Episode 90: The References Project™

In this Advisor PACT™ Monthly Session, Mark McKenna Little introduces The References Project™, a proven process to re-engage clients who never refer or whose enthusiasm has declined. He begins by reframing referrals as the single most accurate measure of client satisfaction, emphasizing that unsolicited referrals—not retention—reflect true client happiness. Mark explains how advisors can identify clients who’ve stopped referring, test satisfaction levels, and revive engagement through a structured six-step system. The process includes confirming whether a relationship issue exists, disclosing how referrals are used as a satisfaction metric, inviting clients to serve as references, and “lip loading”—helping them articulate what they value most about the advisor’s services. He provides scripts for each step, shows how to document feedback, and stresses consistent follow-up through The Three Meeting Process™. Advisors learn how to transform passive clients into active advocates and increase unsolicited referrals through authenticity, structure, and ongoing appreciation.