Managemart recommended: Raving fans! A revolutionary approach to customer service.
Field service companies should never underestimate the importance of the customer service. What Ken Blanchard and Sheldon Bowles wrote has become a classic guide for entrepreneurs all over the world. The book incorporates real-life examples and thought-provoking analysis, which allows readers to delve into the matter of customer feedback.
The process of establishing the customer-centric service model is fairly detailed throughout the book. The ultimate vision is to prevent readers from making disastrous mistakes and create “raving fans” for your field service company.
Authors simplify the tasks through the three steps:
• Decide what you want.
• Discover what the customer wants.
• Deliver your vision plus 1 percent.
It is as simple as it gets: to succeed, you need Raving Fans. Ken and Sheldon break common perceptions: satisfied customers are NO longer enough. You have to predict the customer demand, exceed their expectations, and give them an incentive to try out your product.
Decide what you want
You created the field service business. What were your initial goals? How did you see your company develop in the future? To make your customers happy, you need to be fully aware of your own wants. Only then, you can create customer-centric model. Think of your product as a matter of perfection. Find out what perfection means to your customers and implement it at the shortest time possible.
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Discover what the customer wants
Always stay connected: communicate! There is nothing more disturbing than waiting on the customer service line and never get your issue addressed. What you want will differ from what you target segment wants. Listen carefully to what people say about your service, what they like and what they don’t like. Then, enhance the pros of your business and try to eliminate all the cons of your service. Remember: you cannot be everything to everybody! That is why, the first two stops are inevitably intertwined. You should provide service only to the customers that share the same vision as you.
Deliver the vision plus one percent
Meeting expectations is a must. Be always consistent on your service, and in case of an emergency, always have a way to excuse the flaws. Customers love to be taken care of, after all, that is why they are paying you money. Secure the optimization at each level of your field service company: you need to be efficient and fast – that’s all customers want. When meeting expectations becomes a daily routine rather than a challenge, focus of the plus one system. Exceed expectations! Only when you hear a “wow” from your customer, you’ve achieved the plus one.
Raving Fans: A Revolutionary Approach To Customer Service is a classical guide for the success of the field service company. Taking those three steps are essential for the improvement of customer satisfaction. Remember that you provide service for the people, so center your vision around their wants.
What is a raving fan?
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.