As part of our Cool Injected business series, we’re sharing a few of our favorite leadership, technology, marketing and customer service books that can help add horsepower to your business. This week’s book is “Raving Fans.”
For my book selection, I chose Raving Fans! A Revolutionary Approach to Customer Service by Kenneth Blanchard and Sheldon Bowles.
From the book’s description:
“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.”
I read Raving Fans for the first time more than 10 years ago, and I continue to recommend it to others. Why? Because it is capable of inspiring even the most-seasoned sales professional and breathing new life into tried and true customer service practices.
One line in this book always resonates with me: “Satisfied customers just aren’t good enough, are they?” It’s not enough to just give your customers what they are expecting—that is not how you create “raving fans.”
Here are a few other highlights dealers can use to create raving fans:
The concepts are relatable: This book uses practical experiences—from shopping at a grocery store to filling up at a gas station. When the “lessons” are presented in this context, all readers are able to grasp their significance.
The Raving Fans philosophy is universal: The book talks about identifying ways to “deliver plus one,” which can apply in many areas of our lives. Whatever the “plus one” may be in that circumstance, it helps establish and maintain a personal “brand” as someone who will deliver. And, the good news? The “plus one” doesn’t have to be monumental; it’s simply doing that “something extra” that gets them to talk about it to other people.
Great customer service takes time: Delivering “raving fans” level customer service doesn’t happen overnight. But, this book encourages you to recognize your weaknesses, define your vision for something better, and start taking steps (1% at a time) to make that vision a reality for your customers.
We are all busy—but we have to remember never to be too busy to deliver the best customer service possible. Raving Fans is a quick and easy read that breaks down the basics of customer service into simple speak—it doesn’t demand that you digest complex theories or implement time-consuming strategies.
If you’re interested in reading this book and discovering how you can provide customer service worth raving about, we’re giving away a copy! Enter your information below to enter to win a copy of Raving Fans. A winner will be selected at random and notified on Friday, May 31, 2013.