Raving Fans: A Revolutionary Approach To Customer Service" by Ken Blanchard and Sheldon Bowles

Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard & Sheldon Bowles

Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard and Sheldon Bowles is a compelling narrative that explores the concept of not just satisfying customers, but turning them into raving fans. This engaging book uses a simple yet profound parable to convey its message, making it an accessible read for individuals at all levels of an organization. Through its pages, Blanchard and Bowles present a framework that shifts the traditional customer service paradigm, urging businesses to aim beyond the standard expectations.


he story follows the journey of a newly appointed Area Manager as he navigates the challenges of improving customer service within his domain. Guided by his enigmatic mentor, Charlie, the Area Manager learns the principles of creating raving fans through three critical rules: Decide What You Want, Discover What the Customer Wants, and Deliver Plus One. These rules serve as the cornerstone of the book’s philosophy, providing a roadmap for transforming the customer service experience.

Decide What You Want emphasizes the importance of having a clear vision of what perfect customer service looks like for your business. It’s not enough to aim for “good” service; companies must define their unique version of exceptional service that sets them apart. This vision serves as a guiding star for all decisions and actions within the organization, ensuring alignment towards a common goal.

Discover What the Customer Wants highlights the necessity of understanding your customers at a deep level. This rule encourages businesses to listen actively to their customers, engage in meaningful dialogue, and truly comprehend their needs and desires. It’s about building relationships rather than transactions, recognizing that each customer’s definition of perfect service can differ.

Deliver Plus One focuses on the concept of continuous improvement in the realm of customer service. It advocates for consistently exceeding customer expectations by one percent every time. This principle is about the incremental enhancements that, over time, contribute to significant improvements in the quality of service. It’s a commitment to never becoming complacent and always seeking ways to surprise and delight customers.

“Raving Fans” also delves into the challenges of implementing these principles, acknowledging that creating raving fans is not a one-size-fits-all approach and requires flexibility, creativity, and commitment. The narrative illustrates through various examples how businesses from different sectors apply these rules to achieve remarkable results.

In conclusion, “Raving Fans” is more than a book about customer service; it’s a philosophy for building a customer-centric culture that drives loyalty, positive word-of-mouth, and sustainable business growth. Blanchard and Bowles offer readers a practical and transformative approach to not just meet, but exceed customer expectations. By fostering an environment where every customer interaction becomes an opportunity to create a raving fan, businesses can achieve unprecedented success. This book is a must-read for anyone looking to elevate their customer service from ordinary to extraordinary, making it a timeless resource in the pursuit of excellence in customer relations.