The Referable Client Experience.

A referable client experience is the key to earning organic referrals, and Stacey Brown Randall joins the show to break down how small business can get referrals without asking.

In this episode, Henry Lopez welcomes back referral expert Stacey Brown Randall to explore how small business owners can generate referrals naturally, without asking.

Stacey shares insights from her new book, The Referable Client Experience. She explains why great work alone doesn’t create referrals, and why the emotional experience you deliver matters just as much as the deliverables themselves.

Stacey breaks down the three stages of the client experience – new, active, and alumni – and how relationship-building touchpoints in each stage make clients feel seen, supported, and confident referring you.

“Great work gets you repeat business,” Stacey notes, “but relationships get you referrals.”

Henry and Stacey also discuss how to identify referral “hot zones,” reinforce relationships without being pushy, and create organic moments where referral seeds can be planted authentically.

Whether you’re a consultant, creative, coach, or service provider, this episode will help you map your client experience, balance work vs. relationship touchpoints, and strengthen the natural referral engine inside your business.

Stacey Brown Randall is an award-winning author, keynote speaker, and referral strategist who teaches business owners how to generate referrals naturally, without asking, manipulating, or creating awkward moments. Her newest book, The Referable Client Experience, expands her proven framework for building a referral-rich business through intentional client experience design.

The Referable Client Experience – FAQ:

Question: What is the referable client experience?
Answer: It’s a structured approach to creating both excellent work touchpoints and relationship-building moments that make clients feel confident and motivated to refer you without being asked.

Question: Why doesn’t great work alone generate referrals?
Answer: Great work earns repeat business, but referrals are driven by emotional trust and strong relationships, which require intentional relationship-focused touchpoints.