6 NOVEMBER 2018 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE I ’m sure all PVA members would agree that serving customers is a priority of running a passenger vessel operation. However, sometimes how to provide service may be not always be what one would expect. In December 2017, wildfires in Santa Barbara and Ventura Counties in Southern California erupted in the drought-stricken area and even- tually consumed more than 280,000 acres, which is 440 square miles. The fire forced more than 100,000 people to evacuate the area, and destroyed over 1,000 structures with nearly 300 more damaged, according to Cal Fire. The wildfire, called the Thomas Fire, which burned for 40 days before it was contained, took more than 2,800 fire- fighters to combat it at a cost of $204 million. There were two deaths. More than a hundred miles away, the skies in San Luis Obispo, where I live, were an ominous red. Smoke was in the air, sending local firefight- ers checking the area for signs of fire. Fortunately, we were fire-free. The eerie air and sky were both the result of the fires raging down state. Santa Ana winds, powerful and extremely dry winds that originate inland and blow towards the coast (rather than the ocean breezes that cool off air and land), were a major factor in spreading the Thomas Fire so quickly and made it difficult to control the fire that jumped a major freeway. If only it would rain! But, as the saying goes, be careful of what you wish for. In January, the skies opened and Exemplary Customer Service Means Stepping Up in Difficult Times By Karen Rainbolt, FOGHORN Managing Editor heavy rain fell. While this is generally a good thing for an area that has experi- enced a long drought, in this case, with so much vegetation gone due to fire, the hillsides were vulnerable to collapse. A massive mudslide in Montecito, CA began in the early morning hours of January 9 with debris flows up to 15 feet in height made of mud, boulders and tree branches, moving at estimated speeds of up to 20 miles per hour over- taking everything in its path. Houses were overcome, people died, and a community was overwhelmed. Making matters worse, a 30-mile section of US 101, which runs the length of California, was shut down as parts of the freeway was filled with up to twelve feet of mud and debris in places. In addition, with the rails covered, Amtrak and other train service was suspended. Not only did this hamper recovery operations, but traveling was difficult as well for anyone trying to move between Santa Barbara and Ventura. That’s when PVA Vessel member Island Packers, Ventura, CA, stepped in to help. PVA members since 1988, Island Packers offers cruises to California’s Channel Islands as well as whale watching and harbor cruises to visitors and locals. Still owned and operated by the Connally family who founded the company in 1968, the operation has four vessels specially designed for traversing the Southern California coast. Cherryl Connally, co-owner of Island Packers, knew that with 101 closed, it would be nearly impos- sible for essential personnel, such as healthcare providers, to travel by road. Yes, it could be done by taking an arduous detour and going the long way around. What should be an easy 28-mile drive on 101 would instead be a grueling 260-mile ride all the way around Los Padres National Forest, LESSONS LEARNED FOR OPERATING EMERGENCY VESSEL SERVICE By Cherryl Connally, Island Packers • Be attuned to the prediction of weather effects that could possibly shut down commuter routes (fire, heavy rain, especially one after the other); • Getting as much done preemptively, such as readying vessels, crew, office schedules, organizing trips and getting the word out to the media and community; • Determine reciprocal scheduling with other operations in the area; • Compare operational steps with similar companies (tech, opportunities for customer service, etc.); • Identify appropriate extra lighting for trips leaving early during winter hours; • Recognize our place in the community isn’t just transportation, but helping our neighbors; and • Be willing to work long hours and smile!