Roadmap to Referrals

What do you call your past clients?  And how do you continue the client experience when they are done being a client so you make sure they come back as a repeat client and send your referrals?  This episode is all about leveraging the final stage of client experience.  All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/162 .  

I love it when I can bring on business owners to discuss how they put something into action that they learned through one of my program and the success they had doing it.  We're back with another interview as Jackie Ho of ho&lacy Architecture as she walks us through her firm's active client stage.  We discuss her biggest ah-ha about tweaking her client experience after she went through the Sticky...

Every 10th episode we pause allowing me to answer listeners questions. This episode - #160 - we're answering your questions on the client experience. Questions about the best and worst stage to ask for a client to be a reference, what's the stage before the client experience starts and reasons why COIs refer but not clients.  Resources for this episode can be found on the show notes page www.stace...

We are knee deep in our Client Experience Series and continue to look at each of the 3 stages of the client experience, with this week's episode focused on the active client stage.  If you've been following along, then you know the active stage follows the new client stage.  But depending on the type of business you have, the active stage might last indefinitely or might have an end date. In this...

In the previous episode on the Roadmap to Grow Your Business podcast, we dug into the first stage of the client experience. The new stage. In this episode I interview Erin Smith of Cultivating Connections Travel Planners so she can share how she took the parts I teach in the new client stage and put it to work in her business.  For resources mentioned in this episode, you can check out the show no...

We've talked about the definition of the Client Experience, when it starts, when it ends (if it ends).  We discussed the two-part formula that makes up the client experience and gave you a high-level overview of the 3 client experience stages.  Now we will take a few episodes to dig in to the 3 individual stages and hear from business owners along the way who have already put what you're learning...

If you've followed this podcast for awhile (or are a member of any of my programs and participate in my free training), you know when I teach - I go step-by-step and break things down to make understanding and implementation easier.   As we are learning the ins-and-outs of the client experience (CX), a key piece to "seeing" it within your business is understanding the 3 stages of the CX.  The 3 st...

As we start to build or tweak or refine your Client Experience, we need to get the foundational parts in place of the CX.  We're calling this episode the nuts and bolts.  Specifically answering when the CX starts, when (or if) it ends and the 2 part formula that makes up the CX.  Resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/155 . 

When helping business owners create their own client experience, we start with one particular activity to help them decide what type of experience to build. From this activity, we create the experience touch points that evoke the emotions they want their clients to have while working with them. I unpack the steps of this activity - start to finish - in this episode.  You can find the resources men...

A strong, intentional and sticky client experience does many things for your business.  In this episode, we look at 4 bottom line impacts the right client experience can have on your business. You already know I'm going to say receiving referrals is one of the 4 (and a personal favorite of mine) but what are the other 3? Let's dive in.  All resources mentioned in this episode can be found on the s...

For a long time fixing a client's problem was the extent businesses went to for their clients to ensure their loyalty and repeat business. While customer service is important as it solves any problem encountered by a client with your company, it's just one part of how  client will judge your company. Let's talk about why.  All resources mentioned on this page can be found on the show notes page at...

When I teach the strategies, tactics and methodology of my Referrals Without Asking process, I am making one major assumption. And that is that you're referable. Meaning you have a client experience that delivers quality work and builds the right relationship. So I'm going to explain the ins and outs of the client experience in a series of mini-lessons so you can improve, tweak or create an intent...

One hundred and fifty episodes.  150 episodes!  It's mind blowing to think about hitting this milestone. When I started, I wondered if I would hit it.  I mean, I always planned to hit this milestone when I started but 150 weeks is a long time. But together, we did it. Yes, with your continued listening, feedback, suggestions for topics, amazing reviews, 5 star ratings and high fives... we hit this...

Share and tell... the grown up version of "show and tell."  Join me for my first "on-location" episode as I record from my favorite writing spot in Asheville and dish about the newest book I'm writing (book #2), specifically the hang ups I'm facing.  Plus I've announced the date for the next live Referrals Challenge... just a few weeks away in May so snag your spot now at www.staceybrownrandall.co...

We are continuing on with breaking down the six layers of the referral strategy with layer #5, which is focused on planting referral seeds with new clients.  This episode brings into light an area we haven't discussed on the podcast in way too long... which is having a sticky client experience and being referable.  This is where it all starts so it's fitting we dive in deeper.  On this episode we...

Over a series of episodes we've been breaking down the six layers of the referral strategy. The first two layers are plans you need to have, the existing referral source plan and the potential referral source plan. The other 4 layers are language tactics, tools in your toolbox you need for specific moments to help you generate referrals and create more referral sources. In this episode we break do...

Second quarter is starting... and now is the time to put a referral plan in place to take care of your referral sources.  In this episode I break down the who, what, when, why and how of referrals so you can get started the right way! All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/146 . 

So in the last episode (#144), I went on a rant talking about how we should be caring for our referral sources, not testing them. If you missed it, well, I encourage you to go listen to it.  Because this week's episode is a discussion with my buddy Jordan Ostroff based on the previous episode.  Let's just say it all started with a LinkedIn post by Jordan about referrals in which someone (who will...

Even today - in 2021 - there is something very wrong with how referrals are discussed, handled and taught.  There is a dangerous mindset out there that is doing damage to what I call the "collective referral mindset."  The collective referral mindset is how we - collectively - think about referrals.  The mindset has been dominated by one thought for decades.  You guessed it, the asking for referra...

I felt it was time to re-visit the fundamental philosophy of how referrals without asking works.  Specifically because what's on deck in two upcoming episodes. Meaning I want to make sure you're crystal clear on the referrals without asking philosophy, how we define referrals, who's in the cast of characters and what a referral is really all about. This foundation will help you understand why I th...

When developing a referral strategy there is one important skill you need to learn and have in place. It has to do with the 2nd layer of the referral strategy. ..it's the the ability to know how to turn clients and contacts into referral sources.  On today's episode I invited fellow Growth By Referrals student Jackie Ho, an architect, to share her journey on learning and executing on the strategy...

In a previous episode I broke down the first layer of your referral strategy... how to receive more referrals from your existing referral sources.  In this episode, we look at layer 2... how to turn clients and contacts into referrals sources.  Most of us will need to know how to turn the people we wish would refer us into actual referral sources.  We call this layer - layer #2 - the potential ref...

It's the number one question I've been receiving since the new year started... "How did referrals fare in 2020?"  I looked over the data of how my clients in the Growth By Referrals program did to gather a few significant and key points.  We looked at industry, how long they had been cultivating referral from their referral sources and if they continued with their 2020 touch point plan regardless...

Sometimes the best way to learn and then apply what I teach about generating referrals without asking is through understanding how it worked for another business owner.  As I teach you the first layer of your referral strategy, hear from David Ferguson, a financial planner, on what he learned and experienced as he put the first layer of his referral strategy in place.  He shares the lightbulb mome...

Last three episodes we've been digging into referral sources. Understanding who they are, the relationship you have with them, if they are active or not active. In this episode, #138, I'll show you why knowing who your referral sources are is so important.  In a previous episode I introduced the concept of looking at your referral strategy from a layering approach. The first layer of that strategy...