Dan Deininger (Innovative Solutions Group) Comments:

Hello!

I really enjoyed reading FISH! It is an easy to read book with a GREAT message.

The four points:
1. Choose your attitude
2. Play
3. Make THEIR day
4. Be present

I think the CMS team needs to set the example in all of these points. 

1. Attitude: Like it or not we are in a service business. We need to determine that we are going to give the clients the best service possible. That we will go the extra mile. If we are not ready to do that, we should be looking for another job. As Team CMS we should be striving to be the BEST TEAM in the world for the independent club owners. Quick to return calls, Following thru on what we say we will do, and there when we say we will be there.

2. Play. We need to have fun. If we enjoy what we do, others will enjoy being around us and want to associate with us. Some of our doodads should just be for fun!  (like the clicker and the squeeze pill). We may be serious and professional, but we can and should also have fun doing what we do. We should remember to have fun stories to tell and share. Giving our clients a reason to smile.

3. Make their day! We should also remember personal items about our clients and those we are working with. I know it REALLY made Val's day when CMS staff took her to coffee. She was SO impressed. It really made her day. We need to find out when our clients birthdays are, spouses birthdays, etc Sending ecards is an easy way to do that. Hallmark.com has a date reminder system.. and there are others out there too. It is often the small things that many people don't do that when YOU do them really does make someone's day. 

4. Be present. We need to make sure we reall'y focus on the person when we are talking to them - even on the phone. Trying to multitask and read email at the same time, etc, doesn't hack it. We need to focus our energy on them.. and applying our creative juices to solving their current problem or challenge. Sometimes taking notes when talking to them on the phone helps me stay focused. When in person, maintaining eye contact. IF we don't have the time to focus or "be present" we should tell them we have a conflict or distraction and reschedule for a time when we are not distracted.

I liked the way the "dead department" got away for their final meeting and had assigned each member of the staff to make part of the presentations on one of the four points above. I think it would be fun to have all of Team CMS break into 4 teams and each make a short presentation at the conference.

Dan