Here at Centro, the phrase “raving fan service” is used on a daily basis. Of course, we all strive to provide raving fan service to everyone we encounter – that’s a given. But what does it really mean? Instead of giving you a textbook definition, I would like to share an experience I had recently.
The experience began with a simple email chain between the members of my publisher solutions team and one of our publisher partners. What started out as a simple introduction of a new team member quickly turned into a seemingly endless thread of photos of cute animals. After a few back and forth exchanges, the topic turned to pandas.
At that point, something incredible happened. One of the partners asked if the members of the chain would consider donating to the World Wildlife Fund (WWF). Within just 15 minutes, the first member of the Centro team donated and sent the confirmation along to the rest of the chain. What ensued was a firestorm of giving and within the next couple of hours, more than half of the people on the email chain had donated to the WWF!
This brought me back to our Manifesto, particularly the section on Idealism:
We believe we can make the world a better place. The future of our lives, our community, and our country lie in our hands, and we have the ability and responsibility to change them for the better.
This small, random act of kindness epitomizes what it means to be a Centron – one who seeks to change the world because they are able and willing to try. Not only that, but one who is able to forge a relationship with others well beyond day-to-day business correspondence and go above and beyond what is expected to deliver the best service possible.
To me, that is raving fan service.