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Navan Chamber would like to thank Joseph Daly and the team at Fidentia-Norwalk for providing these book reviews. Fidentia-Norwalk can be contacted via their website, www.fidentia-norwalk.ie
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Book
Title: Raving Fans
Author: Ken Blanchard & Sheldon Bowles.
Publisher: William Morrow & Co, 1993
Review Date: 02/22/2006
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About
the Book:
The story of a business man and his male fairy godmother (who is also a scratch golfer) who guides him through encounters with outstanding service in a variety of business settings is an eloquent parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service in small increments to the next level. Everyone serious about customer relationships should hear this story.
Review:
"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 Board, Nordstrom Inc.
"An easily understood message and one every organization needs to hear"
Eamonn Ryan President, Lexmark Canada Inc.
“Your customers are only satisfied because their expectations are so low and because no one else is doing better.” 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.
Amazon.com
About the Authors:
Ken Blanchard is the co-author of The One Minute Manager and 23 other books over a period of 25 ears which have sold more than 15 million copies in 25 languages. He is also the Chief Spiritual Officer of the The Ken Blanchard Companies, a training and management consulting firm he established in 1979.
Sheldon Bowles is president of Ode To Joy, a diversified holding and management company and founder of Domo Gasoline Corp. He widely acknowledged as a customer service legend.
Fidentia-Norwalk Opinion:
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