Introduction: Raving Fans by Ken Blanchard & Sheldon Bowles
Raving Fans by Ken Blanchard & Sheldon Bowles is a great book for mentoring. It offers some great tips on how to deliver impeccable customer service through a fable.
I first reviewed Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard & Sheldon Bowles over 11 years ago for my newsletter Ambeck Edge, but I decided to post it on my blog because customer service is so critical.
Some of the most successful companies have excelled because of impeccable customer service, and it’s one way for organizations to shine and differentiate today.
Content: Raving Fans by Ken Blanchard & Sheldon Bowles
Shortly after I started reading this book, I had to shut up my inner critic and open myself up to the lessons. Ken Blanchard and Sheldon Bowles present Raving Fans as a parable. The book starts off with the president of a company telling the new area manager that the company was built on customer service. And that the three preceding area managers didn't understand that. That's why they were no longer with the organization.
Each of those three preceding area managers lasted less than a year in the job. This fact made it difficult for me to understand why the new area manager, knowing this, would take off with his Fairy Godmother, Charlie (a man) to play golf.
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To succeed in business, you have to create Raving Fans. Satisfied customers are no longer enough. To deliver Raving Fan Service, you have to look after the customers' needs whenever possible. And be consistent in delivering the service, promise more and deliver more than you promise, and be ready to change direction when the vision changes because customers' need and want change all the time. There are three secrets to creating Raving Fans:
- Decide what you want.
- Discover what the customer wants.
- Deliver the vision plus one percent.
Decide what you want:
When you decide what you want, you must create a vision of perfection centered on the customer. This is your perception of perfection. You do this by visualizing the entire customer service experience. What does perfection look like? You live out your business fantasy by deciding what you want, and creating a vision of perfection centered on the moment the customer uses the product.
Discover what the customer wants:
To find out what your customers' vision is, simply ask them. And listen to what they say and don't say. Understanding your vision allows you to better understand your customers' vision. And if your customers' vision is very different from yours – that is, the gap is too wide, you may have to stop servicing that customer. You cannot be everything to everybody.
Deliver the vision plus one percent:
Be consistent – consistently meet expectations. To be consistent, you must have systems in place within your organization. Every organization that delivers excellent customer service has systems in place. And a training program to entrench those systems into the heart and soul of the company. These systems are only guidelines, and you have to be flexible enough to alter the guidelines to better serve your customers. Once you are able to deliver consistent service, ongoing improvement is a must. The plus one percent is to keep you moving ahead and focused beyond your vision.
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Five+1 Great Ideas: Raving Fans by Ken Blanchard & Sheldon Bowles
- All good customer service is a result of nifty systems.
- Constantly strive to improve what you have decided to achieve.
- Most customers have a focus – you have to find that focus and then mine it for information.
- Customers count on you to do what you say you will do.
- You can make big changes in almost anything, or achieve great things in your life by improving or changing by one percent. Things can't help but improve if you keep at it one percent at a time.
- Customers have needs beyond the need of the company's product, whether it comes in a box or is a service. People need to feel like they belong to a group – they need to feel that they are important, and that what they do, think, and say truly matters.
Conclusion: Raving Fans by Ken Blanchard & Sheldon Bowles
Raving Fans: A Revolutionary Approach To Customer Service
I recommend Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard & Sheldon Bowles because it's an easy read – it takes less that two hours to digest the information. Suppress your inner critic if you are a logical person and allow the parable to unfold so that you can learn the simple lessons.
Actions to Take
- Read Raving Fans: A Revolutionary Approach To Customer Service and take notes.
- Pick out five big ideas.
- Implement one of the big ideas.
Ken Blanchard Books
The New One Minute Manager
Lead Like Jesus: Lessons from the Greatest Leadership Role Model of All Time
Gung Ho! Turn On the People in Any Organization
Leadership and the One Minute Manager Updated Ed: Increasing Effectiveness Through Situational Leadership II
The Secret: What Great Leaders Know and Do
Servant Leader
Leading at a Higher Level, Revised and Expanded Edition
The One Minute Manager Meets the Monkey
Self Leadership and the One Minute Manager: Increasing Effectiveness Through Situational Self Leadership
Whale Done!: The Power of Positive Relationships
The Simple Truths of Service: Inspired by Johnny the Bagger
First Published on The Invisible Mentor, June 2010. This article contains Amazon affiliate links, which means if you click on a link and buy any of the books from Amazon, the company will pay me a small commission.
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