EP 239: How to Create a Referable Client Experience with Stacey Brown Randall

In this episode of The Weekly Wealth Podcast , Certified Financial Planner ™ David Chudyk sits down with referral expert and author Stacey Brown Randall to uncover the secrets behind a truly referable client experience . Stacey explains why great service isn’t enough , how to turn everyday clients into raving referral sources , and why asking for referrals can actually hurt your business . Whether you’re a financial advisor, business owner, or sales professional, this conversation will help you re-engineer your client experience so your business grows organically—without cold calls, gimmicks, or awkward scripts. 👉 Grab Stacey’s book: The Referable Client Experience ⏱️ Episode Timestamps 00:00 – Intro: Why referrals are the ultimate financial planning tool 01:00 – Meet Stacey Brown Randall: Referral coach, podcaster, and author 03:00 – Podcasting longevity & creativity: How podcasts build connection and credibility 04:00 – Customer Service vs. Client Experience: Understanding the difference 06:00 – Why most people mislabel “referrals” and what to track instead 07:30 – How small businesses can outshine big companies in experience 10:00 – The 3 Stages of Client Experience: New → Active → Alumni 12:00 – The 50/50 Formula: Great work + relationship touchpoints 16:00 – Overcoming “The Quiet Voice” of buyer’s remorse 18:00 – Example: Sending a “journey card” or handwritten note that reassures new clients 21:00 – Avoiding complacency during long-term client relationships 22:00 – Cookie Box Example: A creative relationship touchpoint before annual reviews 25:00 – Why not every happy client will refer — and that’s okay 27:00 – The Science Behind Referrals: Why you should never ask for them 30:00 – Centers of Influence: How to approach COIs the right way 33:00 – How Stacey works with clients & the programs she offers 35:00 – Lifetime value of a referral & compounding business growth 36:00 – What wealth means to Stacey Brown Randall: Freedom of choice 37:00 – Final Tip: Identify your current referral sources—the “low-hanging fruit” 39:00 – Bonus Content: How listeners can apply the episode immediately 💡 Key Takeaways Client experience = how they feel working with you Great work alone isn’t enough; add relationship touchpoints Avoid the “ask” — referrals come from helping others , not self-promotion Identify who’s already referring you and nurture those relationships first 📚 Resources Mentioned Book: The Referable Client Experience by Stacey Brown Randall Website: staceybrownrandall.com Podcast: Roadmap to Referrals by Stacey Brown Randall Weekly Wealth Vision Call: weeklywealthpodcast.com/vision 🧭 Connect with David Chudyk, CFP® Website: WeeklyWealthPodcast.com Email: david@parallelfinancial.com LinkedIn | Instagram | YouTube | Facebook → @WeeklyWealthPodcast 🎧 The Weekly Wealth Podcast — helping the mass affluent live better lives through how they handle their money.