b' \x07The\x07ten\x07and\x07five\x07rule.\x07When the guest gets within 10 feet of anyUsually at the end of an orientation, a crew member will state that FOGHORN FOCUS crew members, crew should cease their conversations and look at thethis is all common sense, and hopefully it is. Our rejoinder is that guest. And when guests get within five feet of any crew members,this is all common sense, yet uncommon practice. I remember when the crew should initiate a verbal response such as Good morningthe economy got super hot and I asked new hires what attracted or Can I help you. No morethemtojoinuswhenallhad waiting for staff members tomultiple offers. They respond-finish their conversations be- When the guest gets within ed that they couldnt quite put fore addressing the guests! their finger on it, but our com-10 feet of any crew members, crew panyseemeddifferent.ThatEyeContact.Increasecon- difference will make your orga- fidence and trust by lookingshould cease their conversationsnization uncommonly good.others in the eye while speak-ing to them. and look at the guest. And whenOne More Nugget:Remember the Concept of theThanks. Let your words beguests get within five feet of Internal Guest the last ones when parting.If two teammates are bickering, any crew members, the crewhowcananexternalguest IV. Encountering SNAFUs:should initiate a verbal responsenotbeimpactedbythebad Recovery Steps vibes? The essence of teamwork These are the steps to take whensuch as Good morning. istreatingtheinternalguest things dont go well. Those spe- justlikeacustomer.Ideplore cificstepsinvolvescriptingoutyellingordisrespectingany responses to your most frequentteammates.Weallwanttobe issues (an entre is served cold, the guest desires another table, or we hav- respected at work: treating each other like our best customers makes ent met expectations) to improve and eventually solve the core problem.our daily world better.KEEPING BAY AREA FLEETS IN SERVICE FOR OVER 40 YEARSBay Ship and Yacht makes it a priority to per-form on-time, quality service for all vessels. We are a full service shipyard cosistently serving Al- 5 1 0 . 3 3 7 . 9 1 2 2 ameda, San Francisco Bay, the west coast andwww.bay-ship.com the worlds maritime industry for over 40 years. A l a m e d a , C AFOGHORN 16'