6 NOVEMBER 2017 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE C ustomer service has many definitions and means something different for everyone. For some, it’s a good refund/return policy. For others, it’s creating memorable experiences for customers. For those that work for Boston Duck Tours, Boston, MA, customer service means going the extra step to really help a person… and inspire the organization and the community. Every year, Boston Duck Tours brings fun and excitement to approx- imately 600,000 passengers who opt for one of Bean Town’s more unique tours. With so many riders on the BDT’s 28 vessels, it’s remarkable that one driver, Paul Lurie (aka Mallard Storm), noticed that one young boy was a frequent passenger. The boy, Ben Battis, was notice- ably excited each time he hopped aboard one of the amphibious vessels and always chose the seat up front, right behind the driver. Conversations struck up and the driver learned from Ben and his parents that the child, who was born with autism, had several health issues and needed to go to Boston regularly for medical attention. As a reward, Ben was able to choose an activity in the city so that the visits to Boston would be fun and a positive experience. Ben’s favorite activity was riding a Duck. The driver was touched by the family and told his coworkers and management about Ben and together, they came up with something so special, even Willy Wonka would approve. “We decided to present Ben with a golden ticket that gives him and one other person a free ride once a month,” said Cindy Brown, CEO of Boston Duck Tours. To make this special gift even better, Brown said they decided that they wouldn’t tell the Battis family about it until they arrived for another one of the tours. “They had no idea we planned to do this,” Brown explained. “They never asked for any favors from us. We did this completely on our own and they were so excited. It was wonderful seeing how happy Ben was to be given a golden ticket.” This is not a one-time thing for this company that cel- ebrated its 23rd anniversary last month. “We are very focused on our community and participate as much as we can in a variety of endeavors to make Boston better for all of us,” Brown said. Even while I was speaking to Cindy Brown for this article, she was making the final preparations for a fundraiser taking place later that day to support a river clean up initiative that Boston Duck Tours is heavily involved with. In 2004, Boston Duck Tours became the first major financial supporter of a new volunteer orga- nization, the Charles River Clean Up Boat. Volunteers use the boat to clean the river and riverbanks of floating trash. In addition to financial support, several Boston Duck Tours employees volunteer to work on the boat. But, their involvement has expanded beyond volunteers picking up trash from the river. “The man who started the Charles River Clean Up Boat was recently diagnosed with cancer,” Brown said. “We have hired a public relations firm that will help the small non-profit increase visibility locally to keep the momentum for a cleaner river going forward.” She hoped that the fundraiser would raise $5,000 for the cause. In fact, they raised almost $8,000! Because they operate in the Charles River, Boston Duck Tours is also a major supporter of the Charles River Watershed Association, a non-profit organization that works with government agencies and other non-profit groups to improve the water quality and recreational potential of the Charles River. In addition, Boston Duck Tours is also involved with war veterans. The vessel operation has a connection there, too. The original Ducks (DUKWs) were built in the 1940s to be used in WWII. DUKWs played a crucial role in the allied invasions in Sicily, the Pacific, and the biggest invasion of all, D-Day. Each day Boston Duck Tours runs amphibious tours, they honor the women who built them and the men who drove them in combat. Offering Exceptional Customer Service Benefits Everyone, Including the Operation By Karen Rainbolt, FOGHORN Managing Editor Boston Duck Tours, whose original DUKW boats were WWII-era amphibious vessels, continues to honor military veterans by raising money for assistance dogs for those in need.