August seems an appropriate time to "go fish!" But I'm not talking about the act of fishing or playing the card game from your youth. I mean, apply the "fish philosophy" to your work and personal life.
Packing fresh fish is a slimy, smelly, icky job. The World Famous Pike Place Fish Co. in Seattle, however, has become famous for its fish and for its workplace. It has truly become a world-class workplace.
So how do we get employees to focus their energies on helping the company grow?
There are four great short books out there in the Fish! series that capture the spirit of the fish-packing company: "Fish!" "Fish! Tales," "Fish! Sticks" and, most recently, "Fish! for Life."
For a management theory, the principles are surprisingly simple and can have a monumental effect on your customer service and employee satisfaction.
Choose your attitude
Many extol the virtues of a positive attitude. We hear quotes like: "Attitude is the little thing that makes a BIG difference" and "Your attitude, not your aptitude, determine your altitude."
Yet many of us either don't realize or forget that we and we alone are responsible for our attitude. Often, we blame others or the situation and allow ourselves to slip into crabby, despondent or belligerent without making a conscious choice to do so.
What if you actually had to select your attitude for work, like you select your clothes? Would you consciously choose "crabby"? I think not.
So try this for a week and see how it works. When you decide what you are going to wear for the day, also decide what your attitude will be. An "attitude of gratitude" or an "attitude of servitude" might be far better choices. You will certainly have a better day, and so will all those you come in contact with -- whether they are friends, family, co-workers or customers.
If you are in management, your attitude has a tremendous effect -- good or bad -- on your staff. Be careful to be a role model for what you want others to do.
Be there
The concept of "be there" is to really live in the moment and pay attention to what you are doing or the person you are assisting. REALLY listen, don't "zone." Probe for what they are wanting and how they are feeling. Focus on the here and now.
This is a great way to improve customer service and increase the quality of your work. It also is a great way to improve friendships or your marriage. We often tune out the ones we love instead of exploring their thoughts and ideas. A study in Psychology Today showed that the No. 1 reason extramartial affairs start is the partner discovered someone who listened. Listen to your partner, before someone else does.
Make their day
Actively look for a little way to brighten the day of those around you. Internal customers, external customers, friends and family all could benefit from this. You can go to new heights of customer service.
A friend and I were dining in a restaurant downtown where the waitress never smiled, offered no small talk and tossed the change down on the table as she breezed past. She had numerous opportunities to "make our day" but didn't.
At a different restaurant, the waiter was relaxed, attentive and joked with us. It really made the whole experience much more enjoyable, and his tip was much better. So get out there and start practicing random acts of kindness on your customers, co-workers friends and family.
If you are in management, look for ways to make your employees' day -- praise the work they did, take time to ask about their weekend or family, allow them to choose assignments, etc. You can make a positive difference in their attitudes.
Play
This should be the easiest but is frequently the most challenging of the four principles. Many of you in management think that if an employee is having fun and enjoying his job, something is wrong.
Work should be fun and enjoyable. It's where we spend most of our waking hours. If the employee is enjoying work and happy to be there, you can bet the customers notice and enjoy doing business with your company more.
Southwest Airlines is a prime example of a company that fosters a sense of fun -- and where it's OK to play while you work. And it has one of the best "bottom lines" in the airline industry.
Foster a sense of fun and camaraderie at work. If you can't think of anything fun, put a group of your employers in charge of a fun activity every month.
It's summertime, and the living should be easy. It also is a great time to let the Fish! philosophy dock at your office. What a great way to lighten up the work environment, become a workplace of choice and deliver world-class customer service all at the same time. hk
Cynthia Stotlar, Topeka, started Creative Business Solutions, a human resources and information technology consulting firm. Readers can reach her at cynthia.stotlar@CBSKS.com.
