Client Content Review Engagement (Whipplewood)¶
Owner: Ryan | Updated: 2026-02-05
Purpose¶
Guide Renn Labs team members through professional client interactions during content review. We are the experts—our role is to guide clients through content decisions while respecting their business knowledge.
When to Use¶
Any time content requires client review and feedback.
Core Principles¶
| Principle | What It Means |
|---|---|
| We are the experts | We guide content decisions (structure, SEO, readability). Defend our expertise when appropriate. |
| They know their business | Client knows their audience, brand, and compliance requirements. Defer on these. |
| Prompt response | Acknowledge within 4 business hours. Set expectations on delivery time. |
| Professional tone | Respectful, clear, no defensiveness. Explain rationale, don't argue. |
| Make it easy | Provide drafts, options, and clear next steps. Remove friction for client. |
1. Receiving Client Requests¶
Purpose: Acknowledge promptly, set expectations, deliver on time.
When Client Requests Content¶
- Acknowledge within 4 business hours
- Confirm you understand the request
- If urgent ("hot topic"), confirm priority bump with Erik/Ryan first
- Set delivery expectation with specific timeframe
Example responses:
| Situation | Response |
|---|---|
| Standard request | "Got it—I'll have this ready by [date]." |
| Urgent request | "Understood. Confirming with [Erik/Ryan] and will update you shortly." |
| Need clarification | "Before I start—[specific question]?" |
If You Can't Meet Timeline¶
Notify Ryan immediately. Do NOT promise a deadline you can't meet.
2. Sending Content for Review¶
Purpose: Provide multiple access options. Preview links fail—have backups ready.
Always Provide¶
- Preview link (WordPress public preview)
- Editable document (Word/Google Doc)—ready within 1 hour if requested
Preview Link Requirements¶
- Must be a public preview link (no login required)
- Test the link yourself before sending
- If link fails → provide editable document immediately
Message Format¶
Hi [Name],
Here is the article for preview: [PREVIEW LINK]
Let me know if you need an editable version for review.
If Preview Link Fails¶
| Client says | You respond |
|---|---|
| "Link not working" | Send working link + offer editable doc |
| "Can you send as document?" | "Yes—I'll have it to you in about 1 hour." |
Key: Set a specific timeframe and deliver on time.
3. Suggest Process Improvements¶
Purpose: When we see friction, suggest solutions. We're partners, not just vendors.
When to Suggest¶
- Client is asking for things in scattered channels
- Multiple stakeholders need visibility
- Current process causes delays
How to Suggest¶
One more thing: [improvement suggestion] if that's more convenient.
Can you create [X] and add me?
Example from case study:
"I think we should create a #ww-content-review channel if that's more convenient. Can you create one and add me?"
Key: Position as helping them, let them take ownership (they create the channel).
4. Responding to Client Feedback¶
Purpose: Accept valid feedback. Defend our expertise when appropriate. Always explain rationale.
The Decision Framework¶
| Feedback Type | Response |
|---|---|
| Factual error (wrong info) | Fix immediately, thank them |
| Business/compliance concern | Fix immediately, they know their business |
| Brand/voice preference | Accommodate, they own the brand |
| Content structure criticism | Explain rationale, make changes if warranted |
| SEO/readability pushback | Defend with reasoning, we are the experts |
How to Defend Our Expertise¶
Do: - Explain the "why" (SEO value, reader experience, Google ranking) - Acknowledge their concern first - Show you considered their feedback - Offer a middle ground if appropriate
Don't: - Be defensive or dismissive - Just say "no" - Ignore valid points to prove you're right
Response Template¶
Hi [Name],
Thank you for your feedback—we've reviewed all of your suggestions and updated the article accordingly.
Revised article: [LINK]
[For changes you made:]
Regarding [X], we [made the change / updated / removed] as you suggested.
[For feedback you're pushing back on:]
Regarding the sections you flagged as [issue], we understand [their concern], but [explain rationale]. [What it achieves for them]. That said, we did [compromise/middle ground] to address your concern.
[Request if needed:]
One more thing: [request for expert quote, additional info, etc.]
Let me know if you'd like any further updates.
Case Study Example¶
Client said content was "repetitive." Response:
"Regarding the sections you flagged as repetitive, we understand some content may feel duplicated, but it's intentional. We structure blog posts so readers can use them both as an announcement and as a practical reference guide. The scenarios and checklist give readers bite-sized, actionable steps—and Google tends to rank content higher when it includes these kinds of structured guides."
"That said, we did remove the 'Why the Government Is Moving Away from Paper Checks' section and cut the 'Related Trend' section since that's a separate topic."
Key: Defended expertise (SEO value) + made changes where appropriate (removed genuinely redundant sections).
5. Requesting Expert Input¶
Purpose: Content with named expert perspectives ranks higher and builds trust. Make it easy for client to contribute.
When to Request¶
- Article covers client's core expertise
- Topic benefits from practitioner perspective
- Client has direct experience with the subject
How to Request¶
- Explain why it matters (SEO + credibility)
- Provide a draft quote they can edit
- Keep ask small (3-4 sentences)
Request Template¶
One more thing: Google and readers both respond well when content includes
a perspective from a named expert at the firm. Could you provide 3–4 sentences
sharing your take on this topic? Something like "Here's what our team is
telling clients right now."
To give you a head start, here's a draft based on your experience—feel free
to edit or rewrite entirely:
"[DRAFT QUOTE]" — [Name], [Title]
Draft Quote Guidelines¶
- Write in their voice (professional, practitioner)
- Focus on practical advice, not fluff
- Reference client-facing experience ("we're already discussing with clients")
- Make it specific to the topic
Key: Provide the draft. They can edit or rewrite, but you've removed the friction of starting from scratch.
6. Escalation: When to Involve Ryan¶
| Situation | Action |
|---|---|
| Urgent/priority request | Confirm with Ryan/Erik before committing |
| Client wants major structural changes | Discuss with Ryan before responding |
| Disagreement with client feedback | Message Ryan with your reasoning first |
| Client unresponsive (3+ days) | Follow up + notify Ryan |
| Client unresponsive (7+ days) | Ryan mentions in weekly call |
Rule: If you disagree with client feedback, do NOT respond directly. Message Ryan first.
Quick Reference: Response Timing¶
| Event | Response Time |
|---|---|
| Client request | Within 4 business hours |
| Client asks for different format | ~1 hour (set expectation, then deliver) |
| Client provides feedback | Same day acknowledgment |
| Apply feedback changes | Within 2 business days |
| Client unresponsive follow-up | Day 3 |
| Escalate to weekly call | Day 7 |
Done When¶
- Client has approved the content
- All feedback addressed (accepted or explained)
- Preview link and editable doc both provided
- Any requested expert quotes incorporated
- Content ready for scheduling
If Stuck¶
- Disagree with feedback → Talk to Ryan FIRST (never respond directly)
- Preview link failing → Provide editable doc immediately
- Client request unclear → Ask for clarification, don't guess
- Client unresponsive → Follow escalation timeline above
- Not sure how to phrase pushback → Ask Ryan to review your response