Transcript Fish and Pickle Training

Cutting Edge Customer
Service Techniques for
Libraries: Learning from
FISH! and Pickle
®
An Infopeople Workshop
Spring-Summer 2005
Instructor: Cheryl Gould
[email protected]
What’s Today About?

Creating a win-win situation
more enjoyable work
 happy customers


Two customer service approaches
The FISH! PHILOSOPHY®
 Give Em the Pickle

Visible Values

What are the visible values in your
library?

When customers:
walk in the door
 interact with equipment
 interact with staff

Redefine Customer Service

Put yourself in their shoes

not reactive or proactive but interactive
Attitude is everything- customer is not
an interruption
 Everyone teaches
 Flexible – the customer doesn’t know
your roles!!!
 Role is defined by the needs of the
work not by a job description

Bring Your Whole Self to Work

70% of your time is spent on work
related tasks, why not make it better

How are you being when you’re doing
what you love?

What hidden talents
could you bring to work?
Infopeople has received written
authorization from ChartHouse Learning
to hold this event
 Contact ChartHouse Learning for further
information. Toll-free # is 800.328.3789
Website: www.charthouse.com
 ChartHouse Learning owns and retains
all rights, interest, title, copyrights, and
trademarks.

The FISH! Philosophy
®

Play™

Be There™

Make Their Day™

Choose Your Attitude™
Play
Look for productive play in your
environment
 What dull or routine tasks can you
make more fun?
 Play should not:

exclude others (not being there)
 offend people (not being there)

“Life is what happens while
you're making other
plans. “
John Lennon
Be There

Be present while you’re doing what
you’re doing

Listen for content AND emotion

doesn’t take any more time

Don’t let tasks get in the way of your real
work of serving the customer

Antidote to being tired is being fully
present (not necessarily doing less)
Make Their Day

Make the world a better place to be
one person at a time

Something unexpected

Don’t exclude the difficult co-workers
or customers

Make it a challenge to do everyday!
Choose Your Reaction

Stop blaming
kids
 parents
 co-workers
 customers
 management


When you look for the worst,
you’ll find it everywhere
Choose Your Attitude
Be the person you want to
spend time with!
 It’s not about being happy all
the time
 If you don’t believe you have
a choice… you don’t
 Be responsible for your
attitude, it’s contagious

Take Responsibility
Instead of: "Why are they making us go
through all this change?"
 Try: "How can I adapt to my changing world?“


Instead of: “When are my people going to
communicate better?"

Try: "What can I do today to understand them?"
Aboriginal Knowledge
“Each child is named at birth, but it is
understood that as a person develops,
the birth name will be outgrown, and the
individuals will select for themselves a
more appropriate greeting. Hopefully,
one’s name will change several times in a
lifetime as wisdom, creativity, and
purpose also become more clearly defined
with time.”
From “Mutant Message Down Under by
Marlo Morgan
Give Em the Pickle

Service - Business isn’t what you sell, it’s
serving people. What’s your pickle?

Attitude – customer is the boss. How you
think about them is how you will treat them

Consistency – non-negotiable high
standards. Ordinary people doing
extraordinarily well

Teamwork – group of people that go out of
their way to make each other look good
Why FISH! Why Pickle?
©

Improve service

Accountability

Encourage creativity and innovation

Make work environment fun

recruitment and retention
Bringing It Back to the Library
Have a Plan!

What is the inspiration for doing Pickle or
FISH!
©
How does it relate to the libraries
mission?
 Who are the leaders (formal and informal)
and are they “on board”
 Who will be introduced to Pickle or FISH!

®

how will you do it
With Your Staff

Show the video

Discuss, don’t tell

Invite people to participate

Talk about how it works for you

use your own language
Let them tell you how to implement
 Model the behavior you want to see!

Change

What are the risks of changing?

What are the risks of NOT changing?
What’s Keeping You From Changing?
Challenges to Expect
1.
2.
3.
4.
5.
6.
7.
I can’t do it
What if nobody else does it
They won’t let me do it
This is silly
We’re too busy to play
We don’t have anything to throw
Leave me alone
Encourage Change

Attitude starts with one person and
usually attracts others

Allow people to share doubts

Can’t be forced

It doesn’t happen overnight
“The future is unknown
The past is finished
Right now is your opportunity to be
whatever you want to be
This moment and the moment after”
Thich Nhat Hanh