LAST week we created a pretty gutsy mantra on what we will accomplish this year.
One of those was around your service.
You see, in this day and age, having satisfied customers is just not good enough - for real success you want raving fans.
A fantastic little book called exactly that is a great story on how to create a Raving Fan Culture in your business.
Yes, this book has been around a while, but as I look around at many businesses, some still don't get it!
So what's the difference between a satisfied customer and a raving fan?
If we took food for example, you could go into any fast food, takeaway or convenient outlet, grab what you want and be completely satisfied.
Would you be likely to get out and tell our friends about the outstanding burger and chips? Doubt it.
How about this scenario - you arrive at a restaurant, the host greets you by name and says to you "Mr and Mrs Smith, welcome, as you are celebrating your anniversary tonight, I've taken the liberty to reserve our best table and please enjoy a complimentary glass of champagne."
Now, how does the restaurant know you are why you are there? Simple - at time of booking they asked you - they had a system to create Raving Fans!
How would you feel? Satisfied? Or would you be on the phone and social media giving this place the greatest accolade possible!
Your business, no matter what your product or service can create Raving Fans, but the secret is this, to create Raving Fan Customers, you must have Raving Fan Staff.
My challenge to you is to create a culture of Raving Fan Staff and allow them to lead the way.
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