Using the ‘Fish Philosophy’ to Better Serve Clients

If there’s one thing most of us have learned from this long recession, it’s that people’s attitudes often count for more than whatever external situation they happen to find themselves in. When the economy grew challenging, some folks and organizations became depressed and fatalistic, while others simply got down to business. They worked a little harder, perhaps much smarter, and otherwise just refused to accept that the tough macroeconomic climate doomed them to failure. And today they’re reaping the rewards of those upbeat attitudes.   

In running our own business, Redemtech has for a number of years focused on a couple of bedrock principals we learned from Jim Collins’ classic management book, Good to Great. Among our “hedgehog” principals, or core values at the center of what makes us successful, are being a great place to work and offering customer-centric service.

To build on those strengths, we’ve decided to add another proven management approach for 2010—the fish philosophy. Perhaps you’ve heard about this method, an outgrowth of the way business is done at the popular Pike’s fish market in Seattle. It involves four elements:

Be There--be emotionally present for people. It’s a powerful message of respect that improves communication and strengthens relationships.

Play--which taps into our natural way of being creative, enthusiastic and having fun.

Make Their Day--find simple ways to serve or delight people in a meaningful, memorable way.

Choose Your Attitude--take responsibility for how you respond to what life throws at you.

We’ll now be using these principals in a number of ways—from improving all of our internal and external relationships to how we communicate with everyone. We’ll even be using this approach to add fun, enthusiasm and passion to all our meetings. Sometimes that will mean breaking out in song without warning, while others it might mean pitching in to help with a volunteer project in the community. Whatever path it might take, we’ll do it in the most energetic and fun way we can think of.

In my new role as Redemtech’s director of Global Service Delivery and Solution Design, (in addition to my former duties, running our agile management practice), I’ll be in the middle of delivering on those promises. I’m looking forward to these new challenges in the upcoming year. Meanwhile, here’s hoping our readers will have a very happy holiday season.

Comments

[Katie]

Barbara:

Thank you for the recognition! We are thrilled that you have found FISH! and are embarking on an exploration to catch the energy and release the potential. Attitude has the capability to make or break a day, influence a profit or a loss, and make work a joy or a laborious task. At ChartHouse, we constantly remind each other – who are you being when you are doing what you are doing? How do you show up? Are you being present for your customers and peers with a joyous attitude in order to create a lasting, positive experience? If not, then we are not living up to our proclaimed and celebrated values.

Have you discovered The FISH! Philosophy Network (aka FPN)? Check out the following: http://www.fishphilosophynetwork.com/ to engage with other FISH! philosophers, fans, and creators. Many people have found this an especially helpful resource to network, share ideas, and trouble-shoot together. As a creative meeting invite, you might enjoy the FISH! invite, available at http://www.charthouse.com/content.aspx?nodeid=20305.

To help you on your journey, we also offer a variety of workbooks, services, and other products. Please keep us updated on your progress (we love learning customer stories) and let us know how we can make your day!

Katie

952.890.1800
katie.m@charthouse.com
ChartHouse Learning, home of The FISH! Philosophy