milltech
Active member
Re: I think the marina thing...
It might have been that the "p"s were the typo and not the "i".
John
It might have been that the "p"s were the typo and not the "i".
John
G
Guest
Guest
Re: I think the marina thing...
oh no I am from marketing and here to help you oh no!!!!!
oh no I am from marketing and here to help you oh no!!!!!
WarrenT
New member
This is not just a marine industry thing, it applies to every part of our service-based economy. IMHO it is the method by which you first start your dialogue with the company/service that counts ! I work for an IT firm that took me on 16 years ago as a service engineer and then a call desk manager and in my experience there are generally 4 types/ways in which problems will be reported.
o The Throbber - bulging facial veins, spittle, door slammer for anything from a sticking R key to server failure, doesn't so much speak as shout, so it is hard to determine the exact cause of his/her unhappiness, it maybe the child/wife/taxman/police/overdraft but you'll never get close enough to know.
o The Heads-Man - " What's your bosses name, what's his bosses name, I'm gonna have all their heads for this, when are you going to finish ?". Usuallly the result of a cheap 3rd party widget sold buy Bodgit&Scarper poleaxing the HW/SW.
o The Rain Man - Everything is wrong, it's always wrong, I'm always in this position, we should never have moved from wax tablet/parchment/typewriter.
o The Regular Guy - SMILES because he/she knows that the fault is NOT a direct result of your actions, treats you to an un-emotive and factually accurate account of the problem. Gives you the appropriate amount of time to make an intial investigation. LISTENS to your comments, engages in further positive communication if required. Understands that NO-ONE IS GOING TO DIE* because ; you don't have that widget in stock / is beyond the capability of the local workshop / sudden demand has outstripped capacity of the distributor.
*With obvious and very few exceptions.
Guess who generally gets the quickest and most positive response ... start your complaint/feedback if not with a smile but with at least with a outlook of "we both want this thing fixed", it really works .... honest !!
WARNING, Reality check, Reality Check ->> Earlier this year two mobile phones were falsely purchased in my name and run up several hundreds of pounds each before being eventually cut off. The day after this transaction I received an invoice thanking me for setting up a direct debit for these two phones, I phoned the company immediately, SMILED, explained that I wasn't in Manchester, I had not purchased the phones, the bank details weren't mine, but the name & address were.
Received the first bills, I phoned again ... tried to smile !
Then the reminders, phoned again ... pretty neutral !
Then the final reminders, phoned again ... angry !
Then the "bailliffs will recover" letter ... wrote a letter of formal complaint.
Engaged OFTEL. ... finally got an apology from this large UK mobile phone distributor.
Moral of the story .... sometimes you are dealing with such dunderheids that stamina and following the escalation process is the only solution.
Warren
" You're not going to make it tippy like before ? "
o The Throbber - bulging facial veins, spittle, door slammer for anything from a sticking R key to server failure, doesn't so much speak as shout, so it is hard to determine the exact cause of his/her unhappiness, it maybe the child/wife/taxman/police/overdraft but you'll never get close enough to know.
o The Heads-Man - " What's your bosses name, what's his bosses name, I'm gonna have all their heads for this, when are you going to finish ?". Usuallly the result of a cheap 3rd party widget sold buy Bodgit&Scarper poleaxing the HW/SW.
o The Rain Man - Everything is wrong, it's always wrong, I'm always in this position, we should never have moved from wax tablet/parchment/typewriter.
o The Regular Guy - SMILES because he/she knows that the fault is NOT a direct result of your actions, treats you to an un-emotive and factually accurate account of the problem. Gives you the appropriate amount of time to make an intial investigation. LISTENS to your comments, engages in further positive communication if required. Understands that NO-ONE IS GOING TO DIE* because ; you don't have that widget in stock / is beyond the capability of the local workshop / sudden demand has outstripped capacity of the distributor.
*With obvious and very few exceptions.
Guess who generally gets the quickest and most positive response ... start your complaint/feedback if not with a smile but with at least with a outlook of "we both want this thing fixed", it really works .... honest !!
WARNING, Reality check, Reality Check ->> Earlier this year two mobile phones were falsely purchased in my name and run up several hundreds of pounds each before being eventually cut off. The day after this transaction I received an invoice thanking me for setting up a direct debit for these two phones, I phoned the company immediately, SMILED, explained that I wasn't in Manchester, I had not purchased the phones, the bank details weren't mine, but the name & address were.
Received the first bills, I phoned again ... tried to smile !
Then the reminders, phoned again ... pretty neutral !
Then the final reminders, phoned again ... angry !
Then the "bailliffs will recover" letter ... wrote a letter of formal complaint.
Engaged OFTEL. ... finally got an apology from this large UK mobile phone distributor.
Moral of the story .... sometimes you are dealing with such dunderheids that stamina and following the escalation process is the only solution.
Warren
" You're not going to make it tippy like before ? "
andyball
New member
I'd like to crow about some good service (OK, it's not a yacht,but....).
Recently someone thumped our boat with theirs,clouting the prop.(no damage to that,luckily) and breaking a plastic corner trim : American boat, made in 1999,sat with a now out of business importer for 2 years,sold via liquidators & another dealer to us....no current importer.
I email US (Crestliner boats) enquiring as to cost of part+carriage,same day response asking my address.less than one week later .....4 new trim pieces arrive,with a bag of s/s screws,all foc,sent ups from the states. Wonderful !.
But how much do I tell the other guy it cost to put right?.<g>
Recently someone thumped our boat with theirs,clouting the prop.(no damage to that,luckily) and breaking a plastic corner trim : American boat, made in 1999,sat with a now out of business importer for 2 years,sold via liquidators & another dealer to us....no current importer.
I email US (Crestliner boats) enquiring as to cost of part+carriage,same day response asking my address.less than one week later .....4 new trim pieces arrive,with a bag of s/s screws,all foc,sent ups from the states. Wonderful !.
But how much do I tell the other guy it cost to put right?.<g>
ToMo
New member
Depends on how much you charge out as an hourly or day rate!
TôMö
TôMö
graham
Well-known member
Re: Pay and Display
Cardiff Harbour Authority has recently installed some pontoons right up in the town where you can tie up for 6 hours maximum to go ashore for shopping ,pubs or whatever.
They have a carpark style pay and display machine at one pound /hour
.At first I moaned about it and comments were heard about how they would fit wheel clamps if you came back late!!
Thinking about it though if it helps offset the huge investment made on the pontoons ,which is ultimately public money ,then I have no problem with it.
Cardiff Harbour Authority has recently installed some pontoons right up in the town where you can tie up for 6 hours maximum to go ashore for shopping ,pubs or whatever.
They have a carpark style pay and display machine at one pound /hour
.At first I moaned about it and comments were heard about how they would fit wheel clamps if you came back late!!
Thinking about it though if it helps offset the huge investment made on the pontoons ,which is ultimately public money ,then I have no problem with it.
