"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 to create Raving Fans."
This, in a nutshell, is the advice given to a new Area Manager on his first day in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom line results.
Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a 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 new tips and innovative techniques that can help anyone create a revolution in any workplace and turn their customers into raving, spending fans.
"A great commonsense approach to customer service" -Jim Pattison President, The Jim Pattison Group
"An easily understood message and one every organization needs to hear." -Eamon Ryan President, Lexmark Canada Inc.
"Making your customers Raving Fans is the competitive edge today. This book can jump start you in that direction." -James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.
"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -Lynn Posluns President, Fairweather