How to win customers and alienate them!!!

ShaunG

ShaunG

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We have just had a new boat permanently put in the berth next to us that is a little larger than the berth is designed for, the consequence is that parking the boat on the berth is now mission impossible and requires a large amount of luck to park. I spoke to the marina (Premier Chichester) at the weekend but was told the berthing manager would call me. No call as of today so i gave them a call, spoke to the berthing manager who's first line was, i quote " ahh you are the one that wants me to make the berth bigger" there was no jest in his voice in the slightest, as you can all imagine the conversation went downhill for there on. I have been on the berth for 3 years and we have always had boats alongside us and we have never had trouble, the new boat is about 3 ft longer than previous boats and carries it's ample beam all the way aft.

i thought there was a recession on, this does not seem to be the way to treat customers to me, if i spoke to my customers like this i would be sacked. If this is the attitude we will seriously consider leaving the marina, seems a shame as there are other family boats in the marina that would not appreciate the attitude either.

We are/have been happy in the marina and it's been a great place to be, however just recently it has started to feel like we are the enemy.

Just fancied a good whinge and thought you might find the attitude amusing:D
 
ShaunG said:
the marina (Premier Chichester)
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Having just moved from Haslar to Premier Port Solent I have noticed the corporate attitude problem at Premier.

I got a condescending lecture on the VHF last month for daring to question if it was really OK to enter the lock on red lights (as I thought I had been instructed).

Try Haslar if you are looking for a change.
 
ShaunG said:
No call as of today so i gave them a call, spoke to the berthing manager who's first line was, i quote " ahh you are the one that wants me to make the berth bigger" there was no jest in his voice in the slightest, as you can all imagine the conversation went downhill for there on. :D
Click to expand...

Well that attitude is not acceptable, I would take the matter further, if you cannot get onto your berth then you need to be moved, you should not endure undue stress to enjoy your hobby.
 
ShaunG said:
We have just had a new boat permanently put in the berth next to us that is a little larger than the berth is designed for, the consequence is that parking the boat on the berth is now mission impossible and requires a large amount of luck to park. I spoke to the marina (Premier Chichester) at the weekend but was told the berthing manager would call me. No call as of today so i gave them a call, spoke to the berthing manager who's first line was, i quote " ahh you are the one that wants me to make the berth bigger" there was no jest in his voice in the slightest, as you can all imagine the conversation went downhill for there on. I have been on the berth for 3 years and we have always had boats alongside us and we have never had trouble, the new boat is about 3 ft longer than previous boats and carries it's ample beam all the way aft.

i thought there was a recession on, this does not seem to be the way to treat customers to me, if i spoke to my customers like this i would be sacked. If this is the attitude we will seriously consider leaving the marina, seems a shame as there are other family boats in the marina that would not appreciate the attitude either.

We are/have been happy in the marina and it's been a great place to be, however just recently it has started to feel like we are the enemy.

Just fancied a good whinge and thought you might find the attitude amusing:D
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Shaun

I'm sorry that you feel that way about my boat. I moved from a berth three down as the boat opposite had a huge overhang and meant we had to go under their dingy on the davits to get into the berth.

Its a 10m boat on a 10m berth, and as she is of some significant years she will be upset to hear your comments about her ample girth. Unfortunately as the years pile on its gets more difficult to keep a trim waist but she in in fact slimmer than many in the vicinity. :-)

Paul
 
NDH said:
Well that attitude is not acceptable, I would take the matter further, if you cannot get onto your berth then you need to be moved, you should not endure undue stress to enjoy your hobby.
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Just an idea, but why don't a few folks in a Marina get together (say 3 or 4) and see if you can get a bulk deal elsewhere, at least to then beat your own Marina with.

In respect of OP, if berthing is now genuinely impractible rather than merely different, I would have thought a change of berth was in order - failing that a letter to the MD outlining the attitude of his staff and inviting his comments.
 
Paul, it's not your lovely boat which looks in amazing condition, you must say hello next time, i think mine is jealous of her lack of girth :) How have you found getting in and out? i guess the boat that we have trouble with behind us us the same one with the dinghy on the davits is the same one you had problems with, bl00dy prop walk can be a pain. Gryphon is not the best handling boat under power, any wind and she is away with the fairies ;) I was just amazed at the attitude of the marina. Getting out is bearable, but with the way we handle and the turn in from the fairway and then the swing to port to get on the berth makes it very tight. Please do not take offence, the post wa not about you or your boat, just the amazing attitude of the marina which does seem to be becoming the general attittude
 
Had a similar problem on "P" pontoon seven years ago. Spoke to the then manager..Glyn Davis...who offered to have a man come and help us in and out. Refused the offer on the basis of paying full price expect full serv ice and to be able to get in and out under my own steam. Stand your ground. Ioffered to accept the berth witha discout. Her then quickly offered three alternatuves to choose from.

PS I kind of figured that UHURU had moved due to Alice Jane's overhand...it makes for a tight turn
 
Those of us who battle with the inexorable increase in our waistlines will know what it is like to manage berthing in a marina - each new crop of AWBs is bigger than the one before. And it is rather harder for a marina to ease its belt out a notch!

Having said which, there's no call for his problem to be pushed onto you. If access to "your berth" is reduced, then ask for a reduction in mooring fees - and an indemnity against damage from your new "fat" neighbour. Put your request in writing, cc to your insurance company.
 
Maybe i should make this clearer. We have a very thin top half, very wide waist and very slim bottom ( the boat not me) the boat next to us, Paul G is a very uniform width and the berth would appear to be a little slim for my large waist and our neighbours large girth ( not that large, boat not him;)) which does not make us good bedfellow :D
 
David_Jersey said:
Just an idea, but why don't a few folks in a Marina get together (say 3 or 4) and see if you can get a bulk deal elsewhere, at least to then beat your own Marina with.

In respect of OP, if berthing is now genuinely impractible rather than merely different, I would have thought a change of berth was in order - failing that a letter to the MD outlining the attitude of his staff and inviting his comments.
Click to expand...

We tried that when we were in a marina. I and my dad both had boast in there. No deal from the marina. Tough luck them as we both then moved elsewhere.

Seems the recession needs to go on a bit longer as it clealry hasn't shaken all the dross out of the marine industry.
 
ShaunG said:
How have you found getting in and out?
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because I have a significant prop walk to port, the usual back out, turning to starboard and fowards out of the fairway is impossible. I therefore back out all the way, which with a wide swing used to put me right under the dingy on davits, so much so that I have had the shrouds caught up.

As I was only assessing the berth from my own perspective previously I can now see why getting around my stern may be an issue for you.
 
I am quite surprised by the original post. I have been in Chichester Marina for quite a few years and have always found Premier's management to be helpful. When I have had issues they couldn't have done more to try and put the situation right in a pleasant and professional way.

I wonder if CMBHA would be able to help you sort the matter out with Premier? It sounds like the original problem could be resolved with some judicious reallocation of berths.
 
Just to add some unbiased balance. I've been in chichester marina for 8 years and have never had anything but impeccable service and manners from all the marina staff. Maybe you just took his quip about making the berth bigger the wrong way and it went down hill from there?

Best location in the Solent and by far the most pleasant staff imho
 
Dont be too quick to critisize

Just had a phone call from the berthing manager, following your request, he said that as you had been on your berth longest would I consider moving.

Paul
 
Don't get me wrong, I think the marina is a brilliant place to be and all the staff are normally excellent. I have no doubt that the marina will sort the situation out, i was just astounded at the opening comment. A day later i find it very funny (pictures the pontoons being moved around, although in hindsight i am suprised that marinas don't have this flexability, maybe they do)
 
Jason, you are why this forum is brilliant!!! i was so blinkered i had not thought of this, it may make it easier for both of us!! i will have to see if paul_G is interested, that is assuming that he has starbaord prop walk against my port prop walk
 
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