Podcasts about client experience

In this episode, you'll learn how a single Ritz-Carlton philosophy can transform the way financial advisors build trust, deepen loyalty, and create unforgettable client experiences. You'll hear real examples of small but meaningful moments that turn mistakes into connection, empower your team, and elevate your brand far beyond portfolios and planning tools.You'll also discover how giving your team simple freedom, creativity, and a small monthly “surprise & delight budget” can turn everyday interactions into lasting loyalty, referrals, and genuine client love. From laptops delivered across town to coffee sent with a smile, this episode reminds us that great client experience isn't about perfection — it's about how you make people feel ✨.I hope you enjoy this new format and I look forward to delivering super fast tips & tricks with you! You can also watch this Efficient Friday as a video on The Efficient Advisor's YouTube Channel!Learn more about the Group Coaching & Mastermind HERE! Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Episode 592 of the Lawyerist Podcast shows how strengthening your leadership can become the most reliable lever for firm growth. Stephanie Everett and service expert William O'Neal break down the communication habits, value alignment, and client-experience systems that help teams build trust faster, reduce friction, and perform at a higher level.  William shares his Five Essentials of Leadership, unpacking why rapport drives efficiency, how consistent service builds loyalty, and what it takes to design a client journey your team can deliver every single day. They also explore the hidden costs of poor communication, the power of service recovery, and practical ways leaders can create more stability for both clients and staff.    Links from this episode:  https://www.williamoneal.com/    Listen to our previous episodes about Client Experience & Relationships.   #462: Designing an Empathetic Client Experience, with Kirk Simoneau Apple | Spotify | LTN   #347: How a Client Happiness Coordinator Increased My Firm Referrals & Reviews, with Ryan McKeen & Brittany Green Apple | Spotify | LTN   #338: Reframing Your Client Experience, with Spencer Keys Apple | Spotify | LTN   #271: Client‑Centered Law Firms, with Jack Newton Apple | Spotify | LTN     Have thoughts about today's episode? Join the conversation on LinkedIn, Facebook, Instagram, and X!   If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Looking for help beyond the book? See if our coaching community is right for you.  Access more resources from Lawyerist at lawyerist.com.    Chapters / Timestamps:   00:00 – Intro  05:12 – Meet William O'Neal  06:15 – Leading with Joy  07:51 – Five Essentials of Leadership  09:01 – Heart for Service  12:41 – Knowing Your Value  14:07 – What Clients Want  16:35 – Building Rapport & Trust  18:55 – Culture & Consistency  20:30 – Empathy in Client Experience  22:10 – Lessons from Chick-fil-A  24:09 – Service Recovery  25:31 – Feedback & Improvement  27:36 – Adapting to Change  29:29 – Small Acts, Big Trust  30:18 – Learn More + Closing 

In this episode, Christina shows up at the end of a long day—post-walk, unfiltered, and debating whether she should even hit “upload.” But the story behind why she almost didn't post this one is worth the listen.She also pulls back the curtain on a behind-the-scenes disaster that nearly pushed her over the edge this week. Let's just say it involves a 35-minute recording, a message from her assistant, and a very real “I might cry” moment. Christina doesn't reveal every detail here… but when you hear it, you'll feel it.From there, she shares how her best podcast ideas actually come together—and why next year's episodes are about to look very different. Think: founders, CEOs, entrepreneurs, and some surprising conversations she can't wait to bring back. If you enjoyed this episode, make sure and give us a five star rating  and leave us a comment on iTunes, Podcast Addict, Podchaser and Castbox about what you'd like us to talk about that will help you realize that at any moment, any day, you too can decide, it's your turn! 

" You do not want a business that is entirely dependent on you. You want an independent running business." -Ron Bester Ron Bester, VP of Client Experience at Successful Bookkeeper Global, breaks down why so many bookkeepers feel buried in day-to-day work and how the SODA framework helps you reclaim time, reduce stress, and build a business that doesn't rely on you to survive. In this episode, you'll learn… How to spot where your time is leaking & fix it Build simple systems that remove bottlenecks Use automation to cut repetitive tasks & free up hours Connect with Ron on LinkedIn. Time Stamp 00:00 – Why running a business is different from doing work you enjoy 03:00 – The common pitfalls small business owners face 07:00 – Why every business needs a plan, systems & an exit strategy 10:00 – Introduction to the SODA framework 12:00 – Systemize: building processes that create consistency 15:00 – Outsource: letting experts handle non-core work 17:00 – Delegate: breaking the "only I can do it" mindset 20:00 – Automate: using tech to remove repetitive tasks 23:00 – The biggest transformation bookkeepers experience with SODA 26:00 – Early wins & what shifts first 28:00 – Why most owners don't realize they are the bottleneck 30:00 – One small action you can take today 31:00 – How the SODA pre-checklist and intensive work 33:00 – Building a business that runs independently of you

What makes a client stay, year after year? In this episode, host Wes Young and co-host Justin Lakin break down the Expectation Phase of their onboarding process. It is not just about earning trust. It is about clearly defining the planning relationship, setting the rhythm for ongoing engagement, and making the value of your work obvious from day one. From high-impact tax strategies like S-corp elections and the Augusta Rule to powerful mindset reframes around balance sheets and family legacies, Justin and Wes walk through how to deliver a transformational planning experience before the ink is dry. What to expect in this episode: How to define expectations and build long-term engagement The difference between planning versus a plan, and why it matters Ways to immediately demonstrate ROI through tax ideas Tools like Planning Shepherd and strategy summaries to elevate the client experience Resources: Submit your podcast question here! The Transform Learning Series E167- The New Client Experience: Location Other Listening Platforms: Listen on Apple Podcasts Stream on Spotify Watch on YouTube Connect with Us: Instagram X Facebook LinkedIn Youtube Wes Young Live Website

This episode features an inspiring conversation between Libby and advisor Eva Stukenberg, who shares her journey from feeling stuck on the hamster wheel to building a thriving, intentional, 5X-growth practice. Eva opens up about the small shifts that created massive momentum, the mindset work that changed everything, and the systems that transformed her team, her client experience, and her quality of life. This episode is packed with practical insights for any advisor ready to move from reactive to proactive, from overwhelmed to organized, and from doing everything to doing only what matters most.

In today's episode, we'll discuss: Year-end processing doesn't have to feel like an annual stress cycle. In this episode, you'll learn five simple strategies to make December smoother, more predictable, and far less overwhelming

If your offer isn't converting, it might not be a messaging problem — it might be a traffic problem. In this episode, I'm sharing the quiet shift I'm making: focusing on daily clicks to my checkout page. Not just posting content — driving real traffic that compounds over time. If your content feels like it's not working, this one's for you. Let's talk about what actually moves the needle — and how to build for it without burning out.   RESOURCES MENTIONED NOTE: Some links below contain affiliate/referral links. It is a way for this site to earn advertising fees by advertising or linking to certain products and/or services. DISCOUNT: Code for 30+ free days of Podcast Audio Hosting through Libsyn: bossgirl RESOURCE: Need a Podcast Editor? Hire mine & tell him I referred you…The Podcast Man WORK WITH ME: Back Pocket VIP Coaching YOUTUBE CHANNEL: Subscribe >> The House of Sugar Creek MY BOOK: Snag a copy! Pillars & Purpose: How to Build a Business That Works for You RESOURCE: Contract Templates for your Business YOUTUBE CHANNEL: Subscribe to the BGC YouTube Channel and listen to my episodes via YouTube! MY 90-DAY UNDATED PLANNER: Buy it here! RESOURCE: Receive 20% off your first month or your first year with Dubsado RESOURCE: Receive 50% off your first full year with FloDesk (+ a 14-day free trial) LEAVE A MESSAGE: Click Here SEARCH BAR CONFESSIONS: Starts at 6:20 BUSINESS NUGGET: Starts at 11:50 RESOURCE: Check out Hilma products – $10 off for ya! RESOURCE: The Clarity Catch-Up Mini Workbook (FREEBIE) RESOURCE: The Clarity Code (reflection deck) RESOURCE: The Clarity Shot EPISODES YOU MIGHT ALSO ENJOY... EPISODE 546 – BUILDING JOY IN THE MONOTONY OF ADULTHOOD  EPISODE 537 – THE SIMPLEST MILLION-DOLLAR STRATEGY YOU'VE NEVER TRIED EPISODE 497 – CLIENT EXPERIENCE, HOUSE UPDATE & MORE EPISODE 447 – TIPS FOR USING CHATGPT EPISODE 397 – AI & CONTENT CREATION EPISODE 347 – CONTENT PLANNING & YOUR BLOG ARCHIVES EPISODE 297 – WHY YOU SHOULDN'T JOIN CLUBHOUSE EPISODE 247 – PILLARS SERIES: CREATING GREAT CONTENT EPISODE 197 – STOP MAKING THIS EXCUSE EPISODE 147 – BLOGGING TASKS FOR WHEN YOU DON'T FEEL LIKE WRITING FIND TAYLOR ONLINE... Blog – The House of Sugar Creek Instagram – @taylorlbradford Facebook – bossgirlcreative Pinterest – thehouseofsugarcreek TikTok – @taylorlbradford YouTube – The House of Sugar Creek YouTube – Boss Girl Creative

Today's quick episode is all about the one thing most high achievers avoid but desperately need: space to think.So many of us stay busy out of habit, even when we say we want change. But your next level doesn't come from doing more—it comes from creating room for clarity, intuition, and the ideas you can't access when you're running nonstop.I'm sharing a powerful question I'm giving all my clients for 2026:If a billion-dollar CEO took over your business and life, what are the first three things they'd remove from your plate?To grow, you need four things: clarity, confidence, space, and delegation. And if you think you don't have time for any of this—I promise, your screen time says otherwise. If you enjoyed this episode, make sure and give us a five star rating  and leave us a comment on iTunes, Podcast Addict, Podchaser and Castbox about what you'd like us to talk about that will help you realize that at any moment, any day, you too can decide, it's your turn! 

Welcome back to the show where we help financial advisors build efficient, profitable, and deeply human advisory firms. In this episode, Libby dives into the heart of creating a scalable and sustainable client service model. She breaks down the mindset shifts advisors need, the math behind revenue per hour, how to segment your book intentionally, and why aligning your service model with profitability is the key to delivering exceptional client experiences. This is a thoughtful, practical, and empowering conversation to help you reshape your ongoing service in a way that benefits you, your team, and your clients.What you'll learn in this episode: • Why advisors struggle with mental blocks around pricing, fees, and client segmentation  • How to calculate your true revenue per hour and use it to make better capacity decisions • A step-by-step process for segmenting clients and defining aligned service levels • How to avoid client subsidization and ensure each household is serviced profitably • Ways to right-size service for clients who don't meet your hourly rate, without sacrificing care or professionalism As Libby walks through each step, you'll gain clarity, confidence, and a practical roadmap to redesign your client service model so you can serve clients exceptionally well without overwhelming your team. This episode will help you work smarter, stay focused on what matters, and build a practice you love managing every single day ✨.Learn more about the Group Coaching & Mastermind HERE! Register for the December 2nd event with Adam Holt HERE! (Replay will be sent to those who've registered!) Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Webinar: See what your contacts are doing on Zillow - Mon, Dec 8 - https://followupboss.zoom.us/webinar/register/WN_-jOL8Gu3TZ2IWR_atbijlA#/registrationWhat if your biggest mistakes became the blueprint for your next business?That's exactly what Marissa Canario is doing with Apex Realty Group, which she's building from Milwaukee, Wisconsin. After building a 7th-level insurance agency and after opening 168 markets (yes 168!) as a real estate leader on a national expansion team, Marissa's now taking lessons learned to build again - with deeper obsession and a clearer value prop.She shares the key to improving both agent experience and client experience. She details her segmented approach to onboarding (and re-onboarding) agents. She explains the pitfalls to avoid in market expansion and when to know if you're ready. And she shares a vision of teams getting larger and larger in the years ahead through mergers and acquisitions.Watch or listen for Marissa's insights into:Why obsession with agent experience and client experience drives successWhat was required and what was learned by opening 168 markets in a real estate team expansionHow to improve communication and get more done by meeting people where they areHow to turn past mistakes into a tighter, more focused model with a clearer value propositionHow Marissa's segmenting and improving “one of the most important factors of your entire foundation and one of the most difficult to get correct” … agent onboardingWhy to celebrate more (and more specific) agent milestonesAI and ISAs as new leverage points for real estate teamsWays to make technology amplify rather than replace real estate agents (and what that means they should focus on)How self-awareness, network strength, and sufficient capital set you up for market expansion successWhy mergers and acquisitions will drive larger teams and what your participation in that growth might look likeAt the end, learn about the value of integrity, the ends of toilet paper rolls, the bottoms of shampoo and ketchup bottles, and fewer business books.Episodes mentioned:→ AI Voice and Texting with Kyle Draper and Tiffany Gelzinis→ Redefining the Role of the Real Estate Team Leader with Keith Anderson→The Roll-Up Strategy for Business Growth with Sam KhorramianConnect with Marissa Canario:→ https://www.instagram.com/marissacanario/Connect with Real Estate Team OS:→ https://www.realestateteamos.com→ https://linktr.ee/realestateteamos→ https://www.instagram.com/realestateteamos/

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. Show Notes Page: https://www.thehowofbusiness.com/589-stacey-randall-referable-expereince/ 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. This episode is hosted by Henry Lopez. The How of Business podcast focuses on helping you start, run, grow and exit your small business. The How of Business is a top-rated podcast for small business owners and entrepreneurs. Find the best podcast, small business coaching, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com

The holidays come fast and somehow the shopping and gifting part always seems to catch us by surprise. In this episode of Off The Wall, host David B. Armstrong, CFA is joined by Cathleen Phelps and Cecelia Gilliam from our Client Experience team as they sit down in full holiday mode to share ideas that make gifting feel fun again. From opening Roth IRAs for teens, funding 529 plans for nieces and nephews, and introducing kids to charitable giving, to practical strategies like shared family experiences, subscriptions, organizing spreadsheets, and even planning for parents who "don't need anything," the conversation covers it all. They also get into the memorable, messy, and hilarious stories that make holiday traditions special, plus creative ways to stay thoughtful without overspending. If you want ideas that actually help—without adding to December chaos—this one will brighten your season.       Please see important podcast disclosure information at https://monumentwealthmanagement.com/disclosures   Episode Timeline/Key Highlights:   0:00 – Disclaimers & Holiday Setup 2:45 – Making Gifting Joyful Again 6:55 – Smart Money Gifts for Kids & Family 10:14 – Experiences & Traditions 14:12 – Gifting for Adults & Practical Ideas 23:10 – Pets, Extended Family, Tight Years & Closing Connect with Monument Wealth Management:    David B. Armstrong, CFA on LinkedIn: https://www.linkedin.com/in/davidbarmstrong/   Cecelia Gilliam on LinkedIn: https://www.linkedin.com/in/cecelia-gilliam-86339a252/    Cathleen Phelps on LinkedIn: https://www.linkedin.com/in/catheendphelps/   Visit our website: https://monumentwealthmanagement.com/   Follow us on Instagram: https://www.instagram.com/monumentwealth/#   Connect on LinkedIn: https://www.linkedin.com/company/monument-wealth-management/   Connect on Facebook: https://www.facebook.com/MonumentWealthManagement   Connect on YouTube: https://www.youtube.com/user/MonumentWealth#Fit   Subscribe to our Private Wealth Newsletter: https://monumentwealthmanagement.com/subscribe/   About "Off the Wall":    OFF THE WALL is a podcast for business professionals and high-net-worth investors who want to build wealth with purpose. A little bit Wall Street, a little bit off-the-wall; it's your go-to for straightforward, unfiltered wealth advice on topics that founders, business owners, and executives care about.    Learn more about our host Dave Armstrong on our website at https://monumentwealthmanagement.com   

In this quick episode, you'll learn a simple but powerful tool advisors can use to maintain strong boundaries, protect their time, and still deliver a seamless client experience. We explore why scheduled send and delay delivery matter, how they shape client expectations, and how they support the structure of your Model Week.

In this inspiring episode, Nikki Sims and Andrew Jackson sit down with two of Barbell Logic's most recognizable names: Nikki Berman (Director of Client Experience) and Coach Bekah Creek (PT and longtime BLOC coach). Together, they dive deep into what strength training for moms really looks like—during pregnancy, postpartum, deployments, sleepless nights, and every chaotic season in between. Nikki shares the full arc of her journey: from chasing "skinny" through extreme dieting and cardio, to discovering barbell training, to becoming a mother of four and finding her strongest, most capable self along the way. Her candid stories—including training through nausea, the realities of relaxin, managing back-to-back pregnancies, and an unexpected home birth—offer a rare, empowering look at motherhood through the lens of strength. Coach Bekah walks through the coaching side: how to modify programming for pregnant or postpartum clients, when to push, when to pull back, and why the marathon mindset of "something is better than nothing" can be transformational for busy moms. Together, they illustrate how strength training can anchor a woman through the most demanding phases of life. Whether you're a mother, a future mother, a coach working with pregnant/postpartum clients, or simply someone looking for hope and consistency, this conversation highlights the resilience and adaptability that define strength training for moms. What You'll Learn in This Episode Why strength matters so much for pregnant and postpartum women How to modify training through each trimester The surprising benefits of tonnage-based and RPE-based programming How to navigate fatigue, nausea, sleep deprivation, and childcare Why "all or nothing" breaks moms—and how to replace it with a sustainable mindset The physical and emotional realities of postpartum recovery How coaching support changes everything for new moms The story behind Nikki's unplanned, fast home birth  Why taking up space—not shrinking—is the real goal How strength training helps moms show up better for their kids and themselves PS: Get early access to Black Friday Sales > https://bit.ly/3LmWhx2 - Save 50% on Online Coaching and Nutrition - Save up to 50% on the Barbell Academy - Gift Strength and get a bonus month   Connect with the hosts Niki on Instagram Andrew on Instagram Connect with the show Barbell Logic on Instagram Podcast Webpage Barbell Logic on Facebook Or email podcast@barbell-logic.com

In this episode, Christina Lecuyer shares the biggest themes coming up in her client conversations: from clarity struggles to major breakthroughs. She dives into what real ROI in coaching looks like, why clarity is the ultimate accelerator, and how the people around you quietly shape your success.Christina also gets real about the truth behind “passive income,” what actually builds confidence, and the power of taking aligned action even when things feel messy. She closes with a grounded reflection on personal growth and a preview of what's ahead on the show.This one is direct, energizing, and exactly what you need if you're craving momentum. If you enjoyed this episode, make sure and give us a five star rating  and leave us a comment on iTunes, Podcast Addict, Podchaser and Castbox about what you'd like us to talk about that will help you realize that at any moment, any day, you too can decide, it's your turn! 

When you're lost, the first thing you look for is a red dot on a map that says: “You are here.” In this episode of From Busy to Rich, host Wes Young and co-host Justin Lakin walk financial advisors through the “location phase,” the very first step in their client onboarding process that transforms initial meetings into transformational ones. They break down how to replace clunky fact-finding with engaging conversation, using psychology, clear language, and a four-part framework: welcome, common ground, healthy tension, and next steps. Whether you're brand new to planning or a seasoned advisor, this episode gives you a replicable script and a strategy that builds trust and increases client engagement without feeling like a sales pitch. What to expect: How to open meetings with clarity and calm Why “tell me about” is more powerful than interrogation Tools to streamline and digitize the onboarding process The mindset shift that makes people knock on your door Resources: Submit your podcast question here! Other Listening Platforms: Listen on Apple Podcasts Stream on Spotify Watch on YouTube Connect with Us: Instagram X Facebook LinkedIn Youtube Wes Young Live Website

In this episode, I sit down with Todd Pisarczyk of Momentus Wealth Management to unpack what it really looks like to go from a great advisory practice to a truly scalable, CEO-led firm. Todd shares the behind-the-scenes shifts, the unexpected realizations, and the tangible systems he built through coaching that helped him move from “doing all the things” to running a business with clarity, confidence, and a long-term vision. From refining processes to elevating the client experience, this conversation is packed with real advisor wins and practical inspiration. In this episode you'll learn: • Why even successful advisors hit a wall when their practice starts feeling like a “real business” • How documenting processes changed the game for Todd's team of eight and created repeatability for the next generation • The planning, tax, and client-experience upgrades that now keep almost every client showing up for reviews • How shifting into the CEO role brought Todd clarity, confidence, and a bigger mission for his firm • Why group coaching amplified his growth far beyond what he expectedTodd's story is an amazing reminder that growth doesn't require being a “hot mess.” Sometimes the biggest leaps come from refining what's already working, creating structure around what's been living in your head, and surrounding yourself with advisors who are building remarkable businesses too. His journey shows what's possible when you finally step into the CEO seat, create repeatable systems, and elevate your client experience with intention.Learn more about the Group Coaching & Mastermind HERE! Register for the December 2nd event with Adam Holt HERE! (Replay will be sent to those who've registered!) Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Webinar: See what your contacts are doing on Zillow - Mon, Dec 8 - https://followupboss.zoom.us/webinar/register/WN_-jOL8Gu3TZ2IWR_atbijlA#/registrationWhich is the better direction for you: real estate team leader or independent brokerage owner? Or even: independent teamerage owner.Get practical tips and helpful ideas to help you figure out which is right for you from Brad Nix, who helped turn two teams into brokerages. Go inside Path & Post, a brokerage that runs as a unified team of 6 staff and about two dozen agents - with a focus on onboarding and training professional Strategic Guides, creating your own systems and processes, and on making decisions based on core values.Their ultimate metric: 5-star reviews.Watch or listen to this conversation with Brad for insights into:Being open to being wrongThe path to Path & Post, an independent teamerage of 30 peopleWeighing real estate team vs independent brokerage vs independent teamerage for you and your businessMakers, doers, followers, and complainersBuilding systems to handle what your brokerage was doing for youThree core values: Respect, Unity, and the Golden RuleOnboarding and training Strategic Guides rather than real estate agents and the one metric that lets them know it's workingThe evolution of their onboarding and training from WordPress plug-in to Trainual to GuruHow to thoughtfully sequence and structure your training materials (in their case: 500 pieces of content over 90 days)How AI helps their agents become more effectiveThe 6 staff positions on their “lean, mean" teamerageHow exit strategy and consolidation weigh into the future of your real estate businessThe simple process of surprising and delighting your clientsAt the end, learn about season tickets, a bag closet, board games, and a healthy diet for your mind.Mentioned in this episode:→ https://realestateteamos.com/bot→ https://www.getguru.com/→ https://reformationbrewery.com/Connect with Brad Nix:→ https://pathpost.comConnect with Real Estate Team OS:→ https://www.realestateteamos.com→ https://linktr.ee/realestateteamos→ https://www.instagram.com/realestateteamos/

Joining me today on the podcast is Stacey Brown Randall—a returning guest and someone you're going to love hearing from again. Stacey has been on the show twice before, and today she's back to share insights from her brand-new book, The Referable Client Experience. You may also know her as the author of the multiple award-winning book Generating Business Referrals Without Asking, and as the host of the hugely popular podcast Roadmap to Referrals. Beyond her work as a consultant and coach, she's also a wife and mom of three, bringing a grounded, real-world perspective to everything she teaches. In this episode, we're diving into what it truly takes to create a client experience that naturally generates referrals—without the awkward asks or uncomfortable scripts. You won't want to miss this conversation. Topics Mentioned: Emotional Connection Client Experience Consistency in Connection Referral Strategies Key Thoughts:  The Referable Client Experience Book Overview This book explores how businesses can create a client experience that generates referrals. The focus is on being a referrable business to begin.   Enhancing Client Referral Experiences   It is important to create a referable client experience beyond just delivering results. Understanding how people feel when referring others, not just the results, highlights the need for a repeatable process to ensure consistent positive results . Focusing on client feelings is crucial for generating referrals.   Client Experience Emotional Design      Intentionally craft a client experience to align with desired outcomes. "Ideal Client Reaction Script" involves identifying 3-5 key emotions or reactions clients should experience and ensuring your process is crafted to achieve these outcomes. Enhancing Client Experience with Consistency Having a repeatable process allows for consistency in approach and delivery. Clear SOPs that are documented encourages the client experience to be analyzed from start to finish. AI and Human Connection AI has a place in client experience models, but it cannot replace human connection. Identify which touch points can be automated, and which should be done by a human.   Contact Michele: Email: Team@ScarletThreadConsulting.com Facebook: Scarlet Thread Consulting Instagram: @ScarletThreadATL Website: ScarletThreadConsulting.com LinkedIn: Michele Williams   Contact Stacey: Email: stacey@staceybrandall.com Instagram: @staceybrownrandall Facebook: Stacey Brown Randall YouTube: Referrals Without Asking LinkedIn: Stacey B Randall Website: Stacey Brown Randall   References and Resources: Work with Me The Designers' Inner Circle - Become a Member Today    CFO2Go Metrique Solutions The Referable Client Experience by Stacey Brown Randall

In real estate, most operational mistakes are not the result of bad intentions. They are the result of assumptions. You believe the tenant will know where to park, how to receive packages, how to operate the thermostat, or how to submit a maintenance request. You assume your team will know how to prepare the unit, confirm utilities, or walk a resident through the lease.But assumptions are the enemy of predictable execution.Professional developers use a tool from the software world called use cases, sometimes known as user stories, to design a process that works for the client in the real world, not the world we imagine on paper.A use case is a simple story that describes how a specific person completes a specific task under specific conditions. It forces you to see the experience through the customer's eyes, not the company's.In residential real estate, this is invaluable. ------------**Real Estate Espresso Podcast:** Spotify: [The Real Estate Espresso Podcast](https://open.spotify.com/show/3GvtwRmTq4r3es8cbw8jW0?si=c75ea506a6694ef1)   iTunes: [The Real Estate Espresso Podcast](https://podcasts.apple.com/ca/podcast/the-real-estate-espresso-podcast/id1340482613)   Website: [www.victorjm.com](http://www.victorjm.com)   LinkedIn: [Victor Menasce](http://www.linkedin.com/in/vmenasce)   YouTube: [The Real Estate Espresso Podcast](http://www.youtube.com/@victorjmenasce6734)   Facebook: [www.facebook.com/realestateespresso](http://www.facebook.com/realestateespresso)   Email: [podcast@victorjm.com](mailto:podcast@victorjm.com)  **Y Street Capital:** Website: [www.ystreetcapital.com](http://www.ystreetcapital.com)   Facebook: [www.facebook.com/YStreetCapital](https://www.facebook.com/YStreetCapital)   Instagram: [@ystreetcapital](http://www.instagram.com/ystreetcapital)  

In this episode, you'll learn how to create a simple, high-value year-end tax letter that makes tax season easier for your clients, their CPAs, and your team. You'll hear what to include, how to frame it as a value-add, and how to streamline the process so it becomes a repeatable system instead of a stressful scramble.We cover suggested sections for your letter, how to reinforce the behind-the-scenes work you do all year, and a practical workflow to prepare these summaries for your best clients. This episode helps you elevate your client experience, strengthen your CPA relationships, and clearly communicate the value of your planning expertise.I hope you enjoy this new format and I look forward to delivering super fast tips & tricks with you! You can also watch this Efficient Friday as a video on The Efficient Advisor's YouTube Channel!Learn more about the Group Coaching & Mastermind HERE! Register for the December 2nd event with Adam Holt HERE! (Replay will be sent to those who've registered!) Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

In this episode of the Uploft Interior Design Podcast, I had the pleasure of chatting with Lorna Kleidman, a remarkable client and world champion in kettlebell sport. Lorna shared her inspiring journey of starting a new career in her 40s and how she has excelled in it, all while navigating multiple home transformations with my design firm, Affordable Interior Design. We discussed her experiences moving from a city apartment to a beautiful home in the Hudson Valley, emphasizing the importance of reusing cherished pieces to create a familiar and personal space. Lorna's insights on quick decision-making and the challenges of sourcing artwork added depth to our conversation, making it a truly engaging episode that I hope you enjoy as much as I did! Timestamps:00:01:04 - Meet Lorna Kleidman: Athlete and Trainer00:08:53 - Transforming Spaces: The Design Process00:10:14 - The Importance of Reusing Furnishings00:16:11 - Lorna's New Office Space Transformation00:21:40 - Favorite Aspects of Working with a Designer00:27:03 - Final Thoughts on the Design Process00:30:01 - Where to Find Lorna Kleidman Links: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Uploft.com⁠⁠⁠ ⁠⁠⁠AffordableInteriorDesign.com⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Submit your design questions⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ to be featured on the show ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Become a Premium Member⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and access the bonus episodes Click ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ to become an interior designer with Uploft's Interior Design Academy. Get Betsy's book: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠betsyhelmuth.com/book⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠For more about our residential interior design services, visit ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ModernInteriorDesign.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ For our commercial interior design services, visit ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠OfficeInteriorDesign.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Follow Us: Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@uploftinteriordesign⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/UploftIntDes⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@uploftinteriordesign⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ LinkedIn: ⁠⁠linkedin.com/company/uploft-interior-design⁠⁠ If you enjoy the show, please spread the word and leave a review on iTunes! Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this powerful episode, Christina Lecuyer cracks open her personal playbook—hundreds of pages of lessons, mindset shifts, and real-world strategies that have shaped her success. She dives into the simple daily habits that create extraordinary results, like the underestimated power of a daily walk, taking action before you feel “ready,” and reframing anxiety into fuel.Christina also gets real about personal responsibility, the mindset behind true integrity, and why setting boundaries is non-negotiable if you want a life aligned with purpose. If you're ready to stop playing small and step fully into your potential, this episode will light a fire under you. If you enjoyed this episode, make sure and give us a five star rating  and leave us a comment on iTunes, Podcast Addict, Podchaser and Castbox about what you'd like us to talk about that will help you realize that at any moment, any day, you too can decide, it's your turn! 

Creating a business you love doesn't have to be a fantasy, and in this episode, Libby brings back her best friend and long-time advisor Jen for a real, transparent look at what it takes to reclaim your time, refine your systems, and run a thriving advisory firm with intention.

Part of the Construction Executives Live Series In this episode of Construction Executives Live, Jeremy Owens gets the opportunity to chat with Chris Hunter, founder and CEO of Marketing Heroes. Chris shares how to turn every client interaction into a Disney-level experience—from the first call with personalized responses, to seamless project updates and surprise delights, and years later with follow-up campaigns that build loyalty and referrals. Discover simple, proven ways to make clients feel like VIPs and turn one-time jobs into lifelong fans.In The Zonehttps://businessinnovatorsradio.com/in-the-zone/Source: https://businessinnovatorsradio.com/episode-48-how-to-deliver-a-disney-level-client-experience-with-chris-hunter

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

Growing a law firm isn't just about new clients. It's about building a strong team and a seamless client experience. In this special episode of On the Road, paralegal and law-firm operations consultant Eda Rosa breaks down the long-term strategies firms need to scale sustainably. She explains why continual staff training, proactive workflows, clear communication, and data-driven systems are essential to reducing bottlenecks and improving client satisfaction. From strengthening internal processes to empowering your front-line team, discover how intentional structure and collaboration can elevate your firm's performance and set the foundation for future growth. Eda Rosa is a paralegal, educator, and law-firm operations consultant specializing in workflow optimization and team development. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ever stop to think how one small word can change the entire vibe of your business? In this episode, Libby breaks down why saying “s—--” might be holding you back — and how a simple language shift can transform how clients see your firm and how your team sees themselves.You'll learn how swapping your language builds confidence, strengthens culture, and positions your practice as a cohesive, professional unit.

Click here to sign up for a new platform that helps law firms use subscription billing.Here are the top 5 takeaways from this episode:1. Constant Adaptation and Simplification Are Key to Law Firm Success.Both Mathew and Lauren emphasized the importance of regularly reassessing and adapting their practice areas, pricing, and service offerings. Lauren pivoted away from tax debt resolution to focus on estate planning and prenups, while Mathew simplified his pricing structure and eliminated underused features and add-ons.2. Data-Driven Decisions Improve Offerings and Client Experience.They both use a mix of analytics, client feedback, and “gut data” from years of experience to refine their services. This includes tracking which offerings clients actually use, which content gets the most engagement, and adjusting accordingly for better retention and satisfaction.3. Streamlined Onboarding and Intentional Friction Save Time.Mathew shared how he reworked his onboarding process using Google Workspace, Calendly, Stripe, and Google Forms to introduce just enough friction. This helps filter out unqualified leads and ensures new clients are a good fit, saving time for both the lawyer and the client.4. Community and Content Platforms Matter.Lauren's move from MailChimp to Substack for her newsletter and podcast was inspired by the platform's community features and ease of use. Both hosts discussed the value of memorable branding, vanity URLs, and focusing content on topics that resonate most with their audience (like costs, outsourcing, AI, and SOPs).5. Embrace AI and Technology, but Stay Client-Focused.Both are exploring ways to use AI and automation to improve efficiency and client service, such as creating SOPs, using AI prompts, and building tools for solo practitioners. However, they stress that technology should serve the client's needs and not overwhelm them with complexity.Bonus: The most popular content topics for their audiences are costs, outsourcing, AI, finances, and standard operating procedures—indicating a strong interest in practical, efficiency-focused advice for running a modern law firm.__________________________Learn more about A Different Practice.Sign up for Paxton, my all-in-one AI legal assistant, helping me with legal research, analysis, drafting, and enhancing existing legal work product.Here's a link to purchase lifetime access to the recordings of My Shingle's AI Teach-In if you couldn't make it live.I've partnered with Pii to make it easy for you to purchase the hardware I use in my law firm: (1) Studio Setup; (2) Midrange Setup; (3) Highrange Setup.Get Connected with SixFifty⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, a business and employment legal document automation tool.Sign up for ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Gavel⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, an automation platform for law firms.Check out my other show, the Law for Kids Podcast.Visit ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Law Subscribed⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ to subscribe to the weekly newsletter to listen from your web browser.Prefer monthly updates? Sign up for the Law Subscribed Monthly Digest on LinkedIn.Want to use the subscription model for your law firm? Sign up for the Subscription Seminar waitlist at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠subscriptionseminar.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.Check out ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mathew Kerbis'⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ law firm ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Subscription Attorney LLC⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. Get full access to Law Subscribed at www.lawsubscribed.com/subscribe

In this episode of the People Not Titles podcast, host Steve Kaempf welcomes back real estate attorney and soccer enthusiast Mike “Magic Mike” to discuss his involvement in the Chicago Scores Cup, a corporate soccer tournament supporting literacy programs, and how their real estate soccer team grew during the pandemic. They also cover Chicago real estate topics such as the Northwest Preservation Ordinance, shifting market dynamics, contract negotiations, probate sales, and the networking benefits of blending real estate with community soccer.Podcast Introduction (00:00:27)Origins of the Real Estate Soccer Team (00:01:30)Chicago Scores Cup Experience (00:02:35)Tournament Highlights & Family Involvement (00:04:44)Event Outcomes and Reflections (00:07:08)Transition to Real Estate Topics (00:08:22)Northwest Preservation Ordinance Overview (00:08:56)Practical Implications for Sellers and Tenants (00:09:52)Assignment and Ethics in Tenant Rights (00:12:14)Purpose and Controversy of the Ordinance (00:13:14)Legal Fees and Transaction Complexity (00:15:01)Efficient Handling of Ordinance Transactions (00:16:47)Contract Cancellations and Market Trends (00:17:35)Inspection Issues and Buyer/Seller Dynamics (00:18:44)Market Shifts and Negotiation Challenges (00:19:45)Role of Real Estate Professionals (00:21:42)Changing Buyer/Seller Strategies (00:23:32)Seller Purchase Contingencies (00:27:36)Interest Rate Trends and Market Activity (00:28:53)Value of Real Estate Agents Post-NAR Settlement (00:30:36)Firm Structure and Team Approach (00:33:28)Client Experience at Closings (00:35:03)Property Tax Appeals Success Stories (00:36:36)Estate Planning and Probate Services (00:39:40)Future of the Real Estate Soccer Team (00:41:34)Podcast Wrap-Up and Call for Participation (00:43:49)Podcast Outro and Sponsor Message (00:45:36)Full episodes available at www.peoplenottitles.comPeople, Not Titles podcast is hosted by Steve Kaempf and is dedicated to lifting up professionals in the real estate and business community. Our inspiration is to highlight success principles of our colleagues.Our Success Series covers principles of success to help your thrive!www.peoplenottitles.comIG - https://www.instagram.com/peoplenotti...FB - https://www.facebook.com/peoplenottitlesTwitter - https://twitter.com/sjkaempfSpotify - https://open.spotify.com/show/1uu5kTv...

Is it really possible to build trust with customers in a business landscape overflowing with misinformation and emotional volatility? That burning question is at the heart of my conversation with Michael Forsberg, Director of Client Experience at BrandTrust. In an era many call "post-truth," business leaders face steep challenges in distinguishing what's real from what's noise—especially when it comes to understanding their customers' motivations. Michael's work focuses on uncovering the human truths and emotions driving decisions across industries from tech to healthcare to financial services. The impact? When brands neglect the emotional drivers beneath surface behaviors, they risk eroding loyalty, losing relevance, and missing out on real, meaningful relationships with their customers. Why should you listen to Michael Forsberg? Michael brings a rare combination of practical expertise, academic rigor (he's an MSU grad in Customer Experience Management and a former student in my class), and heartfelt real-world perspective. From navigating literal wildfires in Los Angeles to helping Fortune 500 brands reimagine their connection with customers, Michael understands both the stakes and the solutions for brands that want to break through "empathy gaps" and drive bottom-line results through emotional insight. Here are three essential questions Michael answers on the show: What do emotional inquiry and human truth really mean—and why do they matter for business leaders and marketers? Why is it so dangerous to rely exclusively on quantitative data when diagnosing customer challenges and designing solutions? What practical steps can organizations take to uncover emotional insights and apply them to improve experience, retention, and loyalty? Don't miss these eye-opening insights! Listen and subscribe on Apple Podcasts, Spotify, or your favorite podcast platform—just search for "Mark Slatin." Every episode is designed for leaders who want to move past the surface and start creating truly delighted customers. Meet Michael Forsberg Michael Forsberg is Director of Client Experience at BrandTrust, a leading brand strategy and research firm. Michael specializes in leveraging applied social sciences and behavioral economics to uncover the hidden emotional engines powering consumer decision-making. With expertise spanning tech, healthcare, CPG, financial services, and more, he partners with organizations to identify and address the core emotional narratives shaping their customers' behaviors. Michael began his career in advertising as part of a media agency before moving client-side at an international humanitarian organization, which gave him a global view of human needs and motivations. He has since spent over five years at BrandTrust, helping clients design emotional inquiry research, develop brand strategies, and drive meaningful organizational change grounded in deep emotional insight. Michael holds a Master of Science in Customer Experience Management from Michigan State University and brings real-world empathy to every conversation—something that started with his own experience of responding to wildfire evacuation in Los Angeles. Connect with Michael Forsberg on LinkedIn or learn more about his work at BrandTrust.com. Show Notes & References BrandTrust: brandtrust.com Emotional Inquiry Research Methodology: More on BrandTrust's approach Michael Forsberg's LinkedIn: linkedin.com/in/michaelforsberg/ All Time restaurant in Los Angeles, CA (Michael's customer delight story): All Time on Hillhurst Michigan State University Customer Experience Management program: MSU CXM Listen on Apple Podcasts | Spotify | Available on all major podcast platforms

In this episode, Christina Lecuyer gets real about clarity, boundaries, and choosing yourself—especially when the holiday season starts pulling you in every direction. If you've ever struggled to say no, felt guilty prioritizing your needs, or found yourself overwhelmed trying to make everyone happy, this conversation is one you'll want to hear.Christina breaks down what it means to be “selfish” in a way that's actually healthy, empowering, and necessary for a life that feels aligned. Because when you're clear on what you want, you not only show up better for yourself—you show up better for everyone around you.

Are you ready to become referable? Join me as I break down the final section of my new book, The Referable Client Experience. Part three focuses on bridging the gap to referrals, identifying your referral hot zones, and using the appropriate referral seed language at the right moments. Resources and links mentioned in this episode can be found on the show notes page at http://www.staceybrownrandall.com/387

In this episode of The Efficient Advisor, Libby sits down with Jen, a powerhouse financial advisor and mom of four who has tripled her revenue in just three years—all while working only three days a week. Jen shares the mindset shifts, systems, and team-building strategies that allowed her to scale her practice with confidence and ease. This conversation is packed with real, actionable advice for advisors who want to grow their businesses without burning out.In this episode, you'll learn:How Jen defined her niche and specialized in serving pre-retirees and widowed women to grow her practice faster.The key systems and templates that freed her time while improving client service and consistency.Why hiring the right team members—even when it's scary—is essential to scaling sustainably.How creating a “model week” transformed her time management and family balance.The importance of investing in coaching, continued learning, and accountability to reach new levels of success.As Libby and Jen reflect on their years of coaching together, they show what's possible when you put in the work, trust the process, and build your business intentionally. You'll walk away inspired to simplify, systematize, and scale—while still having time for the people and things you love most.Learn more about the Group Coaching & Mastermind HERE! Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Behind the Details of Ultra Luxury Wedding Design In this episode John sits down with Mikyla Marie Manu of Ink & Press Co., a master stationer and calligrapher working at the highest tier of the wedding industry. They dive deep into what it means to craft ultra luxury weddings, the stationer's role from first concept to final piece, how event branding elevates the entire day, and why collaboration and emotional investment are key. Mikyla shares how she partners with planners and creatives to deliver refined, meaningful experiences that go far beyond paper. They talk about pricing with purpose, the magic of meticulous detail, balancing artistry and business, and why "done" can be better than "perfect" in practical creative work. Check out Mikyla's podcast here: [https://cultive.inkandpressco.com/podcast](https://cultive.inkandpressco.com/podcast) Check out her course with promo code JOHNBUNN20 here: [https://cultive.inkandpressco.com/](https://cultive.inkandpressco.com/) Follow her on Instagram here: [https://www.instagram.com/inkandpressco/](https://www.instagram.com/inkandpressco/) Visit her website here: [https://inkandpressco.com/](https://inkandpressco.com )  

Send us a textThe salon industry is changing fast. From how stylists learn, to how salons use technology, to what clients expect from their experience, there's a major shift underway. In the first part of our 2026 Salon Predictions series, Todd and Jen break down the changes already happening in education, AI and salon tech, and client behavior, and why salons that move now will have a serious advantage.This episode isn't about fear or hype; it's about understanding the direction the industry is actually going, so you can plan ahead instead of reacting later.Whether you're a commission salon owner, a suite renter, or someone planning to open a salon in the next couple of years, this episode will help you see what's coming and how to position yourself to win the long game.Key TakeawaysA lot of “education” is entertainment. Growth happens in small, focused, actionable sessions.Micro-education and mentorship will outperform large-stage education events.Salons that practice inside the salon outperform salons that “wait to find the time.”Technology is no longer optional; online booking, automation, and AI are becoming client expectations.GPTs and AR consultations will change how salons communicate, book, and guide clients.Hospitality is the new luxury: clients want to feel cared for, not impressed.Younger clients choose salons for vibe, fun, shareability, and convenience.Clients leave because of complacency, not pricing.Episode Timestamps00:00 | Welcome + Why we re-recorded this series01:00 | Structure of the 3-part predictions series02:00 | Opening Take (Jen): Unlearning beliefs about pricing and worth03:30 | Opening Take (Todd): Humans already work like LLMs + misunderstandings about AI06:00 | Prediction #1: Education splits into entertainment vs education08:00 | Challenge: Use large events as team culture, not skill development09:00 | Prediction #2: Rise of Micro-Education + skill-specific training11:30 | Challenge: Find educators who teach exactly what you need12:30 | Prediction #3: Stylists begin seeing education as an investment, not an expense14:30 | Challenge: Ask for pricing, stop assuming you can't afford it15:30 | Prediction #4: Salons that integrate education into workflow will win17:00 | Challenge: Schedule internal education now, don't “hope it happens”18:00 | Technology Prediction #1: The “Digitally Resistant” salons get left behind19:00 | Why convenience + frictionless booking matters more than ever21:00 | AI becomes your operational silent partner23:00 | Real example: Losing a client → AI brought her back two years later24:00 | GPT Agents on salon websites: what's coming next27:00 | AR Consultations: visualizing outcomes before services begin29:30 | Prediction: Data becomes the new scissors32:00 | Prediction: “Good Enough” collapses skill is not differentiation34:00 | Client Trends: Hospitality > Luxury36:00 | Businesses > Individuals. Clients want reliable teams38:00 | Frictionless service = non-negotiable40:00 | Brand Identity is emotional, not aesthetic43:00 | Influencer culture declines, authenticity wins45:00 | What younger clients really want: fun, vibe, shareability48:00 | Why clients leave,Links and Stuff:Our Newsletter Mentoring InquiriesFind more of our things:InstagramHello Hair Pro Website

Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan welcomes renowned author, speaker, and client experience expert Neen James for a thought-provoking discussion that will challenge agency leaders to rethink how they deliver value. Together, they explore the concept of "luxury" in the context of client service and agency culture—not just as something exclusive or material, but as a mindset centered on attention, connection, and making others feel truly seen and valued. Neen shares the findings from her latest book and a groundbreaking research study that uncovers four distinct "luxury mindsets." She explains how every agency, regardless of size or specialty, can elevate their client experience by understanding these mindsets and tailoring interactions to meet (and exceed) unique client expectations. Through vivid examples drawn from luxury brands and her own experiences consulting for CEOs, Neen demonstrates how agencies can create a sense of belonging and reward for their clients, making every client touchpoint feel like a delightful, memorable experience. Drew and Neen also dive into practical strategies for agency owners to foster a culture of "systematized thoughtfulness." From reimagining yourself and your team as concierges rather than order-takers, to implementing routines that ensure consistent, meaningful outreach to clients and internal teams, Neen offers actionable advice for embedding luxury-level attention into daily operations. They also discuss the significance of empowering team members, the importance of internal culture in reflecting client experience, and creative ways to find "champagne moments" in both everyday interactions and brand touchpoints.   If you're ready to stand out in a crowded marketplace, retain happier clients and employees, and transform ordinary agency processes into extraordinary experiences, this episode is not to be missed. By the end, you'll have fresh inspiration and tangible tactics to make your agency a place where both clients and team members feel genuinely valued—every single day.   A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here. What You Will Learn in This Episode: Rethinking "luxury" as an elevated client experience   The four luxury mindsets and how they influence agency relationships Why attention and human connection are key differentiators for agencies The role of personalization, customization, and anticipation in delivering exceptional service The importance of treating employees as "internal clients" to empower them to delight external clients Turning everyday moments into memorable "champagne moments" Systematizing thoughtfulness as a business development strategy

Turns out all you have to do to get a "Closing Keynote" is host the conference yourself lol In the ScaleCon wrap up, I spoke about the often overlooked and underappreciate aspect of growth - excellent account management (yes I know I used an em dash but AI is not writing this I promise). This is a long one but I promise I didn't waste many words. Give it a listen and I hope it helps!Take content off your plate and try a 7 day free trial of MSP Camp at: https://campers.msp-camp.com/

In Part 2 we are talking about two KEY things in using AI for your organizing business: prompts and room transformations. This is chock full of crazy useful info and if you want more details, you can see slides and video that accompanies the episode by going to: proorganizerstudio.com/links ________________________________________________________________________ In this episode, Melissa and Cabri continue their discussion on how professional organizers can leverage AI to enhance their business. They emphasize the importance of detailed prompts for effective AI use, share various examples related to marketing content, blogging, client interactions, website SEO, and strategic goal planning.   Among the impactful ideas discussed are using AI for project mockups to visualize transformations for clients, conducting audits for marketing content, websites, SEO, client experience, tasks, and service offerings.   The episode also includes insights on how to utilize AI for strategic goal planning and client remarketing. The conversation underscores the significant potential of AI in driving sales, enhancing client satisfaction, and streamlining business operations.   00:00 Introduction and Overview 02:31 The Power of Prompts in AI 06:19 Using AI for Blogging and SEO 10:23 AI for Business Audits and Client Experience 26:18 Project Mockups: Visualizing Transformations 35:22 Conclusion and Next Steps  

00:00 – Introduction: Elevating the luxury open house experience01:00 – Meet Jerry Hammond: From Canada to the global luxury market03:00 – Why open houses should be experiences, not events05:00 – Micro events vs. macro soirées: What's the difference?08:00 – Partnering with luxury brands to enhance every showing11:00 – The $15M sale that showcased the power of experience14:00 – Creating FOMO and emotional engagement at events17:00 – Balancing privacy, security, and client trust20:00 – Protecting art, property, and personal assets23:00 – How to select properties ideal for luxury events26:00 – Collaborating with vendors and measuring ROI29:00 – Curating the guest list and sending personal invites32:00 – Capturing media, photos, and future marketing assets35:00 – Reinvention: staying relevant in the luxury market38:00 – Final thoughts and takeaways from Jerry Hammond

Title: Building the Referable Client Experience to Get Referrals Host: Michael J. Maher Guest: Stacey Brown Randall Description: In this episode, Michael sits down with client experience and referral expert Stacey Brown Randall to explore how a truly referable client journey is built—step by step and stage by stage. Stacey breaks down the three core stages of the client experience, the emotions clients move through, and the hidden "hot zones" where referrals are born. She and Michael discuss the power of journey cards, expectation maps, and intentional touchpoints that deepen relationships. Stacey shares her proven strategies for bridging the gap between doing great work and generating consistent referrals—without asking, manipulating, or pushing. (7L) Referral Strategies Podcast Topics: Client Experience Special Offer: Join our referral community at www.JoinGenGen.com Get Stacey's book here: https://amzn.to/43aorRO

In this episode, Christina Lecuyer gets real about a moment that hit harder than she expected — being called a “life coach.” What seemed like a simple label sparked frustration, self-doubt, and a deeper question of identity. Christina opens up about what it's like to feel misunderstood in your work, why certain words can trigger old insecurities, and how to move through emotional reactions instead of letting them define you.She shares the inner work she had to do: realizing where the anger came from, why proving herself mattered so much, and how she reclaimed her voice and confidence in the consulting space. This episode is for anyone who has ever felt misjudged, underestimated, or boxed into a version of themselves that didn't feel true.If you're in a season of redefining yourself, this conversation reminds you that growth is rarely clean — but always worth it.

Did you know that feelings drive the client experience? In this week's episode, I share insights from my book on how to recognize and address the emotions your clients experience at each stage. I'm breaking down the importance of relationship-building touchpoints in your client journey! Learn how to ensure your clients feel valued at every stage. Resources and links mentioned in this episode can be found on the show notes page at http://www.staceybrownrandall.com/386

Running a financial advisory firm doesn't just take expertise with clients—it also takes leadership, delegation, and the right support systems. In this episode, Gina Cotner, CEO of Athena Executive Services, joins the conversation to share how financial advisors can leverage executive assistants to create more freedom, reduce overwhelm, and lead with intention. What you'll learn in this episode:The difference between a task-based virtual assistant and a strategic executive assistantHow to decide what to delegate and when to hire helpMindset shifts that make delegation more effective and less exhaustingBest practices for onboarding and leading an executive assistantTools and systems to track accountability and ensure high-quality resultsBy the end of this episode, you'll have practical strategies for building the right kind of support, freeing up your time, and creating more efficiency in your advisory business.Learn more about Athena Executive Services HERE!Learn more about the Group Coaching & Mastermind HERE! Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Designing a Referable Client ExperienceIn this episode of the EntreArchitect Podcast, Stacey Brown Randall shares why designing an intentional client experience is the key to long-term business success. She explains that every business, whether by design or default, has a client experience—and those touchpoints deeply impact how clients feel throughout their journey. Stacey emphasizes the importance of understanding not only the logical side of client satisfaction but also the emotional journey clients undergo, revealing how these elements shape lasting impressions and loyalty.As the author of the new book, The Referable Client Experience, Stacey offers fresh insights into how businesses can foster relationships that naturally generate referrals. She draws from her expertise in teaching entrepreneurs and business owners how to create trust and connection without manipulation, incentives, or even asking for referrals. Her strategies provide a framework for building relationships that lead to repeat business and a steady stream of referrals by focusing on the client's needs and experiences first.With her background in organizational communication and years of coaching, Stacey provides actionable advice for architects and business owners alike who want to build meaningful, long-lasting client relationships that sustain and grow their practice.This week at EntreArchitect Podcast, Designing a Referable Client Experience with Stacey Brown Randall.Learn more about Stacy at StaceyBrownRandall.com, check out her new book The Referable Client Experience, and connect with her on Facebook, X, or LinkedIn.Referenced in this EpisodeEA240: How to Get Referrals Without Asking [Podcast]Please Visit Our Platform SponsorsArcatemy is Arcat's Continuing Education Program. Listen to Arcat's Detailed podcast and earn HSW credits. As a trusted provider, Arcat ensures you earn AIA CE credits while advancing your expertise and career in architecture. Learn more at Arcat.com/continuing-education.Visit our Platform Sponsors today and thank them for supporting YOU... The EntreArchitect Community of small firm architects.

In this episode, Christina Lecuyer dives deep into the powerful connection between fear, change, and growth. Drawing from her own journey and real client breakthroughs, she reveals how fear isn't the enemy—it's often the sign you're on the right track. Christina shares what it really takes to turn fear into fuel, take bold action, and build unshakable faith through life's biggest transitions.

Are you ready for an insider's look at my new book, The Referable Client Experience? Join me as I break down the first section of the book, where we explore how your business can leverage its unique strengths to create an unforgettable client experience. I'll also highlight two essential exercises that will help you elevate your client interactions. Don't miss out on the special offers I have for you, too! Resources and links mentioned in this episode can be found on the show notes page at http://www.staceybrownrandall.com/385

In this episode, Raul welcomes Stacy Brown Randall, an author, speaker, podcast host, and expert in generating referrals without asking for them. They discuss her new book, 'The Referable Client Experience,' and the significance of client experience in business growth. Stacy shares strategies on how to create a referable client experience, including understanding hot zones, identifying referral moments, and maintaining a balance between work output and relationship building. They also delve into Stacy's growth strategies and her plans for future books. Tune in to gain valuable insights on building a strong referral-based business.00:35 Discussing the New Book01:38 Foundational Strategies for Referrals04:04 Client Experience and Relationship Building08:05 Mapping Client Experience for Referrals10:59 Practical Tips for Building Referrals19:20 Growth Strategies and Future PlansConnect with Stacey: https://staceybrownrandall.com/Grab her new book here: https://referableclientexperience.com/Podcast: https://staceybrownrandall.com/podcast/Connect with Raul: • Work with Raul: https://dogoodwork.io• Free Growth Resources: https://dogoodwork.io/resources• Connect with Raul on LinkedIn (DMs open): https://www.linkedin.com/in/dogoodwork/ 

In this episode, we dive into the world of human behavior, leadership, and emotional intelligence with Dr. Angela Jackson—a seasoned psychologist, executive coach, and behavior strategist. Angela shares valuable insights that help financial advisors understand themselves and their clients better, ultimately leading to stronger relationships and improved performance. Whether you're looking to increase your self-awareness or boost your client impact, this episode is packed with actionable takeaways.What you'll learn in this episode:How emotional intelligence impacts leadership and team performance The difference between being busy and being effective Why understanding your own behavioral patterns can transform your business and life How to have hard conversations with empathy and clarity Strategies to stay grounded and aligned with your purpose Angela also shares practical tools you can use immediately and encourages advisors to explore how self-awareness can drive both personal growth and business success.Tune in to gain a deeper understanding of yourself and those around you—so you can lead with purpose, connect authentically, and grow intentionally.---Check out Angela's book, Win-Win Workplace HERE!Learn more about the Group Coaching & Mastermind HERE! Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE! Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.