Read Raving Fans by Ken Blanchard and Sheldon Bowles

This book is really about the hows of business. Consistency, creating a vision, and meeting the customer vision of that transaction. I’m starting in a new business, and my manager gave me this book as a way to discuss what excellent customer service should look like. Customer service is not keeping the customer quite, even though it seems that 90% of companies do just that. They could care less that a customer is a person who needs help, and the objective of any company is to serve that person. But your vision of the company must always be bigger than the customer vision. First you must meet the customers vision, which is a system, and consistent. Then you must exceed, only by 1%, but always exceed what the customer wants. This is how we make Raving Fans.
I would recommend this book to anyone, and everyone who works in any type of business. I don’t care if your the CEO or the guy in the back flipping burgers. If you follow this books guideline, you will be the best in your field, and you’ll have raving fans.

This book is an easy read at only 137 pages. I’m about 3/4 way, and it’s a narrative. The characters are light, but what they do is how the author tells his message. The point of the book is “Satisfied Customers Just Aren’t Good enough”. So many companies look at customers as if they looked at the commodity they deal, it’s another number. If the number doesn’t talk back, they are happy, which is false. If a customer talks back that means you listen, if they aren’t talking it means they might never do business with you again. I want my customers to be Raving Fans, not just satisfied.