Raving Fans

RAVING FANS

This book is written by Ken Blanchard and Sheldon Bowles and tells how a good customer service should be like with experimental examples. It is written like a novel.

The fiction character is an Area Manager and an imaginary character who named Charlie as the Fairy Godmother in the story helps the Area Manager to understand how he can create Raving Fans. He shows the Area Manager round all the places which secrets of Raving Fans are implemented in by the owners. Area Manager meets these people who owed their success to Charlie and listen their customer service strategies. Through these meetings Area Manager learns these;

People have low expectations about goods and services. Because none of the customer services does any better. Therefore doing `no worse than the competition` is enough to satisfy customers. However just having satisfied customers is not good anymore. No one owns the customers just by satisfying them. Nevermore going beyond satisfied customers and creating Raving Fans provide to own a customer.

There are 3 secrets to create Raving Fans:

1- Decide what you want: Firstly the person who wants to make his customers Raving Fans should spend some time thinking about his company and what he wants. After that, he has to create a vision of perfection which is centered on the customer. Finally he should draw that vision of perfection down to the stage of what is happening to check out how he is doing. In this way he can see where the blows and wants are.

2- Discover what the customer wants

It`s important to discover customer`s vision of what they really want and modify your vision if it`s necessary.

-3 points to understand why having a vision must be in the first place:

- A customer`s vision become meaningful only in your vision

- Your own vision has to fill the holes when you find what the customer really wants and focus on that needs

- If your vision is not enough to satisfy customer, you should tell the customer to try in...