Description

In this episode of Rooted & Relentless, Steph kicks off the Stakeholder Experience Series by breaking down why your clients are more than just the people currently paying you and why past clients and even your clients’ clients are part of your business ecosystem too.

This conversation reframes client experience as a leadership responsibility, not a customer service task.

Because when you truly lead your client relationships, the ripple effect shows up everywhere: retention, referrals, reputation, revenue — and the kind of impact your business has beyond you.

In this episode, Steph covers:

1. Why client experience is a strategic ripple effect, not a “nice to have”
2. How dazzling your clients fuels retention, referrals, and easier marketing
3. The real difference between managing clients and leading the relationship
4. Four practical ways to elevate your client experience without overgiving:
5. Clear communication & expectation setting
6. Proactive leadership (anticipating needs, not waiting for direction)
7. Being EXTRA on purpose (without burning out)
8. Evolving alongside your clients as they grow
9. Why silence creates stories — and how unspoken expectations quietly erode trust
10. How to normalize feedback early and often (and turn it into better offers)
11. The overlooked power of re-engaging past clients
12. Why your work enables your clients’ impact — and how that responsibility compounds

This episode is about more than client satisfaction.

It’s about building a reputation that carries you into rooms you’re not in.

Because when people feel held, guided, and genuinely cared for — they stay, they buy again, and they tell everyone.

🔗 Want to step deeper into my world?

If this episode had you nodding along, you’ll love these next steps:

Join the Rooted & Relentless Mastermind Waitlist. High-touch coaching for service-based business owners ready to stabilize, scale, and lead with clarity
https://www.stephrubio.com/groupcoachingwaitlist

Book a Decision Intensive to Nail Your Client Experience Strategy. A 90-minute intensive to make Client Experience a priority, design your path to doing so, walk away with a clear, actionable plan to make it happen
https://www.stephrubio.com/small-business-consulting

Connect with me on Instagram → @virtually_stephrubio: https://www.instagram.com/virtually_stephrubio
Come tell me how you’re being EXTRA for your clients.