Told in the parable style of The One Minute Manager, RAVING FANS uses a brilliantly simple and charming story to teach listeners how to define vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature–not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. RAVING FANS includes startling tips and innovative techniques that can help anyone create a revolution in any workplace–and turn their customers into raving, spending fans.
MTCPerformance 
This is my favorite of the book club books…so far! An enjoyable read and an inspiration to action. Biggest insights include:
1 – Any expectations set with customers must be delivered upon consistently. Assessing what we already do well, and what is important to our customers is a great place to start.
2 – Important to remember that both our view of perfection and the customer view changes over time. Learning what’s important one time is not sufficient. Never lose touch.
3 – Identifying our vision, and determining which customers do not fit with that vision, will help narrow our focus and as a result, improve the MTC experience for everyone.