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Title: Raving Fans : A Revolutionary Approach to Customer Service [reissue] by Sheldon Bowles, Kenneth Blanchard ISBN: 0-679-42495-4 Publisher: Bantam Books-Audio Pub. Date: 19 April, 1993 Format: Audio Cassette Volumes: 1 List Price(USD): $13.00 |
Average Customer Rating: 3.93 (56 reviews)
Rating: 5
Summary: I'm a Raving Fan!
Comment: 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.
Rating: 5
Summary: GREAT MODEL TO APPROACH PERFECTION THROUGH INNOVATION
Comment: In a world of almost no service, RAVING FANS takes the opposite perspective -- that virtually perfect service is worth pursuing. Those who are used to providing and suffering from having no service will find this book impossible to comprehend. I found it inspiring.
A major problem with most books on management processes is that that do too little to focus on how to make large amounts of progress beyond what is now done. RAVING FANS is a big success in providing you with simple instructions for making large strides toward achievable perfection in providing service.
Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, and to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, and useful.
There are plenty of practical tips about how to do each part in RAVING FANS, which is key to making this book so valuable.
One of the reasons that I enjoy writing reviews about books on-line is that I can find a book like RAVING FANS that agrees so much with my own perspective and research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, and Ugly Duckling stalls. Good for Ken Blanchard and Sheldon Bowles . . . and good for you, too! Even better for your customers!
If you like this book, be sure to go on to read GUNG HO, the second book in the series, which deals with getting employees fired up to produce great service for Raving Fans. The third book in the series, BIG BUCKS!, just came out, and is a worthwhile successor to the first two. I suggest you read all three if you have a business or aspire to have one that provides well for employees, customers, and owners.
A good related book is THE CUSTOMER CENTERED COMPANY by Richard Whiteley.
Rating: 2
Summary: Mere Cotton Candy
Comment: Blanchard gets two stars for choosing to write a book on the importance of customer service. Beyond his choice of topics, however, this silly little screed doesn't have much going for it. Once you buy into the premise that customer service is important (as, of course, you should), your next concern will logically be what to do about it. There's nothing in this book that will provide you with any practical help in that regard. Like most of Blanchard's other books, this is a lot like cotton candy...cloyingly sweet, lots of fluff, and very little substance.
Blanchard considers himself to be a spiritual guy. (The title he uses at his company is Chief Spiritual Officer.) As a result, Raving Fans, like other Blanchard-branded books, employs a format that is self-consciously based on the Biblical parable. Perhaps he considers this to be an homage but it just comes across as pretentious.
If a reader was genuinely undecided on the value of customer service, then this book might be worthwhile. But for the vast majority of readers who understand that customer service is important and want to know how to get better at it, Raving Fans isn't going to provide any practical guidance.
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Title: Gung Ho! Turn On the People in Any Organization by Ken Blanchard ISBN: 068815428X Publisher: William Morrow Pub. Date: 08 October, 1997 List Price(USD): $20.00 |
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Title: High Five! The Magic of Working Together by Ken Blanchard, Sheldon Bowles ISBN: 0688170366 Publisher: William Morrow Pub. Date: 26 December, 2000 List Price(USD): $20.00 |
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Title: Fish! A Remarkable Way to Boost Morale and Improve Results by Stephen C. Lundin, Harry Paul, John Christensen ISBN: 0786866020 Publisher: Hyperion Press Pub. Date: 08 March, 2000 List Price(USD): $19.95 |
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Title: The One Minute Manager by Spencer Johnson, Kenneth H. Blanchard ISBN: 0425098478 Publisher: Penguin Putnam Inc. Pub. Date: 1983 List Price(USD): $12.95 |
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Title: Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life by Spencer Johnson, Kenneth H. Blanchard ISBN: 0399144463 Publisher: Putnam Pub Group (Paper) Pub. Date: September, 1998 List Price(USD): $19.95 |
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