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 32PASSENGER VESSEL ASSOCIATION tel: 1 (800) 807-8360 • fax: (703) 518-5151 • pvainfo@passengervessel.com 6 Q&A with Ben Bernstein: How to Gauge Customer Satisfaction and What to Do with the Information Ben Bernstein analyzes customer data to assess satisfaction levels. What has he learned and how can his information help you? 10 The Goosebump Effect: The Art of Designing Experiences Exceeding customer expectations starts by providing exceptional experiences. Dawn Rainbolt reports on the art of designing experiences that result in excellent feedback. 18 Keys to Customer Service Bob Shaw draws from his extensive experience to offer up his keys to superior customer service. About the Cover BB Riverboats has operated on the Ohio River in the Greater Cincinnati area since 1980 and offers dining and sightseeing cruises. Columns 4 President’s Letter 5 Executive Director’s Letter 18 Business Matters 20 Regulatory Report 22 New Members 23 Legislative Report 26 How PVA Benefits You 27 PVA Calendar 28 Safety Matters 30 Member News 30 Advertiser’s Index NOVEMBER 2016 • FOGHORN 3 Volume 15, Number 10 NOVEMBER 2016 FOGHORN (USPS Number 023-702) is published monthly except combined January/February by Philips Publishing LLC, 2201 West Commodore Way, Seattle WA 98199. Periodicals postage paid at Seattle, WA and at additional mailing offices. POSTMASTER: Send address changes to FOGHORN, c/o Passenger Vessel Association, 103 Oronoco Street, Suite 200, Alexandria, VA 22314. Copyright 2016 by the Passenger Vessel Association. All rights reserved. No part of this publication may be reproduced without the written consent of the Passenger Vessel Association. PRINTED WITH SOY INK FOGHORN Focus: FOGHORN is a monthly publication of the Passenger Vessel Association. Copyright 2016. All rights reserved. President – Margo Marks, Beaver Island Boat Company, Charlevoix, MI Vice President – Jeff Whitaker, Hudson River Cruises, Inc., Kingston, NY Secretary/Treasurer – Gus Gaspardo, Padelford Packet Boat Co., Saint Paul, MN Board Members Bob Bijur, Island Queen Cruises, Miami, FL Chip Collopy, Shoreline Marine Company, Chicago, IL Richard Davison, Star of Honolulu Cruises and Events, Honolulu, HI Jim DeSimone, Staten Island Ferry, Staten Island, NY Bob Lawler, Entertainment Cruises, Boston, MA Alison Nolan, Boston Harbor Cruises, Boston, MA Bob Scribner, Charleston Harbor Tours/Schooner Pride, Charleston, SC Colleen Stephens, Stan Stephens Glacier and Wildlife Cruises, Valdez, AK Jim Swindler, Golden Gate Bridge, Highway and Transportation District, San Francisco, CA Associate Member Representative Carl J. Micu, John Deere Power Systems, Waterloo, IA Past Presidents Dave Anderson, Fire Island Ferries, Bay Shore, NY Terri Bernstein, B.B. Riverboats, Newport, KY Carolyn Horgan, Blue and Gold Fleet, San Francisco, CA Executive Director John R. Groundwater Legislative Director Edmund Welch Regulatory Affairs Consultant Peter Lauridsen Director of Finance Leslie Kagarise Director, Public Affairs and Development Jennifer Wilk Director of Regulatory Affairs and Risk Management Eric Christensen General Counsel Steven Bers, Whiteford, Taylor and Preston Editorial Offices Managing Editor: Karen Rainbolt pvafoghorn@aol.com 2771 Houston Dr. Los Osos, CA 93402 tel: (571) 388-7752 Contributing Editor: Richard Purinton richard@wisferry.com Washington Island Ferry Line Washington Island, WI Advertising and Business Offices Publisher: Peter Philips peter@philipspublishing.com Advertising Sales: Bill Forslund bill@ philipspublishing.com 2201 West Commodore Way, Seattle, WA 98199 tel: (206) 284-8285 fax: (206) 284-0391 www.philipspublishing.com Customer Service