in this episode we're talking about how you can create raving fans for your
business stay tuned what's up guys welcome back
to the Jeremy Kersten show where every episode we talk about business
entrepreneurship investing and personal growth today we're gonna be talking
about how you can create raving fans for your business this is a concept from the
book raving fans written by Ken Blanchard and Sheldon Bowles and that
says a revolutionary approach to customer service this is by far one of
the best books I've read on creating great customer service for your business
we're gonna talk about the big three key points lessons to take away from this
book and how you can apply them now the book is actually kind of like a
fictional story if you will about a guy who is an area sales manager and he gets
this vision if you will of the fairy godmother who actually turns out to be
kind of like an old guy whatever not that matters you'd have to read the book
to understand but anyways he gets this vision of the fairy godmother who is
going to teach him how to create raving fans so they go and they play around the
golf they go visit a couple stores to give really good examples of this great
customer service and throughout you know visiting the different business owners
and sore owners and managers and such he learns these three principles it's a
really fun book it's a really simple short read probably good you know you
can actually listen to the YouTube version I think in an hour and a half if
you just go search that as you can see here each page is really not filled up
from top to bottom so it doesn't take a long time to really finish the book now
the first lesson in this book is decide what you want that means that in order
for you to create the best experience for your customers you need to be
definitely 100 percent in your mind sure exactly what it is that you're trying to
provide you need to think about the customer experience from the time that
they come in to the time they leave and even beyond that so you've got to think
about all the little details of the customer
servus whether that means you know having a super clean bathroom in your
business making the place look good having a great greeting whenever they
walk through the doors if you're in a brick-and-mortar type environment you
also have to have the pricing in the marketing just the entire experience
completely defined in your mind exactly what its gonna be like for the customer
because the whole idea is if you don't know what the customer experience is
supposed to be like for your business then how do you expect to convey that to
other people you know if you're like for example they use in the book if you're
trying to create the best cheeseburger and you are trying to tell somebody what
that cheeseburger is like or somebody asked you what is the you know what is
your vision of the cheeseburger if you don't already know in your mind what the
perfect cheeseburger is then it's you know really hard to convey that and pass
that on and create a raving fan because you can't express that to the customer
yourself this goes in all areas like I said not just in product but also in the
service another concept that's there within that first lesson is that you
don't want satisfied customers because satisfied customers just means that
they've settled with your service or your product and that they're not
actually gonna go and really tell anybody else how awesome their
experience was think about this when you go to a restaurant and you get really
lousy service or bad food are you the kind of person that says something and
sends the food back and writes a card and lets them know this was bad
experience you may be but chances are probably not most people just you know
say okay whatever and you know they don't ever come back basically there's
just quiet and then and you never give them your money again and that happens
all the time it's a very normal practice most people don't really want to cause a
scene or be that guy who's you know being rude and saying that they're doing
everything wrong they just simply don't come back so there's a concept there in
that first lesson that says silence is you know deadly and and that's totally
true I mean again there's so many times that the business could have probably
improved based on your feedback but you simply didn't say anything because the
service was just you know lousy or satisfied a satisfied customer again you
know just uh they go if they want it was okay but they're not gonna go tell their
friends about your business they're not raving fans so what you want to do is
create experience that is so great that they're not just satisfied they're
beyond satisfied they're raving fans they go when they tell their friends
the second big lesson in this book is discover what the customer wants now I
know that kind of sounds like I goes without saying but it's actually a
really big deal you need to think about what it is that the customer wants okay
and what I mean by that you need to do the market research within your area
based on your product and your service kind of see what others are doing what
their we where their attention is going and where their dollars are going a big
part of that or an easy way to get to that is by listening to the customer
whenever they're talking to you and they're trying to tell you exactly what
they're looking for don't just be in a hurry to tell them
what you have have an open ear stay calm and listen to what they're trying to
find a big part of that step two is actually believe it or not telling the
customer and not in these words but to take a hike now what I mean by that
telling the customer to take a hike is you have to have a hard line and
understanding within yourself and your business of knowing what you don't
provide a lot of customers may come to you and say well do you have this or do
you do this or can you do this and you just have to be very firm in your answer
and know if that's something that you don't provide you cannot be all things
to all people defining exactly what it is that you
offer and communicating that from the get-go with your buyers will save you a
lot of headache later on down the road another takeaway from that first lesson
of deciding what you want is understanding who your customer is most
people think that the customer is just the end user the one that takes home the
product and opens it well or eats it or whatever but the truth is a customer is
anybody who touches your product or comes within touch of your product or
your service throughout the entire process so what I mean by that is the
payroll people for your company the HR the delivery guy the inspectors the QC
people everyone everybody who is within the
organization who's attached to this product in some way or service in some
way is a customer of yours so you don't want to just create you know a great end
user customer but you want to have a service and a vision of a company that
executes on the way that impacts everybody in the most positive way where
each one of those people in those positions can go and brag and be raving
fans about your business and the third and final lesson in this book is deliver
+1 and basically what they're referring to is deliver your vision plus one
percent what that means is that each day you want to be able to execute on your
vision and increase by one percent get better every day by one percent but
here's the thing it also says in this book
don't try to execute on every single aspect of your vision all at the same
time whenever you create your vision you're gonna kind of see that it is
subcategorized into' different areas of your business and so what you should do
is just pick one and start there and start increasing and making those
changes because if you try to do a sweep of changes all overnight well first
everybody in the organization is gonna be you know just tossed up and wondering
what the heck is going on and it's gonna create a lot of Russell on bus and just
be kind of kind of cumbersome and a little hard to do right out the gate so
just pick one area of your business and improve on that once you feel like
you've done that and then you can go ahead and move on to the next area of
your business and begin to improve on that another part of delivering plus the
1% a big thing in there is consistency and consistency I mean by consistency
and deliverance to your customers whenever you go to chick-fil-a you
already know what you're gonna get I mean yeah you've heard or you've
experienced that great customer service that they have over there but guess what
you know you're gonna get that when you go over there because it's the
consistency that they've built in to that system which is another part of the
third lesson is those systems you're creating systems in each area like I
said to be able to effectively and efficiently improve one percent and give
that consistency to your buyers it's a combination of all three of those
knowing exactly what it is you want knowing your vision knowing exactly what
the customer wants in their vision and then number three executing every day
plus 1% to deliver that and you need to fill in the gaps and your job is to fill
in those gaps and create a solution for your buyer or tell your buyer that
you're just not going to be the right fit remember you can't beat all things
to all buyers also remember you don't want just satisfied customers you want
raving fans I'm gonna put a link down to the book below in case you want to go
get it off Amazon and if you like this video guys I do have some other ones
like this right here and right here and right here or somewhere around the
screen if you're new to the channel go ahead and hit that subscribe button
make sure hit that notification bell so you can be notified each time we upload
a new episode and make sure you share it with a friend thank you guys so much for
watching if you haven't already please subscribe and until next time take care