The Referable Client Experience with Stacey Brown Randall
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The Referable Client Experience with Stacey Brown Randall
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Show Summary:
In this episode, I welcome back Stacey Brown Randall, author of Generating Business Referrals Without Asking and the new The Referable Client Experience. Stacey explains why being referable starts with a client experience that creates emotional connection and trust beyond basic customer service. She outlines her three-stage client experience, shows how to meet clients where they are emotionally, and shares simple tactics like handwritten notes and intentional touchpoints that turn happy clients into natural advocates.
Takeaways:
• Referrals come from relationships, not results alone.
• Client experience is how clients feel while working with you. Feelings drive referrals.
• Customer service fixes problems. Client experience builds connection.
• Clients move through three stages: new, active, alumni. Each needs different touchpoints.
• Acknowledge the client’s quiet voice after they sign. Normalize doubts and reassure them.
• Handwritten notes are more memorable than digital messages.
• During long projects, show active clients they are seen and supported.
• Treat past clients as alumni. Maintain light, scalable contact such as holiday cards.
• Being referable combines excellent work with intentional relationship building.
• Three foundational strategies target existing referrers, current clients, and new potential referrers without asking or incentives.
Connect with Stacey at ReferableClientExperience.com for bonuses and a free chapter. Her books are available wherever you buy books. About our guest Stacey Brown Randall
Stacey Brown Randall is a business coach, author, and speaker who teaches professionals how to generate referrals naturally without asking, manipulation, or compensation. She is the author of The Referable Client Experience and Generating Business Referrals Without Asking.
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Charles Alexander has been a full-time Business Coach since 2007. He has coached over 2,000 entrepreneurs to grow their businesses and helped over 250 people start businesses. Then he decided to practice what he preached. After years of seeing the need for video marketing, he started creating Explainer Videos for Busy Professionals in 2015. That part-time business is now a full-time business with proven systems and a team.
Using those real-world experiences, I have created a boatload (well not a real boat, but you get the picture) of resources for you below, so you can start doing more by doing less!
Website - https://www.yourcharlesalexander.com/
Time Freedom Community - https://www.yourcharlesalexander.com/
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