Fascinated by how the attitudes of the fishmongers create a memorable customer experience, Cerritos Library knew FISH! was a natural fit. After training sessions, the staff quickly internalized the four practices and put them to work. Cerritos Library has a regular FISH! training session every six months, for new employees as well as those interested in a “renewal of spirit.”
Fresh FISH! Experience
During quarterly meetings, participants share how they made someone’s day and how someone else made their day. Cerritos employees have translated the FISH! principles into their own terminology; for example, “Make Their Day” is defined as “We are each others’ customers.” The library has launched its own comic strip to engage and educate customers, with life-size characters bringing the comic to life. In the morning briefing, staff members are given a chance to Be There for each other by talking about anything they need before customers arrive. Sometimes this briefing includes music and dancing to energize staff for the day. The library has added an outdoor café, complete with entertainers and karaoke evenings.