Our Hidden Customers  
"Do what you do so well that they will want to see it again, and bring their friends." 
Walt Disney

Our Hidden Customers
When we think of our very best customers, specific images come to mind. And it is unlikely that when we do this, we think of our "hidden customers." But they are there, and I would say that they are really our very best customers.

Who are these mystery people? We often talk with them daily, sometimes even more so than we talk with our actual customers. They are, of course, the people who refer us. And they can refer us more business than any one customer can ever do with us.

How we treat the people who refer us often determines whether we ever meet those we think of as our best customers. But our referral sources can do magical things for us and for our business.

Even more amazing to me is that virtually all of my very best clients, referral sources and biggest opportunities came through someone who introduced me to them. Think through your own experience and see if you agree.

So, I've begun to think of everyone who refers me as being among my very best customers too. Shouldn't you?
- Hank Frazee, Author of  Referral Upgrade   and  Before We Say "Goodnight"
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