Raving Fans

I got the book Raving Fans, by Ken Blanchard and Sheldon Bowles at our garage sale at church this weekend. It is all about customer service. One of the ideas in the book is that “satisfied customers are not enough.” Basically, you don’t want people to be satisfied, but to be more than satisfied–to be “raving fans” for your organization.

It seems that true customer service is really a thing of the past. Case in point is our internet service provider(s) (both our current and future ISPs). Our internet access has been really pretty poor for quite some time, but we always got the “better check your equipment on your end” line when you call for help. Come to find out, the service we had been charged for was literally impossible for them to provide as we are too far away from the “central hub.” In getting down to the bottom of the problem, a guy in St. Louis was totally dumbfounded that they “sold” us the service. He said we need to call and get a refund on the several years of bad service. Of course I called to get the refund to no avail. Nobody ever wants to admit that there might be a problem that needs to be fixed. I have really been working on this in my own life lately, so I guess I am more sensitive to it.

So we decided we needed to make a change in services. The second company couldn’t make it until Monday “morning.” The guy shows up at about 12:30 p.m. to hook it up, but needs another guy to help him install it, so he said he would be back in the morning. Of course morning comes and goes . . . as does the afternoon. Calling the office is useless as they are scheduled to come “any time from 8 a.m. to 5 p.m.” Who else could get away with that big of window of time than the cable company? Plus the irony of a “communications company” that can’t (or won’t) simply pick up the phone and call us to let us know they are stuck at another call, need to move the appointment, etc. Customer service matters! It really matters in ministry too! Because eternity hangs in the balance!

Makes me think of our website hosting company, but don’t get me started on that rant!