Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.
Sam Nelson, Founder and CEO of Website Muscle, is a lifelong learner. Our fearless leader devours books, listens to podcasts and audio CDs in his car, and attends seminars at least twice a year. Why, he even started this company by gathering books about HTML code and website design, then holed himself up in his home office and went to town. Sam has amassed quite a library of business and personal development materials over the years.
As Tony Robbins, personal development guru and subject of the recent, ironically-titled Netflix documentary, I Am Not Your Guru, says: "Progress equals happiness." And Sam believes one crucial way to make progress is to learn.
It's no surprise, then, that Sam would want to embed his love of learning and development into the culture of Website Muscle. One way he's been able to accomplish that is through quarterly reading projects.
As a team, we read one book each quarter. We have a quick weekly recap of that week's reading, and at the end we even take a little quiz to make sure we remember what we've read.
So far we've read the following books together:
- The Pumpkin Plan
- Made to Stick
- Living Forward
- Conscious Capitalism
- Get a Grip
... and today's topic, Raving Fans: A Revolutionary Approach to Customer Service.
Book Review: Raving Fans
The book is a fable about the Area Manager (we never find out his name or his company, which kinda bugged me. But it really wasn't necessary to the point of the story, so I'll let it go.)
I feel like if I divulge too much about the book, you won't read it. So I'll just say this: The main characters are the Area Manager and Charlie, the Fairy Godmother. Charlie appears to the AM and teaches him a new, radical approach to customer service.
Charlie tells AM his slogan should be "No Worse Than the Competition". Ouch.
Then he gives him the secrets to creating Raving Fans (who will stick with you AND promote you):
- Decide what you want.
- Discover what the customer wants.
- Deliver, plus one.
Okay, I've said enough! Now, you're going to have to read it to learn what all that means. Raving Fans is a fast, enjoyable read, and every business owner should think of what it means to him or her to create Raving Fans, rather than just satisfied customers.