Raving Fans: A Revolutionary Approach To Customer Service (Hardcover)

~ (Author), Sheldon Bowles (Author) "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..." (more)
Key Phrases: raving fans, Area Manager, Fairy Godmother, The Rule of One Percent (more...)

Editorial Reviews

Review

"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group

"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.

"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.

"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather

Product Description

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

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Product Details

• Hardcover: 160 pages
• Publisher: William Morrow; 1 edition (May 19, 1993)
• Language: English
• ISBN-10: 0688123163
• ISBN-13: 978-0688123161
• Product Dimensions: 8.4 x 5.8 x 0.7 inches
• Shipping Weight: 11.2 ounces (View shipping rates and policies)
• Average Customer Review: 3.9 out of 5 stars  See all reviews (135 customer reviews)
• Amazon.com Sales Rank: #3,993 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #2 in	Books > Business & Investing > Industries & Professions > Customer Service
  #2 in	Books > Business & Investing > Management & Leadership > Total Quality Management
  #17 in	Books > Business & Investing > Finance

Customer Reviews

Most Helpful Customer Reviews

68 of 72 people found the following review helpful:

5.0 out of 5 stars This book saved my company!, June 10, 1998

By A Customer

I've been a struggling small business owner (some 32 to 38 employees, depending upon the season) thinking my problem was either that I was undercapitalized or that I had hired the wrong people. Raving Fans was a wake up call. The problem was I wasn't creating raving fans. I was satisfied if my customers were satisfied, but I learned in this book that service is so bad that customers expectations are low. It's easy to satisfy low expectations and it doesn't mean very much. You have to create raving fans. Customers who tell others how wonderful you are. Today everyone in my company is focused on customers. Focused on creating stories our customers can tell others. Creating those magic moments the book calls giving symbolic hugs. Best of all Raving Fans gave me the road map to do it, all wrapped up in three easy lessons. This book may be simple, but it is also profound and by far the best customer service book I've ever read, and I guess the best business book too. I'd be out of business today if I hadn't adopted the strategy of creating raving fans and then getting everyone in the company to do the same. The result is we've stopped buring our customer list every six months. We're retaining old customers, adding new ones and sales are way up. Today Raving Fans is required reading for every new hire. Thanks Amazon for this opportunity to write this review. You're the best. I'm your RAVING FAN!

Richard Anders

24 of 25 people found the following review helpful:

5.0 out of 5 stars I'm a Raving Fan!, February 22, 2001

By	Jeff Jones (Decatur, TX United States) - See all my reviews (REAL NAME)

Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.

18 of 18 people found the following review helpful:

5.0 out of 5 stars Great for communicating customer service ideals to employees, June 12, 1998

By A Customer

I'm a dentist, and even though people think I have patients, they are also customers. I and my staff have to deliver exceptional service if I expect them to come back and refer their friends and family to me. The normal dental experience in this world is "well, he didn't hurt me too much." I want people to rave about their dental visits, not just tell the usual "horror stories"! This book has been used in my office as a reading assignment and the subject of staff meetings, in an attempt to comunicate to my staff and have them deliver service that exceeds the patient's expectations. The simple style it's told in really keeps their attention, since most people will not read the more detailed and lengthy books on the market that are similar in substance. Highly recommended for any business person--large or small!