Specialty Fabrics Review March 2020 - 27

What is your best customer service advice?
Do the right thing, every time, in every situation, period. If you have a
customer who's really upset and dissatisfied, work with them to solve the
issue and help them become your friend. To help a tough customer be
happy-that's the challenge I like to succeed at. It's not always an easy or a fun challenge,
but it really gives us a good feeling to successfully turn someone who is mad at us into a
friend. When the inevitable irate customer becomes your friend, you are doing it right.

"Our slogan in Review advertisements
was, 'Don't tie up YOUR shop with tent
camper canvases-get them from us,'
because they are so unique," Grambsch
says. "Camping trailer tents are different
from boat covers and most of the things
IFAI members specialize in."
More recently, online marketing and
search engines have helped pop-up camper
owners around the globe find the company
directly, although it still works through
RV dealers and awning shops. Canvas
Replacements also manufactures soft
goods for camping trailers, such as cushion
covers and curtains, and serves additional
niche markets; for example, the company
makes tire covers for a medical transport
van company and original tent tops for a
motorcycle camper manufacturer.
"We have started making awnings,
particularly retro-style awnings and
canopies for restored older hard-side
campers like Airstream," he says. "There's
a big cult following on the retro stuff,
where they take an older Airstream or
Shasta and just completely restore it,
put some high-end wood paneling in
it, and then they want an awning-not
a modern, easy-to-use roll-out, but an
old-style fancy striped awning with ropes
and poles. The nostalgia for all things
'retro' in recent years has been great for
a business grounded in restoring pop-up
campers, no matter how old."
DELIVERING VALUE
Grambsch's business philosophy is based
in his Christian faith, particularly the

doctrine of loving your neighbor as yourself. "When you live your life and operate
your business according to those words,
everything becomes very simple," he says.
"I don't mean easy, but simple. You just do
the right thing every single time, not just
when it benefits you or your business."
That philosophy dictates how
Grambsch manages the business, from
making sure every customer is satisfied and
happy with their purchase to ensuring his
employees get time off to spend with their
families. It's important that every canvas
that goes out is right the first time, because
each one represents a family that goes
camping, he says.
Given the company's corner on the
market, Grambsch has been told by some
that he should raise his prices. But he
credits the company's longevity with
offering a high-value product at a fair price,
even if it means slower growth.
"Back in '91 or '92 I would wonder how
long this would last-when would we run
out of campers to cut and recanvas?" he
says. "It hasn't happened yet."
Clyde worked until his early 90s,
passing away in 2015 at age 98. Now two
of Grambsch's sons work in the company,
and with his wife retiring recently from
another employer, he doesn't expect to be
at the helm for quite as long as his father.
"We got into it because of all of the
God-directed 'coincidences' that happened
along the way that guided us, and that's
been our place in this world," he says.

Snapshot
A TENT FOR EVERY
CAMPER TRAILER
Bob Grambsch, president of
Canvas Replacements/Camper
& Recreation Inc., jokes that his
company has yet to do a canvas
top for a Conestoga wagon. But
if asked, they could likely do it-
Canvas Replacements has the
experience and skills to make a
canvas tent top for any camping
trailer, no matter how old. A
favorite project was a replacement
tent for a 1921 Chenango trailer
being restored by a customer
in Pennsylvania. "The customer
corresponded with us quite a bit
and brought the camping trailer to
us, as well as the old tent and all
the information. We rebuilt the tent
and installed it on his camper, and
it turned out really sharp. It wasn't
the most difficult thing we've ever
done, but it symbolizes what we do.
We can make a replacement tent
for any make, model or year."

Jill C. Lafferty is associate editor of Specialty
Fabrics Review and senior editor of InTents.

www.SpecialtyFabricsReview.com 27

0320RV_p24-27.indd 27

2/12/20 2:55 PM


http://www.SpecialtyFabricsReview.com

Specialty Fabrics Review March 2020

Table of Contents for the Digital Edition of Specialty Fabrics Review March 2020

Specialty Fabrics Review March 2020 - Cover1
Specialty Fabrics Review March 2020 - Cover2
Specialty Fabrics Review March 2020 - 1
Specialty Fabrics Review March 2020 - 2
Specialty Fabrics Review March 2020 - 3
Specialty Fabrics Review March 2020 - 4
Specialty Fabrics Review March 2020 - 5
Specialty Fabrics Review March 2020 - 6
Specialty Fabrics Review March 2020 - 7
Specialty Fabrics Review March 2020 - 8
Specialty Fabrics Review March 2020 - 9
Specialty Fabrics Review March 2020 - 10
Specialty Fabrics Review March 2020 - 11
Specialty Fabrics Review March 2020 - 12
Specialty Fabrics Review March 2020 - 13
Specialty Fabrics Review March 2020 - 14
Specialty Fabrics Review March 2020 - 15
Specialty Fabrics Review March 2020 - 16
Specialty Fabrics Review March 2020 - 17
Specialty Fabrics Review March 2020 - 18
Specialty Fabrics Review March 2020 - 19
Specialty Fabrics Review March 2020 - 20
Specialty Fabrics Review March 2020 - 21
Specialty Fabrics Review March 2020 - 22
Specialty Fabrics Review March 2020 - 23
Specialty Fabrics Review March 2020 - 24
Specialty Fabrics Review March 2020 - 25
Specialty Fabrics Review March 2020 - 26
Specialty Fabrics Review March 2020 - 27
Specialty Fabrics Review March 2020 - 28
Specialty Fabrics Review March 2020 - 29
Specialty Fabrics Review March 2020 - 30
Specialty Fabrics Review March 2020 - 31
Specialty Fabrics Review March 2020 - 32
Specialty Fabrics Review March 2020 - 33
Specialty Fabrics Review March 2020 - 34
Specialty Fabrics Review March 2020 - 35
Specialty Fabrics Review March 2020 - 36
Specialty Fabrics Review March 2020 - 37
Specialty Fabrics Review March 2020 - 38
Specialty Fabrics Review March 2020 - 39
Specialty Fabrics Review March 2020 - 40
Specialty Fabrics Review March 2020 - 41
Specialty Fabrics Review March 2020 - 42
Specialty Fabrics Review March 2020 - 43
Specialty Fabrics Review March 2020 - 44
Specialty Fabrics Review March 2020 - 45
Specialty Fabrics Review March 2020 - 46
Specialty Fabrics Review March 2020 - 47
Specialty Fabrics Review March 2020 - 48
Specialty Fabrics Review March 2020 - 49
Specialty Fabrics Review March 2020 - 50
Specialty Fabrics Review March 2020 - 51
Specialty Fabrics Review March 2020 - 52
Specialty Fabrics Review March 2020 - 53
Specialty Fabrics Review March 2020 - 54
Specialty Fabrics Review March 2020 - 55
Specialty Fabrics Review March 2020 - 56
Specialty Fabrics Review March 2020 - 57
Specialty Fabrics Review March 2020 - 58
Specialty Fabrics Review March 2020 - 59
Specialty Fabrics Review March 2020 - 60
Specialty Fabrics Review March 2020 - 61
Specialty Fabrics Review March 2020 - 62
Specialty Fabrics Review March 2020 - 63
Specialty Fabrics Review March 2020 - 64
Specialty Fabrics Review March 2020 - Cover3
Specialty Fabrics Review March 2020 - Cover4
https://www.nxtbook.com/ata/specialtyfabricsreview/specialty-fabrics-review-october-2022
https://www.nxtbook.com/ata/specialtyfabricsreview/specialty-fabrics-review-september-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-august-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-july-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-june-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-buyers-guide-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-may-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-april-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-march-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-february-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-january-2022
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-december-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-november-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-october-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-september-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-august-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-july-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-june-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-buyers-guide-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-may-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-april-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-march-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/specialty-fabrics-review-february-2021
https://www.nxtbook.com/ifai/specialtyfabricsreview/0121RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1220RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1120RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1020RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0920RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0820RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0720RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0620RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/RVBG20
https://www.nxtbook.com/ifai/specialtyfabricsreview/0520RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0420RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0320RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0220RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0120RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1219RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1119RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1019RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0919RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0819RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0719RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0619RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/RVBG19
https://www.nxtbook.com/ifai/specialtyfabricsreview/0519RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0419RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0319RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0219RV_Feb
https://www.nxtbook.com/ifai/specialtyfabricsreview/0119RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1218RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1118RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/1018RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0918RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0818RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0718RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0618RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0518RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/RVBG18
https://www.nxtbook.com/ifai/specialtyfabricsreview/0418RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0318RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0218RV
https://www.nxtbook.com/ifai/specialtyfabricsreview/0118RV
https://www.nxtbookmedia.com