On a visit to Seattle, Christensen observed how animated and happy the employees at Seattle´s Pike Place Fish Market were in their work. They filled orders by flinging fish to each other, inciting laughter from the customers and compliments about their throwing/catching abilities, or commiseration if they missed. Employees would often invite customers to join the fun. The Pike Place employees gave their complete attention to each of their customers and ensured each had an enjoyable visit.
Christensen realized that not only were the workers making a routine errand fun for themselves and their customers, they also were selling tons of fish. He constructed the FISH! Philosophy from his observations of Pike Place employees, arriving at four key concepts:
Make Their Day
Be There [for Coworkers] (Often referred to as "Be Present" This is more to do with giving your full attention to a task or individual.)
Choose Your Attitude
The resulting FISH! film was translated into 17 languages and spawned a series of spin-off book titles, including Fish! A Remarkable Way to Boost Morale and Improve Results which has been translated into 34 languages. Many companies and organizations have paid to introduce the FISH! Philosophy to their workplaces
It was one of the managment training progreams that swept America, then even in the places- England (barr one very forward thinking Marketing manager ((David))- where customer service was not what they were know for. It became a way of looking at the workplace.
Mostly comprised of having a good time at work, having fun with clients and customers, and co-workers it was so straightforward and simple that it became almost a mantra.
today, being Friday, is a good day to start....