Raving Fans!

SECRET NUMBER ONE - DECIDE WHAT YOU WANT.

"Quality is how well we service our customers". (President of the company, P. 2)

Satisfied customers aren't good enough these days because expectations have become lower and customers are surprisingly satisfied with less quality.

The get someone's attention who has been obstinate, it's good to allow them some praise. It's advantageous to make them look good in some way, to show them that you are working on their behalf. P. 13

Making people feel special is part of the process of creating raving fans. P. 15

The key to success is to create raving fans. (Charlie, P. 11)

As long as the customer's needs are being met, and you have a part in that, it matters not if the product comes from another source other than your own. You'll still be a part of that customer's satisfaction and the customer will see it that way. (Linda, P. 25)

It's nice to do a good job and be recognized for it. (Linda, P. 25)

Another important component in creating raving fans is to be accessible. P. 20

We are the source. P. 23

Leo is a believer. He knows he needs help. Trouble is most people don't believe they need help. They don't really care about customers. If you don't care about customers, you don't get to meet your Fairy Godmother. (Sally, P. 40)

Create a vision of perfection centered on the customer. (Sally, P. 41)

Decide what you want, then bring the vision of perfection down to the level of what is actually happening and then see where the bumps and warts are. (Area Manager, P. 42)

Discover what the Customer Wants P. 51 (The Second Secret)

All you need to do is discover the customers' vision of what they really want and then alter your vision if need be. (Bill, the factory manager, P. 51)

First, unless you have your own vision, how can you understand the customers'? (Bill, P. 52)

A customer's vision has meaning only in the context of your vision. (Bill, P. 52)

Second, when you find out what customers really want, what their vision is, it will likely focus on just one or two things.

Your own vision has to fill in the gaps or you will need to tell the customer to take his vision elsewhere.

The customer's vision might change your window, but if you don't have your own vision to start with, you'll never put the necessary limits in place." (Bill, P. 56)

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