A superhero (also known as a super hero) is a fictional character “of unprecedented physical prowess dedicated to acts of derring-do in the public interest.”
How do I become a Superhero?
- I am not fictional – I am very real.
- I do not posses unprecedented physical powers.
- … dedicated to acts of derring-do in the public interest. A-ha!
Here is my take – I turn all my customers into Raving Fans by serving them and exceeding their expectations.
In their book “Raving Fans: A Revolutionary Approach To Customer Service” Ken Blanchard and Sheldon Bowles share 3 secrets of turning customers into Raving Fans:
- Decide what you want.
- Discover what the customer wants and…
- … deliver plus one.
Step 1 – Decide What You Want
Ask yourself this simple question “What do I want? What do I really want?”. Think of your boss as a customer, think of your wife or husband as a customer, think of your co-workers as a customers, think of your customers as a customers, think of your blog readers as a customer. Think of your kids as a customers. What do I really want it to be like? Close Your Eyes And See Bigger Picture, visualize it, create your vision. Put the customer in the center. Can you see it? No? Try again. It is hard to deliver something if you do not know what it is.
Step 2 – Discover What The Customer Wants
Ask your customers what they want. “Dear customer, what you really want it to be like?”. Ask questions, Get Criticized – The More The Better. Read between the lines. It might be much simpler than you may think. For example, your wife just want you to stop yawning at lunch time. Create your customers’ vision. Find out the gap between yours and customers’. If the gap is small then adjust your vision. If it is big then “tell the customer to take his vision elsewhere to be fulfilled”, it is not your customer.
Step 3 – Deliver Plus One
You have perfect match of your and your customer’s vision. Success is When the Response Meets the Challenge. Deliver. Not just deliver but deliver plus one, exceed expectations. Under-promise, over-deliver. Good surprises are better than bad ones.
You Are A Superhero!
You do what you really want, you deliver what your customers really want, you exceed expectations. The customers become Raving Fans of yours. You become a Superhero. Easy, no?
Somebody stop me! – The Mask