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Contact information Volume 13, Number 60 April 2025
PUBLISHER
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Hartswood Media
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ISSN 2517-7478
©2025 Hartswood Media
EDITOR’S COMMENT
As reported on our ‘Showtime’ page in this issue, the annual International Federation of Boat Show Organisers (IFBSO) Congress, takes place this year in Palma de Mallorca, Spain, from 26-29 May. It is held in close collaboration with the International Council of Marine Industry Associations (ICOMIA) Congress.
On behalf of the board of ICOMIA, its President, Darren Vaux, invited members of the association to the Congress, which will be held at the fourstar Meliá Palma Marina hotel. He said that this year’s Congress would be a fantastic opportunity discuss the challenges and opportunities facing the marine industry and discover new and improved ways to work.
A vibrant itinerary has been planned, with presentations and workshops from key industry leaders covering a broad range of topics with a specific focus on how industry associations can collaborate more effectively towards the shared goal of retaining and growing participation in recreational boating.
Darren reflected on the fact that ICOMIA’s Congress is a great forum for in-depth discussions, committee meetings and networking events, and was a chance for everyone involved to work together and share experiences in order to improve the industry and shape its future into a more prosperous and sustainable one.
The Congress is being hosted by the Asociación Nacional de Empresas Náuticas (ANEN) and its CEO,
Jordi Carrasco, asserts that Palma combines all the key factors to remain in the top ten as a nautical tourism destination. This will undoubtedly be confirmed when ICOMIA delegates are taken on a tour of Palma’s thriving marine industry arranged by ANEN.
The first stop will be at STP Palma, one of the most important refit and repair centres for yachts in the Mediterranean. This facility services over 1,500 yachts every year and is equipped with five mobile boat hoists, the largest capable of lifting 1,500 tons. The yard also employs more than 1,000 skilled marine professionals.
The tour then continues to the Port of Palma, which is one of the most important nautical infrastructures in the Mediterranean. This port provides over 1,800 berths for recreational craft and can accommodate superyachts.
The final destination will be a visit to the city’s Club de Mar-Mallorca, which has recently completed a major renovation of its facilities. The resulting transformation, achieved through an investment of more than 70 million Euros, has raised the Club’s profile to that of a modern, sustainable marina capable of hosting yachts from 8-170 metres.
I’ve been fortunate to visit the island of Mallorca many times, first on honeymoon in 1971, then conferences and boat shows in Palma, so wish the delegates a successful Congress with a touch of envy!
David Young
Front cover: After World War II, fishing activity at the Belgian port of Blankenberge could not be revived and the continued growth of tourism made development into a marina a viable alternative. It now provides 350 berths each with its own electricity connection (see page 16).
D-Marin wins tender for Mallorcan marina
On 10 April, D-Marin announced its expansion into Mallorca after being awarded the tender for Marina Palma Cuarentena, a marina located in the heart of Palma Bay. This strategic expansion significantly strengthens D-Marin’s presence in one of the most soughtafter yachting destinations in the world, offering yacht-owners and visitors access to an extensive range of premium Mediterranean marinas.
Oliver Dörschuck, CEO of D-Marin, said: “With the addition of Marina Palma Cuarentena, we
continue to expand our offering, following our strategic vision of creating a selection of premium marinas across the Mediterranean. Palma de Mallorca is one of the Mediterranean’s most iconic yachting destinations and we are delighted to offer our clients an exceptional new location that seamlessly connects them to the beauty of the Balearics and beyond”.
Situated on Palma’s vibrant Paseo Marítimo, Marina Palma Cuarentena provides an unparalleled location for yacht-owners looking to immerse themselves in Mallorca’s
dynamic lifestyle. Boasting 70 premium berths for yachts ranging from 12-60 metres, the harbour features state-of-the-art amenities, including 24/7 security, personalised concierge services and top-tier infrastructure, all designed to elevate the experience for owners, captains and crew. Its prime location offers direct access to the other Balearic Islands, including Ibiza, Menorca and Formentera, making it an excellent starting point for cruising the Mediterranean.
As part of D-Marin, annual berth-holders at Marina Palma
Cuarentena can take advantage of the ‘Happy Berth Days’ program, allowing them to explore up to 20 different premium marinas across France, Italy, Malta, Croatia, Albania, Greece and Turkey. D-Marin is committed to transforming Marina Palma Cuarentena into more than just a marina. Through digital innovations, sustainable initiatives and a customer-centric approach, the developer will enhance every aspect of the yachting experience, ensuring yacht-owners and their guests enjoy the highest standards of service and convenience.
New fuel service at Port Louis Marina
Camper & Nicholsons’ Port Louis Marina has announced a unique partnership with Sol Petroleum and the arrival of a new Diesel and Gasoline Fuel Service at Port Louis Marina, Grenada. The new in-berth fuelling system will now enable superyachts to be fuelled at their moorings.
Zara Tremlett, General Manager at Port Louis Marina, commented: “We continue to invest heavily in the marina services and facilities at our marina. We have seen continued growth and greater demand for fuelling needs from our existing berth-holders and visiting yachts. The popularity of Grenada and her sister islands continue to soar, and we are delighted to be
able to offer a new service to our yachts”.
Camper & Nicholsons’ Port Louis Marina is a prime Port of Call destination for those who have
crossed the Atlantic and at the Southern end of the Windward Island chain, the need for quality (duty free) fuel facilities is paramount. The in-berth fuel
system allows yachts seamless customer service and efficiency of time when refuelling.
Zara Tremlett continued, “The five, in-berth, Diesel outlets will negate the need for noisy bunkering trucks and will allow superyachts booked for fuel to remain at their berths, enabling crew time to focus on other activities and only need to provide minimal cover onboard for such operations.
“There will, however, be a dedicated Diesel dock for charter and cruising yachts and a separate gasoline dock for tenders, dinghies and other needs. We are all very excited to see this much-needed and new service coming to Port Louis Marina.”
‘Ports Propres’ certification for SaintQuay Port d’Armor Fishing boat marina installed at Shoreham Port
Last October, long-standing TransEurope Marinas member Saint-Quay Port d’Armor in Brittany, France, was awarded ‘Ports Propres’ (Clean Harbours) certification for a period of three years. The certification was created in 2011 to encourage all operations that contribute to improving the environmental quality of ports. It is awarded to ports that implement a set of measures to better manage waste and pollution from port activities.
For boaters, certification is a guarantee of quality, sustainable management and environmental preservation. Since 4 June, 2024, this certification has become a worldwide standard, known as ISO 18725.
To be able to obtain this certification, the following steps need to be followed: an environmental diagnostic study status report –sources of pollution, action plan to improve environmental protection; implementation of facilities to manage chronic pollution – boat wash down water, special waste, household
waste, wastewater; implementation of facilities to manage accidental pollution – hydrocarbons, noxious substances, containers, macro- waste, etc; training of marina personnel; and raising awareness among all port users – boaters, walkers, boating professionals, tourism professionals, recreational fishers, etc.
Jean-François Riat, Director of Saint-Quay Port d’Armor, commented:
“This certification rewards the work of the port team, for whom respect for the environment has always been a commitment.
“For boaters in the marina, the certification implies using environmentally-friendly equipment and preserving natural resources. It also involves organising awarenessraising campaigns for boaters (e.g. the Ecogestes campaign), keeping the site clean, respecting and improving waste sorting. This Afnor certification, based on a technical reference framework, is part of a process of continuous improvement, which also motivates the harbour team.”
The supply and installation of a near-shore fishing marina for Shoreham Port in West Sussex has been completed by Walcon Marine. Replacing a previous facility, the new marina doubles the capacity to 50 boats up to 15 metres in length and is designed to provide secure berthing for catamaran fishing boats.
The upgraded Walcon Marine pontoons now better accommodate modern catamaranstyle fishing vessels and are designed to give many years of service with commercial-grade features, including System 21 pontoons fitted with non-slip mesh decking. Each berth also offers shore power and freshwater access for the first time.
Key project contractors, stakeholders from the maritime sector, local authorities and port users recently gathered to officially open the refurbished marina. First
built in the 1950s and formerly known as Nicolson’s Marina, the facility has been renamed Fishersgate Marina to reflect the rich fishing heritage of the local area.
At the opening ceremony, Julian Seaman, Harbour Master/Director of Marine Operations at Shoreham Port, commented: “We are delighted to officially open Fishersgate Marina today, following several months of refurbishment works. The funding we received from the UK Seafood Fund: Infrastructure Scheme has enabled us to enhance our facilities for inshore fishing vessels and expand opportunities for other fishers to visit the area”.
James Walters, Walcon’s Managing Director, added: “It’s been a pleasure to return to Shoreham Port once again, following the replacement of the 100 plus berth Lady Bee Marina that we completed in the Spring of 2021”.
Latitude Marinas of Washington DC adds second site to portfolio
Specialising in high-end marina management, Latitude Marinas, the US Marina Group company based in Washington DC, has announced that Harbor East Marina in Baltimore, Maryland, is now under its direction. This marks Latitude Marinas’ first location in Baltimore and the second marina in its growing fleet.
Situated in the heart of Baltimore’s vibrant Harbor East district in the Inner Harbor, the marina is a premier destination for boaters seeking world-class amenities, exceptional service and direct access to one of the East Coast’s most dynamic waterfront communities. The marina is described as a boater’s dream. Now in partnership with Latitude Marinas, the company is doubling down on its mission to elevate the marina experience, making it seamless, fun and full of first-class hospitality.
“Harbor East Marina is truly a gem and we couldn’t be more excited to bring the Latitude Marinas’ experience to Baltimore,” said Theresa DeHart, Vice-President of Customer Experience at Latitude Marinas. “We are all about enhancing the boater lifestyle –think incredible service, unbeatable amenities and a perfect location to soak up the best of the city, and we can’t wait to welcome everyone for a Latitude Adjustment at Harbor East!”
With more than 180 berths accommodating year-round boaters (long-term, monthly or transient), Harbor East Marina is said to be the ideal spot for larger vessels looking to explore Baltimore’s Inner Harbor. Featuring over 900 feet of pontoons with ipe hardwood decking, a boater’s lounge, showers, laundry facilities, gated security, WiFi and pump-out services, plus access to parking, an event space and a fitness centre, it’s one of the Chesapeake Bay’s premier marinas. Clients will be able to enjoy easy access
to amazing dining, shopping and entertainment on offer.
“We’re proud that Harbor East Marina has continually proven to be one of the most
sought-after destinations along the East Coast, offering elite amenities in Baltimore’s premier neighbourhood,” said Tim O’Donald, President of Harbor East,
adding: “with Latitude Marinas now at the helm, we are confident that our guests will continue to receive the best in class service and experience possible”.
Expansion at Port Takola Yacht Marina
The Port Takola Yacht Marina in Krabi, East of Phuket, has begun the second-phase of its expansion, which includes the addition of 80 new berths for 1025 metre yachts and the Capitainerie, an administrative building for this inland marina. A Na Nagara family project, Port Takola Yacht Marina is situated on a historical estate that was once a coconut plantation. Just ten minutes from Ao Nang and across the river from Krabi Town, the marina was envisioned to offer year-round shelter, convenient town access and proximity to some of the region’s most picturesque islands.
Operational since 2018, Port Takola’s first phase included 49 berths catering for yachts from 10-45 metres. The boatyard has 9,000 sq m of service area and includes a 38 tonne Roodberg trailer boat lift.
In 2022, the country’s Environmental Impact Assessment Committee approved a plan for a 300-berth expansion of the marina. The second phase will include 80 berths along Piers B and C. Pier L, a new public passenger pier, will also be introduced
to offer connectivity by ferry services to Krabi Town, situated just 800 metres across the river.
As well as in-water expansion, the Capitainerie will be a key part of on-land developments in phase two. Construction has already begun on the single-storey administrative building, which features a swimming pool, marina office, meeting room and store.
Matthew na Nagara, General Manager of Port Takola Yacht Marina, said the marina’s expansion will accommodate growing demand for berths in a province that neighbours Phang Nga Bay, offers easy access to the Phi Phi Islands and the Andaman Sea, and is served by Krabi International Airport.
“We want to foster a welcoming yachting community. Krabi is a desirable home port for the Andaman Sea and is a short cruise from many stunning, secluded islands, picturesque karsts in soluble limestone and natural reserves,” stated Na Nagara, son of the marina’s founder, Surgeon Admiral Suriya Na Nagara of the Royal Thai Navy.
Positive impact from upgrades to boatfolk marina
Recent works at Royal Quays Marina at North Shields in the North-East of England have been undertaken by UK marina group boatfolk to upgrade the facility. New developments at the multiaward-winning marina include the installation of a pontoon system surrounding the boat hoist dock, creating a dedicated and safe space for customers to leave their boat to be lifted by the boatfolk team, as well as the creation of additional berths.
Hammerhead extensions have been added to all existing pontoons, creating 54 new 6-13 metre berths, alongside new pontoon installations for eight 20 metre berths. This has taken the total number of berths at Royal Quays Marina to 400. It is estimated that the 17% increase in the number of berths will have a positive impact on the local tourism and leisure economy in the NorthEast.
Keeran Stephenson, the newlyappointed Marina Manager at Royal Quays, commented: “I’m excited to step into this role at such a pivotal time for Royal Quays Marina. The recent upgrades, including the installation of a new pontoon system, enhanced shore
power capacity and a £1.5 million investment in the lock, underscore our commitment to delivering infrastructure that supports both leisure and commercial operations. These developments solidify Royal Quays as a safe, efficient and strategically-located facility for all marine users, while reinforcing its role as a vital contributor to the North-East’s regional maritime economy”.
Dominic Zammit, Group Commercial Director of boatfolk, added: “I would like to extend a warm welcome to Keeran on behalf of the whole boatfolk team. His varied and vast maritime experience makes him a key addition and I look forward to seeing Royal Quays Marina continue to grow under his leadership”.
The marina was named The Yacht Harbour Association (TYHA) ‘Marina of the Year’ in 2019, 2020, 2022, 2023 and 2024 and is a TYHA Five Gold Anchor accredited marina.
Agreement to keep Palm Jebel Ali cool
On 17 March, the National Central Cooling Company (Dubai Financial Market: Tabreed) of Abu Dhabi and Dubai Holding Investments, part of Dubai Holding, entered a concession agreement to provide district cooling services for Palm Jebel Ali in Dubai. The agreement establishes a joint venture, with Tabreed holding a 51% stake and Dubai Holding Investments 49%. This structure is designed to optimise cooling capacity, enhance information-sharing and strengthen customer protection, while ensuring sustainable cooling solutions for
one of Dubai’s most transformative developments. Supported by Tabreed’s major shareholders, sovereign investor
Mubadala (42%) and the French lowcarbon energy and services company ENGIE
the agreement was signed by Khalid Al
Executive Officer of Tabreed, and Omar Karim, Chief Executive Officer of Dubai Holding Investments, in the presence of senior officials from Tabreed, Dubai Holding, Mubadala and ENGIE. Subject to customary approvals, construction of the district cooling network is expected to start in Q2 2025, with the first cooling services expected to be delivered by 2027. Over time, the system will address the need for approximately 250,000 RTs of cooling capacity and require an estimated investment of AED1.5 billion.
(40%),
Marzooqi, Chief
Penarth Marina to host boatpoint sales
The new boat sales centre strengthens boatpoint’s presence in Cardiff, working closely in collaboration with the company’s Portishead team to provide full coverage of the Bristol Channel area and making it easier than ever for boaters in the region to buy and sell boats with expert guidance.
The new boatpoint offering sits alongside boatcare and additional services available for berth holders and visiting boaters. This reinforces boatfolk’s commitment to providing a one-stop-shop for boat ownership. From berthing and maintenance to brokerage services, customers at Penarth Marina can now easily access all the support they need, in one convenient place.
Stuart Jones, Marina Manager of Penarth Marina, commented, “Welcoming boatpoint to Penarth Marina is an exciting step in ensuring boaters have everything they need, all based in one location. Whether buying, selling, or simply looking for expert advice, we look forward to welcoming existing and potential new boat owners to the marina and support them in making informed purchases, sales and the most of their time on the water.”
Peters & May partnership with Burgess
On 9 April, Peters & May, a specialist in marine transport and logistics, announced a partnership with Burgess, one of the world’s most prestigious yacht brokerage and management companies. The new partnership will see Peters & May manage shipping requirements for the broker’s global fleet of approximately 150 yachts.
Commercial marina leasing in Queensland
The Boating Industry Association (BIA) of Australia met with Queensland’s Minister for Transport’s senior staff recently to discuss several key issues, including the commercial marina lease policy review.
Whilst Minister Mickelberg was unable to attend at the last moment due to his commitments in Western Queensland, with record flooding in that region, BIA met with his senior staff and received a good hearing.
The case was put for the government to support marina businesses with an improved CML policy that delivers sustainable rents, security of tenure, early lease extension negotiations and incentivised investment by the private sector in what is public infrastructure. BIA is now working on follow-up advice to the Minister.
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Marina Gouvia is updated
D-Marin, the owner of Marina Gouvia, recently completed a multi-million Euros redevelopment of this harbour in Corfu, Greece, with an SF Marina floating concrete pontoon layout as its centerpiece. This has expanded the marina’s capacity to 1,350 boats.
Consulting engineer Marnet SA designed the installation project to be completed in two phases. The first saw all the existing piers within Marina Gouvia replaced with 456 metres of SF Marina’s Type 1030 and 1140 floating precast concrete pontoons. Virtually unsinkable and exceptionally stable, the steel-reinforced sections are secured to the seabed with chain and concrete anchors to minimise lateral movement and deliver a clean, uncluttered appearance.
Phase two expanded the marina with a 120 metre aluminum frame pier and 425 metres of SF Marina’s Type 1140 and 1240 pontoons. Designed for the rigours of commercial ports, the 4 metre
wide 1240 sections provide fullservice berthing for vessels up to 70 metres in length. Because
of their unique geometry and unprecedented mass, they have the dual benefit of acting as a
breakwater to protect the marina. Manufactured at SF Marina’s Porto Lagos facility in Greece, the 73 pontoons and chain/anchor assemblies were preassembled to minimise disruption to marina operations. Once transported via truck to a staging area, it took only two weeks to complete the entire installation.
The Marina Gouvia project is a prime example of SF Marina’s extensive logistics network. With offices and fabrication sites across the globe, no location is too remote to benefit from its range of pontoon and breakwater products.
Located just 7.5 km North of Corfu on sheltered Gouvia Bay, Marina Gouvia provides a gateway to the Ionian, Adriatic and Mediterranean seas, and the area’s countless islands, towns and beaches. The redesigned promenade provides unparalleled dining, shopping and leisure areas for the marina’s permanent and transient guests.
SF Marina info@sfmarina.com www.sfmarina.com
Naval Tecno Sud Boat Stand
Naval Tecno Sud Boat Stand specialises in the design, production and supply of equipment for use in boatyards and to store and transport leisure craft in marinas. It offers a high quality range of cradles, boat stands, safety steps, work platforms dry stack storage racks and fixed and mobile booths for painting and other maintenance tasks. Versatile boat trailers, both self-propelled and towable, are also available.
Naval Tecno Sud Boat Stand Srl, Via Damiano Chiesa 53, 70020 Bitritto (BA), Italy. Tel: +39 393 5493586 E-mail: navaltecnosudboatstand@gmail.com
French vessels for pollution control
France has more than 260 coastal marinas and 35 located on canals and rivers, with a total of over 200,000 berths, including a few that provide over 3,000 moorings at a single facility. The Mediterranean coast accounts for 45% of the total capacity and Brittany region has more than 25%, with the remaining 30% spread unevenly around the country. It is no surprise that the country’s marina industry is served by a number of vessels dedicated to waste collection and pollution control.
Efinor Sea Cleaner
This Paimpol-based builder specialises in the design, manufacture and marketing of multi-service waste control vessels with a unique and innovative patented technology for the collection of solid and liquid floating waste, including oil. Its range of Waste Cleaner boats from 6-9 metres intended for coastal and inland waterway cleaning and marina services are designed for agility and ease of use, with the advantage of being operated by one person.
These craft are made of aluminium and can be easily transported by road on a suitable trailer. On delivery to a new harbour or other location, they can be launched by crane, if necessary, using a single lifting point.
The integrated pollution control system provides suction when stationary more than five metres
from the bow between yacht hulls, under pontoons, alongside quays and in most difficult-to-access areas. There is also uninterrupted suction while moving either forward on in reverse.
Efinor Sea Cleaner contactesc@efinor.com www.efinorseacleaner.com
Ecotank - Monawa
The Eco-barge was created and developed by Wilfried Point, the founder of Ecotank, and is now available from Monawa of Mouans-Sartoux, near Cannes. This innovative and versatile solution for marinas, coastal zones and rivers is a multi-service craft for pumping liquid waste, collecting floating trash and efficient intervention when severe marine pollution occurs.
Monawa not only uses the Ecobarge to provide its services on the French Riviera, but the vessel is offered to marinas and harbours around the world.
Made from aluminium, the Ecobarge is powered by a 60 hp inboard engine. It measures 6.5 metres long and 2.48 metres wide. Ecotank – Monawa info@monawa.fr www.monawa.fr
The Waste Cleaner 66E is a 100% electric waste disposal vessel.
The Eco-barge is seen in operation.
Waste Cleaner boats are equipped with a single lifting point.
Discover Marina & Yard at Metstrade
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Latest LoRa WAN technology provides many benefits
Market-leading technology and service to customers is the hallmark of Marina and Holiday Park Solutions Ltd (MHPS). The company knows that not all customers’ requirements are the same and, with over 100 years of combined experience and an extensive product portfolio, it takes pride in delivering not the only, but the right solution for its clients.
So, after four years of testing in the field, it is extremely
excited to bring the latest in technical development to the market with its 4th generation payment system using Long Range Wide Area Network (LoRa WAN) technology to enable communication (up to 30 km) between devices.
Some of the benefits the LoRa WAN solutions provide are:
l Remote meter reading (exact usage reading based on duration and Kw).
l App or desktop control (Windows or IOS, with both customer and admin view).
l Electricity control (on/off with optional plug detection).
l Water reading (on/off and charge based on usage).
l Berthing/pitch fees (bespokerated depending on visitor type).
l Direct customer invoicing (upon completion customer can be invoiced directly).
l Post and prepay (excess credit refunded automatically).
l Auto failover (external connectivity via world sim or Wi-Fi with auto switch).
l 24/7 system monitoring (the LoRa network is monitored 24/7).
Flexibility
The technology’s flexibility allows autonomous control where customers can either select via location and service required or just simply by entering a QR code, which is ideal for out-of-hours access.
The benefits of the LoRa WAN technology over standard wireless solutions are lower power consumption, longer range and direct point-to-point
communication between each individual device, which leads to easier fault finding and higher resilience.
MHPS has tested this solution in its European markets and has over 20,000 live connections, so is now ready to roll it out in the UK.
Cost savings
Another huge benefit of the technology is its ability to be retrofitted into existing hardware (not just that built by MHPS), providing huge cost savings over
complete replacement services.
This system also allows for high volume water control and metering, which delivers a gamechanging option for harbours by allowing full control over services.
Integration with current systems (via the company’s API’s) enables geofencing to be brought onboard, allowing systems to pick up the vessel on arrival saving labour, time and money.
After the rebrand from RMCS in 2023, the company has striven to be the complete solutions
provider for electrical and water services for the marina and holiday park industries and only brought products to market that it knows are industry-leading and tried and tested. It takes pride in its portfolio and service delivery and are always happy to advise customers on what options are available.
The MHPS portfolio now extends to:
l Pedestals (manufacture, supply and installation).
l Hook up box (manufacture, supply and installation).
l Lighting (design, supply and installation).
l Metering systems (RFID, read only and smart).
l Electrical test and inspection.
l Fuel systems for docks.
l EV charge points.
l Solar (panels, storage, design and installation).
l Pump-out units (installation, service and repair).
Marina and Holiday Park Solutions Ltd
sales@mhpsolutions.co.uk www.mhpsolutions.co.uk
Is the customer always right?
By Dan Natchez, CMP*
It’s a pretty common question when you enter the world of customer relations and the correct answer of course is, absolutely – even when they are wrong! However, when they are wrong, that’s where your customer service skills are really put to the test. How do you tactfully redirect them?
The slogan is typically attributed to Harry Selfridge, founder of Selfridges department store in 1909 London. The full quote, though, was, “The customer is always right, in matters of taste”. That latter part has tended to get lost along the way and it really was a pretty significant qualifier. There was a famous story of another more recent department store known for its ‘customer is always right’ motto where a salesperson accepted the return of a set of car tyres, even though the store did not and had never sold tyres. That pretty clearly was taking things too far, but what might have been a better way to handle it? How do you draw the line, while still aiming to please the customer?
One answer in this scenario might have been offering to help the customer find out where the tyres were actually purchased and providing some level of assistance to facilitate their return to the right place. On the flip side, that department store got far more free publicity out of this account than the cost was for those tyres! It solidified their reputation as the store with the best customer service.
At a recent hotel stay, I found myself looking over the breakfast menu that was full of all sorts of attractive options – though none were quite what I was in the mood for. When the waitress came over I noted that, as ridiculous as it seemed, with all of those choices, what I really wanted at the moment was just two scrambled eggs and some crispy bacon. Her reply was perfect, “That’s not ridiculous at all. If we have the ingredients, we will make whatever it is you want”. In fact, almost everyone I encountered there had the same attitude, from the moment I walked in the door to the moment I checked out, and it
definitely made the right impression. In stark contrast to that hotel experience, I recently went to our local bank regarding a promotion I received in the mail that, while potentially of interest, had no identified means for obtaining further information. The teller was very polite and said, “I really don’t know about this, but let me get someone who might be able to help” – a good start. He then came back with the assistant bank manager, who approached me with a scowl. After explaining that I was looking for more information, the assistant manager, with a less than friendly attitude, made it clear that she had no knowledge about it and I should call someone else. I smiled and said that there is no information on how or whom to contact. She then simply noted that there was nothing she could do, insincerely wished me a nice day and walked away. The approach definitely did not instill a desire to continue to do business with that individual or bank.
Good customer service
As I’ve noted many a time, marinas are, indeed, part of the hospitality industry, just like that hotel. As such,
having good customer service is essential, and having great customer service is one of the elements that can really take your business to the next level.
So how do you get there? Like many things, it’s got to start at the top, but it has to reach down to every level and facet of your operation, from the person answering the phone, to the dockhand who’s pumping fuel and even the mechanics – perhaps especially the mechanics. It’s just not enough to say be nice to the customers. You have to provide the training and the tools your employees need in order to be nice, especially for the mechanics.
Okay, why am I picking on mechanics? It’s because at many a marina they haven’t been included on the facility’s customer service radar and because in interactions between customers and mechanics, there tends to be a higher probability that the customer isn’t right, which makes it all the more critical for them to be able to skillfully point the customer in the right direction. “Yes, it might be X, but we probably should also take a look at Y while we’re at it.”
It’s also worth noting that at
times, mechanics may be so used to customers being wrong that they don’t listen quite as well as they might and miss what can be important clues to what’s really wrong. Encouraging longer conversations with customers can also be quite useful in the diagnostics and will often end up increasing the overall scope of work as the boat-owner recalls other issues that could be addressed so long as the boat is in for work.
Such conversations can also work the other way, particularly once the mechanic has taken an initial look at the boat, with the mechanic noting additional work that would make sense to undertake at the same time or proactive measures that could be undertaken to prevent future problems. Direct conversations between mechanic and customer allow for better explanation of the needs and answers to customer questions, increasing trust and the likely pursuit of additional work.
In all cases, one is cautioned on the value of upselling for the sake of upselling – it is one of the quickest ways to ruin customer trust. A case in point is a recent experience at my car dealership. Service departments
Marina mechanic in discussion with a boat-owner.
As I’ve noted many a time, marinas are, indeed, part of the hospitality industry, just like that hotel. As such, having good customer service is essential, and having great customer service is one of the elements that can really take your business to the next level.
have become increasingly associated with upselling practices, which are typically the job of the service manager, and the customer does not have access to the mechanic. In this case, I was in for service on a small issue. The service manager
gave me some additional work suggestions, all of which sounded like upselling for the diagnosed issue. When the service manager got diverted to a lengthy phone call, I went to get something from the car and the mechanic was still there, so I asked him about the suggestions from the service manager. The mechanic smiled and said they are options, but you really do not need them – just don’t say that I told you. He then went on to say there is another issue that you might want to take preventative action on and he explained the cause and effect of taking action now or not. I passed on the service manager recommendations, but added those of the mechanic.
Long-term relationship
Instilling confidence in those who customers are dealing with is not only the key for a desirable relationship, but a more profitable one as well. Think long-term not
short-term.
In fact, longer customer conversations are worth encouraging just about everywhere, providing you have set the example and reviewed the types of conversations that are appropriate. The more engaged customer is often happier, loyal and more willing to spend money. Those conversations are also among the best ways to find out what your customers want, so you can provide the right products and services and do it in the right way. When the marina and its customers are in sync, good things usually happen. There’s a lesser-known Harry Selfridge quote along these lines, “People will sit up and take notice of you if you will sit up and take notice of what makes them sit up and take notice”. In addition to making it clear what boundaries your employees should set in their customer interactions, it is important that your employees know the limits of where the customer is always right and that
you will back them up when it is the customer crossing a line. An abusive customer is never right. At the same time, you don’t want your employee to be getting into an argument or potentially escalating a bad situation, but rather taking the approach where they call in the boss to deal with and hopefully diffuse, while not excusing, bad behavior. In order to help minimise such conflicts, it’s imperative that both your employees and your customers are familiar with the marina’s various rules and policies.
*DanNatchez,CMP,isPresidentof Daniel S.Natchez and Associates Inc,aninternationalenvironmental waterfrontdesignconsulting companyspecialisinginthedesign of marinas and marina resorts throughouttheworld.Hecanbe contactedonTel:+19146985678, byWhatsAppat+19143811234,by E-mail:dan.n@dsnainc.comoronhis Website: www.dsnainc.com
Blankenberge Marina, Belgium
In the 1970s, water sports in Flanders took off rapidly. Thanks to good co-operation between the Flemish water sports federations and the Flemish government, new berthing facilities were built on the Flemish coast. During that time, the old fishing port and the sluice basin in Blankenberge were also transformed into a modern marina. Over the years, many additional works have been carried out that have led to the up-todate, well-equipped marina it is today, with wide paths for pedestrians, increased storm barriers and adjacent catering establishments.
The old port was the economic heart of Blankenberge where, in previous centuries, typical flat fishing boats were moored on the beach, but there was an increasing need for a sheltered harbour. In 1871, this came into use and from that period onwards tourism gained in importance for the town, resulting in a gradual decrease in the fishing fleet.
The flushing basin dates from the same period and was originally constructed to flush the channel
with the force of the flushing water. It allowed boats with more draft to be given access to the harbour. After World War II, fishing activity could not be revived and the continued growth of tourism made the port’s development into a marina a viable alternative.
The marina provides 350 berths at jetties 2-8. Each berth has its own electricity connection and drinking water is also dispensed from taps on the jetties. Marina trolleys are provided to transport supplies from the reception pontoon to visitors’ boats. There is room available for storage of equipment and sails during Winter and the marina has ample parking space for boat-owners’ vehicles. The Harbour Master also has a number of bicycles that can be hired for a short time to tour the neighbourhood. VVW Blankenberge is one of the yacht clubs that have been responsible for the operation of Blankenberge Marina since 1981. As the marina grew in size, the original premises became too small and were very outdated, so the need for a larger, modern clubhouse became
increasingly obvious.
In 2012, a new yacht clubhouse, with offices, a well-equipped meeting room, a modern sanitary block and a culinary restaurant known as ‘Cabo’, was established to serve the needs of local and foreign sailors, their crews and other visitors.
Blankenberge Marina info@vvwblankenberge.be www.vvwblankenberge.be
The well-stocked bar at ‘Cabo’.
Panoramic view of Blankenberge Marina.
Compact pedestals with built-in lighting Structural composite decking system
The Trima range of compact pedestals, which is manufactured in Turkey by Meqtec Technologies, offers up to two electricity plugs and water taps. These marina service pedestals feature an innovative triangular design to occupy minimum space on a pontoon. All the consumerrelated components, including the plugs and taps are placed in the optimum position to ensure ease of use and the LED lighting provides 360 degrees of illumination, with adjustable intensity.
Trima pedestals offer numerous colour options, a full set of features inside the unit and a space at the back for communication. This allows unique products to be customised for any marina.
The high density polyethylene body is fully recyclable and reduced electricity and water consumption with easy remote control, autoswitch sensors for illumination confirm Trima’s respect for the environment.
Units are equipped with electricity and water metering, with remote monitoring and prepaid facilities. They are also weather-proof to IP66 and CEI-certified.
Meqtec Technologies info@meqtec.com www.meqtec.com
A patented ultra-high performance structural composite decking system called Strongdek that offers strength and long-term durability in an aesthetically-pleasing and easy-toinstall package is produced in the USA by Virginia-based Strongwell. Each board measures 5.5 in wide x 0.94 in thick, which is the same nominal dimensions as traditional 5/4 wood decking and most standard composite decking.
A Strongdek board is made up of two components – a pultruded FRP plank and a snap-on hybrid composite top cap. The plank supplies the board’s structural strength, rigidity and integrated hidden fastener grooves. The top
cap provides aesthetic beauty, a non-slip surface, UV resistance and an overall finished appearance for the system. It also needs virtually no maintenance.
Each Strongdek board is lightweight (1.6 pounds per linear foot), yet has a stronger overall deck surface than other traditional materials and is capable of handling higher loads with standard 16 in (or 24 in+) joist spacing, even with boards installed diagonally. There are three standard colour options for the top cap (Beachwood, Slate and Chestnut).
Strongwell info@strongwell.com
www.strongwell.com
Series of modular pontoons
The Tiles series of modular pontoons from Candock has been created by combining a recycled plastic base with an injected polypropylene tile to deliver a revolutionary blend of durability, flexibility and sophistication. These advanced tiles offer a remarkably sturdy walking surface that surpasses the company’s standard G2 cubes. Users enjoy the enhanced stability of Tiles modular pontoons that provide a hard
surface to walk on for leisure, entertainment or water sports.
Candock’s Tiles have been designed to seamlessly integrate with the LinQ range of accessories, which include a flush cleat fitted to a connecting pin, handrail posts and a post cube for secure dock anchoring.
The series can be supplied in beige, grey or translucent. Candock candock@candock.com www.candock.com
Cabins for storage, maintenance and painting in Winter
In a constantly evolving world, Naval Tecno Sud Boat Stand is committed to continually offering solutions that not only meet market demands, but also raise the standards of quality and performance in boatyards serving
the marine leisure industry. The strongly-built cabins represent a true revolution for Winter storage, maintenance work and painting operations, providing a solid and advanced response for all professionals in the industry.
The company aims to guarantee customers solutions that not only satisfy practical needs, but are also at the forefront of efficiency, innovation and long-lasting durability. For this reason, every project is carefully designed to offer
superior performance, addressing the challenges of a constantly growing and changing industry. In particular, its collaboration with the largest Italian and international boatyards ensures the maintenance of the same high-quality
standards demanded by industry professionals. The choice of the best materials and the adoption of innovative solutions are the basis for a commitment to constantly improvement of its designs.
Naval Tecno Sud Boat Stand cabins feature a high-quality metal structure, manufactured with welded steel and boxsection tubing, to provide extraordinary weather resistance and guaranteeing stability and safety at every stage of use. The PVC cover weighs 900 grammes per square metre, with a tensile strength of 3000 N/5 cm, ensuring protection for boats from the most extreme conditions. Every product is CE-certified and made with top-of-the-range materials, using advanced techniques, in compliance with European regulations to ensure quality and reliability.
The cabins are designed to be
fully customisable, meeting the specific needs of each customer and the type of vessel to be handled.
Known for its innovation, Naval Tecno Sud Boat Stand’s decision to use structural steel is not just about robustness, but a true philosophy that guides the company in designing solutions that optimise time and operational management. Every detail is designed to improve ease of use, reduce operating costs and guarantee a high level of protection for craft undergoing work. Due to its experience and continuous pursuit of improvement,
Naval Tecno Sud Boat Stand cabins are the benchmark for anyone seeking a solution that meets and surpasses high-quality standards for boatyard operations.
Naval Tecno Sud Boat Stand Srl navaltecnosudboatstand@ gmail.com www.navaltecnosud.it
ROV for inspection
The Chinook is an industrial grade Remotely Operated Vehicle (ROV) with a wide range of inspection capabilities from Seamor Marine of Canada. It can explore depths up to 300 metres with the standard vehicle or 600 metres with the deep water version.
A true workhorse, the Chinook offers a stable platform yet remains compact. With its small profile, the Chinook can operate in tight places and is easily stowed when not in use. Multiple handles and frame cross members allow two people to handle this ROV with ease. For greater versatility,
the Chinook can be customised by adding accessories such as extra thrusters, navigational searching aids, manipulators, tool skids and similar items.
It features an intuitive controller, high-resolution colour zoom camera, variable speed and directional ROV control, Digital Video Recorder (DVR), manual and automatic camera focus control and up to six powerful thrusters.
It weighs 33 kg and can be launched by tether. Seamor Marine info@seamor.com www.seamor.com
Reciprocating underwater saw
A robust ‘Heavy-Duty’ pneumatic reciprocating saw with twist throttle specifically built for difficult and challenging work below the waterline is manufactured by German tool specialist Spitznas.
This model (order number 5 1232 0010) is one of a number of saws and other tools, including drills,
grinders, hammers, wrenches and pumps designed by the company for operation under the water. Weighing 7.5 kg, it is suitable for cutting various metals, including steel.
Spitznas spitznas@spitznas.de www.spitznas.de
IFBSO to meet in Palma
Boat show organisers will be represented by their show directors at the annual International Federation of Boat Show Organisers (IFBSO) Congress, which takes place this year in Palma de Mallorca, Spain, from 26-29 May.
A total of 17 leading boat shows from four continents (North America, Europe, Asia and Oceania) have already confirmed their presence, with more expected to register, making it a truly global gathering.
The marine industry is navigating significant challenges and opportunities, said IFBSO in a statement. Driven by shifting consumer preferences and geopolitical tensions, the call for co-ordination and collaboration is growing louder.
“Boat shows play a vital role in the marine industry,” stated Niels
Klarenbeek, METSTRADE Director and IFBSO President. “They are where boat-owners and aspiring enthusiasts unite to immerse themselves in innovation and the nautical lifestyle. Well-managed, vibrant boat shows are the lifeblood of the broader water sports ecosystem, driving yacht sales, marinas, sailing schools and, of course, the equipment and accessories markets.”
Each year over 1.5 million visitors gather at the boat shows organised by IFBSO members worldwide, generating significant economic impact through tourism, sales and industry growth. These events serve as critical connecting points between manufacturers, dealers and consumers in the global marine industry.
The role of the show director is rapidly evolving from event planner to ambassador and influencer,
Index to Advertisers
said IFBSO. Show organisers share the responsibility of engaging new audiences and adapting to changing market dynamics. That is why it is crucial for organisers to come together for a three-day congress focused on networking, creative exchange, inspiration and best practices.
The IFBSO Congress is held in close collaboration with the International Council of Marine Industry Associations (ICOMIA) Congress, the global umbrella organisation for marine industry associations. This partnership ensures the gathering of the top leaders from the global water sports industry, creating a unique platform for co-operation and growth.
International Federation of Boat Show Organisers
n.klarenbeek@rai.nl www.ifbso.com
Diary of events
Please check websites for up-to-date information before booking hotels or confirming travel plans.
Sanctuary Cove International Boat Show
Queensland, Australia 22-25 May, 2025 www.sanctuarycoveboatshow.com. au
Seawork
Southampton, England 10-12 June, 2025 www.seawork.com
Sydney International Boat Show
Darling Harbour, Australia 30 July-2 August, 2025 www.sydneyboatshow.com.au
Salone Nautico Genoa, Italy 18-23 September, 2025 www.salonenautico.com
Grand Pavois La Rochelle, France 23-28 September, 2025 www.grand-pavois.com
Southampton International Boat Show Southampton, England 19-28 September, 2025 www.southamptonboatshow.com
IBEX Tampa, Florida, USA 7-9 October, 2025 www.ibexshow.com
Barcelona International Boat Show Barcelona, Spain 8-12 October, 2025 www.barcelonaportginestaboatshow.com
ICOMIA World Marinas Conference
Venice, Italy 15-17 October, 2025 www.worldmarinasconferencevenice.com
METSTRADE
Amsterdam, The Netherlands 18-20 November, 2025 www.metstrade.com
Abu Dhabi International Boat Show
ADNEC Centre 20-23 November, 2025 www.adibs.ae
June
2023 – April 2025
Ageing boats and silent (and not so silent) liabilities (page 10, April 2024)
Aquavista refurbishes Poplar Dock Marina (page 16, April 2024)
Are some marinas their own worst enemy? (page 14, February 2024)
Boat storage yard looks to the future (page 16, August 2024)
Boosting the bottom line (page 19, December 2023)
Cleaning up the World’s waterways (page 17, August 2023)
Dart Marina Hotel switches to Aquilla (page 8, October 2023)
Equipment upgrade at Viking Yachts (page 16, February 2024)
EV adoption in the marina industry (page 12, February 2024)
Exciting new initiatives at 35th edition (page 10, October 2023)
Exhibitors in the Marina Yard Pavilion (page 12, October 2024
French vessels for pollution control (page 10, April 2025))
GRP solutions for a marina and pier (page 10, August, 2023)
Guide to Suppliers 2024 (page 7, December 2023)
Guide to Suppliers 2025 (page 7, December 2024)
Heavy duty pontoons stop the traffic (page 8, April 2024)
Is the customer always right? (page 14, April 2025)
Key infrastructure for new Tower Lifeboat Station (page 8, August 2023)
Larger hoist brings new business to Rotterdam yard (page 19, October 2024)
Latest LoRa WAN technology provides many benefits (page 12, April 2025)
Managing Marina Managers and those they manage (page 12, August 2024)
Marina clean-up with zero emissions (page 8, October 2024)
Marina Gouvia is updated (page 8, April 2025)
Marina power solution from a ‘one-stop shop’ (page 14, April 2024)
Marina rebuild in Florida (page 10, February 2025)
Marina to attract catamarans with new hoist (page 8, June 2024)
New premises for leading pedestal manufacturer (page 9, June 2023)
Overcoming the fear factor (page 12, August 2023)
Pattaya project by Poralu (page 10, February 2025)
GRP jetties advised by ecologists (page 11, February 2025)
‘People and the ocean’ (page 8, August 2024)
Project boosts transition to marine charging in UK (page 8, June 2023)
Pump-out for Portland (page 10, August 2024)
Retrofitting in dry stack operations (page 10, June 2024)
Safe boat access all year with Dura (page 10, February, 2024)
Sanitation systems for floating homes (page 10, June 2023)
SF rebuilds marina on Swedish Riviera (page 8, February 2024)
Superyacht marina in The Bahamas (page 18, June 2024)
Sustainable marina upgrades from ICMS (page 14, October 2023)
The Boat House Chicago upgrades forklift fleet (page 18, October 2023)
The ins, outs, ups and downs of rack storage (page 12, June 2024)
Time for a get-together (page 14, June 2023)
Turkey solution for floating fuel dock (page 13, February 2025)
Walcon improves access to the Falklands (page 8, February, 2025)
Watersports specific pontoon installed by ICMS (page 9, February, 2024)
What are the challenges? (page 12, February 2025)
What does the future hold for the marina-owner? (page 14, October 2024)
When a marina is forced to fight (page 20, December 2024)
Which came first – architect or marina consultant (page 14, February 2025)
Working with your silent partner (page 16, October 2023)
World first for Peters & May (page 12, June 2023)
MARINAS
Blankenberge Marina, Belgium (page 16, April 2025)
Flisvos Marina, Greece (page 18, February 2025)
Kalkara Marina, Malta (page 18, February 2024)
Marina Cape Helios, The Netherlands (page 18, October 2024)
Marina Düsseldorf, Germany (page 18, August, 2023)
Önnereds Båtlag, Sweden (page 17, April 2024)
Porto di Sperlonga, Italy (page 18, August 2024)
Swansea Marina, Wales (page 18, June 2023)
Troon Yacht Haven, Scotland (page 20, June 2024)
Vilamoura Marina, Portugal (page 20, October 2023)
EQUIPMENT
Berth occupancy sensor (page 21, June 2024)
Compact pedestals with built-in lighting (page 17, April 2025)
Desalination service boat (page 20, February 2025)
D-Marin launches bespoke app (page 20, August 2023)
Dock ladder (page 20, February 2025)
Dock light catalogue (page 19, February 2024)
‘Dockside’ pump-out systems (page 18, April 2024)
Electrical connections for superyachts (page 21, June 2024)
EVA marina fender (page 18, April 2024)
Flotation modules (page 18, April 2024)
Innovative pile ring (page 19, October 2024)
Luxury inflatables (page 21, October 2023)
Mobile crane from Italy (page 21, June 2024)
Mobile dockside crane (page 21, October 2023)
Modular docks from France (page 20, February, 2025)
Modular floating dock (page 19, August 2024)
Modular floating dock system (page 19, February 2024)
Multi-purpose dock fender (page 21, August 2023)
Portable extinguisher for lithium battery fires (page 20, August 2023)
Racks for dry boat storage (page 19, August 2024)
Self-propelled trailers (page 19, August 2024)
Series of modular pontoons (page 17, April 2025)
Ship-to-shore system (page 21, August 2023)
Structural composite decking system (page 17, April 2025)
Tank contents monitoring system (page 19, February 2024)
Two-level boat rack with cover (page 19, June 2023)
Updated version of Pacsoft (page 19, October 2024)
Updated website for electrical components (page 19, February 2024)
‘Variable Width’ option for mobile boat hoist (page 20, June 2023)
Waste collection marine drone (page 19, June 2023)
Website for dry stack equipment (page 21, October 2023)
BOATYARDS
Alternative to teak decking (page 22, June 2023)
Anti-slip boat flooring (page 20, February 2024)
Bilge filters protect boat-owners from fines (page 20, August 2024)
Cabins for storage, maintenance and painting in Winter (page 18, April 2025)
CE-certified equipment for boatyards (page 22, April 2024)
Compact tie-downs to secure gear (page 22, June 2023)
Cordless drill screwdriver (page 22, June 2024)
Cork composite for decks (page 21, February 2025)
High pressure hull cleaner (page 22, June 2024)
High pressure piston sprayer (page 22, August 2023)
Marina anti-slip adhesive tape (page 22, June 2024)
MB92 expands operations in France (page 22, October 2024)
MB92 Group acquires Pinmar (page 21, February 2025)
MB92 Group and Pinmar collaborate to tackle plastic waste (page 20, April 2024)
MDL to expand operations at Shamrock Quay (page 22, April 2024)
Mobile paint spraying machine (page 20, February 2024)
New service facility in Palma de Majorca (page 20, October 2024)
Organic teak cleaner (page 20, February 2024)
Range of electric transporters (page 22, October 2024)
Rotary-knife cutting machine (page 22, October 2023)
ROV for inspection (April 2025, page 19)
Stainless steel cleaner (page 22, October 2024)
Synthetic teak decking (page 20, August 2024)
Three designs of boat cradle (page 22, August 2023)
Underwater boat primer (page 22, June 2023)
Underwater reciprocating saw (April 2025, page 19)
Yacht repair centre at Sindalah (page 22, October 2023)
15-17 October 2025
