Above all, SEO clients deserve to work with an SEO firm that treats them with respect. I believe that having good customer service is fundamental to running a business, and many companies (not just SEO firms) are lacking in that department. No one wants to work with a company that doesn’t value their business, and you shouldn’t accept the actions of an SEO firm that doesn’t value you!
Here are some other things you should expect as an SEO client:
Deadlines Should Be Met
Sometimes the unexpected happens and a report arrives a day late or a phone call has to get pushed back to next week, but things like that shouldn’t happen frequently. Your SEO firm shouldn’t be making excuses as to why they are falling behind on your blog writing or online PR. If they are having trouble meeting your deadlines (for whatever reason), they should come to you and rework the schedule.
I firmly believe in good customer service. If a client reaches out to me with a question or a problem, I’m going to do everything I can to get back to them as soon as possible. We live in a world where everyone is connected at all times; you shouldn’t have to wait three days for an answer from your SEO partner. While there is nothing truly urgent in SEO, it is important that they get back to you within a reasonable time frame. If you find yourself having to chase your SEO firm to get a thorough answer, you’re getting the short end of the stick.
Feel Comfortable Asking Questions
You should really feel like your SEO partner is your partner. They aren’t just a hired hand, but an actual member of your marketing team. No question is too simple or basic that it doesn’t deserve to be asked. Your SEO firm should explain why they made certain recommendations, but if you don’t fully understand the reasoning don’t be afraid to ask! You’ve hired that company to handle your SEO, but that doesn’t mean you can’t know what is going on!
Open Lines of Communication
Be wary of any SEO firm that throws up smoke and mirrors when you ask about their process. There is no “magic solution” to SEO, so it’s not like they are going to be giving away any trade secrets by explaining their process to you. SEO is long term, so you’re going to be working with your SEO company for a long time (probably a year at least) so communication is key to keeping everyone on the same page!