Business Leadership Management

Fish! A Remarkable Way to Boost Morale and Improve Results (Summary)

by Stephen C. Lundin, Harry Paul, and John Christensen

Imagine a workplace so dreary and toxic it's nicknamed the 'energy vampire.' Now imagine transforming it by taking lessons from a group of fishmongers in Seattle who became world-famous... for throwing fish. They aren't just selling seafood; they are creating an unforgettable, high-energy experience for every customer by choosing to have fun, and in doing so, turned a smelly, grueling job into a source of passion and profit.

You Choose Your Attitude

The most fundamental choice you make each day is your attitude. Regardless of external circumstances, you have complete control over how you decide to show up for your work, your colleagues, and your customers.

In the book, the fishmonger Lonnie explains that he chooses his attitude every morning before coming to work. He could be grumpy and tired, but he consciously decides to be upbeat and engaged, a decision that ripples out to everyone he interacts with throughout the day.

Work Can Be Play

Integrating fun, humor, and lightheartedness into the workday isn't a distraction—it's a catalyst for creativity, energy, and deeper engagement.

The most iconic example is the fishmongers themselves. When a customer orders a fish, the employee at the counter shouts the order and dramatically throws the fish through the air to a colleague behind the counter, who catches it with flair. This turns a mundane transaction into a delightful spectacle for everyone involved.

Make Their Day

Shifting your focus from simply completing tasks to actively creating memorable, positive experiences for others is the key to exceptional service and strong relationships.

A fishmonger notices a tourist who is hesitant to buy fish because she has to fly home. Instead of just moving on, he engages her, finds out where she's going, and specially packs her fish on ice in an airline-approved container. He turned a potential lost sale into a moment of genuine care that the customer would never forget.

Be Present

Giving someone your full, undivided attention is a powerful way to show respect and build trust. When you are truly present, you connect with people on a deeper level.

When the main character, Mary Jane, first talks to Lonnie at the chaotic market, she is amazed that despite the noise, the crowds, and the flying fish, he gives her his complete focus. He listens intently, making her feel like she is the most important person there, demonstrating the power of being present.

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