communicates how we treat our customers, our fellow partners and our commitment to our community. It defines the type of people we hire and those whom we let go. Our culture outlines how one excels within our company. The Lazydays Culture has developed over the last three decades and is evolving with each passing day. As a company, we are committed to continually strengthening our culture to best enable the execution of our strategy, the achievement of our goals, and the fulfillment of our mission to strive to provide our customers with the perfect RV purchase and ownership experience. 5
  5. 5. If you’re reading this, you’re either part of the Lazydays family or on the verge of becoming part of our family. The pages you hold attempt to define our Lazydays Culture by explaining what we value as a company. By reading this book, you will learn our core values and discover how each of these values plays a part in how we live and work at Lazydays. You will also learn the essential role our customers, our partners and our community play in determining how our company succeeds on a daily basis. 6 Most importantly, we hope that upon reading this book you will be inspired to hone your personal talents and commit your unique abilities to help us attain our noble cause; to create joy for our customers. Any Lazydays competitor can copy our business model. They can replicate our building and outfit their facility with the same tangible goods we possess. They can sell the exact inventory we offer. Our competitors can (and probably will) read this book.
  6. 6. However... No one can ever duplicate the Lazydays Culture. It’s ours… Here’s why…
  7. 7. Lazydays helps RVers discover a better, more rewarding RV life by continually striving to provide the perfect RV purchase and ownership experience. The Lazydays Mission
  8. 8. Our Values and Beliefs Somewhere on your personal journey you may have heard the phrase, “If you stand for nothing, you’ll fall for anything.” We believe this to be especially true for companies. At the heart of our Lazydays Culture lie our core values. We hold these values sacred since they describe our shared beliefs and define what we stand for as a company. Our core values both unite us and provide a common approach to the way we work at Lazydays. They describe how we do business and define the behaviors and skills we expect our fellow partners to possess. It is largely due to our core values that we both hire and let go the people we do at Lazydays. In any given situation, our core values provide guidance as to how we should act. Before you turn the page and reveal our Lazydays Core Values, ask yourself this simple question: “What do you believe in and stand for as a person?” 9
  9. 9. 10 Our Core Values at Lazydays
  10. 10. Our family Being of service to others Learning, applying and teaching Setting high goals and embracing challenges Passion Teamwork Fun Open and honest communication Doing the right thing Humility
  11. 11. “That’s the way that it has always been with this company. I can’t explain why. The people that you work with genuinely care about you and about each other. And we all really care about our customers. We want to do what’s right and take care of them.” ick Middaugh R Warehouse Manager 26+ years at Lazydays
  12. 12. Our family Every Lazydays Partner shares a common purpose of doing whatever it takes to make our customers’ dreams come true. That purpose is like an endless lasso to which each of us at Lazydays has tied and committed ourselves, bound together by the unbreakable fibers of passion and love. At Lazydays we treat our partners like family. We respect the job each partner does, the talent each of us brings to our company and the value each member of our family weaves into the experience we provide our customers. We are all in this together. Our love for one another at Lazydays exists beyond working hours. We truly care for each other. We’re happy when our partners succeed both in work and life. We’re there for our partners when they struggle and are in need. 13
  13. 13. We are a family. And like a family, we don’t always agree on certain issues. Yet because we are bound by a common purpose to which each of us is passionately committed, we work together with patience, understanding and respect to arrive at the best solution that achieves the mission of making our customers’ dreams come true. Our family extends to our manufacturers and vendors who work alongside us in achieving our 14 mission. We treat these business allies as we would our fellow partners and extend them the same compassion and courtesy, as we are grateful for the dedicated and crucial contribution they offer to our success as a company. Every year more than a quarter of one million RVers come to Lazydays, and we welcome each of them like they are coming home. In the purest sense, they have. At Lazydays, we believe that our customers are part of our family.
  14. 14. Helping our customers discover their dreams and a better RVing life is more than just a job. For the Lazydays Partner, it is a passion. We seek to earn our customers’ trust and build the kind of relationships that last beyond mere transactions and often lead to lifelong friendships. For us, there is no greater joy than to have our customers return to Lazydays year after year and share the memories of their journey with us. To see and hear about where they’ve been. To watch their kids and grandkids grow. To know that we have helped them turn their dreams into lasting memories with their family and that they consider Lazydays part of that family just as we consider them part of ours. That’s why we do what we do at Lazydays. 15
  15. 15. Being of service to others “What can I do today that will make a difference in someone else’s life?” Every Lazydays Partner asks this question at the start of each day. How each of us acts upon answering this question determines both our happiness as individuals and our success as a company. 16 At Lazydays, we are in the business of serving others. Each of us has special gifts and talents, something unique and exceptional we offer for the greater good of those around us. By unselfishly sharing our gifts, by giving to and elevating others without expecting anything in return, we provide outstanding service.
  16. 16. “We are of service to our customers and of service to one another. That’s a basis to our culture at Lazydays. It’s what makes us stand as tall as we do in the RV industry.” emond McKinley D Sales Consultant 11+ years at Lazydays
  17. 17. The Lazydays Partner believes that the greatest joy and best rewards in life come from giving and being of service to others. By going above what is expected and selflessly offering your personal gift, you will rise to a place where self-fulfillment is bountiful. You will discover a level of happiness that 18 is so satisfying, you will perpetually ask yourself... “What can I do today that will make a difference in someone else’s life?”
  18. 18. What will you do today?
  19. 19. “There is always something that you don’t know, but the person next to you does.” Susan Jones Creative Director 2+ years at Lazydays
  20. 20. Learning, applying and teaching One promise we make to our customers is that they can come to us with any problem and we will do whatever it takes to solve it. At Lazydays we promise that we are experts in the world of RVing, a promise each Lazydays Partner keeps by continually improving and expanding his or her field of expertise. RVs are complicated machines whose intricacies become more complex with each passing year. Ongoing training and continued learning are therefore keys to our success as a company. At Lazydays, there are a wealth of channels that provide opportunities for learning and growing. Our partners take advantage of formal learning avenues which include training courses, seminars and book reading. We also learn informally by talking to and gaining knowledge from fellow partners whose experience varies from our own. 21
  21. 21. We learn from our mistakes. We learn from our successes. Every day we learn and most importantly we apply what we have attained towards the task of helping our customers discover a better more rewarding RV life. The ultimate goal for a Lazydays Partner is to become a mentor; a valued expert in a given field 22 who shares knowledge with a fellow partner in a way that encourages and inspires development. The sharing of knowledge is a transfer of energy that occurs at Lazydays throughout each day. It reinforces our core value of “being of service to others” and helps us grow as individuals, as a company and as a family.
  22. 22. “Just seeing the smiles on customers’ faces is all the thanks I need.” Snow Chamberlain Event Coordinator 24+ years at Lazydays
  23. 23. “I’ve been here over 16 years and I really can’t imagine working anywhere else. There is something new every day. There are always new challenges. I enjoy it, and I’m going to be here.” ike Ballard M Delivery Technician 16+ years at Lazydays
  24. 24. Setting high goals and embracing challenges A Lazydays Partner seldom dwells on why something can not be done. Instead we ask ourselves, “What CAN we do?” We are a very goal-driven company. Our goals are purposely set high providing the motivation to push ourselves beyond the boundaries of what we think is possible. Since our founding in 1976, we’ve made a point to shatter every record we have ever set. We never stand still, nor do we spend too much time looking in our rear view monitors admiring what we’ve done in the past. Setting high goals and working hard to achieve them together gives us a focus and keeps us from becoming complacent. 25
  25. 25. At the end of each month, when the challenge of attaining our monthly goal is within reach, there is an electricity at Lazydays; an energy that inspires every Lazydays Partner to look within his or her heart and give a little extra. Doing your part to achieve our goal as a company creates a pride that no one can ever take away. It is a feeling that we crave at Lazydays and passionately seek month after month. 26 Because every RV is different and every customer is unique, there is nothing routine about working at Lazydays. Every day there are challenges to overcome. To a Lazydays Partner, nothing is more gratifying than overcoming a daunting circumstance en route to making a customer’s dream come true. Overcoming challenges is what we live for.
  26. 26. We don’t see challenges as problems, we see them as opportunities. A challenge is an opportunity to find one’s character and overpower adversity. Ours is an industry that is constantly changing and becoming increasingly more complex. Every day we face our changing world and embrace the challenges within, knowing that by taking initiative we are creating opportunities that would otherwise pass us by. As Lazydays Partners, we believe that together we can accomplish just about anything. We persist in the face of setbacks and see honest effort as the path to mastery. 27
  27. 27. “When you’ve gotten your hands dirty and you’ve shed enough blood and you’ve broken a sweat and everything else working on these coaches... it becomes a passion. ” ike Willett M Technical Training Manager 9+ years at Lazydays
  28. 28. Passion Children see the world with an enthusiasm and spirit that is often forgotten somewhere on the way to adulthood. They are easily excited and have relatively few fears about expressing their enthusiasm. They are perpetually curious, full of wonderment, joy and hope. Their imagination is boundless. Most importantly, they act like there is no such thing as failure. The secret to life is to hold onto your childlike spirit and harness your enthusiasm as you get older, until it becomes your passion. Passion is an unyielding devotion to a cause that infuses life with meaning, joy and unbridled enthusiasm. It is a desire in your heart, a fire in your soul. 29
  29. 29. Passion can not be faked. It can’t be bought. You can’t learn it in a training course.
  30. 30. Passion is bred from a love that is true and cannot be fabricated. When you love what you do, you cease to see your efforts as mere components of a job. With love, your job becomes your passion. With passion as your competitive weapon, no goal is beyond your reach. Every Lazydays Partner believes in the mission of our company. We see ourselves as part of a movement and understand that the work we do fulfills our noble cause. Each of us knows that our individual efforts count for something. What we do is bigger than ourselves, which in turn lets us know that WE count for something. Every great triumph, is the triumph of great passion. By focusing our individual passions toward a common purpose, to make our customers’ dreams come true, we accomplish truly great things at Lazydays. 31
  31. 31. Teamwork We are all in this together. Striving to create the perfect RV purchase and ownership experience, as we promise our Lazydays customers, demands precise execution of our coordinated efforts. 32 Teamwork is the only way we can make it work. Effective teamwork creates energy, provides momentum and instills confidence as our combined efforts work to fulfill our promise to make our customers’ dreams come true. At Lazydays, teamwork is built on trust. We rely on both the character and ability of each of our partners to do his or her part to help our customers discover a better, more rewarding, RV life.
  32. 32. “It takes every employee here to make that customer’s dream come true.” D ianne Miller Business Manager 4+ years at Lazydays
  33. 33. If any single partner holds back or gives anything less than an honest effort, 34 we risk letting the customer down. If we fail just one customer, we fail as a company.
  34. 34. Each day we tirelessly work as a team to help our customers turn their dreams into lasting memories with their families. Each Lazydays Partner has committed to one another and has vowed to do whatever it takes to make each customer experience one that they will never forget. Our teamwork makes Lazydays a place we love to be. If we love Lazydays, what must our customers think? 35
  35. 35. “To work here and be successful you have to enjoy yourself, your partners and most of all you have to really enjoy the customers. We’re in a fun business when you think about it.” uss O’Connor R Sales Manager 14+ years at Lazydays
  36. 36. Fun Some believe that success leads to happiness. At Lazydays, we believe it is the other way around. We believe that success will find a happy person, one who radiates positive energy and is at peace with the surrounding world. RVing is not logical. It’s not perfect. It’s not neat and tidy. But it sure is fun. 37 RVing is fun. Every day we work to create joy at Lazydays. We create joy for our customers by helping them realize their dream and making it fun in the process. When you walk the halls at Lazydays, the faces that weave in and out of your vision are smiling. We don’t really like it that way. We love it!
  37. 37. We love to make our customers happy. A smiling customer is having fun and realizing an emotional connection with Lazydays that we have sought to create. Adventurous souls from all over the world come here hoping to achieve the freedom and joy promised by the RVing lifestyle. Lazydays is their guide to fun. We are the shepherds of RV joy, delivering the happiness our customers have dreamt about. Making customers’ dreams come true makes us smile. 38 Companies often talk about their “working environment” and how it is a place that is conducive to a high morale among employees. We’re not one of those companies. One day when you’re walking the halls at Lazydays, a customer may stop you and say, “This seems like a really fun place to work.” They won’t ask you about Lazydays’ working environment. They won’t ask about your morale. They won’t ask you about anything. They’ll just tell you what you’ll already know.
  38. 38. This is a really fun place to work. Open, honest Communication
  39. 39. OPEN HONEST COMMUNICATION People see the world and form opinions through their own experiences. Until we consider how the world looks from the other person’s point of view, we cannot communicate effectively. The Lazydays Partner promises to be reliable, credible and honest in all communications with both customers and fellow partners. 40 We promise to be reliable by doing what we said we would do when we said we would do it. We promise to be credible by being well informed and knowledgeable about what we are communicating. Most importantly, we promise to be honest by always telling the truth. If we do not know something, we will admit it, and promise to seek and learn from someone who has the answer.
  40. 40. “The people who have been here a while have figured out that you get a lot more with honey than you do with vinegar. It’s a lot easier to go up to someone respectfully and talk to them than it is to go up yelling at them.” ric Sponauer E Shop Foreman 20+ years at Lazydays
  41. 41. If we must communicate bad news, we will be swift in informing the impacted party and express with sincerity how we intend to fix the problem at hand. When it comes to communication, it is so easy to make the mistake of having less patience in communicating with those who care about us the most. At Lazydays, we know that we must never take our fellow partners for granted. 42 We are all in this together. The hundreds of men and women working at Lazydays share a common purpose of doing the right thing for our customers. We may not always agree with one another at all times. However, by communicating exceptionally, by seeing and respecting the other person’s point of view, and by listening with an open mind and true heart we can empathize and understand.
  42. 42. We will listen.
  43. 43. “The Lazydays Culture is all about doing what’s right and going that extra mile for your partners and your customers.” teve Adams S Director of Customer Experience 13+ years at Lazydays
  44. 44. Doing the right thing Every Lazydays Partner is empowered to use his or her own best judgement to do the right thing. At Lazydays we have processes and procedures that serve as guidelines for how to handle a given circumstance or situation. We know that we could never create a process for every possible situation. We also understand that we can not, nor would we ever want to, put what we do at Lazydays on automatic pilot. Instead when an unusual situation arises (which happens all day every day) we grant each Lazydays Partner the power to put themself in the shoes of the customer and make a sound decision to do what is right. 45
  45. 45. Doing the right thing does not mean doing what is most advantageous for the customer, nor does it mean doing what is most profitable for Lazydays. 46 Doing the right thing means finding a special place in between where we are both living up to our obligations and providing the customer everything that we promised... plus a little bit more. It is a pretty good wager that every Lazydays Partner has a story about doing the right thing and helping a customer. The common thread in all of these stories is the truth that at Lazydays, any decision you make is the right decision so long as you keep this valued principle in your heart.
  46. 46. You have the power. Do the right thing.
  47. 47. “We’ll make mistakes and correct them to the best of our ability.” Lazydays Promise
  48. 48. Humility You are an individual whose unique talents and creative ideas can help Lazydays in ways we have never imagined. But to believe that yours is the only perspective worth considering would be to rob Lazydays of our true potential and deny our customers the experience they deserve. To narrow your field of vision and focus only on your thoughts and ideas at the expense of your fellow partners would be to become a victim of hubris, a sufferer of excessive pride whose contribution to the group is negated by selfish motivations. Your personal experience and perspective can compliment those of the partner next to you and create an unbreakable bond of teamwork. It is our collaboration of ideas that has helped our company endure and overcome for more than three decades. 49
  49. 49. Please be kind and strong enough to leave your ego at the door.
  50. 50. And come inside. We’ve been waiting for you.
  51. 51. Our culture is constantly evolving, but there are a few concepts we believe will never change: We expect each Lazydays partner to act according to our values. Each one of us has a duty to question actions that are inconsistent 52 with our values. Our Lazydays Values are the principles on which we stand. They demonstrate what we believe as a company. Every day we strive to improve our company and our culture along the guidelines of our values. So it has been since Lazydays began more than three decades ago.
  52. 52. Take a moment to look within yourself A moment ago we asked, “What do you believe in and stand for as a person?” Now that you have read our values we ask: Which of our Lazydays values are in line with your personal values? Take a few moments and read our values again if you like. The question we just asked is somewhat complex and requires a certain level of critical, self-reflexive thought. However, the answer you find is crucial in determining if Lazydays is a place at which you will feel at home and thrive. 53
  53. 53. What we do is not difficult to explain. We fulfill the dreams of our customers. Someday you may discover that making customers’ dreams come true at Lazydays is one of the most rewarding experiences a person can have. On that day, you will look around, as so many who came before you, and see many of the most exceptional and amazing people you have met in your life. You will feel honored to have had the partners and customers who comprise the Lazydays Family accompany you on your wonderful journey. 54 On that day you will also think about those who were once by your side and have since become a memory having pursued interests and values other than those of Lazydays. On that day you will understand two inescapable truths: To be a part of the Lazydays family is a joyous and unique life experience. However...it’s not for everybody. Which of our Lazydays values are in line with your personal values?
  54. 54. “Our customers believe in more than just a fair price and great service. They believe that their RV, no matter how big or small, is a piece of them; a dream they’ve been waiting to capture and an adventure waiting to be experienced. We’ve understood this for more than three decades. That’s why we believe our customers and their dreams are sacred. Our customers are part of our family. Every day we try to show our customers that we care. Every day we strive to make our family proud.” Excerpt from the Lazydays Promise
  55. 55. “When a hug is your goal, when a customer’s joy is what you’re shooting for, it changes your outlook on everything you do.” T erry Cramer Sales Consultant 4 years at Lazydays
  56. 56. Our customers If you were to interview every Lazydays customer and ask why each comes to Lazydays as opposed to any other RV dealer on the planet, you’d discover a range of answers that just might fit into the Grand Canyon: They love their sales consultant. They feel like family. They love the ambiance. Their kids love the campground pool. Their dog is welcome. The specific reasons why our customers love Lazydays and continue to come here year after year varies widely and is as diverse as our customers themselves. But we feel it all comes down to the Lazydays Customer Experience. At every possible touchpoint, we strive to surprise and delight our customers with an enhanced experience. That experience begins the moment a customer logs onto Lazydays.com. It continues when the customer makes the journey to our home. Every sight, every sound, every smell exists to captivate our customers’ senses and exceed their wildest expectations. 57
  57. 57. We promise our customers, “Wherever you want to go, Lazydays gets you there.” This promise goes beyond finding our customers the perfect RV. It means more than helping our customers reach a physical destination. This promise means we will do whatever it takes to help our customers achieve the kind of joy, wonder, excitement and freedom they once felt as children, when the world was new and wide open with possibility. No two RV dreams are the same just as no two RV journeys are alike. When we have made a 58 customer’s dream come true, we have created an emotional bond. We have mobilized the wheels of a journey whose every moment the customer will forever cherish. As a Lazydays Partner, it is important to understand that you play an integral role in the experience of every customer who comes to Lazydays with a dream he or she hopes to realize. If we do whatever it takes to make that dream come true, the experience we provide our customers is one they will never forget.
  58. 58. “We’ll listen. We’ll learn. We’ll stay late. We’ll show up early. We’ll strive to exceed your wildest expectations. We’ll make mistakes and correct them to the best of our ability. We’ll do whatever it takes to make your RVing dream come true. We’ll be there for you. Our door will always be open.” Our Customer Promise
  59. 59. “The hundreds of men and women at Lazydays who are passionately committed to helping RVers discover a better RVing life are called partners. We’re all in this together. Each day we tirelessly work as a team... to help our customers turn their dreams into lasting memories with their families.” Excerpt from the Lazydays Promise
  60. 60. Our Partners Meaningful work. When the job you are performing is personally satisfying and rewarding and you have the confidence that the mission and values of Lazydays are in alignment with your own, you will be inspired as you work. Inspired partners are creative, productive and happy. They want to make an impact, create a legacy and do something that feels truly substantive. The Lazydays Work Environment. We strive to make our home one in which employees feel included, supported, respected, enabled and challenged to contribute their best; an environment in which partners enjoy their work, enjoy who they work with and especially enjoy serving customers. 61
  61. 61. A few thoughts on what it’s like to work at Lazydays... “I used to work in the automobile industry. I had some friends who worked here and would tell me what a great place it was, how all the customers were nice and how everyone took care of each other. Frankly, I didn’t believe it all until I got here. I’ve been here for two years and I still can’t believe it. Everything is true, what they say about this place. It truly is a great place to work.” 62 atrick Sheehan P Sales Consultant, 2+ years at Lazydays “I’ve recruited a few friends to come work at Lazydays. They’re still here and love it. The Lazydays story is easy to tell. It’s contagious. It’s great to be a part of everyone else’s dream. I think the most rewarding is when my customers share their pictures and email me or call or send birthday cards. I have tons of customers that send birthday cards. It’s great.” Samantha Watson Retail Parts Associate, 3+ years at Lazydays
  62. 62. “There are no better people to associate with than RVers. They will go out of their way to help you, even help you when they haven’t been asked to help. They are the first ones to come to your aid. I think with the Lazydays employees, it’s pretty much the same thing. We’re there for our customers. We’re there for our fellow partners. We do the right thing.” aren Booher K Title Clerk, 14+ years at Lazydays “Your fellow partners rely on you to take care of anything that they need help with. That should make anybody feel good. For them to ask you, knowing that the job will get done right... that should make you feel proud. As far as customers go, sometimes just a few minutes of your time makes the day for them. That makes you feel good. If it doesn’t, you shouldn’t be working at Lazydays because that’s what it’s all about.” Oliverio Jeff Property Management, 4+ years at Lazydays 63
  63. 63. “We had a partner whose husband passed away. She didn’t have the funds to take care of what she needed while he was in the hospital. A couple of us got together and explained her situation to the partners at Lazydays and before long we had collected enough money to take care of the funeral and to stock her fridge and pantry with groceries. At Lazydays, if we see something that needs to be taken care of, we know that we have free reign to do what we need to do to get it taken care of.” 64 essica Sanchez J Accounts Receivable Specialist, 8+ years at Lazydays “If someone is struggling, they have a place to go with their peers where they can talk about how to get better. They can get advice from veterans who have experienced what they’re going through. We always want to get our arms around somebody who isn’t making it and try to help by making sure we’re doing everything we can so they can share and enjoy in the success of the company.” Dominic Calabro General Sales Manager, 17+ years at Lazydays
  64. 64. “We love each other. And when you work with someone who may not excel in one area, but you know they have the customer’s best interest in mind, you try to find a spot where they’re going to excel. We’ve had so many partners start here at one department and ultimately find their calling and the success and happiness that goes with it in another.” Chris Trapeni Sales Manager, 13+ years at Lazydays 65 “I know I’m one of the people around here who people look at and say I live for this company, this company is my life. And they’re right. If I retire from here, if I die here, I’ve lived a good life. I’ve known some great people, and I’m sure I’ll know some great people going forward. There is nothing to regret about any of that.” Andy Dietz Shop Foreman, 28+ years at Lazydays
  65. 65. “I’m excited about learning. I know that given the opportunity, I will succeed at Lazydays. I look forward to doing great things for the company and being useful. If our CFO needs a report, I want him to say, “Arnaldo is going to do it. I want him to do it,” because he knows that it’s going to be done right. That’s what I’ve been looking for. And there is no doubt in my mind that this is where I will find it.” Arnaldo Rivera 66 Payroll Accountant, 4+ months at Lazydays “What makes Lazydays great is that they are constantly trying to move people up within the company. As positions open up, rather than go outside the company, they first listen internally and try to get employees within to fill those positions. That’s an awesome thing.” Jesse Blankenbiller Delivery Support
  66. 66. “You have the power here at Lazydays to do the right thing. Use that power to your best ability. You can be an employee at a lot of other companies and you don’t have that freedom. At Lazydays, if you see someone in need, you don’t have to go jumping hurdles to help them. You know what the right thing to do is and you have the power to do it. It’s encouraged and I think it makes everyone here feel better about themselves.” ick Toomajanian R Supervisor of Service Porters, 12+ years at Lazydays “Unity is made in hard times. The strength in family and the strength of our company comes through surviving hard times, sharing those tough experiences and coming out on the other side knowing that we’ve succeeded.” Steve Ratcliff Vice President Finance and Insurance, 19+ years at Lazydays 67
  67. 67. To the customer, you are the company. In the life of every Lazydays customer there comes a moment of truth when he or she 68 forms an opinion about our company. That opinion is often formed by a single interaction with a single employee. Make every interaction count.
  68. 68. Our Community “Our home was built in a place that was here before us, and will be here long after we’re gone. That place is our community. It’s a place we believe should be made better by the actions we take. That’s why the Lazydays Employee Foundation strives to provide a better future for the children of our community by empowering them with education. It’s our way of ensuring that the community our children inherit will be even stronger than the one we did.” Excerpt from the Lazydays Promise 69
  69. 69. A few words from the people working to give the children of our community a better tomorrow... “I just wanted to say thank you for all that you’ve done for us. Not just with the RV, but with the support along the way and helping us with whatever we need. It takes everybody joining together to really make a difference. From everybody at the Little Red Wagon Foundation, I just wanted to say thank you and we’ll see you back at Lazydays.” 70 Zach Bonner Founder The Little Red Wagon Foundation “It’s wonderful to have Lazydays and their crew here today. They’re just phenomenal the way they’re working together and what they’re doing for us. They’re doing a wonderful job and I just can’t say how much it means to us to have them here at the Spring today.” Suzanne Caltrider Horn The Spring of Tampa Shelter from domestic violence
  70. 70. “There was no way, humanly possible, that our small organization would have been able to master a project of this magnitude without the help of Lazydays and its Dream Team. I was overwhelmed by their professionalism and by their attitude. They never said ‘this is impossible’. They never said, ‘no we can’t do this’. When you’re dealing with the Dream Team you’re dealing with professional skill sets of people who know details and who genuinely care. Lazydays is part of our family. Their fingerprints are all over our organization. Words are never enough to express my gratitude and our appreciation. We are a community. And if Lazydays had not been here for our organization, we would not be able to do the things we do for the children of our community. I just want to say thank you from the bottom of my heart.” Wanda DeLaRosa Executive Director It’s All About Kids Child Learning Center 71
  71. 71. “Our youth are our future, and with your help a child’s success is possible. We thank you for your gift to Florida Pre-paid Scholarship Match. Your gift will enable us to continue enhancing public education in our community.” William E. Hoffman President, Hillsborough Education Foundation 72 “Youth aging out of foster care IS a community issue and one that together, we CAN make a difference. Thank you for becoming a partner with Ready for Life and working with us to assist the youth so that they will have a successful transition into adulthood and become productive citizens of our community. Gerry Hogan and Kathy Mize Co-Founder and Executive Director Ready for Life Foster Care Transitional Program
  72. 72. “I couldn’t have succeeded without the scholarship you’re providing me.” Justin Lighthouse Scholarship recipient Shelter from domestic violence “On behalf of the Board of Directors and the children that we serve, we would like to thank you once again for your continuing support of A Kid’s Place. You truly do make a difference in the lives of the children in our care, and we are very grateful for your contributions, fun activities and time shared with our kids.” Virginia B. Johnson Executive Director A Kid’s Place of Tampa Bay 73
  73. 73. “You improve your community one person at a time, one child at a time, one project at a time. And to the Lazydays Employee Foundation, yes you do it, one person at a time, one project at a time, and I thank you. You represent the grassroots of Tampa. Your employees, 70% of them, give payroll deduction, to go to a project like this, doing so even during a recessionary downtime, 74 they still believe enough to do that. That represents the very best of what this city is all about.” Mayor Pam Iorio at the dedication ceremony for the Lazydays Youth Development Center
  74. 74. “This is a fun place. When customers come into our marketing department, and they see the colorful umbrellas and they see the giant chalkboard they’re just blown away. Every one of us is smiling and joking around with each other. Our customers see how much fun we’re having while we’re working and they can’t help but start having fun too. It’s all about creating joy for our customers and that’s what we do every day.” yle Williams K Senior Graphic Designer 2+ years at Lazydays
  75. 75. THe lazydays dream In 1976 Lazydays began with an inventory of two travel trailers and a bank account of $500. Our inventory and our company have grown over the last three decades. As a family we have enjoyed wonderful success during financially great years, and we have hunkered down and weathered a few rough storms during the financially not-so-great years. 76 Through it all we have never lost sight of the importance of our customers and their dreams. The customers that purchased our very first travel trailers had dreams that are every bit as sacred as the customer who purchased an RV from Lazydays today. Since the late 1970’s, our customers have come to us hoping to embark on a journey of fun and adventure. We believe that helping our customers turn their dreams into lasting memories with their family has been one of the greatest joys we could ever know.
  76. 76. The pages you hold in your hand have attempted to give you an idea as to what the Lazydays Culture is all about. In truth, our culture is an unfinished story; a tale that is constantly evolving with experience. The only way to fully understand our culture is to experience it for yourself. Walk through our front doors and let us welcome you to our family. Join us in our mission to do whatever it takes to make 77 our customers’ RV dreams come true. It’s what we’ve done for the the last three decades and with your help... it’s what we will be doing for the next three decades. At Lazydays, we also have a dream...
  77. 77. “I don’t call myself a sales person. I like to think of myself as a dream finder. ” van Crayder E Sales Consultant 78 3+ years at Lazydays
  78. 78. Our Noble Cause: Create joy.
  79. 79. We are not in the business of selling RVs, nor are we in the business of servicing them. That people from all over the world come to Lazydays to purchase their RV or have their home on wheels serviced with us is incidental to what we really do. 80 We help our customers fulfill their dreams. At Lazydays, we are in the business of bringing joy and happiness to our customers by doing everything we can to help them get the most out of their RV lifestyle. Every day you work at Lazydays should be a day you try to make a difference in someone’s life.
  80. 80. Maybe you will brighten a customer’s day by listening to their story of disappointment and expectations unmet. Maybe you will make a difference by holding the door for a customer and saying, “Welcome to Lazydays.” Maybe you’ll solve a customer’s problem and get them on the road in time to be home for the holidays with their loved ones. 81 Every day you work at Lazydays should be a day you try to make a difference in a fellow partner’s life. We are all in this together. Help a partner see the bright side of the situation. Listen to your fellow partner’s needs and offer your help as you would to a customer. The next partner you help may in turn help a customer realize their dream.
  81. 81. Every day you work at Lazydays should be a day you try to make a difference in our community. Perhaps you involve yourself with the Lazydays Employee Foundation. Maybe you take part in one of our Dream Teams. You may simply pick up a piece of trash from the ground. At Lazydays, we feel it is our responsibility to ensure that the world we leave our children will be even better than the one we inherited. 82 Our noble cause is a declaration of our dream at Lazydays. It is our ultimate aspiration; a vision that transcends our individual differences. It unites our energy and passion while demanding our best efforts. Our dream is to continually help our customers discover their dream. By harnessing our intentions and focusing our efforts towards this common purpose,
  82. 82. we make our Lazydays dream come true.
  83. 83. We create joy… together.

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