Guernsey Marina confusion

[GrahamD]

I drew the attention of the Guernsey HM to the thread, and got a courteous response from Mike Gaudion the Assistant Harbour Master, who said that they were aware of some of the issues but they would prefer to be able to sort out specific concerns at the time rather than after 6 months or so. He also indicated that they did not get many complaints but did look into any complaints they receive. Mike ended his E-mail with "The Duty
Harbourmaster is on call 24hrs a day and can be contacted on 01481
712422. If you have any problems-- do not hesitate to contact us."

It seems clear that they have had a major change of staffing and have not managed the transition well, so they have had to play catch-up. We could assist them in their improvements next year by providing feedback at the time, either by phone as suggested or by using E-mail.

I hope they can sort it. I still enjoy St Peter Port, but it would be better without the avoidable operational difficulties that many on the forum have recently experienced

 

[Ex-SolentBoy]

I drew the attention of the Guernsey HM to the thread, and got a courteous response from Mike Gaudion the Assistant Harbour Master, who said that they were aware of some of the issues but they would prefer to be able to sort out specific concerns at the time rather than after 6 months or so. He also indicated that they did not get many complaints but did look into any complaints they receive. Mike ended his E-mail with "The Duty
Harbourmaster is on call 24hrs a day and can be contacted on 01481
712422. If you have any problems-- do not hesitate to contact us."

It seems clear that they have had a major change of staffing and have not managed the transition well, so they have had to play catch-up. We could assist them in their improvements next year by providing feedback at the time, either by phone as suggested or by using E-mail.

I hope they can sort it. I still enjoy St Peter Port, but it would be better without the avoidable operational difficulties that many on the forum have recently experienced

It's a nice idea, but when cruising the last thing I want to do is spend my time giving customer service advice to employees, most of whom can't give a damm.

When you try to find a manager they are always off doing something that is very important to themselves.

If an organisation has a customer service problem it is up to them to sort it proactively. That can be done in manY different ways, but waiting for complaints is way down the list.

 

[sailorman]

It's a nice idea, but when cruising the last thing I want to do is spend my time giving customer service advice to employees, most of whom can't give a damm.

When you try to find a manager they are always off doing something that is very important to themselves.

If an organisation has a customer service problem it is up to them to sort it proactively. That can be done in manY different ways, but waiting for complaints is way down the list.

Enter Dover Hbr marina, you are welcomed,handed an info pack, pay when your ready Sir

 

[Ex-SolentBoy]

Enter Dover Hbr marina, you are welcomed,handed an info pack, pay when your ready Sir

Similar in Salcombe.

 

[longjohnsilver]

We go there every year and it is certainly not the easiest place to visit.

Yarmouth harbour manage to run a water taxi business as a service to their customers, so Guernsey should be able to as well, at least during April to
September.

When I asked the harbour staff why there wasn't one I was told (almost) " you are the tenth person I have told this week there is no demand for that!"

When on the outer pontoons we pay the same as those inside with walk ashore. I would argue that the water taxi should be a free service in lieu of the lesser facility, or the charge for the outer pontoons should be less. I really don't see how they can justify both.

 

[Lucky Duck]

Similar in Salcombe.

Sadly not in my experiance, the harbour master's staff were badgering us for payment before we had got the boat properly secure and I don't think I am alone in experiancing undue 'enthuisam' in collecting harbour dues.

 

[Powersalt]

Enter Dover Hbr marina, you are welcomed,handed an info pack, pay when your ready Sir

Similar in most French harbours. I have been 6 nights in St Cast and never once got asked for money. But when you arrive in SPP the first thing they do is take your cash and then 8 am the next day knock you up for more cash.

SPP was my wifes favourite harbour and we would spend at least 10 weekend visits often many more. Last year we did 5 very unpleasent experiences ( one when we arrived at 10 pm to be met by a dory at the entrance who happily told us they were full and dont come in. Which was semi true due to poor berthing). Not been back since.

St Helier perhaps has got the right idea, as they have the policy of standing on the end jetty and just watching the free for all offering no help or assistance whatsoever.

I guess its just SPP is a small marina and we have got accustomed to their friendly welcome and professional approach but I for one will not spend my sailing time trying to help SPP improve its manners

 

[[2574]]

I guess its just SPP is a small marina and we have got accustomed to their friendly welcome and professional approach but I for one will not spend my sailing time trying to help SPP improve its manners

And I won't risk damage to my yacht whilst the youngsters in the dories practice some good seamanship skills. The story about the small yacht being towed at speed (see above) is quite alarming, no, not for me thanks.

 

[longjohnsilver]

I drew the attention of the Guernsey HM to the thread, and got a courteous response from Mike Gaudion the Assistant Harbour Master, who said that they were aware of some of the issues but they would prefer to be able to sort out specific concerns at the time rather than after 6 months or so. He also indicated that they did not get many complaints but did look into any complaints they receive.

Well the HM was pretty scathing when I emailed him just 2 weeks after my problems, see the copies of my emails earlier in this thread, so the chances of them taking much notice after 6 months are pretty slim! And I would guess that most of us when on holiday don't particularly want to be involved in what could be an unpleasant confrontation, we get enough of that in our day to day existence.

I really do hope they sort themselves out. SPP is a great place to stay and part of the charm is the constant hustle and bustle, but we can do without the excess wash from the harbour patrols, the 08-00 knock on the hull even if your ticket is displayed, and the non caring attitude of a minority (not all) of the harbour staff.

 

[GrahamD]

It's a nice idea, but when cruising the last thing I want to do is spend my time giving customer service advice to employees, most of whom can't give a damm.

When you try to find a manager they are always off doing something that is very important to themselves.

If an organisation has a customer service problem it is up to them to sort it proactively. That can be done in manY different ways, but waiting for complaints is way down the list.

OK, but why do we so frequently take disappointing service, say nothing and go away vowing never to return, especially if the place is actually rather nice to visit. Proactive organisations actively seek out feedback and actively compare themselves against others, reactive organisations need something to react to before they realise there is a problem. Guernsey harbour seems to be firmly in the latter category, so maybe we should complain a bit more.

 

[sailorman]

OK, but why do we so frequently take disappointing service, say nothing and go away vowing never to return, especially if the place is actually rather nice to visit. Proactive organisations actively seek out feedback and actively compare themselves against others, reactive organisations need something to react to before they realise there is a problem. Guernsey harbour seems to be firmly in the latter category, so maybe we should complain a bit more.

as stated we go cruising / holiday to get away from CRAP we don't need arguments / grief on holiday we want smiley greetings, like wot you get in Asda

 

[[2574]]

OK, but why do we so frequently take disappointing service, say nothing and go away vowing never to return, .

Mainly because my wife is very sensitive about me taking issue and creating a confrontational situation on receipt of poor service. She's on holiday and doesn't want to deal with the very real stress that it creates for her. I run my own business and expect to deal with issues as they arise, however I restrain my desire to take issue for the sake of my wife's feelings.

Rob

 

[GrahamD]

Mainly because my wife is very sensitive about me taking issue and creating a confrontational situation on receipt of poor service. She's on holiday and doesn't want to deal with the very real stress that it creates for her. I run my own business and expect to deal with issues as they arise, however I restrain my desire to take issue for the sake of my wife's feelings.

Rob

That's why dropping an E-mail or phoning may be the best way to let them know how hacked off you are. Clearly many people are annoyed enough to air their views on this forum.

I agree about the difficulties of complaining face to face, especially when with family. When I am on holiday I'm more likely to move on than get into a potentially disagreable confrontation, unless I think I have been truly ripped off!

 

[humbug716]

Bernard Flouquet is in charge of Public Services and his office is in what is commonly known as the "custard castle" 01481 717000. I doubt if he would be available but enougth calls and he might decide to ask the Harbour Sub Committee what is going on. Even then I should imagine nothing will happen as they have lost the experience and the new staff are going to learn the hard way. At the visiting yachties cost!!

 

[Blue5]

as stated we go cruising / holiday to get away from CRAP we don't need arguments / grief on holiday we want smiley greetings, like wot you get in Asda

Sadly if it is a council service you do well to get it changed, lovely place shame about the staff!!

They would do well to take all the staff for a day out, take them to an Apple (computers for the luddites) Store and see what customer service is all about, they portray a great picture of people who want to talk about a product and are genuinely pleased to see you.

Peeps are becoming more discerning about what they get for their money, perhaps this is just a case of an isolated island that needs to catch up, lets hope so its a great place.

 

[npf1]

http://www.bbc.co.uk/news/world-europe-guernsey-16868996 - not the story about the thread but one stating the the harbour might be commercialised.

 

[guernseyman]

Bernard Flouquet is in charge of Public Services and his office is in what is commonly known as the "custard castle" 01481 717000. I doubt if he would be available but enougth calls and he might decide to ask the Harbour Sub Committee what is going on. Even then I should imagine nothing will happen as they have lost the experience and the new staff are going to learn the hard way. At the visiting yachties cost!!

You're right, Flouquet will be engaged in meetings etc when at the States Office, which is why I gave his home number earlier. That's the usual way to lobby our politicians. Just do it.

 

[Seajet]

I agree with Robin about not requiring hassle & confrontation when on hols; and there are still plenty of boats like mine without laptops, and I'm not going to get one just to send e-mails tellng people the bleeding obvious about how to do their job properly !

As for the 'meeting with an info pack & sort out payment later', that's exactly how St Peter Port used to be...

Good point about a water taxi to & from outer harbour; seem to remember there used to be this facility too - I agree either it should be included in the ( extortionate for what one gets ) berthing fee or that fee should be cheaper.

 

[npf1]

The story about this thread is now on the BBC: http://www.bbc.co.uk/search/news/?q=guernsey

 

[Elemental]

The sotry about this thread is now on the BBC: http://www.bbc.co.uk/search/news/?q=guernsey

And we are, apparently "Petty and Nitpicking". From the article ...

"A caller to BBC Guernsey, Royston, said other places had young members of staff working on marinas, and that Guernsey's staff must have undergone training.

He said the comments made on the Yachting Monthly forum were "so petty and nitpicking."

But a text from a BBC Guernsey listener, Sandie, said the criticisms were "constructive" and should be heeded."