2. KENNETH HARTLEY BLANCHARD
Author and Management expert.
He was influenced by.
He believed that everyone is a leader.
Awarded many times.
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3. SHELDON BOWLES
Sheldon Bowls was the co-author of this book.
American entrepreneur, best-selling author &
noted speaker.
Called “a customer service legend”.
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4. INTRODUCTION
Written in simplified manner.
Commonsense approach to gaining customer loyalty.
Main characters- Area Manager & Charlie, the Fairy-
Godmother.
“The book may be an easy, fun read, but the message is
dead serious”
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5. 3 magnetic mechanism for turning customers into
“Raving Fans”
Decide
what you
want
Discover
what the
customer
want
Deliver the
vision plus
one
percent
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6. DECIDE WHAT YOU WANT
It explains the complex and serious messages in a form
of story
The title itself shows the definition
Raving Fans takes the opposite perspective
Imaging perfection is a critical step to improvement
Customer needs
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8. Customer service is not a department, it’s a everyone’s
job
Paint
the
picture
of vision
Take the
picture
down
Imposed
it over
the
organisa
tion
Some steps towards “Decide what you want”
Create vision of perfection centred on the customer
Encourage your employees
Grade employee’s performance
Appreciation of employees
Raise and promotion
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9. DISCOVER WHAT THE CUSTOMER WANT
What customer really want, what their vision is, it will
be likely focus on just one or two things.
When you asks any questions to your customer,
discover it on continues basis.
Product should be prioritise to your customer.
Determine your customer’s vision towards the
particular product by putting some questions.
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10. So discover on continues basis what your customer
want and think, and give solution for it.
example: selling of life insurance product
“As per the need of the customer”
Worked with Max New York life insurance
Various products of life insurance
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11. During training time, the focus was only on selected
products which we learned.
After training, sale up on customer priority and needs.
Use of blank paper and pen to keep attention of
customer
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12. Asking questions to customers:
How many members are there in your family?
What is your annual income ?
Are children dependent or independent ?
What are the future planning for children’s high
education ?
What are the planning for children’s marriage ?
What will be the expected amount needed by you ?
`
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13. DELIVER THE VISION + 1%
Different approaches for business.
Survival has become difficult.
Revolutionary approach.
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14. Something extra on the way to delivering extra:-
e.g.
Exceed the expectation
Facilitate as much as you can
Consistency
Avoid to say take a hike
Create credibility
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15. 1% extra, needs some extra care:-
Window of customer service
Listen to the music as well as the lyrics
Whosoever touches your product, is your customer.
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16. Meeting is as important as exceeding the expectations.
Systems lead to guaranteed delivery.
After the vision and system time to time
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