Good Customer Service Attracts Referrals...Right?

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The authors of "Truth or Delusion: Busting Networking's Biggest Myths" say good customer service is simply expected.

Your referral source has a strong interest in making sure everyone comes out a winner

A dangerous belief lurks deep in the hearts and minds of many small business owners: If you provide good customer service, people will refer business to you.

Sorry, say the authors of a new book called, "Truth or Delusion: Busting Networking's Biggest Myths" (Nelson Business, ISBN 0785223207). No such luck! Good customer service...brace simply expected.

"People don’t refer you because you meet minimum expectations," explains New York Times best-selling author Dr. Ivan Misner. "They refer you because they expect you to do a good job, which enhances their relationship with the person they are referring. If you want people to risk their reputation by referring customers to your business, you'd better be doing something outstanding."

Networking -- also referred to as word of mouth, or referral marketing -- is all about building relationships based on trust and mutual gain. "Your referral source has a strong interest in making sure everyone comes out a winner," adds Misner. "She knows that when the happy customer comes back to you again and again, you’re more likely to send business her way when the need arises. The great service you provide to the customer comes back to you in the form of a stronger relationship with your referral partner."

The "good customer service" myth is just one of many networking bloopers Misner and his co-authors debunk in "Truth or Delusion." The book is available via at:

Questions? Call Dr. Ivan Misner at BNI Headquarters in the USA at 1-909-608-7575.

BNI ( ) is a referral networking organization, with more than 4,400 groups in 33 countries worldwide. BNI's Founder & Chairman, Dr. Ivan Misner is the author of several book's including the NY Times best-seller, "Masters of Networking," ( and the recently released "Truth or Delusion" ( He is also the Senior Partner for the Referral Institute (, a referral training company with operations around the world.


Michael R. Drew

Phone: 512-858-0040

Fax: 512-857-9428

16208 Crystal Hills Drive

Austin, TX 78737-9009

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