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William Morrow

Raving Fans: A Revolutionary Approach To Customer Service

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Description

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans."Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Read more

Publisher ‏ : ‎ William Morrow; 1st edition (May 19, 1993)


Language ‏ : ‎ English


Hardcover ‏ : ‎ 137 pages


ISBN-10 ‏ : ‎ 0688123163


ISBN-13 ‏ : ‎ 61


Item Weight ‏ : ‎ 2.31 pounds


Dimensions ‏ : ‎ 5.5 x 0.65 x 8.25 inches


Best Sellers Rank: #16,119 in Books (See Top 100 in Books) #6 in Customer Relations (Books) #174 in Business Management (Books) #251 in Leadership & Motivation


#6 in Customer Relations (Books):


#174 in Business Management (Books):


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If you place your order now, the estimated arrival date for this product is: Sunday, Nov 17

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Top Amazon Reviews

    • BEST book for customer service
I read this book many years ago, and have just reordered for my office to read. This is by far the BEST book on Customer Service ever written. It is concise, easy to read and really gives a great description of customer service and what is expected and what is received as just barely satisfactory. I highly recommend and would love to purchase enough to give to every business that I patronize hoping to give them some leverage in service. ... show more
Reviewed in the United States on September 23, 2024 by Kris Lee
    • A must read for the best customer service
This is a quick and easy read. All in the customer service industry should have their employees read this book. It made a difference in my career many years ago. I have given away all of my other copies and wanted to have one in hand. It's not rocket science, just common sense.
Reviewed in the United States on September 15, 2024 by Kim Ritchey
    • This Book Teaches Problem Solving
I read some of the reviews here of the book and the ones from those who give it 3 stars or less and have something negative to say don't understand one thing - Ken Blanchard and Sheldon Bowles are writing in the perspective of ideas, not necessarily business and how to make money from it. Having a business where we are in service to others, it's essential that we learn and understand how to please our customers so they keep coming back. It's marketing - it's the way we showcase and present ourselves to the public. I read the book, and I am taking in each of the points both authors discuss to come up with my own ideas of how to make my own clients in my hypnotherapy and coaching practice, raving fans. Yes, some of the points seem to be far fetched - I have never seen valets who park your car for you in grocery stores, at least, not one here in LA yet. I think it would actually be a neat idea for grocery stores to have their employees assist customers to their cars if they have heavy groceries without the customer having to ask if they could get help to load the groceries in the car. Anyhow, the ideas are that if we want people to come to our business, to receive our products and services, we need to be able to give something to them that makes us unique. And from the viewpoint of this book that I've seen as I read it, I see that this book actually has a lot of value by giving us ample ideas on how to create more customers, and make them so happy that they want to keep coming back and keep on telling others about us as businesses. I know if I get excellent service from somewhere, I will always keep coming back there no matter how far it is located or if it's the same old boring stuff they serve. While this book may not appeal to everyone, I can see how great of a tool this book can be for anyone who owns their own business and wants customers left and right. This book is an asset for someone who wants to improve on their own services and think about extras that can help solve a customer's problem....after all, that's what this book is teaching us. How to solve the customer's/client's problems quick, and efficiently so that they continue to come back again and again. ... show more
Reviewed in the United States on January 31, 2015 by Dr Aasiyah Ghazi
    • Fun, quick, slightly goofy read!
I messed up the seller review & am not sure how to undo it! I thought I was posting for a different seller & item ... my bad! I give them 5 stars now. The headline sums up this book; I enjoyed it and it helps be better understand what my business needs to do to create Raving Fans. Not 5 stars worth, but definitely 4 ... show more
Reviewed in the United States on August 7, 2024 by IndianaM1ke
    • A must read
I was referred to this book in passing by my manager. I think it is a must read for anybody that provides customer service. There are some very strong thought provoking statements in Raving Fans that have stuck to me like glue. My team is embracing the teachings from here and won an award for the best team in our organization. ... show more
Reviewed in the United States on May 15, 2023 by Terry
    • Great for those who sell and those who supervise sellers
I give a copy of this to each of my general managers. It is easier to sell if you believe in what it is you are selling. If you cannot find passion for your business, do something that you CAN be passionate about. Life is too short.
Reviewed in the United States on January 22, 2024 by David Reitz
    • Not a lot of substance
I'm really annoyed by business books that are written at a level that my second grader could easily read. Another fable written about a fictional character learning how to manage his clients. I could do without the goofy story and just get to the meat of the subject. Unfortunately for publishers, they would be publishing a pamphlet and not trying to sell a book. The actual ideas put forth in this book could be summarized in a short essay. Instead, I have to waste 2-3 nights getting through the fluff to get to the 5 or 6 ideas put forth. ... show more
Reviewed in the United States on August 31, 2015 by KCATANIA
    • One of the best little books on Customer Service
'Raving Fans: A Revolutionary Approach to Customer Service' is a book that I discovered referenced in several other books that I've been reading. In each other book, little was said other than a quote here or there. But noticing the book's presence, I purchased it and am glad I did. The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making. In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective. I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price). ... show more
Reviewed in the United States on November 22, 2009 by David

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