Is it worth losing a referral source? In the world of referral marketing, we often explain to specialists that the patient is not the primary customer. Although we always encourage you to have five-star customer service for patients, your primary customer is the referring practice. The loss of referring practice is painful and difficult to replace. So, if you have an unhappy referrer, you should look to quickly understand the source of the complaint and offer immediate solutions in order to solve the problem as quickly as possible.