Raving Fans
Ken Blanchard, Sheldon Bowles
William Morrow; 1 edition (May 19, 1993)
Synopsis
The story of a golfer and his male fairy godmother who guides him through encounters with outstanding service in a variety of business settings is an eloquent parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service to the next level. Everyone serious about customer relationships should hear this. T.W. © AudioFile 2004, Portland, Maine-- Copyright © AudioFile, Portland, Maine
Reviews
I am a Raving Fan
This is one of the most informative and fun-to-read books I've ever read. There is so much to be learned and to think about. Really gets your energy and mind going.
Nice concept...poor execution
I'm excited by the concept of Raving Fans, but the author uses a storytelling approach with a fairy god mother (no kidding) to talk about a few simple principles.
Move Your Clients Up the Ladder of Loyalty
As with any approach to business improvement, sometimes you just have to go back to the basics. There is still application in business for "the golden rule" and all of us can "give back" by mentoring someone who is trying to learn what we have gained through experience. Beyond that we are only limited by our ability to translate what we "hear" from our clients and use our imaginations to delight them. In the end, we must differentiate ourselves (positively) and stand above the crowd. We must also inspire our Team to do so as well, for that is how long-term results are achieved. This book, through the use of storytelling (and some fantasy), illustrates how we can turn those "shoppers" into clients for life who can't stop bragging about us and buying from us. Read this book, brainstorm with your Team, and set your company apart!
A parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service to the next level.
