Host: Michael Fanning, SVP at Windermere Real Estate & Co-Owner of Windermere Coaching

Guest: Stacy Brown Randall, Referral Expert & Author

Stacy Brown Randall returns to discuss her new book, The Referable Client Experience, and shares powerful strategies for generating referrals through exceptional client service. This conversation goes beyond the basics of "do great work" to reveal the systematic approach agents need to build a truly referable business.

Work Touchpoints + Relationship Building Touchpoints = Referable Client Experience

It's not just about doing great work—it's about how your clients feel working with you.

1. Getting more referrals from people already referring you (covered in first book)
2. Generating referrals from your client experience (covered in new book)
3. Getting new people to refer you (future book)

1. New Client Stage

• Address the "quiet voice"—what clients are thinking but not saying
• Combat potential buyer's remorse
• Tools: Journey cards, expectation maps
• Show clients visually what to expect (60% of adults are visual learners)

2. Active Client Stage

• Beware of the "lull of complacency"
• Navigate the waiting game without losing connection
• Balance work touchpoints with relationship building
• Don't just email updates—create meaningful touchpoints

3. Alumni Client Stage

• Avoid the disappearing act
• Maintain relationship building after the transaction
• Remember: clients have 8-9 year cycles and can refer you every year
• Scale your approach based on transaction volume

✓ Visual communication is crucial - Create buyer/seller books that map the journey from A to Z

✓ Address the quiet voice early - Normalize concerns and remove stigma from what clients are worried about

✓ Consistency beats intensity - Your biggest challenge isn't getting started—it's staying consistent when you get busy

✓ Identify your referral hot zones - Certain moments in your client experience are more likely to generate referrals

✓ New agents can compete - You don't need years of experience when you have a professional, systematic client experience

• Host of Roadmap to Referrals podcast (approaching 400 episodes in early 2026)
• Author of Generating Business Referrals Without Asking (2018)
• Author of The Referable Client Experience (new release)
• Teaches the science of referrals—how to generate referrals without asking, manipulating, or excessive networking

Get Stacy's New Book: The Referable Client Experience

Connect with Stacy:

• Website: stacybrownrandall.com
• Podcast: Roadmap to Referrals (new episodes every Tuesday)
• Instagram: @stacybrownrandall
• LinkedIn: Stacy Brown Randall

"Do great work and you'll get referrals. But you're probably not doing anything wrong—you just don't know what you don't know about bridging the gap between being referable and actually receiving referrals." - Stacy Brown Randall

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Episode OverviewKey Topics CoveredThe Referable Client Experience FormulaThe Three Foundational Referral StrategiesThe Three Client StagesKey TakeawaysAbout Stacy Brown RandallResourcesQuote to Remember