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Raving Fans! (The One Minute Manager) [Paperback] [Jan 01, 2007] Blanchard
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November 5, 2020
This is an excellent motivating parable.
What I've found in my career is several issues between supplier and customer, whatever the configuration may be: 1 - the supplier is producing something that they've always produced, how they've always produced, for who they intended it for the day they opened their doors; 2- suppliers never take feedback as constructive and cannot separate their person from their product and too that end - will never fire a customer that costs them more than they're worth; 3- suppliers that strive for excellence have great ideas that they are emulating from others who are successful but are quickly demoralized by a lack of or variable budget to accomplish those ideas in the form they appear.
What's great about Raving Fans!? The story permits you as the supplier to say, stop - take a breath- what am I doing - is it what the market wants or is it what I think they want, how do I reconcile the two and can I deliver it? If not, I'll pivot and say goodbye to what costs me money and instead put my effort into CONSISTENCY. This is so often overlooked in any customer relationship - customers want at the very least a steady eddy - a stand by. Once you've achieved that, you can begin to exceed their expectation.
The book really highlights that its the exceeding of expectations every time that creates a Raving Fan. That's true, and I would think that the pinnacle of success, but the whole point is, once you've re-evaluated your focus on your customer, you're on the winning path.
Again, great little read that shows you it doesn't have to cost you cash to make money.
What I've found in my career is several issues between supplier and customer, whatever the configuration may be: 1 - the supplier is producing something that they've always produced, how they've always produced, for who they intended it for the day they opened their doors; 2- suppliers never take feedback as constructive and cannot separate their person from their product and too that end - will never fire a customer that costs them more than they're worth; 3- suppliers that strive for excellence have great ideas that they are emulating from others who are successful but are quickly demoralized by a lack of or variable budget to accomplish those ideas in the form they appear.
What's great about Raving Fans!? The story permits you as the supplier to say, stop - take a breath- what am I doing - is it what the market wants or is it what I think they want, how do I reconcile the two and can I deliver it? If not, I'll pivot and say goodbye to what costs me money and instead put my effort into CONSISTENCY. This is so often overlooked in any customer relationship - customers want at the very least a steady eddy - a stand by. Once you've achieved that, you can begin to exceed their expectation.
The book really highlights that its the exceeding of expectations every time that creates a Raving Fan. That's true, and I would think that the pinnacle of success, but the whole point is, once you've re-evaluated your focus on your customer, you're on the winning path.
Again, great little read that shows you it doesn't have to cost you cash to make money.
Displaying 1 of 1 review