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Raving Fans: A Revolutionary Approach to Customer Service
The story of an Area Manager with a rotten service problem and Charlie, his golf-playing Good Fairy, who teaches him how to turn customers into Raving Fans. Charlie introduces business people who have employed a creative approach to service--each elaborating on three particular secrets of service success. The practical advice he provides is easily applied and will prove in...more
Audio Cassette, Abridged, 0 pages
Published
April 19th 1993
by Random House Audio
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Is customer service a dying art? It might be.
When was the last time that you had a really great experience as a consumer? What did you do after? Who did you tell?
I love the premise of this book; "satisfied customers aren't enough...you have to create raving fans".
Ken Blanchard shares (in a very anecdotal way) some very compelling principles about creating and maintaining amazing customer experiences. The book will definitely challenge the way...more
When was the last time that you had a really great experience as a consumer? What did you do after? Who did you tell?
I love the premise of this book; "satisfied customers aren't enough...you have to create raving fans".
Ken Blanchard shares (in a very anecdotal way) some very compelling principles about creating and maintaining amazing customer experiences. The book will definitely challenge the way...more
Patty
rated it
·
review of another edition
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review of another edition
Shelves:
2010,
non-fiction,
relationships,
personal-growth,
inspirational,
self-help,
customer-service
This book was recommended to me by someone on synod council. Blanchard is an expert at coming up with succinct ways to look at a topic. He has books on change, customer service and (apparently) golf, that look for very basic concepts - 2 or 3 at most.
Blanchard then takes these 2-3 topics and wraps them in an interesting story. The story is supposed to (in my opinion) capture the reader's attention and make the concepts easy to remember.
Raving Fans does this well. Ther...more
Blanchard then takes these 2-3 topics and wraps them in an interesting story. The story is supposed to (in my opinion) capture the reader's attention and make the concepts easy to remember.
Raving Fans does this well. Ther...more
I enjoyed the lessons learned in this book, if not the actual writing. It was a short listen (only 2 CDs) and got to the points pretty quickly. Centering on the "3 secrets" to creating "Raving Fans", it was an overall good lesson on how to think about and envision the delivery of your businesses products or services.
However, the story-line used was way too schmaltzy and sometimes just plain silly. Perhaps it was the voice acting. Hard to tell - I certainly think the...more
However, the story-line used was way too schmaltzy and sometimes just plain silly. Perhaps it was the voice acting. Hard to tell - I certainly think the...more
A short, but convincing, commonsense approach to customer service. This is a valuable read for any organization or industry which works with people in any way whatsoever (which is pretty much everyone). The point is more or less that one cannot afford not to go the extra mile to please, even surprise the customer with great service. This service may take form in the ease and convenience of the customer, the preferences of the customer, or the value of product being made for the customer. The...more
Though this book is rather cheesy, it has some great ideas. Specifically, the idea about having a vision for your business, relating on a person-to-person level, and "deliver plus one" are all things I will be integrating. Its good for me to read stuff about growing my business. Its scary to me in so many ways, but I can't fool around anymore. In many ways I feel like I have been fooling around, and not being serious enough about it. I can see some of my own personality pitfalls, and I...more
Jerry Springer is less insulting to human intelligence. More useful as toilet paper.
Aaron
rated it
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review of another edition
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review of another edition
Recommends it for:
(sound of crickets)
Recommended to Aaron by:
Employer Training Program
Not that I expected anything different, but this "revolutionary approach to customer service" is pretty simplistic. I admit that I read it as a requirement at work. There are three main lessons in the book and the rest is filler. Undoubtedly, the author began with a basic outline. That outline was then stolen by a rouge children's author who, then completed the story around it. "I did it as a joke... but they're going out like that". The three basic lessons are solid co...more
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Douglas
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review of another edition
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review of another edition
Recommends it for:
People in Business or Retail
Shelves:
business
The book is a 130 page anecdote about a struggling salesman. He learns basically three things to help him create Raving Fans. First he learns that he must really listen to the customers and then visualize a business that he wants to create. For example, a department store where all the employees greet you by your name, serve you coffee, polish your shoes, let you bring 1000 clothes to the dressing room, etc...
The second thing to do is to find out what is the customers expectation...more
The second thing to do is to find out what is the customers expectation...more
If you are a boss or teacher, I think this story will help inspire you to understand what it takes to get the most from your organization or classroom. "Going above and beyond" is a theme left behind in today's me-first society, but leaders and teachers who are willing to take the extra step will still get the extra results that are waiting for them. Excellent ideas, examples and applications can be found in these pages.
Reid
rated it
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review of another edition
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review of another edition
Recommends it for:
service providers
Shelves:
business-management
It is in my interest as a business man to KNOW what my customers think of my service to them. What I interpret as satisfaction may just be a sort of resignation to "this is the best they can do and I don't have the energy to bug them to do it better."
Best principle: construct a way to measure customers' level of satisfaction and work on continuously improving it.
Every business needs more than 'satisfied customers'. Each business needs 'raving fans' that will p...more
Best principle: construct a way to measure customers' level of satisfaction and work on continuously improving it.
Every business needs more than 'satisfied customers'. Each business needs 'raving fans' that will p...more
I enjoyed it immensely. A good bit of take-aways that rang true with inklings I've had for some time now. I appreciate the format / content as it seems to practice what they preach - it was quite enjoyable to read. I mean, it felt so easy to glide through the pages with so much welcome white-space, dynamite content, and useful wisdom.
I liked this book. Apart from having 3 inch margins it had a great message and focus on how to make a business be booming: make your customers happy and they'll return to you again and again. The prose format I found entertaining and interesting and especially loved the fact that the guardian angel loved to golf so much.
Do not buy this book. It is way too long, the narration is terrible and they spend way too much time talking about golf. The main points are, figure out what you want, find out what your customer wants (try and reconcile them) and then deliver plus 1% per week. There, I just saved you $20 bucks.
We have come to expect poor or mediocre customer service in our lives. I almost feel ashamed when I feel I must complain about cold food, incorrect billing or other issues. I don't want to be someone who rocks the boat, but there are situations where a business needs to know they wronged the customer.
Your satisfied customer is eventually going to become someone else’s customer. Make your customers and clients passionate (positively) about the service that you provide and they will stay as long as you are in business. Strive to be better today than you were yesterday.
Ken Blanchard is a "One Minute Manager" guy so I was caught off guard by him talking business and customers. He really made me think about idea of support. Satisfied customers is not enough - RAVING FANS is a good book to challenge what you thought was quality service.
This book is corny, and written like the script from Its a Wonderful Life. The story of a sassy golfing 'fairy god father' leading a manager through imaginary businesses that give amazing customer service. Its a quick read and gave me some great ideas!
Great, short read. I didn't love the format of the book (told like a story), but it works due to the material. Creating Raving Fans is deliberate, not accidental! Many great 'take-homes' that I plan on using in my small business. I especially loved the concept that great customer service does not meaning looking after every whim of the customer. Rather, you look after it within the window you've defined in your vision as your particular customer service product. This is applicable to small and l...more
I am not a fan of intructional fiction, but this is the best one of that category. Some of the stories to illustrate customer service are extreme, but the idea is still valuable. Raving Fans customer service is a level all businesses should aspire to.
A very easy, but fascinating read that definitely makes you think about the level of service you give and how you can give better service to those you work with and even your family. I would recommend it to anyone with customers, which is most everyone.
I read this for work -- in case that wasn't incredibly obvious. A very common sense approach, but also insightful. Definitely advice I would keep in mind if I ever went into business for myself.
Katharine Hawkinson
rated it
·
review of another edition
·
review of another edition
Recommends it for:
Customer Service people who need inspiration
Shelves:
personalgrowth
I learned a couple new ideas from the book. I'll give it that. But I just didn't really like the "story" about the Area Manager. I think I could have benefitted from a more non-fiction approach, with similar work examples that the Area Manager came across. If I recommended this book to any of my co-workers they would drown me.
Another leadership fable, Changed the way I deal with customers, expanded my view of who the customer is and how to make raving fans instead of merely satisfied customers
I read this several years ago and liked it a lot more then. The premise is still great, and the takeaway is obvious, but I didn't love it as much this time for whatever reason.
Because my boss told me to. Glad it was short. I did wish the grocery store in the book actually existed. Can you imagine valet parking at a grocery store? Sounds great to me.
Probably one of the best, and simplest, books on customer service. It's more than making satisfied customers. You want them to be raving fans of your organization.
A somewhat simplistic approach to customer service. Written in a light heartened style it provides simple, thought provoking guidelines to improve business operations.
The lessons are simple - as they should be. Very similar to "Fish!", which is why I read it. I think this is something I will refer back to in the future.
The overall concept is inspiring however the fairy book format was insulting. The ideas presented within could've been summed up on 3 triple spaced pages.
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Blanchard was born in Orange, New Jersey and grew up in New Rochelle, New York.He attended New Rochelle High School, graduating in 1957. He completed a BS degree in government and philosophy at Cornell University in 1961, a MA degree in sociology and counseling at Colgate University in 1963 and a PhD degree in education administration and leadership at Cornell University in 1967. As an undergradua...more
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