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Raving Fans : Revolutionary Approach to Customer Service Unknown Binding – January 1, 1998

by Ken Blanchard (Author)

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With a new foreword by Ken Blanchard A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, 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 organisation or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and 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 a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 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.

Print length

160 pages
Language

English
Publisher

Harpercollins
Publication date

January 1, 1998
Dimensions

7.8 x 0.35 x 5.08 inches
ISBN-10

9780006530695
ISBN-13

978-0006530695
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Product details

ASIN ‏ : ‎ 0006530699
Publisher ‏ : ‎ Harpercollins; New edition (January 1, 1998)
Language ‏ : ‎ English
Unknown Binding ‏ : ‎ 160 pages
ISBN-10 ‏ : ‎ 9780006530695
ISBN-13 ‏ : ‎ 978-0006530695
Item Weight ‏ : ‎ 3.17 ounces
Dimensions ‏ : ‎ 7.8 x 0.35 x 5.08 inches

Best Sellers Rank: #51,365 in Books (See Top 100 in Books)
- #51 in Customer Relations (Books)

Customer Reviews:
1,556 ratings

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Sheldon Bowles
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Ken Blanchard
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Few people have influenced the day-to-day management of people and companies more than Ken Blanchard. A prominent, sought-after author, speaker, and business consultant, Dr. Blanchard is universally characterized by his friends, colleagues, and clients as one of the most insightful, powerful, and compassionate individuals in business today. Ken is one of the most influential leadership experts in the world and is respected for his years of groundbreaking work in the fields of leadership and management.
Dr. Ken Blanchard is the cofounder and Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California. In addition to being a renowned speaker and consultant, Ken also spends time as a visiting lecturer at his alma mater, Cornell University, where he is a trustee emeritus of the Board of Trustees.
Ken has received many awards and honors for his contributions in the fields of management, leadership, and speaking. The National Speakers Association awarded him its highest honor, the "Council of Peers Award of Excellence." He was inducted into the HRD Hall of Fame by Training magazine and Lakewood Conferences, and he received the Golden Gavel Award from Toastmasters International. Ken also received The Thought Leadership Award for continued support of work-related learning and performance by ISA--The Association of Learning Providers. Ken has been inducted into Amazon's Hall of Fame as one of the top 25 best-selling authors of all time. The business school at Grand Canyon University bears his name. In addition, Ken teaches students in the Master of Science in Executive Leadership Program at the University of San Diego.
Born in New Jersey and raised in New York, Ken received a master's degree from Colgate University, and a bachelor's and PhD from Cornell University. An avid golfer, Ken belongs to the Loch Lomond Golf Club in Scotland.
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Customer reviews

4.5 out of 5

1,556 global ratings

5 star		76%
4 star		12%
3 star		6%
2 star		2%
1 star		4%

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Keith King

insightful

Reviewed in the United States 🇺🇸 on January 17, 2023

Verified Purchase

If you are looking for some insight on customer service, this is a short story that is an easy read with great insight

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Dr Aasiyah Ghazi

This Book Teaches Problem Solving

Reviewed in the United States 🇺🇸 on January 31, 2015

Verified Purchase

I read some of the reviews here of the book and the ones from those who give it 3 stars or less and have something negative to say don't understand one thing - Ken Blanchard and Sheldon Bowles are writing in the perspective of ideas, not necessarily business and how to make money from it. Having a business where we are in service to others, it's essential that we learn and understand how to please our customers so they keep coming back. It's marketing - it's the way we showcase and present ourselves to the public. I read the book, and I am taking in each of the points both authors discuss to come up with my own ideas of how to make my own clients in my hypnotherapy and coaching practice, raving fans. Yes, some of the points seem to be far fetched - I have never seen valets who park your car for you in grocery stores, at least, not one here in LA yet. I think it would actually be a neat idea for grocery stores to have their employees assist customers to their cars if they have heavy groceries without the customer having to ask if they could get help to load the groceries in the car. Anyhow, the ideas are that if we want people to come to our business, to receive our products and services, we need to be able to give something to them that makes us unique. And from the viewpoint of this book that I've seen as I read it, I see that this book actually has a lot of value by giving us ample ideas on how to create more customers, and make them so happy that they want to keep coming back and keep on telling others about us as businesses. I know if I get excellent service from somewhere, I will always keep coming back there no matter how far it is located or if it's the same old boring stuff they serve. While this book may not appeal to everyone, I can see how great of a tool this book can be for anyone who owns their own business and wants customers left and right. This book is an asset for someone who wants to improve on their own services and think about extras that can help solve a customer's problem....after all, that's what this book is teaching us. How to solve the customer's/client's problems quick, and efficiently so that they continue to come back again and again.

2 people found this helpful

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O. Halabieh

Delivers...Plus One Percent!

Reviewed in the United States 🇺🇸 on July 21, 2013

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Below are key excerpts from the book, outlining the principles of developing "Raving Fans - The Ultimate in Customer Service":

1) "The first magic secret is Decide What You Want...When you decide what you want you must - create a vision of perfection centered on the customer."

2) "...Discover the customers' vision of what they really want and then alter your vision if need be."

3) "...There are really three (traps of customer listening)...I've already told you about the first one: customers saying one thing and meaning another. That leaves two: 'Fine' and silence...past experience has taught us people don't care - or they don't want to make a fuss - so why bother? Customers assume no one really wants to know what they think."

4) "The immediate (customer) vision may be narrow, but customers care about everything...It's just that most of them haven't thought through their whole relationship with you, only some specific areas. Because customers are often so focused on a specific priority, it's easy to match up what they want with what area of your vision. But first you have to discover what they really want."

5) "The third secret was, and really still is, Deliver the Vision Plus One Percent...The secret says two things. First, it tell you to deliver. Not sometimes, not most times. But all the time. No exceptions contemplated or allowed. Second, it talks about 'plus one percent.'"

6) "To start with, limit the number of areas where you want to make a difference. First, it allows you to be consistent. Second, you'll be much further ahead doing a bang-up job on one thing rather than introducing a whole string of customer service goals all at once. You'll never bring it off. It just can't be done that way."

7) "Regardless of what you promise, though, it's consistency that's important...The worst thing you can do is meet expectations one time, fall short another, and exceed every now and then. I guarantee you'll drive your customers nuts and into the hands of the competition first change they get."

2 people found this helpful

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Frank

arrived as advertised

Reviewed in the United States 🇺🇸 on July 16, 2022

well written book

Short, Sweet, Concise and Actionable

Reviewed in the United States 🇺🇸 on August 9, 2022

Verified Purchase

Excellent book for business owners and budding entrepreneurs. Clear takeaways in narrative form that are easily actionable. Summary: Don't be everything to everyone.

Reviewed in the United States 🇺🇸 on September 4, 2022

Verified Purchase

For anyone in customer service, this is an absolute must read

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newelldub

Excellent info. Somewhat boring reading though.

Reviewed in the United States 🇺🇸 on August 6, 2011

Verified Purchase

The concept this book teaches is excellent. The book is short and easy to read. However, it could have been even shorter. The book is a story. The concept of raving fans is taught to the reader through conversations between the story's characters. The concept of raving fans is useful, and I believe good for anyone owning a business to understand. However, the story in this book gets boring to read. There are a lot of conversations between the characters that I felt the author included simply to make the book over 100 pages. In other words, the book seems to "beat around the bush" a lot, just to teach a concept that could probably be taught in 20 pages or less.

Overall I give the book 4/5 stars because I believe the need to learn the concept of raving fans outweighs the boredom I experienced at times as I read the book. The book would have received 5 stars, however, I have to deduct one star for the many pages of character conversations that should have been omitted from the book.

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dave

ultra-simplified for easy comprehension

Reviewed in the United Kingdom 🇬🇧 on January 28, 2021

Verified Purchase

this book is 4 or 5 stars it was too difficult to be sure.
parable story telling (as the one minute manager) to get across 3+ fundamentals of service or customer experience management. why 3 + because all 3 secrets are shared, each secret has more than 1 message.
the difficulty is this: considering when the book was written those 3 secrets were so ahead of their time, but literally every modern CX book today has those messages inside. therefore 5 stars. but considering where CX is today and the books out there this book is a bit dated. hence 4 stars
but great is you want a very easy introduction to CX

One person found this helpful

Amazon Customer

brilliant message and entertaining read

Reviewed in the United Kingdom 🇬🇧 on December 25, 2019

Verified Purchase

Got this book second hand for extremely low price.
Didn’t expect it to be much, as part of management course reading suite.
This book is amazing - I love it, its message can be applied in many situations and can help build yourself.
I would buy a new copy as it is so good I read it multiple times, however the second hand copy is so good I don’t need to.
I have handed this to colleagues to read, its not a long read - two hours solid from front to back, but needs reading again and again.

One person found this helpful

A Youngs

Mixed Value

Reviewed in the United Kingdom 🇬🇧 on May 31, 2019

Verified Purchase

This book might be quite inspiring if you're just starting a business and possibly I'm a bit long in the tooth for its message - I guess there wasn't much (if anything) new for me here. But the story that gives the message is engaging and it's well-written, if probably a bit dated and US-centred.

One person found this helpful

Roy

Purile and Boring.

Reviewed in the United Kingdom 🇬🇧 on June 24, 2020

Verified Purchase

I was recommended this book by a senior businessman client of mine. I bought it on this basis but i found it written in a childish manner and was far too 'American' for my tastes. I did not bother finishing it and I think I have thrown it away. Better books on the subject are available.

Miss Indre

Short and sweet

Reviewed in the United Kingdom 🇬🇧 on June 3, 2014

Verified Purchase

This is a very short and quick read suitable for customer service enthusiasts. The narration style may seem cringe worthy at times but delivers excellent message throughout the book. Although it's a small book, it;s important to analyse the details in the story and think about how you can apply them to your business. We used this for training sessions analysing 10-20 pages per 1 hour session.

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