Host: Michael Fanning, SVP at Windermere Real Estate & Co-Owner of Windermere CoachingGuest: Stacy Brown Randall, Referral Expert & AuthorStacy 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 ExperienceIt's not just about doing great work—it's about how your clients feel working with you.Getting more referrals from people already referring you (covered in first book)Generating referrals from your client experience (covered in new book)Getting new people to refer you (future book)1. New Client StageAddress the "quiet voice"—what clients are thinking but not sayingCombat potential buyer's remorseTools: Journey cards, expectation mapsShow clients visually what to expect (60% of adults are visual learners)2. Active Client StageBeware of the "lull of complacency"Navigate the waiting game without losing connectionBalance work touchpoints with relationship buildingDon't just email updates—create meaningful touchpoints3. Alumni Client StageAvoid the disappearing actMaintain relationship building after the transactionRemember: clients have 8-9 year cycles and can refer you every yearScale 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 experienceHost 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 networkingGet Stacy's New Book: The Referable Client ExperienceConnect with Stacy:Website: stacybrownrandall.comPodcast: Roadmap to Referrals (new episodes every Tuesday)Instagram: @stacybrownrandallLinkedIn: 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 RandallSubscribe to Windermere Ask a Coach for more conversations with industry experts and practical strategies for building a thriving real estate business.Be awesome, help somebody, and make it a great day!Episode OverviewKey Topics CoveredThe Referable Client Experience FormulaThe Three Foundational Referral StrategiesThe Three Client StagesKey TakeawaysAbout Stacy Brown RandallResourcesQuote to Remember

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