Wednesday, March 3, 2010
Raving Fans Book Review + Real Live Application
It's time for another dose of "What I'm Reading." I'm back on a business kick. Today's book is "Raving Fans" by Ken Blanchard and Sheldon Bowles. I got this book to inspire me for my upcoming WPPI talk about how to stay booked like crazy, and I wasn't disappointed. Not only did it help inspire my talk, it renewed my energy in giving my clients above and beyond customer service.
I purchased the book at 6pm and had it read, cover to cover, by 8:20. That included a 15 minute conversation with a fellow photographer whom I saw at Starbucks, as well as the drive to Starbucks. But don't think that the shortness of the read takes away from the depth of the information. The book inspires you to create a clear plan of attack to revamp your customer service (if you don't already have Raving Fans), or set you on a path to continuously further your customer experience. I don't like giving a lot away when I do these because I want you to read the book, so I won't tell you the very interesting anecdotes used to get the main points across.
And now... a real life application for the lessons learned in "Raving Fans." Today I had a massage to relax me from the stress I've been feeling over my WPPI talk. I went to Luxe Beauty, on Dickson in Fayetteville, because our friend and owner, Juliette, invited us. She called Mere last week and said, "I know you're never going to just find time to come in, so I'm scheduling appointments for you and Dale." Furthermore, she told us that we need to schedule an appointment with them every month leading up to our wedding. You know what? She's completely right on all points:
#1: we won't find time for something like this with our crazy schedules
#2: we need avenues of decompression
#3: I (not necessarily "we") need a little beautification
So, we show up today and they're expecting us, know us by name, and take us back to a comfortable sitting area and offer us a drink. I take water. Amanda, who will be giving the massage, sits down with me to discuss my life to figure out where I might need extra attention and eases my mind about the entire process (this is my first time, by the way). Then, she gets started and throughout she is very helpful with this first-timer. Afterword, I meet her out front and she discusses some things she noticed (I have crazy shoulders and neck from carrying a heavy camera bag 10 hours a day) and how she'll do a more focused approach next time. Then, we got out our schedules and planned our next few appointments.
I'm not just a "satisfied customer;" I'm a raving fan. It's so important, especially in the service industry, to excel at customer service. Luxe Beauty does!
By the way, did you know that Luxe does complimentary make-up application for Benfield Photography brides for their bridal portraits?! Yep! They're cool like that.
Talk to you soon,
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