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Raving Fans - Blanchard

I saw Ken speak at a customer service seminar and thought he was wonderful! The guy is 100% authentic! Raving Fans is a fun little book with a terrific story...

As a reminder, here they are... the 3 secrets:

  1. Decide What You Want
  2. Discover What the Customer Wants
  3. Deliver Plus One

Some short notes:

  • When deciding what you want - the vision is what is important, not the actual reality!
  • To discover what the custom wants... ASK!
  • Deliver +1 is about going 1% above and beyond - and reminds us to focus on what we want and what our customer wants
  • Flexibility has todo with WHAT is being delivered vs. Consistency being the HOW