Fish Philosophy is Food for Thought
29th August 2013
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Following the results of a recent survey showing customer service in the UK has plateaued for the first time, businesses are being warned not to cut corners in order to stay competitive.
According to the UK Customer Satisfaction Index published by the Institute of Customer Service there’s been a slight decrease in overall satisfaction, from 78 out of 100 in 2012 to 77.9 in 2013.
Rachel Linstead from Lincoln-based business consultancy Firecracker says in recession consumers are increasingly driven by price but they are also becoming more discerning and willing to speak out if they experience poor levels of customer service.
“Businesses are facing all kinds of pressures in today’s world thanks to the recession and might be tempted to make cut backs to enable them to reduce their prices,” explained Rachel. “This can have a detrimental impact on staff morale, which can in turn affect customer service levels.
“However, customer service can help differentiate you from your competitors and with the growth of social media, which has provided complainants with a public means of redress, maintaining high standards is more important than ever before.”
According to Rachel happy employees deliver the best customer care and to help Lincolnshire businesses engage their workforce she’s introducing the hugely successful FISH! Philosophy to businesses across the county.
Used by businesses such as Mars UK and Google as well as smaller organisations like Norfolk Constabulary, The FISH! Philosophy is based on four simple practices aimed at boosting staff morale and making their time at work more enjoyable so that they engage more effectively with customers.
Rachel has been working as a business coach for over five years and set up Firecracker in 2011. She is currently one of only three qualified licensed FISH! Philosophy trainers in the East Midlands.
“FISH! is a brilliant way of energising teams, improving customer service and increasing employee retention and was inspired by a business that is world famous for its incredible energy and commitment to service - the Pike Place Fish Market in Seattle,” explained Rachel.
“It’s relevant for any business that wants to improve the culture and productivity in the workplace and the principles can also be used in everyday life. I first came across it over 10 years ago and was so impressed I decided to become a certified Fish Philosophy trainer.
“I’m now looking forward to teaching Lincolnshirefirms how to harness engagement for innovation and growth and how to maintain morale through difficult challenges such as downsizing.”
One of the businesses Rachel has worked with is law firm Wilkin Chapman LLP which employs 295 staff at its offices in Lincolnshire and East Yorkshire.
“Rachel offered to run a FISH! Philosophy course at our Lincoln office,” explained Partner David Buckle. “The training session offered an alternative and fresh approach, presenting a different perspective on working life. The group activities allowed all members of the team to consider working throughout the day in a manner that would develop productivity in a more energetic and enthusiastic way.
“Office environments do not have to be formal and the video and activities showed that any working environment can be enjoyable.”
Businesses who want to find out more about The FISH! Philosophy can visit the Firecracker website http://www.firecracker-uk.co.uk/services/fish-philopsophy/ or contact Rachel on 07710520034 or email firstname.lastname@example.org
Notes to Editors
- The FISH! Philosophy includes four simple, interconnected practices. These are:
- Be There: Setting aside distractions and judgments in order to be ‘fully present’
- Play: Being enthusiastic and creative whatever you are doing and playing with ideas to help find solutions to everyday challenges
- Make Their Day: Being thoughtful and doing simple acts of kindness
- Choose Your Attitude: Choosing how you respond to others
- In addition to The FISH! Philosophy Rachel is also a Certified DiSC Trainer and uses DiSC Personality Profiling to improve communication, teamwork and leadership styles.
- She also is an experienced business coach and is a SFEDI accredited business coach & mentor.