Interesting and insightful short book on how to create "Raving Fans" (on a Net Promoter Score language - create Promoters).
Written as a parable it provides the reader with several good takeaways one could use not only for the Customer Service Department but also to every department within an organization.
The key insights I got (spoiler alert) were:
1. Goods or services are not sold, products and services are bought -> Seems a game of words, but it is definitely not! Once you think properly about the twist it changes completely your perspective!
2. Decide what you want -> Whatever you do (also Customer Service) you should be able to develop a vision on what you want to achieve, why is it relevant and to who, explaining it with the sufficient level of details (the how) that would allow anyone to implement it. If you do not have that you will not be able to explain it to your team and strive to achieve it.
3. Discover what the customer wants -> be willing to listen to your stakeholders and understand how they use your products/services, with that be agile to incorporate their ideas, always using critical thinking, on your vision and value proposition. As caveat, do not assume that you should try to please all, as there will be customers' needs that you cannot address and that is ok. You cannot be everything to everyone, make choices (trade-offs).
4. Deliver your Vision Plus One -> always deliver what you promise (do not do it 95% or 85% of the times), i.e. be consistent ->100%, and then offer something more (the +1%) within your vision that the customer is not expecting (one at the time, do not overstretch yourself otherwise you lose consistency). Additionally, be flexible (or agile as we would call it nowadays) allowing you to adjust your Vision throughout time.
5. Consistency is related with HOW you do it and Flexibility is related with WHAT you do.
6. Don't forget it is all about the people (your customers / your employees), it is the human relations that can make your customers to become a "Raving Fan".
Finally, after reading the book, could not stop thinking that the principles mentioned in this short book are the same that underpin Net Promoter Score developed only in 2003 by Bain.
The big, big difference is that NPS is a quantitative/ science-based methodology to measure if your customers are becoming "Raving Fans".
Recommend this book to all due to its form (parable) and shortness, and the insights you can bring home. Should be mandatory to all Customer Service representatives and everyone within an organization.