How do you get "Raving Fans?"

Ken Blanchard, author of the One Minute Manager, has written a book entitled, “Raving Fans – A Revolutionary Approach to Customer Service.”

A summary of Blanchard’s three secrets to developing “raving fans” is below.


3 Secrets To Developing Raving Fans

1. Decide on a very clear vision.

Have a very clear picture, a clear vision of the ideal. The ideal is the clear future you envision. Make sure this ideal is centered on the people you serve.

2. Discover what the customer needs.

Discover what the people you serve want and need, and then fill in the gaps from your vision. You will only discover what the people you serve want, in small nuggets. Everyone you meet has a different focus and need, a bit. Fit that into your own vision. If you meet people’s needs, you will never lack customers. For those people who you just can't satisfy, quickly learn emotionally to let them go.

3. Discover what the customer needs -- deliver plus one percent!

After you discover what the people you serve want and need, then deliver, plus one percent! The rule of one percent is to just keep on consistently improving what you do, one percent at a time. Go the extra mile in your service, and you will never lack for a crowd of “raving fans.”