PASSENGER VESSEL ASSOCIATION tel: 1 (800) 807-8360 • fax: (703) 518-5151 • pvainfo@passengervessel.com NOVEMBER 2017 • FOGHORN 3 Volume 16, Number 09 NOVEMBER 2017 FOGHORN (USPS Number 023-702) is published monthly except combined January/February by Philips Publishing LLC, 4257 24th Avenue W, 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 2017 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 is a monthly publication of the Passenger Vessel Association. Copyright 2017. All rights reserved. President – Jeff Whitaker, Hudson River Cruises, Inc., Kingston, NY Vice President – Gus Gaspardo, Padelford Packet Boat Co., Saint Paul, MN Secretary/Treasurer – Bob Lawler, Boston Duck Tours, Boston, MA 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 Alison Nolan, Boston Harbor Cruises, Boston, MA Hoyt Purinton, Washington Island Ferry Line, Washington Island, WI 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 Margo Marks, Beaver Island Boat Company, Charlevoix, MI Dave Anderson, Fire Island Ferries, Bay Shore, NY Terri Bernstein, B.B. Riverboats, Newport, KY 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 4257 24th Avenue W, Seattle, WA 98199 tel: (206) 284-8285 fax: (206) 284-0391 www.philipspublishing.com FOGHORN Focus: Customer Service About the Cover Potomac Riverboat Company, operated by Entertainment Cruises, has received two new water taxis for service around the Washington, DC metro area. Built by PVA Associate member Metal Shark, each water taxi carries up to 149 passengers. Story on page 36. 6 Offering Exceptional Customer Service Benefits Everyone, Including the Operation When it comes to customer service, Boston Duck Tours goes above and beyond in order to serve its passengers and the community at large. 10 Boat Ride Eclipses Expectations for Solar Phenomenon Tom Dunn reports on how Gateway Arch Riverboats was able to offer a once-in-a-lifetime cruise for 160 lucky passengers. 14 Uniting Two Destinations as One Benefits Both Tourism is important to two Wisconsin communities, so creating a unified marketing plan benefits both. Michael Collins explains. 20 Attending Professional Education Events Is a Business Investment Do you know that sending workers to professional educational events benefits the employee and the employer? Professional development aids worker retention, increases job satisfaction, and makes the company appealing to current and prospective employees. Columns 4 President’s Letter 5 Executive Director’s Letter 19 New Members 20 Convention Report 24 Regulatory Report 26 How PVA Benefits You 28 Legislative Report 31 Safety Matters 34 Member News 37 PVA Calendar 38 Advertisers’ Index