FISH STICKS ………The Fish Philosophy. Life is pretty simple….You do some stuff. Most fails....
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Transcript of FISH STICKS ………The Fish Philosophy. Life is pretty simple….You do some stuff. Most fails....
FISH STICKSFISH STICKS
………The Fish Philosophy
Life is pretty simple….You do some stuff. Most fails. Some works.
You do more of what works.If it works big, others quickly copy itThen you do something else
The trick is doing something else !!
Your Company…Your Company…
Providing Legendary Customer
Service !!
HJ Heinz…HJ Heinz…
To do the common thing
uncommonly well
FACTSFACTS
91% of unhappy customers will not continue business with you.
85% of them MIGHT, IF you remedy the complaint.
Every customer that complains tells 26 others…..where?
71% of lawsuits against healthcare providers are due to perceived interpersonal process issues.
The success of any The success of any organization is based on the organization is based on the individual success of each individual success of each
person in that organization. person in that organization.
Who are these people?Who are these people?
Tank Sniper Grenade Know-It-All Yes Person
Maybe Person Nothing Person No Person Whiner
TANKTANK
ConfrontationalPointedPushyAggressive Attackers (but nothing personal)In & Out
SNIPERSNIPER
Rude CommentsUses Biting SarcasmUses Non-VerbalsWants to make victim look foolishBack-Stabber
GRENADEGRENADE
ExplosiveRavingGoes on and on about unrelated issuesRegrets Behavior
KNOW – IT - ALLKNOW – IT - ALL
Low Tolerance for ContradictionQuick to Blame OthersDoes Know A Lot
YES PERSONYES PERSON
Wants to Pease Avoids ConfrontationForgets Prior CommitmentsOver CommitsCan’t Say No
MAYBE PERSONMAYBE PERSON
ProcrastinatesHopes for Better OptionsHung Up on the DownsideIndecision Results in Decisions by Default
NOTHING PERSONNOTHING PERSON
No Feedback“I Don’t Care”“I Don’t Know”Stares Past YouMouth Sealed Shut
NO PERSONNO PERSON
Deflates HopeNegative Attitude“That Will Never Work”“They Will Never Let Us Do That”
WHINERWHINER
HelplessOverwhelmedNothing Measures UpComplainsDepressed
It’s time to loosen It’s time to loosen up….up….
PLAY MOREPLAY MORE
See people as a See people as a BLESSING instead of BLESSING instead of
a PROBLEM.a PROBLEM.
John C Maxwell…John C Maxwell…
You add value to people when you
value them!
We spend more time We spend more time at work than we do at work than we do with our families.with our families.
If you impose anything from the top, over time, that’s exactly where it
remains.
A common language…FISHA common language…FISH
New attitudes developPerformance improvesTrust increasesCUSTOMERS NOTICE
Let’s watch Let’s watch FISHFISH
REVIEW TIME…REVIEW TIME…
This is the interactive part; This is the interactive part; you had to know this was you had to know this was
coming…….coming…….
PLAYPLAY
How can we possibly PLAY in How can we possibly PLAY in Healthcare? We do serious Healthcare? We do serious
business in hospitals !!business in hospitals !!
Work –vs- Play…Work –vs- Play…Work is Negative. Play is Work is Negative. Play is
Positive.Positive.76% of the workforce said the 76% of the workforce said the
level of fun at work is less level of fun at work is less than it should be.than it should be.
How can we PLAY ?How can we PLAY ?
PLAYPLAY
FOOD !!RecognitionCasual dress daysCostume daysTheme daysCommunity ProjectsPhotos / Displays
Play is defined as to have fun Play is defined as to have fun and act in a light and caring and act in a light and caring
way.way.
LIGHTEN UP!! LIGHTEN UP!!
What do we need in order to What do we need in order to Play?Play?
TrustPermissionBoundaries (not to offend)Common CourtesySensitivityWe do serious work, but don’t take yourself
to serious.
MAKE THEIR DAYMAKE THEIR DAY
When someone makes your When someone makes your day, you naturally want to do day, you naturally want to do
the same for someone. the same for someone. Eventually, teamwork Eventually, teamwork improves…..it has to.improves…..it has to.
The difference between The difference between making someone’s day and making someone’s day and
being pleasant is…..being pleasant is…..
Taking the extra step that is Taking the extra step that is not expected, through acts of not expected, through acts of kindness, compassion, and kindness, compassion, and
caring……caring……for example…….for example…….(U of I, Diet coke)(U of I, Diet coke)
Aristotle…Aristotle…
We are what we repeatedly do. Excellence, then, is not an act, but a habit.
Making someone’s day does Making someone’s day does not have to be a big not have to be a big production…..[I have production…..[I have
handouts!]handouts!]
My challenge to YOU.My challenge to YOU.
BE THEREBE THERE
Remember your school Remember your school days when the teacher days when the teacher took attendance……..?took attendance……..?
The same thing happens The same thing happens in our work. We go in our work. We go through the motions through the motions without really paying without really paying
attention….attention….
We are SO focused on our We are SO focused on our own AGENDA, that we forget own AGENDA, that we forget others. We are SCRIPTED.others. We are SCRIPTED.
For example…For example…
Liason in DCWatch checkersDMVHawthorn SuitesStaples____MartFord dealerHardware store
Eye rollers:Eye rollers:
JP talked about this.JP talked about this.
Are you an eye roller???Are you an eye roller???
CHOOSE YOUR CHOOSE YOUR ATTITUDEATTITUDE
When you choose your When you choose your attitude, it not only affects you, attitude, it not only affects you, but everyone with whom you but everyone with whom you
come into contact.come into contact.
ATTITUDES, whether helpful ATTITUDES, whether helpful or hurtful, spread like viruses or hurtful, spread like viruses through offices, schools, and through offices, schools, and
homes.homes.
Can we have as much fun as Can we have as much fun as the Pike Place Fish guys ?the Pike Place Fish guys ?
The answer is YES, YES, YES. Most people think play is the opposite of work…
WRONG
Let’s Watch FISH Let’s Watch FISH in a Health care in a Health care
setting……setting……
BUT….they did something BUT….they did something about it !!about it !!
And so can you.And so can you.
PLAY…PLAY…
Makes your job funEnergizes the creativity and problem
solving abilities in youPleases customers and team membersMakes boring tasks easier to do Makes the time pass more quickly
Make their day…Make their day…
React to each person as an individual. What would make this person’s day? What can I do? Look at grouchy people as a CHALLENGE or
even a game. [Happy people are easy]
Play with them….you have nothing to lose….
Be There…Be There…
Listen to a co-worker, family member, or friend. Don’t just wait your turn to talk. Simply
LISTEN. Put aside your agenda and concentrate on what your friend is saying (or
customer or patient, etc.).
Choose your attitude…Choose your attitude…
It’s the last point and the bedrock under the first three…
In order to have the FISH attitude, and consistently live and work by the first three
points, you have to recognize that, whether you want to or not, you choose your attitude.
ATTITUDEATTITUDEby by
Charles SwindollCharles Swindoll
Abraham Lincoln…Abraham Lincoln…
Whatever you are – Be a good one.
Well….that’s about it. Well….that’s about it. FISH STICKS…. FISH STICKS….
Pick them up. Put them where Pick them up. Put them where you need them and enjoy you need them and enjoy
yourself !!yourself !!
“Customers don’t care how much you know, until they know how much you care !!”
Thank you so much for your Thank you so much for your attention. Take out of this attention. Take out of this
what you want and apply as what you want and apply as you see fit.you see fit.
Best Wishes….Best Wishes….JohnJohn