If You Were A Fish, Would You Buy Yourself

By Eric F. Nusbaum, PhD, CHA

As you read the title of this little article, you might have thought that I’ve been spending too much time in front of the computer. Please read on and see if you can’t catch my line.

At sometime in our lives or careers we have all been ‘taught’ how to purchase fresh, whole fish. We were told to look for: bright shiny eyes; an even coat of scales that held fast to the skin; skin without tears and cuts; firm, solid flesh; and the absence of strong objectionable odors. I suggest that the same guidelines apply to the way we should look when we come to work, the way we want our employees (and job applicants) to look. And is you will pardon the pun and allow me to expand the ‘scale’ of this discussion, I would further suggest that these guidelines apply to mental as well as physical attributes.

In fish, eyes that are dull, glassy-looking and sunken-in are signs that the fish has been hanging around too long or has been otherwise miss-handled. In humans, dull, glassy, red-rimmed eyes are the consequence of not enough sleep, overwork, or substance abuse, all of which are detrimental to one’s ability to perform well. Mentally, dull eyes may signify a lack of understanding and interest as well as a n unwillingness to look around and see what is really going on; an unwillingness to see things from the point of view of others, and an unhealthy hardening of attitudes.

In fish, missing scales and damaged skin are signs of rough handling. The human equivalents are torn and unkempt clothing, untrimmed fingernails, unattended sores and cuts which may indicate a lack of self-discipline, poor time management (not having enough time to get ready for work . . .), inattention to detail, or a general poor attitude about oneself, customers, and employment. In addition to the possible health concerns raised by poor personal presentation we must consider the sharp, professional image that we want ourselves, our staff, and our operations to portray to our guests.

When fish sits around too long, the muscle tissue starts to break down and instead of the flesh being firm and solid, it becomes mushy. The same thing happens to humans both in terms of our muscles and our minds. If we do not use them on a regular basis our muscles and minds will become mushy and unable to work when they are needed; incapable of moving us and our organizations forward.

Many times when fish is tainted by disease causing bacteria, or when muscle degradation is extensive, it has a strong, offensive odor. It is easy to see the human parallel with body odor and bad breath, but what about the smell of tobacco on clothing or excessive amounts of perfume, cologne, aftershave, or hair spray. When we hold strong opinions and repetitively voice them, that is a form of oral odor which few others want to be exposed to. If there is someone in your organization who frequently sounds off about highly contentious or personal issues to the point where others in the organization avoid being around them, then your organization is harboring a ‘disease’ that can lead to the breakdown of the strength of your organization by tearing apart the muscles of cooperation and teamwork.

It is easy to appreciate that selecting new employees may be similar to buying fish and we can look for positive or negative attributes. But what about long time employees who, like fish that has been hanging around too long, are glassy-eyed, have worn and torn uniforms, have let their job skills go soft, and who have strong objectionable odors (‘in the old days we used to . . .)? How do you get these employees back into prime, fresh condition? First look in the mirror and answer the question that is the title of this piece, “If you were a fish, would you buy yourself?” If the answer is “no” then it is unreasonable to expect that your staff will be something that you are not. You will need to change the stale water that you and your staff have been swimming around in. Drain the pool of complacency and re-fill it with some fresh standards and ideas. Consider providing some new training and motivation programs, new menu items, new uniforms, new service concepts, outside educational programs, support for individual fitness programs or group sporting activities, new staff recognition programs. Each of these initiatives will have some ‘cost’ associated with it and before implementing these changes you should determine what those costs might be, what impact they will have on your business, and whether or not these costs will be sustainable in the long run. You may want some outside support in determining what your goals and options are as well as in developing the plan to reach those goals.

Whether you’re selecting fish for the daily special or the staff to prepare and serve that fish, remembering and applying what you were taught about fish selection will result in a better product and more satisfied customers. Select your own appearance and attitudes with equal care because your staff may well reflect your attitudes and professionalism and the fresher and finer you are, the fresher and finer they will be too!

Eric F. Nusbaum is a hospitality management consultant with experience in clubs, hotels, restaurants, and senior feeding. He has taught hospitality management in the United States and Switzerland and is a CRA member. He can be reached at (413) 774-2786. www.wheelwrightconsultants.com

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