Raving Fans: A Revolutionary Approach to Customer Service

The Area Manager calls Charlie, who answers and tells him a taxi is waiting outside. It is an incredibly well-kept car, and the driver, Dennis, is extremely attentive and responsive to the Area Manager’s needs.

Dennis says that one day while sitting in the taxi line, he had a great awakening. He decided to make his customers the main focus of his job, and he’s now reaping the rewards with a loyal core of regulars. Changing his attitudes and focusing on talking to his customers in a personable way without letting his own frustrations enter the discussion made people more comfortable around him, which in turn made his job feel more positive.

The Area Manager arrives to meet Charlie at the golf course, where he expresses his delight with Dennis’s service and announces that he’s now his Raving Fan. During their game of golf, the Area Manager tells Charlie he’s ready for the final secret.

To teach him this, Charlie drives the Area Manager to a secret location—then teleports him to a different part of the country. The Area Manager is no longer surprised by Charlie’s magic and allows Charlie to let him in on the third secret for creating Raving Fans.