Our team has had a book club since last year. It is a great way for everyone in my organization to get to know each other and talk about a particular book in relation to our job. During
The book, “Raving Fans: A Revolutionary Approach to Customer Service”, by Kenneth Blanchard and Sheldon Bowles, is a short story about customer service that holds true to my heart. The book sold 12 million copies in twenty-five languages, originally published in 1993, and sells for around $10 to $15.
In our society, we have forgotten the meaning of the word “Values”. It is a simple word that has been taught to us at an early age that we have lost touched with. The sayings like “Do unto others as you would have them do unto you” and “You can catch more flies with honey than with vinegar” are all important life quotes and mantras that are in desperate need to be enforced with our way of life. Values actually, in terms of any form of business is deeply connected with customer service. Treating your staff and customers with the best respect is a great practice to be successful, and can reap plenty of rewards.
The largest and most successful companies that are at the top of their game are the ones that have outstanding customer service. McDonald’s, StarBucks, Amazon, Facebook, and Berkshire Hathaway are some of the best companies in the world as they hit straight to the bulls-eye of customer service. When we say customer service, it doesn’t only mean rendering service to customers, rather it is to learn what customer really want, and deliver effective service that turn customers into raving fans.
Raving fans discusses three secrets: (1) Decide What You Want. Have a clear vision of what you want your business to be like. (2) Discover What the Customer Wants. Tailor fit you business to what the customer wants. We can do this by asking the customer what they want and then listen… really listen! And (3) Deliver Plus One. This would mean that we have to deliver the unexpected and always be evolving as our customers’ needs begin to change. Exceed your customers’ expectations. Be consistent and make small changes to your model and build on them. Customers’ expectations increase so be prepared to make enhancements.
The book has inspired me, so much so that I had my team read it to be inspired of its message. This is great learning which can be applied to all areas of our life to be successful.
Have you read the book already? What are your thoughts about it. I would love to hear from you. Let me know your thoughts by posting your comments on our Facebook page.
If you are thinking about making a real estate purchase, or if you are ready to sell, let me buy you a cup of coffee and let’s discuss Crested Butte’s potential. Who do you know that wants to buy or sell a property? Let the Heather Woodward Team help. You can contact me on my cell phone (970)596-1394 or send me an email at Heather@TheHeatherWoodwardTeam.com.