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info@southwesternyachts.com
Bio
Stephen Rodi, Mike Dorgan, Barrett Canfield,& Alan Hardwick at Right
Here's a shot of part of the Southwestern Team.From left to right are:
Stephen Rodi, Alan Hardwick, & Mike Dorgan, sailing the new Beneteau 37.
This is the team at the San Diego
Boat Show, 2006.
Client References
To: Everyone at Southwestern Yachts
From: Henry & Pamela Ferry
We wanted to tell you that we thoroughly enjoyed the Rendezvous. It was obvious that SWYS did a lot of planning and preparation for the Rendezvous. As the beneficiaries of all that effort, we wanted to say THANKS! We really enjoyed ourselves, and met some great people, with whom we hope to sail in the years to come. In addition to the people, sun, fun, food, drink & buffalo milk we even learned a few things!! Imagine that! As new Beneteau owners, we couldn't be more impressed!! Our sincere appreciation for hosting such an incredible event!
Pam & Henry Ferry
Wisdom's Echo, 2004 Beneteau 42 Center Cockpit
Mr. Doug Ament
Vice President
Nautical Enterprises, Inc.
2731 Shelter Island Drive
San Diego, CA 92106
Dear Mr. Ament,
Thank you for your letter of 20th July, enclosing the Customer Satisfaction Survey #1.
Referring to the completed Survey form, you will note that I gave you the perfect score. Even with such a score, I find it hard to express how happy and satisfied am I with the yacht, and all the work and service performed by your staff in commissioning the yacht.
As you might be aware, I have had a bitter and, as a matter of fact, painful experience of having a slightly larger yacht built in England. Thus for me personally, the journey from the time of placing the order to the delivery, one day earlier than promised in fact, was indeed like a miracle.
During the initial part of our first meeting with Mike, I expressed my desire, that is, if I were to acquire the Beneteau 42CC, to leave for Hawaii, the first leg of my journey around the world, as soon as possible, so as not to miss the trade wind in the Indian Ocean which has to be crossed by the end of November. Then I asked how soon I could expect to take delivery of the yacht which is already on your yard, sitting across the road in full view from the office. Mike said the commissioning work takes four weeks, but he would quote six weeks for delivery. He said the reason was, because in the yachting trade, suppliers often let him down, so he has to allow for that eventuality. He said he would rather quote six weeks and deliver earlier than quote four weeks, and make excuses when his suppliers let him down.
I was telling myself, "Hey, this guy is different". In a situation like that when a customer is anxious to obtain something as soon as possible, I bet every salesman would bend over backwards to quote a shorter delivery in order to clinch a sale. Once a customer signs on the dotted line, and puts up a deposit, who cares is the norm in most trades. Perhaps sensing what I was thinking, Mike had said, "If you buy that yacht (pointing to the yacht across the road) from me and our company, I want you to be completely happy and satisfied. I also want the sale to be the beginning of a long lasting happy relationship between you and our company. I would rather have no customers, if one customer should not be satisfied."
It is easy to say what Mike had said, but as you will recall, he had to be tested on his words as a result of a slight difference in the interpretation of the terms of our contract which was a result of series of circumstances, some unfortunate coincident, culminating in what amounts to a misunderstanding. In life, this happens occasionally through no one's fault. True to his word, Mike did not quibble; even though it meant eating into the margin substantially, he fixed it almost instantly, for which I am ever so grateful. I know now for sure that what Mike and your other staff say, you keep to your word.
I wish I knew this when I placed the order. Having come from London where I had a bitter experience, and not knowing anything about your company, nor your reputation in the trade, when I was asked to pay 90% of the purchase price in advance, no small sum for me, I must say I was apprehensive. Here too, your response was swift; when you caught a wind of my apprehension, you called me, and offered to put the ownership papers in what amounts to an escrow. Had I known your company and your staff, I need not have worried. It is almost embarrassing now having asked some of the questions I asked. I wish to have this message put across to all those who are thinking of doing business with you.
As a television journalist, I once worked on an assignment to produce a documentary on Rolls-Royce which made it necessary for me to live on their premises for ten days. Although our subject matter was the craftsmanship exemplified by one of many highly skilled staff of the company, I also learnt a lot about how far they go to satisfy each and every customer to whom they provide a Rolls-Royce. I now realize that what you have provided me with was the service comparable to that provided by Rolls-Royce, if not better. The attention to detail was incredible. As I understand, even wives of sales personnel chip in to make sure that nothing is overlooked on the day a yacht is delivered; even down to the loo paper!
It is my turn to thank you, and each and everyone who worked on the yacht, not only the office staff and their spouces, but people on the "floor" who cleaned my yacht, who installed the equipment, and who polished, and painted her, including Karen at the Dona Jenkins. With your permission, I would like to have a little gathering by the yacht over a glass of Champaign, so that I have the chance to thank each and every one of them personally. Some of them may wish to have a go at the wheel of the yacht they have given so much of their time and energy putting her together, and polishing her up, so they will be welcome to try her out.
I was planning to have the yacht christened by my little niece, but unfortunately she had to go back with the family to Olympia, Washington earlier than I expected. In the circumstances, I would like to have a female member of your staff to christen the yacht. Perhaps you could arrange for a draw to be done from those who will be attending the little gathering. I sincerely hope that you and Mrs. Ament can join us as well.
With best wishes and thanking you and your staff again for working so hard to prepare the yacht on time, and deliver her in such an elegant and professional manner,
Yours sincerely,
Shigeo Kitano
"This sales and service team is by far the best in the industry. I'm going to have to create some type of medal for them as they've set standards that no other team can come close to. Laura and I give them all two thumbs up and highly recommend that anyone looking for their next boat, or even their first boat, call the Southwestern team first.
With gratitude,
President George W. Bush
Washington D.C.
