b'FOGHORN is a monthly publication of thePassenger Vessel Association. Copyright 2019.All rights reserved.PRESIDENTBob Lawler, Boston Duck Tours, Boston, MAVICE PRESIDENTBob Bijur, Island Queen Cruises, Miami, FLSECRETARY/TREASURERColleen Stephens, Stan Stephens Glacier and Wildlife Cruises, Valdez, AKBOARD MEMBERSRichard Davison, Paradise Cruise Ltd., Honolulu, HIJed Dixon, North Carolina Department ofVolume 18, Number 10NOVEMBER 2019Transportation - Ferry Division, Manns Harbor, NCJim DeSimone, Staten Island Ferry, Staten Island, NYSteve Jones, Gateway Clipper Fleet, Pittsburgh, PA FOGHORN Focus:John Loke, Entertainment Cruises, Alexandria, VA CUSTOMER Patrick Murphy, Blue and Gold Fleet,San Francisco, CAAlison Nolan, Boston Harbor Cruises, Boston, MA SERVICEHoyt Purinton, Washington Island Ferry Line,Washington, Island, WIJim Swindler, Golden Gate Bridge, Highway and Transportation District, San Francisco, CA 6 Raising the Bar on Customer ServiceASSOCIATE MEMBER REPRESENTATIVE More than ever, customers expect great Rob McMahon, Pinnacle Marine Corporation, service. Are you going above and beyond Stoddard, WI expectations? Heres why you should train PAST PRESIDENTS employees to raise the bar higher. Gus Gaspardo, Padelford Packet Boat Co., About the Cover Saint Paul, MN14Hearing a Great Sightseeing Cruise:The Spirit of Ethan Allen, Jeff Whitaker, Hudson River Cruises, Inc., Reinventing the Ancient Art which offers tours of Lake Kingston, NY of Storytelling for Better Champlain, is a recent Margo Marks, Charlevoix, MI Customer Experiences recipient of a substantial EXECUTIVE DIRECTOR Two PVA members are working togethergrant. Story, page 37. John R. Groundwater to create memorable narrations aboardPhotoJenna Brisson.LEGISLATIVE DIRECTOR sightseeing cruises to enhance customerColumnsEdmund Welch experiences.4 Presidents LetterREGULATORY AFFAIRS CONSULTANTPeter Lauridsen 18 Whats New in Tampa? 5 ExecutiveDIRECTOR OF FINANCE Tampa is changing for the better. Troy MantheyDirectors LetterLeslie Kagarise invites PVA members back to this delightful22Foundation NewsDIRECTOR, PUBLIC AFFAIRS Florida city for the PVA Annual Convention26Regulatory ReportAND DEVELOPMENT at MariTrends 2020 and enjoy all the new28How PVA Benefits YouJennifer Wilk attractions in town. 29PVA CalendarDIRECTOR OF REGULATORY AFFAIRSAND RISK MANAGEMENT 37Reading Your FOGHORN 33PVA WelcomesEric Christensen Pays Big Dividends New MembersMANAGER, SPECIAL PROJECTS Mike Shea is a avid FOGHORN reader and30Safety MattersZackery Reed the day he read about a grant program in34Legislative ReportGENERAL COUNSEL the magazine, he took action. His operation38NewswireSteven Bers, Whiteford, Taylor and Preston is now the recipient of a significant engine40Member NewsEDITORIAL OFFICES repower grant. 42Advertisers IndexManaging Editor: Karen Rainbolt pvafoghorn@aol.com 2771 Houston Dr., Los Osos, CA 93402 TEL: (571) 388-7752 PRINTED WITHCONTRIBUTING EDITOR: SOY INKRichard Purinton: richard@wisferry.com Washington Island Ferry Line, Washington Island, WIADVERTISING AND BUSINESS OFFICES PASSENGER VESSEL ASSOCIATIONPublisher: Peter Philips, peter@philipspublishing.com tel: 1 (800) 807-8360fax: (703) 518-5151pvainfo@passengervessel.comADVERTISING SALES: FOGHORN (USPS Number 023-702) is published monthly except combined January/February by Philips Bill Forslund: bill@philipspublishing.com Publishing LLC, 4257 24th Avenue W, Seattle WA 98199. Periodicals postage paid at Seattle, WA and 4257 24th Avenue W, Seattle, WA 98199at additional mailing offices. POSTMASTER: Send address changes to FOGHORN, c/o Passenger TEL: (206) 284-8285 FAX: (206) 284-0391 Vessel Association, 103 Oronoco Street, Suite 200, Alexandria, VA 22314. Copyright 2019 by the www.philipspublishing.com Passenger Vessel Association. All rights reserved. No part of this publication may be reproduced without the written consent of the Passenger Vessel Association.NOVEMBER 2019FOGHORN 3'