Customer service is important to any business. Yet, it’s not enough to merely satisfy your customers. To have a massively successful business, you need Raving Fans. This book by Ken Blanchard and Sheldon Bowles presents a simple but powerful 3-part framework to help you to deliver amazing customer service and achieve outstanding bottom-line results. In this Raving Fans summary, we’ll briefly outline the 3 secrets of creating raving fans. For the full details, examples and tips, do get a copy of the book, or get a detailed overview with our complete book summary bundle.
In America, service standards have become so low that customers expect poor service. They’re satisfied so long as your service is no worse than your competitors’.
You can acquire and retain customers by delivering customer satisfaction, i.e. by being just better than your competitors. However, to have a booming business, you need to create Raving Fans, i.e. to make your customers so wildly happy that they can’t help talking about you and recommending you to others.
The 3 Secrets of Creating Raving Fans
Through a fable, this book presents a simple framework on how to build a raving fan base. The story is about an Area Manager who has been tasked to go beyond product quality to create Raving Fans for his company. With the help of a mysterious fairy godmother, he meets with several successful business leaders and learns the 3 secrets of creating Raving Fans. Here’s a quick overview of the 3 secrets. Do get a copy of our full 8-page summary for more details or get the full mojo from the Raving Fans book.
Secret #1: Decide on your Service Vision
Define your service vision in detail, with the customer as the focal point. You must know the ideal way you want to serve your customers (seeing each service detail in your mind) before you can create it in reality.
Secret #2: Discover What your Customer Wants
Once you’ve developed your service vision, you must discover what your customers want, i.e. uncover their service vision. Only then can you integrate the 2 service visions to offer the perfect service that meets both your passions and your customers’ needs.
Using your service vision as a foundation, incorporate specific aspects of your customers’ vision to integrate the 2 visions. In the complete Raving Fans summary [click here for full summary], we share (i) more tips and examples on what to look out for in drawing up the 2 visions above, and (ii) why you must define your service vision before your customers’ vision.
Secret #3: Deliver What the Customer Wants…Plus 1%
Once you know what the customer wants, you must (i) deliver that all the time (without exception) and (ii) seek to over-deliver and continually improve by 1%. In the book / complete summary, you can learn more about establishing trust/credibility with consistency, the difference between rules vs systems, and why you must continually refine your service, 1% at a time.
Other Details in Raving Fans
This is an extremely easy-to-read book, presented in a short story that illustrates the key ideas clearly using common scenarios that anyone can relate to. Do get a copy of the book for the full details, get our Raving Fans full summary bundle for a detailed overview of the story and tips, or check out more details at www.kenblanchard.com.
Learn how to create Raving Fans for a Massively Successful Business!