4 NOVEMBER 2017 • FOGHORN November is a Busy Month for PVA What is customer service? I suppose if you asked 10 people that question you could very well end up with 10 different responses. My answer has sometimes been, “getting the same number of passengers that I left with back to the dock in the same shape that they left.” I know it’s a simplis- tic answer. Obviously, there is much more to it. Were they happier when they left than when they arrived? How were they treated? What did they see and what didn’t they see? Would they come again and what would they tell others? These are all subjects that we, and anyone that deals with the public, are faced with daily. This edition of FOGHORN is dedicated to customer service with articles to enlighten us. Upcoming Meetings PVA has two region meetings this month. As you are reading this the Rivers Region, hosted by Padelford Packet Boat Company just concluded its meeting in St. Paul, MN. On November 8-10, the combined Great Lakes, Original Colonies and the Canadian Passenger Vessel Association are meeting in Ontario, Canada. Both will feature presentations on hot topic items including sharing the waterways and illegal charters of which many of our members have voiced concerns. There will also be legislative, regulatory and employment law updates. PVA’s Jen Wilk will make a presentation titled, Knowing Your Revised Alternative Security Program, which will be helpful to those members revising their ASP to reflect the latest changes to this living document that continues to evolve as needed to keep up with our changing maritime security environment. All the PVA Regional Meetings and the PVA Annual Convention at MariTrends would not be possible without the continued strong support of our Associate members who understand and are committed to our industry and to the Association. We thank them all! Stormy Weather Multiple hurricanes have devastated the Gulf, the Southeast and the Caribbean. No matter how strong things are built and what preparations are in place, Mother Nature can be a brutal taskmaster. Many locali- ties are faced with shortages of food, potable water and medical supplies and the very real prospect of not having electricity for months to come. Members have been impacted in varying degrees. We hope that all are safe and can resume normal life and the pursuit of a live- lihood as soon as possible. Great Lakes Last month, Sandy Henne and I had the opportunity to travel to Michigan’s Upper Peninsula. It was interesting seeing a part of the country I’ve never been to before. One day took us to Sault St. Marie and the Soo Locks located on the St. Mary’s River and joining Lake Superior to Lake Huron and the lower Great Lakes. There are four locks all built to go around the 21-foot difference in elevation between Superior and Huron. According to the Soo Locks website, 7,000 vessels and 86 million tons of cargo pass through the locks annually. Sault St. Marie is also home to PVA Vessel member company, Famous Soo Locks Cruises. Following a cruise on the locks I had a moment to look up Richard Brawley, President of the company. Not unlike many of our owner-op- erators, he was actively engaged in customer service by moving pas- sengers between the dock and the parking lot in a golf cart. He said business was good and getting better with the easing of a rainy summer. Later in the week, we were in Saint Ignace for a ferry transit to Mackinac Island provided by PVA Vessel member company Star Line Mackinac Island Ferry. The LaSalle delivered us to the island in about 15 minutes. After docking, I spoke with Captain Justin Davenport. When I asked him what was the biggest challenge he was facing, his response was the increase of recreational vessels and conflicts with them. Once again, this is a subject being cited by many of our members. The Upper Peninsula trip was fun. Unfortunately, I was unable to stop and see other operators. Maybe next time! Have a Happy Thanksgiving and be safe. Have a safe summer. Jeffery M. Whitaker President n LETTER FROM THE PRESIDENT Jeff Whitaker Star Lines famous rooster tail.