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BOOK REVIEW OF

RAVING FANS
PRESENTED BY:

- Jaya
- Trupti
- Pranav
- Paresh
- Kunal

RAVING FANS

Authors: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 AUTHOR


Ken Blanchard
American 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-AUTHOR


Sheldon Bowles

American entrepreneur, bestselling author & noted speaker.


Began his career as a newspaper
reporter.
Covered news stories in many
countries.
Called a customer service
legend.

INTRODUCTION
Written 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

D E C I D E W H AT YO U
WA N T

DECIDE WHAT YOU WANT

Quality 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.

CONTD

Create 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 VISION

The 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.

CONTD

One 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 WANTS

DISCOVER WHAT THE CUSTOMER WANTS

Discover what customer wants & alter your vision.

1st understand your vision.

Discover who your customers are.

CONTD

Listen 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
Ask

everyone feel important.

their thoughts and feelings.

DELIVER THE VISION


PLUS ONE PERCENT

DELIVER PLUS ONE

Exceed your customers expectations when you


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

1.CONSISTENCY

Consistency is the key to delivering raving fans.

Consistency will overcome resistance.

Consistency creates credibility.

2.PROMISING

Dont 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 POINTS

Anyone can read this book.


Customer service is horrible in today's environment
so it is timely.
The authors get the point across.

NEGATIVE POINTS

Too simple in approach.

Lack of real-world examples.

No mention of cost implications.

AS A WHOLE

Simple & easy to understand.


Defines ways to create raving fans with
illustrations.
Good read for singular point but lacks business
sense.

CONCLUSION

STYLE OF BOOK

Quick 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 BOOK

Manufacturers 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.