The authors tell a story in where an Area Manager meets his male Fairy Godmother, Charlie, who shows him the three magic secrets of creating Raving Fans. The three magic secrets can be described as follows.
Every detail was so clear in my mind that I felt as if I could reach out and touch it. It was what I wanted. I was the source.
They may even say one thing and mean quite another. It comes together bit by bit.
These you fit into your vision or reject. To the contrary, customers might not have complete visions and just focus on two or three things, which can be worked into your own vision or rejected. To start with, the author recommends to limit the number of areas where you want to make a difference — this allows you to deliver consistently and concentrate on one customer service goal at a time.
Systems are what allows you to guarantee consistent delivery. Systems are not rules that aim to train your employees as robots, they provide guidance on predetermined ways to achieve a result.
Finally, the vision should evolve, as it is not a frozen picture of the future. Either I try to do too much at once and get frustrated or I sit immobilized because of the size of the job ahead.
The rule of one percent reminds me that all I have to do is to improve by one percent.
That I can do. Easy to read in one or two hours. The storytelling style makes it fun and helps to illustrate the different lessons with useful examples.
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Rating: 6. See on Amazon. HiyaCar, the community b LeadBoxer: the easiest w MakeItApp: the wizards o Tags: Books , Raving fans. No Comments May 9, Chief Product Officer at Liftshare.