Premier acquires Boatfolk

[ashtead]

We enjoyed our boatfolk hospitality yesterday afternoon and as said reports were the premier offering was not of same quality. What we like about boatfolk even with VC owners is family atmosphere of staff and service which I fear might be lacking in the Premier mindset but we will see . I just hope premier don’t kill the goose they have bought in boatfolk which is very much a people business leaving aside the wave break,dredging etc new toilet blocks but any shareholder can invest in dredgers and new washblocks (eg Berthon and yacht haven) and to be fair to recent owners they have added cash /investment to haslar which is one of the boatfolk choice sites and in so doing have made the boatfolk company more attractive to Wellcome trust /premier.

 

[Boat2016]

I’m quoting my annual contract

Yes I know you were but Paul1962s cost you were questioning wasn’t.

 

[xcw]

We enjoyed our boatfolk hospitality yesterday afternoon and as said reports were the premier offering was not of same quality. What we like about boatfolk even with VC owners is family atmosphere of staff and service which I fear might be lacking in the Premier mindset but we will see . I just hope premier don’t kill the goose they have bought in boatfolk which is very much a people business leaving aside the wave break,dredging etc new toilet blocks but any shareholder can invest in dredgers and new washblocks (eg Berthon and yacht haven) and to be fair to recent owners they have added cash /investment to haslar which is one of the boatfolk choice sites and in so doing have made the boatfolk company more attractive to Wellcome trust /premier.

Indeed, we visited both Boatfolk and Premiers hospitality stands. Boatfolk was far superior and had a much livelier atmosphere - maybe something to do with Premier only serving coffee and soft drinks! I just hope they learn the art of keeping your customers happy by next year as no doubt they will be amalgamating the two stands

 

[ashtead]

Rose wine is what keeps Boatfolk customers happy at SIBS

 

[henryf]

Having been a Boatfolk customer (Haslar) for around 20 years now it’s fair to say we are happy with the product. If Boatfolk are losing money it doesn’t show. They have made significant improvements over the past few years, car parks, boat storage, showers, dredging, lightship refurb, new restaurant and so on.

The staff led by Ben are a model for others to follow, long may it continue.

To say Premier have a monopoly in the Solent is a bit of an exaggeration. MDL are a significant player and there are still some independents out there as well.

The one thing Haslar doesn't offer is fuel. They tried but the council refused permission. It will be interesting to see how berth holder discount at Gosport compares to our current supply, independently sourced outside of the Boatfolk family. We may also get free storage ashore and discounted lifting at Endeavour. These would potentially mitigate and price rises which wont kick in for 18 months as we pre-pay in advance.

As someone directly affected I’m cautiously optimistic. The management team at Haslar are an asset not a liability which new owners would seek to remove. I can see Ben taking up a senior position within Premier before too long.

Henry

 

[dunedin]

I had a great day at the Boat show yesterday. Yes it is noticeably smaller this year and I guess will be even smaller next year as (I assume) BoatFolk and Premier consolidate their stands. Here's the issue; I first went into the BoatFolk hospitality where there was a great lively atmosphere, customers consuming the beer, wine & coffee provided. I then went to the Premier hospitality which was pretty empty and dull; they were only serving coffee and soft drinks, no alcohol . I just hope Premier up their game for next year and learn from BoatFolk on this very important aspect of the customer experience

If I was a Boatfolk berth holder I am not sure I would be pleased to hear that they are squandering my berthing fees giving away alcholic drinks at a boat show. Seems like pouring money away.
And most people probably drive to the boat show these days, so won’t be drinking alchohol?

 

[rafiki_]

If I was a Boatfolk berth holder I am not sure I would be pleased to hear that they are squandering my berthing fees giving away alcholic drinks at a boat show. Seems like pouring money away.
And most people probably drive to the boat show these days, so won’t be drinking alchohol?

What a happy soul.

 

[henryf]

I don’t drink but a few bottles of beer or glasses of wine versus a coffee or a soft drink are a rounding error in calculating your berthing fees.

The furniture looked more expensive in the Premier lounge and they weren’t offsetting the cost against other divisions like Boatfolk were…..

Blimey, you can’t win…..

 

[rafiki_]

I don’t drink but a few bottles of beer or glasses of wine versus a coffee or a soft drink are a rounding error in calculating your berthing fees.

The furniture looked more expensive in the Premier lounge and they weren’t offsetting the cost against other divisions like Boatfolk were…..

Blimey, you can’t win…..

Henry, I hope nobody begrudges you a glass of Aldi Vimto on the stand. Your contribution over 20 years should stand you this?

 

[Fire99]

I don’t drink but a few bottles of beer or glasses of wine versus a coffee or a soft drink are a rounding error in calculating your berthing fees.

The furniture looked more expensive in the Premier lounge and they weren’t offsetting the cost against other divisions like Boatfolk were…..

Blimey, you can’t win…..

I wouldn't be the biggest fan of how Boatfolk has panned out in Northern Ireland but as a whole they seem pretty popular with customers, particularly on the South Coast. I think putting on some drinks and a bit of fun atmosphere is exactly what us berth holders want. I wish here in NI they'd put on some more social events etc. I think the 'full package' of customer service is vastly underrated these days. I hope Premier are able to see the ongoing value of it going forward.

 

[wonkywinch]

If I was a Boatfolk berth holder I am not sure I would be pleased to hear that they are squandering my berthing fees giving away alcholic drinks at a boat show. Seems like pouring money away.
And most people probably drive to the boat show these days, so won’t be drinking alchohol?

Spent some time resting my feet enjoyong their hospitality today. Seats overlooking the water, ate our sandwiches whilst enjoying their beer, wine and soft drinks.

Not a big customer, only spent about £1,500 with them on visitor berths, lift out and sail drive repair, Yanmar parts.

No hassle, friendly staff, free drinks (cost to them minimal). Boatfolk logos everwhere. Will I remember them positively? Absolutely.

 

[ylop]

If I was a Boatfolk berth holder I am not sure I would be pleased to hear that they are squandering my berthing fees giving away alcholic drinks at a boat show. Seems like pouring money away.
And most people probably drive to the boat show these days, so won’t be drinking alchohol?

I have to say my reaction was similar - especially as Boatfolk have marinas all round the country who’s berth holders are less likely to actually be at the boat show vs local (prospective) customers.

More to the point if I was a shareholder (now the Welcome Trust) I’d be wondering how this actually increases sales/prices in a market where it’s often suggested that demand outstrips supply and the key differentiators are location not brand perception?

Does it add much to the true cost of running a marina chain? No. Does it create a perception in your (potential) customers that they are making excessive profits? Probably.

 

[henryf]

I have to say my reaction was similar - especially as Boatfolk have marinas all round the country who’s berth holders are less likely to actually be at the boat show vs local (prospective) customers.

More to the point if I was a shareholder (now the Welcome Trust) I’d be wondering how this actually increases sales/prices in a market where it’s often suggested that demand outstrips supply and the key differentiators are location not brand perception?

Does it add much to the true cost of running a marina chain? No. Does it create a perception in your (potential) customers that they are making excessive profits? Probably.

Just a couple of posts up from here you’ve got a berth holder saying they want more social events. How can Boatfolk win? The SIBS stand (and free tickets for berth holders) is a way of saying thank you. It also gives them a presence for perspective berth holders to come and have a chat. They get new business from the show. Divided out amongst all their clients the cost per head is but a rounding error on your annual fees.

I can only judge based on Haslar where there is an annual berth holder event, an active boating club and they get involved with various projects from marine conservation to Arctic adventures - all at minimal cost to me. If I’ve ever needed anything the team has responded quickly and positively.

A lot of customers enjoy their SIBS visit and the use of somewhere to rest their legs, particularly owners of smaller or older boats who may not enjoy hospitality on the big manufacturer stands. Clearly you can’t please all the people all the time and there will be regional variation across a brand but I will fight Boatfolk’s corner based on personal experience.

Henry

 

[chriss999]

Where I’ve been involved in sending people to run a trade show for the company I used to work, hiring a space, getting electricity to it, building a stand, these are the big costs. Plus staff costs. Any other costs like customer refreshments were insignificant against that. Well worth spending a bit on drinks and nibbles and little giveaways in order to maximise the benefit of being seen favourably by potential customers. Especially great value if the opposition are cheapskates!!!

 

[Wavey]

Just a couple of posts up from here you’ve got a berth holder saying they want more social events. How can Boatfolk win? The SIBS stand (and free tickets for berth holders) is a way of saying thank you. It also gives them a presence for perspective berth holders to come and have a chat. They get new business from the show. Divided out amongst all their clients the cost per head is but a rounding error on your annual fees.

I can only judge based on Haslar where there is an annual berth holder event, an active boating club and they get involved with various projects from marine conservation to Arctic adventures - all at minimal cost to me. If I’ve ever needed anything the team has responded quickly and positively.

A lot of customers enjoy their SIBS visit and the use of somewhere to rest their legs, particularly owners of smaller or older boats who may not enjoy hospitality on the big manufacturer stands. Clearly you can’t please all the people all the time and there will be regional variation across a brand but I will fight Boatfolk’s corner based on personal experience.

Henry

Absolutely . And it was at the show I got talking to Ben from Haslar and signed up as a berth holder some years ago, and I still am. In 40+ years of boating Haslar comes top in terms of customer service by some margin.

When D and R sold out to Boatfolk I had some concerns but because Ben and his team remained intact service levels didn’t change. With the acquisition by Premier and the proximity of Premier Gosport I do wonder what’s going to happen. Time will tell. I have no first hand experience of Premier but generally what I’ve heard doesn’t fill me with enthusiasm for the change.

Is there now a case for the CMA to consider an “effective duopoly” in the marina industry? I can’t comment on the country as a whole but on the south coast probably not, but it’s getting close.

I guess for the majority of berth holders it’s generally the interaction and service levels of the staff at their marina that determines their opinion of one company versus another. To a degree the ownership is somewhat immaterial. In my experience however it does seem that as companies get bigger customer service declines.

Just my thoughts but my gut feeling is I’ll probably end up moving elsewhere.

 

[st599]

Where I’ve been involved in sending people to run a trade show for the company I used to work, hiring a space, getting electricity to it, building a stand, these are the big costs. Plus staff costs. Any other costs like customer refreshments were insignificant against that. Well worth spending a bit on drinks and nibbles and little giveaways in order to maximise the benefit of being seen favourably by potential customers. Especially great value if the opposition are cheapskates!!!

Certainly at the shows I've demo'd at (not in the marine leisure industry) - the drinks and nibbles were negligible. You can easily be looking at multiple thousands for a week's internet connection and similar for power.

 

[Fire99]

especially as Boatfolk have marinas all round the country who’s berth holders are less likely to actually be at the boat show vs local (prospective) customers.

I missed this year but I'm based in Northern Ireland and I usually take Boatfolk up on their free ticket offer. I think in cost vs service, the service wins on this issue.

 

[RD60]

.

 

[ashtead]

If price in Portsmouth harbour was a priority I would be moving behind Rat island or up at Wicor or buying a westerly bilge keel and moving to Fareham. I think it’s the variety of venues for all to park which is important and I do share the concerns of Wavey above re the future plans of Wellcome -I guess they might flog off a few of the fringe sites which are less attractive and focus more on the jewels in the Boatfolk crown. The worry is what that focus looks like and its impact on the culture of Haslar and impact on the staff.

 

[henryf]

Absolutely . And it was at the show I got talking to Ben from Haslar and signed up as a berth holder some years ago, and I still am. In 40+ years of boating Haslar comes top in terms of customer service by some margin.

When D and R sold out to Boatfolk I had some concerns but because Ben and his team remained intact service levels didn’t change. With the acquisition by Premier and the proximity of Premier Gosport I do wonder what’s going to happen. Time will tell. I have no first hand experience of Premier but generally what I’ve heard doesn’t fill me with enthusiasm for the change.

Is there now a case for the CMA to consider an “effective duopoly” in the marina industry? I can’t comment on the country as a whole but on the south coast probably not, but it’s getting close.

I guess for the majority of berth holders it’s generally the interaction and service levels of the staff at their marina that determines their opinion of one company versus another. To a degree the ownership is somewhat immaterial. In my experience however it does seem that as companies get bigger customer service declines.

Just my thoughts but my gut feeling is I’ll probably end up moving elsewhere.

Let’s see. I’m a pot half full guy and I hope Premier will see the Haslar team as an example to build on rather than replace. There are a few gaps which Premier can fill like fuel and boat yard facilities for larger craft. They can also expand on visitor berths.

We’ve got 18 months before any price increases kick in.