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The world famous Pike Place Fish Market decades later.
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The FISH! Philosophy: A revolutionary path to exceptional customer orientation



Intro to Fish Philosophy – the exceptional customer focus

Fish Philosophy – the exceptional customer focus: Imagine a workplace where every day starts with energy, fun and a deep connection with customers.

Pike Place Fish Market in Seattle has achieved just that and has become a global symbol of a unique and inspiring company culture. As someone who is passionate about finding ways to transform businesses and their customer service, I find the FISH! philosophy is not only inspiring, but revolutionary.

The approx. 6-minute video shows the philosophy and also what every company can learn from it.

What’s it all about? The magical Pike Place Fish Market in Seattle

In the heart of Seattle lies a place that is more than just a fish market. The Pike Place Fish Market is a stage where extraordinary customer experiences are created every day.

The staff don’t just throw fish with acrobatic skill; they create moments of joy, of everlasting memories that attract visitors from all over the world. This store thrives on its unique culture – a culture that shows how powerful the right attitude and a dedicated team can be.

The centerpiece: The FISH! philosophy

The FISH! philosophy is simple yet profound. It is based on four pillars:

Choose your attitude: every morning we decide what attitude we start the day with. This choice is powerful and sets the tone for everything that follows.

Be present: In a world full of distractions, real presence is a gift. We are present with our customers and colleagues with full attention.

Make their day: We actively look for ways to make our customers’ and colleagues’ day special. Every interaction is an opportunity to spread joy.

Play, seduce (not “sell at all costs”): Work is not monotonous. Neither is scooping ice cream in the morning. Fun and play create an environment where creativity and innovation flourish.

Why it works: The essence of the FISH! philosophy

The magic of the FISH! philosophy lies in its ability to transform workplaces into stages with a unique production.

It brings energy and enthusiasm that spreads like wildfire. In our language: the best and most memorable customer experience.

When employees consciously choose their attitude, are present, brighten up the day of others and have fun in the process, an environment is created in which people not only want to work, but customers also want to stay and participate. (Keywords are involvement and gamification).

This philosophy proves one thing: work is more than just ticking off tasks; it is a stage, a constantly new production tailored to each customer to create positive experiences.

How to revolutionize your customer service with Fish Philosophy – the extraordinary customer orientation

To bring the FISH! philosophy to life in your company, I recommend

  • Inspire your team: start with workshops to teach the principles of the FISH! philosophy. Inspire your team with the power of a positive attitude.
  • Be the role model: Leadership starts at the top. Exemplify the principles and show how it’s done. Or as we say here in the north: the fish stinks at the head first. That shouldn’t be the case.
  • Celebrate successes: Recognize and celebrate the moments when your team puts the principles into practice. Positive reinforcement works wonders.
  • Customize it: The FISH! philosophy is by no means a rigid system. Adapt it to the uniqueness of your organization and make it your own. For example, give yourself more freedom to make decisions or change the company goals, i.e. also other goals as before and not individual goals, but team goals, to name just a few elementary things.

Recognize the effect: When the magic works

You know you are successful when your customer focus has taken root, when your employees come to work with a smile every day, when customers report enthusiastically about your service and when the energy in your company is noticeably different. A good NPS is not the hard currency, but the aforementioned aspects that contribute to the culture. The NPS is then the logical result.

It is about creating a community in which everyone supports and inspires each other. Not next to each other, but with each other and for each other.

When you see that your team members and customers are not just satisfied, but enthusiastic, then you know that the FISH! philosophy is alive in your company.

Conclusion on Fish Philosophy – the extraordinary customer orientation

The FISH! philosophy is more than just a set of principles; it is a movement, a call to rethink the way we work and interact with each other. Perhaps it is even an obsession.

It offers a way to not only provide exceptional customer service, but also to create a unique work environment filled with joy, energy and mutual respect.

Let’s walk this path together and revolutionize the world of customer experience.

PS: We develop the training and education program


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