Raving Fans: A Revolutionary Approach to Customer Service
by Kenneth Blanchard, Sheldon Bowles
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Book Summary Information
Author: Kenneth Blanchard, Sheldon BowlesEdition: Audio Cassette
Format: Abridged, Audiobook
Published: 1993-04-19
ISBN: 0679424954
Publisher: Random House Audio
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Book Reviews of Raving Fans: A Revolutionary Approach to Customer Service
Book Review: This is one of the best management books ever written, made even better by the simplicity of the presentation.
Summary: 5 Stars
By definition, a "raving fan" is a customer that is so happy with your company that they praise your actions to anyone who might possibly listen. They are the best form of advertisement and the hardest to acquire. Changing your customer service strategy so that you have raving fans rather than customers is the point of this book and the story is told in parable form.
The two main characters are Area Manager and Charlie, his male fairy "godmother." Using the magic that all fairy godmothers possess, Charlie takes Area Manager to several companies that generate their own raving fans. The strategy is common and ubiquitous across industries; treat your customer as a coveted and valued asset rather than a source of revenue to be squeezed.
Another very important point is that to be successful in the area of customer service, you must first decide what you want to do. A fundamental component of this is to realize that not all potential customers are desirable ones. The fact is that some people are simply unsuitable as customers. Decide up front that they are not what you want to do and don't do it. Focus on what you can and want to do well.
Ken Blanchard has once again been an author of a book that points the way to success in business. The path to success is by providing quality service that appears costly, but that is a mirage. Good customer service is one of the best ways possible to make money and save time by spending money and using time to provide it. This is one of the best management books ever written, made even better by the simplicity of the presentation.
Summary of Raving Fans: A Revolutionary Approach to Customer Service
1 cassette / 90 minutesRead by Rick Adamson, Kate Borger, and John Mollard
For those who wish to improve their business, here is a fresh and innovating look at customer service - the most important element in creating a successful business sin the 90s, from the co-author of The One Minute Manager.
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