Step 1: Get to Know Each Other & Clarify Expectations
Part of building a good working relationship from the start has to do with clarifying expectations. Getting the internal and external teams together is a first step in creating a context where both the agency and the client can ask their questions and obtain alignment.
You probably have quite a lot of information from the sales process, but this is a great moment to review the client profile and add new data to it.
So think about a kick-off call with everyone involved – the client representatives, the account representative, maybe the Head of Client Service, the agency CEO, the SEO strategist, content writer, etc.
Decide on the roles based on their direct involvement with the audit, strategy, and the following SEO campaign and its specific.
Large meetings can sometimes mean that not everyone gets to have their voices heard, so the account manager should assume the role of the host and introduce each participant.
In an online-only setting, you could use break-out rooms, Zoom’s group feature, to foster even more direct contact. Also, you can use a camera-on policy to gather as much nonverbal input as possible and better facilitate the meeting.
This meeting is all about setting the project environment. Go ahead and clarify basic questions like:
- What are the expectations around communication (channels, frequency, reports, etc.)?
- When can I see the first results?
- What are the business challenges at the moment?
- Who do I ask for help and input (on both sides)?
- What other information do we need to better understand the business context?
Both teams will probably have questions regarding the onboarding/working process – apart from the ones in the discovery questionnaire – and regarding the project per se.
Regarding the latter, make sure that the