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Adopting the FISH! Philosophy

No…I’ve not suddenly taken to sitting by lakes getting wet and chilly, in fact I can’t think of much that would be less appealing. I’m talking about a philosophy I came across a few months ago which I believe in wholeheartedly, the FISH! Philosophy.

FISH! is all about how to make your customers happy and your staff fulfilled; in some ways the London 2012 Olympics Volunteers could be described as the embodiment of FISH!

The FISH! Philosophy offers managers and business owners a practical and fun way to energise your team, deliver remarkable customer service and increase employee retention. It is inspired by a business that is world famous for its incredible energy and commitment to service—the Pike Place Fish Market.

The writers of the FISH! Philosophy Stephen Lundin, Harry Paul and John Christensen studied the fishmongers and identified four simple practices that help anyone bring new energy and commitment to their work; these are to 1) choose your attitude: try to be positive about everything you encounter, 2) play: make what you do fun, whatever it is, 3) make their day: what can you do to make your customers, staff, suppliers etc days for them? and 4) be present: engage and focus on the person you are attending to and nothing else.

Many large (and small) organisations around the world use the FISH! Philosophy to drive their customer service ethos and principles. More importantly it’s foundations are not in academic theory but based on a real, successful and highly popular business.

Don’t just take my word for it though; there’s lots of FISH! resources available on the official website and lots more that you can find through a Google search. I also have a copy of the book (it’s short and an easy read) that anyone local to me is welcome to borrow.

And imagine this…if you can be positive through your day, have fun, leave your customers feeling rewarded and have quality conversations how much more fulfilling would it be?

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I have enjoyed working with a business partner that not only has a wealth of knowledge on how to assess and develop individuals and teams, but also a strong focus on understanding my strategic objectives and aligning their initiatives with these.
Stuart Millward
Director, Professional Services
SAS Public Security, EMEA & AP