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Managing Expectations & Building Trust in Client Relationships
Manage episode 480901012 series 3656896
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2 - In this episode, Project managers Camila and Cristian dive into the essentials of expectation management and trust-building in agency settings. From running a discovery phase to maintaining transparency, they share battle-tested tactics for navigating client dynamics, earning trust early, and keeping it for the long haul.
You’ll Learn
- How to run discovery sessions that reveal true client needs
- Why clear timelines and transparent communication matter
- Tactics for building credibility and demonstrating competence
- How to be authentic while staying professional
- The impact of consistency and responsiveness on trust
- Ways to handle difficult client dynamics effectively
Key Takeaways
- Listen first. Don’t default to one-size-fits-all solutions
- Educate clients to align expectations early
- Communicate proactively, especially when things go wrong
- Personal connection builds rapport beyond project tasks
- Trust is fragile. Follow through or risk losing it
- Calm delivery + hard work behind the scenes = client confidence
- Strong onboarding lays the groundwork for lasting partnerships
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