Raving Fans

Ken Blanchard and Sheldon Bowles teach customer service through a parable in the style of The One Minute Manager. A new Area Manager hears on his first day that satisfied customers are not enough, since they are content only because their expectations are low and no rival does better; a thriving business needs raving fans instead. Through his story the authors show how to set a vision, learn what customers really want, put effective systems in place and make outstanding service a permanent feature rather than a program of the month. They frame the lesson against what they call a service crisis that has left disillusioned customers all across America. It appeared in 1993.

Clover Health founder Vivek Garipalli called it short, simple and highly effective.