Zach Scholz and his family love, love, love their Airstream Flying Cloud, “Adventure.” In fact, Adventure is their second Airstream.
So, when Zach got the chance to go from Airstream owner to Silver Bullet insider, he jumped on it. As a member of the inaugural Airstream Customer Council (ACC), Zach gained both unparalleled access and a voice in how to improve a product he loves.
“This was a unique opportunity to see behind the curtain at Airstream —to understand what drives the company,” Zach said. “It also gave me the opportunity to reflect on my own Airstream and the challenges that have to be met when you’re building a combination house/vehicle.”
The ACC meets quarterly during its one-year term. Outside those meetings, ACC members stay in regular contact with the Airstream executive team to provide feedback and guidance in three crucial areas: product quality, dealership experience, and service experience. That interaction provides Airstream leadership with invaluable insight and actionable improvement ideas currently in place or in process.
“When I was on the ACC, it kinda felt like I worked for Airstream,” says Zach. “It felt like I was connected to the folks at Jackson Center, and I could provide whatever feedback I developed to shape the future of Airstream.”
Among the nearly two dozen 2020 ACC recommendations enhanced, adopted, or now in development by Airstream are several upgrades to the company’s standards for its elite Five Rivet Dealer designation, including enhanced customer delivery resources. Service improvements include greatly expanded support resources for Airstream owners. On the product quality side, the company used the ACC’s insight to prioritize product development projects to further improve the overall Airstream experience.
Zach strongly encourages every passionate Airstreamer to consider serving on the ACC, especially owners who might bring diverse experiences and views to the table.
“It’s clear Airstream wants to hear from owners from all walks of life,” he said. “They also want to hear from owners of all their different products. So apply! Sell yourself on the application with candid and approachable responses.”
Explore more about this volunteer group, the previous members, and the impact the group has on the future of the company.
