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by Michael DuPure

(Editor's Intro: Mike's high volume sales performance has worked in both the retail and community based sales operations. We're pleased to have him back from last month, if you want to enhance your sales and missed his previous articles, check it out in our archives!)

Mike DuPure photoCompanies and trainers talk about good referral business, and try to keep the sales team aware of the fact that word of mouth is some of the best advertising. By all accounts it most definitely is valuable! On the home retailing side of the MH Community business, the most obvious referral is of course one's present residents. Through the years, I've seen that good internal Customer Service is important - and in the electronic age today - it is essential. But there is another source of referral business that is often overlooked…

Too many in the community business ignore or avoid the needs of those residents who are selling their manufactured homes, seeing it as a loss to be avoided. Most of the time it is a life change that prompts their decision: some unfortunate family tragedy, unemployment, a new job, another child on the way, divorce, illness, a death in the family or some other reason forcing a move and the start of a new page in life. Whatever the case, in a well run community, perhaps 90% of the residents loved being there. Thus they deserve better treatment from sales and community management - yes, even when they are leaving us! Besides, the exiting resident is just as much a possible source for referral business as the incoming or existing residents are!

When giving good customer service, we must walk the walk and talk the talk ALL the time. Brokered home sales should be picking up! By treating the existing resident like gold, whether they've been with your location for 2 years or 20 years, you are opening up opportunities for sales to that departing resident's circle of influence that is still going to be in your area!

The exiting resident's interests needs to be accommodated in the best possible way, just as much as you should treat the prospective client who is considering purchasing a new home. In all sincerity, we should all remember this: "Coming or Going, You're all Valuable to Me!"

In areas where brokers from outside your MH Community are active, those brokers come in, list and sell ANY resident they can, operating on the theory - coming or going - the client is valuable! Okay, then think about both the revenue stream AND the good will stream you get when you treat everyone like gold, regardless if they are moving in or moving out!

Earlier, I mentioned how in the electronic age, good customer service is more important than ever. For those who are mentally stuck in the pre-internet past, you may not realize how devastatingly easy an upset customer or resident can tar and feather you and your firm online. I've seen businesses and communities that in a Google or Yahoo search have multiple negative comments next to their 1 star rated report. People no longer have to call the Better Business Bureau, they can simply go online and post a comment about your business, next to your search, on their Facebook or Twitter pages, or any number of other ways.

But think! The reverse is also true! If you give great service, your client is thanking you, why not ask them for that good rating? Why not ask them to give you a letter of reference? Why not post that letter of reference online, at your website, Facebook page, etc.? Getting good references are EASY when you give good service, because then you can easily ASK for the reference, and what are they likely to say after you've treated them so well?

A while back, at a location that I had recently arrived at, I took a resident that I didn't sell, and sat down to listen to their service concerns. I did my best to resolve it, even though it wasn't my client (and thus wasn't my commission). This once unhappy resident became utterly delighted in short order, their issues were resolved with a "let me see what I can do, thank you for your residency" and a smile! Once happy, it was easy to ask for a letter of reference. The letter the lady wrote was simply aglow with praise, as if she had been given great service from day one.

Now if that is possible with a client who starts out upset, IMAGINE what YOU can do with the client who is coming in fresh, and you are the one that is in control of their total experience!

With these basic points in mind, let's look at the following strategy for those "coming or going."

First list all resident's homes. Don't just list it to keep them on the hook, list them with the idea that you are going to help them sell it!

Remember (and if necessary, remind them) that we already know them and their home better than some outside service. Then, get them involved in the selling process. Give them tips on preparing the home for showing it at its best.

Now, with this added inventory, new prospects who are calling in have an even wider and more diversified selection available to them! You as the sales person have more opportunities to help them sell!

The resident who is leaving and is in a positive frame of mind is just as valuable as the new resident who is coming in. Just the other day, I contacted a resident that had their home listed with an outside dealer which expired. She was discouraged. Well, I explained to her that my community manager had described all the remodeling she had done in their home. She asked me how much to advertise and list the home. I said nothing, we did it all at no charge, and only took our commission when the home was sold. She was quite amazed at the positive attitude she was getting and all this good attention to her and her needs. She asked, why do you care so much, when you know that I am moving? I told her you've been a long time resident here with us in her beautiful home for a long time and we definitely have appreciated her as a resident. This lady promptly began spreading the word…and you know the result!

Need I say any more?

Treat them ALL like gold, and you'll never regret it! "Coming or Going, You're all Valuable to Me"

Mike DuPure photoMichael K. DuPure, Sales Manager for Michigan based Choice Properties, is an 11 year veteran of the Manufactured Home industry, plus years of other sales and management experience. As noted last month, Mr. DuPure was a catalyst in a 3 man sales team that closed 75 Manufactured Home contracts in 90 days! That impressive result occurred not years ago, in some heady boom era, but in 2009 - during this long 'housing bust' and in a downward spiraling market. Mike has sold in MH and modular home retail sales and in manufactured home community based sales environments. He has not only set sales records for the firms he works for, but has also ignited record sales for the teams he has worked with. You can contact Mike via his comment post box below this column. Post your comments, questions and feedback below - and don't be surprised if Mr. DuPure personally responds to your statements and inquiries!

Daily Business News Briefs

Pennsylvania MH Community Owner Sued for not Paying Relocation Costs

Pennsylvania MH Community Owner Sued for not Paying Relocation Costs

The owners of a manufactured home community in Allegheny County, Pennsylvania have been sued by the state attorney general for engaging in unlawful and deceptive business practices. According to akvnews, the civil lawsuit alleges violations of the Manufactured Home Community Rights Act, and the Unfair Trade Practices and Consumer Protection Law....

28 Jul 2016

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Tiny Homes Arrive in Muncie, IN to House Homeless

Tiny Homes Arrive in Muncie, IN to House Homeless

Six Amish-built tiny homes, each 96 square feet, have arrived in Muncie, Indiana to house the homeless, according to what thestarpress tells MHProNews. “It’s going to let us reach a population that no one has been able to serve yet,” said Susie Kemp, director of the non-profit Bridges Community Services. “That will be a...

27 Jul 2016

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Planning Commission Approves Siting of Two Manufactured Homes

Planning Commission Approves Siting of Two Manufactured Homes

The Sterling, Colorado City Council will hold public hearings on conditional use applications for two lots on which the owners want to site manufactured homes that will be rental properties, as journal-advocate informs MHProNews. Lillian and Ed Buck, appearing at at a Sterling Planning Commission meeting earlier this month, and were informed both...

27 Jul 2016

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Patrick Industries Moves Up; Nobility and Carlyle fell the Most

Patrick Industries Moves Up; Nobility and Carlyle fell the Most

In the news from CNNMoney: Owner of ClintonCaine.com wants $90,000. Federal Reserve not set to raise interest rates this summer. Alabama is so broke it may begin a state lottery. Top paid CEOs not very competent, while complaining about wages paid to employees. U. S. is cracking down on anonymous real estate buyers hiding behind […]...

27 Jul 2016

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Maine Manufactured Home Community Expanding

Maine Manufactured Home Community Expanding

The Belfast, Maine Planning Board will consider the expansion of Penobscot Mobile Home Park from 20 homes sites to 34, as waldo.villagesoup informs MHProNews. The new owner of one year, Connecticut Property Management LLC, has 21 acres, including a large wetlands area, and intends to use part of the property for boat storage—allowable,...

27 Jul 2016

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Site-built Home Sales Looking Good. Can it Continue?

Site-built Home Sales Looking Good. Can it Continue?

With the unemployment rate at 4.9 percent, benchmark 30-year fixed rate mortgage rates at 3.45 percent, down from 4.04 percent a year ago, 287,000 new hires in June, a 6.4 percent increase in new home sales year to date, and 1.6 percent growth May to June, one might think the housing market would have no […]...

27 Jul 2016

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Commodore Corporation Acquires Canadian American Homes of Wis.

Commodore Corporation Acquires Canadian American Homes of Wis.

MHProNews has received word from Goshen, Indian that The Commodore Corporation (TCC) has acquired the assets of Canadian American Homes of Dorchester, Wisconsin, and will begin production of HUD Code and modular homes under the MidCountry Homes brand. Now in its 65th year serving 32 states, TCC is a family-owned system’s built housing...

27 Jul 2016

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Resident: Site Manufactured Homes on Vacant lots for Hillcrest Neighbors

Resident: Site Manufactured Homes on Vacant lots for Hillcrest Neighbors

In a letter to the editor of Corpus Christi’s Caller Times, Nick Milam reinforces Andy Taubman’s previous suggestion that the city site manufactured homes on the numerous vacant lots they have seized for back taxes, and give them or sell them to public housing clients. Residents of the Hillcrest community (MHC) have been offered the...

27 Jul 2016

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MHCV Nudges Up as Dow Edges Down

MHCV Nudges Up as Dow Edges Down

In the news from CNNMoney: Democrats draw 26 million viewers on opening night, beating Republicans. Hackers send 83 % of stolen U. S. money to China and Hong Kong. Rep. Alan Grayson (D-FL) has hated exchange with reporter. You can use beer, coffee and hemp for 3D printing. JetBlue eyeing flights to Europe. Democrats to […]...

26 Jul 2016

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MHARR Continues Tirade over HUD/MHI/DOE Collusion

MHARR Continues Tirade over HUD/MHI/DOE Collusion

The Manufactured Housing Association for Regulatory Reform (MHARR) tells MHProNews the manufactured housing division at HUD waited beyond the last minute allowed to call for an Aug. 9 conference call of the Manufactured Housing Consensus Committee (MHCC) to discuss the Department of Energy’s (DOE) proposed rules. The Federal Advisory...

26 Jul 2016

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First Nation People in Canada getting Modular Container Homes

First Nation People in Canada getting Modular Container Homes

A pilot project that will repurpose shipping containers into modular homes for First Nations reservations in Alberta, Canada has begun with a ground-breaking ceremony 55 miles southwest of Calgary at Eden Valley. Bearspaw First Nation Chief Darcy Dixon and council members Rex Daniels and Larry Daniels were joined by representatives from Alberta...

26 Jul 2016

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New Sponsors

Featured Articles and Reports - July 2016 Vol. 7 No. 10

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Manufactured Home Marketing and Sales Makeover 

Manufactured Home Marketing and Sales Makeover 

by Soheyla Kovach To get a different result, you obviously have to do some things differently. NSP_READMORE

MARKETING

Award Winning Manufactured Home Retailer Perspectives on Sunshine Homes, Re…

Award Winning Manufactured Home Retailer Perspectives on Sunshine Homes, Red Bay AL

by Soheyla Kovach Our family, videographer, drone pilot and I went to Hattiesburg MS to meet with award winning manufactured home retailer, George Campbell of Southern Colonel Homes. NSP_READMORE

MARKETING

How Peace of Mind Attracts More Qualified Clients and Boost Sales 

How Peace of Mind Attracts More Qualified Clients and Boost Sales 

by Tifanee McCall Every day, hundreds of thousands of big TVs and electronic items like computers are being sold. NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Colorado MHC Portfolio | 719 Sites | Colorado

Colorado MHC Portfolio | 719 Sites | Colorado

by Christopher Nortley MHRE Inc. is pleased to present the Colorado MHC Portfolio, which consists of 3 communities with a combined site count of 719. The Home Portfolio consists of 243 homes throughout... NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

UMH Properties hits 52-Week High, Projections Skyward

UMH Properties hits 52-Week High, Projections Skyward

By Matthew Silver As investors await the Aug. 4, 2016 earnings report from manufactured housing community (MHC) owner UMH Properties, Inc. (NYSE:UMH), the stock has hit a new 52-week high at... NSP_READMORE

COMMUNITY MANAGEMENT & FAIR HOUSING (LEGAL)

Identifying and Resolving Barriers of Entry for more Manufactured Home Lend…

Identifying and Resolving Barriers of Entry for more Manufactured Home Lending

by Titus Dare Getting more lending into the manufactured housing space is not a simple snap of a finger and “poof!” it's done. Getting more lending starts, as I noted a... NSP_READMORE

FINANCING

Northpoint Commercial Finance Expands Field Sales Organization

Northpoint Commercial Finance Expands Field Sales Organization

by Northpoint Commercial Finance Alpharetta, GA, June 26, 2016 – Two new Directors of Business Development have joined Northpoint Commercial Finance’s Field Sales Organization. NSP_READMORE

FINANCING

Why Manufactured Homes Are Being Chosen By Today’s Homeowners

Why Manufactured Homes Are Being Chosen By Today’s Homeowners

by Triad Financial Services Many of us are aware of the current affordable housing crisis. Whether it be the significant increase in rent or lack of affordable options in today’s site... NSP_READMORE

FINANCING

Bob Crawford – On MHI, MHARR and a New Association

Bob Crawford – On MHI, MHARR and a New Association

by Bob Crawford In reply to your request to rate MHI's effectiveness at advocacy for independent retail/non-corporate MH business, I would have to rate it at best a 5.  NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Clayton releases top energy efficient features for manufactured and modular…

Clayton releases top energy efficient features for manufactured and modular homes.

By Clayton Homes Top energy-efficient housing features every new homebuyer should know Most Americans want an energy-efficient home, and they’re willing to make the necessary changes to help improve efficiency, whether it’s... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Frank Rolfe - Interview on MH Industry Business, Politics and Associations

Frank Rolfe - Interview on MH Industry Business, Politics and Associations

by L. A. 'Tony' Kovach There has been a wide range of comments – for, against or in between – regarding the MHProNews critique and analysis of MHI's lobbying activities,... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Off The Record - Musings Of A Warped MH Mind

Off The Record - Musings Of A Warped MH Mind

by MH Industry member The recent allegations concerning MHI staff members are troublesome.   NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Proof MHPros Can Attract the Site Built Customer to Manufactured Homes and …

Proof MHPros Can Attract the Site Built Customer to Manufactured Homes and MHCommunities

by Tom Fath We met Tony (Kovach) in 2014 at the Louisville Home Show and found his firm's vision, professional services, and expertise to be in the direction our business and... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Congressional Testimony by Jayar Daily, COO, American Homestar Corporation …

Congressional Testimony by Jayar Daily, COO, American Homestar Corporation on - Future Of Housing In America: Government Regulations And The High Cost Of Housing

by L. A. 'Tony' Kovach The written testimony (linked here) to Congress by F. R. Jayar Daily, Chief Operations Officer for American Homestar Corporation and a member of MHI's board of... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Singapore Investors Turn Sights on Yes! Communities for $2Billion+

Singapore Investors Turn Sights on Yes! Communities for $2Billion+

by Matthew Silver MHProNews has learned from The Wall Street Journal that Singapore’s sovereign wealth fund, GIC, is in talks to acquire Denver-based YES! Communities from private-equity firm Stockbridge Capital Group for over $2... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

American Banking News – Key MHI Staff “Excoriated” for Failing Their Missio…

American Banking News – Key MHI Staff “Excoriated” for Failing Their Mission, Members

Matthew J Silver With Dodd-Frank, financing and CFPB related issues routinely on the minds of manufactured housing industry professionals, TheDaily Business News  has learned fromAmerican Banking News the following report on the Manufactured... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Mary McBrady says Massachusetts is Smacked with Shortage of Mid-range Homes

Mary McBrady says Massachusetts is Smacked with Shortage of Mid-range Homes

by Matthew J Silver Mary McBrady, executive director of the Massachusetts Manufactured Housing Association (MMHA), noting the shortage of mid-priced housing in Mass., and a plethora of schools and researchers interested... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Skyline Outshines other MH-related Stocks; Dow Regains 235 Point

Skyline Outshines other MH-related Stocks; Dow Regains 235 Point

by Matthew Silver In the news from CNNMoney: A Tesla 2015 S on autopilot has fatal crash, spurring Federal investigation. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Tony Prevatte Chosen to Head NC MH Association

Tony Prevatte Chosen to Head NC MH Association

by Matthew Silver MHProNews has learned from robesonian that Tony Prevatte, owner of Prevatte Home Sales in Lumberton, NC has been elected president of the North Carolina Manufactured and Modular Homebuilder’s Association’s board of... NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

You're Invited – 2016 RV MH Hall of Fame Induction Ceremony

You're Invited – 2016 RV MH Hall of Fame Induction Ceremony

by Barry Cole You're invited to the 2016 RV MH Hall of Fame Induction Ceremony! NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

The Next American Political Revolution? The Next 4th of July

The Next American Political Revolution? The Next 4th of July

by L. A. 'Tony' Kovach Those who neglect the lessons of the past are condemn to relieve them. NSP_READMORE

GENERAL MANUFACTURED HOUSING INDUSTRY TOPICS

Letting go

Letting go

by Tim Connor, CSP Letting go is accepting that it is time to move on, to begin again and to say goodbye to your present circumstances is to make room for... NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

ZigOn Quantity

ZigOn Quantity

by Zig Ziglar For some strange reason there are millions of us who believe that if a little of something is good for us, a lot would be even better. Sometimes... NSP_READMORE

PERSONAL REFLECTIONS, MOTIVATION and INSPIRATION

The Manufactured Housing Revolution – How the MH Industry Claims its MoJo

The Manufactured Housing Revolution – How the MH Industry Claims its MoJo

by L. A. 'Tony' Kovach No person, profession or organization is without challenges. The question is, what does one do about those challenges? Challenges can make or break you, a company... NSP_READMORE

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MHLIVINGNEWS.COM FEATURED HOME OF THE WEEK

Classifieds

Press Releases

Wild Frontier RV Park | 106 Sites | Ocal…

Wild Frontier RV Park | 106 Sites | Ocala, Florida

Property Overview Wild Frontier is a 4-star RV Community located in Ocala, Florida.  There are a total of 106 RV Sites which include Park Models which stay with the Community that are currently rented.  The Community has a nice amenity package including a large clubhouse with a store, sparkling swimming pool, gathering hall, full kitchen, bathhouses, along with a coin laundry facility in which the washers and dryers are owned by the community.  The community is serviced by city water and a septic system at the present time. The city recently put municipal sewer in front of the campground which a new owner could explore connecting to if desired. This connection would add approximately 2 additional acres for RV sites. For additional sales and cap rate information, please call:  Enon Winkler(407) 616-0250enon@mhreinc.com    Christopher Nortley(586) 884-8416chris@mhreinc.com  www.mhreinc.com

the MHMSM Team 22 Jul 2016 Corporate Press Releases

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Still Time to Make Reservations for the …

Still Time to Make Reservations for the 2016 RV/MH Hall of Fame Induction Ceremonies

ELKHART, Ind. -- With only a few days left before the 2016 RV/MH Hall of Fame Induction Dinner, honoring the Class of 2016, Darryl Searer, president and CEO of the RV/MH Heritage Foundation, is encouraging friends and colleagues of this year's inductees, to make their reservations now to be part of the festivities.  Earlier Searer had suggested dinner reservations should be made no later than July 21, but he says the Foundation would be remiss to turn someone away who would like to participate in the evening's celebration because they missed the deadline.  Searer has extended the deadline through Thursday, July 28th.  Searer said, "This is not only a time to honor those industry pioneers and leaders being inducted into the Hall of Fame this year, but it is also an opportunity to...

the MHMSM Team 22 Jul 2016 Corporate Press Releases

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2016 JLT Market Reports Now Available fo…

2016 JLT Market Reports Now Available for Major Markets in Colorado, Delaware, New Jersey and Louisiana

Datacomp, publisher of JLT Market Reports, is pleased to announce that our comprehensive manufactured home community rent and occupancy reports are now available for major markets in Colorado, Delaware, New Jersey and Louisiana: Northern ColoradoSouthern ColoradoWestern Colorado (NEW)Denver Metro Greater Baton Rouge, Louisiana (NEW)Greater Lafayette, Louisiana (NEW) New Jersey Shore (NEW)Southern New Jersey (NEW) Kent County, Delaware (NEW)New Castle Delaware (NEW)Sussex County, Delaware (NEW)  hese July 2016 reports include detailed information about investment grade communities including: # of Homesites Occupancy % Rents and Increases including Rent Control Amenties Vacant Sites Repossessed and Inventory Homes and More! Plus… valuable Management Insights ranked by the Number of Homesites, Occupancy and Highest to Lowest Rents. To show trends in each market, we also include a report that compares July 2016 occupancy and rents to July 2015. Use these reports to learn more about these markets, earn greater profits, identify potential acquisitions and stay competitive.  Ordering Is Easy! Call us TOLL FREE at 800-588-5426, email reports@datacompusa.com or...

the MHMSM Team 22 Jul 2016 Corporate Press Releases

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Time Running Short to Make Reservations …

Time Running Short to Make Reservations for 2016 RV/MH Hall of Fame Induction Ceremonies

ELKHART, Ind. -- With only a few more weeks left before the 2016 RV/MH Hall of Fame Induction Dinner, honoring the Class of 2016, Darryl Searer, president and CEO of the RV/MH Heritage Foundation, is encouraging friends and colleagues of this year's inductees, to make their reservations now to be part of the festivities. The RV/MH Heritage Foundation will formally recognize the distinguished careers and lifetime achievements of our industries' most notable individuals at the 2016 Hall of Fame induction ceremony on Monday, August 1st at the RV/MH Hall of Fame and Museum in Elkhart. This year's class includes outstanding five members of the RV industry and another five from the manufactured housing industry. The RV industry inductees include Gary Bunzer, Bunzer Consulting, Inc.; Ernie F. Friesen, All Seasons RV/Redding RV; Jay C. Hesse (deceased),...

the MHMSM Team 07 Jul 2016 Corporate Press Releases

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Northpoint Commercial Finance Expands Fi…

Northpoint Commercial Finance Expands Field Sales Organization

Alpharetta, GA, June 26, 2016 – Two new Directors of Business Development have joined Northpoint Commercial Finance’s Field Sales Organization. Northpoint is a diversified finance company that provides flexible inventory lending and floor plan financing solutions. With a highly successful background in floor plan financing, Richard Derbonne will lead development efforts in Texas and Oklahoma. Derbonne joins the Northpoint team from GE Franchise Finance with deep experience gained over more than 20 years in financial services. Previously, Derbonne held senior sales and management positions with such companies as Transamerica, Bombardier, First Horizon National and GE Commercial Distribution Finance.   Based in North Carolina, Greg Nash will lead development efforts in the eastern states of North Carolina, Virginia, West Virginia, Maryland and Delaware. He brings more than 25 years of floor plan financing experience...

the MHMSM Team 28 Jun 2016 Corporate Press Releases

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