Nestled within the commotion of Paris Las Vegas, the RVDA Convention/Expo was in full swing Tuesday. The show was packed with education sessions, a keynote session, exhibition hall connections and industry networking. The event is radiating moments in time.
The convention’s keynote speaker, Kevin Brown, shared a moment in time that was influential for his family. Brown conveyed that dealers have the opportunity to affect the lives of others at any moment.
The “The Hero Effect” author and motivational speaker took the stage in between educational sessions and the exhibit hall opening. Brown challenged the common phrase of “heroes are ordinary people who do extraordinary things.” Instead, he proposed that “heroes are extraordinary people who choose not to be ordinary.”
Brown shared a story about his son, Josh Brown , who was diagnosed with autism at 5 years old. Brown and his wife, Lisa, were told that Josh may not even be able to graduate high school. Brown’s wife dedicated herself to doing everything to support her son in his success. He earned his high school diploma in 2016 and went on to graduate from college.
However, this is only a piece of Kevin Brown’s story. In 2007, when Josh Brown was 9 years old, the family took a trip to Disney World in Orlando, Florida. The three stopped at a restaurant in the Magic Kingdom. Brown’s wife told their waitress about Josh’s dietary restrictions. The waitress abruptly walked away; in her place appeared a chef named Bea.
According to Kevin Brown, Bea greeted the family with warmth and asked a plethora of questions, including what Josh could/could not eat and what his favorite meal was. Josh Brown requested apple pancakes. Bea said she did not have the correct ingredients but could make him another meal.
Kevin Brown said Josh Brown was so satisfied with the treatment that he requested the family visit the same restaurant the next day. Bea materialized again and asked Josh Brown what he would like to eat. When he asked for apple pancakes, she immediately said yes. According to Kevin Brown, the chef had grabbed the dish’s ingredients on her way home the previous evening.
Kevin Brown said she had demonstrated a service aspect to “give the people we serve what they want or need, whether we have it or not…We will pay a premium for somebody who reaches beyond what is required to do the remarkable.”
The moment made a lifelong impression on Josh Brown. He kept in touch with Bea throughout the years. Upon his high school graduation, the family visited Bea at a restaurant in Disney World to learn that the moment had affected her too. After learning about Josh Brown’s restrictions, she pursued a vision to accommodate children like him and create special meal plans.
Kevin Brown said heroes are simply people who make life better, like Bea.
Just as the chef in Kevin Brown’s story left an impression on Josh Brown, dealers have a chance to make an impression on someone any given moment. An RV sale enables adventure consumers may crave.
“The mind always thinks in pictures, it never thinks in words,” Kevin Brown said. “When people walk onto your lot, what are you selling? Are you painting a picture of what their life could be like if they do business with you, or are you just simply selling features, advantages and benefits?”
Kevin Brown encouraged dealers to be leaders who positively affect those around them. He said, “If ever there was time, it’s now.”
The exhibit hall opened after Kevin Brown’s speech. Convention events continue today through Friday at Paris Las Vegas.
