My Treasure Basket

Would you buy FISH?

I just reported back for work. It is my second day today. The moment I step on the production floor, I immediately received feedback and news about the many challenges and pressures that our line of business has encountered while I was away. Well, what do you expect from a call center business? Although there were good news such as lesser deliverables for team managers, the failure in meeting major metrics in June and the emotions over a possible escalation swallowed all that was nice.

One of the struggles that we have right now is our quality of service. We need to increase our positive surveys fast despite pressure from the client. So in order to aid in the improvement of our scores, one of our team leads introduced the FISH! philosophy which she found was helpful in increasing her own team’s numbers.

The FISH! philosophy is a workplace management system created by John Christensen. It has 4 principles BE THERE, PLAY, MAKE THEIR DAY and CHOOSE YOUR ATTITUDE. It teaches workers how to integrate fun while working, making sure that customers are satisfied at the end of the conversation. A lot were skeptical about the new approach to improving our numbers since it might affect other metrics in the process like the average handle time. However, after understanding each principle in the philosophy the presumptions were erased. Instead, we found out that it will rather help in achieving good results in other metrics.

For me, the FISH! philosophy does not apply only at work scenarios. This can also be helpful in running a family where everyone spends quality time for each other (BE THERE), have fun with each other (PLAY), say “I Love You” to each other whenever possible (MAKE THEIR DAY) and choosing to listen while someone is talking (CHOOSE YOUR ATTITUDE). How about you? Would you buy FISH?