Raving Fans
Raving Fans: A Revolutionary Approach to Customer Service
by Ken Blanchard and Sheldon Bowles
I don’t care if you work for a world-renowned Fortune 500 company or a small family-run business consisting of 6 employees … this 138-page book can have an enormous positive impact on every person in your organization and every customer you serve!
It was originally written in 1993 and continues, to this day, to enhance realities for companies worldwide. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story of a new area manager who meets his male fairy godmother (don’t even ask!) who appears to reveal the three magic secrets of creating raving fans.
Although written quite some time ago, this message is probably more pertinent in today’s competitive, chaotic environment than it was in ’93. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. The authors’ message is simple:
“Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.”
The fairy godmother escorts the new area manager on a journey to visit fictional companies which have created an environment of delivering awesome customer service. Their phenomenal success is based on three simple principles … Decide, Discover, and Deliver. You’ll learn the intricacies of each illustrated in a variety of scenarios.
Each visit offers nuggets of common sense, startling new tips and innovative techniques that can be implemented in any company that seeks the benefits of raving fans … customers who tell others how wonderful you are. Learn to develop stories your customers will want to share with others. Create those magic moments the book calls “giving symbolic hugs.”
Read the book, share and discuss the examples, tips, tools and strategies with your entire staff. Create a revolution in your workplace as you convert current customers into life-long, devoted, loyal, raving fans!
This book may very well follow the K.I.S.S. theory (Keep It Short and Simple), but its content and message is indeed profound. It is by far the best customer service book to reach book shelves worldwide!
Raving Fans: A Revolutionary Approach to Customer Service