{"id":58771,"date":"2022-01-11T15:53:34","date_gmt":"2022-01-11T19:53:34","guid":{"rendered":"https:\/\/www.shortform.com\/blog\/?p=58771"},"modified":"2022-01-21T16:14:02","modified_gmt":"2022-01-21T20:14:02","slug":"raving-fans-book","status":"publish","type":"post","link":"https:\/\/www.shortform.com\/blog\/raving-fans-book\/","title":{"rendered":"Raving Fans: Book Review, Background, and Context"},"content":{"rendered":"\n<p>What is the book <em>Raving Fans <\/em>about? What are the book&#8217;s strengths and weaknesses, and how was it critically received?<\/p>\n\n\n\n<p>In <em>Raving Fans<\/em>, management experts Ken Blanchard and Sheldon Bowles argue that successful organizations have one common central focus: providing an excellent customer service experience. And that any type of organization or business that serves people can benefit from these principles to create \u201cRaving Fans.\u201d<\/p>\n\n\n\n<p>Here&#8217;s our <em>Raving Fans <\/em>book review.<\/p>\n\n\n\n<!--more-->\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-book-overview\">Book Overview<\/h2>\n\n\n\n<p>The <em>Raving Fans<\/em> book is a fable in which a newly hired Area Manager\u2019s plans to <a href=\"https:\/\/www.shortform.com\/blog\/obsess-over-quality\/\">focus on quality<\/a> are upended when told by the President of the company to instead prioritize customer service, which she stresses is the foundation of the business. The ill-equipped Area Manager worries that, like his three predecessors, he will quickly fail at implementing successful customer service strategies and lose his position.&nbsp;<\/p>\n\n\n\n<p>Miraculously, his Fairy Godmother appears to offer guidance and lead him on a path of discovery. The Fairy Godmother introduces the Area Manager to <a href=\"https:\/\/www.shortform.com\/blog\/what-makes-a-business-successful\/\">successful business<\/a> owners, all graduates of \u201cThe Raving Fans School,\u201d who teach him the three simple but powerful secrets to deliver outstanding customer service:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Define Your <a href=\"https:\/\/www.shortform.com\/blog\/ideal-customer-service\/\">Ideal Customer Service<\/a> Experience<\/li><li>Discover Your Customers\u2019 Ideal Service Experience<\/li><li><a href=\"https:\/\/www.shortform.com\/blog\/exceed-customer-expectations\/\">Exceed Customer Expectations<\/a><\/li><\/ul>\n\n\n\n<p>The Area Manager graduates from \u201cThe Raving Fans School,\u201d successfully implements all of the advice he receives and proceeds to impress both his customers and the President of his company.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-about-the-authors\">About the Authors<\/h3>\n\n\n\n<p><strong>Kenneth Blanchard<\/strong> is an author, business consultant, and motivational speaker. He is the co-founder and Chief Spiritual Officer of <a href=\"https:\/\/www.kenblanchard.com\/\">The Ken Blanchard Companies<\/a>, a management training firm that, as of 2019, had been named one of the <a href=\"https:\/\/trainingindustry.com\/top-training-companies\/leadership\/2021-top-leadership-training-companies\/\">top 20 leadership training companies<\/a> for ten years in a row. Blanchard has authored and co-authored over 60 books on the subject of leadership. He is most well known for his bestselling book (co-authored with Spenser Johnson) <a href=\"https:\/\/www.shortform.com\/app\/book\/the-one-minute-manager\"><em>The One Minute Manager<\/em><\/a>.<\/p>\n\n\n\n<p><strong>Connect with Kenneth Blanchard:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.kenblanchardbooks.com\/\">Website<\/a><\/li><li><a href=\"https:\/\/www.facebook.com\/KenBlanchard\">Facebook<\/a><\/li><li><a href=\"https:\/\/twitter.com\/kenblanchard?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\">Twitter<\/a><\/li><li><a href=\"https:\/\/www.instagram.com\/kenblanchardcompanies\/?hl=en\">Instagram<\/a><\/li><li><a href=\"https:\/\/www.linkedin.com\/in\/kenblanchard1\">LinkedIn<\/a><\/li><\/ul>\n\n\n\n<p><strong>Sheldon Bowles<\/strong> is an entrepreneur, noted speaker, and co-author of <a href=\"https:\/\/www.harpercollins.com\/products\/high-five-ken-blanchardsheldon-bowles?variant=32117729067042\"><em>High Five!<\/em><\/a>, and <a href=\"https:\/\/www.harpercollins.com\/products\/big-bucks-ken-blanchardsheldon-bowles?variant=32154093748258\"><em>Big Bucks!<\/em><\/a><em> <\/em>Called a \u201c<a href=\"https:\/\/premierespeakers.com\/sheldon-bowles\/bio\">customer service legend<\/a>,\u201d he\u2019s the chairman of <a href=\"https:\/\/www.precision-metalcraft.com\/\">Precision Metalcraft Inc.<\/a>, the president of Ode to Joy Limited, and the founding president of <a href=\"https:\/\/www.domo.ca\/\">Domo Gasoline Corporation<\/a>.<\/p>\n\n\n\n<p>Connect with Sheldon Bowles<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/ca.linkedin.com\/in\/sheldon-bowles-b10b1528\">LinkedIn<\/a><\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-book-s-publication\">The Book\u2019s Publication<\/h3>\n\n\n\n<p>Publisher: <a href=\"https:\/\/www.harpercollins.com\/products\/raving-fans-ken-blanchardsheldon-bowles?variant=32116701429794\">HarperCollins Publishers<\/a>, 1993<\/p>\n\n\n\n<p><em>Raving Fans<\/em> was Blanchard\u2019s 12th book and 1st of several with Bowles, including <a href=\"https:\/\/www.harpercollins.com\/products\/high-five-ken-blanchardsheldon-bowles?variant=32117729067042\"><em>High Five! The Magic of Working Together<\/em><\/a>, and <a href=\"https:\/\/www.penguinrandomhouse.ca\/books\/14671\/gung-ho-by-ken-blanchard-and-sheldon-bowles\/9780739376454\"><em>Gung Ho! Turn On the People in Any Organization<\/em><\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-intellectual-context\">Intellectual Context<\/h3>\n\n\n\n<p>Since the 1960s, business fables like <em>Raving Fans<\/em>, which combine storytelling with the wisdom and advice of management lessons,<em> <\/em>have become increasingly popular. The stories are designed to engage readers while also giving context to the principles contained within\u2014the fictional context illustrates how to apply these concepts and makes them more memorable. As a result, many readers prefer the simplicity of business fables compared to the complexity of standard non-fiction business books. Successful books in this genre include:<\/p>\n\n\n\n<p><a href=\"https:\/\/www.shortform.com\/app\/book\/who-moved-my-cheese\"><em>Who Moved My Cheese?<\/em><\/a>, Spencer Johnson<\/p>\n\n\n\n<p><a href=\"https:\/\/www.shortform.com\/app\/book\/the-greatest-salesman-in-the-world\"><em>The Greatest Salesman in the World<\/em><\/a>, Og Mandino<\/p>\n\n\n\n<p><a href=\"https:\/\/www.shortform.com\/app\/book\/the-five-dysfunctions-of-a-team\"><em>The Five Dysfunctions of a Team<\/em><\/a>, Patrick Lencioni<\/p>\n\n\n\n<p><a href=\"https:\/\/www.shortform.com\/app\/book\/the-go-giver\"><em>The Go-Giver<\/em><\/a>, Bob Burg and John David Mann<\/p>\n\n\n\n<p><a href=\"https:\/\/www.shortform.com\/app\/book\/the-one-minute-manager\"><em>The One Minute Manager<\/em><\/a>, Ken Blanchard and Spencer Johnson<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-critical-reception\">Critical Reception<\/h3>\n\n\n\n<p>Prior to the publication of <em>Raving Fans<\/em> in 1993, providing exceptional customer service was not a priority for most businesses. Consequently, consumers felt like they were being taken for granted and, with few alternatives available to them, they not only tolerated poor customer service, they expected it. But the early nineties brought a shift as businesses began to acknowledge the need to provide excellent customer service. As a result of this rising awareness, <em>Raving Fans<\/em> originally received a warm welcome from innovative managers and leaders and has since sold over a million copies.<\/p>\n\n\n\n<p>The book\u2019s success is due in large part to how simply the authors express the concepts that underpin their view of excellent customer service. Their short story quickly puts the concepts into context and effectively demonstrates the different types of businesses that can benefit from this model. As a result, <em>Raving Fans<\/em> is required reading in many customer-focused organizations.<\/p>\n\n\n\n<p>However, this simplistic approach has also received criticism. This is mainly due to the unrealistic depictions of \u201cRaving Fans Businesses\u201d within the story. Further, the book doesn\u2019t offer practical steps to apply the principles. As a result, some reviewers see the book as overly childish and impractical.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-commentary-on-the-book-s-approach\">Commentary on the Book\u2019s Approach<\/h3>\n\n\n\n<p>The fable offers a useful framing device to quickly deliver the three secrets to create \u201cRaving Fans.\u201d It offers an effective way to put the principles into context and attempts to engage the reader by foregoing the standard format of non-fiction writing.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-commentary-on-the-book-s-organization\">Commentary on the Book\u2019s Organization<\/h3>\n\n\n\n<p>Overall, <em>Raving Fans <\/em>is well organized\u2014the Fairy Godmother introduces the three secrets to the Area Manager in sequence, and each secret builds on the one before it. However, the story doesn\u2019t include chapter breaks, which makes it difficult to distinguish between the three secrets. In addition, the third secret, \u201cDeliver What They Want + 1%,\u201d attempts to deliver a lot of information by referring to multiple concepts in a back and forth way. As a result, this non-linear approach creates confusion and makes the secret difficult to implement.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is the book Raving Fans about? What are the book&#8217;s strengths and weaknesses, and how was it critically received? In Raving Fans, management experts Ken Blanchard and Sheldon Bowles argue that successful organizations have one common central focus: providing an excellent customer service experience. And that any type of organization or business that serves people can benefit from these principles to create \u201cRaving Fans.\u201d Here&#8217;s our Raving Fans book review.<\/p>\n","protected":false},"author":8,"featured_media":12489,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[45,458,103],"tags":[567],"class_list":["post-58771","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-review","category-sales","tag-raving-fans","","tg-column-two"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.3 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Raving Fans: Book Review, Background, and Context - Shortform Books<\/title>\n<meta name=\"description\" content=\"Are you thinking of reading the book Raving Fans? 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