Managing client expectations requires aligning ourselves with our clients on goals, resources and priorities. We need to understand how to provide value, even if we’re facing resistance. Learn how to:

• Understand what’s most important to your client
• Be valuable even when we can’t get things done
• Align with our clients on reporting and metrics
• Tie our recommendations to business value

Everyone wants to avoid making documents that get dusty and sit on a shelf. But how? Here we look at how to frame our recommendations so that clients find them compelling and actionable. Learn how to:

• Create a north star for the project to get everyone excited
• Understand our client’s revenue more deeply
• Build a business model for SEO investment
• Tie our recommendations to business value

Communicating our ideas clearly and confidently is crucial. Especially if we’re trying to win over senior stakeholders at our client’s organization. Learn how to:

• Communicate effectively in meetings, emails and documents
• Structure technical communication clearly and logically
• Create effective business presentations

Great client relationships are built one interaction at a time. Here we look closely at the various different touchpoints with clients. Learn how to:

• Create better statement of work (SOW) documents
• Run great kickoff meetings
• Retain and upsell clients effectively
• Deliver recommendations that actually get implemented

Trust is crucial to good relationships and good communication. But how do you actually build trust? We’ll explore deliberate frameworks and strategies. Learn how to:

• Use the trust equation in real situations
• Communicate the right way over time as our client relationship evolves
• Reduce panic before high stakes interactions
• Use the STATE framework to structure difficult conversations