These individual "issues" at LD are the symptoms of a root cause. Many of these businesses lack dynamic leaders to communicate expectations of excellence to their employees.? Senior Management should require documented systems be in place to ensure that the interfaces between departments are seamless and well coordinated.? There should be no bumbling. There should be metrics around maximum times for various service deliveries.? There should be accountability and consequences for employees not holding to the published expectations of the business, which should be drafted with the customer's needs in mind.? The systems should include:? scope, objectives, processes, procedures, accountable and responsible parties, verification & measurements to ensure that objectives are being adequately accomplished, etc.? For instance, it appears that Lazy Days does not have a system for Sharing Lessons Learned. That would be valuable for them.? There should be a system for Management of Change that covers how to deal with delivery anomalies in a prudent and efficient manner.? I could go on and on but it just amazes me at how many businesses are ran off the cuff with their focus ONLY on money.? J. Paul Getty once said that if you take good care of your pennies, the dollars will take care of themselves.? I believe that, likewise, if you take good care of your customers, the income will take care of itself.? They should take a lesson from Tiffin.