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20 settembre Raving Fans : Book ReviewRaving Fans written by Ken Blanchard and Sheldon Bowles a revolutionary approach to customer service by the author of The One Minute Manager Your customer service slogan should be: No worse Than the Competition.
You'll pay what they pay.
Decide what you want
No LIMIT ON CLOTHES TAKEN INTO THE DRESSING ROOMS: OUR STAFF WILL BE GLAD TO GO LOOK FOR OTHER COLORS OR SIZES OR BRING CLOTHING SUGGESTIONS TO YOU.
LET US PARK YOUR CAR.NO SENSE WASTING TIME PARKING WHEN YOU COULD BE SHOPPING AT SALLY'S a sign on the booth proclaimed.As
he rolled to a stop by the booth an attendant in a bright kelly-green uniform opened hi car.
The sign above read: MAY WE POLISH YOUR SHOES? Under that, in large bold letters was the word: FREE When you decide what you want you must- create a vision of perfection centered on the customer
Satisfied customers just weren't good enough.He knew the first secret: DECIDE what you want.Next,he knew,he had to create a vision of perfection centered on when the customer used the product.Finally,to check out how he was doing,he knew he he had
to bring the vision of perfection down to the level of what was actually happening and then see where the bumps and warts
were.
I learned from Charlie that to succeed I need to create Raving Fans.Satisfied customers just aren't good enough. I also learned that I have to decide what I want and then create a vision of perfection centered on the moment the customer uses the product.
DISCOVER WHAT THE CUSTOIMER WANTS All you need to do is discover the customers' vision of what they really want and then alter your vision if need be
First,unless you have your vision.,how can you understand the customers?
Second,when you find out what customers really want,what their vision is,it will likely focus on just one ore two things.Your own vision has to fill in 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
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.
HAving your own vision before you talk to customers also puts you in a position where you can understand the customer's vision.It also allows you to fill in the gaps between your vision and their vision, so you have a complete picture.
First,you have to listen to the music as well as to the lyrics.Often what people really want doesn't show up directly in what they say.They may even say one thing and mean quite another.
Customers saying one thing and meaning another.That leaves two: 'Fine' and 'silence' When a customer complains,you know you're hearing the truth.Listen to him.When a customer is a Raving Fan and is
enthusiastic,listen to him too.But when a customer is silent or says 'Fine' with a smile,you have to really perk up your
ears.You've got a problem.If nothinhg else,that customer isn't a Raving Fan.
We haven't uncovered a single Raving Fan.PErhaps ninety-seven percent of our customers are so fed up they can't even be
bothered to complain and tell us where we're going wrong.I told you before,we have to learn to listen to the music as well as
to the lyrics.All I hear is the thundering applause of one hand clapping.
Wayne Dyer's book - You'll see it when you Believe it. He said,- If you get up in the morning expecting to have a bad day,you'll rarely disappoint yourself.He went on to say,'Stop Complaining!Differentiate yourself from your competition.Don't be a duck.Be an eagle.Ducks quack and complain.Eagles soar
above the crowd.'
WELCOME TO THE HEAD OFFICE OF THE WORLD'S GREATEST SERVICE STATIONS.
DELIVER PLUS ONE. DELIVER THE VISION PLUS ONE PERCENT.But as you can see,it won't fit and still be readable,so it's been shortened to DELIVERF PLUS ONE.
The Secret says two things.First, it tells you to deliver.Not sometimes,not most times.But all the time.No exceptions contemplated or allowed.Second, it talks about 'plus one percent.'
Consistency is critical.Consistency creates credibility. Consistency is a key to delivering Raving Fan Service.When you're creating Raving Fans it's a fragile relationship.They've been burned before and they don't trust easily.You're trying to pull them in and they're usually trying to resist.Consistency
will overcome resistance,but in the meantime they're watching like a hawk for you to mess up.
Customers count all right.They count on you to do what you say you'll do.
Don't offer too much service,atleast at the start. To start with,limit the number of areas where you want to make a difference.First,it allows you to be consistent. Second,you'll be much further ahead doing a bang-up job on one thing rather than introducing a whole string of customer service goals all at once.You'll never bring it off.It just can't be done that way.
You can always build toward the total vision once you're successful with one or two things,but it's difficult,if not impossible,to try to change too much at once.
Regardless of what you promise,though,it's consistency that's important.Customers allow themselves to be seduced into becoming Raving Fans only when they know they can count on you time and time again.
Exceeding expectations is important but it's even more important to consistently meet expectations. Meet First,Exceed second. To be consistent you have to have systems.At the core of every great customer service organization is a package of systems and a training program to inculcate those systems into the soul of that company.That's what guarantees consistency.
Delivering your product or service properly time after time after time without fail is the foundation of Raving Fan customer service.
Rules create robots.Not systems.Systems are predetermined ways to achieve a result.The emphasis has to be on achieving the
result,not system for the system's sake.That's the difference between systems and rules.With a rule the emphasis is on the
procedure, not necessarily the result.We have rules about smoking within ten feet of a gasoline pump.We have systems for
delivering service.
The purpose of systems is to ensure consistency, not create robots.Rules do that.Our team members have to create the Raving
Fan experience for our customers every time.Systems give you a floor,not a ceiling.
Systems allow you to deliver a minimum standard of performance consistently.That's important because if you fall short of
what you've said you'll do,you've cheated the customer.
One percent has a second big advantage.Ongoing one-percent improvement will take you a long way from where you started,but it also means you don't blindly set a course and then follow it.
How the team members have to be flexible and change systems when necessary.The vision also has to be changing.Always developing. Visions do only two things.They grow or they die.And when visions die,it's customer service that gets buried.
You have to be ready to change direction when the vision changes,and on e percent allows you to alter course.You're not locked in,head down,driving one way,blindly pursuing a big goal,only to find when you arrive that the customer moved the goal
posts some time ago.
The perfect vision isn't a frozen picture of the future.Customer's needs and wants change all the time. Flexibility had to do with what was delivered as part of the customer service product. Consistency had to do with how it wa s delivered.
Raving Fan Action Plan: Start small, one percent rule.
other books:
1.Gung HO:(How to motivate people in any organisation) outlines foolproof ways to increase productivity by fostering excellent morale in the workplace.It is based on three core ideas to ensure that employees are committed to success and
presents a clear game-plan for implementing them.
2.Big Bucks (Make serious Money for you and for your company)
It offers new and irresistible practical advice to create money and get rich.How to overcome three challenges - the Test of Purpose , the Test of Joy, and the Test of Creativity.
3. High Five
The Magic of Working Together It uses a delightful and charming story to delivery a powerful message on team building and why ten simple words, "None of us is as smart as all of us" will work magic for any organisation.
4. The ON-Time ,ON-Target Manager
How a 'Last Minute Manager' conquered Procastination In every workplace , in every industry there lurks a diabolical career killer - procastination .
It tells the story of a manager who tends to put things off to the last minute. As a result he misses deadlines because his lack of focus causes him to accomplish all the meaningless tasks before he can get to the important things.He was sent to his
company's Chief who helps him deal with the three negative side effects of procastination : lateness, poor work quality and
stress.
17 settembre WIndows Azure ContestSharePoint Day 26th Sep 2009Source : http://bdotnet.in/ http://sharepointday09.eventbrite.com/ for Bangalore Microsoft Signature Building Saturday, September 26, 2009 from 9:00 AM - 1:00 PM (GMT+0530)
Agenda
SessionsKeynote: SharePoint: Yesterday, Today, and TomorrowSpeakers: Michael Noel and Joel Oleson Level: 200 Microsoft SharePoint Products and Technologies have become a multi-billion dollar business and has achieved wide adoption in organizations across the world. From humble roots as a simple team sharing application, SharePoint has emerged as a powerful platform for document management, enterprise search, and collaboration. This session briefly covers the history of SharePoint Products and Technologies, from the ‘1.0/2001’ line of products to the current ‘3.0/2007’ products. Finally, this session will describe what is publicly known about the newest ‘2010’ version of SharePoint and how to plan for it. Get an overview of the history of SharePoint Products and Technologies Understand the key components of SharePoint and how it can be used to increase productivity and collaboration Plan for SharePoint 2010, using information that is publicly known about the new version Session 1: Building the Perfect SharePoint Farm: A Walkthrough of Best Practices from the FieldSpeaker: Michael Noel Level: 300 SharePoint 2007 has proven to be a technology that is remarkably easy to get running out of the box. On the flipside, however, some of the advanced configuration options with SharePoint are notoriously difficult to setup and configure, and a great deal of confusion exists regarding SharePoint best practice design, deployment, disaster recovery, and maintenance. This session covers best practices encompassing the most commonly asked questions regarding SharePoint infrastructure and design, and includes a broad range of critical but often overlooked items to consider when architecting a SharePoint environment. In short, all of the specifics required to build the ‘perfect’ SharePoint farm are presented through discussion of real-world SharePoint designs of all sizes. • Learn from previous real world deployments and avoid common mistakes. • Plan a checklist for architecture of SharePoint environments of any size. • Build the ‘perfect’ SharePoint farm for your organization. Session 2: Preparing for Upgrade to SharePoint 2010 Today:Speaker: Joel Oleson Level: 300 Don't wait for SharePoint 2010! You need to get ready now. There is a ton of guidance in Service Pack 2 and the team blog to prepare for upgrade. This session will drill into the PreUpgradeChecker and provide insight and guidance around planning for upgrade based on the information that has been released and will provide you with enterprise strategy and call to actions so you're ready when it arrives. http://sharepointday09.eventbrite.com/ for Bangalore
Agenda
SessionsKeynote: SharePoint: Yesterday, Today, and TomorrowSpeakers: Michael Noel and Joel Oleson
Level: 200 Microsoft SharePoint Products and Technologies have become a multi-billion dollar business and has achieved wide adoption in organizations across the world. From humble roots as a simple team sharing application, SharePoint has emerged as a powerful platform for document management, enterprise search, and collaboration. This session briefly covers the history of SharePoint Products and Technologies, from the ‘1.0/2001’ line of products to the current ‘3.0/2007’ products. Finally, this session will describe what is publicly known about the newest ‘2010’ version of SharePoint and how to plan for it.
Get an overview of the history of SharePoint Products and Technologies
Understand the key components of SharePoint and how it can be used to increase productivity and collaboration
Plan for SharePoint 2010, using information that is publicly known about the new version
Session 1: Building the Perfect SharePoint Farm: A Walkthrough of Best Practices from the FieldSpeaker: Michael Noel
Level: 300 SharePoint 2007 has proven to be a technology that is remarkably easy to get running out of the box. On the flipside, however, some of the advanced configuration options with SharePoint are notoriously difficult to setup and configure, and a great deal of confusion exists regarding SharePoint best practice design, deployment, disaster recovery, and maintenance. This session covers best practices encompassing the most commonly asked questions regarding SharePoint infrastructure and design, and includes a broad range of critical but often overlooked items to consider when architecting a SharePoint environment. In short, all of the specifics required to build the ‘perfect’ SharePoint farm are presented through discussion of real-world SharePoint designs of all sizes.
• Learn from previous real world deployments and avoid common mistakes.
• Plan a checklist for architecture of SharePoint environments of any size.
• Build the ‘perfect’ SharePoint farm for your organization.
Session 2: Preparing for Upgrade to SharePoint 2010 Today:Speaker: Joel Oleson
Level: 300 Don't wait for SharePoint 2010! You need to get ready now. There is a ton of guidance in Service Pack 2 and the team blog to prepare for upgrade. This session will drill into the PreUpgradeChecker and provide insight and guidance around planning for upgrade based on the information that has been released and will provide you with enterprise strategy and call to actions so you're ready when it arrives. |
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