Love your Life
Several years ago, I was introduced to FISH! It is a philosophy that adds joy to your day, intensity to your interactions, compassion to your service, and an ability to handle whatever comes your way without it affecting your outlook.
This incredible little philosophy began in a fish market where several men sold fresh fish – day in and day out. Their work lives could have been and possibly were pretty routine – maybe even a little boring, until one of them decided to put a little fun into their work. They adopted a routine of “play” that became so entertaining that it ultimately resulted in a large audience of onlookers just wanting to enjoy their midday breaks by watching somebody having some fun at their jobs. The guys began throwing fresh fish around the market to one another and soon began involving their audience in the play. Now, their fish market is world famous – maybe not due to their wonderful fish, but due to their playfulness and their special antics while they work! “PLAY” is the first item in the short list of FISH! Philosophy concepts.
Another of the concepts is to “Make Their Day.” This idea is to go beyond the expected and provide above and beyond the expected toward superlative service. If a diner complains about the flavor of the soup, give him another soup and throw in a free dessert. If a couple mentions in passing that they are celebrating their anniversary, give them an anniversary cake and candle on the house as a surprise. Go above and beyond the expected for your customer and “Make Their Day.” Then watch the complimentary guest satisfaction cards come flowing in.
A third concept of the fish mongers is to “Be There.” It’s about focus; placing all of your attention and effort on one customer at a time, listening intently to not only their words, but maybe the feelings behind the words and responding to both. It’s about ignoring the ringing phone, the yelling kids in the background and making the entire world all about yourself and that one customer for the time that it takes to handle their transaction. Hearing them express their gratitude for “really listening” is a major reward for being there.
The fourth and last standard of the FISH! Philosophy is “Choose Your Attitude.” Every day we have a choice to make. We can be happy or we can be otherwise. I choose happy. Regardless of how rude or hostile a person might become, their attitude need not alter mine. I am in charge of my attitude. I choose to make it positive. No one has the power to take that away from me. My attitude begins with gratitude for yet another day, and goes on to carry me throughout the day whatever the Universe hands me.
And there, within those four little phrases, lies the FISH! Philosophy: Play, Make Their Day, Be There, and Choose Your Attitude.
Sharan Nunn is an employment counselor with Workforce Solutions – Pasadena. With a background as a human resources generalist, she has experience in both health care and hospitality industries, where outstanding customer service equals success. Sharan is a native of East Texas, and has called Houston home long enough to remember when the Astrodome was the new “Eighth Wonder of the World.”