■ The Big Idea
Ken Blanchard, author of The One Minute Manager and Sheldon Bowles assert that customers have long been neglected and abused by companies that they have developed very low expectations. Despite unfulfilled promises from companies, cold treatment from staff, long waits, and delayed return calls by customer service desks, customers rarely complain and keep coming back to your business, provided your competitors are not doing any better than you.

What businesses need are not “satisfied” customers who will do business with you only until a better competitor comes along. To convert satisfied customers to ”raving fans” for your business, you have to decide what you want your company to be, discover your client’s needs and deliver consistently on your promises.

■ About the Author
Ken Blanchard
Ken is a gregarious, sought-after and prominent author, speaker and business consultant, A multitude of Fortune 500 companies and fastgrowing entrepreneurial enterprises have benefited from his unique approach to managing and developing people. He has penned nearly a dozen other influential books on management and personal empowerment including: The Power of Ethical Management, Whale Done!: The Power of Positive Relationships, The One Minute Apology and his latest, Full Stream Ahead!. Blanchard remains at the head of the pack as chairman and chief spiritual officer of the nations largest training firm, The Ken Blanchard Companies, Inc.

Sheldon Bowles
Sheldon Bowles is a successful entrepreneur, New York Times and Business Week best selling author, and noted speaker. He began his career as a newspaper reporter, became vice president of Royal Canadian Securities, and the president and CEO of Domos Gas. With partner Senator Douglas Everett, he built that company into one of Canadas largest retail gasoline chains. At a time when competitors were going to self-serve, Domo swept to success featuring ;Jump to the Pump; service with gung ho employees.