Our clients at White Shark Media have given us many compliments throughout the years. We have also listened to our fair share of complaints. We want to note that we are working towards taking care of any complaint or problem that you, as our customer, may have, so that you will always come back to our services. The following is some of the complaints that we have listened to, and our responses to them.
One of the most important concerns for us is communication. Clients have repeatedly told us that their contact person was never clear enough after they signed up with our company. To fix this, we will have a Senior SEM Consultant follow every single client from start to finish. They will also be there if the client has any questions or concerns that their contact person cannot help them with.
We will also hold monthly phone calls between all clients and their SEM Strategist, using GoToMeeting. With GoToMeeting, both parties will share a screen, making it easier to look over all transactions together that have occurred in the past thirty days. Additionally, clients will no longer have to go through a receptionist when they want to get in touch with their contact person. All clients will be given an email upon set-up, which will include the direct phone line to their contact person, along with the phone number to their supervisor.
Clients have also stated that they don’t like that their campaigns are created on our accounts. Since late 2012 we have used newly created AdWords accounts in order to start fresh for every new campaign. If you have a campaign that is doing well, we do not want to see you leave a good place to start somewhere else. We would like the continuing opportunity to work with you on a campaign account that is doing well.
A big problem is the compliant that clients are losing touch with the AdWords Campaigns, and this is one that we take very seriously. From the start, our clients will now be given detailed information about how to navigate their campaign easily. We want all our clients to be able to see how certain ads or keywords are doing whenever they desire.
Lastly, we do not offer SEO services at this time, which has been a common compliant. But we will be thrilled to take a look at the SEO company you are currently using, to help you figure out if they are helpful or detrimental to your campaign.