Fish!: A Remarkable Way to Boost Morale and Improve Results
The book Fish!: A Remarkable Way to Boost Morale and Improve Results is a fictional story about a woman thrust into single parenthood and a leadership position she’s not too sure she is ready for. The story follows Mary Jane through the tedious task of turning the third floor ‘Toxic Waste Dump’ into a high energy environment where the workers actually enjoy being there and working with each other.
At first, Mary Jane resorted to taking her lunch breaks outside of the office so she could avoid the snide remarks of other employees and internal customers of ‘First Guarantee Financial.’ One day while on her lunch, she decides to go for a walk through a local fish …show more content…
The actual topic of this paper is making a change in the workplace from the boring day-to-day norm to a high energy and exciting work place. The Pike Place Fish Market gave the employees of First Guarantee the same enthusiasm a group of newly hired employees would have. This topic places employees in troubled times and redundant work into something new and exciting. It gave them a chance to get to know each other as more than just a name or face. Friendships were made, which working with friends is much more enjoyable than working all day with someone you know nothing about. By instituting a ‘Be Present’ rule, the co-workers were devoted to giving each other full attention and a listening ear anytime another needed it.
The supervisors in this story were originally set out to find someone who could turn the negative productivity of the third floor into positive. Mary Jane proved to herself and her supervisors that it is possible to turn a place, even one as dull and dead as the third floor, into something exciting.
The second group mainly focused on through this story was the customer. How could they best be served? How could they not be a nuisance, and walk away having had the employee ‘Make their day?’ By implementing the ‘Be Present’ rule, the employees devoted themselves to giving the customers 100% attention and trying to do anything to ‘Make their
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The second chapter begins with a “celebration” lunch between Barbara and Jack. During the lunch, Barbara shares a story with Jack about an experience she had with a former manager of theirs named Stan. She told Jack that Stan had been rude with her in the past and described a time when she felt she was sexually harassed by him at the office. Jack was surprised to learn this had happened, but was impressed with the way Barbara handled herself in response to the incident. Barbara sharing this story with Jack showed that she trusted him, and considered him a friend. This story brings to attention one of the problems women may encounter while in the industry and gives an example of how it was handled in this particular instance. The chapter ends with Jack returning home and discussing the pros and cons of being a partner with his wife, Libby. Jack is looking forward to many of the perks, such as private golf club memberships, but is worried that the extra hours and responsibilities may affect his family life.
The employee especially concerns management because in customer service, the success of the products depends on the delivery. Thus, service organizations rely on their employees to create memorable experiences that develop a loyal customer base and ultimately carry out the organization’s strategic initiatives (Longstreet, Sturman, & Walsh, p.4, 2010). The group that will be receiving training for the training needs analysis will be the front of house staff. This staff includes: hosts, servers, bartenders and takeaway. This staff is considered the “front lines” and is directly in contact with customers on a daily basis.
I chose to write about my experiences as a cashier working in customer service because it expresses Joan Didion’s theme of accepting things you cannot change which is, in this case, the customer. Although the tone throughout the piece implies that I am annoyed by the trivialities of my job, I would like to explain that I do not hate being a cashier, in fact I love it and I could not be happier with my job. However, this does not mean it is without its “special” moments that I have experienced with certain customers, and that’s what this essay is about. My intended audience of this piece are people who intend to get customer service jobs to warn them of what they may experience. I also wanted to aim this at people who think that they always need to get their way because accepting a situation is better than trying to change it
Providing employees with the right tools to succeed was only possible through the leadership’s team relentless efforts to build trust, mutual respect, diversity and inclusion, that are embedded in its ideal culture. Shifting the paradigm to valuing the significance and importance of employees has contributed to the enormous and big gains in providing an impeccable customer service experience to all travellers, raising the bar high enough to boost customers’
The theme of “what do fish have to do with anything?” is that unhappiness can sometimes cause someone to be blind and ignorant towards others needs. For instance, Willie’s mom does not want him looking or talking to the homeless man on the streets. She tells her son this because she is unhappy so she does not see what the man is going through and instead says “He is sick do not look at him.” Another example is that Willie’s mother does not like answering Willie’s questions concerning others needs. She does not answer willie’s questions because she could honestly care less about a problem that is not hers. She could care less about other peoples problems because of her unhappiness. To illustrate, at the end of the story the mother has the
In the novel, Finding Fish, Antwone Fisher explains about his poor experience growing up as a foster child and trying to find success in life. Mizz Picket was Antwone and Dwight foster mother; the boys would experience physical and emotional abuse by her.
To understand how this pattern happens, scientists take a look at embryos. Sometimes they interfere with the development to see what occurs when things go wrong. Scientists use chicken eggs to study this. Just by adding a dab of vitamin A on a chicken embryo, you will get a mirror image of the embryo. The patch of tissue is called ZPA.
Marie is the department manager at Verve, Inc. She has been working in the position for five years. Marie starts every Monday morning with a 60-minute department meeting where each member in the department gets five minutes to report progress, share stories of success and failure, and seek general input, advice, and information. Jeremy is responsible for sharing an anecdote, an account, or a legend about the company for every first Monday of the month to keep everyone reminded of where they work and what is important. Marie has created the workplace for her department in a totally open forum. There are no walls or cubicles, and everyone including Marie is in one open room. Marie has created a skull with a victory flag on its forehead as her department's corporate logo representing the "victory or die trying" motto for her group. The group has succeeded in achieving some exceptional results in the past two years.
The book Your Inner Fish by Neil Shubin is an interesting novel that shows the evolution of some of our major structures through time. We all know about evolution and the monkeys but we never really looked in on evolution through “our inner fish”. The book was appealing because it helps to understand how we have come to be with some of the parts of our bodies we take for granted, like how we got our developed smell or our advanced color vision. Your Inner Fish is a good way to jump into the evolution of our ancestors and become more knowledgeable about where we came from.
Julia concludes on the employees becoming more enthusiastic about their work when they feel their involvement in a learning process and the benefits of the employee’s enthusiasm is passed on to better serving the customers.
In addition, an example of receiving an excellent customer service is in the video, “Undercover Boss: Boston Market”, demonstrates Sash and April attitude towards their internal customers by providing a well-intentioned, caring, and shown interest in their job by providing and present the company's products or services. Both of these examples represent the importance in a company which can help improve the company, increasing customer's loyalty, as well as improving the company benefits with greater sales and
Fishing is an activity I have enjoyed doing ever since I was a little kid. In fact, one of my first fishing voyages was with my grandpa when I was about eight years old. He was an avid fisherman who went fishing almost every day and knew everything there was to know about fishing. Grandpa got me hooked on fishing. After Grandpa died, my dad picked up where Grandpa left off. We had a pontoon, and Dad took my brothers and me fishing whenever we had the chance. To this day, I still love fishing just as much as I had on my first fishing trip with my grandpa. Many people enjoy hobbies that are relaxing and peaceful, and others prefer exhilarating activities that never have a dull moment. I enjoy fishing because it has some of both.
The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing