Is it endless hours spent on hold while trying to resolve an issue with your cable company? Most people have had similar experiences that lead them to believe that customer service is the pariah of the sales world. In fact, when people contact customer service, they usually expect to be treated badly. At OBO, we approach the idea of customer service much, much differently.
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These lessons and Raving Fans quotes are going to blow your mind! I am one of many raving fans of the public library system. All of the books I want, delivered to my library, for free. They find what I want for me and make it super easy for me to request and pick up my books, no matter how busy they are. And my librarians are really nice. You can actually keep this one. Like free-free.
Yeah, I was pretty hyped about it. This book forces you to think critically about the way you want your business to run and then how to turn your customers into raving fans. Also, this book reads like a piece of fiction. The story is told from the perspective of a new customer service manager who needs to learn how to create raving fans. Thinking that way will keep you from really putting the techniques in Raving Fans to work for you.
But think about that for a second: Happy Customer vs Raving Fan. Raving Fan clearly sounds like the winner here, but only if you know what it means to create a Raving Fan. Think about who you are a Raving Fan of. Think about what that person or brand had to do for you for you to be that excited about them. To create Raving Fans, you have to know what your customers want and you have to deliver on that better than anyone else. And before you figure out what your customer wants, you need to know what you want.
Well, before you can be anything to anybody, you need to know what you can provide. In a very novel-like way, Ken Blanchard and Sheldon Bowes break down the idea of creating Raving Fans into three steps. Will you only be using natural cleaning products? Will you provide your service at odd hours in order to help customers who work unconventional hours?
Will you also offer minor home decoration services? How will all of this be perfect for the customer? How will this solve problems for the customer better than how things are normally done? The book has some great examples of how customers keep this information from you and why they keep this information from you.
Now, the book also talks about a lot of these things from the perspective of a company that has a lot of employees. You can just ignore the parts of the book about giving your employees promotions and raises based on the level of service they deliver. The biggest takeaway from this book for any new or seasoned side hustler or new entrepreneur however you identify yourself is that before you aim to serve any customer, you should have a very clear picture of what you want the experience you deliver to be.
This way, you can consistently create and build upon an experience that creates not just happy one time customers, but Raving Fans who come back time and time again.
Three Simple Ways to Implement “Raving Fans” Customer Service
Customer retention Customer service management Improve customer experience The social media marketing revolution has made us all aware of the importance and value of customer service and feedback. We know that at any instant, a disgruntled customer or client can blast us on any number of channels, e. Facebook, Twitter, Yelp, Foursquare, etc. These diatribes are can be extremely damaging to a brand, especially newer ones. What is a raving fan? Without going into a book analysis, the problem is clear: there can be two types of raving fans. Bad raving fans come from bad customer service The first is the one that we want to avoid: the raving fan that is raving mad.
Raving Fans by Ken Blanchard & Sheldon Bowles (+ Raving Fans Quotes)
Raving Fans: A Revolutionary Approach To Customer Service