I chose to read and review was Raving Fans by Ken Blanchard and Sheldon Bowles. Raving Fans begins with a recently promoted Area Manager familiarizing himself with his new office while his mind races with his thoughts of the recent conversation he has just had with the president of his corporation. As the new Area Manager he is struggling to wrap his mind around the concept of customer satisfaction. As he is steadily thinking his fairy Godmother, Charlie shows up. The recently promoted Area Manager and Charlie leave the office and Charlie makes the suggestion to go play golf. After the round of golf, Charlie takes the newly promoted Area Manager to meet Leo and Leo reveals the first secret to creating “raving fans”. Charlie then takes the Area Manager to Sally’s grocery store where he meets Sally and she explains the first secret to creating “raving fans”. As the story progresses Charlie visits the Area Manager two more times. Within these two visits they go see two more of Charlie’s fairy Godchildren, Bill a plant manager, who reveals the second secret to creating “raving fans” and then, Andrew who owns a full service gas station. Andrew then reveals the final secret to creating “raving fans”. After learning the secrets to creating “raving fans” the newly promoted Area Manager returns to his corporation and begins to implement the secrets of creating “raving fans”. The authors finish the story with the Area Manager being promoted to the Executive Vice President position, and next in line to become the President of the corporation, the very man who drove him to think about the idea of customer satisfaction.
There are several ideas in the text that I found to be true. The authors write that satisfied customers are not enough for a business anymore; you must create the “raving fan” type of customer. The beginning of the text suggests that satisfied customers are often satisfied because they expect very...