Joining me today on the podcast is Stacey Brown Randall—a returning guest and someone you're going to love hearing from again. Stacey has been on the show twice before, and today she's back to share insights from her brand-new book, The Referable Client Experience.
You may also know her as the author of the multiple award-winning book Generating Business Referrals Without Asking, and as the host of the hugely popular podcast Roadmap to Referrals. Beyond her work as a consultant and coach, she's also a wife and mom of three, bringing a grounded, real-world perspective to everything she teaches.
In this episode, we're diving into what it truly takes to create a client experience that naturally generates referrals—without the awkward asks or uncomfortable scripts. You won't want to miss this conversation.
Emotional Connection
Client Experience
Consistency in Connection
Referral Strategies
This book explores how businesses can create a client experience that generates referrals.
The focus is on being a referrable business to begin.
It is important to create a referable client experience beyond just delivering results.
Understanding how people feel when referring others, not just the results, highlights the need for a repeatable process to ensure consistent positive results .
Focusing on client feelings is crucial for generating referrals.
Intentionally craft a client experience to align with desired outcomes.
"Ideal Client Reaction Script" involves identifying 3-5 key emotions or reactions clients should experience and ensuring your process is crafted to achieve these outcomes.
Having a repeatable process allows for consistency in approach and delivery.
Clear SOPs that are documented encourages the client experience to be analyzed from start to finish.
AI has a place in client experience models, but it cannot replace human connection.
Identify which touch points can be automated, and which should be done by a human.
Facebook: Scarlet Thread Consulting
Instagram: @ScarletThreadATL
Website: ScarletThreadConsulting.com
LinkedIn: Michele Williams
Email: stacey@staceybrandall.com
Instagram: @staceybrownrandall
Facebook: Stacey Brown Randall
YouTube: Referrals Without Asking
LinkedIn: Stacey B Randall
Website: Stacey Brown Randall
The Designers' Inner Circle - Become a Member Today
The Referable Client Experience by Stacey Brown Randall
