Raving Fans: A Revolutionary Approach to Customer Service Book

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by: Ken Blanchard, Sheldon Bowles, Rick Adamson, Kate Borges, John Mollard, Kate Borgen

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Customer Reviews
Average Rating: Rating: - Priceless resource! Ken Blanchard's books were recommended to me by a former employer. Because my position included customer service, I purchased RAVING FANS. The book takes a lighthearted look at the serious subject of customer service. It's easy to follow and contains valuable advice. It was good enough to be recommeneded to a co-worker, who has since gone into business for herself. While reading, I realized what wonderful service I receive from waitresses, my hairdresser, and my mechanic. These people could have read this book from cover to cover. I think that readers will be pleasantly surprised to recognize people in their everyday life who have made their customers into Raving Fans. Unfortunately, the employer who recommended Blanchard to me was not interested in reading the book. He didn't like my implementing Blanchard's suggestions -- despite clients calling and, indeed, RAVING, that the lessons I learned were increasing business. I ultimately left the job, and hope to be able to use he advice in the future. Rating: - This book saved my company! I've been a struggling small business owner (some 32 to 38 employees, depending upon the season) thinking my problem was either that I was undercapitalized or that I had hired the wrong people. Raving Fans was a wake up call. The problem was I wasn't creating raving fans. I was satisfied if my customers were satisfied, but I learned in this book that service is so bad that customers expectations are low. It's easy to satisfy low expectations and it doesn't mean very much. You have to create raving fans. Customers who tell others how wonderful you are. Today everyone in my company is focused on customers. Focused on creating stories our customers can tell others. Creating those magic moments the book calls giving symbolic hugs. Best of all Raving Fans gave me the road map to do it, all wrapped up in three easy lessons. This book may be simple, but it is also profound and by far the best customer service book I've ever read, and I guess the best business book too. I'd be out of business today if I hadn't adopted the strategy of creating raving fans and then getting everyone in the company to do the same. The result is we've stopped buring our customer list every six months. We're retaining old customers, adding new ones and sales are way up. Today Raving Fans is required reading for every new hire. Thanks Amazon for this opportunity to write this review. You're the best. I'm your RAVING FAN! Richard Anders Rating: - I recommend this book to everyone! I read this book last summer after I lost my sales job. My ex-boss didn't have a clue about customer service, or even being a human for that matter. It was money, money, money.The Raving Fans thinking is the work ethic I now look for in a potential employer. As the world grows larger and more competitive, I think we seek out some "human touch" where ever we can find it, and by trying to please your customers, you then keep them as your customers! I really liked the enthusiasm of this book, and have talked about it with many people and a lot of friends have read it and agreed. It is a book that every employer should have each and every one of his/her employees read! Just fabulous! It's a shot in the arm, I only wish I had read it before last July...

Raving Fans: A Revolutionary Approach to Customer Service Book

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