by: Sheri Blaho
I just finished reading a “golden oldie”, Raving Fans by Ken Blanchard and Sheldon Bowles. It is such a simple read, and so clearly stated. If you have not read this or it has been a long time since you did….I would recommend you take a couple of hours out of your week and put your clients to the forefront of your thoughts.
The premise is a simple outline of three secrets to make your clients raving fans
- 1. Decide what you want
- 2. Discover what the customer wants
- 3. Deliver every time what you promise, plus 1% more.
Deciding what you want is the first step. You must have a clear vision of your business model looks like and what an extraordinary experience would look and feel like. You should picture exactly how your customers will be served and how the business will run on a daily basis, she says that sometimes it may seem impossible but as you slowly put your dream together everything will fall into place.
Next you need to know what your customer wants. So why build your vision first? First, unless you have your own vision, how can you understand the customers? A customer’s vision has meaning only in the context of your own vision. Second, when you find out what customers really want, what their vision is, it will likely focus on one or two things. Your own vision has to fill the gaps. Finally, you have to know when to ignore what the customer wants and, if necessary, tell the customer to take his vision elsewhere to be fulfilled. You can’t be all things to all people. You have to find your strength and niche and do THAT better than anyone else.
Delivery is the most important, of course. This secret says two things. First, it tells you to deliver. Not sometimes, not most times. But all the time. No exceptions contemplated or allowed. Consistency, consistency, consistency. Second, it talks about plus one percent. The rule of one percent reminds us that all we have to do is improve by one percent. If we improve by one percent this week, and again by one percent next week, by the end of the year we are ahead by more than fifty percent.