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Ken Blanchard

Sheldon Bowles

Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993

by Ken Blanchard (Author), Sheldon Bowles (Author), Harvey Mackay (Foreword)

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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.

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.

Print length

137 pages
Language:

English
Publisher

William Morrow
Publication date

May 19, 1993
Dimensions

5.5 x 0.65 x 8.25 inches
ISBN-10

0688123163
ISBN-13

978-0688123161
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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

From the Inside Flap

"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 new business book that will help everyone, in every kind of organization 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 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.

From the Back Cover

About the Author

Ken Blanchard, PhD, is one of the most influential leadership experts in the world. He has co-authored 60 books, including Raving Fans and Gung Ho! (with Sheldon Bowles). His groundbreaking works have been translated into over 40 languages and their combined sales total more than 21 million copies. In 2005 he was inducted into Amazon's Hall of Fame as one of the top 25 bestselling authors of all time. The recipient of numerous leadership awards and honors, he is cofounder with his wife, Margie, of The Ken Blanchard Companies®, a leading international training and consulting firm.

Sheldon Bowles lives in Winnipeg, Canada, and is president of Ode to Joy Limited, chairman of Precision Metalcraft Inc., and an associate of the Exchange Group. A noted speaker, author, and businessperson, he serves on several boards and is currently busy with new projects: a chain of full-service car washes and three forthcoming books, High Five!, Kingdomality, and Road to Riches, all coauthored with Ken Blanchard.

Publisher : William Morrow; 1st edition (May 19, 1993)
Language: : English
Hardcover : 137 pages
ISBN-10 : 0688123163
ISBN-13 : 978-0688123161
Item Weight : 10.4 ounces
Dimensions : 5.5 x 0.65 x 8.25 inches

Best Sellers Rank: #54,331 in Books (See Top 100 in Books)
- #11 in Total Quality Management (Books)
- #47 in Customer Relations (Books)
- #270 in Finance (Books)

Customer Reviews:
861 ratings

Customer reviews

5 star		78%
4 star		11%
3 star		6%
2 star		2%
1 star		3%

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Top reviews from the United States

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Onenine79

Obnoxiously Written.

Reviewed in the United States on May 22, 2019

Verified Purchase

This book is so obnoxiously written. Instead of the typical business book it's written as a story with characters teaching you the lessons. This should be a good thing, something different to engage the reader. It's done so poorly and again so obnoxiously that it's so difficult to get through and it's a very short book. There are three pieces of main advice in this book and they are all super basic and obvious. 100% not worth it.

11 people found this helpful

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KGT

Great!

Reviewed in the United States on February 22, 2020

Verified Purchase

Awesome! Easy to listen to. Told in a story type format. Learned a lot from it. I plan on listening to it again when the cd’s are returned to me. Passing them around our office.

2 people found this helpful

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Tony M

I read this book almost 10 years ago, and still use the concepts EVERY DAY!

Reviewed in the United States on April 6, 2014

Verified Purchase

Some people might call this book simple...but in my opinion that is what makes it great! I buy this book for each and every person that joins my team! It is essential.

I don't think a day goes by my team and I don't mention the words "Raving Fans" or at least discuss some concept from the book. There is no other customer service book that I can say that about.

The concepts are simple and if you follow them, and make them part of your culture, you'll be amazed at how much your level of customer service will improve. Just a few little systems applied to your business can take you from mediocre to amazing!

WARNING - You will not see the world the same again. You'll be disgusted everywhere you go after reading this book, when you see how bad customer service really is in this world.

12 people found this helpful

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Ronda Ross

Disappointed

Reviewed in the United States on September 22, 2019

Verified Purchase

I have read lots of great reviews regarding this book but I was personally disappointed. I felt it was common sense. I usually get one thing from a book and I was sad that I did not pick up one nugget from it. If you are seasoned business owner I think there are better ones out there.

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David

One of the best little books on Customer Service

Reviewed in the United States on November 22, 2009

Verified Purchase

'Raving Fans: A Revolutionary Approach to Customer Service' is a book that I discovered referenced in several other books that I've been reading. In each other book, little was said other than a quote here or there. But noticing the book's presence, I purchased it and am glad I did.

The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making.

In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective.

I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price).

2 people found this helpful

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GiGi2012

Best Read!

Reviewed in the United States on June 15, 2019

Verified Purchase

I enjoyed reading this book and have purchased it multiple times as a gift to others. Very easy and interesting read on customer service. I have implemented some of the ideas from this book into my own practice. It works! I highly recommend this book to anyone in service to others. Enjoy!

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Jeff Jones

I'm a Raving Fan!

Reviewed in the United States on February 22, 2001

Verified Purchase

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.

34 people found this helpful

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Laurie Bariola

Best business book ever

Reviewed in the United States on August 18, 2015

Verified Purchase

Amazing book. I read it years ago and model my business after it. I recently bought a copy for a clients business. I use so many lines from the book to explain how to write your story and create the business you want with clients that want what you have. This is a timeless piece that I hope is NEVER rewritten. It's excellent just as it is.

4 people found this helpful

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Top reviews from other countries

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

Amazon Customer

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.

jimmy71

Serve the customer, then its time for some golf

Reviewed in the United Kingdom on September 12, 2016

Verified Purchase

Ken Blanchard explains what it really means to care about your customers. And i mean in a sincere way, without any shady tricks.
This book will explain to you what are the core principles starting and running a business which your customers trust and are highly likely to visit again.
Do not expect to get some elaborate business plans from this book.. What youll get out of it are the foundations. All the lines in between you will have to fill in by yourself.
I want to start a small business of my own and after reading this book i am feeling more confident as it underlined my believes of how a company should be operating.
Definitely i would recommend this book to a friend.

Amazon Customer

A fantastic book in the One Minute Manager series

Reviewed in the United Kingdom on January 18, 2018

Verified Purchase

A fantastic book in the One Minute Manager series. If you enjoy reading about management techniques this is a great read; for both beginners and experts.

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