Most agencies waste time and money during client onboarding—not because of tools or processes, but because they’re speaking a completely different language than their clients. When a technical person talks to a non-technical client without empathy, things fall apart fast: unclear expectations, messy communication, scope creep, and frustration on both sides. It doesn’t just hurt the relationship—it hits your margins too. This talk is about: Understanding where the disconnect really happens Using empathy (not jargon) to build trust from day one Fixing your onboarding process so it’s smooth, profitable, and repeatable If you’ve ever felt misunderstood by a client (or vice versa), this one’s for you.

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