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When it comes to communicating with clients, we have found that the more you do, the better. Not only will the SEO have a better relationship with the client, but the client will have a more positive experience overall. Communication causes the unachievable expectations to be put down, while the client becomes more aware of the total process and can therefore better appreciate the work that is being performed on their account.
Our client management/communication/reporting system is built in such a way that allows us to be inconsistent communication with our clients about the progress and status of their campaign. It's not just a matter of providing monthly reports, but offering a transparent system of communication that keeps the client "in the loop" as to who is working on their account and what in particular they are doing.
We don't have to be overly specific in a way that creates more unwarranted expectations, but we do make sure the client is aware when each team member works on their account and they are kept updated of ongoing progress. On average, our clients get two to three email updates each week. If I work on their account, I document this and the client is emailed this documentation. Whenever any team member works on their account the same thing happens.
Even clients that are performing strongly still get their updates because we continue to work on their account regularly. We don't believe that a strong performing account should rest so we are constantly analyzing, linking, adding and tweaking. We have found that this matters just as much to the clients that are performing strongly as much as it matters to those that may not be performing as well as we would like at any given period of time. Clients performing well need justification to keep paying us just as much clients who may feel that their campaign has not progressed as they expected. In both cases, this constant communication let's them know we are on the job, and problems or not, we're working diligently to overcome any barriers to continued long-term success.
Inevitably, there will come a time, even if temporarily, when a client questions the value of the services being performed. Whether it's the thought processes of, "I'm doing well so I don't need you anymore," or "Why aren't we number one and Google, MSN and Yahoo this week for our ultra-competitive phrase," effective communication helps establish a relationship that can smooth over any bumps in the road. Not only will the SEO be more likely to keep the client for the long-term but if client does leave, they won't necessarily be soured on the whole SEO industry. |
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