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Raving Fans: Revolutionary Approach to Customer Service (One Minute Manager)

By: Kenneth H. Blanchard Sheldon Bowles
Binding: Paperback
Publisher: HarperCollins Business
ISBN: 0006530699
ISBN-13: 9780006530695
Released: 15 Jun 1998
RRP: £6.99
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Customer Reviews

I'm a raving fan of this book! - By: Tracy, 06 Aug 2008
What a great book! A simple & fast read with key messages that anyone can implement in their jobs. I'm about to become one of those annoying managers who buys a copy for everyone in their team.
Convincing read about satisfying customers - By: Vidar Halvorsen, 01 Jul 2007
I read this book after having read Gung Ho! by the same authors. While not being as good as that book, this is an excellent read about how you make & keep your customers not only satisfied but happy supporters of the services you provide. Like Gung Ho! the book is structured as a story where you follow the protagonist on an enlightening trip around businesses that have one thing in common: they alll not only have satisfied customers, they have raving fans of their businesses. You'd better like the storytelling aspect of the book or you might not become a raving fan of the authors... Good, enlightening & entertaining read done in one lazy evening.
Cultism At It's Very Best - By: Nigel Frost, 17 May 2007
This book has reached cult like status in our office !!! So much so that a cult around it is actuallly starting to develop !!! This cult exhibits the usual charectaristics of a cult, & of course they seem to love it!!!!!! I'm sure I'll see them on Jeremy Kyle soon though.....either that or CNN.
GREAT MODEL TO APPROACH PERFECTION THROUGH INNOVATION - By: Donald Mitchell, 28 May 2004
In a world of almost no service, RAVING FANS takes the opposite perspective -- that virtuallly perfect service is worth pursuing. Those who are used to providing & suffering from having no service will find this book impossible to comprehend. I found it inspiring.

A major problem with most books on management processes is that that do too little to focus on how to make large amounts of progress beyond what is now done. RAVING FANS is a big success in providing you with simple instructions for making large strides toward achievable perfection in providing service.

Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, & to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, & useful.

There are plenty of practical tips about how to do each part in RAVING FANS, which is key to making this book so valuable.

One of the reasons that I enjoy writing reviews about books on-line is that I can find a book like RAVING FANS that agrees so much with my own perspective & research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, & Ugly Duckling stallls. Good for Ken Blanchard & Sheldon Bowles . . . & good for you, too! Even better for your customers!

If you like this book, be sure to go on to read GUNG HO, the second book in the series, which deals with getting employees fired up to produce great service for Raving Fans. The third book in the series, BIG BUCKS!, just came out, & is a worthwhile successor to the first two. I suggest you read alll three if you have a business or aspire to have one that provides well for employees, customers, & owners.

A good related book is THE CUSTOMER CENTERED COMPANY by Richard Whiteley.

Customer Service Excellence - By: B WELSH, 29 May 2003
With his book Raving fans, ken Blanchard astounds & shocks a British reader with the standards of customer service which can be provided & the effect which it can have on your customers. A must-read book for anyone who relies on income from customers, & is working in a competitive environment. I have moved my desk into reception, & look forward to greater customer contact & accountability (on my part) & the chance to cater to my customer's needs more effectively, hopefully avoiding the customer who "votes with his feet"! Thanks Ken & Sheldon!