Nestled in New York's Hudson Valley, Dutchess Recreational Vehicles is in the perfect location for water, snow, and offroad riding. Under the ownership of Jim Erickson, this Poughkeepsie-based business has become a testament to what happens when corporate-level systems meet genuine small-town care.
While Dutchess Recreational Vehicles has been serving the community since 1977, Jim Erickson’s arrival just over a year ago marked a new chapter. After spending 27 years in corporate leadership managing thousands of employees, Jim brought a unique perspective to his small-town dealership.
"The biggest change for me has been going from having a large infrastructure of support to wearing any and every hat," Jim explains. "But it's also allowed me to be far more personal with my employees and customers than I ever was before."
What truly sets Dutchess Recreational Vehicles apart is Jim's unwavering commitment to reputation. In a recent team meeting, he laid down what he calls an "existential truth": while the business can survive financial challenges, it cannot survive a damaged reputation.
This philosophy isn't just talk. When a customer's personal watercraft suffered a major engine failure just days before a two-week vacation, Jim's team went above and beyond processing a time-consuming warranty claim. They cannibalized parts from a new machine in inventory and had a technician work until 3 AM to ensure the customer left for vacation on schedule with a fully functional watercraft.
"That's why you buy from us," Jim says. "Because we will go above and beyond to do whatever is necessary to get you back on the road, on the trail, or in the water."
Jim's corporate background shines through in his approach to customer experience. He's implemented systems and processes designed to create consistent, repeatable positive experiences. The dealership recently improved their Google review score—no small feat with over 600 reviews—by focusing on what Jim calls “the fundamentals”: tell customers what you're going to do, then do what you said you'd do.
When negative feedback does come in, Jim's approach is refreshingly constructive. Rather than blame individuals, he examines processes to understand how systems can be improved. "It's almost never about a person who could have done a better job," he notes. "It's about how our processes can be better to prevent issues from happening again."
Perhaps most uniquely, Dutchess Recreational Vehicles has become a true family business. Jim's five school-age children work part-time at the dealership, his wife contributes a few days a week, and the entire family of seven recently attended a BRP conference together. This integration allows Jim to blend work and family life in ways his corporate career never permitted.
He also includes his family in regular demos. From dirt bikes and side-by-sides to street bikes and personal watercraft, they use everything they sell. This authentic enthusiasm extends to employees, whom Jim encourages to demo products regularly.
"It's way easier to talk about the stuff once you've been on it and ridden it than when you're just reading about it," he explains. The result? Better product knowledge, improved sales, and higher employee morale.
Jim's business philosophy is elegantly simple: "Happy, engaged employees create happy, engaged customers, and that creates good business results." This formula, refined through decades of corporate leadership, has found new life in the powersports world.
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