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.