MEMBER MAGAZINE SPRING 2016
the 11,000 mile border Sir Charles Montgomery explains how the marine industry can assist with Britain’s security rights revealed essential pointers for new consumer laws learning to serve The new Welcome Afloat course explored
Star quality VisitEngland’s first nar owboat ROSE Award winner in focus
pp1_FINAL.indd 1 06/05/2016 19:07 Engineering a lift – Peters & May is enjoying record growth – see p12
Nurture and protect
I’m pleased that our careers campaign is gathering momentum (see opposite). Many of us can testify to the great industry that we work within, which offers a wide variety of roles to cater for every interest and level of ability. We must clearly communicate the opportunity to children and young adults as they make decisions about where they want to spend their working lives. Ensuring our young people get the very best education at school is equally vital. As provision for obtaining A-Level qualifications goes through substantial consolidation, we should ensure that marine and maritime studies are offered by the new ‘centres of excellence’ for STEM education. MEMBER MAGAZINE SPRING 2016 Turning to another topic I was pleased to read Mike Cook’s comments about the need to share workload Quarter deck among voluntary committee members (see p5). We 03 Latest news and developments are in the process of welcoming new members to our Management Board and British Marine Boat Shows Diary Board, a timely reminder of the need to thank all of our 05 Key dates for your calendar volunteer officers and committee members for their time, dedication and invaluable knowledge.
Lancaster ROSE Finally, it was good to greet Sir Charles Montgomery 06 Crabtree Narrowboat Hire is the first hire at the British Marine Conference (see p11). It’s early boat winner of a VisitEngland ROSE Award – days, but we look forward to forging a constructive we ask how it was done working relationship with the Border Force, to assist appropriately with its vital work in keeping Britain’s Making memories citizens safe from harm, young and old alike. 08 Kim Hollamby takes the new Welcome Afloat customer experience course Fiona Pankhurst President, British Marine Consumer rights 10 Jonathan Hadley-Piggin highlights recent changes to consumer law
The 11,000 mile border Service please 11 Sir Charles Montgomery on why the Border Delivering great customer service should be the easiest Force would like to engage more with the thing to do. Why? Because we all know what brilliant maritime community or poor service feels like. However, trying to coach Ship shape employees to consistently represent your business to a high standard can often prove challenging. 12 Newly restructured and rebranded Peters & For that reason I was really looking forward to May is growing faster than ever before attending the Welcome Afloat course (see p8) – and Making it personal Cover image: Willow, wasn’t disappointed. Do consider it to inspire your team 14 one of a quartet of towards owning their part of your customer relationships. Geoff Langston makes the case for offering five-star narrowboats personalised service on the Lancaster Canal from VisitEngland ROSE Kim Hollamby Meet the team Award winning Crabtree Editor, British Marine magazine 15 Technical manager Ross Wombwell Narrowboat Hire [email protected]
British Marine, Marine House, Thorpe Lea Road, Egham, Surrey TW20 8BF britishmarine.co.uk tel 01784 473377 Published by Peter Moore Associates Ltd (PMA), 66 Vicarage Road, Blackwater, Camberley, Surrey GU17 9BD tel 07736 067616 [email protected] For British Marine: PR & communications manager Sarah Audsley, Senior PR & communications executive Camilla Colborne For PMA: Publisher Peter Moore, Editor and designer Kim Hollamby, Production Emma Elmer, Print Swallowtail Print
Views expressed in this magazine are not necessarily those of British Marine or PMA. British Marine does not endorse third-party products and services featured in British Marine magazine. No responsibility can be taken for any loss arising from action taken or refrained from on the basis of this publication. Articles offering financial, legal and insurance advice will only provide a short overview and it is essential to seek professional advice before taking action based on the contents. © Copyright British Marine 2016
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pp2-5_FINAL.indd 1 06/05/2016 19:08 QUARTER DECK Your guide to British Marine news, events and services
New careers campaign highlights diversity of opportunity
There is wide recognition that the marine industry needs to Jobs Vacancies service, on which members can promote their promote itself more effectively at the point where young people vacancies as a membership benefit. are making career choices. In response British Marine chose A recent poll of 2000 adults conducted by British Marine National Apprenticeship Week in March to roll out its marine shows that opportunities to work outdoors (17 per cent), do careers campaign aimed at those between 10-21 years of age. something unusual (31 per cent) and make a physical product Lively campaign material designed for relevant age groups (22 per cent) make for the happiest workers. includes a YouTube video – ‘Where do you fit in?’ – along with a deck of job cards. A key aim is to highlight the great variety of roles available within the marine industry for new entrants, along with headline information on opportunities and expectations. The campaign is brought together by a comprehensive new website section at britishmarine.co.uk/careers that offers a lot of information resources, key contacts, CV tips and videos. It also incorporates British Marine’s popular Marine
CONFERENCE, DINNER AND AWARDS The British Marine Conference, Advertising Agency and Pendennis held this year in London Docklands Shipyard for ‘Best Marine Company Celebrating leadership and sponsored by SelectaDNA, to Work for’ (finalists were Yacht offered a packed programme of Haven Quay and Landau UK), and business success presentations and workshops for Noss Marine Academy and MDL delegates who had travelled from Marinas won as ‘Best Training & across the UK to attend. Development Award’ (finalists were Speakers included leadership Topsail Insurance and Oceanair expert, Craig Goldlatt, director Marine), while the National general of the Border Force, Sir Coastwatch Institution and Tall Charles Montgomery (see p11), Ships Youth Trust took home the Kelly Tolhurst MP and British Marine ‘Charity of the Year’ Awards, a new chief executive, Howard Pridding. category for 2016. The Conference also featured The Peter Millward Memorial three breakout sessions – Marina Award for people in the industry Customer Future Trends sponsored who have made an outstanding by GL connects (see p14), Social contribution to British Marine Media best practice for marine associations was jointly presented businesses run by British Marine’s this year to Ann Davies, Chairman social media executive, George of British Marine Inland Boating, Hunt, and Challenging Business and Tony Howes, Secretary of the Strategies sponsored by Vision Broads Hire Boat Association. Business Consulting Ltd. Events then moved upriver to the Cutty Sark for the evening’s Black Tie Dinner and British Marine Awards, with Paralympic champion Talan Skeels-Piggins speaking inspirationally about how he overcame his challenges. Awards were presented to Marine
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pp2-5_FINAL.indd 2 06/05/2016 19:08 QUARTERDECK
Superyacht UK Tour of Excellence attracts top delegates News in brief This year’s Superyacht UK (SYUK) Tour Showcase your company – from of Excellence took leading delegates and 29 June to 3 July 2016, British Marine journalists on a journey of discovery from will be hosting an industry tour for up Cornwall to Sussex to demonstrate Britain’s to 20 international marine journalists truly world-class products and services and members can get involved. See within the global superyacht arena. britishmarine.co.uk/nib121 The party included representatives from Bray Yacht Design, Donald L Blount Look for the Logo – British Marine’s and Associates, Edmiston, Greenline latest Look for the Logo campaign Yacht Interiors, Hill Robinson, Marine is underway, with advertisements Construction Services, Monaco Marine La International, Jeremy Rogers, Keystone appearing across enthusiast titles, Ciotat, Salt Superyacht Management, and Law, Land Rover BAR, OceanLED Marine websites and in marinas to raise Sparkman & Stephens and Sys Asia. Ltd, Oyster Yachts, Pendennis Shipyard, awareness of British Marine members Delegates attended a dedicated Peters & May, Princess Yachts, QinetiQ, and their products and services. Showcase Evening held at the University Royale Oceanic, Savage Lighting, SENTIO Members are urged to take advantage of Portsmouth. They networked with some Superyacht Consultants, Sevenstar and by displaying the British Marine logo. of the sector’s key businesses who took Teignbridge Propellers. See britishmarine.co.uk/nib122 part in the Tour such as AFECO, AtlasB2B, They were also able to visit Land Rover Berthon Boat Company, Burgess Marine, BAR’s HQ, HMS Victory and enjoy a Marine and Maritime SME Cockwells, Dryad Maritime, Ensign, drinks reception and dinner, sponsored by Growth Fund launched – this Maritime & Coastguard Agency, Exmoor Cornerstone, in the National Museum of competitive £250,000 fund is ring- Technology, Halyard, Heirlooms, Hepworth the Royal Navy. fenced for marine businesses in the STATISTICS Solent and New Forest District Council 3.2m afloat in 2015 areas. It is managed by the Solent LEP, promoted in partnership with British The 2016 edition of the Watersports National Lifeboat Institution (RNLI), Marine. See Participation Survey has revealed that British Canoeing (BC) and the Centre for britishmarine.co.uk/nib123 3.2m UK adults participated in one or Environment, Fisheries and Aquaculture more of 12 boating activities in 2015. Science (Cefas). Exporting is GREAT – British Marine This accounts for 6.5 per cent of the Another report, also released in recently supported this Government total adult population in the UK. Numbers March, compiled by British Marine and initiative and the International remain robust against other sports. VisitEngland, revealed that domestic Development team is seeking to assist The survey is conducted annually by holidays in England that incorporate members who wish to explore their a consortium of leading marine bodies boating or watersports are some of the international sales potential. See including British Marine, the Royal most popular tourism experiences. britishmarine.co.uk/nib124 Yachting Association (RYA), Maritime Download both documents from the and Coastguard Agency (MCA), Royal members’ area of britishmarine.co.uk Innovate UK changes – the UK’s innovation agency has published its Explore Thames iOS App relaunched 2016/17 delivery plan and is altering the way it will deliver its competitions. British Marine Thames Valley has relaunched its App for See britishmarine.co.uk/nib125 iPhones, iPads and iPad Minis. The original Explore Thames App first appeared in Flood insurance poll results – 2014 – this revised version is dressed overall in the new British Marine’s flood insurance survey British Marine branding and introduces a number of found that there was a 50/50 split of changes, including a live Twitter feed. members that had flood insurance and Aimed at a wide range of river users, the free App has those that did not. See a full map of the river with a GPS fix that allows you to britishmarine.co.uk/nib126 gauge your proximity to key features such as towns and bridges as well as all of the bankside Marine tourism supports Scottish facilities offered by British Marine economy – the first ever Sail member companies. Scotland Conference was held as a part Explore Thames offers links to key of Scottish Tourism Week in March and information and users can submit highlighted the importance of marine their own points of interest. See tourism to the economy. www.explorethames.co.uk or download it See britishmarine.co.uk/nib127 from the App Store.
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pp2-5_FINAL.indd 3 06/05/2016 19:08 British Marine Thames Valley’s man at the helm, Mike Cook
DIARY MAY MAY 18 May Queen’s Speech, Houses of Parliament 20-22 May British Marine Wessex at Poole Harbour Boat Show 24 May RCD Awareness Course, Egham 25 May British Marine Midlands Committee meeting 28-30 May Which Marina stand at Crick Boat Show, Towcester 31 May ASSOCIATIONS British Marine Sailing Committee meeting
Thames Valley’s four key objectives JUNE Mike Cook of Thames Boat for Environment, Food & Rural 1 June House has a very well Affairs (Defra) to recognise the British Marine Sailing at the Marine Industry Regatta, Port Solent informed perspective on local importance of funding for the 7-9 June representation. As immediate Thames navigation. The Yacht Harbour Association’s Summer Networking Tour, Scotland past president of British Marine “We have 16 people on the 8 June he got to see the workings of committee spanning the key British Marine BRB Committee meeting, Fareham associations up and down the interests of our members. 8-10 June country and this influenced Between them they cover a lot of ICOMIA/IFBSO Congress, Trieste his thinking regarding British this work – we give each person 9 June Marine Thames Valley and how it one important task, rather than Welcome Afloat, Edinburgh should function. He was elected drowning a couple of individuals 14-16 June chairman last year and British with too much to do. This is British Marine exhibiting at Seawork International 2016, Southampton Marine magazine caught up with important, as each committee 14 June him on a boat delivery down to member is a volunteer. Welcome Afloat, Glasgow London at the end of April. “Business support is delivered 15 June “Regional associations should very well by British Marine itself; Commercial Marine AGM at Seawork International, Southampton be miniature versions of British our job as a regional association 15 June Marine itself, Mike asserts. “In line is to make our members aware British Marine networking drinks at Seawork International, with that thinking the Thames of those services, which is also Southampton Valley Committee has created a where networking comes in. 16 June business plan that adopts British “Our Explore Thames App Welcome Afloat, Southampton Marine’s four main objectives – (see opposite) enables us to representation, business support, support members by promoting growth and networking. their businesses – it is a good “We have 250 members in extension to the Look for the total, of which 85 earn their Logo campaign. It also helps us to living directly from River Thames- generate growth, which is vital. related businesses. So we have “British Marine Thames Valley to do two things – ensure that firmly believes that we need all of our members are well to promote growth in boating represented at Council, on the participation. We’ll be running an Management Board and across On The Water event at the Henley 21 June the departments at Marine Festival in July and will consider The Law Relating to Brokerage and Boat Retailers, South Coast House, as well as to have a whether we can do so too at 22 June voice on important external other places, including London – British Marine South Careers Advisors event, Southampton committees such as the Thames the audience is different as you 23 June User Group (TUG), River Thames move along the Thames. EU Referendum Alliance (RTA), the Environment “It is a long term goal to 28 June Agency (EA) and Port of London engage all relevant partners in British Marine Inland Boating Committee meeting, Alvechurchn Authority (PLA), to name a few. promoting boating, directly and 29 June-3 July We have also got involved in the via boat tourism, which is another British Marine’s International Marine Journalists Mission, Southampton Westminster all party working major opportunity. Growth and Isle of Wight group for the Thames and want in participation is the most 30 June to influence the Department important task for us all.” British Marine Inland Boating Committee meeting, Hatton
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pp2-5_FINAL.indd 4 06/05/2016 19:08 CASE STUDY Lancaster ROSE You don’t have to be big to offer five-star service, as Robert Foulkes of award- winning operator Crabtree Narrowboat Hire explains to British Marine magazine
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pp6-7_FINAL.indd 1 06/05/2016 19:12 hat do you do, aged 50, quality end of the market, without The company also benefits from being when looking for work after overcharging. It has been an effective located within a smart marina that W your senior managerial role way of differentiating himself from the features a secure car park and large is closed suddenly, following a successful other operators on the Lancaster Canal, garden centre farm shop right alongside. career in dental technical services, hotel which now has a total hire fleet of 27 “The star rating is nice because management and website development? narrowboats on its 42-mile length. everyone knows what it means, whether Such was the dilemma facing Robert “My idea is to give a really good product it is a hotel, guest house, attraction Foulkes five years ago. “I applied for more at a fair price. We are on the Quality or boat,” Robert states. “It sets an than 40 jobs, but you could guess they Accredited Boatyard Scheme (QAB) expectation that we deliver. Our service were looking at my CV, checking my age and our boats are rated under the Boat starts as soon as visitors enquire, I’m and writing me off. Grading Scheme. always on the end of a phone if they have “My wife, Carol, asked ‘if you could do “The VisitEngland assessor turned up any questions prior to arriving, they get anything, what would it be?’ I responded to check our original boats for the first written confirmation of everything and I’m I’d like to run a narrowboat hire company. time and asked what I was expecting. I there to greet them at the car park. Although I had no background in the said ‘five stars’ – we’d always planned for “I typically stay with hirers until marine industry, my response wasn’t as that. Both of the original boats got five Garstang, their first stop around an hour irrational as you might think. stars, our third boat, Linden, was similarly and a half away, showing them how the “I first went on the canals when I was rated and our brand new boat, Cedar, will boat works. When I leave them they are 14. There were four or five teachers that I am sure also receive five stars when the confident the next morning to turn the used to hire a 72ft narrowboat for a annual inspection is held later this year. key and set off. month and then sell weeks to the kids. It “To achieve the star rating you have “I have four boats now and I think slept 12 children on bunk beds and was to tick certain boxes. A lot of it is detail, that is the right size for me to be able to rough and ready, but I absolutely loved for example ensuring you have a full set deliver that consistent level of personal it. I did a week, then I saved up for two of cutlery with dessert forks and soup service. I do have a team of trusted weeks the year after. The best days were spoons. The quality of linen has to be people that can assist when I need their when it was pouring with rain – no-one skills and I could employ staff, but I prefer else wanted to go outside so I could drive to deliver service personally.” all day. I’ve been on the canals on and off Right from the Recognition of Robert’s quality ever since. approach came in 2015 when Crabtree Inspired by Carol, Robert searched the start I had in mind the Narrowboat Hire became the first and, so phrase ‘narrowboat hire company for holiday that I wanted far, only hire boat company to be named sale on the Lancaster Canal’ and one as one of 100 quality-assessed holiday was available. It seemed it was meant to deliver. I’ve stuck to accommodation businesses to be annually to be. He visited the business but found that and success has granted a VisitEngland ROSE (Recognition that everything was in a poor state – the of Service Excellence) Award. “Unknown location, the set-up and the boats. followed to me, British Marine recommended us Robert decided he could do much to VisitEngland, along with four other better by starting from scratch. It was boat hire companies. To win was a super July 2011 and by March of the following above a certain thread count. We also recognition of all the hard work that we year he had commenced hiring boats, have to include complimentary toiletries, have put into the business.” funding his start-up from savings and his DVD films, a radio, television, games and Another bonus from opting to keep exit settlement. Carol has her own career, books. All our visitors need to bring are quality of service high has been a growth which paid the household bills over the themselves, some clothes and money if in repeat business. “So far this year I’ve 2011-12 winter until such times as the they are going to dine out, or food if they had customers book who have been hire deposits started to arrive. are eating in.” with us four times already. We had one Those first nine months were busy: Robert believes in exceeding the high customer who hired with us in August for “Everything was a learning curve. I bought standards laid down by the Boat Grading the first time – he has since been back two new boats, the 44ft Willow and 57ft Scheme. “I reinvest a lot of money into and has booked again. We also attract Mulberry – one was from Daventry, the the boats and if things aren’t right, they a lot of new customers through the fact other from Thorne. I sailed them back get put right. There is no ‘it’ll do’. that the Lancaster Canal has no locks and here, got them to the standard required “For the first three years most of the is an easier entry to narrowboat hire.” by the Boat Safety Scheme for hire earnings went back into the boats and Robert is convinced that he has built the boats and completed all of my British I still spend money where most hire right business for him, in the right way. Waterways (now CRT) paperwork. companies would not bother. For example, “I’m never going to be a multi-millionaire “We set up a website and I advertised my original three boats have all got new running a narrowboat hire company, but everywhere I could. We then monitored ropes on them this year. There wasn’t it’s a great lifestyle. Right from the start the responses to see what worked.” anything wrong with the old ropes – they I had fixed in my mind the holiday that I Right from the outset Robert was just didn’t look great. I’m probably on the wanted to deliver. I’ve stuck to that and determined to pitch his service at the third set of ropes in my fifth season!” success has followed.”
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pp6-7_FINAL.indd 2 06/05/2016 19:12 MEMBER BRIEFING MAKING
memoriesWelcome Afloat is a new one-day training programme that teaches marine companies to create memorable customer experiences. Kim Hollamby attended as a delegate
urely great customer service ought and Stephan Hiblot and Katy Kslazek of primary challenge often comes from firms to be easy to achieve? You’d like the Livetts Group, boat operators that, and attractions outside of boating; the S to think so, but most companies between them, carry well in excess of a course encourages you to think about face hurdles in this area. million passengers per year in London. how nearby boating businesses might Trying to get your staff to deliver Rounding out the delegates were Tom Foy more usefully be thought of as partners in a memorable experience of the right and Brandon Cox of Shepperton Marina, attracting boating tourists in your area. kind, for each and every visitor to your whose focus is not only the boat owners business, or even finding the time to that have permanent moorings but also Keeping your customers identify and exercise best practice visitors that arrive by water and road. You are also coached to examine the yourself, can be very challenging. All too Our instructor for the day was importance of customer retention and the often you suffer bad service caused by Annabella Toms, a cabin service director lifetime value that customers can bring to just one careless word or action. How to for British Airways with more than 20 your business. Each delegate was given guard against incidents of poor experience years’ experience looking after passengers an exercise to calculate the earnings and what to do if errors happen are vital and in-flight crew for the airline. She that they might expect to generate skills for any business focused on building provided that useful extra level of real from a lifetime customer relationship; its customer relationships. world insight to the training material, some values exchanged across the table It’s therefore good to see a new encouraging discussion around issues and exceeded £60,000. In a cruel twist the training course emerge that is accessible enabling delegates to discover that the group then asked me to calculate what I to staff at all levels within the marine challenges they face are not unique. had spent since I started owning my own industry. Welcome Afloat was developed boats in the 1980s – the numbers got by Welcome to Excellence Ltd and a Full day of activity somewhat greater again. I tried to explain working group led by British Marine, On arrival we were given a smart printed the dangers of catching the boating bug supported by the Broads Authority, Canal booklet – the structure of the material but, through discussion, soon identified and River Trust and VisitEngland. Tourism suggested it would lend itself to rapid who and what had kept me as an active South East delivers the course and progress and the course material was participant over the years. delegates can also opt to take a multiple- easy to read. However, much of the As we progressed through the day choice assessment to attain a City and learning through the day comes through Welcome Afloat directed us towards Guilds Level 2 Award in the Principles of discussion with the group and the broad the importance of making a good first Customer Service. experience in the room was compelling. impression and identifying customer As we all got our teeth stuck into the service opportunities where you can Broad appeal initial topics of attracting and retaining create that great first impact. It then At first glance you might assume Welcome customers, inspiring customers, making focused on how the behaviour of Afloat is targeted solely towards obvious a difference and meeting and exceeding individuals and a team can either make, or areas of boating tourism, such as the expectations, the hours slipped by rather break, a customer relationship. inland hire and passenger boat sectors. too easily. It is perhaps no coincidence that the However the course material offers good The training material is presented in teamwork section falls right in the centre- insights for any business that engages a very accessible book, with panels for fold of the course material. I could see with consumers. each delegate to make notes about their how many companies might benefit by Illustrating that point, delegates at the specific businesses and how they relate to getting their employees away for the day, course I attended included James Scowen, the material. Welcome Afloat challenges to examine together how their actions the proprietor of hotel boat operator you to think about why your business affect the reputation of the business Thames & Chilterns Holiday Cruises, appeals to visitors, what your customers positively, or otherwise. who hosts around 100 people each expect of you and who your competition Welcome Afloat touches on accessibility year, to Tassoula Florides of City Cruises is. Our group quickly recognised that the and environmental awareness. It then
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pp8-9_FINAL.indd 1 06/05/2016 19:43 rounds out the day’s advice with improvement. Should they be adopted, substantial sections on communication the very people who would have to put Next courses in its several forms, resolving challenging them in place would own the proposed The next available Welcome Afloat situations and promoting boating and changes, which should also give them a courses are 9 June in Edinburgh, 14 June your business. much greater chance of success. in Erskine, near Glasgow and 16 June The course material reminds delegates in Southampton. Cost per delegate for Six actions that “individual businesses and the British Marine members is £75 ex VAT. At the conclusion delegates are asked leisure marine sector as a whole face The City and Guilds assessment is £20. to list six actions to take to keep their fierce competition and need to work Contact Liv Whetmore on 01784 customers for life. Some might see hard to attract customers, ensure they 223631 or [email protected] this as a more suitable exercise for a have a really memorable experience and To book an in-house course or train business manager or proprietor. However encourage them to return again and a member of your staff to deliver the course material is aimed at staff again.” Welcome Afloat is a really useful the course, contact the Welcome to of all levels. I can see how a company new addition to the training programme, Excellence team at Tourism South could send employees on Welcome to assist British Marine members as they East. Call 023 8062 5533 or email Afloat and then hold a debrief on their seek to maintain and grow their share of [email protected] return to discuss and absorb ideas for tourism spend.
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pp8-9_FINAL.indd 2 06/05/2016 19:43 TAKE TEN CONSUMER
RIGHTSJonathan Hadley-Piggin provides 10 pointers to the requirements of the new Consumer Rights Act
The Consumer Rights Act include not meeting the statutory quality time for performance is not fixed). 2015 (CRA) came into standards, not conforming to the pre- Remedies include ‘repeat performance’ force on 1 October 2015. It contract information or is not delivered or – within a reasonable time, without 1 repealed most consumer- performed on time. significant consumer inconvenience, specific legislation including The Unfair at trader’s cost. Or a price reduction Contract Terms Act 1977 (UCTA), the Sale The CRA definition of if services are not performed within a of Goods Act 1979 (SOGA) and the Supply ‘goods’ is any tangible reasonable period (when the time is not of Goods and Services Act 1982 (SOGSA). moveable items. The implied fixed), if it is impossible to re-perform the So why the big change? Prior to 2015 5 terms of sale for goods service, if a repeat performance is not there were 100 pieces of consumer- remain similar to the SOGA – namely that requested by the consumer (under defined related legislation which caused some they have to be of satisfactory quality, fit circumstances), or if it is not performed in inconsistency and ambiguity. Legislation for purpose and as described. They must line with information given by the trader. was also struggling to keep pace with match a supplied sample, if applicable. technology and retail practice. The CRA treats unfair terms There are tiered remedies in a similar way to the As with previous consumer available to consumers UCTA but its scope extends legislation, the CRA applies under the CRA for goods 9 to ‘consumer notices’. to business to consumer 6 that do not conform: ‘Fairness’ replaces ‘reasonableness’ for 2 transactions, not business l short term right to reject (30 days); standard forms and negotiated contracts. to business. A ‘consumer’ is defined as l right to repair or replacement; A ‘consumer notice’ is one which relates an individual acting for purposes wholly l price reduction; to rights or obligations between a trader or mainly outside that individual’s trade, l final right to reject. and a consumer or which appears to business, craft or profession. The term In the first six months the refund is exclude or restrict a trader’s liability to the ‘trader’ replaces ‘seller’ in older legislation. reduced only if the purchase is a car. After consumer. An ‘unfair consumer notice’ is It is a person acting for purposes relating six months a refund may be reduced to one if, contrary to the requirement of good to that person’s trade, business, craft reflect the consumer’s use of the goods faith, it causes a significant imbalance in or profession, whether acting personally since delivery. the parties’ rights and obligations to the or through another person acting in the detriment of the consumer. trader’s name or on the trader’s behalf. ‘Digital content’ is defined as data produced and Clarity of terms is now The CRA introduces some supplied in digital form, important. A trader should significant changes to bring 7 including all content use transparent, legible, legislation up-to-date. accessible on digital devices. Under the 10 prominent, plain and 3 These include enhanced CRA it must be of satisfactory quality, fit intelligible language. consumer rights and remedies for defective for purpose and as described. goods and services, new consumer rights and remedies for digital content and new The CRA does not contain a About the author requirements for unfair terms in consumer definition of ‘services’. It Jonathan Hadley-Piggin is a solicitor and contracts and notices. does however reiterate a consultant at London-based commercial 8 requirement for ‘reasonable law firm and British Marine member A range of new definitions care and skill’ and introduces new Keystone Law. He works within the are included in the CRA. remedies for non-conforming services. firm’s shipping and marine department. Among them there Examples of non-conforming services Prior to joining, he served in the 4 is a concept of ‘non- include those not performed with merchant marine and in RN frigates and conforming’ which describes goods, digital reasonable care and skill, not performed nuclear submarines before leaving to content or services that do not conform to in-line with information given, or not pursue a career in law. the contract. Examples of non-conforming performed within a reasonable time (where
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pp10_FINAL.indd 1 06/05/2016 19:17 SPEAKER’S CORNER
he purpose of the UK Border Border Force some considerable time ago. Force is to secure the UK border. The We’ve got 100 field officers now that T Our organisation contributes to will work in the maritime networks. But the Home Secretary’s three strategic there’s that 11,000 miles of coastline, so objectives – countering terrorism, 11,0 0 0 they will need help. preventing crime and meeting We have embarked on a pilot with immigration challenges. the National Coastwatch Institute (NCI) We also facilitate legitimate trade and in Wales, Cornwall and Essex. NCI is travel, which is about 98 per cent of the mile providing us proactively with information massive amount of flow over the border that it believes will be of interest to us. comprising 20m containers and 250m We are developing a model to provide passengers. The point though is that two border digital portals through which maritime per cent of that total is a big number. British Marine Conference guest operators can provide information easily The risks to national security have never without over-burdensome controls, so we been as diverse and complex as they are speaker Sir Charles Montgomery, can analyse it and respond. The multi- now. We’re not doing enough to explain the director general of the agency National Maritime Information why you might be inconvenienced some Border Force, explains why he Centre has been opened in Portsmouth, times when travelling. Last month for run by the Border Force. example, we stopped three murderers and would like to engage more with We have this year achieved the national six rapists at Heathrow Airport. That does the UK maritime community record for Class A-C drug seizures in a not sound like many, but we would not single form. That’s 3.5 tonnes of cocaine have wanted those people in our country. with a street value of £0.5bn. Working I refer, weekly, about 140 people to with the National Crime Agency we also counter-terrorism police of which 10 took part in one of the largest seizures of per cent are taken seriously enough to firearms in the country. Both were in the trigger deeper examination. The Border maritime area. Force manages information about people At least one of the people that had travelling to and from the UK and they are been associated with the Paris attack tried monitored hours, and sometimes days, to cross into the UK using our maritime before they travel. border because they knew controls on the Around 14 people per month will be air border were more rigorous. offloaded from aircraft before they’ve Working together in the maritime even got to the UK. area is about collectively protecting our We’ve got 100 per cent data coverage security. This is a matter of national of the air sector, around 50 per cent on importance and I’m looking for help from rail, rather less on maritime. The model is the maritime sector. a layered one, with pre-checks and then For example, there has been an 100 per cent control at our borders. operation called Operation Kraken run The terrorist threat used to be about by the National Crime Agency with exploiting the fast moving environment of a telephone number for people to air travel, but now things have changed. call if they spot something (see www. Increasingly my focus has turned nationalcrimeagency.gov.uk/campaigns/project- to the maritime environment and our kraken). Kraken helps us to build a jigsaw of 11,000 miles of coastline. A 60-knot information into a bigger picture. RIB can reach the UK from Europe in 20 People quite often ask ‘what is minutes, the warning times are very small. suspicious?’ What we are interested in We enjoy the freedom of the sea, but are things that do not make sense to you, maritime is relatively unregulated and the such as unusual boat activity, people that pictures I have are pretty sketchy. want to pay large sums of cash for things, Maritime defences have to rely more or a man walking down a beach in a suit heavily on what happens at the border with a briefcase looking like he is waiting itself and in this day and age that’s offshore border protection and also to for something. not good enough. We’ve got to start strengthening our presence at maritime I’m not trying to pretend this is about strengthening advanced warning. ports. We’re doing a lot to jointly develop a 100 per cent ring of steel around the The Government issued recently its our deep offshore capability to intervene maritime border. No liberal democracy strategic defence and security review, out to our 200-mile limit. would want that level of control over which contains a lot about maritime. We’re creating a new force of coastal freedom of movement of its citizens. But The Border Force is committed to work cutters and fast inshore raiding boats. it is about making a sufficient impact on much more closely with Royal Navy on This is a capability that was lost to the criminality, terrorism and immigration.
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pp11_FINAL.indd 1 06/05/2016 19:36 MEMBER CASE STUDY SHIP SH APE Peters & May is growing as fast as it has ever done in four decades. British Marine magazine visited its Eastleigh headquarters to find out how and why
t’s been a busy couple of years specialist cargo such as aircraft, classic restructured and rebranded to emphasise in terms of the development cars, plant and machinery, as well as that its speciality is ‘bespoke logistics’. It “I and expansion of the business,” containerised freight and other shipments. now offers one point of contact, for the states group finance and commercial Activities also include a courier business, smallest parcel to the largest superyacht, director, Paul Tate. “We’ve opened Corporate Express Couriers. something that works well in a market new offices in France, Italy, Germany, So what is the main ingredient behind where a boat owner might have many Shanghai and a second in Spain, moved the company’s growth? “We work in a interests and will happily trust a proven the Hong Kong office and relocated our competitive market and therefore see the service to manage all requirements. US operation from Chicago to Florida. importance of adding value to what we Its activities are now marketed under We’ve also invested over £1m in shipping do by offering a bespoke, class-leading several Peters & May brands – Marine cradles, lifting gear and IT systems. service,” CEO David Holley explains. “The (global boat transport and masts), “There has been a lot of positive Peters & May Group has evolved and Superyacht (superyacht transport change, including the merger of our two expanded over the past six years, but and support services), Commercial companies, Peters & May Global Logistics we’ve managed to keep our mentality (commercial transport, project cargo, and Peters & May Marine. This move made the same. Clients working with us get workboats and offshore equipment), ultimate sense and enables us to provide the benefits of a large-scale organisation Forwarding (freight forwarding and our customers with one entity to look while receiving the same reliability and warehousing), Automotive (aircraft, after all of their shipping needs, whatever level of service you would expect from a helicopters, cars, trucks, buses and plant they might be.” family-run business.” machinery) and Racing (motorsport). Peters & May chooses to part-charter On our visit it was immediately obvious Origins for the majority of vessel shipments; that building and keeping a great team is Founded in 1973, Peters & May started an arrangement judged more flexible a key part of Peters & May’s success. We taking marine-related enquiries in the and cost-effective. It does however kept asking – how do they achieve that? early 1980s. The company was contracted fully control key operational areas and to provide logistic support for a growing equipment used. The company has Recruitment by referral number of global yachting events, grown a team of in-house loadmasters Public relations manager Joshua Flavell including the Whitbread Round The World who attend to that most precious of any joined the company 19 months ago from Race and the America’s Cup. Driven by cargoes – owners’ boats – by offering a a background as a brokerage business reputation, it was soon working with high level of personalised service. owner, boatbuilding and freelance leisure boatbuilders who were expanding A Peters & May loadmaster will act as professional sailor. “A lot of the people into new markets too, including Princess an advisor to the skipper or owner prior to that are recruited into Peters & May are Yachts, Sunseeker International, Fairline a shipment and then during the loading. referred by existing staff,” he explains. It’s Boats and Sealine, as well as a growing The same loadmaster will utilise the a friends and family environment where number of private owners. company’s own specialist lifting gear and the people that come in usually know at A management buyout of Peters & cradles, supervise the positioning of that least one person within the company. If May in 1989 was followed by its takeover equipment, direct the crane and check you have been recommended in this way, by the private investment company, the that everything is secure and lashed to you don’t want to let people down. Constantine Group, in 2005. Constantine the loading plan. Then they, or a well- “The Peters & May attitude also comes has remained as a long-term investor and briefed company substitute, will fly to from the management team. Our CEO strong financial partner since then. meet the boat at its off-loading port and Dave Holley is very enthusiastic and Turnover in the last financial year was reverse the procedure. knows the jobs that people do, having over £42m and headcount rose by 11 per worked at the coalface across the globe. cent to 73 employees in the 2015. The Restructure He’s very approachable and staff feel company, headquartered in Southampton, Until recently Peters & May used to keep that they can go to him with an idea. He has nine wholly-owned offices globally its general forwarding and specialist listens to clients and employees. We look and transports around 4000 boats and marine shipment businesses separated, to develop the people we have rather than superyachts annually. It also moves but from 1 January of this year it constantly looking for new people.”
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pp12-13_FINAL.indd 1 06/05/2016 19:29 Union Customs Code At the time of our visit, Peters & May’s customs expert, Simon Beck, explained there are major changes afoot in the EU regarding the new Union Customs Code which replaces the Community Customs Code on 1 May 2016. This European-wide legislation will impact all UK businesses involved in global trade in goods. To summarise:
Financial guarantee required Any UK company operating a customs authorised duty relief or suspension regime (such as customs warehousing or inward processing), will need to provide a financial guarantee to cover the annual amount of potential duty that could be due. This requirement does not exist in the UK today.
Guarantee waivers Guarantee waivers will be introduced, but only for those businesses that fulfil the criteria for Authorised Economic Operator (AEO). This is a supply chain security accreditation, approved by customs. It can The company offers a number of take six months or more to obtain AEO employee benefits, including a voluntary authorisation, so this should be considered social fund and a profit share scheme. It as soon as possible. also gives back in a number of ways, from sponsorship and support of ultra high- Customs valuation changes speed H1 Unlimited hydroplanes in the The basis of customs valuation will also US, to its Pink Lashings initiative in aid of change, with the removal of the current the Breast Cancer Clinical Trials charity. provision that allows an importer to attest Connections with H1 also led to to the value of an earlier sale in a chain of openings within motor sports. “There’s sales leading to import. Instead, customs Opposite page: Peters & May an efficient way of doing time sensitive CEO David Holley. This page valuation will be based on the final sale temporary imports,” Josh observes. clockwise from top: long-standing before import. This change could increase “If it’s done wrong, it can have larger employee David Humphrey customs duty costs significantly. moving one of several batches of consequences than just a delay.” shipping cradles in preparation for “Getting it right applies to everything despatch to the docks on the day Use of an EORI number. we do. If you provide poor service, you of our visit. Peters & May owns An EORI number relates to the Economic a wide range of specialist lifting are not going to be recommended or gear designed and made for its Operation Registration and Identification used. For example, we were shipping a purposes. The open plan office Scheme which provides a reference boat to Australia – the anchor and chain at the Eastleigh headquarters number which is unique to the operator manages all of Peters & May’s locker was muddy and there are strict integrated logistics operations. across the EU. If you are involved in rules in the destination country about Public relations manager Josh customs activities, you will need an EORI. contamination. The usual person that Flavell. Slings and shackles – scenes from just one of the cleans boats for us wasn’t able to attend company’s stores in its Eastleigh For further information, visit the HMRC at in time. Our Peters & May team member yard and warehouse. www.gov.uk/guidance/introduction-of-the-union- in charge of the shipment went down customs-code-ucc, read the expanded Peters on a very cold day to ensure the mud & May guidance at www.petersandmay.com/ was removed so there were no issues on news/the-ucc-you-what-you-should-know or arrival – the client was ecstatic. contact Simon Beck at Peters & May on “If you look after a customer that well, 02380 480501 or [email protected] they don’t want to go anywhere else.”
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pp12-13_FINAL.indd 2 06/05/2016 19:29 VIEWPOINT MAKING IT PERSONAL Geoff Langston, from GL connects, challenges businesses to focus on personalised approaches to customer relationships
believe that, in life, things tend to services that you or trusted partners can go in circles. The words we use may provide them with, based on information I change, but the intentions remain you have gathered; the same. l personalised tours of your facility, or Businesses have always wanted to local area, providing insights into attract and retain customers. It is the products or services that will add value language that has changed. We used to to your customer’s visit; talk about ‘providing customer service’; l inviting customers to selected, unique, then we focused on ‘delivering customer limited attendee events to make them satisfaction’. Now we have the buzz phrase feel extra special. of ‘providing your customers with an If you wish to invest in technology, there amazing experience’. At the heart of these are numerous quick-win ideas available. statements the constant is personal and For example, data can be gathered that will memorable customer service. enable you to send personalised messages Clearly, the cost of your product or to your customers offering products service has a part to play in attracting and services that link directly into their business. However, as Dominic Smulders preferences. You can learn about these of TBS Boats articulated very well in his through multiple touch-points – such as British Marine magazine article last year visits to your website, recording interest (see British Marine Summer 2015 p14), you will be able to really understand they have shown in specific products or price becomes secondary in a long-term how you can impact your customers services, feedback from a free download or relationship with your customer. on an individual basis and personalise their responses to gift offers. Providing a consistently amazing their experience via your products and So, what will you do differently as a experience for your customers involves a services. This approach of mapping result of reading this article? deep understanding of their journey with enables your organisation to develop a We highly recommend that you write you, from the initial interaction, to the long lasting emotional relationship with something down right now that you believe moment they make a first purchase and your customers. This is likely to result will help you grow your business by taking then beyond. in them not only returning to you, but a personalised approach to the relationship The reason I commenced this article by also recommending your business to you have with your customers. Ensure saying that things go around in circles is colleagues, friends and family. that your idea is crystal clear, including the that most service providers in the 1950s In this world of speed and technology, benefits for your business, your team and knew their customers intimately – their many of the approaches taken by your customer, put some challenging time- likes, dislikes and preferences. They organisations towards personalisation are scales for implementation and identify how used this information to build long-term tech-based. However, there are many ways you are going to measure success. relationships. Much of the way this was you can really get to know your customers Now, have fun making it happen! delivered was instinctive and bespoke. and add value with little or no investment. Now we have techniques to assist with Examples we have come across when providing consistently good customer working with our clients include: About the author experiences. These include ‘customer l filming customers’ boats as they are GL connects is a member of British Marine, journey mapping’ (literally developing a lifted out of the water and offering the TYHA, British Marine Thames Valley map of your customers’ journeys with you) video on a complementary basis. This and Geoff serves on the Marine Trades and understanding your ‘customer touch- provides a record of the care you have committee. Both he and his business points’ – the ways in which a customer taken as well as indicating what the partner Gita are experts in supporting connects with your organisation through boat hull looks like, opening chances to leisure marine businesses to grow through face-to-face, email, telephone, signage at discuss other services that you can offer; the development of their people. Find out your sites, your website, and so on. l personalised welcome letters to more at www.glconnects.com As a result of customer journey mapping, new customers with information about
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pp14_Viewpoint_FINAL.indd 1 06/05/2016 19:34 MEET THE TEAM
Ross Wombwell technical manager
he director of the film overseas as backstage crew. We visited “ Longitude kept shouting ‘lean Taiwan, Japan, Singapore, China, Turkey, T further out.’ I thought, you are Luxembourg and even played in the joking! I am 100ft above the deck on the Kremlin Theatre in Moscow.” t’gallant, barefoot, in costume.” Tour completed, Ross joined British It was typical of Ross Wombwell’s Marine as a technical executive, experience that he might find himself specialising in the Recreational Craft up a mast shouting land ahoy! Or Directive (RCD) and also, through playing a dead soldier on a beach, when being a Maritime & Coastguard Agency working with the historic tall ships Earl (MCA) coding inspector and advanced of Pembroke, Phoenix and Kaskelot, at powerboat instructor, focusing on small Charlestown Harbour in his native county commercial as well. of Cornwall. “I learned a huge amount,” Ross says. Employed to drive the safety boat, but “The breadth of knowledge required is involved in the maintenance of the ships, phenomenal. When Andrew Thomas it was a year in which he added the commenced a new role elsewhere experience of wooden boat construction I helped out on the large yacht and implemented into UK law by the MCA to an already growing range of skills superyacht areas as well. Then, when through merchant shipping regulations. gained at a watersports and diving Udo Kleinitz became secretary general of We have to read through the documents, centre in the Mediterranean for the two see who it will affect and put draft seasons prior, his first job out of college. documents out to seek comment from Ross left Charlestown to return to It’s fantastic to be in members. If the response is low, we pick the Med as an advanced powerboat the phone up to check feedback. Then instructor and commercial diver, before a place where you can help we condense it all into a trade response. running a diveboat out of Exmouth in people and influence the “We have a new consultations page Devon. Aged 24, he then resumed his on the website (see britishmarine.co.uk/ education and entered Southampton industry Services/Business-Support/Technical-Support/ Institute (now Southampton Solent Consultations) to highlight the many things University) to take a degree in yacht ICOMIA, I applied and was appointed as that we are dealing with. manufacturing and surveying. the technical manager in July last year. “Being able to call on members to The network of contacts resulting from “In the Technical department we have assist with the drafting and consultation those days remains very important, 15 two main mission statements – to offer process is vital to us. It’s something years later. “I now work with my lecturers guidance and to offer representation. we want to develop more. I was self- when attending technical meetings,” It’s been a huge learning curve. In this employed before I joined British Marine Ross says, “and it’s also incredible how role you not only need to be familiar and know how hard it is for members many of the students from my year with the technical requirements for each to give us their time, but I cannot are in the industry. For example the specific sector, but also maintain a good emphasise enough how important it is Superyacht UK Technical Group, which level of overriding knowledge. You move because they are the ones dealing with I chair, contains five classmates and I from dealing with the day-to-day detail regulations day-to-day. also meet others that work in marine to stepping up to deal with government “I’m currently the chairman of British companies around the globe.” ministers and chief executives of various Standards Institute Committee for small Following graduation, Ross took agencies. You must maintain a high level craft standards that includes small commercial skipper roles on larger motor network and need to know who to call. commercial as well as leisure. We have yachts, mostly Fairlines and Sunseekers, “You also need to watch for non- great representation on there already prior to becoming a marine surveyor in marine specific rules and regulations that but I am interested to hear from other Menorca. He soon found himself flying to might affect the industry. members who would be prepared to all parts of the Mediterranean to conduct “The latest one we are looking at is assist us to bring about positive changes. insurance assessments. a new EMF (Electro Magnetic Force) “This work with members is just one “I worked for around nine years as a Directive with an impetus for employers of many aspects I like about my role. I’ve surveyor, but then wanted a sabbatical,” to be aware of the levels of risk to staff been in the industry since I was 18 and Ross recalls. “A friend of mine was the from strong electromagnetic fields, such absolutely love it. It’s fantastic to be in technical director for the musical Notre- as from a radar or large generator. a place where you can help people and Dame de Paris and offered a role to tour “The EMF Directive is being influence the industry.”
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