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  1. Sam
    March 7, 2012 @ 9:15 am

    Great post Darren
    For those of us who live or die by referrals, think about the words “guilt” and “anger” and how they relate to successful referrals. At their most basic level, “guilt” means that I owe you and “anger” means that you owe me. You will never get a positive referral from an “angry” customer who still feels you owe them (you did not meet their expectations). However, a customer who feels that you delivered beyong their expectations (who feel they still owe you) will send you referrals to get rid of their “guilt”. Make sure you acknowledge their referral (payment of debt) in an appropriate way.
    Be mindful that past customers who haven’t referred other work to you, are either “guilty” or “angry” and it is your responsibility to know which category they are in.

    • Darren
      March 7, 2012 @ 10:57 am

      Sam…your comments and insight are always appreciated and welcome! Thank you!