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

by Ken Blanchard (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...)

4.0 out of 5 stars See all reviews (130 customer reviews)

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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: 8.2 x 5.7 x 0.8 inches
Shipping Weight: 12.8 ounces (View shipping rates and policies)

Average Customer Review: 4.0 out of 5 stars See all reviews (130 customer reviews)

Amazon.com Sales Rank: #2,294 in Books (See Bestsellers in Books)

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

#1 in	Books > Business & Investing > Management & Leadership > Total Quality Management
#1 in	Books > Business & Investing > Industries & Professions > Customer Service
#8 in	Books > Business & Investing > Small Business & Entrepreneurship > Entrepreneurship

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Inside This Book (learn more)

First Sentence:
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. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
raving fans

Key Phrases - Capitalized Phrases (CAPs): (learn more)
Area Manager, Fairy Godmother, The Rule of One Percent, Sally's Market, Leo Varley, Varley's Department Store, Third Secret

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Citations (learn more)

This book cites 10 books:

Raving Fans: Revolutionary Approach to Customer Service (One Minute Manager) by Kenneth H. Blanchard in Front Matter, Back Matter (1), and Back Matter (2)
The One Minute Manager by Kenneth H. Blanchard in Front Matter, Back Matter (1), and Back Matter (2)
High Five! The Magic of Working Together by Ken Blanchard in Back Matter (1), and Back Matter (2)
The Power of Ethical Management by Norman V. Peale in Front Matter, and Back Matter
Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition (Collins Business Essentials) by Harvey B. Mackay in Front Matter (1), and Front Matter (2)

See all 10 books this book cites

40 books cite this book:

Entrepreneur Magazine's Ultimate Small Business Marketing Guide: Over 1500 Great Marketing Tricks That Will Drive Your Business Through the Roof by James Stephenson on 5 pages
Diamond Power: Gems of Wisdom from America's Greatest Marketer by Barry J. Farber on page 233, and Back Matter
Leadership by the Book: Tools to Transform Your Workplace by Ken Blanchard in Front Matter, and Back Matter
The Uniqueness Myth and Other Misconceptions that Derail Businesses by Dale Furtwengler on page 212, and Back Matter
Customer Chemistry: How to Keep the Customers You Want-And Say "Good-Bye" to the Ones You Don't by Mary Naylor in Back Matter

See all 40 books citing this book

What Do Customers Ultimately Buy After Viewing This Item?

	91% buy the item featured on this page: Raving Fans: A Revolutionary Approach To Customer Service 4.0 out of 5 stars (130) $15.61
	3% buy Raving Fans: Revolutionary Approach to Customer Service (One Minute Manager) 5.0 out of 5 stars (1)
	2% buy The One Minute Manager 4.0 out of 5 stars (173) $14.93
	2% buy Gung Ho! Turn On the People in Any Organization 4.5 out of 5 stars (111) $13.59

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Customer Reviews

130 Reviews

5 star:		(65)
4 star:		(33)
3 star:		(6)
2 star:		(13)
1 star:		(13)

Average Customer Review

4.0 out of 5 stars (130 customer reviews)

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Most Helpful Customer Reviews

67 of 71 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

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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.

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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!

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Most Recent Customer Reviews

4.0 out of 5 stars Just having satisfied customers isn't good enough.
I recently read Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard and Sheldon Bowes. Read more

Published 8 days ago by Belinda K. Ellsworth

3.0 out of 5 stars definitely will make a difference
This is not a new book, but the message is as meaningful today as when the book was first introduced. Read more

Published 24 days ago by Joel Warady

4.0 out of 5 stars Good book, quick read.
I don't believe Raving Fans is the best book written on the topic of "customer service," but it certainly has some nuggets of wisdom. Read more

Published 1 month ago by Simon P. Greathead

5.0 out of 5 stars Raving Fans for our dental office
Raving fans is an easy read for the entire team. We purchased 26 books, handed them out to our entire staff and held a retreat discussing the content and how it can apply to our... Read more

Published 1 month ago by Nathan Doyel

5.0 out of 5 stars Great book - A must read for our all our new employees!
Exceptional service is the simplest form of gratitude for our customers' business. Too many establishments today, ignore the fact that the customer puts their trust in our... Read more

Published 4 months ago by S. Gunning

5.0 out of 5 stars Raving Server
Raving Fans is what the world needs today. Everyone should read this book. I enjoyed following Charlie and the Area Manager through the different scenarios. Read more

Published 5 months ago by S. Hover

5.0 out of 5 stars I am a RAVING FAN of this book!
My school asked us to read this book for professional development. I have noticed that my school does not give raving fan service, but I have also noticed most of the businesses I... Read more

Published 6 months ago by Disney Teach

4.0 out of 5 stars "raving fan"
Good quality, really almost new. Highly satisfied, only wish it had arrived a little quicker. Ordered another used book at the same time from another Amazon source and it... Read more

Published 8 months ago by Sue D

5.0 out of 5 stars This is one of the best management books ever written, made even better by the simplicity of the presentation.
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. Read more

Published 11 months ago by Charles Ashbacher

5.0 out of 5 stars In lieu of Book
I bought this in lieu of buying th book and am glad I did. We slipped it in and played it while on a day trip on the road. Read more

Published 12 months ago by L & E Burr

› See all 130 customer reviews...

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