FI S H!

A Re markable Way t o Boos t Morale and I mprove Re s ult s

S t e phe n C. Lundin, Ph.D, Harry Paul, J ohn Chris t e ns e n

Fore word by Ke n Blanchard, Ph.D.,

co-aut hor of The One Minut e Manage r, Raving Fans and Gung Ho!

Fis h! is an incre dible st ory t hat J ohn Christ e nse n f irs t caught on f ilm. He and his company, Chart House , produce d an amaz ing vide o on t he world f amous Pike Place Fish marke t in S e at t le . I have be e n s howing t his vide o at e ve ry one of my se minars t o illust rat e what happe ns whe n you cre at e Gung Ho! Employe e s - you ignit e your workf orce and cre at e Raving Fans .

Now S t e phe n Lundin, and long-t e rm colle ague of mine Harry Paul, have t e ame d up wit h J ohn t o bring t he Fis h! st ory t o print . I n what e ve r me dia it appe ars, it ’s a f abulous love s t ory. As t he book s ugge s t s, "Whe n we choos e t o love t he work we do, we can cat ch our limit of happine s s, me aning, and f ulf illme nt e ve ry day." How import ant is t hat ? I ncre dibly import ant , e s pe cially whe n you cons ide r t hat pe ople spe nd about 7 5 pe rce nt of t he ir adult wake t ime doing work-re lat e d act ivit ie s -ge t t ing re ady f or work, t rave ling t o work, working, cont e mplat ing work, and de compre ss ing af t e r work. I f we s pe nd t hat much t ime in t hat part of our live s , we ought t o e njoy it and be e ne rgiz e d by it . And ye t , t oo many pe ople are t rading t ime on t he job t o sat is f y ne e ds e ls e whe re ; "T6 nk God I t ’s Friday" is s t ill a way of lif e f or many pe ople .

Thos e days can st op now-if you re ad Fis h! s hare it wit h e ve ryone wit h whom you work, and imple me nt t he f our se cre t s and s ugge s t e d s t rat e gie s t hat Lundin, Paul, and Christ e nse n give you. I guarant e e t hat e ve ry manage r will be ne f it f rom Fis h!, be cause it will not only incre as e e mploye e re t e nt ion, it will mot ivat e pe ople t o t ake pride in what t he y do. Pe ople like t o work in an e nvironme nt t hat is f un, e ne rgiz ing, and whe re t he y can make a dif f e re nce . The Fis h! philosophy will also be ne f it e ve ry e mploye e , be caus e it pre ve nt s burnout and will ke e p you e x cit e d about what you do. As you can t e ll, I ’m e x cit e d about Fis h! I t hink t his is a marve lous book. The s t ory of t he world f amous Pike Place Fish marke t is f ant as t ic. But t his book is not jus t about se lling f is h; it ’s a love st ory t hat can happe n in your organiz at ion, t oo.

LOVI NG WHAT YOU DO

I t is f as hionable t oday t o be lie ve t hat we s hould not se t t le f or anyt hing le ss t han doing what we love . Writ e poe t ry, t rave l t he world on a s ailboat , paint -do what e ve r you love , and t he mone y will f ollow. We t e ll ourse lve s t hat lif e is t oo short t o s pe nd our working hours doing anyt hing le ss t han t he ide al, and we cont inue our se arch f or t he pe rf e ct workplace . The dange r is t hat if our que st f or ide al work f ocuse s us on t he f ut ure , we will miss t he amaz ingly wonde rf ul lif e t hat is available t oday, in t his mome nt .

The f act is t hat in t he re al world t he re are condit ions which pre ve nt us f rom chas ing t he pe rf e ct , ide al job. Many of us have signif icant re sponsibilit ie s t o f amily me mbe rs or t o a way of lif e . For ot he rs , a t rue calling hasn’t made it se lf visible ye t . S ome of us are unde r s o much s t re s s in our pe rsonal live s t he re is lit e rally no t ime or e ne rgy t o se e k a ne w line of work.

Fis h! is a parable , an inve nt e d s t ory about f inding t he de e p source of e ne rgy, cre at ivit y, and pas sion t hat e x is t s ins ide e ach of us by le arning t o love what we do, e ve n if at t he mome nt we may not be doing e x act ly what we love .

I t was a we t , cold, dark, dre ary, dismal Monday in S e at t le , inside and out . The be s t t he me t e orologis t on Channe l 4 could of f e r was a pos sible bre ak in t he clouds around noon. On days like t his Mary J ane Ramire z miss e d S out he rn Calif ornia.

"at a rolle r coast e r, she t hought , as he r mind re t race d t he last t hre e ye ars. Dan, he r hus band, had re ce ive d a gre at of f e r f rom Microrule and s he had be e n conf ide nt s he could f ind a job once t he y re locat e d.

I n just f our short we e ks t he y had give n not ice , packe d, move d, and f ound gre at daycare f or t he kids . The ir hous e hit t he Los Ange le s hous ing marke t jus t at t he right t ime and sold imme diat e ly. True t o he r conf ide nce , Mary J ane quickly f ound a supe rvisory pos it ion in t he ope rat ions are a of First Guarant e e Financial, one of S e at t le 's large s t f inancial ins t it ut ions .

Dan re ally love d his job at Microrule . Whe n he came home at night he was burs t ing wit h e ne rgy and f ull of st orie s about t he gre at company f or which he now worke d and t he advance d work t he y we re doing. Dan and Mary J ane would f re que nt ly put t he childre n t o be d and t alk we ll int o t he e ve ning. As e x cit e d as Dan was about his ne w company, he was always jus t as int e re st e d in he r day, want ing t o know about he r ne w colle ague s and t he challe nge s s he was f acing in he r work lif e . Anyone wat ching would e as ily gue s s t hat t he y we re be s t f rie nds . The s pirit of e ach s hine d in t he pre se nce of t he ot he r.

The ir de t aile d planning had ant icipat e d e ve ry poss ible cont inge ncy but one . Twe lve mont hs af t e r moving t o S e at t le , Dan was rus he d t o t he hospit al wit h a burst ane urys m “a ge ne t ic oddit y" t he y calle d it -and he die d of int e rnal ble e ding while ne ve r re gaining cons cious ne ss . The re was no warning and no t ime t o say good-bye . That was t wo ye ars ago t his mont h. We we re n't e ve n in S e at t le a f ullye ar. S t opping in mid-t hought , wit h me morie s f looding he r mind, a surge of e mot ion we lle d up ins ide he r. S he caught he rs e lf . This is not t he t ime t o t hink about my pe rs onal. lif e ; t he workday is le ss t han ba6 F ove r, and I ’m s wampe d wit h work.

First Guarant e e Financial

During he r t hre e ye ars at Firs t Guarant e e , Mary J ane had de ve lope d a gre at re put at ion as a "can-do" supe rvisor. S he wasn’t t he f irst t o arrive or t he last t o le ave , but s he had a work e t hic t hat almost always le f t he r in-baske t e mpt y. The t hought f ul way she conduct e d he r work act ually le d t o a small proble m in t he organiz at ion as ot he rs t rie d t o make s ure t hat t he ir work pass e d t hrough he r part of t he organiz at ion. The y kne w t he work would ge t done on t ime and wit h t he highe s t qualit y.

S he was also a good pe rs on t o work f or. S he always list e ne d clos e ly t o t he conce rns and ide as of he r st af f and was we ll like d and re s pe ct e d in re t urn. I t wasn’t uncommon f or he r t o cove r f or s ome one wit h a sick child or import ant appoint me nt . And, as a working manage r, she le d he r de part me nt in product ion. S he did t his in an e as ygoing way, which rare ly ge ne rat e d any t e ns ion-ot he r t han t e nsion t o ge t t he job done we ll. He r dire ct re port s and as sociat e s e njoye d working wit h and f or he r. Mary J ane ’s s mall group de ve lope d a re put at ion as a t e am you could count on. I n s harp cont rast , t he re was a large ope rat ions group on t he t hird f loor t hat was of t e n t he t opic of conve rsat ion f or t he opposit e re ason. Words like unre s ponsive , e nt it le me nt , z ombie , unple asant , s low, wast e land, and ne gat ive we re use d f re que nt ly t o de s cribe t his group. I t was t he group e ve ryone love d t o hat e . Unf ort unat e ly f or t he company, ne arly e ve ry de part me nt ne e de d t o int e ract wit h t he t hird f loor s ince t he y proce s s e d mos t of Firs t Guarant e e ’s t ransact ions. Eve ryone dre ade d any cont act wit h t he ope rat ions group.

S upe rvis ors s wappe d s t orie s about t he lat e st f ias co on t he t hird f loor. Thos e who vis it e d t he t hird f loor de s cribe d it as a place s o de ad t hat it s ucke d t he lif e right out of you. Mary J ane re me mbe re d t he laught e r whe n one of t he ot he r manage rs s aid t hat he de se rve d a Nobe l Priz e . Whe n she aske d what he me ant , he said, "I t hink I may have dis cove re d lif e on t he t hird f loor." Eve ryone roare d.

The n, a f e w we e ks lat e r, Mary J ane had caut ious ly and some what re luct ant ly acce pt e d a promot ion t o manage r of t he ope rat ions group on t he t hird f loor of Firs t Guarant e e . While t he company had gre at hope s f or he r, s he had major re s e rvat ions about acce pt ing t he job. S he had be e n comf ort able in he r pre s e nt job-and he r willingne ss t o t ake risks had be e n much highe r be f ore Dan’s de at h. The group s he had be e n s upe rvis ing had be e n wit h he r during t he rough days af t e r Dan’s de at h, and she had f e lt a s t rong bond wit h t he m. I t would be hard t o le ave pe ople who had share d s o much of t he mse lve s during such dark t ime s.

Mary J ane was acut e ly aware of t he t e rrible re put at ion of t he t hird f loor. I n f act , if it hadn’t be e n f or all of t he unf ore se e n e x pe ns e s of Dan’s hos pit aliz at ion, s he probably would have t urne d down t he promot ion and pay raise . S o he re s he was, on t he inf amous t hird f loor. The t hird pe rs on t o have t he job in t he las t t wo ye ars .

The Third Floor

I n he r f irst f ive we e ks on t he job she had s t ruggle d t o unde rst and t he work and t he pe ople . While mildly surpris e d t hat she like d many of t he pe ople who worke d on t hre e , s he quickly re aliz e d t hat t he t hird f loor de -’ se rve d it s re put at ion. S he had obs e rve d Bob, a f ive -ye ar ve t e ran on t he t hird f loor, le t t ing t he phone ring s e ve n t ime s be f ore purpose ly bre aking t he conne ct ion by unplugging t he cord. S he had ove rhe ard Mart ha de scribing how s he handle d t hose in t he company who "has sle d" he r t o do he r proce s sing f as t e r-she put t he ir f ile unde r t he out -bas ke t "by mis t ake ." Eve ry t ime Mary J ane we nt int o t he bre ak room t he re was s ome one doz ing at t he t able .

Mos t mornings t he phone s rang unans we re d f or t e n t o f if t e e n minut e s af t e r t he of f icial s t art of t he day be cause t he st af f was s t ill arriving. Whe n que st ione d, t he e x cus e s we re bot h abundant and lame . Eve ryt hing was s low mot ion. The "z ombie " de s cript ion of t he t hird f loor was de f init e ly de se rve d. Mary J ane did not have a clue what t o do, only t he knowle dge and convict ion t hat s he must do some t hing and do it soon.

The night be f ore , af t e r t he kids we re as le e p, s he had t rie d t o work out he r sit uat ion by writ ing in he r journal. S he looke d down at las t night ’s e nt ry: I t may have be e n cold and dre ary out side on Friday, but t he vie w f rom any int e rnal of f ice window made dre ary s ound like a complime nt . The re was no e ne rgy t he re . At t ime s I f ind it bard t o be lie ve t he re are living human be ings on t hre e . I t t ake s a baby showe r or a we dding f or anyone t o come alive . The y ne ve r ge t e x cit e d about anyt hing t hat ’s act ually happe ning at work.

I have t hirt y e mploye e s f or whom I am re s pons ible and f or t he most part t he y, do a slow, short day work f or a low day’s pay. Many of t he m have done t he s ame s low day work in t he same way f or ye ars and are t ot ally bore d. The y s e e m t o be good pe ople , but what e ve r s park t he y may have once bad, t he y have los t . The cult ure of t he de part me nt is s uch a powe rf ul and de pre s sing f orce t hat ne w pe ople quickly los e t he ir spark as we ll. Whe n I walk among t he cubicle s it f e e ls like all t he ox yge n has be e n s ucke d right out of t he air I can hardly bre at he .

Las t we e k I dis cove re d f our cle rks who we re s t ill not using t he comput e r syst e m ins t alle d he re t wo ye ars ago. The y s aid t he y like d doing it t he old way. I wonde r how man ot he r s urpris e s are in st ore f or me .

I s uppos e many hack room ope rat ions are like t his. Not much he re t o ge t e x cit e d about , jus t lot s of t rans act ions which ne e d t o be proce s s e d. But it doe sn’t have t o be like t his. I mus t f ind a way t o conve y how crucial our work is t o t he company. Our work allows ot he rs t o se rve t he company’s cust ome rs.

Alt hough our work may be a crit ical part of t he big pict ure , it happe ns be hind t he sce ne s and is basically t ake n f or grant e d. I t an invisible part of t he organiz at ion and would ne ve r appe ar on t he company’s radar scre e n if it was n’t so bad. And be lie ve me , it is bad.

I t is not a love f or t his work which brings any of us t o t his de part me nt . I ’m not t he only pe rs on wit h mone y proble ms on t his f loor Many of t he wome n and one of t he me n are also single pare nt s . J ack’s ailing f at he r jus t move d in wit h him. Bonnie and he r hus band now have t wo grandchildre n as f ull-t ime re s ide nt s . The big t hre e are why we are he re : salary, se curit y, and be ne f it s .

Mary J ane ponde re d t he last se nt e nce s he had writ t e n in he r journal. Back room ope rat ions had always be e n lif e t ime pos it ions . The pay was ade quat e , and t he jobs we re se cure . Looking at t he rows of cubicle s and de sks out side he r of f ice , she f ormulat e d s ome que s t ions . "Doe s my s t af f know t hat t he s e curit y t he y che rish might be just an illusion? Do t he y re aliz e t he e x t e nt t o which marke t f orce s are re shaping t his indus t ry? Do t he y unde rst and t hat we will all ne e d t o change in orde r f or t his company t o compe t e in a rapidly cons olidat ing f inancial se rvice s marke t ? Are t he y aware t hat if we don't change we will e ve nt ually f ind ours e lve s looking f or ot he r e mployme nt ?"

S he kne w t he ans we rs. No. No. No. No. He r st af f me mbe rs we re s e t in t he ir ways . The y had be e n le f t alone in t he back room f ar t oo long. The y we re jus t doing t he ir jobs and hoping t hat re t ire me nt would come be f ore change . And what about he rse lf ?

Was he r vie w t hat dif f e re nt ?

The ringing phone pulle d he r back int o t he pre s e nt . The call was f ollowe d by a six t y- minut e blur of "f ire f ight ing." First , s he f ound out t hat an import ant clie nt f ile was mis s ing and it was rumore d t o have las t be e n se e n on t he t hird f loor. Ne x t , some one f rom anot he r de part me nt was s o s ick and t ire d of be ing put on hold s he came t o t he t hird f loor in pe rs on and was cre at ing an unple as ant sce ne . At le as t t he re was some e ne rgy t o work wit h. The n s ome one f rom le gal was dis conne ct e d t hre e t ime s in a row. And one of t he many st af f me mbe rs out ill t oday had an import ant proje ct due . Af t e r t he last f ire of t he morning was e x t inguis he d, Mary J ane re ache d f or he r lunch and he ade d f or t he door.

The Tox ic Ene rgy Dump

Mary J ane had be gun le aving t he building f or lunch during t he las t f ive we e ks. S he kne w t he caf e t e ria lunch group would be doing what t he y always did, discus sing t he sins of t he company and moaning about t he t hird f loor. I t was now t oo pe rs onal and much t oo de pre ss ing t o lis t e n t o t he ir complaint s . S he ne e de d s ome f re sh air. Mos t of t he t ime she s t rolle d down t he hill t o e at lunch at t he wat e rf ront . The re , while nibbling on a bage l, she would gaz e at t he wat e r or wat ch t he t ouris t s mill around t he lit t le shops . I t was a t ranquil se t t ing, and Puge t S ound provide d he r s ome cont act wit h t he nat ural world.

S he had only made it t wo cubicle s f rom he r of f ice whe n she he ard t he dist inct sound of he r phone ringing. I t could be t he day care , s he t hought . S t acy did have a runny nos e t his morning. S o she race d back t o he r of f ice , picking up t he phone on t he f ourt h ring. "This is Mary J ane Ramire z ," s he gaspe d.

"Mary J ane , t his is Bill."

Oh boy, what now, s he wonde re d, as s he list e ne d t o t he voice of he r ne w boss . Bill was anot he r re as on s he had t hought t wice about t aking t he job on t hre e . He had a re put at ion as a re al S OB. As f ar as s he could t e ll, his re put at ion was de se rve d. He would is sue commands , cut you of f mid s e nt e nce , and he had an annoying habit of as king about t he st at us of proje ct s in a pat e rnal way. "Mary J ane , are you s t aying on t op of t he S t ant on proje ct ?" As if s he didn’t have a clue . Mary J ane was t he t hird manage r in t wo ye ars , and s he was be ginning t o unde rs t and t hat it wasn’t just t he proble ms wit h t he pe ople on t hre e , it was als o Bill.

"I ’ve just come out of an all-morning me e t ing wit h t he le ade rs hip group, and I want t o me e t wit h you t his af t e rnoon."

"S ure , Bill, is t he re a proble m?"

"The le ade rs hip is convince d t hat we ’re in f or some t ough t ime s and in orde r t o survive , we will ne e d t he be s t f rom e ve ryone . More product ivit y f rom t he s ame e mploye e s, or we st art making change s . We t alke d about t he corrosive e f f e ct of a f e w de part me nt s, whe re t he e ne rgy and morale are s o low t hat it pulls e ve ryone down."

A f e e ling of dre ad de s ce nde d upon Mary J ane .

"The boss we nt t o one of t hose t ouchy-f e e ly conf e re nce s on s pirit in t he workplace , and he ’s all f ire d up. I don’t t hink it ’s f air t o single out t he t hird f loor, but he s e e ms t o be lie ve t he t hird f loor is t he bigge st proble m."

"He single d out t he t hird f loor?"

"Not only did he s ingle out t he t hird f loor, but he had a spe cial name f or it . He calle d it a ’t ox ic e ne rgy dump. I don’t want one of my de part me nt s calle d a t ox ic e ne rgy dump! I t ’s unacce pt able ! I t ’s e mbarrass ing."

"A t ox ic e ne rgy dump?"

"Ye s. And t he bos s re ally grille d me on what I ’m doing about it . I t old him I s hare d his conce rn and t hat I brought you in t o solve t he proble m. He t old me he want s t o be ke pt inf orme d of t he progre s s . S o, have you s olve d it ye t ?" Had s he s olve d it ye t ?! S he only t ook t he job f ive we e ks ago! "Not ye t ," s he s aid.

"We ll, you have t o s pe e d t hings up, Mary J ane . I f you’re not up t o it I ne e d t o know so I can make t he appropriat e change s. The boss is abs olut e ly convince d we all ne e d more e ne rgy, pas sion, and spirit on t he job. I ’m not s ure why t he t hird f loor ne e ds pas s ion and e ne rgy. The s t uf f you do t he re is not rocke t s cie nce . Pe rs onally, I ’ve ne ve r e x pe ct e d a lot f rom a bunch of cle rks. I gue s s t he t hird f loor has be e n t he but t of joke s f or so long t hat he t hinks if we f ix it , we s olve t he proble m. What t ime can you me e t ?"

"How about t wo o’clock, Bill?"

"Two-t hirt y, OK?"

" S ure . "

Bill mus t have he ard t he f rus t rat ion in he r voice . "Now don’t ge t ups e t , Mary J ane . You just ge t t o work on t his."

He re ally is hard t o t ake , s he t hought as she hung up t he phone . Don’t ge t ups e t ! He is my bos s, and t he proble m is re al. But what a je rk.

A Change in Rout ine

Mary J ane ’s mind was ablaz e as she move d t oward t he e le vat ors a s e cond t ime . Rat he r t han he ading down t he hill t o t he wat e rf ront as us ual, s he impuls ive ly t urne d right on Firs t S t re e t , t hinking s he ne e de d a longe r walk. The words t ox ic e ne rgy dump playe d ove r and ove r in he r he ad.

Tox ic e ne rgy dump! What ne x t ? S he was walking along First S t re e t whe n a s mall voice ins ide he r he ad whis pe re d, "I ~he t ox ic e ne rgy is what you hat e most about t he

-t hird f loor. S ome t hing ne e ds t o happe n."

Mary J ane ’s impuls ive st roll down Firs t S t re e t t ook he r t o a part of t own t hat was ne w t o he r. S ounds of pe aling laught e r caught he r at t e nt ion and s he was surpris e d t o se e t he public marke t t o he r le f t . S he had he ard about it , but wit h he r t ight f inancial sit uat ion and t wo young childre n, s he us ually avoide d spe cialt y marke t s . Wit h he r ne e d t o live f rugally unt il t he me dical bills we re paid in f ull, it was jus t e as ie r t o s t ay away. S he had drive n t hrough t he are a but had ne ve r be e n t he re on f oot .

As s he t ame d and walke d down Pike Place , she s aw t hat a large crowd of we ll-dre s se d pe ople was clust e re d around one of t he f ish marke t s, and e ve ryone was laughing. At f irst s he f e lt he rs e lf re sis t ing t he laught e r, dwe lling on t he s e riousne ss of he r pre dicame nt . S he almost t urne d away. The n a voice in he r he ad said, "I could use a good laugh," and she move d clos e r. One of t he f is h guys ye lle d out , "Good af t e rnoon, yogurt Ladie s !" Doz e ns of we ll-dre s se d pe ople t he n hois t e d yogurt cups int o t he air. My goodne ss , s he t hought . "What have I st umble d upon?

The world f amous Pike Place Fis h marke t

Was t hat a f ish f lying t hrough t he air? S he wonde re d if he r e ye s we re playing t ricks on he r; t he n it happe ne d again. One of t he worke rs -t he y we re dist inct ive in t he ir whit e aprons and black rubbe r boot s-picke d up a large f is h, t hre w it t we nt y f e e t t o t he rais e d count e r, and shout e d, "One s almon f lying away t o Minne sot a." The n all t he ot he r worke rs re pe at e d in unison, "One s almon f lying away t o Minne s ot a." The guy be hind t he count e r made an unbe lie vable one -hande d cat ch, t he n bowe d his he ad t o t he pe ople applauding his skill. The e ne rgy was re markable .

To he r right , anot he r worke r was playf ully t e as ing a s mall boy by making a large f is h move it s mout h as if it we re t alking. A s light ly olde r f is h guy wit h t hinning gray hair was walking around s hout ing, "Q ue s t ions , que s t ions, ans we rs t o any que st ions about f is h!" A young worke r at t he cash re gis t e r was juggling crabs . Two card carrying me mbe rs of AARP we re laughing uncont rollably as t he ir f is h guy s ale sman carrie d on a conve rsat ion wit h t he f is h t he y had chos e n. The place was wild. S he could f e e l he rse lf re lax as s he e njoye d t he spe ct acle .

S he looke d at t he pe ople holding t he yogurt cups in t he air and t hought , Of f ice worke rs. Do t he y re ally buy f ish at lunch or do t he y jus t come t o wat ch t he act ion?

Mary J ane was unaware t hat one of t he f is h guys had not ice d he r in t he crowd. The re was s ome t hing about -he r curios it y and s e riousne ss which cause d him t o walk ove r.

"What ’s t he mat t e r? Don’t you have any yogurt ?" S he looke d around and saw a handsome young man wit h long curly black hair. He was looking at he r int e nt ly, a big smile on his f ace .

’I have yogurt in t he bag," s he st amme re d as s he ge s t ure d t o he r brown bag, "but I ' m not s ure what is happe ning.”

"Have you be e n he re be f ore ?"

"No. I usually go down t o t he wat e rf ront f or lunch."

"I can unde rs t and t hat -it ' s pe ace f ul by t he wat e r. Not ve ry pe ace f ul he re , t hat ' s f or sure . S o what brings you he re t oday?"

Of f t o he r right one of t he f ish guys, looking lost , was s hout ing, "Who want s t o buy a f is h?" Anot he r was t e as ing a young woman. A crab s aile d ove r Mary J ane ’s he ad. "S ix crabs f lying away t o Mont ana," s ome one shout e d. "S ix crabs f lying away t o Mont ana," t he y all re pe at e d. A f ish guy we aring a wool cap was dancing be hind t he cash re gis t e r. I t was a cont rolle d madhous e all around he r, like t he ride s at t he st at e f air, only be t t e r. But t he f ish guy at he r s ide didn’t s e e m at all dist ract e d. He was ple as ant ly and pat ie nt ly wait ing f or he r re s ponse . My goodne s s, s he t hought . He act ually s e e ms int e re s t e d in my ans we r. But I ’m not going t o t e ll a t ot al st range r about my t rouble s at work. The n s he did just t hat .

His name was Lonnie , and he list e ne d at t e nt ive ly t o he r de s cript ion of t he t hird f loor. He didn’t f linch whe n one of t he f lying f is h hit a rope and smacke d t he ground right be s ide t he m. He lis t e ne d close ly as s he de s cribe d t he many e mploye e proble ms s he had ide nt if ie d. Whe n she f inis he d t e lling he r s t ory, s he looke d at Lonnie and -aske d,

"S o what do you t hink about my t ox ic e ne rgy dump?"

"That ’s quit e a st ory. I ’ve worke d in s ome pre t t y dre ary place s myse lf I n f act t his place use d t o be pre t t y crappy. What do you not ice about t he marke t now?"

"The nois e , t he act ion, t he e ne rgy," she s aid, wit hout a mome nt ’s he sit at ion.

"And how do you like all t his e ne rgy?"

"I love it ," s he re plie d. "I re ally love it !"

"Me , t oo. I ’m s poile d f or lif e . I don’t t hink I could work in a t ypical marke t af t e r e x pe rie ncing t his. As I me nt ione d, t he marke t didn’t s t art t his way. I t , t oo, was an e ne rgy dump f or many ye ars . The n we de cide d t o change t hings -and t his is t he re sult . Would e ne rgy like t his make a dif f e re nce wit h your group?"

"I t s ure would. I t ’s what we ne e d at t he dump," s he said, s miling.

"I ’d be happy t o de s cribe what I t hink make s t his f is h marke t dif f e re nt . Who knows, you might ge t some ide as."

"But , but we don' t have anyt hing t o t hrow! We have boring work t o do. Mos t of us . .”

"S low down. I t ’s not just about t hrowing f ish. Of course your bus ine ss is dif f e re nt , and it sounds like you have a s e rious challe nge f acing you. I ' d like t o he lp. What if you could f ind your own way t o apply some of t he le s sons we le arne d while be coming t he world f amous Pike Place Fish marke t ? Wouldn' t t he pos sibilit y of an e ne rgiz e d de part me nt make it wort hwhile f or you t o le arn t hose le s sons ?"

"Ye s. For sure ! But why would you do t his f or me ?"

"Be ing a part of t his lit t le f is h marke t communit y and e x pe rie ncing what you se e he re has made a big dif f e re nce in my lif e . I won' t bore you wit h t he pe rs onal de t ails , but my lif e was a re al me s s whe n I t ook t his job. Working he re has lit e rally save d my lif e . I t may s ound a lit t le s appy, but I be lie ve I have an obligat ion t o se e k out and f ind ways t o de mons t rat e my grat it ude f or t his lif e I e njoy. You made t hat e as y f or me by t e lling me about your proble m. I re ally be lie ve you can f ind some of your ans we rs he re . We ’ve cre at e d a lot of gre at e ne rgy. " As he s aid t he word e ne rgy, a crab saile d by and s ome one shout e d wit h a Te x as t wang, "Five crabs f lying away t o Wiscons in." A chorus e choe d, "Five crabs f lying away t o Wis cons in."

"Fair e nough," s he ans we re d, laughing out loud. "I f t he f is h marke t has anyt hing, it has e ne rgy. I t ’s a

3 3 de al." S he looke d at he r wat ch and re aliz e d she would have t o walk f ast in orde r t o ge t back t o work wit hin t he lunch hour. S he had no doubt he r arrivals and de part ure s we re be ing clocke d by he r s t af f .

Lonnie caught he r glance and s aid, "He y, why don’t you come back f or your lunch bre ak t omorrow and bring t wo yogurt s."

He t urne d and imme diat e ly be gan he lping a young man in a Vikings jacke t unde rs t and t he dif f e re nce be t we e n a Coppe r Rive r s almon and a King salmon. Re t urn Vis it

At luncht ime on Tue s day s he walke d quickly down Firs t S t re e t t o t he marke t . Lonnie must have be e n wat ching f or he r; he imme diat e ly e me rge d f rom t he crowd and dire ct e d he r down a ramp pas t t he T-shirt conce ss ion.

"The re are s ome t able s at t he e nd of t he hall," he s aid, and le d t he way t o a s mall glass -e nclos e d room wit h a gre at vie w of t he harbor and Puge t S ound. Lonnie at e a bage l and t he yogurt Mary J ane brought him while she at e he r yogurt and as ke d about t he workings of a f is h marke t . Fishmonge ring re ally didn’t sound 3 4

FI S HI

.ve ry appe aling af t e r Lonnie t old he r about a t ypical day; t his made t he at t it ude of t he worke rs at t he Pike Place Fish marke t all t he more impre s sive .

"I t would se e m t hat your work and my work have more in common t han I t hought ," she said, af t e r Lonnie de scribe d t he t e dious t as ks t hat ne e de d t o be conduct e d e ach day.

Lonnie looke d up, "Re ally?"

"Ye s, most of t he work my st af f doe s can be mundane and re pe t it ious, t o say t he le ast . I t ’s import ant work, howe ve r. We ne ve r s e e a cus t ome r, but if we make a mis t ake , t he cus t ome r is ups e t and we re ce ive a lot of crit icis m. I f we do our work we ll, no one not ice s. I n ge ne ral, t he work is boring. You’ve t ake n boring work and made t he way you do t he work int e re st ing. I f ind t hat f ascinat ing."

"Have you e ve r cons ide re d t he f act t hat any work can be boring t o t he pe rs on who has t o do it ? S ome of t he yogurt dude s t rave l all ove r t he world f or busine s s. I t sounds pre t t y e x cit ing t o me , but t he y t e ll me it ge t s old f ast . I gue s s give n t he right condit ions, any job can be dull."

"I agre e wit h what you said. Whe n I was a t e e nage r I had a chance t o do a job many t e e nage girls of t e n dre am about : I re ce ive d a mode ling cont ract . But by t he e nd of t he f irs t mont h I was bore d t o t e ars . I t was almost all jus t s t anding around, wait ing. Or t ake ne ws cast e rs. I ’ve since le arne d t hat many do not hing ot he r t han re ad ot he r pe ople ’s t e x t . That sounds boring, als o-at le ast t o me ."

"OK. I f we agre e t hat any job can be boring, can we agre e t hat any job can be pe rf orme d wit h e ne rgy and e nt hus ias m?"

"I ’m not sure . Can you give me an e x ample ?"

"That ’s e as y. Walk around t he marke t and look at t he ot he r f ish shops . The y don’t ge t it . The y are , what was t he phras e you use d ... t ox ic e ne rgy dumps. The way t he y approach t he ir work is re ally good f or our bus ine ss . I ’ve t old you t he Pike Place Fis h marke t us e d t o be like t he m. The n we dis cove re d an amaz ing t hing. The re is always a choice about t he way you do your work, e ve n if t he re is not a choice about t he work it s e lf ’. That was t he bigge s t le s son we le arne d in building t he world f amous Pike Place Fish marke t . We can choos e t he at t it ude we bring t o our work.

CHOOS E YOUR ATTI TUDE

Mary J ane pulle d out a not e pad and be gan writ ing:

The re is always a choice about t he way you do your work, e ve n if t he re is not a choice about t he work it s e lf .

The n she t hought about t he words s he had just writ t e n, and as ke d, "Why wouldn’t you have a choice about t he work it se lf ?"

"Good point . You can always quit your job, and s o in t hat s e ns e you have a choice about t he work you do. But it might not be a smart t hing t o do give n your re spons ibilit ie s and ot he r f act ors. That ’s what I me an by choice . On t he ot he r hand, you always have a choice about t he at t it ude you bring t o t he job." Lonnie cont inue d, "Le t me t e ll you about my grandmot he r. S he always brought love and a s mile t o he r work. All of us grandkids want e d t o he lp in t he kit che n be caus e was hing dis he s wit h Grandma was so much f un. I n t he proce s s a gre at de al of kit che n wisdom was dis pe nse d. Us’ kids we re ’give n some t hing t ruly pre cious , a caring adult .

"I re aliz e now t hat my grandmot he r didn’t love dis hwashing. S he brought love t o dis hwas hing, and he r s pirit was inf e ct ious .

"Like wise , my buddie s and I re aliz e d t hat e ach day whe n we come t o t he f is h marke t we bring an at t it ude . We can bring a moody at t it ude and have a de pre s sing day. We can bring a. grouchy at t it ude and irrit at e our coworke rs and cust ome rs. Or we can bring a s unny, playf ul, che e rf ul at t it ude and have a gre at day. We can choos e t he kind of day we will have . We s pe nt a lot of t ime t alking about t his choice , and we re aliz e d t hat as long as we are going t o be at work, we might as we ll have t he be st day we can have . Make s e ns e t o you?"

"I t s ure - doe s ."

"I n f act , we got s o e x cit e d about our choice s t hat we also chos e t o be world f amous . A day spe nt ’be ing world f amous ’ is a lot more e njoyable t han a day s pe nt be ing ordinary. Do you se e what I am s aying? Working in a f ish marke t is cold, we t , s me lly, sloppy, dif f icult work. But we have a choice about our at t it ude while we are doing t hat work."

"Ye s, I t hink I ge t it . You choos e t he at t it ude YOU bring t o -work e ach day. That choice de t e rmine s t he way you are at work. As long as you are he re , why not choose t o be world f amous rat he r t han ordinary? I t s e e ms so simple ."

"S imple t o unde rs t and, but more dif f icult t o do. We didn’t cre at e t his place ove rnight ; it t ook almost a ye ar. I was a hard cas e mys e lf -you might s ay I us e d t o have a chip on my s houlde r. My pe rsonal lif e was kind of out of cont rol as we ll. I re ally ne ve r t hought much about it , jus t as sume d I kne w how lif e worke d. Lif e was t ough, and I re s ponde d in kind-I was t ough. The n whe n we de cide d t o cre at e * a dif f e re nt kind of f ish marke t , I re s is t e d t he not ion t hat I could choos e how I live d e ach day. I had t oo much inve st e d in be ing a vict im. One of t he olde r guys, who also had be e n t hrough s ome t ough t ime s, t ook me as ide and e x plaine d it t o me , one monge r t o anot he r. I did some soul se arching and de cide d I would give it a t ry. I ’ve be come a be lie ve r. A pe rson can choos e t he ir at t it ude . I know t hat be caus e I chose mine ."

Mary J ane f ound he rse lf impre ss e d wit h what she was he aring and als o wit h t he pe rson f rom whom she was he aring it . S he looke d up t o f ind Lonnie e ye ing he r quiz z ically and re aliz e d she had be e n daydre aming.

"S orry. I ’ll give it a t ry. What e lse e x plains your s ucce ss he re ?"

"The re are f our ingre die nt s, but t his one is t he core . Wit hout choosing your at t it ude t he ot he rs are a was t e of t ime . S o le t ’s st op he re a:nd s ave t he ot he r t hre e f or lat e r. Take t he f irst ingre die nt and se e what you can do wit h it back on t he t hird f loor. Call me whe n you’re re ady t o discus s t he re s t . Do you have our numbe r?"

"I t ’s writ t e n e ve rywhe re in t he s hop!"

"Oh ye ah. We are n’t shy, are we ? S e e you lat e r. And t hanks f or t he yogurt ." The Courage t o Change

The de mands of he r job ke pt Mary J ane on a t re admill of act ivit y f or t he ne x t t wo days. That was he r e x cuse , anyway. But he r t hought s we re of t e n on he r conve rs at ion wit h Lonnie and t he ide a of choosing t he at t it ude you bring t o work. S he re aliz e d t hat e ve n t hough she agre e d wit h t he philos ophy of t he f is h marke t , t he re was some t hing holding he r back. "e n in doubt , ge t more dat a, s he t hought . On Friday, she de cide d t o ask Bill about t he conf e re nce his boss had at t e nde d, t he one about s pirit in t he workplace . I t might be wise t o le arn more about his e x pe rie nce . That af t e rnoon, she calle d Bill.

"Bill, how can I ge t up t o s pe e d* on t he s pirit in t he workplace conf e re nce t he big guy at t e nde d?"

"What do you want t o do t hat f or? I t was one of t hos e ’ne w age ’ de als . The y probably spe nt most of t he ir t ime in hot t ubs . Why do you want t o was t e your t ime on t hat ?"

Mary J ane f e lt he rse lf ge t t ing angry. S he t ook a de e p bre at h. "Look, Bill, whe n I t ook t his job we bot h kne w t he re was a lot t o do. Now t he s t ake s are highe r, and t he t ime line is s hort e r. You are in t his as de e p as I am. Are you going t o he lp me or give me a hard t ime ?"

I can’t be lie ve I s aid t hat , s he t hought . But it sure f e lt good!

Bill re s ponde d e ve nly; t his conf ront at ional approach act ually se e me d t o make him more comf ort able . "OK, OK. Don’t ge t all worke d up. I have an audio t ape f rom t he conf e re nce on my de s k t hat I ’m s uppos e d t o lis t e n t o. I jus t have n’t had t ime . You t ake it and f ill me in?"

"S ure , Bill. I ’ll come by and pick it up."

A Me morable Commut e

The commut e t o Be lle vue was bumpe r t o bumpe r, but Mary J ane didn’t not ice . S he was mulling ove r he r s it uat ion. Wbe n did I lose my conf ide nce ? she wonde re d t o he rse lf S pe aking up t o Bill is t he f irst courage ous t bing I bave done in a. long t ime . Two ye ars t o be e x act , s he re aliz e d, as s he f inally s t art e d put t ing t he pie ce s t oge t he r at t he e dge of he r cons cious ne ss . Too mucb t o t bink about . Fe e ling ove rwhe lme d, she put Bill’s t ape int o t he cas se t t e playe r. From t he car st e re o s pe ake rs came a de e p, re s onant voice t hat was me s me riz ing. The t ape was a re cording of ve rse f rom a poe t who t ook his poe t ry t o t he workplace , be lie ving t he language of poe t ry could he lp us cope wit h t he iss ue s of t he day. His name was David Whyt e . He would t alk a while and t he n re cit e a poe m. His poe ms and st orie s was he d ove r he r. Phrase s jumpe d out at he r.

The ne e ds of t he organiz at ion and our ne e ds as worke rs are t he s ame . Cre at ivit y, pas s ion, f le x ibilit y, whole he art e dne s s ...

Ye s , she t hought .

We crack t he windows of our cars in t he corporat e parking lot in t he summe r, not t o save t he upholst e ry f rom t he he at , but be cause only s ix t y pe rce nt of us goe s int o t hat place , and t he re s t of us s t ays in t he car all day and must bre at he out t he re . What would it be like t o t ake our whole s e lf t o work?

"o is t his guy? The n wit hout warning, s he f ille d wit h e mot ion as s he he ard David Whyt e re cit e his poe m Fait h. He int roduce d it t o his audie nce by s aying he wrot e it at a t ime whe n he had ve ry lit t le f ait h hims e lf

Fait h

By DAVI D WHYTE

I want t o writ e about f ait h about t he way t he moon rise s

ove r cold snow, night af t e r night

f ait hf ul e ve n as it f ade s f rom f ullne s s

slowly be coming t hat las t curving and impos sible s live r of light be f ore t he f inal darkne ss but I have no f ait h myse lf

I re f use t o give it t he smalle st e nt ry

Le t t his t he n, my small poe m,

like a ne w moon, s le nde r and bare ly ope n, be t he f irst praye r t hat ope ns me t o f ait h

S o t his is what is me ant by t he s t at e me nt , "Whe n t he s t ude nt is re ady t he t e ache r appe ars ." The poe m had cre at e d a mome nt of ins ight , and Mary J ane f inally s aw what was holding he r back. Wit h Dan’s sudde n de at h - t he pre ss ure s of be ing a re spons ible single mom, she had lost f ait h in he r abilit y t o s urvive in t he world. -)e was af raid t hat if she t ook a ris k and f aile d, s he could not be able t o support he rs e lf and he r childre n.

Le ading a change at work would be risky. S he could f ail and lose he r job. That was a dis t inct poss ibilit y whe n she t hought about t he ris k of not changing. I f we don’t change , we could all lose our jobs . Not only t hat . I wouldn’t want t o work in a place wit h no e ne rgy or lif e . I know what it will do t o me ove r t ime , and t he pict ure is not pre t t y. What kind of a mot he r would I be allow t o le t t hat happe n? What e x ample would I s e t ? I f I launch t he change proce s s on Monday, t he f irs t st e p must be f or me t o choos e my at t it ude . I choos e f ait h. I must t rust t hat what e ve r happe ns I will be all right .

I 'm a s urvivor; I 've prove n t hat . I will be all right , what e ve r happe ns . I t 's t ime t o cle an up t he t ox ic e ne rgy dump. Not jus t be caus e it would be good f or bus ine ss - alt hough I be lie ve it will be gre at f or busine s s. And no jus t be caus e I have be e n challe nge d t o solve t he proble m-t hat is an import ant re as on, &ut it 's an e x t e rnal iss ue . The compe lling re as on t o move ahe ad come s f rom my ins ide . I ne e d t o re ne w my Fait h in mys e lf ; t ackling t his proble m will he lp me t o do jus t t hat . S he re me mbe re d s ome f ine s f rom t he t ape : "I don't be lie ve t hat companie s are ne ce s sarily pris ons, but some t ime s we make pris ons of t he m by t he way we choose t o work t he re . I have cre at e d a pris on and t he walls are my own lack of f ait h in mys e lf ." The pris on me t aphor had a f amiliar ring-s he was sure she had e ncount e re d it be f ore in a se minar s he had at t e nde d. As s oon as s he arrive d at t he daycare , she parke d he r car, t ook out he r journal, and wrot e :

Lif e is t oo pre cious t o spe nd any t ime at all, much le ss spe nding half my waking hours, in a t ox ic e ne rgy dump. I don't want t o live like t hat , and I am s ure my as sociat e s will f e e l t he s ame way once t he y have a re cogniz able choice .

The cult ure in my de part me nt has be e n t he way it is f or a long t ime . I n orde r t o change t he cult ure , I will ne e d t o t ake pe rs onal risks wit h no ass urance of succe ss . This could be a ble ss ing. Re ce nt e ve nt s have s hake n my f ait h in mys e lf and t aking t he ne ce ss ary ris ks could he lp me re ne w my f ait h. The f act is t hat t he ris k of doing not hing is probably gre at e r t han t he risk of act ing.

S ome whe re in my f ile s is mat e rial which cont ains a me s sage t hat could be t ime ly. I ne e d t o f ind t hat me s sage be cause I ne e d all t he he lp I can ge t .

Wit h t hat she got out of t he car and we nt in t o pick up he r daught e r. "Mommy, Mommy. Your e ye s are we t . Have you be e n crying? What ’s wrong, Mommy?" "Ye s , swe e t he art , I ’ve be e n crying, but it was good crying. How was your day?" "I made a pict ure of our f amily, do you want t o s e e it ?" "I sure do." S he looke d down and saw t he f our f igure s he r daught e r had drawn, looking back at he r. "Oh boy," s he e x hale d. Anot he r t e s t of f ait h. "Ge t your t hings hone y; we have t o go pick UP Brad."

S unday Af t e rnoon

S unday af t e rnoon was Mom’s t ime . Mary J ane arrange d t o have a s it t e r f or at le ast t wo hours e ve ry S unday. I t was a lit t le re ward s he gave -he rs e lf , one which always le f t he r re f re she d and re ady f or t he challe nge s of work and f amily. S he use d t he t ime t o re ad inspirat ional mat e rial or a good nove l, go f or a bike ride , or jus t sip cof f e e and re lax . S e at t le was f ull of cof f e e s hops and t he re was a gre at spot t hre e blocks away. S he grabbe d s ome books and he ade d out . He r f avorit e t able in a privat e come r of t he s hop was wait ing f or he r.

"Grande s kinny lat t e ple as e ." S he sat down wit h he r lat t e and de cide d t o s t art wit h some ins pirat ional re ading. S he pulle d out he r t at t e re d copy of S arah Ban Bre at hnach’s S imple Abundance , a book which cont ains a re ading f or e ve ry day of t he ye ar, and t urne d t o Fe bruary 8 . Ke y words s e e me d t o jump of f t he page : Mos t of us are uncomf ort able t hinking of our-

se lve s as art is t s But e ach of us is an art is t t

Wit h e ve ry choice , e ve ry day, you are cre at ing a p

unique work of art . S ome t hing t hat only you

can do ... The re ason you we re born was t o le ave your own inde lible mark on t he world.

This is your aut he nt icit y ... Re spe ct your cre at ive urge s ... st e p out inf ait h ... you will dis cove r your choice s are as aut he nt ic as you are . What is more , you will dis cove r t hat your lif e is all it was me ant t o be : a joyous s onne t of t hanks giving. S he had planne d on t hinking a lit t le bit about work, and t he words about choice and f ait h t ook he r back t o t he f is h marke t . Thos e guys are art is t s , s he t hought , and t he y must choos e t o cre at e e ach day. And she had a st art ling t hought : I can be an art ist , t oo.

The n, she t ook out a f ile f rom a le ade rs hip se minar s he had at t e nde d. This was whe re she f irs t he ard pris on be ing use d as a me t aphor f or work. I ns ide was a f ade d phot ocopy of a spe e ch writ t e n by J ohn Gardne r. S he re calle d t hat Gardne r e ncourage d pe ople t o re produce his pape rs, a ge ne rous ge st ure , s he t hought . He mus t have s aid some t hing powe rf ul if I re me mbe r him af t e r all t his t ime . S he s e arche d t hrough t he s pe e ch, page by page -

The Writ ing of J ohn Gardne r

The pas sage be gan:

The re is t he puz z le of why s ome me n and wome n go t o s e e d, while ot he rs re main vit al t o t he ve ry e nd of t he ir days . Going t o s e e d may be t oo vague an e x pre ss ion. Pe rhaps I s hould s ay t hat many pe ople , s ome whe re along t he line , st op le arning and growing. Mary J ane looke d up as she t hought , That f it s my group. And it f it s t he old me , as we ll. S he s mile d at t he de cision implie d by "t he old me ." S he we nt back t o t he pas s age :

One mus t be compas sionat e in as se s s ing t he re as ons . Pe rhaps lif e just pre s e nt e d t he m wit h t oughe r proble ms t han t he y could s olve . Pe rhaps some t hing inf lict e d a major wound t o t he ir s e lf conf ide nce or t he ir s e lf -e st e e m ... Or maybe t he y just ran so hard f or so long t hat t he y f orgot what t he y we re running f or. I ’m t alking about pe ople who, no mat t e r, no mat t e r how bus y t he y may s e e m, have st oppe d le arning and growing. I don’t de ride t hat . Lif e is hard. S ome t ime s jus t t o ke e p on ke e ping on is an act of courage ,

We have t o f ace t he f act t hat most me n and wome n out t he re in t he world of work are more s t ale t han t he y know, more bore d t han t he y would care t o admit . A f amous Fre nch writ e r s aid, "The re are pe ople whose clocks s t op at a ce rt ain point in t he ir live s." I ’ve wat che d a lot of pe ople move t hrough lif e . As Yogi Be rra s ays,

"You can obs e rve a lot by wat ching." I am convince d t hat mos t pe ople e njoy le arning and growing, at any t ime in t he ir lif e . I f we are aware of t he dange r of going t o s e e d we can t ake count e rvailing me as ure s . I f your clock is unwound you can wind it up again.

The re is s ome t hing I know about you t hat you may not e ve n know about yours e lf . You have wit hin you more re s ource s of e ne rgy t han have e ve r be e n t appe d, more t ale nt t han has e ve r be e n e x ploit e d, more s t re ngt h t han has e ve r be e n t e s t e d, and more t o give t han you have e ve r give n.

No wonde r I re me mbe r J ohn Gardne r I have a lot of clocks t o wind up, but f irs t I ne e d t o wind up my own, she t hought .

For t he ne x t hour Mary J ane wrot e in he r journal and was ple as e d t o not e t hat s he had be come quit e pe ace f ul. As she pre pare d t o re t urn home , s he looke d ove r what she had writ t e n and circle d t he s e ct ion t hat would be he r guide on Monday morning. S olving t he proble m of t he t ox ic e ne rgy dump will re quire me t o be come a le ade r in e ve ry s e ns e of t he word. I will ne e d t o ris k t he Pos s ibilit y of f ailure . The re is no saf e harbor But t o t ake no act ion is t o jail f or sure . I might as we ll ge t st art e d. My f irs t st e p is t o choos e my at t it ude . I choose conf ide nce , t rus t , and f ait h. I will wind up my clock and ge t re ady t o e njoy, le arning and growing as I work t o apply t he le s sons f rom t he f ish marke t t o my t ox ic e ne rgy dump.

Monday Morning

At 5 :3 0 A.M. she f e lt s ome pangs of guilt as she sat out s ide he r daught e r’s daycare ce nt e r, wait ing f or t he doors t o ope n. On rare days like t his , Brad would als o s t ay at t he daycare unt il a bus t ook him t o school. S he looke d ove r at t he s le e py-e ye d kids and said, "I won’t ge t you out of be d so e arly ve ry of t e n kids, but t oday I ne e d t o ge t t o t he of f ice t o pre pare f or a re ally import ant proje ct ." Brad rubbe d his e ye s and s aid, "That ’s all right , -Mom." The n S t acy pipe d up, "Ye ah, it ’s f un t o ge t he re f irst . We ge t f irst pick of vide o game s !" Whe n t he doors ope ne d, Mary J ane s igne d t he m in and gave t he m e ach a big hug. Whe n she looke d back t he y we re alre ady busy.

I t was an e as y commut e ; by 5 :5 5 , she was at he r de sk wit h a s t e aming cup of cof f e e and a pad. S he t ook out a pe n and wrot e in large le t t e rs:

CHOOS E YOUR ATTI TUDE

S t e ps:

• Call a mee ting and spe ak f rom the he art.

• Find a message that communicate s t he not ion of choosing your at titude in a way t hat e ve ryone will unde rs t and and pe rs onaliz e .

• Provide mot ivat ion.

• Persist wit h f ait h.

Now t he t ough part . "at do I s a t o my st af f he re on t hre e ? And s he be gan writ ing down he r t hought s.

On Monday mornings t he st af f me t in t wo shif t s; one group cove re d t he phone s while t he ot he r me t wit h he r in t he conf e re nce room-t he n t he y s wit che d. As t he f irs t group as se mble d, she lis t e ne d t o t he dis cuss ions of f amily act ivit y and t he unive rs al complaint s about Monday morning. The s e are good pe ople , s he t hought ; she f e lt he r he art be at ing f as t e r as t he y quie t e d and t urne d t he ir at t e nt ion t o he r. He re goe s e ve ryt hing.

Mary J ane ’ s Pre s e nt at ion

"Today we have a s e rious iss ue t o dis cuss . A couple of we e ks ago t he group vice pre side nt we nt t o a conf e re nce and re t urne d convince d t hat Firs t Guarant e e ne e ds t o be come a place t hat is mot e e ne rge t ic and e nt hus ias t ic. He is convince d t hat e ne rgy and e nt hus ias m are t he ke ys t o product ivit y, succe ss f ul re cruit me nt , long- t e rm re t e nt ion, gre at cus t ome r s e rvice , and a host of ot he r qualit ie s t hat we ne e d in orde r t o compe t e in our changing and cons olidat ing busine s s. He calle d a me e t ing of t he le ade rs hip group--and at t hat me e t ing he re f e rre d t o t he t hird f loor as a ’t ox ic e ne rgy dump.’ That ’s right , he calle d our f loor a t ox ic e ne rgy dump and said it ne e de d t o be cle ane d."

Mary J ane looke d at t he s t art le d e x pre ss ions. A comme nt came quickly f rom Adam, a long-t e rm e mploye e : "I ’d like t o se e t he m do t his work. I t ’s t he most boring work on e art h."

The n one of t he le as t e ne rge t ic e mploye e s said, "What dif f e re nce doe s it make if t he re is e ne rgy he re ? We ge t t he work done , don’t we ?" No one challe nge d t he accus at ion t hat t he ir e ne rgy was t ox ic. Mary J ane cont inue d, "I want you t o know t hat t his is s ue is not going away. Oh, t he group VP may lose int e re s t , and Bill might f orge t about it wit h t ime , but I will not . You se e , I am in f ull agre e me nt . We are a t ox ic e ne rgy dump. Ot he r part s of t he company hat e de aling wit h us . The y also call us ’t he pit .’ The y joke about us at lunch. The y laugh about us in t he halls. And t he y are right . He ck, many of us hat e coming he re , and e ve n we call t his a pit . I t hink we can and should change t hat ; I want you t o know why."

The s t art le d e x pre ss ions we re now re place d wit h t ruly st unne d e x pre s sions . The sile nce was comple t e .

"You all know my st ory. How Dan and I came t o t own wit h our hope s , dre ams , and t wo small childre n. How Dan’s sudde n de at h le f t me alone . How Dan’s ins urance didn’t cove r many of t he big e x pe nse s. How I f ound mys e lf in a dif f icult f inancial posit ion.

"What you may not know is how all t his af f e ct e d me . S ome of you are s ingle moms and dads and know what I am t alking about . I ne e de d t his job, and I had los t my conf ide nce . I we nt wit h t he f low, ne ve r doing anyt hing t hat could t hre at e n my se curit y. I t se e ms f unny t hat my s e curit y is now t hre at e ne d and it may be be caus e I we nt wit h t he f low. We ll, t hose days are ove r.

"He re is t he bot t om line . I s t ill ne e d t his job, but I don’t want t o spe nd t he re st of my working lif e in a t ox ic e ne rgy dump. Dan’s le ss on had be e n los t on me unt il now. Lif e is t oo pre cious just t o be pass ing t hrough t o re t ire me nt . We s imply spe nd t oo much t ime at work t o allow it t o be was t e d. I t hink we can make t his a be t t e r place t o work.

"Now t he good ne ws. I know a cons ult ant who works f or a world f amous organiz at ion and is an e x pe rt on e ne rgy. You will me e t him e ve nt ually. Today I am going t o conve y his f irst bit of advice : We choos e our at t it ude . "

Mary J ane cont inue d by dis cuss ing t he conce pt of choosing your at t it ude . The n she as ke d if t he re we re any que s t ions .

S t e ve raise d his hand. Whe n Mary J ane nodde d t o him, he s aid, "S uppos e I ’m driving my car and some idiot cut s me of f in t raf f ic. That cause s me t o ge t ups e t and I may honk or e ve n make a ge s t ure , if you know what I me an. What ’s wit h t he choice t hing?

I didn’t do it ; it was done t o me . I didn’t have a choice ."

"Le t me as k you some t hing, S t e ve . I f you we re in a t ough part of t own, would you have use d t hat ge st ure ?"

S t e ve s mile d. "No way! You can ge t hurt doing t hat ."

"S o you can choos e your re spons e in a t ough part of t own, but you have no choice in t he s uburbs ?"

"OK, Mary J ane . I ge t it ."

"You couldn’t have as ke d a be t t e r que s t ion, S t e ve . We can’t cont rol t he way ot he r pe ople drive , but we can choos e how we re s pond. He re at Firs t Guarant e e we don’t have a lot t o do wit h s e le ct ing t he work t hat ne e ds t o be done , but we can choose how we approach t hat work. I want all of you t o t hink of ways t his is t rue and se e if you can ide nt if y t hings we can do t o re mind ourse lve s of our choice s. Good luck. Our work lif e de pe nds on it ."

The s e cond st af f me e t ing was much like t he f irs t . Whe n she didn’t ge t any que st ions, she us e d S t e ve ’s que s t ion f rom t he f irst group. I t was 10 : 3 0 on Monday morning. S he was draine d f rom t he me e t ings, but re aliz e d it was he r f irst opport unit y t o choos e he r at t it ude . And she did.

The we e k s pe d by. S he made a point of walking around t he of f ice e ach day and be ing available t o t alk about t he ide a of choos ing your at t it ude . Whe n she saw S t e ve , he said, "Boy, you re ally naile d me at t he s t af f me e t ing."

"I hope I didn’t e mbarras s you.‘

"Mary J ane , you did me a big f avor. My lif e has be e n a s e rie s of re act ions lat e ly. You re minde d me t hat I have import ant choice s t o make and t hat I can make t he m if I have a lit t le s e lf -cont rol and courage ."

"Courage ?"

"I am in a bad re lat ions hip; I ne e d t o do s ome t hing about it . I can s e e now t hat re act ing and f e e ling like a vict im is not going t o solve t he proble m. The proble m ne e ds t o be conf ront e d. I ’m sorry t o be s o e vas ive , but it is rat he r pe rs onal."

"Good luck, S t e ve , and t hanks f or t rus t ing me wit h your s t ory."

"Oh, we all t rus t you, Mary J ane . I t ’s jus t t hat t his work is s o boring and all we he ar are complaint s. We f e e l like we ’re always unde r at t ack. Ke e p at it ; I ’m be hind you all t he way."

S he was ple asant ly s urprise d by t he many words of e ncourage me nt . While st af f me mbe rs we re not sure about t he de t ails , most like d t he ide a of cre at ing a more sat is f ying work e nvironme nt .

The n on Friday it happe ne d. S he walke d of f t he e le vat or on t he t hird f loor and was conf ront e d wit h a giant pos t e r. On t he t op it s aid: CHOOS E YOUR A-r-rI TUDE, and in t he middle we re t he words:

MENU CHOI CES FOR THE DAY. Down be low t he me nu we re t wo drawings . One was a s miling f ace and t he ot he r was a f rowning f ace . S he was e cst at ic. The y do ge t it !

she t hought t o he rs e lf and race d t o he r of f ice t o call Lonnie .

Af t e r t e lling him about t he me nu, she sugge st e d t he y f inish t he ir discus sion. Lonnie as ke d about lunch Monday. Mary J ane s aid she re ally didn’t want t o wait unt il ne x t we e k, so t he y agre e d she s hould come t o t he marke t on S at urday and bring t he kids wit h he r.

S at urday at t he Fis h Marke t

S at urdays are always bus y at t he marke t ; Lonnie s ugge s t e d t he y come e arly. Mary J ane f oolis hly as ke d what t he e arlie st t ime was t he y might arrive . Lonnie said he st art e d work at 5 A.M. The y se t t le d on 8 .

Brad and S t acy got in t he car drows y, but by t he t ime t he y had all made t he t rip int o S e at t le and f ound a parking s pot , he r kids we re wire d and re ady f or act ion. The que st ions we re une nding. "Whe re do t he y ge t t he f ish? Are t he y big f is h? Do t he y have any sharks? Will t he re be any ot he r kids t he re ?"

As t he t hre e walke d down Pike Place t o t he marke t , Mary J ane was s t ruck by how quie t and calm it was. S he imme diat e ly spot t e d Lonnie st anding by t he f ish display. S he was impre s se d wit h how ne at ly organiz e d t he st and was , wit h t he f is h and se af ood packe d in ice and signs de t ailing name s , price s , and s pe cial qualit ie s . One se ct ion was e mpt y e x ce pt f or t he ice .

"Good morning," s aid Lonnie wit h his cust omary smile . "And who are t he s e t wo f is hmonge rs?"

Mary J ane int roduce d he r childre n. Lonnie we lcome d t he m and said it was t ime t o ge t t o work. As she , was re moving he r not e pad f rom he r purs e , he s t oppe d he r and said,

"No, not t hat kind of work. I t hought you t hre e could he lp me f inis h t his dis play."

"Cool," said Brad.

"I couldn’t f ind any boot s your s iz e , but I did f ind t hre e aprons t o we ar. He re , put t he se on and we ’ll s t art packing f is h."

S t acy looke d a lit t le be wilde re d; Mary J ane gave he r a quick hug. Lonnie t ook Brad int o t he back of t he s t ore t o visit t he f is h locke r, while MaryJ ane ke pt S t acy e nt e rt aine d wit h a walk among t he displays. I n about f if t e e n minut e s, Lonnie and Brad re t urne d pus hing a mammot h cart f ull of f is h. To be e x act , Lonnie was pus hing t he cart -Brad was hanging on t o t he handle wit h his f e e t just t ouching t he ground,

.

PLAY

"Mom! Wow! I t rocks back t he re ! The re must be a million f is h. I s n’t t hat right , Lonnie ? I got t o he lp, t oo!" Lonnie gave him a big s mile and a nod, but pre t e nde d t o be all bus ine ss . "We have t o pack t he se f is h s o t he marke t can ope n, lit t le buddy. Re ady t o give me a hand?"

Brad was having a ball. He would he lp Lonnie pick up a t una and Lonnie would pack it in ice , adding t o a ne at row of f ish. The t una we re almos t as big as Brad, and Mary J ane was sorry s he didn’t bring he r came ra. The way Lonnie worke d wit h Brad was magic. Once in a while Lonnie would t rick Brad, pre t e nd t he f is h bit him, or do s ome t hing t hat caus e d Brad t o laugh. Whe n t he re was room f or only t wo more t una in t he row, Lonnie t urne d t he job ove r t o Brad, but provide d some subt le he lp lif t ing. I f Brad we re as ke d t o pick his "act ion he ro" at t hat mome nt , he would have chos e n Lonnie .

"Now it ’s t ime f or your mom t o ge t t o work. Take out t hat not e book, Mary J ane , and Brad will give you t he se cond ingre die nt of an e ne rgy-f ille d workplace ."

"Brad?"

"You be t . The s e cond ingre die nt s e le ct e d by a bunch of f is hmonge rs who choos e t he ir at t it ude , is s ome t hing t hat is f amiliar t o any kid. We jus t f orge t it s import ance as we be come olde r and more se rious .

Brad, t e ll your mom what you do at re ce s s ."

Brad looke d ove r t he t op of t he t una t hat was pinning him t o t he e dge of t he count e r and said, "Play."

Mary J ane ope ne d he r journal and made a ne w not e :

PLAY! He r mind f las he d back t o t he s ce ne at t he marke t s he wit ne ss e d on t hat f irs t day. S he had be e n looking at a playground wit h adult kids at re ce s s. A Throwing f is h, kidding wit h e ach ot he r and t he cust ome rs, calling out orde rs , re pe at ing t he calls. The place had be e n e le ct ric.

"Don’t mis unde rst and," s aid Lonnie . "This is a re al bus ine ss which is run t o make a prof it . This bus ine ss pays a lot of s alarie s , and we t ake t he bus ine ss s e riously, but we dis cove re d we could be s e rious about bus ine s s and st ill have f un ’wit h t he way we conduct e d busine s s. You know, not ge t all upt ight , but le t t hings f low. What many of our cus t ome rs t hink of as e nt e rt ainme nt is jus t a bunch of adult kids having a good t ime , but doing it in a re s pe ct f ul manne r.

."And t he be ne f it s are many. We s e ll a lot of f is h. We have low t urnove r. We e njoy work t hat can be ve ry t e dious . We have be come gre at f rie nds, like t he playe rs on a winning t e am. We have a lot of pride in what we do and t he way we do it . And we have be come world f amous. All f rom doing some t hing which Brad doe s wit hout much t hought . We know how t o play!"

Brad s aid, "He y, Mom, why don’t you bring t he pe ople at work t o Lonnie s o he can t e ach t he m how t o

play?

MAKE THEI R DAY, *

S udde nly some one addre ss e d Mary J ane f rom t he s ide . "He y, re port e r lady, want t o buy a f is h?" One of Lonnie ’s as sociat e s had come ove r and was holding a huge f is h he ad in his hand. "I ’ll give you a gre at de al on t his one . I t ’s miss ing a f e w part s but t he price is right ." He made t he f ish’s mout h int o a smile and said, "I call it smiling sushi. jus t a pe nny." And he looke d at he r wit h a craz y, crooke d s mile . Lonnie was laughing and, of cours e , Brad want e d t o hold it . S t acy was hiding be hind Mom’s le gs . Mary J ane t ook out a pe nny and gave it t o t he f is h guy t he y calle d "Wolf

" S he didn’t ne e d t o as k why t he y calle d him Wolf His hair was unruly and his e ye s t racke d e ve ryt hing as if it we re pre y. This wolf was cle arly dome st icat e d, howe ve r, and if s uch a t hing we re poss ible , Wolf had a grandf at he rly air about him. Wolf put t he s miling sushi in a bag and gave it t o Brad, who was be aming. S hy S t acy pipe d up f or t he f irst t ime t hat morning and said s he want e d one , t oo. Wolf brought ove r t wo more . Now t he y all had a s miling sushi.

Lonnie said, "Thanks , Wolf . You just s howe d us t he t hird ingre die nt in cre at ing a high-e ne rgy, world f amous marke t ."

"He did?"

"Think back t o t he f irst t wo t ime s you we re he re , Mary J ane . What s t ands out in your mind? "

"I re me mbe r a young re dhe ade d woman, about t we nt y ye ars old. S he got up on t he plat f orm and t rie d t o cat ch a f is h. Of cours e s he f ound t he m a lit t le slippe ry and mis s e d t wice . But s he had a ball."

"Why was t hat s o me morable ?"

"S he was s o animat e d, s o alive . And t he re s t of us in t he crowd ide nt if ie d wit h he r. We could imagine ourse lve s in he r place ."

"And what do you t hink Brad will re me mbe r about t oday?"

"Doing big-guy st uf f , vis it ing t he cold f ish locke r, and working wit h you."

"We call t hat make t he ir day. We look f or as many ways as we can t o cre at e gre at me morie s. And we cre at e gre at me morie s whe ne ve r we make s ome one ~ day. The playf ul way we do our work allows us t o f ind cre at ive ways t o e ngage our cust ome rs. That ’s t he ke y word: e ngage . We t ry not t o s t and apart f rom our cust ome rs but t o f ind ways t o re s pe ct f ully include t he m in our f an. Re spe ct f ully. Whe n we are succe ss f ul, it make s t he ir day."

Mary J ane ope ne d he r journal again and wrot e MAKE THEI R DAY. He r mind f ille d wit h t hought s: The y e ngage pe ople and we lcome t he m t o join in t he f un. Cus t ome rs like be ing a pan of t he s how, and me morie s are cre at e d he re which will bring smile s and make good s t orie s f or a long t ime af t e rward. I nvolving ot he rs and working t o

"make t he ir day" dire ct s at t e nt ion t oward t he cust ome r Gre at ps ychology. Focus ing your at t e nt ion on ways t o make anot he r pe rs on ~ day provide s a cons t ant f low of pos it ive f e e lings .

"He llo, anyone home ?"

Lonnie , Brad, and S t acy we re all st aring at he r. "S orry, I got t o t hinking about how powe rf ul ingre die nt t hat is . I hope we can f ind a way t o apply make t he ir day at Firs t Guarant e e ."

"The marke t is ope ning. Le t ’s t ake t he kids f or s ome t hing t o e at , we can f inish our dis cus s ion t he re . You kids hungry?"

"Ye ah!"

BE PRES ENT

The y f ound a t able at t he caf 6 across t he s t re e t and orde re d cof f e e , hot chocolat e , and swe e t rolls. The marke t was rapidly f illing wit h pe ople , and Lonnie dire ct e d he r at t e nt ion t o t he way t he f ish guys int e ract e d wit h t hos e pe ople . He as ke d he r t o wat ch t he m in act ion and t old he r s he would dis cove r t he f inal ingre die nt if s he wat che d care f ully. He r e ye s we nt f rom one monge r t o anot he r, marve ling at t he ir playf ul manne r and t he light he art e d way t he y we nt about t he ir work. S he t he n t urne d he r at t e nt ion t o t hos e who we re be t we e n act ivit ie s. The y looke d vigilant , e ye s roaming f or t he ne x t opport unit y f or act ion.

I t was act ually a bad e x pe rie nce f rom t he night be f ore t hat he lpe d he r f ind t he ans we r. S he re me mbe re d he r t rip t o t he s t ore wit h t wo cranky kids , bot h re ady f or be d. How long did she s t and at t he count e r wait ing f or a cle rk who was t alking t o anot he r cle rk about t he modif icat ions he made t o his car? I t se e me d f ore ve r as t he kids pulle d on he r dre s s wit h growing impat ie nce . That wouldn’t happe n he re , s he t hought . The s e guys are pre s e nt . The y are f ully e ngage d in t he ir work. I wonde r if t he y e ve n daydre am? S he aske d Lonnie if t hat was t he ans we r.

"You got it . Why am I not surpris e d?" He f lashe d his boyish grin. "Look out t ox ic e ne rgy dump, he re she come s!" The n Lonnie cont inue d, "I was at t he groce ry st ore , wait ing my t urn at t he me at count e r. The st af f was ple asant and having a good t ime . The proble m was t he y we re having a good t ime wit h e ach ot he r, not me . I f t he y had include d me in t he ir f un, it would have be e n a whole dif f e re nt e x pe rie nce . The y had most of it right but we re mis sing t he ke y ingre die nt . The y we re n’t pre s e nt and f ocus e d on me , t he cust ome r. The y we re int e rnally f ocuse d." S he ope ne d he r journal and wrot e : ’S E f KES ENT.

Lonnie was showing his f irs t s ign of not be ing pre s e nt . S he kne w why whe n he said, "I ne e d t o ge t back t o work. The guys we re more t han willing t o cove r f or me , but I don’t want t o ove rdo it . The re is , howe ve r, one pie ce of advice I would like t o of f e r be f ore I le ave ."

"I ’m all e ars."

"We ll, I don’t me an t o t e ll you how t o do your job but I t hink it will be import ant f or you t o f ind a way f or your s t af f t o dis cove r t he Fish Philos ophy f or t he mse lve s . I ’m not s ure jus t t e lling t he m about t he Fish Philos ophy will do t he t rick. Brad had a good ide a whe n he said you s hould bring t he m he re ."

"You and Brad make quit e a t e am. I n my rush t o solve t he proble m, I could e as ily f orge t t hat t he me mbe rs of my st af f ne e d t o have le arning e x pe rie nce s of t he ir own, and t ime t o int e rnaliz e t he e x pe rie nce . Thanks so much-f or e ve ryt hing. You made our day."

Brad couldn’t st op t alking on t he way home ; it was all she could do t o be pre s e nt f or him. One s ome what craz y ide a f ound it s way int o he r he ad. S he grinne d and t ucke d it away f or Monday.

S he t old me and t he n I dis cove re d it f or mys e 6 F Unknown

S unday Af t e rnoon

During he r privat e t ime on S unday af t e rnoon, Mary J ane ope ne d he r journal and brie f ly e x pande d on he r not e s .

CHOOS E YOUR ATTI TUDE - I t hink we have a good s t art on t his one . The me nu ide a t he s t af f came up wit h was t he ir f irst re al sign of progre ss . Wit hout choos e your at t it ude , all t he re s t is a was t e of t ime . I ne e d t o cont inue e x ploring and e x panding our aware ne s s of t his ingre die nt .

PLAY -The f is h marke t is an adult playground. I f t he f ish guys can have t hat much f un s e lling f ish, t he re is hope f or us at Firs t Guarant e e .

MAKE THEI R DAY – Cus t ome rs re e ncourage d t o play als o. The at mos phe re is one of inclus ion. Not at all like t he boss I bad in L.A. who t alke d t o me like I was a t ape re corde r and ne ve r s hare d any of t he int e re st ing work.

BE PRES ENT-The f ish guys are f ully pre s e nt . The y are not daydre aming or on t he phone . The y are s canning t he crowd and int e ract ing wit h cust ome rs . The y t alk t o me as if I was a long los t f rie nd.

Monday Morning

As s he e nt e re d t he e le vat or, s he not ice d Bill right be hind he r. That will save me t he t rip t o his of f ice , s he t hought . The car was crowde d so t he y didn't conve rse , but whe n t he door ope ne d on he r f loor, she t urne d t o Bill and hande d he r bos s he r bag, which had a dist inct odor e manat ing f rom it . "A gif t , Bill. I t 's calle d a s miling s us hi." As t he door clos e d s he he ard a loud, "Mary J ane !"

A f e w s e conds af t e r she was at he r de sk t he phone rang. "S t range ' gif t , Mary J ane ," said Bill wit h t he hint of a s mile in his voice . S he t old him what s he had done on S at urday. "S t ay wit h it , Mary J ane . I don' t know what a f is h marke t has t o do wit h First Guarant e e , but if you can make me s mile wit h t he day I have ahe ad, you may be on t o some t hing."

Whe n she hung up t he phone , she was aware t hat he r re lat ionship wit h Bill was some how dif f e re nt . I don’t t hink many on his st af f s t and up t o him, s he t hought . S t range as it s e e ms , I be lie ve he appre ciat e s t he f act t hat I have chose n not t o be int imidat e d.

The Fie ld Trip

At t he f irst of he r t wo Monday morning s t af f me e t ings s he got right t o t he point .

"I ’m impre s s e d and he art e ne d by how you have worke d at f inding ways t o re mind us all t hat we can choose our at t it ude e ach day. The Choos e Your At t it ude Me nu was a gre at ide a, and it ’s t he t alk of t he building. I t ’s f un at las t t o he ar s ome posit ive comme nt s . Now it ’s t ime t o t ake t he ne x t s t e p. The re is some t hing I want you all t o e x pe rie nce , s o we are going on a luncht ime f ie ld t rip. This group will go on We dne sday, t he ot he r group on Thursday. Brown bag lunche s will be provide d, s o jus t bring yours e lve s .

"The f ie ld t rip will be t o a place many of you have visit e d be f ore . We are going t o a spe cial f ish marke t whe re we will s t udy e ne rgy in act ion. The re are a bunch of guys t he re who have s olve d t he ir ve rsion of our proble m. I t will be our t as k t o se e if we can unde rst and and apply t he ir s e cre t s f or s ucce s s ."

"I have a de nt al appoint me nt ." "I have plans f or lunch t hat day." The voice s of t hose around he r ros e wit h obje ct ions . S he was s urpris e d whe n s he he ard a st rong voice , he r own, say, "I e x pe ct you all t o be t he re and t o re arrange your plans t o make t hat pos s ible . This is import ant ."

On We dne sday, t he f irs t group me t in t he lobby and he ade d f or t he marke t . "All I want you t o do is obse rve t he s ce ne you are about t o s e e ." S he chuckle d, "Be s ure t o ke e p your yogurt handy." He r use of t he Yogi Be rra quot e , "You can obs e rve a lot by wat ching," re ce ive d one polit e laugh. We ll, it ~ a st art , s he t hought . The f ish marke t was busy whe n t he y arrive d, and t he y quickly dis pe rs e d. That made it hard f or he r t o wat ch re act ions , but s he did not ice a f e w of he r st af f obviously e njoying t he mse lve s. S he s aw J ohn and S t e ve in close conve rsat ion wit h one of t he f is h guys and move d clos e r t o obse rve . "Whe n you are pre s e nt wit h pe ople you look right at t he m ... just like be ing wit h your be s t f rie nd ... e ve ryt hing is going on around you but you’re s t ill t aking care of just t he m," said t he re dhe ade d f is h guy t o J ohn. Goodf or,J ohn and S t e ve , s he t hought . Gre at init iat ive .

On Thurs day t he s e cond group made t he t rip, most like ly brie f e d by t he f irs t group. The re we re almos t no que s t ions , and t he group was rat he r re se rve d unt il s ome t hing spe cial happe ne d. S t e phanie , a longt ime e mploye e , was aske d if she want e d t o go be hind t he count e r and cat ch a f is h. Alt hough she had s e e me d quit e shy at work, she acce pt e d. Two f is h s lippe d t hrough he r grasp, much t o t he de light of t he crowd and t he s pe cial amus e me nt of he r coworke rs . On t he t hird t ry, s he made a daz z ling bare - hande d cat ch which was f ollowe d by t hunde rous applaus e , cat calls , and whis t le s . S he was hooke d as t he f ish guys made he r day.

S t e phanie se e me d t o ope n t he door f or ot he rs . As t he f is h f le w ove rhe ad, t he gang f rom First Guarant e e did a lot more t han rais e t he ir yogurt cups in t he air.

Friday Af t e rnoon Me e t ings

On Friday af t e rnoon, she me t wit h e ach group se parat e ly. "Wouldn’t it be ne at t o work in a place whe re you could have as much f an as t he guys do at t he Pike Place Fis h marke t ?" s he aske d. The re we re a f e w nods and s ome s mile s as t he image of a f lying f is h pas se d t hrough t he ir minds . S t e phanie had t he bigge st s mile of all. The n re alit y s e t in.

I n bot h groups , prot e s t f ollowe d t he init ial s mile s. "We don’t s e ll f is h!" Mark s aid.

"We don’t have anyt hing t o t hrow," adde d Be t h. "I t ’s a guy t hing," cont ribut e d Ann.

"Our work is boring," s aid anot he r. One wis e cracke r said, "Le t ’s t hrow t he purchas e orde rs."

"You’re right ; t his is n’t a f ish marke t ; what we do is dif f e re nt . What I ’m asking is: Are you int e re s t e d in having a place t o work which has as much e ne rgy as t he world f amous Pike Place Fis h marke t ? A place whe re you s mile more of t e n. A place whe re you have pos it ive f e e lings about what you do and t he way you do it . A place you look f orward t o be ing at e ach day. You’ve alre ady de mons t rat e d t hat in many ways we can choos e our at t it ude . Are you int e re st e d in t aking it f urt he r?" S t e phanie spoke up. "I like t he pe ople he re ; t he y’re good pe ople . But I hat e coming t o work. I can hardly bre at he in t his place . I t ’s like a morgue . S o I might as we ll admit it : I ’ve be e n looking f or anot he r job. I f we could f ind a way t o cre at e s ome lif e he re , it would be a more sat is f ying place t o work, and I would de f init e ly cons ide r st aying."

"Thank you f or your hone s t y and courage , S t e phanie ."

S t e ve adde d, "I want t o make t his place more f an." Randy rais e d his hand.

"Ye s; Randy?"

"You t alke d about your pe rs onal s it uat ion t he ot he r day, Mary J ane . I ne ve r he ard a bos s do t hat be f ore ,and it got me t hinking. I ’m rais ing my s on alone , and I ne e d t his job and t he be ne f it s t hat go wit h it . I don’t like t o make wave s , but I ’m s orry t o admit I s ome t ime s t ake out my f rust rat ions on pe ople in ot he r de part me nt s . The y se e m t ohave it s o good, while I ’m t rappe d he re in t his pit . You’ve he lpe d me re aliz e t hat we make t his place a pit by t he way we act he re . We ll, if we can choos e t o make it a pit , t he n we can als o choos e some t hing e ls e . The t hought of doing t hat has me re ally e x cit e d. I f I can le arn t o have f an and be happy he re , we ll, t he n I gue ss I can als o le arn t o do t hat in ot he r part s of my lif e ."

"Thanks, Randy." S he t urne d and looke d dire ct ly at him wit h grat it ude , adding, "I s e e a f e w he ads nodding, and I know you’ve s aid s ome t hing re ally import ant he re t oday. You have t ouche d me and ot he rs wit h your words f rom t he he art . Thanks . Thank you f or your cont ribut ion. Le t ’s build a be t t e r workplace , a place we love t o be in.

"On Monday we ’ll s t art t he proce ss of put t ing t he Fis h Philosophy t o work on t he t hird f loor. Be t we e n now and t he n, I want you t o t hink about your pe rs onal e x pe rie nce at t he f is h marke t and writ e down any que st ions or ide as you have . Whe n we ge t t oge t he r ne x t t ime , we can discus s how t o proce e d. jus t le t what you s aw at t he marke t s t imulat e your t hinking."

The wis e cracke r poppe d up again, "We ll, if we can’t t hrow t he purchas e orde rs pape r, can’t we at le ast t hrow t he conf e t t i f rom t he s hre dde r?" Laught e r f ille d t he room. That f e e ls good, she t hought .

Mary J ane t he n pas se d copie s of an out line she had de ve lope d at t he marke t and walke d e ve ryone t hrough he r pe rs onal obse rvat ions. S he e ncourage d he r s t af f t o re me mbe r and re cord t he ir own t hought s ove r t he we e ke nd.

Af t e r t he se cond me e t ing e nde d, Mary J ane re t re at e d t o he r of f ice and sat e x haus t e d at he r de s k. I gave t he m s ome t hing t o t hink about ove r t he we e ke nd. But will t be y? Lit t le did s he know t hat half a doz e n of he r e mploye e s would f ind a re as on t o vis it t he marke t again t hat we e ke nd, many of t he m wit h f amily and f rie nds.

MARY J ANE’ S OUTLI NE

Choose Your At t it ude -The f is h guys are aware t hat t he y choose t he ir at t it ude e ach day. One of t he f is h guys s aid, "Whe n you are doing what you are doing, who are you be ing? Are you be ing impat ie nt and bore d, or are you be ing world f amous ? You are going t o act dif f e re nt ly if you are be ing world f amous ." Who do we want t o be while we do our work?

Play-The f ish guys have f un while t he y wor~, and f un is e ne rgiz ing. How could we have more f un and cre at e more e ne rgy?

Make The ir Day-The f is h guys include t he cus t ome rs in t he ir good t ime . The y e ngage t he ir cust ome rs in ways which cre at e e ne rgy and goodwill. Who are our cust ome rs and how can we e ngage t he m in a way t hat will make t he ir day? How could we make e ach ot he r’s days ?

Be Pre s e nt -The f is h guys are f ully pre s e nt at work. What can t he y t e ach us about be ing pre s e nt f or e ach ot he r and our cus t ome rs ?

Ple as e bring your t hought s wit h you on Monday.

That We e ke nd at t he Fis h Marke t

"Te ache r give you an as signme nt ?"

S t e phanie looke d up and s imult ane ous ly s aw a f is h f ly t hrough t he air and Lonnie ’s smiling f ace . "Hi. I gue ss you might s ay my boss gave me some home work."

"That wouldn’t be Mary J ane , would it ?"

"How did you know?" He r re s pons e was drowne d out by a monge r shout ing, "Thre e t una f lying away t o Paris," wit h a f ake Fre nch acce nt . Lonnie se e me d t o he ar he r anyway. No wonde r t he y’re s o good at be ing pre se nt , s he t hought . The y have t o be if t he y want t o he ar anyt hing above all t his commot ion.

"I saw you he re during t he we e k wit h Mary J ane ’s group. You are als o t he f irst yogurt dude I re me mbe r cat ching a f is h as long as I ’ve be e n he re ."

"Re ally?"

"S o how can I he lp you? You s e e m puz z le d."

S he looke d down at he r not e s . "I t hink I unde rs t and be pre se nt , t he way you are right now wit h me . And whe n I was cat ching t he f ish-we ll ... I will ne ve r f orge t t he way you made my day. Play is some t hing t hat come s e asy f or me -I love t o e njoy myse lf and f ool around. But choos e your at t it ude is st ill a bit of a myst e ry. I me an, doe sn’t your at t it ude have a lot t o do wit h t he way you are t re at e d and what happe ns t o you?

"I know jus t t he pe rs on you ne e d t o ask about at t it ude : Wolf Wolf was on his way t o a care e r as a prof e ss ional race car drive r whe n he had a s e rious accide nt . We ll, I ’ll le t Wolf t e ll t he s t ory. We ne e d t o go back int o t he locke r. Will you be warm e nough?"

"Can we come , t oo?"

S t e phanie looke d t o he r le f t and saw S t e ve , Randy, and one ve ry cut e child. Af t e r int roduct ions , t he y all we nt back t o t alk t o Wolf , who t old t he m how, while he was re cove ring f rom his accide nt , he le arne d t o choos e his at t it ude e ve ry day. His words made a de e p impre s sion on t he t hre e and t he y vowe d t o s hare t he m wit h t he ir f e llow worke rs at t he Monday me e t ing.

Af t e rward, S t e ve had t o t ake of f , but S t e phanie , Randy, and Randy’s s on we nt acros s t he s t re e t t o a caf 6 . The adult s sippe d cof f e e , while Randy’s s on at e a giant chocolat e chip muf f in.

"You know," s aid S t e phanie , "we might as we ll cle an up our t ox ic e ne rgy dump be cause t he re is no such guarant e e t he ne x t job will be any dif f e re nt . And t hink about it . How many bos se s are t he re like Mary J ane ? I re ally re s pe ct he r. Think about what she ’s be e n t hrough. I he ar s he e ve n s t ood up t o t hat je rk Bill Walsh. None of t he ot he r de part me nt manage rs e ve r s t ood up t o t hat bully. I me an t hat count s f or some t hing, doe sn’t it , Randy?"

"S t e phanie , you’re re ading my mind. I f t he s e f ish guys could do what t he y have done , t he s ky is t he limit f or us wit h a bos s like Mary J ane . I t is n’t going t o be e asy. S ome of our coworke rs are as f right e ne d as I use d t o be . The y’re ske pt ical be caus e t he y’re s care d. Pe rhaps if we provide a pos it ive e x ample it will he lp. All I know is t hat t hings won’t ge t be t t e r unt il we choos e t o make t he m be t t e r-and I want t hings t o ge t be t t e r."

As S t e phanie walke d t o he r car s he not ice d Be t t y and he r hus band. S he wave d and t he n be came aware of t hre e ot he r pe ople f rom he r of f ice in t he crowd. Gre at ! she t hought .

The Plan Unf olds

The re was a buz z in t he room as t he f irst group ass e mble d f or t he Monday morning me e t ing. Mary J ane ope ne d t he me e t ing by s aying, "We ’re he re t o cle an up what has be e n calle d a t ox ic e ne rgy dump. Today we ’ll se e if we have any addit ional le ss ons f rom t he marke t and t he n de cide on our ne x t st e ps. Did anyone t hink of anyt hing during t he we e ke nd t hat we s hould conside r be f ore moving on?" S t e phanie and Randy jumpe d t o t he ir f e e t and t ook t urns re calling t he ir conve rs at ion wit h Wolf . S t e phanie be gan.

"Wolf was re ally cool, alt hough he was a lit t le scary at f irs t . I me an his voice is like a growl. Anyway, he t old us his s t ory of having a care e r as a prof e s sional race car drive r t orn away f rom him by a f re ak accide nt . He s aid he wallowe d in pit y f or a while and t he n, whe n his girlf rie nd le f t him and f rie nds st oppe d calling, he re aliz e d he had a basic choice t o make . He could choose t o live and t o live f ully, or he could le t lif e slip away in a se rie s of miss e d opport unit ie s . He has be e n making t he choice t o live f ully e ve ry day since . I t was quit e a st ory."

"My s on was f ascinat e d wit h Wolf ," cont inue d Randy. "Wolf re ally got me t hinking about our s it uat ion he re on t hre e , and how much powe r we have ove r t he kind of place we cre at e . We could make t hre e int o a gre at place t o work if we le arn t he le s son of Wolf . We must choos e our at t it ude e ve ry day and choos e it we ll." S t e ve als o of f e re d some obs e rvat ions .

"Thanks, S t e ve . Thank you, Randy. Thanks, S t e phanie . I t sounds like you we re busy t his we e ke nd. And t hanks f or not asking f or ove rt ime !" Af t e r t he laught e r die d down, Mary J ane as ke d, "Who e lse has s ome t hing t o of f e r which will he lp us unde rs t and t he se point s?" Fort y-f ive minut e s lat e r, Mary J ane de cide d t o bring t he discus sion t o a clos e . "Any ide as on whe re we go f rom he re ?"

"Why don’t we f orm a t e am f or e ach of t he f our ingre die nt s ? " s aid one of t he ne we r e mploye e s.

The re we re a numbe r of nods .

"All right ," said Mary J ane . "Le t me make sure t he ot he r half agre e s wit h t his approach. Why don’t you sign up f or t he group you pre f e r; if t he ot he r group goe s along, I will put e ve ryt hing in me mo f orm and ge t it t o you t omorrow. I s t he re anyt hing e ls e t o discus s?"

At t he e nd of t he me e t ing she pass e d around a s ign-up she e t and aske d e ach of t he m t o sign up f or one of t he f our t e ams . The se cond group f ully s upport e d t he ide a of t e ams and s e e me d re lie ve d t o have a concre t e plan of act ion.

The Te ams Go t o Work

The Play Te am had a f e w t oo many volunt e e rs, so Mary J ane did a lit t le ge nt le ne got iat ing. "I have a ge nuine Pike Place Fish marke t T-s hirt f or t he f irst t hre e volunt e e rs who will move f rom Play t o Choos e Your At t it ude or Be Pre se nt ." Once t he t e ams we re balance d, s he put t oge t he r a me mo wit h t he ge ne ral guide line s and e x pe ct at ions.

TEAM GUI DELI NES

• Teams will have six weeks t o me et, st udy t heir t opic, colle ct addit ional inf ormat ion, and put t oge t he r a.pre se nt at ion t hat will be made t o t he group as a whole at an of f -s it e me e t ing.

• Each presentation must have some act ion it ems t hat we can consider f or imple me nt at ion.

• Teams will be re sponsible f or set ting t he ir own mee ting t imes and may use two hours of work t ime e ach we e k f or t e am busine s s. Arrange me nt s mus t be made t o cove r t he work of t hose at t e am me e t ings during busine s s hours.

• Each t eam has a budge t of $ 200 to be spe nt at it s discre tion.

• Teams will f acilit at e t heir own meet ings.

• I will be available t o t roubleshoot if t he t eam reache s an impasse, but I would rat he r t he t e am work out it s is s ue s as a t e am.

Good luck! Le t ’s cre at e a place whe re we all want t o work!

Te am Re port s

S ix we e ks had pas s e d s ince t he t e ams s t art e d me e t ing. The pre se nt at ions would be made t oday. Mary J ane had as ke d Bill if pe ople f rom ot he r de part me nt s could handle e s se nt ial f unct ions f or a morning, s o t he whole group could me e t ; Bill surpris e d he r by of f e ring t o he lp pe rs onally as we ll as organiz e t he cove rage . "I don’t know what you’re doing," he said, "but I alre ady se ns e a ne w le ve l of e ne rgy on t hre e . Ke e p up t he good work and le t me know if t he re is anyt hing e lse I can do." S he was a bit ne rvous . Each of t he t e ams had as ke d he r t o me e t wit h t he m at le as t once , and she had done he r be st t o be he lpf ul and s upport ive wit hout t aking cont rol. Alt hough s he had be e n as ke d f or re ading mat e rial and t he us e of a conf e re nce room in t he las t t wo we e ks , none of t he t e ams had re que st e d more t han t hat . S he re ally didn’t have a clue about t he s pe cif ics of any of t he f our pre se nt at ions . And t oday was t he day t he y would go of f -s it e t o he ar t he t e am re port s. At nine in t he morning, t he y all walke d down t o t he Ale x is Hot e l as Bill and t he ot he r volunt e e rs arrive d t o cove r t he of f ice . "Good luck," he s aid. The y arrive d at t he Ale x is and we re dire ct e d t o t he Marke t Room. Appropriat e , she t hought . S he had de cide d t hat t he Choos e Your At t it ude Te am should pre s e nt last . S he had e x plaine d t o e ach t e am: "I want t he ingre die nt t hat unde rlie s all of t he ot he rs t o be t he las t t hing we conside r."

S he f e lt a s urge of e mot ion as she e nt e re d t he me e t ing room. The room was a se a of color, music, and e ne rgy. Balloons we re at t ache d t o e ach chair, and colorf ul f lowe r arrange me nt s brought t he room t o lif e . The y have re sponde d t o t he challe nge , she t hought . The ir clocks are wound up again. The bigge st s urprise of t he day was s it t ing in t he back of t he room in his f ull f ishmonge r out f it . I t was Lonnie . S he t ook t he se at ne x t t o him as t hings be gan.

The Play Te am

One of t he me mbe rs of t he Play Te am calle d t he room t o at t e nt ion and aske d t he whole st af f t o come up f ront . As dire ct ions we re give n, e ve ryone st ood around rat he r awkwardly. "Our re port is in t he f onn of a game which we ’ll all play," s aid Be t t y, t he Play Te am spoke spe rson.

The Play Te am had de signe d a game using a pat h of circle s cut f rom colore d pape r and arrange d on t he f loor s o you could s t e p f rom one circle t o t he ne x t as t he mus ic playe d. Each circle had writ t e n on it a ke y point f rom t he ir re port . Whe n t he mus ic st oppe d, t he pe rs on st anding on a s pe cif ic circle was as ke d t o re ad t he t e x t on it . I t was sort of like a cake walk. The re we re t wo groups of it e ms . One was a list of be ne f it s and t he ot he r a lis t of imple me nt at ion ide as . Gre at work, t hought Mary J ane .

Be ne f it s of Play

• Happy pe ople t re at ot he rs we ll.

• Fun le ads t o cre at ivit y.

• The t ime pass e s quickly.

• Having a good t ime is he alt hy.

• Work be come s a re ward and not jus t a way t o re wards .

I mple me nt ing Play on t he Third Floor

• Pos t signs saying, TMS I S A PLAYGROUND. WATCH OUT FOR ADULT CHI LDREN.

• S t art a joke -of -t he -mont h cont e s t wit h it s own bulle t in board.

• Add more color and make t he e nvironme nt more int e re st ing.

• Add more lif e wit h plant s and an aquarium.

• S pe cial e ve nt ' s s uch as a luncht ime come dian.

• S mall f ight s t o t urn on whe n it is t ime t o light e n up a bit or whe n you have a good ide a.

• I ns t ruct ion in cre at ivit y.

• A de s ignat e d cre at ivit y are a calle d t he S and Box .

• Form an "ongoing play comnuit t e e t o ke e p t he ide as f lowing.

The Make The ir Day Te am

The Make The ir Day Te am was ne x t . "Go out int o t he hall and have s ome cof f e e while we s e t up," was t he ir f irst ins t ruct ion. Whe n e ve ryone was calle d back int o t he room, t he s t af f was divide d int o s mall groups wit h a me mbe r of t he Make The ir Day Te am in e ach group. S t e phanie de scribe d t he as s' igm-ne nt as e ve ryone mille d around.

"I want e ach group t o t ake f if t e e n minut e s t o de ve lop a lis t of st rat e gie s f or support ing and e nhancing t he work of a ke y group of pe ople , our int e rnal cust ome rs. But f irs t I want t o int roduce some dat a. The s e are t he f indings of a cust ome r surve y we pe rf orme d.

Take a de e p bre at h be caus e you are n’t going t o like p what you se e ." A s lide we nt up. A wave of shock pass e d t hrough t he room; t he re was act ually one audible gas p.

RES ULTS OF CUS TOMER S URVEY

1. Our cus t ome rs dre ad working wit h us. The y call us "t he sle e pwalke rs " be cause we se e m pos it ive ly s e dat e d t o t he m. The y would pre f e r a good f ight t han t he impe rsonal t re at me nt t he y re ce ive .

2 . The work we do is ade quat e , but we rare ly of f e r t o e x t e nd ours e lve s in orde r t o he lp t he m se rve t he e x t e rnal cust ome r. We do our job, pe riod, and no more . 3 . We of t e n t re at our cust ome rs as if t he y are int e rrupt ing us. 4 . We f re que nt ly pass our cus t ome rs around f rom one pe rs on t o anot he r wit hout e ve r conve ying an int e re s t in s olving t he proble m. We appe ar t o be at t e mpt ing t o avoid re spons ibilit y.

5 . Our cust ome rs joke about our re s ponse , or lack t he re of , t o a proble m which aris e s af t e r 4 . The y laugh about t he st ampe de t o t he e le vat or at 4 :3 0 . 6 . Our cust ome rs que st ion our ve ry commit me nt t o t he e nt e rpris e . 7 . We are re f e rre d t o as t he "las t s t age of de cline ." 8 . Dis cuss ions have st art e d conce rning t he pos sibilit y of re placing our de part me nt wit h an out s ide cont ract or.

S t e phanie said, "Our t e am was f irst s hocke d and t he n ange re d by t he s e f indings . S lowly we came t o re aliz e t hat t he cust ome rs f e e l how t he y f e e l. No mat t e r what e x cus e s we of f e r or what kind of s pin we put on it , it doe s n’t change how our int e rnal cust ome rs f e e l. That ’s t he re alit y as t he y se e it . The que st ion is , what are we going t o do about it ?"

Anot he r t e am me mbe r cont inue d wit h conside rable pass ion, "I don’t t hink we re aliz e how import ant our role is in t he bus ine ss of Firs t Guarant e e . Many pe ople count on us, and t he y look bad whe n we drop t he ball or drag our f e e t . The f act t hat many of us have ot he r obligat ions and t hat we are n’t ve ry high on t he compe ns at ion scale is not t he ir proble m. The y’re just t rying t o se rve t he cus t ome rs who pay our salarie s -and we ’re se e n by t he m as an impe dime nt t o high qualit y s e rvice ." The n S t e phanie said, "We ne e d your ide as and ne e d t he m badly. Ple ase he lp us t o t ake a s t e p away f rom t he dump and t oward making our cust ome rs’ day. Each group has f ort y-f ive minut e s t o come up wit h as many ide as as poss ible . Ple as e f ind a s e at and ge t s t art e d. The me mbe r of our t e am will s e rve as scribe ." The re was sile nce f or a while . The n t he groups be gan at t acking t he proble m, s t ill riding on t he e ne rgy ge ne rat e d by t he f irs t pre s e nt at ion.

Whe n t he t ime had come , S t e phanie announce d, "Le t ’s t ake a s hort bre ak while t he scribe s int e grat e t he ir not e s ." Af t e r t e n minut e s, s he re conve ne d t he s t af f . "He re ’s a quick look at t he re sult s," s he s aid, "and t his award goe s t o t he me mbe rs of t he t able f our group." The pe ople f rom t able f our came up t o re ce ive t he ir Make The ir Day but t ons . S malle r but t ons we re pass e d out t o e ve ryone e lse . At t e nt ion t urne d t o t he ir summary re port .

Be ne f it s of Make The ir Day

I t is good f or bus ine s s .

• S erving our cust omers well will give us the sat isf action t hat comes t o t hose who s e rve ot he rs. I t will f ocus our at t e nt ion, away f rom our proble ms ont o how we can make a posit ive dif f e re nce t o ot he rs . This is he alt hy, will f e e l good, and will unle ash e ve n more e ne rgy.

I mple me nt ing Make The ir Day

• S tagge r our hours so t here is coverage f rom 7 Am. until 6 P.m. This will be good f or our cust ome rs . (and may als o be he lpf ul t o s ome of us who ne e d dif f e re nt s t art t ime s).

• Pull t oge ther some f ocus groups to st udy ways we can be of se rvice to our cust ome rs. S hould we have s pe cialt y groups, f or inst ance , f ocus ing on spe cif ic cust ome r cat e gorie s ?

• Have a monthly and an annual award f or se rvice , base d on the recommendat ion of our cust ome rs who s aid t he ir day had be e n made .

• I mplement a 360 -de gree f ee dback process which includes our cust omers.

• Appoint a spe cial t ask f orce dedicat ed t o surprising and delight ing our cust ome rs.

• Ask our ke y custome rs t o "come out and play" once a mont h.

• S tudy what it would take to implement t he "mome nt of trut h" ide a, which st art e d at S AS , S candanavian Airline s . We would t ry t o make e ve ry t ransact ion wit h our cus t ome rs a pos it ive t ransact ion.

Mary J ane quie t ly re joice d. "I f t he y care t his much, we can t urn our de part me nt around. S t e phanie is on f ire and he r group s hows signs of cat ching t he s ame e nt husiasm. We can do it ! I know we can!" Out of t he come r of he r e ye she not ice d t hat Lonnie had a ple ase d look on his f ace .

The Pre s e nt Mome nt Te am

The Pre se nt Mome nt Te am t ook an e nt ire ly dif f e re nt approach, which gave a we lcome change of pace . Wit h soot hing mus ic playing in t he background, one of t he group me mbe rs s aid, "Clos e your e ye s and re lax f or a minut e . Bre at he de e ply as I guide you t hrough a numbe r of vis ualiz at ions t hat will he lp us be f ully pre se nt ." Whe n she was f inis he d, she said, "Now list e n’ as me mbe rs of our group of f e r some t hought s. S t ay re lax e d, t ry t o e ve n your bre at hing, and ke e p your e ye s close d." A numbe r of inspirat ional re adings f ollowe d. One of t he re adings we nt some t hing like t his:

The pas t is hist ory The f ut ure is a mys t e ry Today is a gif t

That is why we call it t he pre se nt

J ohn of f e re d a pe rs onal s t ory. "I was living a bus y lif e ," he s aid wit h sadne ss in his voice , "t rying t o make e nds me e t and working bot h side s agains t t he ’ middle . One day my daught e r aske d me t o go t o t he park. I t old he r it was a wonde rf ul ide a, but I had a lot t o do at t hat mome nt . I s aid she should wait unt il lat e r, af t e r I had a, chance t o cat ch up. But t he re always s e e me d t o be s ome urge nt and pre s s ing work t o do and t he days pas se d. Days le d t o we e ks and we e ks t o mont hs ." Wit h a choking voice , he s aid t hat f our ye ars pas se d and he ne ve r did go t o t he park. FEs daught e r is now f if t e e n and no longe r int e re st e d in t he park, nor, f or t hat mat t e r, in him. J ohn paus e d and t ook a de e p bre at h. "I t alke d t o one of t he f is h guys about be ing pre se nt , and I re aliz e d how inf re que nt ly I was re ally pre s e nt at home or at work. The f is h guy invit e d me t o visit t he marke t wit h t he whole f amily. My daught e r didn’t want t o go, but I f inally wore he r down and she came along. We had a good t ime , and I worke d on be ing pre se nt wit h my childre n. Whe n my wif e t ook my son down t he st re e t t o t he t oy st ore , I sat down wit h my daught e r and t old he r how sorry I was t hat I re ally hadn’t be e n t he re f or he r. I t old he r I hope d she could f orgive me and t hat while I couldn’t change t he pas t , I le t he r know t hat I was now de dicat e d t o be ing pre s e nt in t he pre se nt . S he s aid I wasn’t t hat bad a dad-I jus t ne e de d t o light e n up a lit t le . I ’ve got a ways t o go," he s aid, "but I ’m improving. Be ing pre s e nt could he lp me re cove r some t hing I was n’t aware I had lost : a re lat ionship wit h my daught e r."

Af t e r J ohn was f inishe d, Lonnie whispe re d t o Mary J ane , "The f ish guy was J acob. He has be e n highe r t han a kit e e ve r s ince . He ’s a ne w guy, and it was his f irs t t as t e of re ally he lping some one ."

J ane t als o be came quit e e mot ional whe n s he de s cribe d a coworke r at he r-pre vious job. "This pe rs on ke pt t rying t o ge t my at t e nt ion," she s aid, "but I was dist ract e d by pe rsonal is sue s , and we ne ve r conne ct e d. The n all he ll broke loos e . I t s e e ms she was way ove r he r he ad and was cove ring up t he lack of progre ss by iss uing imaginary re port s . By t he t ime it all came t o light , it was t oo lat e t o corre ct . S he lost he r job, t he company lost a clie nt and a gre at de al of mone y, and I e ve nt ually los t my job be caus e we we re unable t o re place t he work. All of t his could have be e n avoide d if I had be e n pre s e nt f or a coworke r who was re aching out f or he lp." The n Be t h t old a pe rs onal s t ory of riding on a s t at ionary bike in f ront of t he TV

while t rying t o cat ch up on s ome re ading, whe n he r s on came in and s at down on t he couch. S he could t e ll he was dist re ss e d. "A mot he r knows t he s e t hings," s he said. "I n t he past I would have cont inue d doing what I was doing wit hout t alking t o him. But e x pe rie nce and a divorce has t aught me t hat e f f icie ncy isn’t always wis e or nice t o love d one s . S o I t urne d of f t he TV, got of f of t he bicycle , s e t t he magaz ine s as ide , and spe nt t he ne x t hour lis t e ning de e ply as my s on de s cribe d t he dif f icult t ime he was having jus t coping wit h lif e . I was re ally glad I make t he t he choice t o be f ully pre se nt .”

A f e w more me mbe rs of t he group t old a nux "First , I pe rs onal and busine s s s t orie s . The n t he y conf irm and de monst rat e t he ir commit me nt t o be ing pre se nt f or one anot he r and f or int e rnal cus t ome rs . "Whe n you are pre s e nt you s how conside rat ion f or t he ot he r pe rson," one of t he t e am me mbe rs adde d. The y als o commit t e d t o be ing f ully pre s e nt whe n dis cuss ing an is sue , whe t he r wit h. e ach ot he r or a cus t ome r; t he y would t ruly lis t e n and not allow t he mse lve s t o be dist ract e d. The y e ncourage d one anot he r t o as k, "I s t his a good t ime ? Are you pre se nt ?" To s upport one anot he r t he y e st ablishe d a code phrase . "You se e m dis t ract e d," was chos e n as a s pe cial code t o signal a pos sible pre se nt mome nt iss ue . Eve ryone agre e d give it a t ry. And e ve ryone also agre e d ne ve r again t o re ad or answe r e mails while t alking on t he phone wit h a colle ague or cus t ome r.

The Choos e Your At t it ude Te am

Las t came t he Choos e Your At t it ude Te am. The ir ve rbal re port was brie f and t o t he point . "He re are t he be ne f it s our t e am ide nt if ie d as a re sult of choosing your at t it ude .

"Firs t , by acce pt ing t hat you choos e your at t it ude , you de monst rat e a le ve l of pe rsonal account abilit y and proact ivit y which will f ill t he t hird f loor wit h e ne rgy, all by it s e lf .

"S e cond, choosing your at t it ude and act ing like a vict im are mut ually e x clus ive .

"Third, we hope t he at t it ude you choos e is t o bring your be s t se lf t o work and t o love t he work you do. We may not be able t o do e x act ly what we love at t he pre s e nt t ime , but any of us can choos e t o love what we do. We can bring our be st qualit ie s t o our work-it is our choice . I f we can accomplish t his one t hing, our work are a will be come an oas is of e ne rgy, f le x ibilit y, and cre at ivit y in a t ough indust ry."

I mple me nt ing Choos e Your At t it ude

Margare t , t he highly animat e d t e am s poke s pe rs on, sugge st e d t hat t he imple me nt at ion plan f or Choose Your At t it ude was a highly pe rsonal one . "Many of us have lost s ight of our abilit y t o choos e . We mus t be compas sionat e wit h e ach ot he r but work t oge t he r t o nurt ure our abilit y t o e x e rcis e f re e will. I f you don' t know you have choice s or don' t be lie ve you have choice s, you don' t . The re are pe ople in our group who have had s ome ve ry dif f icult lif e e x pe rie nce s . I t will t ake s ome of us quit e a while t o be able t o int e rnaliz e t his ide a t hat we can choos e our at t it ude ." Anot he r t e am me mbe r cont inue d, "We have ide nt if ie d t wo ways t o imple me nt Choos e Your At t it ude and have alre ady t ake n some st e ps. -

"Firs t , we ’ve purchas e d f or e ve ryone copie s of a lit t le book t it le d Pe rs onal Account abilit y: The Pat h t o a Re warding Work Lif e . Our group will organiz e dis cus s ion groups af t e r you have had a chance t o re ad it . I f t hat goe s we ll, we will f ollow wit h discus sions of Raving Fans, The S e ve n Habit s of Higbly Ef f e ct ive Pe opk, Gung Hat , and The Road Le ss Trave le d. All of t he s e books can he lp us unde rs t and t he conce pt of choos ing an at t it ude .

"S e cond, we ’ve pre pare d an at t it ude me nu f or e ve ryone t o us e back at t he of f ice . You’ve s e e n a ve rs ion of t his be f ore . We s t ill don’t know who put t he f irst one on our of f ice door, so we can’t give cre dit . Now you have your pe rs onal me nu f or e ach day." Mary J ane looke d down at he r at t it ude me nu. I t had t wo side s . On one s ide was a f rowning f ace s urrounde d by words like angry, disint e re st e d, and bit t e r. On t he ot he r side was a smiling f ace wit h words like e ne rge t ic, caring, vit al, support ive , and cre at ive . At t he t op it said: THE CHOI CE I S YOURS . I t was a nice e x t e ns ion of t he me nu ove r t he main door t o t he t hird f loor. Mary J ane jumpe d up and se t of f t o congrat ulat e e ach and e ve ry me mbe r of he r s t af f wit h Lonnie a f e w st e ps be hind he r, providing his own brand of e ncourage me nt . I t was af t e r lunch be f ore s he f inishe d t alking wit h e ve ryone . S he now kne w t he y we re we ll on t he ir way t o cle aning up t he t ox ic e ne rgy dump.

Lonnie walke d Mary J ane back t o First Guarant e e . I t was n’t surprising t hat t he y at t ract e d a f e w s t are s: a busine s swoman and a f is hmonge r in f ull re galia. What was surpris ing was how many kne w Lonnie .

S o, your boss doe sn’t know about t he job of f e r, doe s he ," s aid Lonnie . Two we e ks e arlie r, Mary J ane

had re ce ive d an une x pe ct e d call f rom First Guarant e e ’s main compe t it or, making an at t e mpt t o lure he r away.

"I don’t t hink s o. I be lie ve t he re cruit e r t alke d t o my old bos s . The woman who re ce nt ly le f t Firs t Guarant e e f or a wonde rf ul pos it ion in Port land. I have n’t s aid anyt hing at work."

"I couldn’t unde rs t and your t urning down s uch a lucrat ive of f e r, but now I se e why. You are commit t e d t o t his proce s s, and you couldn’t le t t he s e pe ople down, could you?"

"That was part of it , Lonnie . But af t e r working s o hard t o make First Guarant e e more f an and a be t t e r place t o work~ why would I le ave ? The good t ime s are just s t art ing."

S unday, Fe bruary 7 : The Cof f e e S hop, one ye ar lat e r. Mary J ane ope ne d he r book, S imple Abundance , and t urne d t o Fe bruary 7 . This st uf f is t ime le s s, she t hought . A ye ar ago I was sit t ing he re , wonde ring bow I would e ve r cle an up t he t ox ic e ne rgy dump. I n f act , it was he re t hat I re aliz e d I was part of t he proble m and ne e de d t o le ad mys e 6 rbe f ore I could le ad t he group. Thos e commit t e e re port s at t he hot e l we re a gre at s t art . The s t af f bad always be e n capable of much more -it jus t t ook some f is h guys t o bring t hos e capabilit ie s t o light . The t hird f loor is a dif f e re nt place now, and our ne w proble m is all t he pe ople f rom around t he company who want t o work t he re . I gue s s t he e ne rg was t he re all t he t ime . And t he Chairz voman ~ Award was s uch a nice s urprise . I t hink t he chairwoman was caught of f guard whe n I aske d f or so many copie s of t he award. One f or me , one f or Bill, one f or e ach e mploye e in t he de part me nt , and one f or Lonnie and e ach of t he ot he r f is h guys. I e njoy s e e ing it hanging above t he ir cash re gis t e r at t he world f amous Pike Place Fis h marke t and displaye d promine nt ly in Lonnie living room. S he ope ne d he r journal t o one of he r f avorit e s e le ct ions s he had t ranscribe d, a pie ce writ t e n by J ohn Gardne r on t he me aning in lif e .

Me aning

Me aning is not s ome t hing you st umble across , like t he ans we r t o a riddle or t he priz e in a t re asure hunt . Me aning is s ome t hing you build int o your lif e . You build it out of your own pas t , out of your af f e ct ions and loyalt ie s , out of t he e x pe rie nce of humankind as it is pass e d on t o you, out of your own t ale nt and unde rst anding, out of t he t hings you be lie ve in, out of t he t hings and pe ople you love , out of t he value s f or which you are willing t o s acrif ice s ome t hing. The ingre die nt s are t he re . You are t he only one who can put t he m t oge t he r int o t hat pat t e rn t hat will be your lif e . Le t it be a lif e t hat has dignit y and me aning f or you. I f it doe s , t he n t he part icular balance of s ucce ss or f ailure is of le ss account .

J ohn Gardne r

Mary J ane was wiping t e ars f rom he r e ye s as s he clos e d t he journal whe re she ke pt he r t hought s and ins pirat ional "ke e pe rs."

"Lonnie , could I have a pie ce of t hat scone , be f ore you f inish t he whole dam t hing?" Lonnie had be e n s it t ing quie t ly acros s f rom he r, re ading. He pus he d t he plat e ove r t o he r. Whe n s he re ache d down f or t he scone , s he f ound inst e ad a small diamond e ngage me nt ring sit t ing in t he large ope n mout h of a f is h he ad. S he looke d up at Lonnie , who had a large que s t ion mark on his ne rvous f ace . Choking wit h laught e r, she sput t e re d, "Oh, Lonnie ! Ye s! Ye s I will! But don’t you e ve r st op playing?"

I t had be e n a cold, dark~ dre ary day in S e at t le on t he out s ide . But s ome t hing f ar dif f e re nt had be e n chose n f or t he ins ide .

THE CHAI RWOMAN’ S AWARD CEREMONY

The chairwoman came t o t he podium and looke d out at t he audie nce . S he glance d down at he r not e s and t he n looke d up again saying, "I can’t re me mbe r a proude r mome nt in my lif e t han t onight . S ome t hing ve ry spe cial has happe ne d at First Guarant e e . I n a back room ope rat ion on t he t hird f loor, Mary J ane Ramire z and he r t e am me mbe rs re dis cove re d t hat sat isf ying, re warding work can be a choice we make whe n we come t hrough t he door in t he morning. I t is as simpl6 as asking, ’I s t his going t o be a good day?’ And answe ring, ’Ye s! I choos e t o make t his a gre at day!’

"Long-t e rm e mploye e s have t he e nt husiasm of ne w hire s and what was t hought t o be rout ine work has be e n t ransf orme d int o value -adde d act ivit y. I unde rst and t he ingre die nt s f or t his t rans f ormat ion we re dis cove re d at a local f ish marke t . The t e am on t he t hird f loor obs e rve d t hat if you could make a f ish marke t a gre at place t o work, you could choose t o make any de part me nt of Firs t Guarant e e a gre at place t o work.

"The ingre die nt s of t his t ransf ormat ion are ins cribe d on a plaque which has be e n hung in t he f ront e nt rance of our he adquart e rs building. I t re ads as f ollows :

OUR WORKPLACE

As you e nt e r t his place of work ple ase choos e t o make t oday a gre at day. Your colle ague s, cus t ome rs , t e am me mbe rs , and you yours e lf will be t hankf ul. Find ways t o play. We can be se rious about our work wit hout be ing se rious about ours e lve s . S t ay f ocus e d in orde r t o be pre s e nt whe n your cus t ome rs and t e am me mbe rs mos t ne e d you. And should you f e e l your e ne rgy laps ing, t ry t his s ure f ire re me dy: Find s ome one who ne e ds a he lping hand, a word of s upport , or a good e ar - and make t he ir day.