Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 3218 NOVEMBER 2016 • FOGHORN BUSINESSMATTERS 2570 Beverly Dr. #128, Aurora, IL 60502 T 630.236.3500 CENTA Power trAnsmIssIon LeADIng By InnovAtIon • USA based production • Over 20 unique designs • Over 16 million sold • Torsional vibration experts Trust CENTA – The Global Innovator Since 1970 CENTALINK Carbon Fiber Driveshafts Innovative flexible couplings for marine applications As a leader in passenger vessel design, stability assessments and refurbishments, our vessels are not only beautiful, they’re also safe and efficient to operate while producing maximum profitability for owners. To bring Jensen on board for your next passenger vessel design or build, contact us at 206.332.8090 or visit our website at jensenmaritime.com. Passenger Vessel Designs: OPtimizeD fOr PrOfitability A friend of mine told me that in a start-up, if you could do eight things wrong, he’d do 12. Twenty years ago I was in that spot where everything was going wrong for my company. The ship had massive construction overruns and was delivered three months late, smack in the middle of the season. We wore out our customers by moving event dates before the first cruise, and managed to lose seven figures in that inaugural season. Yet, in the midst of this cascade of bad news, our owner counseled me daily to wow our customers on each cruise. He said that over time, all would be forgotten with superior customer service. Years later, I took over another bad start-up. They had succumbed to the inevitable pressure of cutting costs, and were rewarded with lukewarm customer feedback. We all know restau- rants that got off to a mediocre start and couldn’t recover. In this case, it took seven years of incredible hard work to rebuild that operation’s reputation to the level we expected. We were lucky to survive not doing it right at the start. Great customer service is anchored by a strong service system. Recently, I was creating a service system with a race team organization that competes at the highest levels, with over 150 engineers and another 100 highly skilled mechanics and technicians. The owner started it as a hobby, and figured out how to make it fantasti- cally successful, just he did with the cruise line mentioned above. We held a seminar to craft the service system that was missing from their winning Keys to Customer Service By Bob Shaw organization, and I was increasingly apologetic as so many examples were from the hospitality business. Finally, a key leader interrupted my apologies to point out that superior customer service in the hospitality industry also applied to the car racing industry as illustrations of teamwork, excellence, and attention to detail. We went on to roll out the service system under new leadership, to an en- thusiastic team response. Let’s examine other elements of great customer service. Remember – we aren’t in the business of selling boat rides, meals, en- tertainment, service or amazing skyline vistas. We create memories, or amazing experiences. How do we perfect those special moments for our guests? Use the concept of the “internal” guest. If two teammates are bickering, how can an “external” guest remain unaffected by the bad vibes? How can we be sure to have each other’s back in