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