What You Deserve as an SEO Client
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.
Quick Replies
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!
3 Responses to “What You Deserve as an SEO Client”
SEO Journal is Written by
Brick Marketing Founder,
Nick Stamoulis:
Nick Stamoulis - SEO Bio.
Tel. - 877-295-0620
nick@brickmarketing.com
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Here’s another tip for SEO clients. Stop expecting the work to be done for little or nothing. \
As an SEO company, nothing is more exasperating when after spending an hour explaining your services, answering questions and developing a rapport, the client states “I don’t have much money. Can you give me a discount?” Or this – “I know my site will make money, so instead of paying now can I pay you a percentage of the proceeds?”
Well, wait. I just spent a good deal of time with you answering your questions, showing you point by point where improvements in your online presence can be made and how I can help you. Then you say you can’t afford it or can I wait until your site starts making money to be paid?
The answer is no.
I do liberally give discounts, but I can’t do it for each and every client. I have bills to pay just like everyone and there is no free lunch. I work hard for my money and client satisfaction is the result or I would be out of business.
I once built a website and performed SEO on it for an elder member of a church I went to. He needed the help because financially he was going down the tubes. I heard of his plight and offered to help. He had his own business and needed a website and Google maps listing. Gladly did it all and got him on the first page for his keywords. His site received a lot of search engine traffic and phone calls. You know, I never even got so much as a freaking thank you? Not only did I build his site, but hosted it too. ALL FOR FREE! A church elder receives over $2000 worth of work for free and can’t even say thanks.
Anyone who builds websites, does SEO, etc knows the amount of work involved. You can’t just throw it together, launch it on the internet and let the cow chips fall where they may.
I’m always available to my existing clients and have formed great relationships with them. They send me referrals, flowers and write beautiful letters of recommendation. We have even become friends and I value their business.
Nick, though I didn’t understand at first, I absolutely see and understand now why you charge what you charge for consulting fees. It really cuts the BS off at the knees and lessens the chances of tire kickers wasting your valuable time.
Thanks so much for reading and sharing your thoughts! I really do appreciate it
Happy Holidays!
Nick
Great article as usual Nick. And as the first poster mentioned, getting paid for your work can be problematic at times. One thing I think critical is to build value in your services that your prospective clients can digest and understand. Amazingly, even today I hear clients quip “I still don’t believe in the Internet.” However, when I establish how our service is going to resolve areas of opportunity and pain points in their business, I essentially attach value to what I’m providing. At that point, the issue is no longer “how much”, but “how soon”? So, there’s a fundamental shift in how I might approach clients based on what I know to be happening in their operation.
Second, it’s critical that I provide timely reports that explain gains in the areas I’m responsible for. If I’m driving more traffic to the website, great! If that traffic is generating more phone calls, even better! But if sales are not up, where is the disconnect. My reporting should make clear the success I’m providing, and OTHER areas of opportunity if the needle is not moving on the bottom line. Would phone training help? Would sales training help? If all of the KPI’s are up, but revenue isn’t, then it’s time to have a conversation about WHY it isn’t. A prepared SEO partner would be well served to have answers and avenues to solve these needs.