b'BUSINESSMATTERSclosed the Statue of Liberty in Octobertone and attitude you want carried and shutdown our Statute Cruises op- throughout the organization. In aAbout the Author erations.With massive costs and nocrisis, remember the 5Cs of Verne Bob Shaw is a veteran revenue, we furloughed hundreds ofHarnish, the Scaling Up author. industry executive, having hourly crew and kept a small salariedCommunication is #1 and conductedled over 100 vessels team.Statue Cruises didnt reopentwice a day with your team.Andresponsible for over 10 million passengers a year. until July 4, 2013. cascade that communication to all. He can be reached at Every August 1st HornblowerCustomer/Community Support:email@example.com out our annual crew survey.give, give, give. With no expectation In the wake of Sandy, Statue Cruisesof return.asked for an exemption as the team hadClean Up and Catch Up: time fortalk about it).One of the most famous been furloughed for nearly 8 months.spring cleaning to keep the teamHarvard Business School professors of We decided to include Statue Cruisesproactive and occupied.Figure outthe last generation, Clay Christensen, survey results, albeit with an asteriskthose projects that will give you asaid life should be judged by its next to their name.To our amazement,running start on your future. impact on people.I hope your crew the Statue Cruises crew had the highestCash, Cash, Cash: engage the entirewill have felt valued and respected improvement in operations andteam to help, plus look at all gov- during this impossible situation. found itself in the top ranks of mosternment programs such as SmallBut throughout it all, remember satisfied locations.Its worth empha- Business Administration loans orHemmingways beautiful, unadorned sizing that this survey is conducted na- other incentives. wisdom: the world breaks everyone tionwide, across a dozen Hornblowerand afterwards many are strong at the ports, and that Statue Cruises stoodCalm and Considerate: breathe! broken places.shoulder-to-shoulder with the top- Once we are on the other side of thisWell be back, and stronger than ranked usual suspects. We scratchedcalamity, people will remember howbefore because of leadership and our heads and researched this surpris- they were treated (even if we dontrespect. ning outcome, finding that the RESPECT service system, aided by leaderships superior communication, empathy and candor, had led the crew to first under-stand and then deftly navigate a very tough situation.My takeaway was that leadership and respect had made all the difference.We find ourselves in a timenow more than everthat calls for leader-ship and respect. In these situations, unprecedented for our generation, I take comfort in words from history and scholars:Alexander the Great said Id rather have an army of sheep led by a lion than an army of lions led by a sheep. Leadership always makes a differ-ence. FOGHORN readers are our industry leaders.We can demonstrate superior leadership across all levels and functions within our business. Each day, well have an opportunity to make a difference.Now is the time for calmness and clarity. Ive railed in the past against people, allegedly leaders, who act out of control.You need to set the APRIL 2020FOGHORN 33'