By: Liz (Austin, TX)
"Hi South Austin Marina, I hope you take the time to read my letter because I honestly do not remember the last time I had such a peaceful, calming, and confident purchasing experience. My husband and I have been seriously looking to purchase a boat since 2006 – that’s right, 4.5 years. We’ve been to boat shows and visited countless boating stores looking for the right boat, for the right price, with the right level of expertise and confidence to finally purchase. Joey, Jim, and Natalie made the journey simple and clear. Right from the start no one was in our face asking us to make a decision or call out how much we were looking to spend (very uncomfortable). Jim, negotiated the entire deal for us so calmly and confidently, Never over-promising. Joey, WOW – may the keepers of the customer service faith look to Joey to join their round table. Joey was amazing. Let me weave you the tale. Joey assisted us on week 1, week 2, week 3, week 4, and on the final customer make or break ride. He also had several back and forth phone calls with my husband, and spent more than 4 hours with us on the lake on Thursday, April 28, 2010. My husband met him at your store and Joey helped him purchase all the necessary basics to take the boat out THIS weekend (all at a 10% discount since we purchased our boat there). We loaded into the boat, learned all the basics and then some additional tips and tricks to keep our boat in top-notch condition. Finally, we went to dock our boat at west lake shores. Joey helped us dock/tie the whole boat up, and offered additional tips on ways to protect our boat from all the wake. BUT, THIS IS WHERE CUSTOMER SERVICE REACHES A WHOLE NEW LEVEL!!!!! Joey said,”I know the guy that owns this marina, let me go talk to him real quick and see if I can get your boat into a more protected location. I just don’t know if this will be the best place for your boat.” WOW, he didn’t need to say that, we were already sold! However, I was MOVED!!!! He walked up to the owners home and convinced him to come meet my husband and I and give us a better slip! And, the owner of west lake shores said, “YES!” Joey and my husband then untied every rope and booey they’d just finished tying to move the boat to the newer and safer location. He then helped us tie the boat up again – giving us knot advice, booey advice, protecting your boat advice, PCB pipe advice, engine advice, covering your boat advice, and so much more! So, he not only helped us purchase our first boat and all the extras we need on board, he also helped us learn how to drive it, park it, gas it, tie it, booey it, cover it…and he even got us a WAY BETTER boat slip on LAKE AUSTIN in the process…what a bad ass!!!! Thank you for making our first boat purchase so comfortable and memorable. A boat is a serious purchase, especially in these economic times. You all made it so peaceful, fun, and comfortable. Jim, thank you for negotiating for us! Natalie, thank you for all your help with financing. JOEY, THANK YOU so much for going above and beyond again and again – you have secured customers for life and then some! We will absolutely be recommending 100% of our friends to South Austin Marine to buy their boats! Cheers, Liz and Zach Savage – official boat owners April 28, 2010."