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.

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