Fish!
By Stephen C. Lundin, PhD, Harry Paul, and John Christensen
Hyperion,
New York, 2000
http://www.hyperionbooks.com
Major league batters go into a slump, basketball players hit a dry spell, no matter what you do, and how good you are, there are times when you need to "refresh." Do you dread going into the office to face another day of whiney patients and grumpy dissatisfied employees? Maybe Fish! can help.
Fish! is a small management book with some big ideas. The ideas are woven into a story based around an insurance company, and the Seattle fish market. More direct than "Who Moved my Cheese," and more specific than the One Minute Manager, Fish! should be on everyone's reading list.
The book's forward tells us "Fish! is a parable, an invented story about finding the deep source of energy, creativity, and passion that exists inside each of us by learning to love what we do, even if at the moment we may not be doing exactly what we love". 1 As Doctors of Optometry we have an advantage, because most of what we do, we really do love. As managers, or even employees, sometimes we do need to reconnect with our passion and energy.
The danger of summarizing a one hundred page book is that you could just re-write the whole thing, but I will give away the good parts and tell you how I think they are relevant to Optometry. From observing a dynamic, fun, customer service oriented place of business, The Seattle Fish Market, Mary Jane comes up with four rules. Using these rules she brings the same energy to her dull, customer irritating, insurance business.
Rule One: "Choose Your Attitude"
A basic tenet of the Dale Carnegie Course® is "Act enthusiastic and you'll be enthusiastic." Sometimes you do have to "fake it till you make it." It doesn't matter if you are the boss of twenty, or you are an employee with no managerial authority, this is something you can do starting today. The Journal of the American Medical Association (JAMA) article says that "doctors need to practice deep and surface acting to empathize with their patients." 2
I have had some co-workers who choose to be grumpy. However, every patient, and employee you come in contact with will be happier if you choose something else. We can choose to be caring, energetic, vital, supportive, and creative!
Rule Two: "Play"
We can find ways to interject fun and play into our day. It might be as simple as a joke or decorating for a holiday. We can make the day go by faster and develop teamwork by having fun. Play and fun don't necessarily mean not working. We can interject "play" into our office lives and be very productive.
Rule Three: "Make Their Day"
This means finding ways to deliver top-notch service to our patients. If you have chosen a positive attitude and think creatively, you will find ways to enhance your patient's experience. In addition, in a large office much of the work that needs to get done depends on the cooperation between staff members. For example, the insurance can't get filed if the tech doesn't code the bill right. Celebrate successes! Set up an interoffice "kudos" board so staff can recognize their co-workers. If a patient compliments the staff, make sure everyone knows it. If you have had a busy day and everyone worked hard, pulled together, and it was a good day, tell your staff "Thank You! Everyone really worked hard today and I appreciate it."
Rule Four: "Be Present"
Have you ever drifted off and started thinking about something else during refraction? If you are talking on the phone, do you balance your checkbook at the same time? In this age of multitasking we think doing two things at a time is efficient. However if you are trying to communicate with another person, that is really the only thing you can do and have it be effective. "Be present" for your patients, staff, and family.
This little book presents some big ideas. It can be a springboard to real change, or at the very least, a boost of energy to make the next month easier.
1 Fish! Stephen C. Lundin, PhD, Harry Paul and John Christensen, Hyperion, New York, 2000
2 Larson EB, Yao X., "Clinical empathy as emotional labor in the patient-physician relationship", JAMA. 239(9): 1100-1106, 2005 Mar 2.
Reviewed by: Melanie Crandall, O.D., M.B.A.
