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Raving Fans: A Revolutionary Approach to Customer Service | 
 enlarge | Authors: Kenneth Blanchard, Sheldon Bowles
Creators: Rick Adamson, Kate Borges, John Mollard
Publisher: Random House Audio
Category: Book
List Price: $15.00
Buy New: $6.72
You Save: $8.28 (55%)
New (35) Used (13) from $3.99
Avg. Customer Rating:  122 reviews
Sales Rank: 165193
Format: Abridged, Audiobook
Media: Audio CD
Edition: Abridged
Number Of Items: 1
Shipping Weight (lbs): 0.2
Dimensions (in): 5.7 x 5.7 x 0.4
ISBN: 0739309536
Dewey Decimal Number: 658.812
EAN: 9780739309537
ASIN: 0739309536
Publication Date: January 13, 2004
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Brand new!
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Product Description
Told in the parable style of The One Minute Manager, RAVING FANS uses a brilliantly simple and charming story to teach listeners how to define 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 tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
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| Customer Reviews: Read 117 more reviews...
 This is one of the best management books ever written, made even better by the simplicity of the presentation. July 26, 2008
By definition, a "raving fan" is a customer that is so happy with your company that they praise your actions to anyone who might possibly listen. They are the best form of advertisement and the hardest to acquire. Changing your customer service strategy so that you have raving fans rather than customers is the point of this book and the story is told in parable form.
The two main characters are Area Manager and Charlie, his male fairy "godmother." Using the magic that all fairy godmothers possess, Charlie takes Area Manager to several companies that generate their own raving fans. The strategy is common and ubiquitous across industries; treat your customer as a coveted and valued asset rather than a source of revenue to be squeezed.
Another very important point is that to be successful in the area of customer service, you must first decide what you want to do. A fundamental component of this is to realize that not all potential customers are desirable ones. The fact is that some people are simply unsuitable as customers. Decide up front that they are not what you want to do and don't do it. Focus on what you can and want to do well.
Ken Blanchard has once again been an author of a book that points the way to success in business. The path to success is by providing quality service that appears costly, but that is a mirage. Good customer service is one of the best ways possible to make money and save time by spending money and using time to provide it. This is one of the best management books ever written, made even better by the simplicity of the presentation.
In lieu of Book July 6, 2008
1 out of 1 found this review helpful
I bought this in lieu of buying th book and am glad I did. We slipped it in and played it while on a day trip on the road. We are Amazon booksellers and found the information very helpful in our applying it to our bookselling business. The narration is story form which helps keep it interesting as well.
 A Little Flimsy Perhaps, but...a Quick Charge April 12, 2008
7 out of 7 found this review helpful
This book has a rather flimsy message. Simply stated it is that you can smash your competition and achieve exceptional success in sales by adhering to a deceptively simple formula: Know what you want; know what the customer wants, deliver beyond the client's expectation, and never stop enhancing your service. The message is delivered in a writing style known as "mystical realism" in the fiction world, and which doesn't work quite as well in the non-fiction world. There is some real magic here, though, and it's on the cover of the book, "More than One Million copies sold." This probably relates to the fact that the target audience is, in fact, probably not all that literate, that it reduces an MBA in Marketing to a 75 minute read, that the print is large, and of course the whimsical and all too frequent references to the game of golf. The fact is that salesfolk periodically need to have their batteries recharged, and this book is a quick-charge. It gives the reader the feeling that he has learned something new, and that the business world is really much less complex than appearances would suggest. I read it as mandatory preparation for a Xinnix seminar, and if they thought this book had exceptional value, I'm worried about how simplistic their seminar might be.
I am a Raving Fan March 27, 2008
This is one of the most informative and fun-to-read books I've ever read. There is so much to be learned and to think about. Really gets your energy and mind going.
Nice concept...poor execution March 23, 2008
I'm excited by the concept of Raving Fans, but the author uses a storytelling approach with a fairy god mother (no kidding) to talk about a few simple principles.
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