Roadmap to Referrals

Episode #385: The Referable Client Experience: Tackling Part 1

Host: Stacey Brown Randall
Date: October 28, 2025

Episode Overview

In this episode, host Stacey Brown Randall introduces her new book, The Referable Client Experience, and provides listeners with a detailed breakdown of Part 1: “Feelings Drive the Experience.” Stacey focuses on what makes a client experience truly referable and actionable strategies to help business owners intentionally shape every step for better referrals—without manipulation, incentives, or even asking.

Key Discussion Points & Insights

1. New Book Launch & Context (00:50–04:45)

• Stacey celebrates the launch of her new book and highlights where to purchase it in different formats.
• She outlines some special, time-limited bonuses for readers (digital workbook, bulk discounts, and a masterclass).

2. Book Structure and the Focus of Part 1 (04:46–10:05)

• Book Structure:
  • Part 1: Feelings Drive the Experience
  • Part 2: Connect the Stages of the Client Experience
  • Part 3: Bridge the Gap to Referrals
• Core Question for Part 1:
  “Do you know what it’s like to work with you?”
  Stacey urges listeners to put themselves in their clients’ shoes and reflect honestly on the client’s real experience.
• Small Business Superpower:
  Small businesses can offer highly tailored client experiences that larger competitors can't easily replicate.

  “Being small is actually your superpower because it allows you to provide a tailored client experience that big businesses only dream about.” (06:45)

3. Why a Referable Client Experience is Unique (07:00–08:15)

• A referable client experience goes beyond great work—it also focuses on relationships.
• It's inherently difficult to copy because it’s based on authentic, intentional personal touches.

  “One of the best parts of having a referable client experience is that it becomes impossible to copy… because it focuses on not only delivering great work, but also on the relationships you build.” (07:30)

4. Defining and Mapping the Client Experience (08:16–12:00)

• Understanding the Client Experience:
  • What is it?
  • When does it start and end?
  • What formula ensures it’s referable?
• Three Stages: Listeners are teased that the book delves into a three-stage structure for client experiences (more detail to come in later episodes).

5. Two Crucial Exercises in Part 1 (12:00–17:30)

Stacey stresses the importance of not skipping these foundational activities:

• Exercise 1: Mapping Your Current Client Experience
  • Take stock of every step you’re already doing when working with clients, whether intentionally or by happenstance.
  • Write it down (analog or digital): only then can you identify where to refine and where you shine.

  “You have a client experience. It may be very fly by the seat of your pants… but as you work with more clients, you realize you do the same things over and over again.” (13:50)

• Exercise 2: Determine Desired Client Feelings (“Ideal Client Reaction Activity”)
  • Decide, in advance, how you want clients to feel as they go through your process.
  • Narrow it down to the most important feelings/emotions, so that every client interaction supports these intentions.

  “It’s really important you know, like, what emotions do you want to evoke from your clients and being really clear on what that is, because that will drive the type of additional things that you put into your client experience.” (16:30)

6. Why These Exercises Matter (17:32–19:15)

• These steps form the bedrock of a referable practice.
• For some, this may require only tweaks; for others, a deeper overhaul—either way, intentional improvement is the goal.

  “For some of you, it’s going to be really like minor tweaks, which is awesome. For others of you, you may feel like it’s a little bit of an overhaul, but it’s improvement nonetheless and you need to be focused on it and you got to be willing to do it.” (18:10)

Notable Quotes & Memorable Moments

• On the value of being small:
  “Being small is actually your superpower...” (06:45)
• Why a referable client experience is personal:
  “One of the best parts of having a referable client experience is that it becomes impossible to copy…” (07:30)
• On mapping your client experience:
  “You have a client experience...you do the same things over and over again. You know, the agreement that they sign is provided and then there’s an email that goes out that says that you received it...” (13:50)
• On defining client feelings:
  “It’s really important you know, like, what emotions do you want to evoke from your clients… that will drive the type of additional things that you put into your client experience.” (16:30)
• On continuous improvement:
  “For some of you, it’s going to be really like minor tweaks, which is awesome. For others of you, you may feel like it’s a little bit of an overhaul, but it’s improvement nonetheless and you need to be focused on it and you got to be willing to do it.” (18:10)

Timestamps for Key Segments

• 00:50–04:45 — Book launch context and bonus offers
• 04:46–10:05 — Book structure and Part 1 overview
• 06:45 — “Being small is your superpower”
• 07:30 — Why a referable client experience is unique
• 08:16–12:00 — What is a client experience? Definitions and nuts & bolts
• 13:50 — Why you need to map your current process
• 16:30 — The importance of intentionally deciding how you want clients to feel
• 18:10 — Improvement: tweaks vs. overhaul

Action Items & Next Steps

• Listen for the breakdown of Parts 2 and 3 in upcoming episodes.
• Don’t skip the exercises in Part 1 of the book: Map your client experience and define your desired client feelings.
• If interested, check out special bonuses, including workbooks, discounts, and the Masterclass at ReferableClientExperience.com.

Episode Tone

Stacey’s style remains direct, encouraging, and practical. She gently but firmly pushes listeners to take immediate, concrete actions—emphasizing clarity, reflection, and intentionality rather than hustle or gimmicks.

For more details and access to resources mentioned, go to staceybrownrandall.com/385.