Aug03Perspectives2

There’s FISH in the air at this year’s IAAPA Trade Show: flying fish, frying fish, and a lot of fishy tales besides. The FISH! Philosophy is coming to IAAPA in two innovative workshops throughout the convention week. If you are looking for a new perspective on work, life, and how to energize both you and your employees, then don’t miss these seminars.

Charthouse Learning’s Carr Hagerman presents FISH! on Tuesday, November 18 at 1 p.m., and Todd Morse from Chimney Rock Park in Asheville, N.C. tells us how he has used the philosophy to revamp his approach to guest care. His workshop is on Thursday, November 20 at 4 p.m.

In some ways, Hagerman, the on-again-off-again ex-carney, still works at the heart of the amusement business and can relate to the needs of IAAPA members. Hagerman captivates audiences, whether he’s demonstrating the ricocheting energy of the sales floor nerd at Best Buy who changes into a superhero for customers, or explaining that work—not home, school, or the gym—is the one place we spend more of our waking hours. So, he explains the importance of making your job a meaningful experience. For Hagerman and the countless individuals, corporations, schools, hospitals and other organizations, the FISH! Philosophy provides a powerful model to make work . . . work.

Hagerman uses his theatrical powers of improvisation and his business wisdom from these principles to demonstrate how people can change their approach to work or their personal lives. The principles—Choose your attitude; Play; Make their day; Be there—provide practical tools to create wholehearted work environments, to transform everyday workplaces into cultures of energy, enthusiasm and creativity.

FISH! was created in 1998 by CEO of ChartHouse Learning’s John Christensen. The FISH! Philosophy is the result of John’s chance encounter with the fishmongers of Seattle’s Pike Place Fish Market. After shooting a film there, Christensen discovered a new language and “way of being” that encourages people everywhere to engage fully in their work and life. Since then, FISH! has gone on to become the best-selling business video of all time. FISH! The Book, has sold more than three million copies, FISH! Tales sold one million copies, and FISH Sticks sold half a million copies.

Simple but relevant, this philosophy has been embraced by businesses including include Harley Davidson, Rolls Royce, Starbucks, Pfizer, Southwest Airlines, Guinness, Wells Fargo, 3M, United Way, and Blue Cross Blue Shield. IAAPA member Chimney Rock is one of many amusement facilities that use the FISH! Philosophy with great success.

“Businesses strive to create a good product for an audience just as actors try to create a good experience for their customers,” notes Hagerman, who grew up in the theater and honed his lifetime skills as a star improvisational performer touring the country with magicians Harry Anderson and Penn & Teller. “I try to show companies that it’s really not difficult to create a positive experience for their employees and customers by investing in their emotional capital.” Today, he challenges the way companies and their employees look at the world.
At Chimney Rock Park, FISH! has been used for the past three years to make the daily service and employees’ interactions with visitors satisfying.

Hagerman explains, “People working in the amusement industry interact with customers all the time, whether strapping people into rides, performing, or selling tickets or merchandise. There are numerous ways to relate to people in fun and engaging ways, to make their day, and in turn, to make your day to create customer experiences that are more memorable.

“Ever notice that the language of the theater is also the language of death and murder? Actors always say, ‘We killed them,’ or, ‘Man, we really bombed.’ Business uses the same frame of reference for the audiences they have to reach, and yes, they can be eaten alive, too, if they don’t get it right. I try to help them get it right!” Using improvisation, the prolific language of the comedian and jazz musician, Hagerman is able to articulate the challenges businesses, their employees and customers face every day—in virtually any industry. And often this street performer turned FISH! ambassador puts on an unforgettable show. Don’t miss it.

—By Martin Keller

For more information on IAAPA Orlando workshops, training seminars, and keynote speakers, or to register for the trade show and events, visit www.iaapaorlando.com or call the Convention Department at 703/836-4800.