Winnisquam Marine

[WinniMarine]

I figured that with this post that I would finally sign on to the Winnipesuakee Forum and have my input. I do follow the forum and read many of the posts but I have never felt the need to jump in and say anything because most of the posts are very good about Winnisquam Marine. I can tell you that my family tries very hard and cares greatly about the customer.

My dad got into the marine industry because he enjoyed boats growing up and he had the opportunity 36 years ago to start Winnisquam Marine. I have grown up around the marina and enjoyed boats since I was a little kid. I started working at Winnisquam Marine when I was 14 years old and have worked in every aspect of the marina. This includes the Gas Dock, Rental Boats, Cleaning Crew, Technician, Showroom, Sales, Financing and Management. I graduated top of my class from UVM in Business Administration and Management Information Systems and had many different job opportunities and offers but knew that I wanted to be at the marina because boats are what I enjoy. I like seeing customers and friends get out on the water and enjoy it just like I do. I participate in the Marine Industry in many different ways including being President of the New Hampshire Marine Trades and going down to the State House on a regular basis fighting for what I feel is good for boaters. I have also helped manufactures put on seminars about sales or customer service as we have one of the highest Customer Satisfaction Indexes in the country.

I mention these things because I am an avid boater that enjoys being in the industry and I do everything I can to make the industry better. My Dad, Sister and I are at the marina daily overseeing everything to try to help as many customers as best as possible. We have a great group of customers and have very few complaints or problems. We do get very busy and can be running around like crazy but that’s just because we are trying to get as many happy boaters on the water as possible. We have hired more employees this year in all departments and we bought the old Adam’s Marine to have more space in order to better assist our customers. We have grown quickly because of the great brands we carry and the great customer service that we provide. This was the busiest spring we have ever had and we our doing our best to ramp things up to handle everything and are finally getting there.

Anyways, in regards to the first post about the part that I would not take in return… There were many factors that impacted my decision. First off, the parts were used and had been in his boat. There are no returns on used electrical components. The parts were looked up at our dealership based on the information that the customer provided to us but the person that he has do the work needs to look at the parts and make sure that they match up. When we are the ones providing the service, our technicians need to match the parts up and make sure that they are the same. The customer demanded that I just put them in another customer’s boat and sell them as new. I told him that is unethical which it is. Anyone here can agree on that!!! The customer also had no receipt and had picked up the parts last fall. He bought them at a discount price because he knew one of our employees and wanted to do the work himself to save money. We can’t be responsible for that. The customer was horrible to my employee. He set the used parts on the desk in a greasy box with a bunch of other used parts and when my employee told the customer that he couldn’t take them back the customer started Screaming and Swearing at him demanding his money back. He was being a bully which I would expect a lot more out of a Massachusetts State Trooper. He was threating and demeaning to both my employee and myself which isn’t acceptable. He asked me to do things that were unethical like putting the parts on other customer’s boats and demanded that because we are a huge corporation that we “eat” the parts for good customer service. We are a small family business that provides jobs to many employees and families. We can’t just give things away because a customer doesn’t match up a part when he installs them. That just doesn’t make sense in any respect. We give away parts/labor and do many other different things to provide good customer service but this situation it just would have been a bad decision. He told me that he would post bad things if I didn’t give him his money back which was just another way he threatened me to try to get his way. It was very unprofessional!!! His attitude and manners were so bad that I was going to call the police; my other employees that were present couldn’t believe the situation and have been talking about it since then. This type of customer is what makes it so businesses have to institute tighter policies and they increase the cost of doing business which will impact all the other good customers negatively.

Sorry my post was so long but I take everything personal because it’s a family business and I care. My family works very hard and we don’t want a few bad ones to affect our business negatively or any of our many great customers…

Ryan Crawford
Winnisquam Marine

[secondcurve]

Originally Posted by WinniMarine

I figured that with this post that I would finally sign on to the Winnipesuakee Forum and have my input. I do follow the forum and read many of the posts but I have never felt the need to jump in and say anything because most of the posts are very good about Winnisquam Marine. I can tell you that my family tries very hard and cares greatly about the customer.

My dad got into the marine industry because he enjoyed boats growing up and he had the opportunity 36 years ago to start Winnisquam Marine. I have grown up around the marina and enjoyed boats since I was a little kid. I started working at Winnisquam Marine when I was 14 years old and have worked in every aspect of the marina. This includes the Gas Dock, Rental Boats, Cleaning Crew, Technician, Showroom, Sales, Financing and Management. I graduated top of my class from UVM in Business Administration and Management Information Systems and had many different job opportunities and offers but knew that I wanted to be at the marina because boats are what I enjoy. I like seeing customers and friends get out on the water and enjoy it just like I do. I participate in the Marine Industry in many different ways including being President of the New Hampshire Marine Trades and going down to the State House on a regular basis fighting for what I feel is good for boaters. I have also helped manufactures put on seminars about sales or customer service as we have one of the highest Customer Satisfaction Indexes in the country.

I mention these things because I am an avid boater that enjoys being in the industry and I do everything I can to make the industry better. My Dad, Sister and I are at the marina daily overseeing everything to try to help as many customers as best as possible. We have a great group of customers and have very few complaints or problems. We do get very busy and can be running around like crazy but that’s just because we are trying to get as many happy boaters on the water as possible. We have hired more employees this year in all departments and we bought the old Adam’s Marine to have more space in order to better assist our customers. We have grown quickly because of the great brands we carry and the great customer service that we provide. This was the busiest spring we have ever had and we our doing our best to ramp things up to handle everything and are finally getting there.

Anyways, in regards to the first post about the part that I would not take in return… There were many factors that impacted my decision. First off, the parts were used and had been in his boat. There are no returns on used electrical components. The parts were looked up at our dealership based on the information that the customer provided to us but the person that he has do the work needs to look at the parts and make sure that they match up. When we are the ones providing the service, our technicians need to match the parts up and make sure that they are the same. The customer demanded that I just put them in another customer’s boat and sell them as new. I told him that is unethical which it is. Anyone here can agree on that!!! The customer also had no receipt and had picked up the parts last fall. He bought them at a discount price because he knew one of our employees and wanted to do the work himself to save money. We can’t be responsible for that. The customer was horrible to my employee. He set the used parts on the desk in a greasy box with a bunch of other used parts and when my employee told the customer that he couldn’t take them back the customer started Screaming and Swearing at him demanding his money back. He was being a bully which I would expect a lot more out of a Massachusetts State Trooper. He was threating and demeaning to both my employee and myself which isn’t acceptable. He asked me to do things that were unethical like putting the parts on other customer’s boats and demanded that because we are a huge corporation that we “eat” the parts for good customer service. We are a small family business that provides jobs to many employees and families. We can’t just give things away because a customer doesn’t match up a part when he installs them. That just doesn’t make sense in any respect. We give away parts/labor and do many other different things to provide good customer service but this situation it just would have been a bad decision. He told me that he would post bad things if I didn’t give him his money back which was just another way he threatened me to try to get his way. It was very unprofessional!!! His attitude and manners were so bad that I was going to call the police; my other employees that were present couldn’t believe the situation and have been talking about it since then. This type of customer is what makes it so businesses have to institute tighter policies and they increase the cost of doing business which will impact all the other good customers negatively.

Sorry my post was so long but I take everything personal because it’s a family business and I care. My family works very hard and we don’t want a few bad ones to affect our business negatively or any of our many great customers…

Ryan Crawford
Winnisquam Marine

Ryan:

Thanks for your response. I agree that the historical posts regarding your business have been complimentary and you were certainly more than fair with me when I bought my boat in the spring of 2009. I'll certainly be back the next time I am in the market. Keep a positive attitude... unfortuantely you can't make 100% of the people doing business with you happy. No one can!

[Jonas Pilot]

Originally Posted by secondcurve

Ryan:

Keep a positive attitude... unfortuantely you can't make 100% of the people doing business with you happy. No one can!

That's true secondcurve. Hopefully the persons who were unhappy won't lie about their experience.

[codeman671]

Thanks Ryan! I had a feeling that there was more to the story.

Funny how the poster failed to mention that these parts were purchased LAST FALL,were brought back covered in grease, and with no receipt. By reading his post one would think this all transpired in one day.

I don't know anyone that would take used, greasy electrical parts back.

[Charlie T]

Originally Posted by WinniMarine

. He was being a bully which I would expect a lot more out of a Massachusetts State Trooper.
Ryan Crawford
Winnisquam Marine

You know Ryan I agree with almost 100% of what you said...... All of it until you had to take a unnecessary cheap shot at Mass State Troopers. I'm not a cop but I think it was totally out of line for you to demean an entire group to prove your point. I happen to know a Mass state cop who is one of your customers. He is one of the nicest guys in the world..... unless you break the law. The cheap shot was not needed and doesn't reflect well on you.
BTW is it just Mass State Troopers you have a problem with ?

CT

[lawn psycho]

Originally Posted by Charlie T

You know Ryan I agree with almost 100% of what you said...... All of it until you had to take a unnecessary cheap shot at Mass State Troopers. I'm not a cop but I think it was totally out of line for you to demean an entire group to prove your point. I happen to know a Mass state cop who is one of your customers. He is one of the nicest guys in the world..... unless you break the law. The cheap shot was not needed and doesn't reflect well on you.
BTW is it just Mass State Troopers you have a problem with ?

CT

I think you missed the point. A State Trooper, regardless of what State they represent should not yell and scream at an employee. You do realize how cheap rotors are don't you?

What I get out of this, is this guy seems to have an entitlement mentality. Yes, a common trait of troopers who have issues dealing with being challenged or questions. It's endemic in the profession.

I'm a DIY'er and every once in a while I get it wrong with part numbers, etc. I don't ask the dealer/vendor to eat my mistakes.

This is classic case where "you catch more flies with honey than with vinegar".

[Bryant239Dad]

That wasn't a cheap shot at all. Ryan simply said the guys was being a bully and and he would expect much more out of a Mass State trooper. Clearly he was saying, that he wouldn't expect that behavior out of a trooper.

I deal with Winnisquam Marine regularly and I rent a slip from them at the new marina across the street. So far, I feel the customer service is great.....and they have free popcorn, can't beat that

[Belmont Resident]

Originally Posted by Charlie T

You know Ryan I agree with almost 100% of what you said...... All of it until you had to take a unnecessary cheap shot at Mass State Troopers. I'm not a cop but I think it was totally out of line for you to demean an entire group to prove your point. I happen to know a Mass state cop who is one of your customers. He is one of the nicest guys in the world..... unless you break the law. The cheap shot was not needed and doesn't reflect well on you.
BTW is it just Mass State Troopers you have a problem with ?

CT

Charlie have you watched the news in the last several years. Your friend must be one of the rare ones. State troopers in general have been getting a bad rap, drugs, alcohol, wife beating, and just plain disregard for the laws they are sworn to uphold.
Sorry Charlie as a law abiding citizen but no angle, I for one have very little respect for those wearing police uniforms.

[Jonas Pilot]

Maybe you should keep this in mind.

http://www.odmp.org/search/year/2011

[Grandpa Redneck]

I interpreted Ryans statement as Electric BLUE is a Mass State trooper and Ryan expected him to behave better.

[Belmont Resident]

Originally Posted by Jonas Pilot

How are the Maine State Troopers?



http://www.odmp.org/search/year/2011

Come on, you cannot dispute the fact that the news is commonly reporting on just what I posted.
No NH and Maine are not perfect either but how often do you see NH troopers in the news for wrong doing?
FYI been pulled over twice in ME and both times they thought better of it after encountering our 3 attack jack russels.

[LIforrelaxin]

Originally Posted by Belmont Resident

Charlie have you watched the news in the last several years. Your friend must be one of the rare ones. State troopers in general have been getting a bad rap, drugs, alcohol, wife beating, and just plain disregard for the laws they are sworn to uphold.
Sorry Charlie as a law abiding citizen but no angle, I for one have very little respect for those wearing police uniforms.

Belmont Resident,

Don't let the reports of the bad cops ruin it for all the good ones in your belief system.

I know and have talked with many cops over the years. Some of which I have been proud to have called friends. Certainly there are bad eggs but no more then any other profession.

People seem to believe that cops should have a higher standard then everyone else. And when they are on the Job, that is true. However off the Job they are just like everyone else.

And at the end of the day like anyone else they are human.

I can understand Ryan's comments, knowing that someone was a cop, I to would stand in disbelief if I felt like I was trying to be bullied with the fact. I would expect more of any person... Bullying is not the way to conduct business police officer or not.

I think this is a said thing that has happened, I see plenty of fault to go around. I think it is great of Ryan to have taken the time to post here, and give a complete rounded version of the story.

[jetskier]

Hi all,

Interesting thread, albeit a bit off topic.

It seems as though (independent of behavior) that the marina owns the issue if they supplied the wrong parts based upon a correct request. Alternatively, if the customer supplied the wrong information, then the customer is culpable.

Jetskier

[sa meredith]

This thread hits a nerve with me.
Briefly....
I've always said/felt...any major item...boat, car, appliance, whatever. A consumer should stick to one place...sales/service/parts/maintenance, all under one roof.
May cost a bit more, but the right place will take care of you, appreciate the business, and assume all liability...thus giving the consumer an added benefit for their money..."peace of mind".
In this example, the consumer wants to save a few bucks, so he does his own diag/parts research, "knows a guy" who can get him a good discount on parts, and has still a third party install such parts.
And then, of course, "it's his fault" "no, it's HIS fault" "no wait, it's that guys fault".
In the end, how much did you save? People outsmart themselves in this world every day.

[VitaBene]

Ryan, well done with your responses. I hope you have a fabulous and profitable summer season!

[tbonies]

I have dealt with WM for years, including Ryan, and they/he are fine and professional. As with many threads like this, there is alot more to the story than the original poster provides. Sounds like he was trying to cut alot of corners and wanted others to cover for his shortcomings. Hopefully he learned a lesson. Keep up the excellent work Ryan.

[RLW]

Originally Posted by tbonies

I have dealt with WM for years, including Ryan, and they/he are fine and professional. As with many threads like this, there is alot more to the story than the original poster provides. Sounds like he was trying to cut alot of corners and wanted others to cover for his shortcomings. Hopefully he learned a lesson. Keep up the excellent work Ryan.

tbonies, I just noticed that you are fairly new to the forum and glad you have joined us. Have fun and enjoy the Winni Forum while making many new friends.

[NoRegrets]

Originally Posted by sa meredith

This thread hits a nerve with me.
Briefly....
I've always said/felt...any major item...boat, car, appliance, whatever. A consumer should stick to one place...sales/service/parts/maintenance, all under one roof.
May cost a bit more, but the right place will take care of you, appreciate the business, and assume all liability...thus giving the consumer an added benefit for their money..."peace of mind".
In this example, the consumer wants to save a few bucks, so he does his own diag/parts research, "knows a guy" who can get him a good discount on parts, and has still a third party install such parts.
And then, of course, "it's his fault" "no, it's HIS fault" "no wait, it's that guys fault".
In the end, how much did you save? People outsmart themselves in this world every day.

Totally an appropriate perspective. I like to learn new things and will attempt to accomplish somethings as a "shade tree mechanic". When I get in trouble or confused I will seek (and pay) for assistance. Many times it costs me more than if I had someone take care of everything, but, I would have missed the chance to learn. Knowledge does not come without cost.

[LIforrelaxin]

Has anyone else noted that Electric Blue has had nothing more to say??????

[laketrout]

There is always two sides to every story, cops are people they are not super human, they mistakes, I make mistakes, Marinas make mistakes.
Tis life, it seems as though both sides of this story were abit stubborn in this situation. Some famous corporate businessmen used to say " the customer is always right" that was then and people and times have changed. In my opinion I think the crappy economy has shortened many people's fuses.

My Marina Melvin Village is great but ya know what they messed up in the past, it happens. To err is to be human.

[WinniMarine]

Originally Posted by Charlie T

You know Ryan I agree with almost 100% of what you said...... All of it until you had to take a unnecessary cheap shot at Mass State Troopers. I'm not a cop but I think it was totally out of line for you to demean an entire group to prove your point. I happen to know a Mass state cop who is one of your customers. He is one of the nicest guys in the world..... unless you break the law. The cheap shot was not needed and doesn't reflect well on you.
BTW is it just Mass State Troopers you have a problem with ?

CT

CT,

Actually, it's the opposite of what your thinking.

I have a great respect for Police Officers and State Troopers. It's a high stress job that takes a very strong individual to handle. I have never had any issues with "the law" and we get along great with Belmont PD and Fire in the town that we are in. I also work directly with NH Marine Patrol which is now a division of NH State Police and I think they do a great job. I typically give Police Officers, Fire Fighters and Military extra discounts at the dealership. I can tell you that many of our customers are in these fields and they are some of the best people that I work with.

The reason I mentioned the fact that he is a State Trooper is simply because I am still in disbelief in how he has handled this situation as I exspect more from such an individual. He also kept mentioning that he was a police officer. Police are suppose to protect society from the "bully" but in how he treated my employee and then myself I just can't believe it. I have the strong feeling that individuals should uphold a certain level of professionalism and respect. As a Individual, Local Business Owner and President of the NH Marine Trades, I am respectful to other businesses and individuals and maintain a level of professionalism even if I'm not getting the answer I want.

I have worked at the marina for 17 years and talked to countless people. This was the worst I have even seen a customer treat my employee and myself. I am still processing everything this individual said and did. I don't like or deserve to be treated like that.

Please don't let this tread get off topic and insult Police Officers. That was not my intention and I respect what they do. It's a hard job that I would never sign up for and I think it's great that there are strong individuals out there that want to make our towns and cities safe...

Ryan Crawford
Winnisquam Marine

[BroadHopper]

Actually, I'm a bit jealous of state troopers in general. I often see them use their 'get out of jail' card whenever they get pulled over on the lake.

[WinniMarine]

JP (Blue),

Shoot me over the part numbers that you have when you get a chance please. I just found a recall on flat cap distributors that may apply to the ones you bought where even the correct part would cause the running issues that you experienced. The part number difference may be because the numbers have been changed by the manufacturer and you may just have the old part number. I will look into it and if that is the case the manufacturer will replace them under warranty.

Ryan Crawford
Winnisquam Marine

[Winnipesaukee Divers]

Ryan, that was an excellent response, looks like you go a lot from that business degree you have. As a fellow business man I too have to deal with the public and it's not easy. After 35 years of owning a successful business, I find the customer that are lawyers and police officers are by far the most difficult to deal with. It's too bad that "Electric Blue" had to stoop so low as to make this kind of post, it really show his true personality.

But then on the other hand, this was a great opportunity for you show what kind of business man you are. Up to this point I had only visited your web cam, seen your display at the boat shows and driven pass your place. I now see you as a guy I'd want to do business with, that's if I were still in the boating game.

Best of luck to you.

[jrc]

Ryan doesn't need my help but I've done business with Winnisquam Marine. I bought my current boat from them in 2008.

They always treated me very professionally. I would give them a 9 out of 10. That's a damn good rating, no one is perfect but they run a great shop.

No business owner is going to put up with people yelling at them or their employees, once you get to that point the customer is lost.

Now I also give police in general a 9 out of 10, again damn good, but there are some people who abuse their power. Sometimes by accident, sometimes on purpose. I don't know this blue guy, so I won't venture an opinion. Sometimes people lose there cool and do stupid things.