Raving Fans
written by Ken Blanchard and Sheldon Bowles

This is my favorite all-time book written on customer service. Ken Blanchard is the co-author of the best-selling book The One Minute Manager and a host of other One Minute books. Like he does in his other books, in Raving Fans Blanchard tells a story to get across his powerful message about customer service. It is a story about an Area Manager with a rotten service problem and Charlie, his golf-playing Good Fairy, who teaches him how to turn customers into Raving Fans.

• Describe What You Want (for your customers)
• Determine What The Customer Wants (from you)
• Deliver Plus 1% (to every customer)

As simple as these ideas are, the implementation of them is terribly difficult. Blanchard provides us with numerous excellent examples of each secret in his book.

Why does your business need Raving Fans? Simple. Satisfied customers are not enough. Satisfied customers are not loyal customers. They will leave you the minute they find a better deal. Ravings Fans on the other hand are very loyal customers and will remain customers even if you make a mistake or don’t offer the lowest price. As Raving Fans of your business, they also have a tendency to tell all of their friends and neighbors about how wonderful your business is.

How many Raving Fans do you have of your business?

I strongly recommend this book.