By definition, a "raving fan" is a customer that is so happy with your company that they praise your actions to anyone who might possibly listen. They are the best form of advertisement and the hardest to acquire. Changing your customer service strategy so that you have raving fans rather than customers is the point of this book and the story is told in parable form.
The two main characters are Area Manager and Charlie, his male fairy "godmother." Using the magic that all fairy godmothers possess, Charlie takes Area Manager to several companies that generate their own raving fans. The strategy is common and ubiquitous across industries; treat your customer as a coveted and valued asset rather than a source of revenue to be squeezed.
Another very important point is that to be successful in the area of customer service, you must first decide what you want to do. A fundamental component of this is to realize that not all potential customers are desirable ones. The fact is that some people are simply unsuitable as customers. Decide up front that they are not what you want to do and don't do it. Focus on what you can and want to do well.
Ken Blanchard has once again been an author of a book that points the way to success in business. The path to success is by providing quality service that appears costly, but that is a mirage. Good customer service is one of the best ways possible to make money and save time by spending money and using time to provide it. This is one of the best management books ever written, made even better by the simplicity of the presentation.

I bought this in lieu of buying th book and am glad I did. We slipped it in and played it while on a day trip on the road. We are Amazon booksellers and found the information very helpful in our applying it to our bookselling business. The narration is story form which helps keep it interesting as well.

This book has a rather flimsy message. Simply stated it is that you can smash your competition and achieve exceptional success in sales by adhering to a deceptively simple formula: Know what you want; know what the customer wants, deliver beyond the client's expectation, and never stop enhancing your service. The message is delivered in a writing style known as "mystical realism" in the fiction world, and which doesn't work quite as well in the non-fiction world. There is some real magic here, though, and it's on the cover of the book, "More than One Million copies sold." This probably relates to the fact that the target audience is, in fact, probably not all that literate, that it reduces an MBA in Marketing to a 75 minute read, that the print is large, and of course the whimsical and all too frequent references to the game of golf. The fact is that salesfolk periodically need to have their batteries recharged, and this book is a quick-charge. It gives the reader the feeling that he has learned something new, and that the business world is really much less complex than appearances would suggest. I read it as mandatory preparation for a Xinnix seminar, and if they thought this book had exceptional value, I'm worried about how simplistic their seminar might be.

This is one of the most informative and fun-to-read books I've ever read. There is so much to be learned and to think about. Really gets your energy and mind going.

I'm excited by the concept of Raving Fans, but the author uses a storytelling approach with a fairy god mother (no kidding) to talk about a few simple principles.

As with any approach to business improvement, sometimes you just have to go back to the basics. There is still application in business for "the golden rule" and all of us can "give back" by mentoring someone who is trying to learn what we have gained through experience. Beyond that we are only limited by our ability to translate what we "hear" from our clients and use our imaginations to delight them. In the end, we must differentiate ourselves (positively) and stand above the crowd. We must also inspire our Team to do so as well, for that is how long-term results are achieved. This book, through the use of storytelling (and some fantasy), illustrates how we can turn those "shoppers" into clients for life who can't stop bragging about us and buying from us. Read this book, brainstorm with your Team, and set your company apart!

Having satisfied customers is no longer enough. "If you really want a booming busines, you have to create Raving Fans", is what the new Manager hears in this book. "Is your customer service slogan "NO WORSE THAN THE COMPETITION?"

This book is written in the parable style of the One Minute Manager. It is a very enjoyable and quick read. If you are paying attention, there are regular, well-marked, and powerful truths taught about creating Raving Fans!

The book is a great book and although purchased as a used book, looked like new. Received in a timely fashion as this was during the holidays.

Fantastic book about thinking outside the box and filling the need that you see in any market.

Many other reviewers of this book over simplify or trivialize the book because of their lack of understanding of the main points the book attempts to make which is getting customers to you establishment and getting them to stay. Too many times customers are disloyal to an organization because others provide them with something different. That is what this book attempts to have the reader do in thier own situation. Give them a reason to patronize your company.

One such review tries to explain the profit margin of groceries stores, but who cares, it is an example of what a grocery store could use. As far as I know, no such store exsists. The point is that we need to change our perspective on what the customer wants not what we think they want.

What these over trivializing reviewers fail to explain or understand is that the point of the book is to perform the best service you can so that you company can make a profit. This is why they are in business.

The book is set to inspire the reader through an alagory so the reader can draw from it what they want and need for there company. Find out what you customers want is certainly not a bad idea, except most people do not capitalize on it do they?

The book gets you think about what you want, waht the guest wants and give it to the in spades.

This is a common sense approach to a long forgotten art and sets to inspire the reader to focus on the customer.

This is a great book to give to the people who work on the front line of every company as a motivational tool only.

Like many of Blanchard's books, Raving Fans was an extremely quick and easy read. The strategies he highlights seem like common sense, but it gives you a chance to reflect on them in your own business. I can't believe that there is anyone who wouldn't benefit from the guided self-reflection that this parable offers.

Ken Blanchard is a master at teaching a concept in a fun way. This parable stresses the importance of uncompromised customer service. When customers are treated exceptionally well not only will they return, but they will bring their friends. Price is no longer a factor when deciding to buy. This book gets you thinking about how you can improve your business. Push Button Investing in Real Estate

Ron Draluck, author of Push Button Investing in Real Estate

This is an excellent book for customer service - no matter what position you hold within a company!! It is easy to read - written as a story instead of college vocabulary!! I would recommend everyone read this book!!

Very quick read packed with a lot of great practices. Storyline is a bit cheesy, but worth the read.

I used this book as the basis for educating several of my small business owner clients on how to create raving fans. When I first started the book, I was turned off by the story telling approach. Then I realized that there was real content on how to produce top quality customer service. I made a list of great ideas from the book and easily got dozens of good ideas.
I would recommend this book because it quickly gets the point across on the importance of raving fans and how to generate them.

A review doesn't have to be 5 paragraphs. This book was a simple story which illustrated a simple point about customer service. That's it. I purchased it thinking I would have "Raving Fans" but the book is far too simple and effective service is more complex. If you're hungry for growth and knowledge don't read it or feel influenced to purchase it. It's something I would imagine a very low level customer service worker reading for a little inspiration. If you're starving for just a little inspiration and 2nd grade storytelling, then purchase it.

A review doesn't have to be 5 paragraphs. This book was a simple story which illustrated a simple point about customer service. That's it. I purchased it thinking I would have "Raving Fans" but the book is far too simple. If you're hungry for growth and knowledge don't read it or feel influenced to purchase it. It's something I would imagine a very low level customer service immigrant worker reading for a little inspiration. If you're looking for advanced knowledge get anything but this. If you're starving for just a little inspiration and 2nd grade storytelling, then get it.

this is a good book, with good solid business philosophy put across in a very readable, if a little campy, format. the frame stories are effective, but i think the essence of this work could have been communicated in even fewer pages.

Simple read that opens a lot of questions on customer service. Recommend for any one who serves the reatil public.

This is a great motivational business book to read to get you inspired. It also reads easy and is slightly funny.

I thoroughly enjoyed reading this book and was awakened by the trueness that lies in it's simplicity! Even for those who are not avid readers, this book is fun and easy to read and you get so much out of it. It helps put customer service in perspective by understanding your own standards and expectations, as well as, your customers. I recommend it to anyone who deals with people, which would be most people!

The three "secrets" for creating Raving Fans that this book discusses are very basic principles. Of course, in today's society, customer service has been flushed down the drain and I know many companies who need to have these basic principles shoved down their throat. However, the storyline in this book completely takes away from these principles. I understand the authors were attempting to make it more interesting, and I could even deal with the "Fairy Godmother" part of the story, but the companies used to illustrate "raving fan service" are completely illogical, and I feel that this really took away from the basic customer service principles that the book conveys.

Remember "Who Moved My Cheese"? How about "One Minute Manager"?
Why is it people don't have the intestinal fortitude to call a bad business book a bad business book? Everyone seems to feel obligated to pass on the titles of these tossed-off-in-an-afternoon-over-a-glass-of-wine books.
This one in particular says you should give GREAT service, not just good service. Since that wouldn't be a very long book, the author adds in a string of totally-unrelated references to golf, since we all know all business people must pretend to be avid golfers.
Save your time, and save your money. This is common sense packaged in a shiny wrapper.

If you go to work, read this book. It applys in all work and business situations. Makes customers, employees, and managers/owners happy. I can't say enough. PLEASE READ!! You won't regret it.

I ask all of my staff to listen too or read this book. Very easy to read and only an hour or so to listen too. It is a good reminder of why we have jobs and why we need to serve our customers no matter who they are.

Raving Fans should be a prerequisite for anyone taking a customer service job at any company. Here, in a very compact and easy to read book, are the three secrets to customer service. Business owners: read it, study it, live it, and then make all of your employees read it!

Our company V.P. distributed a book to each of his sales staff as a goal to read and follow. The book gave me motivation and techniques to make our customers feel appreciated!

Our company V.P. distributed a book to each of his sales staff as a goal to read and follow. The book gave me motivation and techniques to make our customers feel appreciated!

A vision that can set you apart from other servicing organizations. A servicing differential mentality!

This phenomenal philosophy of customer care is told through a deceptively simple story. The message became more and more powerful to me over time. I would recommend this book to anyone who values customers and referrals in their business.

The president of my company gave me this book when I was hired full-time (in 2001). I'm not with that company any more, but the book is always on my bookshelf because the message is that important to me. Even six years later, the importance of EXCEPTIONAL customer service is always at the back of mind, because of Raving Fans. I wish EVERYONE would read this...I especially make this wish when treated poorly by those in "customer service" or the "service industry."

The stories in the book are silly, but they prove their point. The book is short and easy to read. As simple as it is and as silly as the stories are, this is one of the most important books I've ever read.

This book does a nice job of painting a vivid picture of what exceptional customer service can and should look like. It's a great quick read - reminding us of some of the most important, yet simple rules we all MUST live by if we're going to stand a chance succeeding in business!

It hasn't been too long since I started in the Customer Service industry, but I do have to say this book has changed my entire way of thinking when it comes to customer service. I highly reccomend it, and it doesn't matter what type of company you work for, somewhere along the line you have to answer to customers, whether it is someone at a store buying a product from you directly, or whether it is someone that works on the other side of the assembly line, a customer is whoever comes in contact with your product. I absolutely reccomend this book to anyone who has ever been dissatisfied before.

I just read a few of the reviews for this book, Raving Fans that were less than satisfactory. I must say to those who thought after reading this book that it was pointless, simplistic to the point of insulting, disappointing, or over the top, that it's just that exact mentality the whole book is based on. I really hate to color one gender in this fashion but it unfortunately is true, usually it's a man who can't possibly see that the solutions to most customer service problems are just that simplistic. It may seem corny, over the top, or maybe simplistic but this book clearly addresses the problem with customer service today, in that no one cares or is brave enough to venture returning to true customer oriented values, or brave enough to be different. It's all about squeezing that dollar for more than what it's worth, instead of investing that dollar to develop long term loyal customers. Customers that will go out of their way to do business with a provider if the provider cares enough about them to listen to them and give above what they are expecting. I know what I am talking about, I am a customer, and at best I only occasionally see a flicker of barely satisfactory customer service actions with the business's I donate my dollars to, but for the most part my customer service experiences are definitely a "No-Customer-Service kinda Customer Service World". Not only am I a customer but I am a customer service provider as well. I have always performed my job with the Raving Fan mentality; I just didn't know what it was called. It's good to know that my work reputation is directly related to providing "Raving Fan" type Customer service. It's too bad that the majority of business's out there are managed by the mentality, that it's all about the dollar and the customer is privileged to have me as a provider.

See ya, would hate to be your cio/ceo. It's just that simple. change is good, if you don't, bye. i extrapalated the simple concepts to help build the best suite of teams' of employees. Something like i have a vision for my team of managers, and part of that vision is what they need from me, they in turn need to develop their own vision of their team which includes what their team members need from them. By building that type of relationship/team, we can really provide an exceptional product.

Raving fans is an excellent book for those that are trying to improve their businesses customer service and how the customer is viewed. Although at times it may seem over the top, from a cost analysis basis, even if a business cannot afford the costly improvements, focusing on low to little cost improvements can radically improve your business alone.

I like the idea - focusing on good customer service. I don't like the way the book is written. Other books, like "Fish" (Stephen Lundin) do a better job of presenting a "moral through a story." They are teaching something new or inventive. Good 'customer service' is not a new concept. Conveying its importance through a simplistic story is, in my opinion, rather elementary my dear Blanchard.

If these fictional characters were real people, and some good facts were thrown in, this could be a very good book. As it is, I think there are better ways - and books - to promote good customer service in an organization.

The only redeeming quality is it is a quick read and therefore if you want to line Ken Blanchard's pockets... you can buy copies for your entire team and perhaps inspire some thought and get everyone on the same page. Unless you have team-building in mind though... seek wisdom elsewhere.

My management demanded that all of us read this book (not that long after they laid off people because they said they weren't making money). Since they were enthusiastic about this book, it's little wonder they couldn't make any money in running a business. Blanchard writes in a ridiculous style -- about sixth grade level -- with inane characters and "plot," and the examples he uses to illustrate his points fail the test of simple logic.
As noted by an earlier reviewer, you don't make money in labor-intensive businesses having people perform unnecessary jobs. I'll bypass the related fact that no one with ambition or intelligence would want to stay at any of these jobs for any length of time or work for anyone so clueless.
I've been forced to read Blanchard on at least two occasions by management in companies where I have worked. That Mr. Blanchard continues to sell books validates my opinion of most of the managers I have encountered of late in American business.

This book was a gigantic disappointment. The whole "male fairy godmother" thing just insulted my intelligence from the beginning. What could have been an insightful book about real customer service impacts really "lost it on the dismount." The examples of customer strategy seemed forced and stretched beyond plausibility. The key character did not really seem to wrestle or grapple with many of the concepts. A business fable should inspire action, and this book simply did nothing. It wasn't a bad "read" per se. There were some entertaining facets, but it you are really looking to wow your customers and turn your business around, this is not the book for you. No matter how time-constrained you might be for a read on the topic, this will not be a good investment.

I am just wondering why isn't there a 0 star rating. This book is really insulting to anyone who has any business knowledge and common sense. Yes, we all know that customer service is important, and that we have to make everything possible to satisfy the customer AS LONG AS WE MAKE MONEY FROM HIM/HER. I just can't believe the ridiculous examples and the lack of any thought about the cost side of the operations. Have valet parking and own shooper assistant in a grocery store and STILL SAVE MONEY. Please, please first check the cost structure of a grocery store and see that their gross margins are rarely more than 3%. Buying from competitors and selling at what you pay for plus free wrapping? Hm, and the employee will be paid from where? Just don't want to contibue with the insulting and completely nonsense format of the book....
I rarely write reviews, but this one was so pretentious with nothing to back it up, that I just had to vent and warn - please never, ever try to read that book!!

A very quick read, fun also. The concept is kind of silly but it drives home the concept of exceptional customer service.

A Must read for anyone in sales....inside or outside sales...
Reminds us of the things that Corporate America has helped us forget!

I read a lot of books on business and customer service, and this one has a few simple truths that blew me away. The rest of the book is really cheesy, though, and the storyline is just silly...but I've been spoiled by Patrick Lencioni's leadership fables! Taking the three principles and applying them is completely worth it, and the more realistic examples will help anyone who is looking to improve their company's "soft side" greatly.

"The Raving Fans" is the best small business book customer care I've read in a long time. It changed our enterprise with fresh thinking and actionable advice.

Particularly, when used with another great small business guide, THE BLACK BOOK OF OUTSOURCING: How to Manage the Changes, Challenges, and Opportunities, by Dr. Douglas Brown & Dr. Scott Wilson.

There is a complete section for small business entrepreneurship with the outsourcing focus...and it takes you from basics to expert in one volume! I've read these books dozens of times and marked them with post its and notes.

No one treats the small business operation and manager with the scope and practicality of these two books.

Thanks to Blanchard, Brown & Wilson for sharing their knowledge and insights. These are gems.

I used this in coordination with a canned Attitude training and got great results from my Customer Service group. It really made them think before they reacted to any call or inquiry from internal and external customers. Everyone that deals with people ought to read this book.

I read this book many years ago, but a current Client asked me to re-read it prior to speaking in their organization as they are using its language and premises. I'm glad I did.

It is a business fable, in traditional Blanchard style that tells story that is good enough to keep you engaged to lead and remember through repetition the keys points to creating "raving fans." While it may not be the best story of the books in this genre, it does illuminate important factors about doing more that satisfying Customers, but rather turning them into fans - a bar much higher than "satisfaction."

Written in 1993, the subtitle is "A Revolutionary Approach to Customer Service." While I'm not sure it is revolutionary 12 years later, it is still worth reading. Consider this a great primer for Customer Service or a great book to encourage many to read because it is short and assessable even to those who don't read much.

This is an excellent book that explains in basic terms how to improve customer service in any kind of organization.

Once I began reading it, I couldn't stop until I finished it.

As a ministry leader of a growing team of 50+ volunteers--a team that works with 250+ kids each week--I have found Raving Fans to be an Awesome, applicable, and transformative tool. If brevity is the soul of wit, then this book, with its broad but simple principles, contains the soul of adaptability and the spirit of the possible.

In a world where bad customer service sometimes seems the acceptable baseline, and where bureaucratic short-sightedness, pessimism, and sloth hold sway, Mr. Blanchard is a prophet of hope.

In this brief book, Mr. Blanchard gives us three principles--tools for remaking the every day into the extraordinary. Underlying these tools is one great truth: people matter.

Just read the other reviews. Those let down or skeptical about this book all seem to have missed or simply denied this foundational point.

So--you are forewarned. Raving Fans is a deeply humanistic book. If you are looking for a quick fix or a new gimmick, best look elsewhere.

If you are looking for a new outlook that can serve as a lasting and solid foundation in dealing with customers of all kinds (be they paying customers--or people you serve in some other way) then let me suggest that this is the book for you.

As a ministry leader I have found this book invaluable for 4 reasons:

1. The people focus I mentioned above. All too often we (everybody--you, me, the president...) get caught in webs of our own systems and plans. All customer relations boil down to serving people. This book's laser-like focus in this regard is cleansing and clarifying.

2. To get to where we want to be in our service of others, we must first dream big. Another author calls this "Visioneering." Too many of us have dreamt small. I love that this book would have us first paint the perfect picture of what we want. Let me tell you from experience: there is no better way to do this than to first imagine what whatever you're doing would look like if money and resources were not an issue. You are selling yourself, and all those you will ever work with, short if you do any less.

3. This book talks at some length about how to listen to people--their words, as well as their "music". Again, if you are not willing to make people your focus (trust me--it is not easy--but everything else cannot fall in line until you do) this part of the book will sound like nonsense to you. And you will continue to fail. After all, let's be honest: a lot of us come to books like these because we know something is missing--or better yet, someone else knows/sees something is missing and has given us a copy of the book.

4. I love how Raving Fans deals with continual improvement--or as we call it where I serve: striving for ever-greater excellence. I won't ruin this point by giving it away. It alone is worth the cost of the book.

And I hope Ken Blanchard keeps writing and selling a lot of books. He has helped me, and as an extension, those I lead and serve, immensely.

For that I say "thank you."

I give this book a heartfelt, and raving, recommendation.

We were assigned to read this as part of a team bonding exercise. I work for a non-profit, so our customers are our members, but also each other. Looking at it from that perspective, the ideas here were pretty good. It's not about the customer always being right, but they are your customer and it's your job to make sure that they are always pleased 110%, even when they don't expect it. It's a quick read and definitely will give you something to think about. Of course, I'd love to find a store that works the way the grocery store in this book does!

This is a great book for anyone seeking to become better at customer service or for anyone seeking to lead a great customer service team.