Roadmap to Referrals: Episode #359 – “Why Don’t I Get This From Clients…” (The Scenario Series)
Release Date: April 29, 2025
Host: Stacey Brown Randall
Introduction
In Episode #359 of the Roadmap to Referrals podcast, host Stacy Brown Randall launches the Scenario Series, a new segment dedicated to dissecting real-life referral challenges faced by professionals across various industries. This particular episode, titled “Why Don’t I Get This From Clients…”, delves into a scenario presented by a mortgage broker struggling to obtain referrals from clients beyond their immediate family and close friends.
Scenario Overview
The episode centers around a question submitted by a mortgage broker:
"I get repeat business and family referrals from past customers, but I'm not seeing many referrals from my clients to their friends or business associates."
— Mortgage Broker, [00:05]
The broker observes a pattern where referrals predominantly come from personal connections rather than professional networks, such as friends or business associates of the clients.
Analyzing the Challenge
Stacey begins by acknowledging the mortgage broker's concern, emphasizing the importance of understanding the underlying reasons for the lack of broader referrals.
"The issue with generating client or generating referrals from your clients to their work friends and business colleagues is typically situational."
— Stacey Brown Randall, [00:18]
She explains that referrals often depend on the context in which services like mortgage brokering are discussed. Conversations about mortgages typically arise in personal settings rather than professional ones, influencing where referrals originate.
Actionable Steps for Intel Gathering
To address the mortgage broker’s dilemma, Stacey outlines a structured approach for gathering insights—a process she refers to as "intel gathering." This method aims to uncover the dynamics of how referrals are shared within clients' professional circles.
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Select Key Clients
Choose four to five clients who have referred family members or close friends."Pick four or five clients who have referred a family member or have referred a very close family friend to you."
— Stacey Brown Randall, [04:30] -
Schedule Brief Conversations
Reach out to these clients requesting a ten-minute discussion focused on improving the mortgage broker's business strategies."Ask them if they have time for like a 10-minute conversation about something you're working to improve in your business."
— Stacey Brown Randall, [06:15] -
Conduct Purposeful Discussions
During the call, express gratitude for past referrals and inquire about the contexts in which mortgage conversations arise in their professional lives."Thanks for referring your cousin and your mom to me. There's nothing better than knowing I'm worthy of a referral to the people who mean the most to you."
— Stacey Brown Randall, [10:45]She suggests pivoting the conversation to understand whether mortgage needs are discussed in professional settings, such as networking events or workplace interactions.
"I'm trying to understand if the topic of buying a home and the need for a mortgage comes up during your networking events or when you're talking to a colleague at work."
— Stacey Brown Randall, [12:30] -
Collect and Analyze Feedback
The goal is not to solicit referrals during these calls but to gather valuable information on whether and how mortgage-related conversations occur in clients' professional environments."The goal is to understand if they find themselves in conversations where a colleague would actually talk about needing a mortgage."
— Stacey Brown Randall, [19:20]
Key Insights and Strategies
Throughout the episode, Stacey emphasizes several critical insights:
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Context Matters: Understanding where and how referral conversations occur is essential. Personal referrals naturally flow in environments where personal matters are discussed, whereas professional referrals require different strategies.
"We all have people or groups of people in a particular role or a field, or maybe they all belong to an association, right, that we think should refer us. But that's not always the case."
— Stacey Brown Randall, [22:10] -
Avoid Forcing Referrals: Attempting to push clients to refer within professional circles can damage relationships. Instead, focus on organically uncovering opportunities where referrals might naturally arise.
"Trying to get your clients to refer their colleagues by asking them to do it is a way to burn up a lot of relationship capital."
— Stacey Brown Randall, [24:15] -
Customized Approaches: Tailor referral strategies based on clients' professional settings. For example, corporate clients might have different referral dynamics compared to small business owners.
"Make sure you're using scenarios that they can relate to because that helps us not to become a confusing conversation for them."
— Stacey Brown Randall, [18:50] -
Collaborate on Solutions: Encourage clients to share their genuine experiences and thoughts, which can reveal deeper insights into referral patterns and potential avenues for growth.
"Hearing another person's words, your client's words, is way more valuable than anything I'm going to tell you."
— Stacey Brown Randall, [28:05]
Conclusion and Resources
Stacey wraps up the episode by reiterating the importance of understanding clients' contexts before attempting to broaden referral sources. She encourages listeners to revisit the detailed steps provided in the episode by accessing the transcript and show notes.
"The process of identifying clients, reaching out, scheduling a call, and then following that script is really good for intel gathering."
— Stacey Brown Randall, [26:40]
Listeners are directed to additional resources available on her website for deeper engagement and support in building a referable business.
"You can find the link to Join us for our spring training for referrals at stacybrownrandall.com forward/359."
— Stacey Brown Randall, [28:50]
Stacey concludes with a reaffirmation of her mission to help professionals generate referrals naturally, ensuring they remain in their expert space without the stress of constant selling.
"Take control of your referrals and build a referable business. Bye for now."
— Stacey Brown Randall, [29:55]
Notable Quotes with Timestamps
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Introduction to Scenario Series
"For the next few episodes, I'm going to be doing what I'm calling the scenario series."
— Stacey Brown Randall, [02:15] -
Importance of Context
"The issue with generating client or generating referrals from your clients to their work friends and business colleagues is typically situational."
— Stacey Brown Randall, [00:18] -
Intel Gathering Homework
"Pick four or five clients who have referred a family member or have referred a very close family friend to you."
— Stacey Brown Randall, [04:30] -
Avoiding Overwhelm
"If you need to ask 10 people to get four or five who have time to schedule with you, so be it."
— Stacey Brown Randall, [08:10] -
Respecting Relationship Boundaries
"Trying to get your clients to refer their colleagues by asking them to do it is a way to burn up a lot of relationship capital."
— Stacey Brown Randall, [24:15]
Final Thoughts
Episode #359 of Roadmap to Referrals offers a nuanced approach to understanding and enhancing referral strategies. By focusing on intel gathering and respecting the natural flow of referrals, Stacey Brown Randall provides actionable insights for professionals seeking to expand their referral networks without compromising their relationships or professional integrity. This episode is a must-listen for anyone looking to generate referrals organically and sustain a thriving, referable business.
Connect with Stacey Brown Randall:
- Website: stacybrownrandall.com
- Podcast Show Notes: stacybrownrandall.com/359
- Spring Training for Referrals: stacybrownrandall.com/springtraining
This summary captures the essence of Episode #359, providing key discussions, insights, and actionable steps shared by Stacey Brown Randall. Whether you're a mortgage broker or a professional in another field, these strategies can help you navigate the complexities of generating referrals naturally.