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Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993

by Ken Blanchard (Author), Sheldon Bowles (Author), Harvey Mackay (Foreword)
4.6 4.6 out of 5 stars 1,647 ratings
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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.

"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.

Previous page
  1. Print length
    137 pages
  2. Language
    English
  3. Publisher
    William Morrow
  4. Publication date
    May 19, 1993
  5. Dimensions
    5.5 x 0.65 x 8.25 inches
  6. ISBN-10
    0688123163
  7. ISBN-13
    978-0688123161
  8. See all details
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Editorial Reviews

Review

"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

From the Inside Flap

"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 new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and 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.

Product details

  • Publisher ‏ : ‎ William Morrow; 1st edition (May 19, 1993)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 137 pages
  • ISBN-10 ‏ : ‎ 0688123163
  • ISBN-13 ‏ : ‎ 978-0688123161
  • Item Weight ‏ : ‎ 10.4 ounces
  • Dimensions ‏ : ‎ 5.5 x 0.65 x 8.25 inches
  • Customer Reviews:
    4.6 4.6 out of 5 stars 1,647 ratings

About the authors

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  1. Ken Blanchard

    Ken Blanchard

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    Few people have influenced the day-to-day management of people and companies more than Ken Blanchard. A prominent, sought-after author, speaker, and business consultant, Dr. Blanchard is universally characterized by his friends, colleagues, and clients as one of the most insightful, powerful, and compassionate individuals in business today. Ken is one of the most influential leadership experts in the world and is respected for his years of groundbreaking work in the fields of leadership and management.

    Dr. Ken Blanchard is the cofounder and Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California. In addition to being a renowned speaker and consultant, Ken also spends time as a visiting lecturer at his alma mater, Cornell University, where he is a trustee emeritus of the Board of Trustees.

    Ken has received many awards and honors for his contributions in the fields of management, leadership, and speaking. The National Speakers Association awarded him its highest honor, the "Council of Peers Award of Excellence." He was inducted into the HRD Hall of Fame by Training magazine and Lakewood Conferences, and he received the Golden Gavel Award from Toastmasters International. Ken also received The Thought Leadership Award for continued support of work-related learning and performance by ISA--The Association of Learning Providers. Ken has been inducted into Amazon's Hall of Fame as one of the top 25 best-selling authors of all time. The business school at Grand Canyon University bears his name. In addition, Ken teaches students in the Master of Science in Executive Leadership Program at the University of San Diego.

    Born in New Jersey and raised in New York, Ken received a master's degree from Colgate University, and a bachelor's and PhD from Cornell University. An avid golfer, Ken belongs to the Loch Lomond Golf Club in Scotland.

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  2. Sheldon Bowles

    Sheldon Bowles

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    Discover more of the author’s books, see similar authors, read author blogs and more

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Customer reviews

4.6 out of 5 stars
4.6 out of 5
1,647 global ratings

Top reviews from the United States

Terry
5.0 out of 5 stars A must read
Reviewed in the United States on May 15, 2023
Verified Purchase
I was referred to this book in passing by my manager. I think it is a must read for anybody that provides customer service. There are some very strong thought provoking statements in Raving Fans that have stuck to me like glue. My team is embracing the teachings from here and won an award for the best team in our organization.
One person found this helpful
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David Reitz
5.0 out of 5 stars Great for those who sell and those who supervise sellers
Reviewed in the United States on January 22, 2024
Verified Purchase
I give a copy of this to each of my general managers. It is easier to sell if you believe in what it is you are selling. If you cannot find passion for your business, do something that you CAN be passionate about. Life is too short.
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Dr Aasiyah Ghazi
5.0 out of 5 stars This Book Teaches Problem Solving
Reviewed in the United States on January 31, 2015
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I read some of the reviews here of the book and the ones from those who give it 3 stars or less and have something negative to say don't understand one thing - Ken Blanchard and Sheldon Bowles are writing in the perspective of ideas, not necessarily business and how to make money from it. Having a business where we are in service to others, it's essential that we learn and understand how to please our customers so they keep coming back. It's marketing - it's the way we showcase and present ourselves to the public. I read the book, and I am taking in each of the points both authors discuss to come up with my own ideas of how to make my own clients in my hypnotherapy and coaching practice, raving fans. Yes, some of the points seem to be far fetched - I have never seen valets who park your car for you in grocery stores, at least, not one here in LA yet. I think it would actually be a neat idea for grocery stores to have their employees assist customers to their cars if they have heavy groceries without the customer having to ask if they could get help to load the groceries in the car. Anyhow, the ideas are that if we want people to come to our business, to receive our products and services, we need to be able to give something to them that makes us unique. And from the viewpoint of this book that I've seen as I read it, I see that this book actually has a lot of value by giving us ample ideas on how to create more customers, and make them so happy that they want to keep coming back and keep on telling others about us as businesses. I know if I get excellent service from somewhere, I will always keep coming back there no matter how far it is located or if it's the same old boring stuff they serve. While this book may not appeal to everyone, I can see how great of a tool this book can be for anyone who owns their own business and wants customers left and right. This book is an asset for someone who wants to improve on their own services and think about extras that can help solve a customer's problem....after all, that's what this book is teaching us. How to solve the customer's/client's problems quick, and efficiently so that they continue to come back again and again.
7 people found this helpful
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newelldub
4.0 out of 5 stars Excellent info. Somewhat boring reading though.
Reviewed in the United States on August 6, 2011
Verified Purchase
The concept this book teaches is excellent. The book is short and easy to read. However, it could have been even shorter. The book is a story. The concept of raving fans is taught to the reader through conversations between the story's characters. The concept of raving fans is useful, and I believe good for anyone owning a business to understand. However, the story in this book gets boring to read. There are a lot of conversations between the characters that I felt the author included simply to make the book over 100 pages. In other words, the book seems to "beat around the bush" a lot, just to teach a concept that could probably be taught in 20 pages or less.

Overall I give the book 4/5 stars because I believe the need to learn the concept of raving fans outweighs the boredom I experienced at times as I read the book. The book would have received 5 stars, however, I have to deduct one star for the many pages of character conversations that should have been omitted from the book.
One person found this helpful
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Bobble Tech
5.0 out of 5 stars I've purchased this book twice for myself, and twice for friends.
Reviewed in the United States on March 1, 2023
Verified Purchase
Life changing. Easy to read, simplifies all business strats down to,"What is the customer experience as a result of this implementation?"
One person found this helpful
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David
5.0 out of 5 stars One of the best little books on Customer Service
Reviewed in the United States on November 22, 2009
Verified Purchase
'Raving Fans: A Revolutionary Approach to Customer Service' is a book that I discovered referenced in several other books that I've been reading. In each other book, little was said other than a quote here or there. But noticing the book's presence, I purchased it and am glad I did.

The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making.

In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective.

I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price).
4 people found this helpful
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KCATANIA
3.0 out of 5 stars Not a lot of substance
Reviewed in the United States on August 31, 2015
Verified Purchase
I'm really annoyed by business books that are written at a level that my second grader could easily read. Another fable written about a fictional character learning how to manage his clients. I could do without the goofy story and just get to the meat of the subject. Unfortunately for publishers, they would be publishing a pamphlet and not trying to sell a book. The actual ideas put forth in this book could be summarized in a short essay. Instead, I have to waste 2-3 nights getting through the fluff to get to the 5 or 6 ideas put forth.
One person found this helpful
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Allen S.
5.0 out of 5 stars Good information
Reviewed in the United States on August 26, 2023
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Enjoyed reading
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Top reviews from other countries

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Ramakantk
5.0 out of 5 stars Read it
Reviewed in Canada on January 12, 2024
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Read it if you care about customer service
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Amazon Customer
5.0 out of 5 stars brilliant message and entertaining read
Reviewed in the United Kingdom on December 25, 2019
Verified Purchase
Got this book second hand for extremely low price.
Didn’t expect it to be much, as part of management course reading suite.
This book is amazing - I love it, its message can be applied in many situations and can help build yourself.
I would buy a new copy as it is so good I read it multiple times, however the second hand copy is so good I don’t need to.
I have handed this to colleagues to read, its not a long read - two hours solid from front to back, but needs reading again and again.
One person found this helpful
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Fernando
5.0 out of 5 stars Excelente libro - Para todo aquel empresario que desea generar más ingresos
Reviewed in Spain on October 12, 2017
Verified Purchase
Si deseas mejorar tu negocio, generar más beneficios e ingresos y escalar tus ventas este libro es para ti. En el encontrarás información muy valiosa para hacer que tus clientes no solo estén satisfechos con tu producto o servicio sino que se hagan verdaderos evangelizadores de ellos.
Yo que me dedico a enseñar a mis clientes a atraer clientes es uno de mis libros de cabecera por su sencillez, realismo y contenido 100% aplicable.
Un libro que todo empresario debería leer. Dejo reseña en mi blog JavierCordero.com
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Bethany Hashek
5.0 out of 5 stars Have your team read this!!
Reviewed in Australia on December 12, 2020
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Quick read and a MUST read for anyone who interacts with customers or clients!
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Ray
5.0 out of 5 stars Ken Blanchard toujours au top
Reviewed in France on January 2, 2014
Verified Purchase
Après avoir lu le livre "One minute manager" de Ken blanchard, j'ai tout de suite accroché avec le style.

Raving fans est un condensé de méthodes pour bâtir un service impeccable dans votre entreprise (peu importe le domaine d'activité) en maintenant son style narratif. Les histoires donnent des exemples concrets.
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