August 21, 2010
Customers: Matt and Jori Sienkiewicz
Subject: Email to Jed Orloff, PWM Sales Associate
Jed,
Thank you for all your help in making our first boat purchase a pleasurable and memorable one! From the moment we walked into the showroom and were greeted by the PWM staff, we immediately felt welcomed! Your expertise in boating allowed us to find the right boat for us in an ‘unpressured’ environment. We are very excited and confident that we can soon begin our exploration of local waters due to the time you spent with us on the water during the sea trial and loading/unloading exercises. From the sales personnel in the showroom, to Brandy in Finance, to the Service Dept and Parts Dept personnel, as well as the guys down on the docks, we’ve been treated better than any other business I’ve ever come in contact with! I would offer that you guys could give other local businesses a class in ‘customer service’ because everyone at Prince William Marina ‘gets it’! Although we live in Fauquier County, we look forward to continuing business with you, as well as attending the boating ‘continuing education’ classes that you offer. Who else does business like that? Prince William Marina stands alone!!
Jed, most of our thanks goes to you for guiding us seamlessly through the entire process – start to finish!
Thanks – see you on the water,
Matt & Jori Sienkiewicz
August 17, 2010
Customer: Jason Galloway
Subject: Sea Ray Customer Sales Survey
The dealership and everyone I interacted with was very friendly and attentive. They explained the process and made us feel like family. This was definitely one of the best purchase experiences I have had. I look forward to doing business with them in the future!
March 19, 2010
Customers: Thiago and Lady Caldas
Subject: Email to James Ross, PWM Sales Associate
Good afternoon James,
First and foremost, I want to thank you for such a great service. Today's delivery was perfect. My wife and I were able to learn from you and get comfortable taking the key to our first boat. It was only possible because you and the rest of the PWM staff were there to help us when a problem appeared. First, our towing ball was wrong and you and your team made it right! Second, my electrical hook-up was wrong. Wow, I thought we had a big issue, but no, one more call from you to the service guys and problem solved! I read all the customer's letters on your website before I decided to buy a boat from PWM and you. However, experiencing this type of customer service myself was very special. Thank you for making this "scary" decision so easy on us.
I look forward to dealing with you and PWM for a long time and hopefully I'll be back to buy a bigger boat in a few years.
Thank you,
Thiago & Lady Caldas
March 18, 2010
Customer: Kathleen Timmons
Vessel: 2008 Sea Ray 310 Sundancer
Subject: Comment from Sea Ray Service Follow-Up Survey
They are just great in service and my salesman Larry White (exceptional), always jumps in and helps if I call and he follows up too. The gentlemen in service there are so nice and always call me back right away, take their time with me, give me advice, and take good care of my boat.
March 1, 2010
Customer: Randy Renchard
Vessel: 2008 Sea Ray 580 Sedan Bridge
Subject: Comment from Sea Ray Service Follow-Up Survey
The Prince William Marina Sea Ray staff personnel are the most professional, courteous, and competent people I have ever worked with. I am very happy, pleased and satisfied by the high quality service the staff personnel provides.
November 12, 2009
Customers: Chris and Andrea Volz
Subject: Email to Jeff Miller, PWM Sales Associate
Hi Jeff,
Andrea and I have had a wonderful time with our boat this year. We are very pleased with it and spend quite a bit of time on the water. We are looking forward to spring and more fun.
In looking for a boat I spent a lot of time and went to every marina and talked to an awful lot of people. So much so that Andrea actually thought I was more interested in shopping and I would never buy! Every once in a while in life you make a very good choice. Choosing to work with you, Brandy and the other staff at PWM has been one of the better choices I have made. You all have been great, thank you.
Chris & Andrea
September 19, 2009
Customer: Robert F. Fertig Jr.
Subject: Letter of appreciation for the efforts of Marine Technician Ryan Filipovich during the Prince William Marina sponsored Blue Grass Cruise.
Dear Sirs,
I am writing this letter in appreciation for the outstanding work that Ryan Filipovich did on my boat in difficult and even dangerous conditions while afloat during the recent Blue Grass Cruise to Point Look out Maryland this past August. During the first day of the cruise down river my starboard fuel pump fuse blew and my starter went bad as well, leaving me unable to restart the starboard engine. Ryan was able to tie up to my boat in the middle of the river, replace the fuel pump fuse, and remove the port engine starter while the engine was running and install it on the starboard engine, so I could get both engines running and proceed to Point Lookout. Ryan was able to replace the bad starter the next day after the new part was delivered.
On the following Sunday, as most people were heading back to Prince William Marina, the “Knot Anchored” crew and I were embarking on a weeklong journey down the southern bay to Hampton, Portsmouth and Cape Charles. As I started out the mouth of the Great Potomac, just before entering the Chesapeake Bay near Smith Point, my starboard fuel pump fuse blew again. I replaced the fuse, but when I started the engine the new fuse also failed. Ryan Filipovich was once again able to tie up and assist us at the very mouth of the Great Bay in precarious conditions afloat. It was sheer providence that Ryan had the appropriate fuel pump with him, but had it he did, and the fact that he was able to affect this repair while afloat was extraordinary and it saved our vacation. Replacing the starboard fuel pump solved the final problem and we went on to have an amazing adventure that would not have been possible without the heroic efforts of Ryan Filipovich.
Ryan’s ability to diagnose problems and affect repairs under extremely difficult conditions while afloat is what separates him from the ordinary and makes him one of the finest marine technicians in Virginia and Maryland. His ability to keep a calm bearing and instill confidence in others was comforting to me and my crew in what otherwise could have been a very tense situation. I heartily recommend Ryan Filipovich for any and all awards of excellence your organization has for his outstanding personal performance.
Sincerely Yours,
Robert F. Fertig Jr.
Captain of Knot Anchored
May 23, 2009
Customer: Dave Marventano
Subject: Latest Sea Ray Purchase and Service
Carlton,
Just wanted to say many thanks to Larry, Dan, Mark and the team on delivering my Searay 330. I appreciate the efforts from long hours of Dan on some maintenance issues to picking up and dropping off my boat at the marina in DC. Its not by coincidence that this is my third Searay from what I consider to be the best boat dealership out there. Thanks again to your outstanding team.
Dave Marventano
April 24, 2009
Customer: Robert Eason
Subject: Sea Ray SSI Perfect Score Bulletin
From beginning to conclusion, the purchase of the Sea Ray from Prince William Marine Sales was a pleasure. Every representative of the company was knowledgeable, efficient and helpful. Especially pleasant and responsive was Jeff Miller, Sales Agent.
April 21, 2009
Customer: Samuel Yates
Subject: Sea Ray SSI Perfect Score Bulletin
A call to Mark the Service Writer results in service above and beyond what I have experienced in the past. Prince William Marine is known far and wide for their exceptional dedication to putting the customer first.
March 30, 2009
Customer: Paul Ballenger
Subject: Sea Ray SSI Perfect Score Bulletin
Right after I bought my boat I hit something and broke the outdrive. I called Carlton and he said if I couldnt get back to the marina he would come get me. When I got back he and his service technician Chip Thomas were waiting for me. They looked at the damage and said no problem, they would get it fixed. This was Saturday at 5:00 pm. At best I was hoping to have my boat back in a couple of weeks. The next day, Sunday at 3:00 pm Chip called and said my boat was fixed. He offered to stay at the marina while I took my boat out for a post-repair cruise. That's hard to believe. The best I can tell is that all customers get the same service. It doesn't matter, if you have a 185 Sport like me, or 55 Sundancer yacht.
March 26, 2009
Customer: Paul Banfill
Subject: Sea Ray SSI Perfect Score Bulletin
Exellent customer service. No sales pressure. All dealer employees took time and interest in my questions. All details were explained in full. Phone questions are always welcomed.
Dear James,
On March 24, 2009 we took delivery of our new Sea Ray 195 Sport at Prince William Marina. While attending a Boat Show at the Fredericksburg Expo Center in late January we saw your fine selection of boats. The next day we stopped by the Prince William Marina to look around and although the showroom was closed Gordon Hill was on the premises and gladly opened the showroom just for us. When we decided that the 195 was the boat for us Gordon offered us a deal we could not turn down. The weather was not good for taking delivery at the time of purchase so Gordon offered to keep our new purchase in your Boatel until we were.
When the delivery day arrived you greeted us and introduced us to employees from Service and Parts. When it was time to hook our vehicle up to the trailer we found that we had the wrong hitch. You were able to get the right hitch for our vehicle and when the demo was completed our vehicle and trailer were parked on the ramp awaiting our boat. You were extremely professional during our orientation and answered all of our questions. The extra parts we ordered for our boat at the time of purchase had already been installed and the boat and trailer were beautifully detailed. Although this is our first boat purchase we have purchased many vehicles and never did we receive such excellent service and courtesy. We feel like we are part of the Prince William Marina family and we consider all of you our friends. Please pass this e-mail on to Carlton Phillips and Bob Bagley as well as Gordon Hill and please thank the members of the Service and Parts Departments for us.
We look forward to a long friendship with everyone at Prince William Marina and if we ever decide to step up ( 240 Sundancer) please be assured that Sea Ray and Prince William Marina is our choice.
Many Thanks,
Larry and Sharon Bussler
Fredericksburg, Va.
September 30, 2008
Dear Sea Ray,
One might ask who is the best Sea Ray dealer in the Eastern United States. I am going to tell you who and where they are. It is the Prince William Resort and Marina in Virginia. They went above and beyond the call of duty when we had our trailer debacle on September 20, 2008.
Let me explain.
We have been Sea Ray customers since 2001. We currently own a PD&E 2003 27 foot Sundeck and a 2004 380 Sundancer.
Here is the story.
We were on our way back from Martha’s Vineyard, heading home to Florida. We had just gotten out of Washington, D.C. and were headed for our destination for the evening in Stafford, VA. Two miles away from the hotel, we get the signal from another driver that we need to pull over... something is wrong. My husband gets out of the truck and surveys the situation. Since this is the second year in a row we have had trailer issues, my husband is lucky to be alive, and he’s lucky to still be married. He doesn’t get back into the truck right away, so I knew this could be ugly. Then IT HAPPENED. Mike and Michele within minutes pull off the road in front of us. Mike was wearing a Sea Ray shirt. He just happens to be the Head Technician of the Prince William Resort and Marina, and he also happens to be with the General Manager, Michele. They can all see that the axle support brackets have collapsed onto to the tires.
What do we do?
They are in control, been there done that. They help us creep the two miles to our hotel, everyone watching the tires smoke. We get to the hotel and they say they will be back in the morning at around 8:30 am to help us get the trailer to the dealership.
OK, you’re never going to believe this... they actually get to the trailer Sunday morning at 8:30 am, with their pickup truck and chains. Having been through this problem before, Mike pulls the axle back in place with the chains, and Mike and Michele and my husband head up to the dealership, band aided trailer, boat and all.
Wondering what happens next?
The owner of the dealership just happens to be unbelievable. He runs around in his tech shirt, hands on kind of guy, and just happens to be a professional welder... remember this is Sunday. He gets his tools out and welds the brackets in place on the spot. Husband is back by 2:00 pm. We leave the next morning, wondering what just happened here.
Let me tell you about their customer service. First of all Mike and Michele didn’t have to stop, but they saw we were towing a Sea Ray boat, and Michele recognized it as a PD&E boat. They went out of their way to help us. Think about this... what does Carlton do with his employees that gets them to feel dedicated enough to stop and help people stuck on the road at 6:30 pm on a Saturday night? I wish we had those skills. Whatever they are doing, they are doing it right. We could all use a few lessons from Carlton on how to work with people to feel like they are part of a team.
What’s next? You give them an award.
Sincerely,
Lisa Brown
