Subject: 2002 540 Cockpit Motor Yacht Purchase and Delivery
I have been remiss in sending you a note about our experience last year with your operation. It did not take us long to learn what it means to be the Number One Sea Ray dealer after we dealt with you and your people. I would like to mention a few but know that I will leave someone out and if so, it is my oversight. First of all Ron Ramsey worked with Frank my broker in a totally professional manner and on a transaction of that size, there are always surprises, there were none! He managed the entire process like we were going to be your customer for life. Mike your technician, Mark the service manager, Mary in parts, Brandy in accounting, your receptionist, and even the young man that was working his first week with you that provided us transportation to return our rental car were all friendly, professional, and a pleasure.
Your operation has received numerous conversations about how a boating dealership should operate from all of us and it has not gone unnoticed.
Again, from someone not necessarily deserving a lot of your time, we were treated like true guests. Thank you for a wonderful purchasing experience and on our trip South to Savannah we had a once in a life time experience that will have memories for life.
Please extend our thanks to all your people and to you also for setting the example that others can and should learn from!
Mark and Linda Williams
Subject: Detail job on our green 300 Sundancer
We recently bought our first Sea Ray from PWM, a 2004 300 Sundancer, and had it detailed last week. I was hoping for the best but was concerned about reviving the shine of the green hull. While it was in the service bay my wife and I came down to the marina for lunch and to take a look. As we walked up J-Dock we looked over and could see the Cat's Paw up on blocks and from there you could see a perfect reflection of the step ladder next to the hull. That scene should be in your detailing ad! The boat could not have looked any better when it was in the showroom! I bet you could hold up a newspaper next to the hull and actually read it in the reflection.
The new isinglass and the rest of the boat looked great as well. Now that it is back in the slip we can't wait to use it more.
Our PWM experience could not have gone any better. Great employees and great slip neighbors have been nothing but friendly and fun-oriented!
If you ever need a reference let us know.
Keep up the good work,
Mark & Linda Williams
Liz and Roddy Alexander
Subject: Appreciation of service from your Parts department
Carlton and Doug,
We wanted to share with you our experience this past Saturday afternoon with your Parts department employee Mary Degraw. We were leaving our slip to get gas before a weekend trip on the water to find we had no horn. At the gas dock we called up to parts to see if you had a horn for us in stock and Mary offered to deliver the horn to us. Mary walked from parts to the gas dock only to find we were also having blower issues and without hesitation Mary was back up to parts getting and delivering the blower motor to us. The customer service from your team was so appreciated as we wanted so bad to just get out on the water for the expected wonderful weather predicted for a great boating weekend.
Happy and appreciative PWM customers,
Liz and Roddy
Email to Carlton Phillips, Owner of Prince William Marina
Thank you and your staff at Prince William Marina for assisting me with my recent purchase at your marina. I bought a small used runabout for my family. It was truly an exciting and low stress experience as a result of your staff.
I looked at several boats at different marinas some of which were comparable to the Sea Ray I purchased. What sold me on your boat, even though it was outside my original budget, was James Ross. He was personable and professional. He responded to all my inquiries and if he didn't have an immediate answer he would get back to me. He made my first boat purchase a real experience. The maintenance class I attended was also a huge incentive and extremely helpful as a first time owner. The parts staff provided smart advice for my purchases, the mechanic that worked on the boat prior to delivery explained everything he found and corrected, and Brandy walked me through my current insurance line by line comparing it to the policy I switched to with her.
I had no expectation when I entered your facility based on previous experiences elsewhere. Everyone I had contact with at PW Marina was helpful, pleasant, and patient. What a great way to run a business. Prince William Marina has earned a long term customer, across the board.
Thank you again,
Alan and Diana Gross
Subject: Excellent 44 Zeus Sundancer Buying Experience!
Carlton and Doug,
I wanted to pass along how pleased I am with the overall 44 Sundancer buying experience. It has been absolutely top-notch!
From Jeff in sales, to Brandy in finance, and now to Eric in maintenance, it has been truly wonderful. It is easy to see why PWM was rated the #1 dealer for the past two years, and why I have now purchased three boats from you all.
Everybody has gone out of their way "to make it right", and I commend you all for that. I particularly want to highlight how much I appreciate the good job Eric is doing getting the 44 Sundancer ready for delivery. Eric takes the time to explain everything and is doing a fantastic job fixing the identified issues. He certainly goes above and beyond to ensure the boat is "Bristol" in every way possible.
You certainly have a great team, which I've come to increasingly appreciate these past seven years. Thank you for a job well done!
Al and Diana Gross
Dennis and Wendy Drogo
Subject: Email to Carlton Phillips, Owner of PWM
Dear Mr. Phillips:
We want to take this opportunity to share with you some of our experiences with your marina. We completed the attached "Quality Commitment Survey" but it did not provide sufficient room for us to share all that we wanted to say regarding your marina.
In May we decided now that the kids were grown and almost out of college, we wanted to do something that we could enjoy together. Growing up we both enjoyed boating with family and friends but never considered being boat owners ourselves. One day we decided to stop by your marina and explore the possibility of becoming new boat owners. What we experienced at your marina is not what we expected.
The minute we walked through the door everyone we spoke with was courteous, professional, and without exception very helpful. We were introduced to Jeff Miller, our sales representative. Having worked in Sales for a number of years we were aware of the typical sales process and were expecting the same from Jeff. We were pleasantly surprised when Jeff took the time to get to know us and why we were considering a boat. He provided useful information and helped guide us along in the process instead of pushing us. We never felt pressured or that Jeff was more concerned with making a sale than he was with meeting our needs. Our indecisiveness would have frustrated most sales representatives but Jeff's patience and understanding was exemplary. Ultimately, we decided to buy a 2012 Sea Ray 240 Sundeck. We have owned the boat now for four months and have no regrets. We will be forever grateful for Jeff's patience and guidance in helping us choose the perfect boat. We have visited the marina a number of times after the sale and Jeff still remains a true professional eager to help and is always available for questions.
Brandy Espinosa handled the financial details of our sale and was also a great help. She provided a number of financing options and explained each in great detail. We ultimately decided to use our credit union to purchase the boat because they provided loan insurance, something not available through your prearranged lenders. Brandy took the time to work with our credit union and was able to help expedite the process regardless of the challenges presented by our credit union.
Once our boat was delivered we had the pleasure of meeting Doug Phillips and your Service Department. Our boat had some very minor imperfections that most people would overlook and most service departments would ignore, but not your staff. Once our concerns were noted, Doug went to painstaking lengths to ensure we were happy. His personal attention to detail is not often experienced in the Service world and is commendable. Not once did he make us feel like we were being too picky but instead took the time to explain the process and our options and worked with us constantly until the issues were resolved. In addition to the first-rate service provided, Doug also offered a "Maintenance Training Class". While we consider ourselves mechanically inclined, his free class provided a wealth of information for us and others regardless of our level of proficiency. That hour-plus that we spent in class provided information that we have used on a number of occasions. We trust Doug and his staff to always provide us with the best service in the area. As a side-note, we keep our boat at Hope Springs Marina in Stafford for convenience reasons, (we live 10 minutes away and there is never traffic getting there) but we continue to have your marina maintain our boat to include routine maintenance and winterization.
We would be negligent if we didn't mention the guys on the docks. We kept our boat at your marina for about a month while we waited for a few parts to come in and be installed. While we were there we made several outings and the guys at the dock Corey, Corey, and Travis were great. Everyone was very helpful, personable, and always treated us as if we were their only customers. Now that we are down in Stafford we really miss the friendship and customer service they provided.
All-in-all I have to say our experience with Prince William Marina was exceptional. Each and every one of your staff members was terrific and it clearly shows why you are a top-rated dealer. They say how well a business runs is a reflection of its leadership and while we haven't met you personally there is no doubt your staff is clearly a reflection of you and your values. We look forward to a long relationship with Prince William Marina. We have no doubt that in a few years when we outgrow our new boat or when we just want something new, we only need to visit one marina and that is yours. Thank you for a great boat and a great experience.
Dennis and Wendy Drogo
Happy Owners of a 2012 Sea Ray 240 Sundeck
The Markussen Family
Subject: Customer/Sales Associate Correspondence
Thank you very much for helping my family realize our dream of boat ownership! Your team including your Finance, service and Detail staff, was exceptional from the start. The service and guidance you gave us was truly outstanding. We'll always be thankful for your help with boat selection, upgrades, detailing and most importantly, the on-the-water training to pilot our new Sea Ray 280 Sundancer with confidence from the start. We look forward to our next purchase from you. In the meantime, best wishes to you and the best Marine Sales team in the nation!
The Markussen Family
Subject: Email to Sales Associate
I just sent in the Sea Ray survey. All extremely satisfied ratings! I also conveyed that I have never dealt with a more professional staff whose owners, salesmen, processors and service staff were all exceptionally committed to customer satisfaction. You're the best and made my entire boat purchasing experience fun and educational. You went above and beyond to ensure I was happy with every phase of the purchase and delivery.
Subject: Customer Service Survey Response
This was beyond a doubt the best buying experience we have ever had. Dave Strickland was informative, welcoming, and knowledgeable without being pushy. We started looking at boats a year before we bought. Dave kept us informed about events, invited us to take a free class, but never bothered us with phone calls. They well understand that this is a big decision, and want their customers to be happy, sure, and satisfied. Once we made a decision, every effort was made to make the process easy and painless. We have been treated like family by everyone at Prince William Marina, from receptionists to mechanics. Everyone seems to know who we are and they are attentive to the details of our particular boat. What strikes me most, is that that feeling continues after the purchase; it is not "ok we got your money now it doesn't matter." Carlton, is genuinely concerned about his customers. We can't wait to get on the water!
Sam and Pam Lowe
Subject: Thank You
I hope you will pass this on to Carlton, Doug, and Eric. Sam and I left early Friday morning for the Float-In at Coles Point. We got as far as Sea Ray Bay and noticed that we had a blinking Axius light so we pulled into the bay to restart the engine. The light eventually stopped blinking but we no longer had our navigation system. We decided to head back to PWM to see what could be done. Eric, our regular technician, was waiting for us at the gas dock. He could not find any reason for the system not to be working. He made a call back to his shop to see if there was a spare system so ours could be swapped out. Doug Phillips searched and found one and drove it down to our boat. Eric was able to quickly replace the unit and send us on our way. We were only delayed an hour and a half which included two "no wake zones" trips.
Sam and I would like to thank PWM and especially Eric for the quick action they took to allow us to go on our long awaited trip. Doug Phillips should also be commended for searching diligently to find us the replacement part and get it to the dock quickly. PWM certainly deserves all of the praise it has received over the years. Thanks again to PWM, Eric and Doug.
Subject: SEA RAY CUSTOMER SERVICE SURVEY
They were very customer oriented. The entire staff worked as a team to answer my questions and they supported me from purchase to launch to winterization. The company makes you feel like part of the family rather than simply a customer.
SEA RAY CUSTOMER SATISFACTION SURVEY
Customer: Mark Hamilton
From the salesman to the service staff, they all reflect the level of customer focus and service that makes it a pleasure to be at this dealer. As this attitude comes from the top, I would say that Carlton has it exactly right and it shows in every aspect of the dealership. I have no hesitation in recommending Sea Ray boats and Prince William Marine to my friends. Now if I could get my car dealer to meet the same level of excellence.