Roadmap to Referrals Ep #386: The Referable Client Experience: Tackling Part 2

Host: Stacey Brown Randall
Date: November 4, 2025

Episode Overview

In this episode, Stacey Brown Randall continues her series on her newest book, "The Referable Client Experience," focusing on Part 2: Connecting the Stages of the Client Experience. She offers a high-level, practical breakdown of how professionals can intentionally structure the client journey—from onboarding (New), active service (Active), to post-engagement (Alumni)—blending both work and relationship-building touchpoints. Stacey underscores the importance of designing each phase to drive emotional connection and, ultimately, generate client referrals without manipulation, asking, or incentivizing.

Key Discussion Points and Insights

1. Context and Framework of the Book

• Stacey reminds listeners that the book is structured into three parts:
  • Part 1: Feelings Drive the Experience (covered in Ep #385)
  • Part 2: Connect the Stages of the Client Experience (this episode)
  • Part 3: Bridging the Gap to Referrals (to be covered next week)
• The focus today: Recognizing and intentionally designing each client stage—New, Active, Alumni—to strengthen relationships and elevate the likelihood of referrals.
• Stacey clarifies:

  “I am not reading the book… I do want to give like a breakdown so you know what to expect and you kind of have a high level overview of each section within the book.” (02:15)

2. The Three Client Stages

• New, Active, and Alumni:
  • Some businesses have two stages; others, three.
  • Purpose: Map out your clients' journey to understand their experiences, needs, and feelings at every point.

Work vs. Relationship Touchpoints

• "So those are considered work touch points. You are also making sure you’re deploying some relationship-building touch points as well. So you’re doing both.” (04:58)
• Stacey discourages a rigid 1-to-1 ratio. Instead, aim for 20-30% of touchpoints to be relationship-based.
• Exception: For Alumni stage (where no more work is being delivered), all touchpoints should be relationship-focused.

3. Chapter Summaries Within Part 2

• Each stage is covered in a dedicated chapter, offering:
  • Primary client emotions in each stage
  • Best practices
  • Pitfalls to avoid
  • Ideas and exercises to infuse relationship touchpoints

Notable Example:

• In the New Client Stage, clients may experience “the quiet voice,” a subtle form of buyer’s remorse or anxiety.
  • Stacey emphasizes:

    “You need to know how to identify what the quiet voice is. What are the things your clients are worried about when they first say yes … and then what are you going to do to address it?” (08:18)

• In the Active Stage, beware of “the lull of complacency” if the client must “play the waiting game.”
• In the Alumni Stage, focus on keeping the relationship alive once active work ends.

4. The Power Tool: Expectation Mapping

• “It’s visually showing your clients what it looks like to work with you… There are some examples in the book. … you gotta do. It’s my favorite.” (12:22)
• Purpose: By mapping expectations, both client and provider achieve clarity, reducing anxiety and increasing perceived value.
• Stacey describes a “secret” link in the book for downloadable visual examples.

5. Common Pitfalls to Avoid

• Ignoring “quiet voice” concerns
• Letting relationships stagnate during slow phases (“lull of complacency”)
• Failing to maintain meaningful contact in the Alumni stage
• Over-indexing on work, forgetting the importance of cultivating an emotional connection

Notable Quotes and Memorable Moments

• On the ‘science’ of referrals:

  “I teach a science-backed methodology and framework that generates referrals without asking.” (00:10)

• On balancing touches:

  “We're not looking for you to be like, ‘Hey, I do three work outreaches, so now I gotta do three relationship outreaches. That would be weird, right?’” (05:14)

• Re: addressing fears:

  “It’s like buyer's remorse, right. They're feeling it, but they're not saying it…You need to know how to identify what the quiet voice is.” (08:22)

• On expectation mapping:

  “There’s always an aha moment that happens for them as the business owner, and then they get to watch and see it happen with their clients as well.” (13:12)

Important Exercise Highlighted

• Expectation Mapping (12:22–13:20)
  • Visual process to communicate and align on the client journey.
  • Strongly recommended by Stacey, with additional resources accessible through the book for deeper learning.

Useful Timestamps

• [00:00–03:15]: Introduction, context on current book series, offer for the masterclass, how to get access.
• [03:20–04:50]: Summary of the book’s three parts and today’s focus on Part 2.
• [04:51–09:39]: In-depth on stages (New, Active, Alumni), balancing work and relationship touchpoints, pitfalls explained.
• [09:40–11:34]: Detailed example of pitfalls and emotional moments by stage.
• [12:22–13:20]: Expectation Mapping exercise explained.
• [13:21–End]: Recap, further info about resources and the masterclass.

Overall Tone

Stacey’s delivery is energetic, direct, and practical. She uses humor and empathy (“That would be weird, right?”), focusing on making listeners feel capable of implementing these concepts. She emphasizes action and gives clear next steps.

Conclusion

This episode clearly outlines the roadmap for intentionally structuring client experiences to elevate referral generation. Stacey provides not just conceptual frameworks but also practical tools (like expectation mapping) and actionable guidance for each stage of the client relationship. The advice is specifically crafted to help service professionals move away from referral tactics that feel artificial and toward authentic, emotionally resonant client journeys.

For Next Steps:

• Purchase “The Referable Client Experience”
• Consider the companion workbook
• Join Stacey’s Masterclass for hands-on implementation

For more resources and information: referableclientexperience.com