Raving Fans: A Revolutionary Approach to Customer Service

How does the story develop certain moods to better convey its conflicts and themes? What does this contribute to the story? Reference specific examples from the text.

What is Charlie’s function in the narrative? What are the benefits of him being a magical “fairy godmother” as opposed to a business partner offering the Area Manager advice?

What do all the businesses that Charlie and the Area Manager visit have in common? Conversely, what separates them? How does this relate to discussions about having specific visions for a company?

Some would argue that The Relationship Between Businesses and Customers is purely transactional and that customer service exists solely to remedy problems in these transactions. What does Raving Fans suggest instead? What are the nuances of this relationship, in Blanchard and Bowles’s opinion?

What practical steps (as opposed to simply abstract advice) does the narrative offer to garner Raving Fans? What examples show the Area Manager how to achieve this high level of service?

How do Charlie and the other business owners emphasize The Importance of Excellent Customer Service? What is the benefit for them in offering it?

What is the purpose of the small scene between Dennis and the Area Manager? Dennis doesn’t operate a business in the same manner or scale as Leo, Sally, Bill, and Andrew, so what does his conversation offer to the understanding of the three lessons?

The authors emphasize that a clear vision is crucial to excellent customer service. How does creating and maintaining a strong vision help businesses exceed customer expectations? Can you think of real-world examples where a company’s vision has turned customers into “Raving Fans”?