By KenBlanchard & Sheldon Bowles
About Ken Blanchard
Ken Blanchard, one of the most influential leadership experts in the world, is the co-author of the iconic bestseller, The One Minute Manager, and 60 other books whose combined sales total more than 21 million copies. His ground-breaking works have been translated into more than 27 languages and in 2005 he was inducted into Amazon’s Hall of Fame as one of the top 25 bestselling authors of all time.
I worked for an American company and as part of a customer service training program I was asked to read this book. A lot of people don’t rate this book because of its size, only 137 pages and its simplification of the concept of good customer service. For me they are the two reasons I really enjoyed reading this book!
Providing excellent customer service is not rocket science and doesn’t need to run into 100s of volumes of over complicated theories from a author with a huge ego. This book says what other books take hundreds of words to say in just a few pages. The ideas in this book believe me are pure common sense. Lets keep it simple!
What Raving Fans does is breaks it down into three easy steps.
- Decide what you want.
- Discover what the customer wants.
- Deliver the vision…. plus 1%.
Exceeding expectations is important, but consistently meeting expectations creates credibility. Once you’ve become consistent, raise the hurdle 1%. The 1% keeps you moving ahead and focused beyond your vision. To be successful you have to be better than your competition……consistently!
The story will help inspire you to understand what it takes to get the most from your business. “Going above and beyond” is a theme left behind in today’s me-first society, but teams who are willing to take the extra step will still get the extra results that are waiting for them – creating “Raving Fans” Excellent ideas, examples and applications can be found in this book.
I think this book should be required reading for everyone involved in customer service. Highly recommend!
This book is short, easy to read, and inexpensive. Why wouldn’t you read it?
Mike Jack is the Director of The One Consultancy