Jayco Unveils Renovated Customer Service Facility

Middlebury, IN– The Jayco® Family of Companies is proud to announce the completion of
significant renovations to its 118,000 square foot, multi-level customer service facility. The
external updates offer a more modern updated look to the building, while the internal
renovations provide a testament to Jayco’s unwavering commitment to enhancing customer
experience and reflects the company's core values.
The official unveiling of the renovated facility took place on June 13th with a luncheon for the
entire Customer Service, Warranty, Technical Service, Parts and Executive Teams. This
was followed by a fundraiser for the Boys & Girls Club® of Middlebury, Indiana. Steve
Claude, Vice President of Customer Service, Managers, Directors, Brett Hummer, General
Counsel and even President & CEO Ken Walters had pies thrown at them for donations to
the organization. The goal was set to raise a minimum of $2,500 and the Jayco Executive
Team committed to match the contributions dollar for dollar, equating to over $5,000 being
raised on Thursday. Representative from the Boys & Girls Club of both Middlebury and
Elkhart County were in attendance along with kids who are attend the local club.
About the Renovated Facility
The newly renovated facility boasts several key features designed to ensure that customers
feel welcomed and comfortable while their units are being serviced.
“We wanted to create an inviting space that communicates our heritage, values, mission,
and vision,” said Steve Claude, Vice President of Customer Service. “It's all about making
our customers feel at home, as part of the Jayco family.”
Among the notable additions include a conference room, which allows for private
discussions and ensures customers receive undivided attention. The lobby also features a
large monitor displaying Jayco’s family of brands, a refreshment area with coffee,
refrigerator, microwave, TV and game center. Additionally, brochures of all Jayco brands
(Entegra Coach®, Highland Ridge®, Starcraft RV® & Jayco) are available for customers
interested in exploring upgrade options. A standout feature of the renovation is a large 3D
timeline that vividly displays Jayco’s rich history, celebrating its milestones since its
founding in 1968.
“Our commitment to customer service is evident in every aspect of the new lobby. From the
historical timeline display to our mission and value statements, everything is designed to
ensure that customers are treated with respect and honesty,” said Claude. “It's about
providing quality service and making our customers feel comfortable and valued, just like
family.”
Jayco's dedication to continuous improvement is also evident in these changes. “We're
always looking for ways to improve the customer experience,” Claude emphasized. “The
renovated lobby is just one step in our ongoing effort to exceed customer expectations.”
An important aspect of Jayco’s service strategy is the Repair Event Cycle Time (RECT).
This measurement focuses on minimizing downtime for customers. “We want our customers
to spend more time enjoying their RVs and less time waiting for repairs,” said Claude. “Our
goal is to ensure quick, efficient service so that customers can get back to exploring and
enjoying their RV lifestyle.”
The renovated lobby not only improves the physical space but also embodies Jayco’s
mission to provide exceptional customer service. With these updates, Jayco continues to
lead the industry by prioritizing customer satisfaction and quality.