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.