Catch Your Clients Red Handed

Have you ever logged into a client’s paid search account and notice odd changes that you swear you didn’t do?

Check the Change History-If you don’t know how already, here are the steps:

Campaign management screen>Tools>My Change History>Filter change history

Run this report once a week to see if anyone other than yourself has made any changes to the account. You may be surprised how often your clients can’t resist temptation and make random changes on their own. The client not knowing any better could cause detrimental harm to the performance of the account.

Slap Their Hand-The hard part is calling the client out regarding these renegade changes, but if done correctly you can stop this from happening again. I have even gone as far as to add a section to my service agreements that basically states that if the client makes any changes to the account other than billing info, it’s a breach of contract and I will no longer be held responsible for the performance of the account.

Think about it like this, if you took your car in for an oil change, went home and drained all the oil out, drove down the highway and blew your engine you couldn’t blame the oil change place.

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2 Responses to “Catch Your Clients Red Handed”

  1. Brian Carter on September 2nd, 2008 7:46 pm

    I’m with you on that. We’ve had more than one client jump in there and make changes without really thinking about what they were doing… called them up and clarified it-

    Some of our biggest problems are education ones, because AdWords (and SEO, our other major service) is so complicated… sometimes it’s tough just getting them to understand that it’s complicated and a lot has to be considered before you make a change.

    Another analogy would be: imagine you went to your doctor and they prescribed you medicine and then you went and bought other meds illegally and started taking those too, based on your incredibly in-depth knowledge of medicine- NOT! Bad idea. :-)

    We would definitely consider firing a client that didn’t get it and repeatedly mucked things up while we were trying to help them.

  2. MediaVision Blog : Search Engine Marketing » Blog Archive » A house divided cannot stand on November 7th, 2008 4:22 am

    [...] Some online marketers go as far as including a clause in their contracts stating that if the client makes any changes to the account, besides billing info, it is then a violation of the agreement and they are no longer responsible for the outcome of the account’s performance (in the case of PPC). [...]

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