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Product Description
The startling new tips and innovative techniques presented in Raving Fans can help anyone create a revolution in any work–place. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. This brilliantly simple and charming story teaches you how to define a vision and learn what a customer really wants in order to achieve miraculous bottom–line results.
Panic. Palpitations and Panic. He was aware of sweaty palms and cold feet as he wandered around his new office, the Area Manager's office. Read the first page
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Front Cover | Copyright | Excerpt | Back Cover
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Customer Reviews
Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, and to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, and useful. There are plenty of practical tips about how to do each part, which is key to making this book so valuable.
One of the reasons that I enjoy writing reviews about books on-line is that I can find a Raving Fans that agrees so much with my own perspective and research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, and Ugly Duckling stalls.
Good for Ken Blanchard and Sheldon Bowles . . . and good for you, too!
Customer service matters, but read through this and you will want to swear at a few customers just to make up for having to read this truley dreadfull book.
Richard Anders
The most important teaching from this book was that you can't settle for simply "satisfied" customers. Service expectations are often so low that people claim to be satisfied when indeed they are not. This leaves you vulnerable to any competitor that merely raises the bar on service. This is not rocket science. Like the rest of the book, the advice given is practical albeit simplistic.
Raving Fans suffers from a lack of real-world examples. The fictional stories are handy for getting one to think about creative service ideas. Unfortunately, there is a lack of supporting details to show how these ideas translate to profitability. You can't grab onto these ideas and say to a doubting associate; "Of course this can work. This is just how (insert name of real business here) did it!"
If you don't have much time to read about customer service ideas, I would pass on this book and go directly to Carl Sewell's book "Customers for Life". Sewell owns a real business and discusses the real-world issues of increasing customer service levels including compensation incentives, costs, service abuses and bottom line results. I felt that Sewell's book was a much better value for the time invested.
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