Product Description: "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."
This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
Just having satisfied customers isn't good enough. I recently read Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard and Sheldon Bowes. Written as a parable designed to illustrate why the key to greatness in business is developing "raving fans," this book was informative and fun to read. The premise is that "satisfied" customers just aren't good enough!
It's so common for us to focus on satisfying our customers and feel that we've done our job, but in a nutshell customer satisfaction is not a very lofty goal - and mere satisfaction doesn't keep customers coming back. The book is written as a story about the newly promoted "Area Manager" and his male fairy godmother, Charlie. Charlie exposes the Area Manager to a number of different successful businesses that are going above and beyond with the services they offer and creating loyal and devoted customers in the process.
Think about it: we are so accustomed to mediocre or bad service these days, that we just accept it as the norm. The book does a great job of pointing out that if you think that you're doing a good job for your customers because they're not complaining, you're missing the point. A lot of customers walk away from a bad experience - or a less than satisfactory one - disappointed or unimpressed, but not upset enough to call it to your attention.
That really hit home, because I know I've been there. You go to a restaurant, your meal is okay, but the food is cold, or the service is really slow, or you have to go find your server to request your check. Then, as you walk out the door, the manager or host asks, "How was your meal tonight?" and you answer with an unenthusiastic "It was fine, thank you." How likely are you to recommend that restaurant to the friend you bump into later? But, the manager has no idea about the laundry list of things that could be improved. You were satisfied, but you're not going to end up being a force in growing his business.
I found the story in the book to be a really interesting way to introduce three critical steps for increasing customer loyalty. You must first decide what you want to do with customers, realizing that you can't be all things to all people and focusing on what you do well. The second step involves discovering what your customers really want within your what. And, finally, you aim to always "Deliver Plus 1 Percent" on your what, which means being consistent and always improving just a little bit. In return, you'll be creating customers who are so thrilled by what you do that they go around bragging about your service and recommending your business to others. Who couldn't use an army of raving fans promoting their services at every turn?
The concept is so simple - the book has been around since 1992 and has a solid reputation - but the idea could almost be considered revolutionary. Because the three steps are described in a story, the book doesn't have a lot of very practical step-by-step guidance. But, I did find my mind racing a little bit with new ideas as I read. It was a pretty easy read and there is also a good audio version of the book that could make it even easier to fit into your schedule.
I highly recommend this book for anyone who finds himself thinking, "What's next for my business?" If you're looking to improve your client relationships and their experience with your business, this book is a great way to start. It's really a very commonsense approach - and it's surprising that more businesses don't adopt it, particularly in their customer service departments. Imagine the power of even just half of your customers turning into cheerleaders for your business? It's word-of-mouth advertising that is literally priceless - and it's "advertising" that you can "pay" for by just improving how you care for the customers you have.
definitely will make a difference This is not a new book, but the message is as meaningful today as when the book was first introduced. If you think you have a great business because you have satisfied customers, you really need to read this. Satisfied customers are not enough! You need to have "raving fans" who become evangelists for your products or services. If you haven't read this book yet, get it today. It will definitely make a difference.
Good book, quick read. I don't believe Raving Fans is the best book written on the topic of "customer service," but it certainly has some nuggets of wisdom. For the price, and time to read, I would recommend this book.
Raving Fans for our dental office Raving fans is an easy read for the entire team. We purchased 26 books, handed them out to our entire staff and held a retreat discussing the content and how it can apply to our office.
Great book - A must read for our all our new employees! Exceptional service is the simplest form of gratitude for our customers' business. Too many establishments today, ignore the fact that the customer puts their trust in our business; we have a responsibility to them not only for that trust but to continue to keep it, for without them, there would be no business! This book relates how to create those lasting customer relationships!
Anything Goes Trivia
Trevor
Megaton Man
