PASSENGER VESSEL ASSOCIATION tel: 1 (800) 807-8360 • fax: (703) 518-5151 • pvainfo@passengervessel.com NOVEMBER 2018 • FOGHORN 3 FOGHORN Focus: Customer Service Volume 17, Number 10 NOVEMBER 2018 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 2018 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 2018. All rights reserved. PRESIDENT Gus Gaspardo, Padelford Packet Boat Co., Saint Paul, MN VICE PRESIDENT Bob Lawler, Boston Duck Tours, Boston, MA SECRETARY/TREASURER Colleen Stephens, Stan Stephens Glacier and Wildlife Cruises, Valdez, AK BOARD MEMBERS Bob Bijur, Island Queen Cruises, Miami, FL Chip Collopy, Shoreline Marine Company, Chicago, IL Richard Davison, Paradise Cruise Ltd., Honolulu, HI Jim DeSimone, Staten Island Ferry, Staten Island, NY Steve Jones, Gateway Clipper Fleet, Pittsburgh, PA 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 Jim Swindler, Golden Gate Bridge, Highway and Transportation District, San Francisco, CA ASSOCIATE MEMBER REPRESENTATIVE Rob McMahon, Pinnacle Marine Corporation, Stoddard, WI PAST PRESIDENTS Jeff Whitaker, Hudson River Cruises, Inc., Kingston, NY Margo Marks, Charlevoix, MI Dave Anderson, Fire Island Ferries, Bay Shore, NY 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 MANAGER, SPECIAL PROJECTS Zackery Reed 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 6 Exemplary Customer Service Means Stepping Up in Difficult Times An excursion and natural wildlife operator found itself as the only viable means for transportation after a massive deadly mudslide closed a major California highway. Island Packers redefines customer service as community service. 10 Customer Service Trends: Supporting Customers through Technology Is technology the answer to superior customer service? Or, is relying on tech tools removing the human touch when it comes to interacting with customers? Experts weigh in on creating a balance. 14 Customer Service 101: Treating People Right Two PVA members demonstrate why treating people—customers and employees—with the upmost respect and care is not just lip service, it’s good business. 18 The Big Easy is Site of PVA Annual Convention at MariTrends 2019 PVA members are in for a treat! The Convention will return to New Orleans with fun, fanfare, and fabulous food sure to please everyone. About the Cover Island Packers, Ventura, CA, operates four vessels, usually taking visitors to California’s Channel Islands National Park or on whale watching cruises. But, in January, the long-time PVA member provided vital service as a ferry operator after a natural disaster. Story, page 6. Photo: Chuck Graham. Columns 4 President’s Letter 5 Executive Director’s Letter 24 Business Matters 27 Safety Matters 29 PVA Calendar 29 New Members 30 How PVA Benefits You 32 Legislative Report 35 Foundation News 36 Green News 38 Advertisers’ Index