The correct answer is:
B. They refer your service to others without your knowledge.
The Wisdom Behind The Answer
The strongest report card of a relationship is an unsolicited referral. Staying with you through problems is a
nice sign of loyalty, but not as powerful as receiving their business and receiving a referral. Getting a call
from a customer notifying you when a competitor calls indicates a good relationship, but shows your orders are in
jeopardy. And just because a customer calls you back, does not mean they are loyal to you in any way. Loyalty is
defined by repeat business and unsolicited referrals.
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