Fish: A Proven Way to Boost Morale and Improve Results, Stephen C. Lundin, Harry Paul, John Christensen, Ken Blanchard (Hyperion, 2000)
Fish, a fictional story based on the famous Pike Place Market in Seattle, is a book both Fowler and Shorr have their employees read. “It's absolutely one of our favorites,” Fowler says. “They’re selling fish. But the way they approach it and everything that they talk about in that book is all applicable to anybody delivering any customer service.”
Shorr says the book is based on four concepts applicable to managing not only your customers but your employees too: Be present, play, choose your attitude, and make their day. An example, she says, would be calling an employee to tell them, “Nice job on closing that ticket, and the client gave you a five-star review. I'm calling to tell you I'm so proud of you.” Or, she says, call out that accomplishment during a staff meeting or buy the group pizza on a Friday.
Image: Courtesy of Amazon
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