There are four elements to FISH! Play, Be Present, Make Their Day, and Choose your Attitude.
I am still in the beginning stages of making a difference at work, it is a slow process - but I do see change. The attitude thing is hard, I am currently working on the difference of Feelings vs. Attitude.
Feelings can affect your attitude. Attitude is what you present, self image, how you react, what you portray. Inside emotions are your feelings - how your heart reacts.
On Wednesday I will address these issues and begin the next three elements of success for my departments.
Play seems easy, everyone likes to have fun at work. Games, contests, but most importantly it is the attitude that you choose.
Make their day, all right, say one nice thing, that's a start. The res. agents can smile when on the phone, VIPS can greet the guests as they enter the office with a warm friendly smile. ST can not be so RULES, RULES, RULES and be more friendly.
Be present, do not put a customer one hold to long, do not get distracted, focus on the customer and their needs.
Which comes back to choosing your attitude. Be nice! Treat people nice, sounds simple, but I have staff members that need coaching.
I have finished the 3rd book" FISH! For Life", amazing how you can incorporate the above lessons in your home life, no matter what the challenges are in front of you. Now, it is time to apply and take action.
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1 comment:
Great lessons, Deb!! Thanks for sharing. I should have brought my Fish book on the plane, but totally spaced it. Can't wait to read it this weekend!!
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