Page 1 of 2 12 LastLast
Results 1 to 10 of 12
Like Tree25Likes

Thread: All Clients Are Liars

  1. #1
    DanLeibson is offline Top Contributor & Featured Author
    Member Since
    May 2013
    Location
    Costa Mesa, Ca
    Posts
    222
    Thanks
    35
    Thanked 116 Times

    All Clients Are Liars

    Name:  HwoHnwG.jpg
Views: 793
Size:  73.3 KB

    Now don’t get me wrong, I love all of our clients. This isn’t going to be a standard SEO complaint piece about how clients are idiots, and obstructionists and all the other things that we hear SEO’s say about client. At Local SEO Guide we pride ourselves on the lost art of client whispering. This is about how client lies, particularly lies of omission, are out of naivety and can seriously impact an engagement. One of the things that I think people forget most in this space is to empathize with their clients. They don’t get SEO, so what? That’s what they pay you for. Helping them navigate and win at this complicated channel is literally your job.

    So come, gather round the fire as I tell you a little story that happened to me recently. We just started working a local SEO engagement for a client that is a multi-national steel and metal distributor. I know, sexiest vertical ever. Anyway, this client's business is old and they have been at some of their locations since WWII. Because of this, they insisted that they have always and forever only had 1 set of NAP information for these locations. Even after a couple of follow ups they still insisted, their NAP was as tried and true.... as steel.

    All Clients Are Liars-bender_bends_the_unbendable.jpg

    So rather than argue with them I had an analyst do a quick audit of some of their local data, and shocker there was more there than they realized. Now, we are working to get these issues resolved, and then end result for the client will likely be better off because of it.

    Takeaways

    Don’t take a client at their word. If you can double check and verify something for yourself, then do it. Your clients likely don’t know what they don’t know, so you should just assume that you need to dive under the hood for almost everything.

    Client expectations are critical in an SEO engagement and one of the most important things you can do with a client is set their expectations early in the engagement. Preferably during the sales process. We constantly tell clients that an SEO engagement is a process of discovery, and we may find things that no one realized and that they are going to have to have some trust in us to figure out this complicated channel for them.
    Dan Leibson
    Vice President of Local & Product
    Local SEO Guide Inc.
    @danleibson
    + Dan Leibson
    Advanced reply Reply  

  2. Members who thanked DanLeibson for this post:

    Garrett Sussman (03-22-2016),hollypowell (03-22-2016),James Watt (03-22-2016),Linda Buquet (03-22-2016),Tim Colling (03-22-2016)

  3. #2
    Colan Nielsen's Avatar
    Colan Nielsen is offline Top Contributor - Local Search Pro
    Moderator
    Member Since
    Jul 2012
    Location
    Toronto, Ontario
    Posts
    2,735
    Thanks
    1,075
    Thanked 761 Times

    Re: All Clients Are Liars

    Awesome story Dan! A similar example we often experience is related to when a client tells you "I have no idea where my GMB lisitng is claimed or if I ever claimed it to begin with". After repeated poking and prodding, it often turns up in an old e-mail that they don't use anymore, or in their wife's account. This used to be a much larger problem back in the day of Google Places before there was phone support and Owner/Manager designations.
    Colan Nielsen l GMB Top Contributor
    Google MapMaker Regional Lead (USA)
    Agency Operations Manager at Powered By Search
    Connect on Google + and Twitter
    Advanced reply Reply  

  4. Members who thanked Colan Nielsen for this post:

    hollypowell (03-22-2016)

  5. #3
    Linda Buquet's Avatar
    Linda Buquet is offline Community Leader - Google Local Specialist
    Member Since
    Jun 2012
    Location
    SoCal
    Posts
    16,527
    Thanks
    2,747
    Thanked 4,976 Times

    Re: All Clients Are Liars

    Great topic to kick off the new featured articles forum.

    Thanks Dan!

    Again, we all love our clients but as Dan said you just can't take their word for everything, and always need to double check.
    Is Our Content HELPFUL? Please pay the community back by sharing!

    LocalSearchForumLinda Buquet .:. Google Local Specialist

    Consulting, Troubleshooting & White Label Services for SEOs & Agencies

    Don't Miss Important News & Tips! SUBSCRIBE to Daily Email Digest Here

    Are you a PRO? Join the "Local Search Pros" G+ Community!

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon". ;-)
    Advanced reply Reply  

  6. #4
    Linda Buquet's Avatar
    Linda Buquet is offline Community Leader - Google Local Specialist
    Member Since
    Jun 2012
    Location
    SoCal
    Posts
    16,527
    Thanks
    2,747
    Thanked 4,976 Times

    Re: All Clients Are Liars

    Quote Originally Posted by Colan Nielsen View Post
    Awesome story Dan! A similar example we often experience is related to when a client tells you "I have no idea where my GMB listing is claimed or if I ever claimed it to begin with". After repeated poking and prodding, it often turns up in an old e-mail that they don't use anymore, or in their wife's account. This used to be a much larger problem back in the day of Google Places before there was phone support and Owner/Manager designations.
    Colin you're right! Back in the Places days that was such a nightmare!

    Some of you may have heard me say... what I used to do if they swore they've looked everywhere and they didn't know who created the account... I'd tell them that unfortunately I'd need to charge them for the additional labor because it could take a couple hours to get around the problem.
    AMAZING how fast they could get me the log in info then!
    Laustin1878 and Tim Colling like this.
    Is Our Content HELPFUL? Please pay the community back by sharing!

    LocalSearchForumLinda Buquet .:. Google Local Specialist

    Consulting, Troubleshooting & White Label Services for SEOs & Agencies

    Don't Miss Important News & Tips! SUBSCRIBE to Daily Email Digest Here

    Are you a PRO? Join the "Local Search Pros" G+ Community!

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon". ;-)
    Advanced reply Reply  

  7. Members who thanked Linda Buquet for this post:

    Colan Nielsen (03-22-2016)

  8. #5
    Colan Nielsen's Avatar
    Colan Nielsen is offline Top Contributor - Local Search Pro
    Moderator
    Member Since
    Jul 2012
    Location
    Toronto, Ontario
    Posts
    2,735
    Thanks
    1,075
    Thanked 761 Times

    Re: All Clients Are Liars

    Quote Originally Posted by Linda Buquet View Post
    Colin you're right! Back in the Places days that was such a nightmare!

    Some of you may have heard me say... what I used to do if they swore they've looked everywhere and they didn't know who created the account... I'd tell them that unfortunately I'd need to charge them for the additional labor because it could take a couple hours to get around the problem.
    AMAZING how fast they could get me the log in info then!
    I remember you teaching us this when we did training with you many many years ago! It stuck.
    Linda Buquet likes this.
    Colan Nielsen l GMB Top Contributor
    Google MapMaker Regional Lead (USA)
    Agency Operations Manager at Powered By Search
    Connect on Google + and Twitter
    Advanced reply Reply  

  9. #6
    Scott Rawlins's Avatar
    Scott Rawlins is offline Moderator & Local Search Pro
    Member Since
    Nov 2012
    Posts
    913
    Thanks
    825
    Thanked 251 Times

    Re: All Clients Are Liars

    Great way to kick off the new forum. Thanks for sharing Dan.
    Linda Buquet likes this.
    Scott Rawlins - Find Local Company in Atlanta GA
    Follow Me on G+
    Advanced reply Reply  

  10. #7
    hollypowell is offline Member
    Member Since
    Dec 2014
    Location
    Southport, NC
    Posts
    35
    Thanks
    17
    Thanked 4 Times

    Re: All Clients Are Liars

    Great post and so true - most clients do not know what is out there online about their business.
    Advanced reply Reply  

  11. #8
    heckler is offline Member
    Member Since
    Oct 2014
    Location
    Austin, TX
    Posts
    291
    Thanks
    50
    Thanked 83 Times

    Re: All Clients Are Liars

    Trust, but verify.
    Advanced reply Reply  

  12. #9
    EnvisionTodd is offline Member
    Member Since
    Feb 2016
    Location
    Ottawa, Canada
    Posts
    4
    Thanks
    0
    Thanked 0 Times

    Re: All Clients Are Liars

    We also double check every user/pass a client shares as soon as we get it. Back in the old days we would do an initial client info gathering session and collect logins only to find out later that the passwords had been changed.
    Advanced reply Reply  

  13. #10
    Member Since
    Mar 2016
    Location
    New Jersey
    Posts
    223
    Thanks
    25
    Thanked 104 Times

    Re: All Clients Are Liars

    Great post Dan!

    Love the takeaway:

    Client expectations are critical in an SEO engagement and one of the most important things you can do with a client is set their expectations early in the engagement. Preferably during the sales process. We constantly tell clients that an SEO engagement is a process of discovery, and we may find things that no one realized and that they are going to have to have some trust in us to figure out this complicated channel for them.
    I feel like in a lot of ways, this is the place to catch any concerns or misunderstandings. People rarely want to come off as uninformed. I bet in those meetings though, some clients try to save face, by acting like they know. It's on the consultant/rep to address the lack of knowledge and fill in the gaps without making the agency's job harder.

    How often are you able to catch these situations of omission? Does it happen very frequently in your experience?

    Great stuff. Thanks for posting.
    Linda Buquet likes this.
    Garrett Sussman | Content Marketing Manager of Grade.us, White-label Review Management for Marketers, SEOs and Agencies | Twitter | LinkedIn | Facebook.
    Advanced reply Reply  

Page 1 of 2 12 LastLast

Similar Threads

  1. Getting more clients?
    By LocalSEOHub in forum Consultant's Corner
    Replies: 4
    Last Post: 01-03-2015, 09:26 AM
  2. Help Me to Help You! - What Can Your Clients Do to Help You Do Your Job?
    By Colan Nielsen in forum Consultant's Corner
    Replies: 6
    Last Post: 11-21-2014, 09:38 AM
  3. Need Help With A Few Clients
    By vibhugauba in forum Google Local
    Replies: 2
    Last Post: 06-13-2014, 09:25 AM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •