The Director's Cut

Meet Merlyn

2009-04-14T18:48:37Z

Who is Merlyn?

He is my favorite street vendor of Real Change.

Real Change is a progressive newspaper sold on the streets of Seattle. The publication is sold by Seattle’s homeless, and helps them earn the money they need to get ahead. Each month, more than 200 different vendors are out selling the paper throughout the Seattle area. The publication strives to create fairness, opportunity and community by covering issues that socially conscious people want to know about, from topics surrounding poor and homelessness, to stories about labor, the environment, public health and civil liberties (to name a few).

Meryln buys his newspapers from Real Change for $0.35 an issue and in turn, sells them for a $1.00 donation. The profit is his to keep. So rather than simply asking for a hand-out, vendors are running a small business. I've known Merlyn for the past two years, as his "territory" overlaps the downtown Seattle location where I change buses on a daily basis. My family has met Merlyn during their visits to Seattle. Merlyn is married, but I've never met his wife.

Merlyn is also an avid reader and quite knowledgeable about literature. In fact, yesterday, a fellow bus commuter and I ended up buying our papers from Merlyn at the same time. Later, on the bus, we talked about Merlyn and each shared our stories of our discussions with Merlyn on the books we were reading and the fact that we have taken suggestions from him on what books to read next!

There was a time period, during the winter, of about three months where Merlyn disappeared. I was quite concerned. Seeing him every day selling his newspapers had become a regular thing. And when he wasn't there, I noticed. It made me wonder, how many other people noticed that Merlyn was missing. Finally, when he came back, I asked him "Where were you?" To which he replied "Oh, I was taking some time off." I guess we all need a vacation now and then. Merlyn and I have shared many stories- but the one story that we've never discussed, is how he ended up in his current situation. Perhaps someday, at the right moment, I will broach that topic.

Meeting Merlyn and getting to know him was a driving force behind my interest in supporting the United Way of King County. Through Holland America Line's leadership, contributions from our employees are matched resulting in even more good being done. It's all part of Holland America Line's corporate giving program.

Many major metropolitan areas have similar programs and similar newspapers in place. I encourage you to get to know your local "Merlyn." Everyone has a story.

"Merlyn" - My "favorite" Real Change street vendor

It's takes a team!

2009-04-08T20:55:46Z

I am pleased to share with you that at our annual Holland America Line sales award banquet a few weeks back, the WESTERN DIVISION won the "Sales Division of the Year Award" for 2008. This was coming on the heels of our division achieving this same award in 2007, which made it all the more difficult, because we had the highest increase of target as a result.

Yours truly, accepting the "Division of the Year" aware from Paul Allen, VP Sales

And while I am honored to accept the award on behalf of the 30 (current) members of the Western Division, it struck me at how many people were behind this award.

* Heidi Jo Davis - Our BDM for Oregon and Idaho. A woman who has a tremendous drive to succeed and exceed. Heidi Jo puts her heart and soul into her job and cares about her travel agent partners and their success more than anyone else I know in this business.

* Ken Devones - Ken's wealth of experience and knowledge supported our division throughout the year. Ken also is a very positive member of our team and a great supporter of his collegues often extending his own personal congratulations and support to others.

* Joanie Fischer-Meyer - Joanie's strength is her ability to think outside the box and come up with creative ways to build her business. Many of Joanie's ideas have been shared with her colleagues resulting in successes across territory lines.

* Lucy Lusk - The reason behind San Diego county's success day in and day out. Lucy's pride in Holland America Line, her territory, and her job is readily apparent. No one has had such consistent success year after year as Lucy.

* Jordan Marona - Jordan always strives for improvement and looks for ways to do things better. Jordan is a true team player and assists the Western Division greatly in managing an important account for us in Northern California.

* Erin Pedersen - Need someone who will fight for their accounts and is always looking for ways to get Holland America Line more business? That's Erin. Her tenacity is a good thing and an important reason why the Western Division has had such great success.

* Jeannie Robertson - The only BDM who can sing for her supper! Jeannie's positive attitude and enthusiasm have made her an instant favorite and a proud new addition to our team.

* Carol Ryan - A BDM by day and a soccer mom by night; Carol is loved and respected by her agents. And her calm approach to challenges is always welcome. Carol also has supported our Culinary Arts Center (powered by Food and Wine Magazine) in assisted in the development of our Wine Group program.

* Karen Seiler - The only BDM I know that could probably do 10 sales calls a day if she had to (and she is thankful that she doesn't, with her large geographic territory.) Karen is like the energizer bunny... running from opportunity to opportunity getting more and more business for HAL.

* Rob Taylor - Proud father and solid representative for HAL. Rob is probably the quietest member of the Western Division, but his cool demeanor and understanding of our business rounds out our team quite well.

* Ward Wagner - Our resident sarcastic comedian, Ward "runs" the C&I business for the Western Division. He is the only known BDM that can walk out of every sales call with either a Charter or a new incentive group.

* Angie West - The devil is in the details... and Angie makes sure for us that all the details are right! Angie also manages one of our most important relationships in the Western Division with great success.

* Laura White - Need a BDM that can sell cruises and do a cooking demo at the same time? Just call Laura. Laura's creativity is apparent and one of the reasons why she is an important member of our team.

* Tom Wilkinson - Tom "High Tea" Wilkinson is the show magician in the western division whether it be his Europe presentations, shipboard High Teas, or Alaska events... Tom is always out there promoting Holland America Line.

* Western Division Business Development Representatives; Katrina Sheets, Janelle Wilson, Jen Wagner, Lori Eger, Dennison Steel, Kirsten Ugalde, Shanna Newell, Brian Kane, Susan Sullivan, Stew Law, Susan Freed, Kristen Myers, John Iglehart, and Marcos Garcia - plus, their fearless leader, Peggy McNeil - What a professional group of individuals who we receive raving reviews about on a daily basis! The group "behind the scenes" that partners with our Business Development Managers to achieve success.

* Jocelyn Wu and Myra Rivera, who tirelessly supported me and my team day in and day out... and who keep me supplied with dark chocolate!

* Charlie Dunwoody and his national accounts and PPD team. Helping us communicate the right message from the headquarters of some of our best partners in the business.

* Rene Spatz - The man with many hats who spent many late hours and many early mornings working with the Western Division to ensure our success.

* Our Marketing Teams - led by Linda Springmann, Beth Humenik, Mike Wien (in 2008), and Brian McDowell. And our revenue management groups led by Joe Slattery (in 2008) and Leon Gessula. Folks who carefully come up with pricing, promotion, and reasons to buy Holland America Line.

* Our Brand Ambassador, Judy Palmer, and her marketing group. I wouldn't want anyone else steering our brand, which in turn, helps the Western Division sell.

* Rose Abello and the Public Relations team who make sure the Holland America Line name is heard loud and clear across the globe!

* Johan Groothuzien and our Marine Hotel Department whose staff of thousands aboard our ships. These are the people who create the "Once-in-a-lifetime experiences, every time" that ensure our guests want to return to our ships again and again... and who truly make our sales job much easier as a result.

* Paul Allen - the leader of the sales team and someone who inspires us each and every day to achieve the success that we have seen. Paul's insight and positive outlook makes the difference.

* The rest of the 14,000 men and women who are a part of Holland America Line. Without them, there would be no Holland America Line. Each and everyone of them touches our sales efforts in some way and makes a difference.

* And last, but certainly not the least, the Travel Agent community... who choose to say "I recommend Holland America Line because"... without them, well frankly, I wouldn't be even writing this blog! So while we celebrate the success of the Western Division, it is really the success of a number of people, who together make the difference. It is the sum of the individuals coming together that made this happen. A true, "team together" moment.

The Western Division (some of us are missing), posing after the award ceremony... from left to right, front to back (as best as I can, because we're not exactly in straight rows!)...
Carol Ryan, Susna Freed, Janelle Wilson, Dennison Steel, Peggy McNeil, Steve Simao, Erin Pedersen, Jen Wagner, Laura White, Myra Rivera, Ward Wagner, Rob Taylor, Lucy Lusk, Brian Kane, Kirsten Ugalde, Jordan Marona, Karen Seiler, Ken Devones, Susan Sullivan, Joanie Fischer-Meyer, Tom Wilkinson, John Iglehart, Lori Eger

Knowing your customer - Ticketmaster obviously does not, do you?

2009-02-24T23:44:23Z

I know I'm usually positive and filled with such flowing, inspirational words!  HA! But today, I'm going to rant. It's really no big deal... unless you want to lose customers. Then, perhaps, my rant may have some value to you. Today's entry is about knowing your customer.  In today's marketplace, it's hugely important.

Everyone is vying for your customer's dollars. With business slowing, smart companies are turning up the marketing- to be the one with whom the customer spends their dollars. And the even smarter companies are doing personalized marketing. Everytime I log on Amazon.com, Amazon recommends a series of items for me. At this point, I think Amazon must be confused... it's always recommending a mix of camera equipment, Hawaiian books, and Jonas Brother's CD's, and every once in a while, an organic can of Tomato paste. But this makes sense. They are being very smart and they have learned my spending habits and often recommend things that I am interested in (or in the case of the Jonas Brother's, my daughter.) In fact, when I get an email from Amazon, I always open it- to see what they recommend.

Opposite of this, is Ticketmaster. After today, I am unsubscribing from their emails.  You see, when my daughter was 3 years old, we went to see an Elmo show in Florida. Today, she's 11.  Anyone know an 11 year old that still wants to see Elmo?  Or how about a 10 year old?  9 year old? NO!! But yet, because 8 years ago I bought a ticket to Elmo, Ticketmaster still sends me notices faithfully about upcoming Elmo and Sesame street shows. They don't know me. They haven't figured out that my child has changed, because they haven't. Now luckily for Ticketmaster, because they've got a virtual monopoly on online ticket purchases, they'll probably get my business again. But only when I'm ready. Certainly not because of their suggestion. Not like Amazon.

How about you?  Do you know your customers?  Do you use a program like client base to track their interests?  Do you regularly survey them on where they would like to travel?  Keep up to date on their past trips? Do you know their "bucket list?"  A smart travel agency told me a few weeks ago that during this slow time, they are doing outbound calls to their clients. And telling them, in essence, that the travel deals out there right now are unbelievable.  And delivering a message like "last year you told me you wanted to always go to the the great land of Alaska and the Yukon.   Is that still the case?  Because Holland America Line has an amazing deal of 50% off many of their cruisetours." Or, in some cases "We have unbelievable travel deals. Now, I know you are busy, but let me do the work for you. As your trusted travel counselor, you can let me know what vacation you are interested in... and when the deals become available, I'll be sure to call lyou."

But if your customer wants to go on a Mediterranean cruise- don't try to sell them a 3-day Bahamas vacation. The key, I think, is to stay relevant to your customer. Show value.  Show an interest in them as a person. And you'll keep your customers and certainly get their business when the right time comes.

Well, that's all I have... I've got to go unregister myself from Ticketmaster's emails now.

Successful showings

2009-02-17T17:39:50Z

While we continue to read every day about the doom and gloom of the economy, the Western Division Business Development team continues to report to me every day about successful cruise nights and travel shows across the country.

I am hearing stories of larger than anticipated attendance, lines of consumers waiting to book cruises, and group leads all coming out of recent consumer events that have been jointly held by the Holland America Line sales team and local travel agents.

The clear message here? Americans are still traveling, still very interested in cruising, and clearly see the value in cruising. And of course, the value of Holland America Line has never been this great. Last week, I was making sales calls with Joanie Fischer-Meyer in southern California. We met with one of her agents- a group producer, who is celebrating her 25th Anniversary promoting groups with Holland America Line- a great success story. In a piece of nostalgia, she showed us her very first brochure- from her first trip aboard the ss Rotterdam V. And guess what? The pricing was HIGHER than it is today!

So, I encourage you to be out there. Be visible. Be promoting. If you are not, your competition will be. Your Holland America sales team is here to help you make a "successful showing."

Lucy Lusk, Business Development Manager for San Diego along with travel professional
Robin Grossmont at a recent AAA travel show in La Mesa, CA

Bow to the ss Norway!

2009-02-03T17:11:34Z

They say, you always love your first. I guess that's why I love Holland America Line so much- it was on HAL, that I enjoyed my first cruise!

BUT, the first cruiseship that I ever worked on, was the ss Norway. In fact, this ship is not only special because it was the first ship I ever worked on- but it was also the place where I met my wife. And of course, beyond that, she was a famous, historical ocean liner in her past- the proud ss France of French Line.

But alas, she is no more. She spent the last year of her life, in Alang, India being broken apart at the scrapyard. The cabins I slept in, the office I worked in, the hallways I walked... the messroom I ate in, the showrooms that entertained thousands nightly, and the restaurants that served gourmet meals... are all no more.

On February 8/9th, in Paris, there is an auction being held. Much of her has been "rescued"- furniture, light fixtures, navigation equipment, signage. But what I found most interesting... was the BOW of the ship was for sale.
The tip of the bow, was actually the first piece of the ship to be removed.

December 3, 2007- the first cut in the scrapping of the ss Norway

I remember when I worked aboard the Norway looking out a "window on the world" that was up on this bow. All the way forward, through a crew deck, one could walk up to the very tip of the bow- and stick one's head out this little round hole that was normally used for the ropes that would tie the ship up in port. It was rush- an amazing view. The salty sea spray would greet the guest, along with fairly strong wind (depending on the ship's speed!) And the viewer would be provided with a romantic view of the sea and a perfect view of the Norway easily cutting through the waves- with her raked bow easily slicing through the ocean.

My little vantage point, at the very tip of the bow, where the top ropes are leaving the ship.

I went up here a number of times. As an ocean liner enthusiast, it was perhaps one of my favorite "secret spots." So imagine my surprise, or perhaps shock if you will, to see my vantage point now on display in Paris. It is estimated that it will sell for approximately 100,000 euros. Beyond my budget. But not beyond my imagination and my memories.

The tip of the Norway's bow, with my "window of the world" now being viewed in Paris.

For sale, ss Norway/ss France Memories

YOU can make a difference!

2009-01-30T17:28:04Z

Joanie Fischer-Meyer, one of our Southern California Business Development Managers sent me a powerpoint about the recent USAir crash on the Hudson river in New York City.

Throughout this powerpoint, there were amazing images, drawing, and schematics about this event and the fortunate ending. But what struck me the most, were some of the quotes about the actions of the pilot, Chesley B. Sullenberger III. Beyond simply his amazing, successful "landing" in the river which has been described by the NTSB as having "achieved one of the rarest and most technically challenging feats in commercial aviation" - he was also the last to leave the aircraft and when he did, he was clutching a clipboard with the passenger list. Reportedly, even as the plane began to sink, he walked the aisle twice to ensure every passenger was off his plane.

After the crash, a police source reported to the New York Daily News that the pilot was "sitting in the ferry terminal, wearing his hat, sipping his coffee, and acting like nothing had happened."

This pilot, along with his entire flight crew, MADE A DIFFERENCE that day. The various New York emergency services and the crew of the various dayliners, boats, and ferries that participated in the rescue operations, MADE A DIFFERENCE that day. No one woke up that day thinking they would make a difference. They just did their jobs. And they made a difference.

We hear all the time about how one individual can make a difference. And yet, I don't think many of us realize our potential. There was a story here in the Seattle area about a 12 year old girl who sold lemonade during the Christmas season to people who were visiting her neighborhood to view the lights. She sold hundreds of dollars worth of lemonade. What did she do with the money? She bought blankets. And distributed those blankets to the homeless of Seattle. She MADE A DIFFERENCE.

Not only did these individuals make a difference from their actions- but indirectly, they have continued to make a difference. I know I was inspired by both stories- both stories have made me pause and made me think. These stories have empowered me to make me realize I can effect change. And so, while we are not called upon daily to successfully land a plane in the Hudson river, we can take INDIVIDUAL ACTIONS that can make a big difference.

-----------------

On a side note, what individual actions are you taking to make a difference in your business? There are people buying vacations. And we are selling cruises every day here at Holland America Line. Are YOU making the sale? Are YOU inspiring your clients? There are unbelievable deals out there. Are YOU calling your clients and telling them about the value of cruising today? If you are not, someone else is...

You can make a difference in your own business' success (or failure.) In these trying times, is the actions you take (or don't take) that will determine your fate.

You are powerful. YOU can make a difference.

The spirit of giving

2009-01-08T16:41:43Z

I know that Holland America Line doesn't like to "brag" too much about what we do as a good corporate citizen. But, after seeing our most recent "E-Nieuws" employee newsletter, I am just so proud right now of what we do, that I am going to share with you- the readers of my blog.

Here are the headlines of some of the articles:

* Eurodam’s “Operation Make a Child Smile.”

* Prinsendam Spreads Happiness to Kids around the Globe

* Maasdam’s Charity Event for the Children of St. Kitts

* Westerdam Donations Benefit Grand Turk

* San Diego Shore Ops Makes the Holidays Merry for Local Families

* Zuiderdam’s Operation Smile Hosts nearly 300 Children in Curaçao

* Veendam & FCCA Support the Holiday Gift Project in Costa Maya

As you can see, we are doing our part to spread holiday cheer around the globe!

Of course, there are a number of things that we do throughout the year as well. One organization that we partner with is called Northwest Harvest. This organization partners with food banks across Washington state providing over 18,000,000 pounds of food each year to fight hunger.

During the weeks prior to the holidays, hundreds of Holland America Line employees volunteered 3-4 hours of our time helping this organization process, sort, and box this food. Holland America provided the time off, the shuttle service, and made the arrangements and my colleagues and I provided the leg work. I think during the 3 hours that I was there they said we processed 5000 pounds of food. Not only was it a good thing to do, but it was fun. And I have never seen so many boxes of mac 'n cheese in one place before in my life!

I've always said, Holland America Line is a provider of dreams... but usually referring to our cruise experience. But in certain ways, we provide dreams of a different sort. And for that reason, I continue to be very proud to say "I am Holland America Line."

Christmas eve photo!

2008-12-25T05:39:15Z

I think I have shared before about my hobby of photography.

I took this photo earlier today- right out my front door- and shows you that where I live, at least, we will be having a White Christmas.

Let it snow, let it snow, let it snow! (And Happy Holidays!)

2008-12-24T21:15:27Z

Well, when I moved from Pennsylvania to Florida some years back, I thought I would never shovel snow again. And then, I moved to Seattle. Does Seattle get snow I asked (when I moved here in 2004?) The answer: "Yes, once or twice... usually a dusting."

And for the most part, that was true. Until December of 2008.

With the exception of last Friday, I have been working from home due to what seems to be continual snow. And we've had a bit more than a dusting. In fact, I just returned from my backyard... to see how much snow we really have gotten.

Here's the results:

\

Well, OK, it's not that bad. I cheated a bit. But anyway, all told, I figure we have about 20" back there. And it seems like over the past 7 days I have shoveled more than that off my driveway! (Not that I was going anywhere... our road was just plowed yesterday afternoon.)

Here's a few more pictures of my family, enjoying what is THEIR biggest snowfall ever in their lives...

In closing, I wanted to say, that whatever you celebrate- I want to wish you and your family a very joyous holiday season, Merry Christmas, and best wishes for the New Year.

Reflections on Jury Duty

2008-12-12T21:12:37Z

On Monday, December 8, I reported to the Snohomish County Courthouse in Everett, WA for jury duty. I was assigned to the Superior Court. Upon arriving, I was given an orientation and then told to wait.

Surprisingly rather quick, I learned that I would be added to a pool of potential jurors for a fairly serious criminal case. I was given a confidential survey which I filled out and returned. By 2:00 pm, I along with 47 other people went to Courtroom #9. The courtroom of Honorable James H. Allendoerfer. Over the course of the next four days, I would continue to be impressed by this Judge- he was as you would expect and hope a judge to be- fair, impartial, congenial, professional.

We were grilled by the prosecuting attorney and the defense attorney- all in the presence of the judge and the accused. I was juror #6- and so I was seated in the jury box from the start. It was a seat I never left. While other potential jurors were excused, or dismissed. I remained. Apparently both sides felt I would be a fair and impartial juror.

Honestly, I wasn't sure if I was happy about this- especially considering the nature of the case. Sadly, it was a case of a 66 year old man- a grandfather, accused of Child Molestation in the First Degree of his own granddaughter.

Over the course of the next four days we heard testimony from witnesses and saw evidence from both sides. For a good portion of the trial, it was very much a "he said, she said" kind of case. Without going into much detail, after careful deliberation, and following the court's instructions- I, along with my 11 other jurors, found the defendant guilty of all four counts.

On my way home yesterday, I felt rather empty. It is not easy sending a man to prison. It is not easy, listening to a 16 year old girl, talk about how she was molested as a young child. And, interestingly, it was not easy to leave a group of 11 strangers (who I did not know at the start of the week) knowing that I would never see them again. I don't know about other juries, but I'd have to say that I was lucky. We formed a bond. There was a genuine concern and caring for each other. Perhaps it was the stress of a situation. I am not sure. But I have to say, I will miss them.

I am also pleased to have witnessed first hand- one of the best aspects of our democracy- one that I think we take for granted all too often- our judicial system. The fact that one is innocent until proven guilty. I've never seen so much care given to ensuring a fair trial. A court is different in real life than one sees on TV or reads about in books. It moves much more slowly. It is not as dramatic. But in another sense it is much more amazing.

I am glad to have had the chance to do my civic duty and participate in a trial. I feel I am a better, more enriched person than I was at the start of this week. It is something, I think, every American should do- at least once in their life.

"Make for yourself many happy memories"

2008-12-03T17:37:48Z

This morning, I awoke to an email from a pen-pal friend of mine. Each email, we have a topic. Today's topic was "what do you always carry with you." In her case, it was a necklace given to her by her father that has remained special throughout the years.

I thought about what I carry with me. I couldn't come up with anything. My wallet? Then it hit me- it was my blackberry! It is ALWAYS with me. Sad. Why don't I have anything that I carry with me? It bothered me on my way into work and I thought about it on my bus ride in.

Then I realized... I carry so much with me- my memories! When I was 15, LaGette Orton, the Social Hostess on the ss Rotterdam (my second cruise ever) said to me- "Steve, whatever you do, wherever you go, do one thing... make for yourself many happy memories." The memory of this interaction has stayed with me throughout all these years.

I have been blessed in so many ways. Working on ships as a Purser and sailing around the world for seven years, I have had numerous experiences and indeed made for myself many happy memories. Married for more than 12 year and learning about Indonesian culture through my wife and her family, I have made many happy memories. Watching my daughter grow from a tiny, premature baby into a beautiful 10-year old girl has provided me with unending memories. Everywhere I go, I always bring those memories with me. And I look forward to adding new memories to this collection every day. And so, I do carry something with me- a lifetime of wonderful little memorable moments.

You know, we sell travel. But we are not simply selling cruise tickets. We are selling memories. Holland America Line's mission statement is "Through excellence, we create once-in-a-lifetime experiences, every time." Holland America Line is providing those special experiences that our guests (your clients) can add to their collection of memories- to carry with them every where they go.

Travel is an experience that helps create and provide memories. Is travel really something we (and our clients) should postpone? Are we losing an opportunity to add to our collection of memories? I think so. With pricing at the lowest level in years (and for years to come), now is the time to "make for ourselves many happy memories."

Little things that make a big difference

2008-11-14T17:17:59Z

You know, my daughter goes to a great public school- Little Cedars Elementary. It is a new school, just built last year- but that's not why it's great. It's great because of the people- the teachers, the students, the parents & the PTA. I've never seen a school where there is so much cooperation between the three groups and a school that does so much.

Last year, they started a program called "Watch D.O.G.S." - which stands for Dads of Great Students. It's a great program that brings the dads (and grandfathers, uncles, etc.) into the school one day on a volunteer basis. It makes the school more safe and secure, shows the kids that parents care about what goes on in their lives and at school, and well, as a dad who did this program last year- is a great bonding day with your own child. We were the first school in the area to develop such a program (it's part of a national program- check out Watch D.O.G.S.) but since last year, other schools have adopted the program as well. If your school does not have this program, I highly recommend you spread the word!

But I digress, from the original intent of my message. Yesterday, we got our weekly email Newsletter from the school. The opening message from the Principal, Becky Brockman really hit home. We, in the travel business, are particularly hit by the current economic situation. Each day, we wonder what we can do about the situation... and often feel powerless. We shouldn't. We CAN make a difference. Not only in our jobs, but in our daily lives. Read what Becky Brockman, my daughter's superstar Principal writes... and think about how you can make a difference.

QUOTE:

Dear Families,

It is easy to listen to the news and feel discouraged right now... the economic situation of the nation can easily make us wonder what is around the corner. The uncertainty is something that many in our community are struggling with right now. Yet, I had a conversation with one of our students this week that caused me to pause and look at things a little differently.

Aili (last name withheld), one of our 4th graders, was so moved last year when she saw the sadness on the faces of the children impacted by the earthquake in China that she wanted to help ease their burden. As she told me, "The kids were so sad and I wanted them to know that other kids were thinking of them." So she made 24 bracelets, each with a handwritten note inside. She wasn't sure how those bracelets were going to get from Snohomish to China, but with child-like faith, she did not let that get in her way as she made the bracelets. A beautiful story then unfolded in which former (Washington) Governor Gary Locke, who was going to China to light the Olympic torch, was able to deliver Aili's bracelets to children who had lost so much.

Sometimes the problems around us seem so big that we believe only a big solution will make a difference. If we think like Aili, we will see that it may very well be the little things that make the big difference. It may be the little things, if we choose to do them, for our neighbors, our co-workers, our community... that make the big difference to those in need. It is not enough to think like Aili, we must act like her as well- she turned her compassion into action and didn't let a little thing (like thousands of miles!) stand in her way.

Partnering with you for your child's success,

Becky Brockman
Principal
Little Cedars Elementary

Peace Trees Vietnam

2008-11-03T18:11:21Z

A few weeks ago, I had the honor to attend on behalf of Holland America Line, a fund raising lunch for a local organization called Peace Trees Vietnam. It was a very moving presentation, and I left with new insight into this beautiful country- and the wonderful work of this organization. In fact, at one point, I was brought to tears.

Peace Trees Vietnam was founded in 1995 to renew relationships with the people of Vietnam and promote a safe, healthy future for its children. Ironically, Peace Trees Vietnam was founded by Jerilyn Brusseau who had lost her brother in the Vietnam war in 1969. The loss of her brother was one of the inspirations for the founding of this organization.

Peace Trees Vietnam's work mainly focuses in the Quang Tri province (former DMZ).

Over the last thirty years, more than 10,800 people in the province have been killed or maimed by landmines and unexploded ordinance. In one out of every five cases, the victim is a child.

At the lunch, we met Nguyen Thanh Giang who when he was younger was out playing with his brother and encountered a grenade. Not knowing what it was, they played with it, resulting in a fatal injury to his brother and serious injuries to himself.

What does Peace Trees Vietnam do?
* sponsor the removal of landmines and unexploded ordnance (UXO)
* promote landmine awareness and accident prevention education
* engage in environmental and community restoration projects
* conduct tree-planting/citizen diplomacy programs for environmental restoration and friendship building
* offer assistance to UXO victims and their families through emergency medical treatment, long-term medical or health care, nutritional support, household economic support, educational scholarships, nd micro-credit lending
* sponsor economic and social development and participate in community restoration

Here, an Explosive Ordnance Disposal team is searching for unexploded ordnance around housing

At the Danaan Parry Landmine Education Center, the only landmine education center in Vietnam, students can learn about the dangers of UXO and volunteers can gain this education and bring back the knowledge to their own communities.

What are Peace Trees Vietnam's results?
* 404+ acres of land cleared
* 29,806+ ordnance items removed
* 40,000+ trees planted
* Mine Risk Education provided for 16,000+ children
* 100 family homes, 9 libraries, and 4 kindergartens built
* 640+ UXO victims and families received assistance

One of the kindergartens at Peace Tree Village

How can you help?

Visit Peace Trees Vietnam's website-->

Peace Trees Vietnam

Happy Halloween with a twist!

2008-11-03T17:24:59Z

Saavy Business Development Manager Rob Taylor (Reno, Northern Nevada, Sacramento, CA) was spotted last week out promoting South America cruises in his territory with a very talented assistant - his son Kasey!

Very creative- and simply, gosh darn cute!

Milestone - Ward Wagner Celebrates 20 Years

2008-10-16T21:56:19Z

One of the our team, Ward Wagner, celebrated a milestone with Holland America Line last weekend. As of October 11, 2008 Ward Wagner has been employed by Holland America Line for twenty years. All of those twenty years have been dedicated to tirelessly working his territory of Colorado, Utah, and Wyoming representing Holland America Line sales.

Reflecting on his 20 years of service, it appears Ward is considering a run for President!

Twenty years is a long time. And one worth celebrating. Ward's contributions to Holland America Line's bottom line are too numerous to name and includes a number of successful years exceeding targets, large incentive groups, and probably more charters than any other BDM before (or after) him. It also includes strong ties and great relationships on behalf of Holland America Line with our travel agent partners many of whom call Ward a personal friend.

OK, so we searched and searched his territory for a friend... and the only one we could find who would actually admit this, was someone named Garbo?

Honoring a milestone in our corporate office is difficult- because Ward works for our company out in the field. But not wanting to miss the opportunity, we decided to celebrate (and roast him) here in the office. And, of course, here on the blog!

Here's a little glimpse into our fun!

We created our very own "Ward" hand gesture- as you can see, it consists of three fingers pointed upward in the form of a "W." Some people who know Ward quite well suggested another hand gesture for him, but I reminded them that this was a "work related" blog.

Limited edition "Bobble Wards" were created and distributed all over the office!

Many people wanted to send very personal besh wishes to Ward! Here, Jo Ann Taylor, Manager of our Mariner Society gives her love to one of her former colleagues.

Some people were frankly shocked that Ward was celebrating 20 years of service. Here, is Sot Thepvongsa (his former Business Development Representative) at the exact moment that he learned Ward had worked for Holland America Line for twenty years. Sot later commented "I honestly thought Ward was celebrating FIFTY years of service!"

The sales administrative team, headed by Annette Anderson, Administrative Assistant to Paul Allen, VP of Sale poses with "Bobble Ward." Annette said "Make it quick, I've got lots of work to do because of the problems caused by the BDM in Colorado."

Susan Freed, Ward's current Business Development Representative, managed to sneak away from the phones for a pose for us. She didn't have much time, because, as she says, "Someone has to do some work in our territory!"

Celebrating Ward's twenty years was so important- that Washington State BDM Angie West literally interrupted her 5 sales calls one day to stop by and join in the fun.

Testimonial on the ms Rotterdam

2008-10-09T16:32:01Z

We recently received a testimonial on our flagship Rotterdam from saavy travel agent, Jill Chouinard, CTC, of Marketplace Travel in Dublin, CA. Jill has kindly agreed that I share her unedited comments on my blog.

Thanks to you and Holland America Line for giving me the opportunity to sail on HAL. We LOVED our cruise experience and the Rotterdam!!! The fact that we were given the chance to upgrade to the suite (a big thanks if you had anything to do with it) was the frosting on the cake. We loved the deluxe veranda suite and the Neptune Lounge, which we used frequently :). What a great selling point! Add to that, the gracious staff, all of the beautiful and cozy public rooms, the art work, the food, our fellow passengers....We felt right at home immediately and had such a wonderful time. Each cruise line is a little different, so experiencing HAL firsthand was so helpful. I now feel like I have a good sense of where Holland America Line fits into the scheme of things and who to target. I really, really like the HAL product and will do my best to help get those ships filled. I know our customers will be well taken care of on beautiful, well managed ships, and will return with very fond memories like I did.

Kind regards,
Jill

Thank you Jill for your kind words and support of Holland America Line.

Changing of the Guard

2008-10-02T21:14:11Z

For the past three years, I have had the pleasure of working with Jocelyn Wu, who has been my sales coordinator. She has been a great asset both personally and professionally- and an important part of keeping the overall Western Division running so smoothly.

As one would expect, when one has such talent, they move on. And so, a few weeks ago, Jocelyn began her new job as the Special Events Coordinator in our Public Relations Department. It is a new exciting venture for Jocelyn and we wish her well.

Often finding someone to step into the shoes of a talented employee who moves on is difficult- which is why I am extremely lucky to welcome Myra Rivera to the Western Division as our new sales coordinator. Myra began with Holland America Line in reservations three years ago and quickly rose through the ranks. She has experience at our World Cruise desk as well as sales experience in our Consumer Programs division. She is excited to be able to continue expanding her learning and career supporting not only myself, but our 15 Business Development Managers in the field.

And so, please help me in extending best wishes to Jocelyn as she moves on to her new role and a warm welcome to Myra as she joins the Western Division!

Changing of the guard- on the left, Myra Rivera, and on the right Jocelyn Wu.

Selling experiences

2008-09-30T21:51:22Z

Ken Devones, one of two of our our Business Development Managers who cover Washington State (in addition, Ken covers the state of Alaska) shared with me a photo that was taken this past summer while he was escorting one of our FAM trips to Alaska and the Yukon.

It reminded me of the importance of experiencing travel first hand and how it can help us sell better. Recently, our sales team had the pleasure of experiencing the new Eurodam on a 3-day sailing out of New York.

We currently have a number of great opportunities for Travel Agent Appreciation Fares on our upcoming sailings. If you have not sailed with Holland America Line previously (or for that matter, not within the past few years)- I encourage you to consider joining us. It is a great way for you to not only have an enjoyable, premium cruise experience- but a great way for you to increase your sales. For, you will return as "the expert."

Let me know if you do decide to join us- and I'll send the wine.

Pictured aboard the Yukon Queen II are HAL BDM Ken Devones; Yukon Queen II Captain Al Bruce, and Phyllis Watson of Incentive Connection Travel of Phoenix, Arizona. The Yukon Queen II is a Holland America Line exclusive that plies the Yukon River for 105 miles between Dawson City, YT and Eagle, AK.

A weekend in Spokane!

2008-09-15T22:37:27Z

Last Friday, myself and six BDM's decended on Spokane, WA to attend the WESTA Owners and Manager's annual conference held at The Davenport Hotel.

The Davenport hotel is an amazing historical hotel which first opened for business in 1914. It was actually shut down for 15 years from 1987 to 2002 and after being completely restored to it's glory, reopened to great fanfare. One might say the hotel went through "Signature of Excellence!"

As a sales group, we rarely get together, so it was a fun weekend for all- not only because of the conference activities, but because we had a chance to interact with each other.

Our Western Division team- from left to right- myself, Angie West, Jordan Marona,
Heidi Jo Davis, Tom Wilkinson, Carol Ryan, and ken Devones.

A visit with BDM Erin Pedersen in Las Vegas

2008-09-15T22:26:25Z

Some weeks ago, while we were in Las Vegas for Virtuoso Travel Mart, the sales team representing Holland America Line was hosted by Erin Pedersen, our local Business Development Manager.

Erin is currently on an extended medical leave due to shoulder surgery. In fact, her surgery was done in two steps- each shoulder was operated on separately. During our visit, Erin was in between surgeries and doing very well.

Earlier today, I spoke with Erin to find out how she was doing after her second surgery- and she was in good spirits. She, of course, has completely re-organized her home office (she indicated there was nothing else to do!) She misses meeting with her agents and is looking forward to being out in the field in early November when she is fully recuperated.

Obviously missing trade show set-ups, Erin put together a nice spread of appetizers
for us during our visit to her home!

September 11, 2008

2008-09-11T16:20:35Z

God bless America!

Breaking news! 2010 Signature Class ship to be named Nieuw Amsterdam!

2008-09-10T18:13:27Z

When our newest ship the ms Eurodam was named, her name was designed to highlight our European heritage as well as onboard ambience. Further tying together our history and heritage, Holland America Line announced today that our next ship will be named Nieuw Amsterdam. Nieuw Amsterdam was the original Dutch name for New York City and therefore, the two ships together represent the connection between the two countries of Holland and America. And that, of course, is how our company came to be founded and where our company's name originated.

It was further announced that the ship's interior design and art collection will reflect the glamour and history of New York City. The Nieuw Amsterdam will debut in the summer of 2010 and is currently under construction in Italy, near Venice.

She will be the 4th ship in Holland America Line history to bear the name Nieuw Amsterdam.

Here's a look back at some historical Nieuw Amsterdam's in our history.

The Nieuw Amsterdam II, built in 1938, docked at Wilheminakade in 1956. The Wilheminakade is the home of the current passenger ship terminal in Rotterdam, the site of the recent naming ceremony of the ms Eurodam.

The Nieuw Amsterdam III, which first sailed in 1983 for Holland America Line, docked in St. Thomas
during a Caribbean cruise.

Your blogger, on the bridge of the Nieuw Amsterdam III, steering the ship...
(or so they told this 17 year old boy at the time!)

Arrival in New York City aboard the Eurodam

2008-09-09T18:14:38Z

We recently had our sales meeting aboard the Eurodam in New York City. Actually, it was a 3-day cruise to "nowhere" over Labor Day weekend. Of course, it was far from "nowhere" as the Eurodam is a destination unto itself... and then, of course, is the sail away and return into New York City. It's a fascinating departure and arrival- and despite all the ports that I have sailed from during my 7 years sailing as a Purser, New York City still is #1 in my book.

We had a beautiful, sunny, clear morning when we returned. Here's a few of my photographs so that you may share in the emotion of the moment:

Verazzano Narrows bridge, which for decades held the title for the world's longest suspension bridge. Ships sail under this bridge, up the Hudson river, to get to the New York Passenger ship terminal.

Approaching the Statue of Liberty, with the deck of the Eurodam in the foreground.

The light was reflecting off Her crown perfectly that morning.

Ellis Island- the processing center for millions of immigrants- many of whom arrived on a Holland America Line ship.

The sun shining through the buildings of the financial district.

Pier 40. Originally, the Holland America Line terminal- but currently used by the city of New York.

Your photographer, and blogger, in front of the Eurodam.

Meet "Pancake Dan"

2008-08-11T23:10:08Z

Meet Dan. Dan is formerly a proud member of the United States Navy where he spent some time in the beautiful state of of Hawaii when he served our country. Dan now lives on the streets of San Diego.

What is your reaction to a homeless person or a panhandler you meet on the streets? Do you hear "do you have any change" and walk on by? I generally do. I rationalize it by saying "I donate regularly to charity- I do my part."

Today, during my walk to work today, I ran into a number of homeless people on the streets of Seattle. And I remembered my visit to San Diego for our Signature FAM last April. Where I met Dan. Dan and I shared a street corner for a moment of time. Me- hoping for some good photos of San Diego. Dan, hoping for some food.

Dan asked me if I had any change. I didn't want Dan to bother me on my mission- and I happened to have a quarter in my pocket- so I gave it to him. He was most grateful and asked me to drop the quarter in his coffee cup from Starbucks you see him holding.

Dan began to ask me about my photography. Dan was difficult to understand. He asked me where I was from- I told him I was from Seattle - and his eyes lit up as he remembered a better time of his life (he had served in the Navy and been stationed in both Ballard- part of Seattle- and Hawaii.) We spoke for the next several minutes. I gave up opportunities to take other photographs and spoke with Dan instead eventually I asked if I could take his photograph.

I call him Dan- because that is how he introduced himself. I decided I should give Dan a little more money- but didn't have any $1's - so I gave him a $5.

I've never seen a man more happy. Dan saw the $5- leaped up- and started shouting "Pancakes, Pancakes, Pancakes" - with the biggest smile on his face. He explained to me, that just up the street, was a place he could get pancakes for $2.75. I believe it had been a long time since Dan had enjoyed some pancakes.

It was what rocked Dan's world- Pancakes.

Dan changed my opinion about walking past people asking for money. Obviously, one needs to be careful. And I don't believe in supporting bad habits. But, the joy that my $5 created in Dan and his ability to enjoy his pancakes has changed me forever.

And so, this entry today, is dedicated to my friend in San Diego "Pancake Dan."

Lee's Cafe- home of Dan's pancake breakfast on April 19th.

25 years ago, today!

2008-08-07T18:27:03Z

On August 7, 1983, I boarded the ss Volendam in New York, a Holland America Line ship and sailed on a 7-day cruise to St. Georges and Hamilton, Bermuda.

Seven days later, I announced, at the age of 14- "When I grow up, I want to work for Holland America Line."

Amazing how somethings happen!

Masquerading around on the ss Rotterdam in April of 1985,
on my 2nd cruise with Holland America Line at the age of 15!