“Raving Fans” by Ken Blanchard & Sheldon Bowles
2017 Reading Challenge — Book 15: A book about business
A friend of mine who runs a very successful Chik-Fil-A franchise has recommended this book for years as a way to revolutionize customer service. I’m glad I finally took the time to read it! I love Blanchard’s notion that “satisfied customers” aren’t enough (because, as C.S. Lewis agrees, we are far too easily satisfied). Raving fans—those who not only offer repeat business, but “rave” about a service or product to others—are what we ought to pursue.
The relatively short book is divided into three sections, clearly outlining a philosophy and process for establishing a culture of customer service which produces such fans. The book is widely applicable in business (examples in the book itself range from grocery markets to taxi drivers to giant corporations), but is also broadly relevant in my own “business” of church ministry.
While pastors and church leaders aren’t marketing a product or service to consumers, we are working with people all the time, and so strategies for better serving, communicating with, and casting vision for customers often are also successful ministry strategies. I’ve been reading & researching a lot lately about guest relations/experience at churches, and found this book to be as helpful as anything I’ve read that is explicitly “ministry”-oriented. Grab your copy here.