Outstanding Customer Service - Gillan Marine

[kbh]

I have lurked here for a long time and have never bothered to register. I have now registered in order to share the following experience:

For Mother's Day weekend, I brought the family up to the lake for a long weekend and the maiden voyage of our new (new to us) boat that we purchased over the winter in a private sale.

Before launching I had the boat fully serviced and detailed at the marina where I have stored and serviced my previous boat/s for the past 12 years. I then had the Marina launch the boat and dock it in the slip I had rented from them for the coming 2012 season.

After arriving at the lake we spent a few hours just cruising, then gased up as the gas gauge was reading 1/4 tank. The boat didnt take alot of gas before the attendant said it was full, I was confused as it should have taken much more gas. We tried again, but it seemed full. The gas guage read 1/2 tank, I just assumed the gas guage was wrong. We spent the rest of the day on the lake before docking for the night.

The next day we went to Alton Bay for Pop's fried clams, on the way back up Alton Bay we ran out of gas... I called my marina (the same marine I have used for 12 years, they know me by name) and told them of my predicament -- out of gas in the mouth of Alton Bay, wind picking up and water getting rough, wife and kids on-board to include an infant. I was anchored and the anchor seemed to be holding so I wasnt too worried, yet...

After calling my marine, I was told they had no way to get to me or help. They did offer to call a couple of places and said they would call me back. After waiting for 20 minutes or so, I called back and was told that they couldn't find anything and suggested I try calling other marinas, good bye...

Seriously, thats the best you can do after 12 years of summer docking, winter storage and maintenance of two boats???

In any case, I googled Alton Bay marina on my phone and found Gillan Marine. I called and advised them of my predicament. What a difference in response from this marina that had never heard of me before and never done business with me. The owner rounded up two of his workers, found some gas (they dont have gas docks) and within 20 minutes I had two guys pulling up next to me with 10 gallons of gas. Saved by Gillan marine, and they just earned a new customer!

The story doesn't end quite there, I later recived a call from the owner of Gillan Marine just checking in with me to make sure I had got back to my dock and all was well -- wow, I was impressed!

My marina -- for all they knew, I was still in the middle of the lake with my family on-board as I didn't receive a check-in call from them...

Thanks Gillan Marine! You have top notch customer service, I hope you have a great season, I will be back!