The ideal way to look at customer service. Crucial for anyone in charge of people within a workplace, regardless of if those people work with the public or not.

It's a short but impactful read on revolutionary customer service.

1. Decide what you want.
2. Discover what the customer wants.
3. Deliver "plus one percent."

Basic principles, good reminder to refocus, told with a silly fairy godmother concept. Mostly geared towards business owners.

meh.

Required reading for work. Would not have chosen this otherwise and would not recommend.

I still remember the examples and principles in this book 15 years after reading it.

Read for work....

This book was recommended to me by someone on synod council. Blanchard is an expert at coming up with succinct ways to look at a topic. He has books on change, customer service and (apparently) golf, that look for very basic concepts - 2 or 3 at most.

Blanchard then takes these 2-3 topics and wraps them in an interesting story. The story is supposed to (in my opinion) capture the reader's attention and make the concepts easy to remember.

Raving Fans does this well. There are 3 concepts that the new manager is supposed to use to improve his company's customer service. I would say that this might actually work. My only concern is that money (raises, bonuses) seem to be an essential part of the plan. And at my job, we have no money for this at all.

However, I will try to find the parts I can use and apply them.