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Vince Moravek (Comicazie Creative Services) “Fish!" Book - CMS Integration Notes (Presented in no particular order/importance) Lonnie asks the lady at First Guarantee to "find the spark". - Who is a CMS "spark" now? - Whose mood instantly ramps up the mood? - "Pick a Mood of [Good] Attitude" - negative moods with negative synonyms: "nasty mood". - positive moods with positive synonyms: "exciting mood". - Identify "spark" elements. - Each person adds different elements. - Exemplify spark elements. - Spark Program: "Sparks start fires" (in a good way). Lonnie: "It's not just about throwing fish." Indeed, it's not. As with all other motivation programs, real-life, everyday elements need to be identified as candidates for change. How the phones are answered, how clients and consultants are treated on a routine basis. Is it all just polite "business-as-usual" or can some fun "fish" element be added to each? - Some brief, daily enlightening quote or insight to end calls with. - A fun, unsolicited "gift" extra with every order (maybe it could be a sliding scale with bigger gifts for bigger orders, etc.). Club cartoon books, maybe? - Fish! book - Fish! philosophy-adapted-to-clubs sheets - Clubdoc Club Quote Calendar - Wit & Wisdom daily; or quote weekly. Quote or wit plus a couple lines on how it helps/affects club management, etc. - Every once in awhile, throw out a 90% entertainment/10% educational cybercast (I could write these with you): How NOT to run the front desk; dealing with tough customers; some insane or frustrating details that all ICOs deal with); fun solutions. Sustaining Factors. As with all of these type of motivational or morale programs, they all peter out eventually without program reminders and other sustaining factors, tools and processes. Without constant "reassurances" and positive feedback experiences, these programs all wither away eventually. Some suggestions: - Scheduled "reminders"/ events - Although this isn't a specific suggestion, when I worked for a small, 6-person environmental consulting firm in the mid-90s, absolutely every Friday afternoon, we took a chunk of petty cash and got a couple six packs and bags of potato chips for the office. Every late Friday afternoon was an office party. While it was fun, yeah, I don't think brining alcohol in every Friday is a very good idea in the long run. It DOES help keep people in on Fridays, allows something to look forward to and eliminates the dragginess of the end of the work week, but such stuff is too incapacitating! Perhaps if every Friday was some kind of generic Fish! day, where homemade stuff is brought into the office for a standard gorging... other clients and local consultants would be encouraged to wander down and network if they feel like it... no requirements but having a good time; the office talk/networking would occur naturally. - Perhaps it could be scheduled on a rotation: each close consultant and staff member would be charged with bringing in some fun each week. On their week, they can either make it a surprise with treats or something; or the person charged with the Fish element that week could request, the day before, that everybody has to wear a funny hat; dress up like a specific co-worker; etc. Much potential. To walk-in clients: "Yeah, it's our funny hat day. What can I do for you?" THAT would make an impression! Anticipated Elements - An identified monthly and yearly Fisherman (?) prize. Goes to either/or a staff member, consultant, client or club each period. Winner best exemplifies or demonstrates the Fish philosophy. Unanticipated Elements - Similar to what as been discussed so far, but comes up as a surprise. Everybody eligible. Must be determined by management for staff; perhaps Nona for clients. Feedback - As with everything else, feedback is important. Whenever feedback elements can be automatic or built-in, they're obviously critical. This can come in the forms of "You've caught a triumphant trout! Fill out this card and send it in to get your prize!" or Dan can design a questionnaire somewhere in the website that pops up and won't close until it's filled out. Profit Center - A "Fish" philosophy-type program could be developed, not only for ICOs but for trainers as well, integrating all this stuff and selling as an independent program to improve club attitudes. Wal-Mart Fisherman - On a quick trip to Wal-Mart a week or two ago, I had to run in for a big can of coffee and a quart of vanilla ice cream. Checkouts were assembly-line, crowded nightmares... almost felt sorry for the teenager checker. However, he had a natural "fish!" attitude (or some meth on-board). He greeted me enthusiastically, grabbed the coffee and twirled it before scanning and even managed to spin around the ice cream box as well. By the time I finished, even I felt like checking would be fun! Premiums versus "Supremiums" (© Comicazie; seems like too good a concept to just give it away... however, would be willing to share exclusively with CMS, of course!). Okay, ya gotcha gift "premiums": water bottles, t-shirts, pens & clickers. However, the really GOOD premiums-or special, higher-valued premiums people receive only in certain elite programs or the Fish! program,that are several steps above the generic stuff: super-premiums or "supremiums". This concept can also be adopted in many, many other ways throughout the club systems. Speaking of Premiums...Confirmed rumor has it that the Lewis & Clark County Health Department has latched onto the "Fish!" concept and is exploiting it to buoy their own staff. They've seen the videos, embraced the concept and have a lot of visual reminders like cut-out fish hanging around the office. No word on how they are actually adopting it constructively and specifically, but as part of the program, staff were given small fish-shaped key rings (with a hinge like a caribiner). These are said to be available at Balloons, Etc.(unconfirmed as to whether they just happened to have fish-shaped key rings or it's somehow specifically tied into "Fish!"). S/T Fish Feature Perhaps things could be sustained through a regular feature or sidebar on CMS consultants, staff, clients, clubs, examples, recognitions, etc. of the Fish! philosophy in action. Or bad examples where it's ignored. Wordplay: -Flying Fish -Fish Fry -Catch and release -Fishing Derby -Bait -Hook -Pole -Sharks versus Minnows -"Another one got away." -"You should see the one the got away." -The Perfect Storm -Flow with the current -Bottom-feeder March 25, 2003 |