Referrals are the lifeblood of many businesses. It’s true of freelance writers, real estate agents, lawyers, general contractors, and all sorts of other professions. That’s why you want to make sure that all your customers have a positive experience, one that is so positive they’ll tell their friends about it.

A big part of this has to do with providing good customer service and delivering on your promises, but it also helps when you go the extra mile. This is especially true when the extra mile is completely unexpected.

For instance, I had a recent experience with a mortgage broker. They get paid for referring the business to the banks, so I (as the borrower) did not have to pay any fees to the broker. All I wanted was to get a good deal on my mortgage with the terms that I wanted. And she delivered in a timely, friendly, and efficient manner.

Shortly after signing the papers for the mortgage, I received a note in the mail. At first, I thought it was just a thank you note, which would have already been pleasant. Inside, though, was a $100 gift card to an electronics store. It’s not a huge gesture, but it was definitely positive and unexpected. Will I recommend this broker to my friends if they’re looking? Absolutely. It’s all about that extra mile.