This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Donald MacKenzie follows one line of technology - strategic ballistic missile guidance through a succession of weapons systems to reveal the workings of a world that is neither awesome nor unstoppable. He uncovers the parameters, the pressures, and the politics that make up the complex social construction of an equally complex technology.Donald MacKenzie is Reader in Sociology at the University of Edinburgh.