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BOOK REVIEW OF RAVING FANS PRESENTED BY:

- Jaya - Trupti - Pranav - Paresh - Kunal

RAVING FANSAuthors:Ken Blanchard, Sheldon Bowles

Date of Publication: May 19,1993

Publisher:HarperCollins

Length:137 pages

Genre: Fiction, Business/Management

Theme: Providing exceptional customer service, Satisfied customers just arent good enough.

About the AuthorKen BlanchardAmerican author & management guru.

Co-author of many best-selling books.

Chief Spiritual Officer at The Ken Blanchard Companies, an international consulting firm(1979).

He and his wife were named Cornell Entrepreneurs of the Year in 1991.

About the Co-authorSheldon Bowles

American entrepreneur, best-selling author & noted speaker.

Began his career as a newspaper reporter.

Covered news stories in many countries.

Called a customer service legend.

INTRODUCTIONWritten in parable style.The story chronicles keys to creating Raving Fans through the eyes of practitioners that Charlie(the fairy godmother) has previously mentored.Main characters- Area Manager & Charlie, the Fairy Godmother.Highlights ways to-Provide exceptional customer service.Turn them into Raving Fans 3 mantras for turning customers into Raving Fans:-Decide what you want Discover what the customer wants Deliver the vision plus one percent

DECIDE WHAT YOU WANTDECIDE WHAT YOU WANTQuality is how well we service our customers satisfied customers arent good enough these days because expectations have become lower and customers are surprisingly satisfied with less quality.

In recent years customers dont expect service. Everything is do it yourself or if you have to get on the phone you wander through a menu tree only to get to an automated self service directory.CONTDCreate a vision of perfection centred on the customer

Treat customer better

Automated billing machine

Picturise exactly how the store would serve the customer.REQUIRES CLEAR VISIONThe first secret is to decide WHAT YOU WANT

This requires a clear, customer focussed vision.

When Sheldon was running a petrol station in Winnipeg he realised that no one chooses to go a petrol station.

He aimed to make the experience as swift and exciting as possible-rather like a formula ONE PIT SHOP.

Staff dressed in red jump suits & raced towards cars as they came into the forecourt.

CONTDOne pumped petrol, another checked tyre pressures and another windscreens.

It was at the time when everyone else was going self-serve and Sheldon had no competition.DISCOVER WHAT THE CUSTOMER WANTSDISCOVER WHAT THE CUSTOMER WANTS

Discover what customer wants & alter your vision.

1st understand your vision.

Discover who your customers are.CONTDListen to music as well as lyrics.

Customer thinks that no one really wants to know what they want.

Ask them questions and gain their confidence

Their vision might be narrow but THEY CARE ABOUT EVERYTHING.

CONTD..Make them feel that they belong to a group.

Make everyone feel important.

Ask their thoughts and feelings.

DELIVER THE VISION PLUS ONE PERCENTDELIVER PLUS ONEExceed your customers expectations when you perform.

Once the vision is in place- improve upon that plus 1% everyday.

1.CONSISTENCYConsistency is the key to delivering raving fans.

Consistency will overcome resistance.

Consistency creates credibility.

2.PROMISINGDont promise too much at once.

Don't drive promise down.

Promise more, deliver more.

SO..Delivery plus one percent.

To make improvement at one percent through consistency & fulfilling promises.HOW TO DO THIS??You start by delivering your product properly time after time without fail.

Systems allow you to deliver a minimum standard of performance consistently.

You have to be ready to change direction when the vision changes, and one percent allows you to alter the course.

POSITIVE POINTSAnyone can read this book.

Customer service is horrible in today's environment so it is timely.

The authors get the point across.NEGATIVE POINTSToo simple in approach.

Lack of real-world examples.

No mention of cost implications.AS A WHOLESimple & easy to understand.

Defines ways to create raving fans with illustrations.

Good read for singular point but lacks business sense.

Conclusion

STYLE OF BOOKQuick read and deceptively simple one.

Well organized thoughts and clearly written with clear objective.

Vast knowledge and insights between the lines and behind the words .READERSHIP OF BOOKManufacturers to service organizations.

Interns to owners of the organization associated with the customer service.

MAIN CONCEPTS - 3-DS DECIDE decide what you want.

DISCOVER discover what customer wants.

DELIVER deliver plus one.We learnt..

How to swim with the shark without being eaten alive i.e. how to survive in this competitive world by creating RAVING FANS.