Most feedback requests are disguised review requests — and customers can tell. The awkwardness doesn't come from asking; it comes from asking in a way that's about what you need rather than what you want to understand. In this episode, Alan tells the story of a veterinarian who dreaded asking for reviews for years — until one question changed what came back. You'll get the One Feedback Question — *"Was there a moment when you knew this was the right decision?"* — and three ways to deliver it: in person at the close, by email a couple of days after, or as a 30-day follow-up. The question invites a story instead of a rating, and produces the language your best customers are already carrying — the most valuable marketing copy your business will ever have.

This week's Small Action: Think of one past customer whose experience you believe was a good one. Send them a personal message with the One Feedback Question: "Was there a moment when you knew this was the right decision?" When they respond, write down their exact words — don't paraphrase. That language belongs in your marketing. That's the next piece of your Fan Plan — the plan every FanMaker builds, one small action at a time.

Resources mentioned:

- The Raving Fans Scorecard (free — 6 questions, about 2 minutes): https://attractravingfans.com/scorecard/

Next week — you've collected a story; now we make it reach the next person: why some reviews get passed around and others just sit there, and how to help a customer tell the fuller version that moves someone deciding whether to choose you.

©2026 Attract Raving Fans - All rights reserved.

Exceptional moments create raving fans. Inconsistency erodes them — quietly, invisibly, without producing a single complaint. In this episode, Alan's example story is about Amelia, a business owner and physical therapist whose most loyal patients all shared one small moment — the day she told them they'd earned the right to call her "Millie" — a moment she'd been giving unevenly for years without realizing it.

Plus, you'll learn about the Consistency Audit. A simple three-question process to find the three to five moments your best customers always experience, spot which are slipping through the cracks, and write the simplest version of how to make the most important one happen with every one of your own customers. The goal isn't a perfect experience — it's a reliable one.

This week's Small Action: Run the Consistency Audit on one moment instead of five. Pick the moment you'd hate to find out a customer never got — if you've been doing the Part 4 small actions, it's probably the Turning Point, the gesture, the Recovery Response, or the post-delivery touchpoint. Then ask it honestly: does that happen every time, or only when you remember? If it's the second one, write down the trigger — not what the moment is, but exactly when it happens. One sentence. Then mark the four things you've built this month: trigger, or memory? You don't have to fix them today; you just need to know which ones are running on memory. Drop it into your Fan Plan — the plan every FanMaker builds, one small action at a time.

Resources mentioned:

- The Raving Fans Scorecard (free — 6 questions, about 2 minutes): https://attractravingfans.com/scorecard/

Next week — "How to Ask for Feedback Without Being Weird." You've built a solid customer experience; now we start on the story your customers tell about it — beginning with how to find out what that story actually is.

©2026 Attract Raving Fans - All rights reserved.

Most businesses treat the finished job as the end of the relationship. But the post-delivery window — the days and weeks a customer spends living with the result — is when the story they'll tell about you is actually written. In this episode, Alan tells the story of Wes, a roofing contractor who texts every homeowner a drive-by photo thirty days after the job ("still looking good up there") and became the most-mentioned contractor in his category in his city — not because his work was better, but because nobody else was still showing up a month later. You'll learn the Post-Delivery Arc — three touchpoints (the Day-After Check-In, the 30-Day Follow-Up, and the Meaningful Milestone) — that keep you present during the window when your customers are deciding what to say about you.

This week's Small Action: Think of the last job you finished, and let the date decide. Wrapped up yesterday? Text to ask how it feels today. About a month ago? Drive by, take a picture of the work, and send it. Longer than that? Find the thing worth marking — a year in the house, a first winter under that roof — and say so. One customer, one message, today. Then set the next one up: take the job you're about to finish, count thirty days from it, and set a reminder for that date with the customer's name — a date and a name is the whole system. Your Fan Plan — the plan every FanMaker builds, one small action at a time — just got one step stronger.

Resources mentioned:

The Raving Fans Scorecard (free — 6 questions, about 2 minutes): https://attractravingfans.com/scorecard/

Next week — The Most Underrated Raving Fan Strategy: a great moment now and then doesn't build raving fans — a reliable one does. We close this 4 Part series on the thing that holds all of it together.

©2026 Attract Raving Fans - All rights reserved.