How would you like your clients to become Raving Fans?

December 11, 2011 by fiona Blog / No Comments

Raving Fans book review – “Customer service plus 1” Ken Blanchard & Sheldon Bowles

I know that by achieving Raving Fan status with my clients they have become natural refers of new business back to me. So I was attracted by the title of this book and I enjoy the tongue in cheek style story that these authors favour.

Here are the key 3 points from this book. (which are made are clearly made with practical examples from different industries).

1. Define your vision of customer service – make it one you passionately believe in !

2. Determine what your customers want – test it against your grand vision. Listen to the silence – if your clients are not complaining it doesn’t mean they are happy. Most likey the will jump ship as soon as someone else offers them an better experience.

3. Build it & test it & measure it and add plus one percent improvement each time.

Why plus 1 ? Well if you aim for one percent difference each week – this will accumulate and mentally incremental changes are a lot easier for us to aim for.

How will I incorporate this into my business?

1. Keep true to my core values of Value, Balance & Focus

2. When I hear nothing from my customers I will be worried and call them and find out how I can help them or rectify anything that has gone wrong.

3. Test &Test again always looking for a 1% improvement