Rating: 4.0/5 Stars
Rank: 579

Through this parable the manager and the reader learn there are three rules for making your customers "Raving Fans".

First, decide what you want. Second, discover what the customer wants. Third, deliver plus one.

Ken Blanchard and Sheldon Bowles have done an excellent job of boiling down excellent customer service to its essence.

The rules are easy to read and simple to understand. But, like most things of consequence they will take time to master.

This book is well worth the hour or two it will take to read.

However, delivering excellent service is only part of the equation.

To have a truly profitable well-run organization you also need to have excellent leadership, a highly motivated team, and value-driven goals. While this book touches on these subjects it certainly doesn't do them justice. For a clearer picture I would also recommend reading "Gung-Ho!", "Leadership By The Book", and "The One Minute Manager" -all part of Ken Blanchard's library of leadership materials.

All of them are quick reads, and amazingly informative. Together they create an excellent picture of how a successful, value-centered organization should be run.

Customer Reviews

Current Review
1.	Raving Fans: One piece of the excellence puzzle
	(Rochester, MN USA) August 23, 2002 - 5.0/5 stars
	Raving fans is the story of a manager that finds himself in charge of a failing department. He is given the position with the understanding that he HAS to fix things, and fix them quickly. To the rescue comes his "fairy... read full review
2.	We made history using Raving Fans as our foundation.
	(Atlanta GA USA) March 9, 2002 - 5.0/5 stars
	I am the GM of Toyota Mall of Georgia and in July of 2000 we chose this book and Gung Ho as our guide in building our business model. We made history in 2001 by winning all 10 customer and sales awards in our first year... read full review
3.	IT Professionals should read this NOW.
	(Bangalore,India) October 9, 2002 - 5.0/5 stars
	The new Area Manager is wondering on what could be done to retain his customers and his job. Just then a fairy godmother "Charlie" appears and takes him around to businesses that create raving fans... read full review

Editorials

	-- Jim Pattison President, The Jim Pattison Group
	"A great commonsense approach to customer service"
	-- Eamon Ryan President, Lexmark Canada Inc.
	"An easily understood message and one every organization needs to hear."
	Book Description
	"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have... read full editorial

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