Raving Fans A revolutionary Approach to Customer Service, Book


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Raving Fans A revolutionary Approach to Customer Service

Raving Fans A revolutionary Approach to Customer Service Raving Fans: A Revolutionary Approach to Customer Service Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”. Raving fans are invaluable to the success of any business. Blanchard and Bowles explain how to get past the level of satisfied customers and achieve raving fans. The book refers to what I call the three D’s as the three secrets to raving fans; Decide what you want, Discover what the customer wants, Deliver the vision plus one percent. When establishing “Raving Fans” you will understand the needs of the customers, do what it takes to attract customers, and go a little above and beyond to keep those valuable customers. This, in turn, will keep your business successful. Decide what you want and envision it. Create your vision of perfection centered on the customer. You first must have your own vision to be able to give value to the customers’ vision. “The customer’s vision has meaning only in the context of your vision”. After creating your vision, try to discover what the customer wants or what their vision is. The customer will focus on just one or two things and it will be up to you to fill in the gap with your vision. You will then pick and choose which ideas you want to use to complete or build up your vision. Not every idea of the customer will be used or has to be used. Some ideas may not be feasible or even applicable to what you have envisioned. This is where the vision becomes reality; make it happen just as you envisioned it. Work out the bugs and keep doing what ever it takes to make this vision come alive. Start out with something small that you know you can maintain and be consistent with it. Once you have mastered that idea, add to it, make it better by just one percent. Continue to do this with each new idea, always producing better ideas by one percent. This way the customer is not promised something that you will not deliver and you’re not promising something too big or complex to consistently follow through with. Consistency is critical; it creates credibility. I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having satisfied customers just isn’t good enough. Decide and create a vision of what you want, discover what the customer might want or envision, and then deliver the vision plus one percent and you will achieve your raving fans. I recommend this management concept of raving fans be utilized so you can understand the customers, attract more customers, and keep your valued customers. Keeping them coming back for more will guarantee a more successful business. Bibliography:

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