David Martinez knows he's a tough customer. And he believes it's what helps him do right by operators at Los Alamitos. "I hate to use a cliché, but I believe you treat the customers how you'd want to be treated — honestly, fairly and kept in the loop," says Martinez. "I was a leasing customer for ten years before I came to this side of the table. I know what it takes to make me happy, so I think I understand what it takes to make them happy."

Martinez, who started his career as a mechanic, has more than 20 years of automotive, machine and truck-industry experience. A native South Californian, he got his first taste of motor coach issues when he worked as a customer service manager for a company that had racing customers with conversion coaches.

One of his first orders of business when he came to Los Alamitos was making the customer lounge more comfortable. The other was building on the facility's reputation for excellence in routine repairs, wheelchair lift retrofits and bodywork. "We've got a good group of people here," says Martinez. "We do whatever it takes."

Again, it's his empathy that guides him. "I like to think about how I'd feel in any given situation, whether it's how long I wait, or if I see a deal on the Internet that's a little cheaper than what I just paid. It's the human factor. It's people doing business with people. And that's the way I believe it should be."