Meh. I had to read it for work. I work in a hospital. lol.

The best way I can describe this book is ... It's a Wonderful Life married a customer service textbook, and they had a baby. I promise, that combination really does describe this book!

My boss at Chick-Fil-A mentioned that the company uses the "Raving Fan" approach to customer service. Curious, I Googled the term when I got home and found this book.

If you have an interest in business, want to know a piece of Chick-Fil-A's magic, and enjoy really quirky books ... this one is for you!

P.S. It's worthwhile to read other reviews. They're right when they say this is a very simple book. On the other hand it gets it's point across well, and its use of story is helpful for painting a picture of the type of business the "raving fan" model can produce.

An excellent book on customer service, managing expectations, and long term vision taught in a whimsical, entertaining way! Loved reading this book and got a lot of great business (& life) advice out of it!

A short, but convincing, commonsense approach to customer service. This is a valuable read for any organization or industry which works with people in any way whatsoever (which is pretty much everyone). The point is more or less that one cannot afford not to go the extra mile to please, even surprise the customer with great service. This service may take form in the ease and convenience of the customer, the preferences of the customer, or the value of product being made for the customer. The steps to follow are to first define your own vision for what your service ought to look like, identify the vision of the customers, amend your vision as necessary, take small steps toward fully implementing your vision, and exceed the customer's expectations more and more, little by little. A good, easy read.

If you can get past the hokiness of it, there are good tips on how to run a good, customer service-oriented business.