Jan Ison and Amy Weber of the Lincoln Trail Libraries System presented this workshop on Excellent Customer Service using the FISH philosophy which is more than a philosophy -- it is an attitude - based on the philosophy followed by the Seattle Fish Company (think it was). There are four principles -- Play; Make their day: Be there and Choose your attitude. And these work, not only in the work situation - but in one's every day life. I really think that more people need to be exposed to it so they can choose ... (but as Jan pointed out, not everyone is comfortable with this philosophy and idea of playing and having FUN while one works! Librarians are "professionals" and "professionals" don't have fun! )
Reminder to self: See we or CPLS have the video, and check for books by Stephen C Lundin with a view to setting up a workshop or a discussion. Don't forget to buy the fishy elements and other fun stuff!