Staffing & Recruiter Training Podcast

In this episode of The Rainmaking Podcast, Scott Love welcomes back Stacey Brown Randall, author of The Referable Client Experience: A Proven Method to Generate Referrals Without Asking. Stacey shares her science-based framework for creating client experiences that naturally generate referrals—without the awkwardness of asking. She explains that client experience is not just about doing great work; it’s about how clients feel when working with you. Professionals who intentionally design their client journey to include both excellent results and meaningful relationship-building touchpoints create the emotional connection that makes them truly referable. Stacey outlines her three-stage model—New, Active, and Alumni—and shows how to tailor communication and touchpoints at each phase to build trust and loyalty. She also discusses “referral hot zones,” those key moments when clients are most likely to refer, and how to identify and leverage them strategically. By focusing on both client emotions and relationship