Running a marina means you are not only taking care of boats but also taking care of the people who own them. Most customers are friendly and easygoing, but there are times when frustrations arise. Maybe a slip is not ready when expected, a boat repair takes longer than planned, or bad weather interferes with someone’s day on the water. No matter what the issue is, upset customers need to feel heard, respected, and valued. How you handle these moments can make all the difference in whether someone decides to stay loyal to your marina or take their business elsewhere. Here at TopSide Marinas, we are here to help you keep your customers and keep them happy.
Listen First Without Interrupting
When a customer approaches you upset, the best first step is to simply listen. Do not interrupt or try to explain right away. Most people just want the chance to share what is bothering them. Nodding, keeping eye contact, and letting them finish before you respond shows respect. Listening closely also helps you gather the full picture so you can better understand the problem.
Stay Calm and Positive
Even if a customer is raising their voice, it is important to remain calm. Getting defensive or showing frustration will only make things worse. A calm and positive tone helps bring the energy of the conversation down. Customers often mirror the behavior of the person they are speaking with, so staying steady helps deescalate the situation.
Acknowledge Their Feelings
Sometimes what customers need most is to know that you understand how they feel. Saying something like “I can see why that would be frustrating” goes a long way. Even if the issue was out of your control, showing empathy can soften anger and open the door to solutions. Validation does not mean you are admitting fault, it simply means you respect their perspective.
Offer Clear Solutions
Once you know the issue, focus on what can be done to fix it. For example, if a customer’s slip was double booked, explain how you will immediately find them another space and assist with the move. If their boat repair is delayed, give a clear timeline and offer to provide updates along the way. People appreciate honesty and clarity. Even if the solution is not perfect, knowing you are actively working on it builds trust.
Communicate Early and Often
One way to reduce upset customers in the first place is to be proactive with communication. If storms are coming and dock access will be limited, send out an email or text alert in advance. If you know a repair is taking longer than planned, call the customer before they have to call you. Keeping people updated helps prevent surprises, which are often the root of frustration.
Train Your Team to Respond Well
At a marina, customers may interact with dockhands, office staff, mechanics, and other team members. Everyone should know how to respond politely and professionally when someone is upset. Training your staff to listen, show empathy, and provide solutions ensures customers get the same positive response no matter who they speak with. A united team approach creates consistency and builds confidence in your marina.
Examples of Common Marina Issues And How to Handle Them
Slip Availability Problems
If a customer shows up and their slip is not ready, apologize and act quickly to fix the issue. Walk them to another available spot yourself if needed and help with docking. A little extra effort makes them feel taken care of.
Maintenance Delays
Boat repairs and maintenance can take longer than expected. Customers may be frustrated if their boat is not ready for a planned trip. Be upfront about timelines and, if possible, offer small perks like a fuel discount or free pump-out as a gesture of goodwill while they wait.
Weather-Related Closures
Bad weather can shut down marina services or events. While you cannot control the weather, you can control how you communicate about it. Keep updates frequent and clear. Customers appreciate when you prioritize their safety and let them know exactly what to expect.
Billing Confusion
Mistakes or misunderstandings with billing can upset customers quickly. Take time to review charges carefully with them. Explain clearly, fix any errors right away, and thank them for bringing the concern to your attention. Staying transparent keeps financial trust strong.
Noise Complaints
Sometimes boaters are frustrated with other marina guests making too much noise or taking up too much space. Handle these complaints respectfully and discreetly. Speak with the parties involved without placing blame and remind everyone of marina rules in a friendly way. This shows customers you care about their comfort and community atmosphere.
Follow Up After the Problem is Resolved
After fixing an issue, take the extra step to follow up. A quick phone call, email, or in-person check-in shows the customer that their satisfaction matters to you beyond the moment of conflict. This small gesture can turn a negative experience into a positive memory of how well you handled things.
Turn Problems into Opportunities
While no one wants upset customers, every issue is an opportunity to show how strong your customer service really is. Many marinas lose customers not because of problems themselves, but because of how those problems are handled. A professional and caring response can build deeper loyalty than if nothing had gone wrong at all.
Handling upset customers is part of running any marina, but with patience, empathy, and clear solutions, you can turn challenges into chances to strengthen relationships. When boaters feel respected and supported, they are more likely to keep their boats at your marina, recommend you to friends, and return season after season. A calm approach, honest communication, and thoughtful follow-up can make all the difference in creating a customer experience that keeps your marina thriving.
Quick Tips Checklist for Handling Upset Customers
- Listen fully before responding
- Stay calm and keep a positive tone
- Acknowledge the customer’s feelings
- Offer clear and honest solutions
- Communicate early and often
- Train all staff in customer care
- Address common issues quickly and fairly
- Follow up after the problem is resolved
The mission of TopSide Marinas is to foster a high-quality environment where our members and guests can create lifelong memories, relax, enjoy life, and be healthy. Contact us today to let us help your marina thrive, too.