{"id":5074,"date":"2012-04-02T08:32:09","date_gmt":"2012-04-02T13:32:09","guid":{"rendered":"https:\/\/meganstrange.com\/?p=5074"},"modified":"2012-04-03T08:35:39","modified_gmt":"2012-04-03T13:35:39","slug":"book-review-raving-fans","status":"publish","type":"post","link":"https:\/\/meganstrange.com\/?p=5074","title":{"rendered":"Book Review: Raving Fans"},"content":{"rendered":"<p><a href=\"https:\/\/meganstrange.com\/?attachment_id=5075\" rel=\"attachment wp-att-5075\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5075\" title=\"Raving Fans book cover pic\" src=\"https:\/\/meganstrange.com\/wp-content\/uploads\/2012\/04\/Raving-Fans-book-cover-pic.jpg\" alt=\"\" width=\"341\" height=\"500\" srcset=\"https:\/\/meganstrange.com\/wp-content\/uploads\/2012\/04\/Raving-Fans-book-cover-pic.jpg 341w, https:\/\/meganstrange.com\/wp-content\/uploads\/2012\/04\/Raving-Fans-book-cover-pic-204x300.jpg 204w\" sizes=\"auto, (max-width: 341px) 100vw, 341px\" \/><\/a><\/p>\n<p>I live in a community where <a href=\"http:\/\/www.chick-fil-a.com\/\" target=\"_blank\">Chick-Fil-A<\/a> and <a href=\"http:\/\/www.publix.com\" target=\"_blank\">Publix<\/a> set the standard for excellent customer service.\u00a0 I would go so far as you to say that CFA has actually created a huge community of Raving Fans.\u00a0 Just last week, I was in Italy on a trip for school and my students were looking all over for a CFA (that doesn&#8217;t exist yet in Italy).\u00a0 The team that I serve with at <a href=\"http:\/\/www.ncchristian.org\" target=\"_blank\">North Cobb Christian School<\/a> desires to serve others in a way that creates Raving Fans\u2026not for us, but for the gospel.\u00a0 We wave the banner of Christian education and there is a lot more at stake than an outstanding lunch experience.<\/p>\n<p>Our school has made some major progress in this area in the past few years, but our desire is to grow everyday in the area of serving others.\u00a0 I was reading a <a href=\"http:\/\/www.kenblanchard.com\" target=\"_blank\">Ken Blanchard<\/a> book the other day that referenced another of his books, <a href=\"http:\/\/www.amazon.com\/Raving-Fans-Revolutionary-Approach-Customer\/dp\/0688123163\/ref=sr_1_1?ie=UTF8&amp;qid=1333459776&amp;sr=8-1\" target=\"_blank\"><em>Raving Fans<\/em><\/a>.\u00a0 <em>Raving Fans<\/em> is a fable about a new Area Manager and his new Fairy Godmother Charlie.\u00a0 As Charlie introduces the Area Manager to a variety of leaders, the Area Manager is able to learn the three principles of creating Raving Fans.\u00a0 This was a really short read and Blanchard&#8217;s writing style keeps the reader engaged.<\/p>\n<p>I highlighted several things while reading&#8230;<\/p>\n<ul>\n<li>A satisfied customer doesn&#8217;t count these days.\u00a0 Now, back when I was starting out in the service department a satisfied customer meant something.\u00a0 Not today.\u00a0 Today you need Raving Fans.\u00a0 You have to create Raving Fans to be successful.<\/li>\n<li>Decide what you want.<\/li>\n<li>When you decide what you want you must&#8211;create a vision of perfection centered on the customer.<\/li>\n<li>Discover what the customer wants.<\/li>\n<li>No one would dream of trying to design and market a sports car that was also a great off-road vehicle and at the same time served as a commercial delivery van.\u00a0 Yet when it comes to customer service, those who decide to really try to give good service often aim to be everything to everybody.\u00a0 That doesn&#8217;t work.<\/li>\n<li>I&#8217;ve got to listen hardest when the customer isn&#8217;t talking.<\/li>\n<li>People who create Raving Fans as customers have minds of their own.\u00a0 No one can accuse them of being timid followers.<\/li>\n<li>Deliver Plus One.<\/li>\n<li>To create Raving Fans, don&#8217;t drive promises down.\u00a0 Drive delivery up.<\/li>\n<li>The purpose of systems is to ensure consistency, not create robots.\u00a0 Rules do that.\u00a0 Our team members have to create the Raving Fan experience for our customers every time.\u00a0 Systems give you a floor, not a ceiling.<\/li>\n<li>More customer service hopes have been wrecked on the rigid shores of immobile bureaucratic minds that anywhere else.<\/li>\n<li>The Rule of One Percent tells you how to move ahead and then go beyond the vision.<\/li>\n<li>Consistency alongside ongoing improvement plus the ability to alter course quickly were keys to creating Raving Fans.\u00a0 Promise more only up to the point you can deliver consistently and then deliver more using The Rule of One Percent.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>I live in a community where Chick-Fil-A and Publix set the standard for excellent customer service.\u00a0 I would go so far as you to say that CFA has actually created a huge community of Raving Fans.\u00a0 Just last week, I was in Italy on a trip for school and my students were looking all over [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[14,23,28,17,18],"tags":[],"class_list":["post-5074","post","type-post","status-publish","format-standard","hentry","category-book-review","category-generosity","category-integrity","category-leadership","category-north-cobb-christian"],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/meganstrange.com\/index.php?rest_route=\/wp\/v2\/posts\/5074","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/meganstrange.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/meganstrange.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/meganstrange.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/meganstrange.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=5074"}],"version-history":[{"count":0,"href":"https:\/\/meganstrange.com\/index.php?rest_route=\/wp\/v2\/posts\/5074\/revisions"}],"wp:attachment":[{"href":"https:\/\/meganstrange.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=5074"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/meganstrange.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=5074"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/meganstrange.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=5074"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}