It's a basic tenet of legal practice that attorneys act with a degree of professionalism
toward their clients. Any attorney can recite the basic ethical rules in their sleep. Sure, we owe our clients the duties of diligence, competence, faithfulness, communication and good judgment, as well as respect, but in meeting these duties, are we creating happy clients? Are we creating raving fans, who return time and time again with their legal matters and who recommend us to their friends and associates? Is our customer service as good as it could be? Isn't winning the case enough?
Raving Fans, the latest book from business authors Ken Blanchard and Sheldon Bowles, asks these questions and gives the reader some insight on how to create not just satisfied customers, but raving fans.
Raving Fans is written in the guise of a simple parable. It relates the story of a new department manager on his first day of work. He is flatly told to fix the department's customer service problems A.S.A.P. or find a new job. Unsure of how to create happy customers, the department manager is suddenly presented with a fairy godfather, Charlie, who teaches him the secrets of how to fix his inadequate customer service.
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