Silverline

[grendel]

I have no personal experience with the company mentioned, I will defend to the hilt everyones right to an opinion, but please oh please can everyone respect others opinions and not go down the route of attacking each other, agree to disagree and just get on with what the forum does best, be friendly and have fun.

Everyone can have a bad day, and that goes for businesses too, it takes years to build up a good reputation, but one wrong word at the wrong time can blow that in one go, maybe the yard people were thinking about the hassle of cleaning out the maggots and the results and were not focused on customer service, who knows. 

for me the worth of a business is not in its reputation when things are going well, it in how they react when things go tits up. just occasionally even the best companies drop the ball.

While some posts may come across a little confrontational, my policy is to assume that the person just used the wrong words and didnt come across how they meant to, and that whatever they said wasnt meant to be a personal attack - by treating posts this way I dont take offence at anything said, and the problem does not escalate - please try and remember this when reading and responding.

Thanks

[Gracie]

Well, I've just logged on and am glad to see things have settled down and we are the friendly forum once again, we all have niggles and issues in our lives, my Dad always says it's how you deal with them that's important, none of us are perfect but as I keep telling Im indoors I'm the nearest you're gonna get

Good luck and hopefully a prosperous new year for all our hire yards and businesses on the Broads, without them we'd be pretty much up (I won't swear) that street without a paddle

Grace

p.s Vaughan, a quote from Manuel "I know nothing"....please don't slap me round the head 

 

[JennyMorgan]

Lessons learned? I hope so.

Re maggots in the bilges, when I had the moorings at the Waveney River Centre I used to encounter all sorts of problem, as you might expect. The one of maggots was not a regular one but on more than one occasion we steam cleaned a bilge and I'm convinced that what we sometimes found was more than simple spillage, unless the little buggers had been frantically breeding!

[Oddfellow]

21 hours ago, SEAMASTER said:

If I ever do decide to ever hire south again it will either be with Broom or Freedom boats. At least they give a homely welcoming. And yes I've stopped at both to have pump outs and water. And I thought then what friendly helpful yards they are. 

Thanks! 

We hear good and bad stories about most other yards as I sure other yards hear about us. 

At the end of the day we are humans who are subjected to attitudes from others that sometimes grate. The vast majority of the time, we all get on fine and, mostly, when someone gets up our hooter, we can rise above it, smile and say, "yes, sir", "just be a moment, sir". 

But then there;s the occasional one who tells you that you told him to do something in a particular way that then totally buggers something up when you know that you said the complete opposite. You know you said the opposite because you know that the way that he has done something causes a four hour waste of your time and the fact that you've told hundreds of people over the last eight years the same damn thing. Then he utters "You don't know who I am" and you're ready to tie him to a mudweight and heave. This all after he complains about the upholstery being dirty and smelly (the very upholstery that is has not had any customers use it since its recent manufacture). 

Yep, I can relate to being rubbed up the wrong way and on this occasion, I am embarrassed to admit, I lost it with this Aussie who was simply abrasive from the start.

In general, being nice to someone, even when you feel aggrieved at something, is probably the best way of getting the solution you want. Sure, things go wrong and we are available to put things right. People have bad days, we all do. 

We often get people complaining about something at the end of their holiday that has not been reported prior. It is frustrating for everyone concerned as the customer has had an experience they found annoying or worse which has impacted negatively on their holiday. Additionally, we have to deal with something we were unaware of often on a turn around when time is short and this impacts the whole yard and could delay incoming customers. 

There was the customer who swore blind (at the end of his booking) that most of the cabin lights didn't work (but his children rebuked him buy saying that they were working last night and at other times). So, I walked on board, turn the light switches on and there's light and no problem. He's simply not seen the standard light switch on the entrance to the rooms (how this is possible remains a mystery). He complains about having to check the oil, header tank and filters every day and justifies this comment by telling me he works with jet aircraft engines as though they are in some way related to a 1960s designed 35hp pushrod diesel engine. He complains about a particularly nasty storm managing to get through a window and wetting a bed. Sorry, but I can't stop horizontal rain. There was absolutely nothing wrong with his boat, but as he had endured multiple concerns without ever calling us to get clarification or solutions, we wasn't happy. In his head, we had provided a rubbish boat. In our opinion, he made one mistake - he failed to call us. One call about the lights and the problem is fixed; the other issues simply gave him ammunition for the non-problem about the lights which started off his unfortunate experience. 

So, if any hirer experiences a problem, they MUST call the yard to inform them. Indeed, it is also vital the READ the skippers handbook  (we provide it by email with your booking documents). Informing the yard of a problem or concern is vital. A constantly running bilge pump is an indication of a fault - either the float switch is stuck (in which case, the pump may overheat and seize, flow a fuse and be useless should there be a need for it later) or there is water coming in causing the float switch to rise and pump away excessive water). Neither of these two scenarios is desirable; both potentially dangerous. Now, a customer may argue that they are not to know the significance of things. I  agree, which is why, if you have a concern, report it to those that do know the importance either to put your mind at rest or to attend and inspect/fix.  

We might also expect a customer to point out that there shouldn't be a fault in the first place. I can't disagree, but the world of mechanics, electrics, engineering and so on are influenced by factors beyond our reasonable control. Communication is the key to a solution in all cases. None of us are psychic and those that claim to be are often anything but. 

At base level, Freedom and other boat yards are selling memories. We want your memory to be a great one so that you come back for more great memories. 

 

[JennyMorgan]

Should Seamaster return to this thread then I hope that he reads Andy/Freedom's posting. It has to apply to every yard in the industry. As it is I hope every potential hirer also reads it, it is the other side of the coin.

[Gracie]

Wow, what a post just about sums the whole thing up in my book, good on you Andy

Grace

 

[Vaughan]

5 minutes ago, Gracie said:

Wow, what a post just about sums the whole thing up in my book, good on you Andy

And from me too!  

It is an adventure holiday, after all, so you do have to think for yourself, sometimes.

[Gracie]

I got chatting to an engineer when we moored at Herbert Woods in October (very nice he was too) he told me a couple of things about hirers that made me laugh (giggling like a school girl according to I'm indoors ) as we said our goodbyes he turned and said

"This would be the best job in the world if it weren't for you hirers"  He was joking of course, well I think he was lol

Grace

[Vaughan]

Thinking of Herbert Woods, I am told that this is a true story, of a hire boat (in the 60s) that came into the basin and asked for the bridge pilot. He was told that the pilot was on the other side, but he could always "go over" and look for him. Meaning that he should cross over the road by the footpath.

The hirer then cast off, left the basin, drove through the bridge and a few minutes later, came back through and moored up in the basin again.

When asked he said "It was no good, I couldn't find him. I'll have to wait till he gets back"!

[Broads01]

I've never been unlucky enough to experience the flies hatching from fishing maggots scenario.  On a practical note,  what's the best course of action if it happens? 

[JennyMorgan]

Every one who has had time in the industry can relate to that one, Vaughan. I never cease to be amazed by people! Problem is that what might be abundantly clear & obvious to a committee of wise men will be completely invisible to someone else.

[JennyMorgan]

2 minutes ago, Broads01 said:

I've never been unlucky enough to experience the flies hatching from fishing maggots scenario.  On a practical note,  what's the best course of action if it happens? 

Change boats!

[ranworthbreeze]

Hi Grace,

After spending more than 40 years in the service industry, I can tell you that most people would prefer to work without seeing customers. I am know to chat to most people whether they like it or not, there have been many times however that I have had to bite my lip.

As you may know I have never hired on the Norfolk Broads other than day boats, I have however hired boats on other waterways for over 45 years, I have encountered the good, bad and downright ugly. You are on your holiday and make the best of it. We have been provided with towels that were grey, stiff and left well alone, we always take our own anyway and sleeping bags to help with uncomfortable beds, should the need be required. 

We have encountered dirty windows on the inside of the boats, not a problem with our crew however, its amazing what hot water and bleach can provide.  We have had to call out engineers for faults such as props becoming loose on shafts (sadly I didn't have a spanner big enough for the castellated nut), we have had heating problems requiring replacement units. All the little jobs such as  tightening doors, catches, table legs etc, we have done ourselves including picking up ropes and a carpet around the prop, that one took a fair time to sort using a knife whilst  almost having my head down the prop inspection hatch (so much easier dealing with a narrow boat)

One company we went with were using the friendly toilet additive rather than the blue loo, we lasted two days on that boat before we had it pumped out, the small was unbearable. We have had boats where the toilets were electric but a differing types, on this boat we had to have a pump out in three days because one toilet tank was full because of the excessive water used on that toilet.

Talking to yards and service engineers over the years it is not surprising the stories that they tell you. One that always sticks in my mind was the engineer that was called out because the water pump was constantly running. The hirer had never filled up with water from leaving the marina, he didn't even know where to put the hose.

We always passed on details of any faults we could not sort out to the yards by phone before we got back to the marina's so the companies could get parts or sort out in the change over day.

In all the years of boating I have never had a crossed word with a company, but sometimes the practice of having to watch another video about the operation of locks and lift bridges can be a little tiring.

Boating is not for everyone I am sad to say, I find however that once on any boat the stress of everyday life just slips away.

Regards

Alan

 

 

[Labrador]

35 minutes ago, Broads01 said:

I've never been unlucky enough to experience the flies hatching from fishing maggots scenario.  On a practical note,  what's the best course of action if it happens? 

Unfortunately, not a lot. Spraying the bilges where you can will only, maybe, kill the flies that have hatched. It's  more a case of letting it run its  course  till  they have all emerged.

[SEAMASTER]

Firstly I would like to apologise to anyone if you think I was being attacking.  Yes I agree to two sides to every story and I just wanted to to get mine across. I do believe this has been a good discussion got very heated and i think it brought out the good from out of it all. So again I do apologise.

 Secondly I would like to say Great post Andy and il look forward in the future booking a boating holiday with you when we return to the southern broads. 

[JennyMorgan]

Seamaster, very creditable, I'm already looking forward to further posts from yourself..

[Hockham Admiral]

2 hours ago, JennyMorgan said:

Seamaster, very creditable, I'm already looking forward to further posts from yourself..

Hear! Hear!

Well said both of you!          

[Chelsea14Ian]

I know we are changing tack,but here are Cople of mine.A few years back we were moored at Herbert woods. A boat came in only one person in sight.He jumped off rope in hand boat still moving,trying  to tie up.No one at the helm.Boat still moving then all of a sudden  two or three heads appear.You give holiday  makers the size of a bus and the cost of a house.Interesting things happen. 

Like Alan a life time in catering probably  seen itall.Yesterday cooking Fish and chips.Two smart (not catering mangers),asked  if I could make the fish bigger.A few probs there.IDid not buy the fish just cooked it and left my magic wand at home.We regard to fishing  I just cook them.Perhaps a stick of dynamite then you have Fish for the week

[trambo]

8 hours ago, SwanR said:

 The reviews tend to be quite mixed as is also the case on Trip Advisor. But then you have to remember that the majority of people don't probably bother to write reviews so those that do will generally have something that has motivated them to do so - and this tends to be because you had a view at one end of the scale or the other. Either your experience was so good that you want to encourage other people to go there or you felt that something was very wrong and you want to warn others.

 

There is one boatyard that does get rave reviews on Trip Advisor but on the canals not the Broads. Have a look at Andersen Boats of Middlewich. A superb long established family run yard, nothing is too much trouble, their boats are outstanding and their prices (for a canal boat) very reasonable and include fuel.

https://www.tripadvisor.co.uk/Attraction_Review-g499513-d4419108-Reviews-Andersen_Boats-Middlewich_Cheshire_England.html

[SwanR]

Wow they certainly do get rave reviews. If ever I'm tempted to try a narrowboat I must remember them. The question is whether I could do a few days without coming up to any locks?! We've only been on the Norfolk Broads and never tried the canals.

[BrundallNavy]

I was in the wet shed last year and got chatting to a Rico's engineer, the boat he was working on was missing its sliding canopy. What happened did they hit a bridge, he replied that after returning the boat to the yard an engineer went on board to do some checks when he noticed that rain was coming in between the canopy and windscreen, he tried to close it but it wouldn't move. The previous hirer had hit a bridge without lowering anything and done a fair bit of damage. They had tried to repair it themselves and said nothing to the yard on return. The boat was out of action for a week while repairs where made. Not a big issue for them as they had a few boats not booked out so could swap it round not so easy with a smaller yard.

 

Doug.

[LizG]

Having just spent several hours being very polite and friendly to numerous people as a receptionist on a seriously busy Saturday I am too shattered to respond properly. We have members of staff who don't do it so well but my ultimate aim as I have said to my bosses is that the customer comes first partly because they pay my wages. However I am of the old school and do it naturally. Liz

ps II had this old chap yesterday put his arm round me and started singing I only have eyes for you.... That made everyone else laugh...

 

 

 

Edited January 14, 2017 by w-album

[Wussername]

I am sure that many of us have experienced the receptionist or manager with attitude, likewise the same applies to the holiday maker or customer who lacks understanding of a situation. How often in one’s life, especially in the work environment does the same apply? However did that person become a manager? Why ever has management not put a stop to an individuals behaviour?

 

Like many people in the hiring industry I have experienced holiday makers with attitude but thankfully they have been very much in the minority and for the most part it has been a pleasure to help them enjoy their holiday to the full. Indeed it has been most rewarding, most rewarding, to welcome them back the following year. (Did you notice the Trumpism I sneaked in there just then)

 

Sometimes, because you meet so many people it is inevitable that the old memory lets you down, sometimes with alarming results.

 

On one occasion I got a call from reception asking if I was free to do a trial run. I went over to greet the gentleman and his wife and proceeded to escort the couple to their boat. Anyway the wife for whatever reason was distracted by something or another and fell behind. In chatting to the husband I asked him the all important question “have you hired a boat out on the river before”? “Yes he replied, last year, in fact you showed me round the boat and took me out for a trial run”. I quickly recovered  “yes of course I remember now you mention it” I didn’t of course.

 

When we arrived at the boat we exchanged a few more pleasantries and I proceeded to show him round the outside the inside to acquaint him with the craft.

 

Then the trial runs itself. Starting the engine I then cast off and pushed the bow out from the side on mooring, jumped on and joined the gentleman at the helm. His wife, a very pleasant lady, well dressed, smiled as she sat on one of the luxurious brocade seats which graced the cabin.

 

I spoke to the hirer, who I have to say was handling the boat very well. “I am sure that you will remember from last year that you must give way to sail”.

 

I felt the most excruciating pain, excruciating pain, (another Trumpism….sorry) down my left leg and foot. The bugger had raked his foot down the length of my shin and then stamped on my foot!

He hissed in my ear “I was not with my wife last year”

Gulp! I was at a loss.

 

It was not one of my finest moments; it was certainly not one of my best trial runs.

 

One of my tasks was to sign the boats in the following week. Check for damage, check the fuel used and so on. They had come back early. The boat was already on the yard when I arrived. To the best of my knowledge they never returned.

 

Finally, I must tell you of another experience. Last year my wife said that she would like to go and see Callabro, a group of young men who sing tracks from Les Miserable, The Phantom of the Opera and so forth. So two tickets were booked for the performance at a theatre in Ipswich.

 

I thought that it would be good to stay overnight. We live on the outskirts of Norwich. Strumpshaw, Lingwood. So not far, not far at all, but I thought that it would be nice to find a hotel, book in, have a look round the water side at Ipswich, have a meal, a couple of wines (make that a bottle) and go and see the show. Back to the hotel for a swifty (to assist sleep, not one for the road, one for the bed I say) and then in the morning The Full English. Then a casual drive round Suffolk, a beautiful county. Not as good as Norfolk but pretty close.

 

Dearly beloved booked the hotel, a Premier Inn using her Barclay Credit Card, (I’m not allowed one due to certain indiscretions, her choice, her decision) We did not pay for the room, just secured it. If we defaulted they would wiz the money. We would pay on arrival.

All looked good.

 

On arrival I breezed into reception “Good afternoon my name is (don’t tell them your name Pike) Andrew.  I have booked a room, here is my email of confirmation.

 

“Yes here we are Room 38 and there is £50 to pay.”

“Right” I said taking out my wallet.

“There we have it £50 in cash, what could be better than that”

“Thank you sir, and could I see your passport please”

“Passport”? I said.

“Yes sir, Passport”

“Oh!” I said. “Silly me, having managed to pass through border control at Norfolk and Suffolk without any problems for the past 50 years I have not brought it with me”

 

“I see” she said severely. “ Do you have a utility bill by chance, Gas or Electricity”.

 

“Ah!” I said. “As it happens I do not. I’ll  have a quick look in my pockets. No, No, nothing”. (Not surprising really, I do it all online by bankers order).

 

“So, cash it is I’m afraid” I said.

 

“Well I’m sorry I cannot accept your booking, you will have to pay by credit card. Management instruction”

 

“I do not wish to pay by credit card. Who do I speak too in order to resolve this situation……………….not you obviously”.

 

It was then Mrs Wussername delivered the fait de complis.

 

“Andrew, I do not wish to witness one of your scenes, I have been looking forward to this evening for a long time and do not want it ruined”

 

Well, what does a man do. I sanctioned the credit card payment.

 

We then had the worst meal ever in the restaurant. We both had steak. Well that’s what it said on the menu. It certainly was not corn fed Aberdeen Angus I can tell you. More like a bit of road kill from the A140.

 

I’m sure reception tipped them off.

 

Such is life.

It is a true story

 

Andrew

 

[Chelsea14Ian]

Seems like 40+towers

[SweetKingfisher1]

This is going back to maggots and as to where to store them . Well the first time our dear son had our boat for a week of fishing, he sent me a photo of a container in the fridge full of maggots, with the wording of " Oh well the fridge is working ok". At least he keep the lid on, while in the fridge  .

Regards

Marina